Sutherland Drives $40M in Cost Savings and 45% Efficiency Uplift for Top US Financial Services Tech Company

Client Overview

The client is a global leader in financial services technology, providing banks, credit unions, and merchants with advanced solutions for payments processing, account management, and digital banking. With more than $20 billion in annual revenue, the company supports thousands of financial institutions and serves millions of customers worldwide.

The Challenge

Legacy Systems, Manual Workflows, and Compliance Pressures Impede Growth

As the client expanded its global footprint, it encountered multiple operational challenges that strained its ability to scale efficiently. Legacy processes created a high cost-to-service ratio, while rapid growth exposed scalability bottlenecks across account management, dispute resolution, and payment processing. Manual workflows delayed operations, contributed to errors, and impacted both profitability and customer satisfaction.

In parallel, evolving regulatory mandates revealed gaps in compliance and governance, raising concerns about audit-readiness and risk management. To address these challenges, the client required a strategic, technology-driven transformation to enhance service delivery, reduce costs, and future-proof operations.

Sutherland Solution

A Strategic, Technology-Driven Transformation Across Core Operations

Sutherland implemented a multi-pronged transformation strategy, designed to optimize core operations and deliver measurable business outcomes:

1. A Holistic Automation Approach
   We deployed AI-driven automation integrating robotic process automation (RPA) and machine learning across key functions such as payment reconciliation, dispute resolution, and compliance reporting. This eliminated manual, repetitive tasks – reducing turnaround times, improving accuracy, and enhancing regulatory efficiency.
2. Intelligent Operations Model
   To enable scalability and cost control, Sutherland introduced a hybrid delivery model, blending offshore and nearshore support. Dedicated Centers of Excellence (CoEs) were established for payment operations and compliance, driving continuous process optimization, knowledge management, and regulatory alignment.
3. Real-Time Analytics and Predictive Intelligence
   We built real-time operational dashboards to enhance visibility into performance metrics across business units. In parallel, predictive analytics tools were deployed to proactively identify process inefficiencies, forecast demand fluctuations, and detect potential fraud – supporting faster, data-backed decision-making.
4. AI-Enhanced Customer Experience
   To elevate service quality, Sutherland introduced AI-powered virtual assistants and chatbots to manage high-volume, low-complexity customer interactions. This freed up live agents for more complex queries, while speech analytics and sentiment analysis provided deeper insight into customer behavior—enabling personalization and faster resolution.

The Outcome

Driving Tangible Results Across Cost, Productivity, and Processing Efficiency

Sutherland’s end-to-end transformation program delivered substantial, measurable results – redefining the client’s operational landscape and setting the foundation for long-term scalability and innovation. Through automation, streamlined workflows, and a modernized delivery model, the client realized $40 million in annual cost savings. Productivity surged by 45%, driven by intelligent automation across critical financial workflows. Payment processing accelerated by 30%, as AI-powered reconciliation and dispute resolution reduced delays and errors.

With 100% compliance adherence, the organization strengthened its risk posture through embedded audit controls and continuous monitoring. Most importantly, the client emerged with a scalable, future-ready operating model – enabled by real-time insights, predictive analytics, and AI – well-positioned to lead in an increasingly complex and competitive fintech environment.

That’s digital outcomes delivered!

With Sutherland’s digital transformation and automation expertise, the client successfully optimized operations, enhanced customer experience, and reduced costs – while ensuring compliance and scalability.

This partnership positioned the client for continued growth and innovation, enabling seamless financial transactions and payments processing at scale.