Strategic Automation Powers 6% Revenue Growth and 11% Workforce Efficiency for Leading Floral Gifting Company

Client Overview

A renowned floral gifting company with over a century of experience in delivering premium floral arrangements and mixed flower bouquets. The company faced challenges in scaling customer support efficiently during peak holiday periods like Valentine’s Day and Mother’s Day.

The Challenge

Fragmented Outsourcing Model Hindering Scalable Growth

Historically, the company depended on multiple outsourcing vendors to manage spikes in customer support demand during peak holiday seasons. However, this fragmented model introduced operational complexity, strained management oversight, and created significant challenges in accurate forecasting and workforce planning.

The lack of centralized control led to inefficiencies, inflated costs, and inconsistent service delivery, ultimately putting customer satisfaction at risk. To sustain growth and enhance operational agility, the company required a streamlined, scalable support model capable of flexing with demand while maintaining exceptional customer experiences.

Sutherland Solution

Building a Resilient, Scalable Support Model Through Intelligent Automation

To address operational inefficiencies and support future growth, Sutherland partnered with the company to implement a comprehensive strategy grounded in intelligent automation and operational consolidation:

1. Consolidation of Support Operations
   Sutherland transitioned the company from a fragmented multi-vendor outsourcing model to a streamlined single global provider approach. This consolidation simplified management oversight, improved service consistency, and enhanced forecasting precision.
2. Deployment of Dedicated Support Centers
   New support hubs were strategically launched in the Philippines, India, and Egypt, providing flexible, scalable staffing models designed to seamlessly absorb seasonal surges and deliver uninterrupted service excellence during peak periods.
3. Advanced Forecasting and Resource Optimization
   Through the integration of advanced analytics, Sutherland enabled more accurate demand forecasting and smarter staffing alignment. This data-driven approach ensured optimal resource allocation, minimized operational waste, and maximized responsiveness to customer needs.

The Outcome

Accelerated Revenue Growth and Operational Excellence 

Sutherland’s intelligent automation strategy delivered a significant, measurable impact across both revenue generation and operational efficiency.

The company achieved a 6% increase in topline revenue, fueled by enhanced customer satisfaction and higher sales conversion rates during critical peak seasons. Staffing efficiency improved by 11%, driven by more accurate forecasting and optimized resource allocation.

Together, these improvements generated an additional $1.3 million in annual revenue and $175,000 in annual cost savings. Even amid seasonal demand surges, the company maintained an impressive 84% customer satisfaction (CSAT) score, ensuring service quality remained consistently high while scaling operations.

That’s digital outcomes delivered!