Telecom Leader Cuts Support Call Time by 20% & Boosts CSAT by 5–10%

Industry: Communications, Media, and Entertainment | Services: SmartLeap® HelpTree, SmartLeap SmartSolve

Client Overview

Serving enterprises from small to large, across an eclectic range of industries, this Fortune 500 company is a leading provider of telecommunications, network, and cloud solutions, focusing on reliability and security.

They are known for their comprehensive, innovative, and flexible telecommunications solutions, but they consider customer service their true differentiator, priding themselves on white glove service.

The Challenge

Elevating Business-level Support Without Rising Cost

The client was looking to level up its support for business clients. Already offering 24/7 support and localized expert knowledge, it aimed to streamline support operations, enhance efficiency, and maintain a high level of satisfaction among its diverse customer base.

They wanted a partner who understood the importance of an excellent customer experience and how to make it scalable and efficient. With an established relationship, Sutherland was the natural choice for this role.

Sutherland Solution

Versatile Teams and Proven Platforms Drive Efficiency

Sutherland leveraged existing consumer support capabilities—enabling technicians to serve both B2C and B2B clients. We integrated SmartLeap® HelpTree and SmartSolve platforms to scale knowledge tools across segments seamlessly. 

This strategic realignment not only ensured optimal team utilization but also enhanced the quality and consistency of the support provided. The transformation increased customer satisfaction and reduced support call handle time by 20%.

The Outcome

Unified Support Yields Faster Service and Happier Customers

The strategy resulted in a 20% faster call resolution and a 5–10% lift in CSAT—across business and consumer categories. Teams became more agile and efficient, delivering high-quality, scalable support that satisfied customers consistently.