Retail enterprises need smarter, more connected operations across item data, finance, fulfillment, customer support, returns, store operations and digital asset management.
Sutherland Digital Business Services ( DBS) combine AI, automation, analytics and deep retail process expertise to modernize the operational core. We help retailers improve data quality, reduce returns costs, increase efficiency and strengthen omnichannel performance at scale.
~65%
Lower Item data operations cost
95%+
Product data accuracy
$300M+
in returns savings
10%
Higher omnichannel conversion
30%
Optimization in technology spend
65%
Lower total cost of ownership
Who We Serve
Retailers
We support store operations, item operations, customer service, returns and finance workflows.
Consumer Packaged Goods
We support returns management, warranty operations, product data and supply-chain workflows.
Marketplaces and Ecommerce
We manage reverse logistics, seller support, trust operations and catalog workflows.
QSR
We enable knowledge management, store support and faster guest issue resolution.
Digital Commerce Teams
We support PIM, DAM, catalog QA, campaign operations and product content enrichment.
We support store operations, item operations, customer service, returns and finance workflows.
We support returns management, warranty operations, product data and supply-chain workflows.
We manage reverse logistics, seller support, trust operations and catalog workflows.
We enable knowledge management, store support and faster guest issue resolution.
We support PIM, DAM, catalog QA, campaign operations and product content enrichment.
Our Solutions
Sutherland Retail Digital Business Services modernizes the operational core – item ops, store ops, reverse/returns management, DAM, finance, order management, inventory, warranty, fraud and customer service automation.
Operating Model Redesign
Simplify and connect core retail workflows across functions, channels and operating teams.
Outcome-Based Transformation
Align Digital Business Services to measurable improvements in cost, accuracy, conversion and margin.
Digital Acceleration Centers
Rapidly prototype and scale AI- and automation-led retail workflows.
Customer Service Automation
Automate omnichannel support and optimize cost per contact while maintaining service quality.
Knowledge Management
Use SmartLeap HelpTree to guide store associates, customer service teams and self-service journeys.
Trust and Safety / Fraud Management
Protect customers, platforms and revenue from abuse, fraud and policy risk.
Item Operations
Manage master data, content enrichment, vendor onboarding and PIM syndication at scale.
Store Ops Central
Support stores with issue triage, associate knowledge and structured escalation workflows.
Reverse and Returns Management
Manage return eligibility, inspection, refunds and logistics orchestration end to end.
Digital Asset Management
Strengthen DAM, catalog QA, content governance and product data workflows.
Digital Finance
Modernize finance operations through outsourced F&A, reconciliation, close automation and compliance support.
Cloud-Native Infrastructure
Build scalable foundations for commerce, finance and customer experience operations.
Integrated Data Layer
Connect customer, product, store and operational data to improve visibility and decision-making.
Advanced Analytics and Data Fabric
Use predictive insights to improve returns, fraud, churn and inventory performance.
Partners
With AWS, we consistently deliver innovation and tangible business value for clients.
Cloud services enabling businesses to build, deploy, and manage enterprise applications.
With UIPath, we unlock the full potential of automation to drive agility and efficiency.
Why Sutherland
Retail-Specific Digital Business Services
We bring purpose-built expertise across finance, item data, fulfillment, store and customer support operations.
Proven Item Operations Impact
We help achieve lower item-data costs while improving product-data accuracy across channels.
Returns Economics
We help reduce return costs through intelligent workflows, automation and reverse-logistics expertise.
AI and Automation Depth
We combine Robility, SmartLeap HelpTree, Extract.AI, eSeal, CX360 and analytics across retail operations.
Outcome-Focused Delivery
We align governance and operations to measurable improvements in efficiency, CX and revenue performance.
Global Retail Experience
We support more than 30 leading retail brands across nine countries.
