When a critical machine goes down, or a warranty claim stalls, customers turn first to the dealer or partner in front of them, not the manufacturer. Fragmented service desks, manual warranty checks and disconnected dealer networks slow response, driving up cost and eroding loyalty as EV and connected products widen the partner ecosystem. Sutherland’s Uptime360 and ValueChain BPaaS orchestrate emergency response, warranty resolution and aftermarket service across dealer networks, so every customer gets a fast, informed answer.
30%
Cost reduction, 10% AHT & FCR gain
43%
AI-led containment
500+
Processes redesigned, 100% digital enablement
25-50%
Faster warranty resolution
15-30%
Higher first-time fix rates
3x
Faster customer purchase cycles
Who We Serve
Industrial Machinery & Heavy Equipment
Service, uptime and aftermarket support.
Building Systems, HVAC & Elevators
Emergency dispatch and compliance-led service.
Agricultural & Commercial Vehicle
Dealer case routing and parts support.
Process Manufacturing
Partner onboarding, traceability and channel-integrity support.
Safety-critical emergency CX, dealer and warranty support.
Service, uptime and aftermarket support.
Emergency dispatch and compliance-led service.
Dealer case routing and parts support.
Partner onboarding, traceability and channel-integrity support.
Our Solutions
Sutherland’s named BPaaS plays – Uptime360 and ValueChain – combine process ownership with embedded AI so customer, dealer and partner interactions across emergency service, warranty and aftermarket are faster, safer and outcome-led.
Customer-to-core Orchestration
Connect demand, dealer signals, supply chain and service data.
Experience Transformation
Design intelligent journeys across customer, dealer and partner ecosystems.
Sutherland Labs
Journey mapping and human-centered redesign for manufacturing CX.
Uptime360
Emergency CX – 24/7 omnichannel intake, triage and dynamic dispatch across teams and dealer networks.
ValueChain
Aftermarket Services – spares inquiry, warranty claims adjudication, reverse logistics and predictive replenishment.
Omnichannel Support
Voice, chat, digital and self-service for customers and partners.
Sutherland Connect
AI-powered omnichannel customer engagement.
Conversational AI
Chat and voice automation for scalable self-service.
Sutherland CX360
Analyze interaction data to improve service, retention and outcomes.
SmartLeap HelpTree
Knowledge management and guided resolution for agents and field teams.
Warranty and Dealer Operations
Claims, returns, validation and aftermarket case support.
Sutherland Anywhere
Distributed workforce support for service and dispatch teams.
eSeal®
Product traceability that enriches warranty and service context.
Robility®
Low-code automation for claims, returns and case workflows.
Extract.AI
Automated data capture for spares, claims and quality records.
Sutherland Translate AI®
Multilingual support across global dealer networks.
CRM/ERP/MES Integration
Connect service teams to orders, inventory and warranty context.
Cloud and API foundations
build scalable CX and partner platforms.
Data and Analytics
Unify CX, product, dealer and operational insights.
Security and compliance
Support safe handling of customer, dealer and partner data.
Why Sutherland
Named BPaaS Outcomes
Uptime360 and ValueChain combine process ownership with embedded AI, sold as outcomes.
Dealer Network Reach
Dynamic dispatch and case routing across internal teams and dealer networks.
AI-led Containment
Connect, CX360, Conversational AI and HelpTree drive high self-service containment.
Manufacturing Proof
Automotive, industrial equipment, building systems and aerospace reference wins.
Warranty-to-recovery
Closed-loop compliance, warranty entitlement and recovery auditing built in.
Outcome Focus
Aligns CX to retention, resolution, service quality and revenue protection.
Our Partners
