Prepaid Debit Card Provider Improves CX and Cuts Handling Time by 25%

Industry: Banking and Financial Services | Services: Business Operations, Digital Consulting, Digital CX

Client Overview

The client is a leading provider of prepaid debit cards and financial services with millions of customers across the United States. Focused on delivering seamless financial access and convenience, the company manages high transaction volumes and complex customer needs.

The Challenge

Enhancing CX in a Competitive Financial Services Market

The client faced rising operational costs, increasing call volumes, and inconsistent customer experiences. Manual processes slowed resolution times, while limited digital capabilities hindered scalability. To stay competitive, the provider needed a modern customer experience model that prioritized speed, accuracy, and customer satisfaction.

Sutherland Solution

Digital-First CX Transformation for Financial Services

Sutherland reimagined the client’s operations with a digital-first approach. Intelligent automation streamlined workflows, while AI-powered tools enabled agents to resolve customer queries faster with greater accuracy. Advanced analytics provided insights to refine operations and elevate the customer journey continuously.

The Outcome

Faster Handling, Higher Satisfaction, and Future-Ready Operations

By partnering with Sutherland, the client achieved a 25% reduction in average handling time and saw an improvement in customer satisfaction scores. Digital-first workflows enhanced efficiency and scalability, ensuring consistent, high-quality experiences. The transformation positioned the client as a customer-centric financial services provider, ready to meet evolving market demands.