Engineering Digital Outcomes to Transform Retail

We reimagine customer experience across the various end consumer journeys, using intelligent automation, AI-led personalization, and experience engineering. Our Connect framework powers real-time, multilingual, and persona-based engagement across voice, email, social, chat, and mobile channels.

Sutherland provides omnichannel solutions that streamline customer interactions across various touchpoints, including reservations, bookings, billing, and support. These solutions are designed to improve customer satisfaction and engagement, particularly in sectors dealing with urgent and sensitive scenarios such as drugstores, high value purchases such as luxury items and furniture, and various others including health related wearables.

Key Capabilities

Omnichannel Experience Management
Deliver seamless interactions across every stage – Reservations, Loyalty, Trust & Safety, and Issue Resolution – through unified, intuitive interfaces that enhance customer satisfaction and operational clarity.

Conversational AI & Multilingual Chatbots
Engage customers effortlessly with generative AI-powered virtual agents that provide intelligent, context-aware responses in over 100 languages, ensuring global scale with local nuance.

Journey Mapping & Persona Insights
Map end-to-end customer journeys across all touchpoints to uncover pain points, refine personas, and prioritize the most impactful areas for transformation.

AI-driven Personalization
Leverage behavioral data and real-time analytics to trigger tailored, timely experiences – boosting engagement, conversion, and lifetime value through dynamic personalization.

Customer Experience (CX) & User Experience (UX) Optimization
Sutherland provides omnichannel solutions that streamline customer interactions across various touchpoints, including reservations, bookings, billing, and support. These solutions are designed to improve customer satisfaction and engagement, particularly in sectors dealing with sensitive cargo such as live animals, pets, and temperature-sensitive goods.

Store and Online Operations

Planogram Design and Shelf Placement Services
Optimize merchandising with AI-powered visual validation, dynamic shelf planning, and virtual planogram testing for better space productivity.

Sell Support and Cart Management
Enhance conversion with real-time agent assist, smart cart prompts, and automated engagement to recover abandoned carts and drive upsell.

Vendor Onboarding and Contract Management
Accelerate partner onboarding with intelligent document extraction, contract summarization, and digital workflow orchestration.

PIM and Campaign Management Services
Streamline product information workflows and activate personalized campaigns with AI-driven content enrichment and targeting intelligence.

Customer Loyalty and Engagement Services
Boost retention through predictive customer lifetime value modeling, tailored loyalty triggers, and omnichannel engagement strategies.

Supply Chain and Vendor Management

Order Management – Fulfillment, Price Elasticity, etc.
Ensure seamless fulfillment and agile pricing with predictive demand insights, inventory-aware order routing, and price optimization models.

Master Data Management
Maintain clean, consistent, and intelligent master data across products, customers, and assets using automated validation and enrichment tools.

Inventory Management Analytics
Drive availability and cost-efficiency with real-time inventory tracking, dynamic replenishment, and loss forecasting.

Lead and Quote Management on Price and Products
Generate timely, competitive quotes with AI-supported product matching, price intelligence, and lead prioritization.

After Market / Field Support Services

Customer Service – Channels, Cost, Unit Cost to Serve
Deliver efficient support with AI-led triage, channel routing optimization, and intelligent automation to reduce service cost per contact.

Warranty Management – Insights and Inferences
Simplify warranty handling with smart document processing, fraud detection, and proactive outreach for claim readiness.

Reverse Logistics
Optimize returns with intelligent routing, automated eligibility checks, and streamlined resolution pathways for customers.

Field Services Management
Improve service delivery with predictive scheduling, technician enablement tools, and skills-based job assignment.

Asset Monitoring
Enable proactive support with IoT-enabled monitoring, automated alerts, and predictive maintenance interventions.

Facility Management as a Service
From real-time monitoring of critical systems to predictive maintenance and smart environment controls, our solutions enhance operational continuity, reduce energy and labor costs, and elevate customer comfort through intelligent, tech-driven orchestration.

Trust & Safety
Protect your brand and community with AI-powered trust and safety solutions that detect threats, prevent abuse, and ensure compliance – delivering secure, inclusive experiences across every digital touchpoint.

Digital Finance
Digital solutions for finance operations.

HR Operations
Optimize HR processes, enhance EX

Sutherland delivers application modernization and custom digital solutions to address core enterprise needs in TMS, WMS, finance, and CX. Our low-code, API-ready platforms ensure fast time-to-value, easy integration, and scalable architecture.

Key Solutions

Robilty®
A low-code hyper automation platform that seamlessly combines business process management (BPM), advanced analytics, and intelligent bot orchestration to drive enterprise-wide automation at scale.

ServiceNext
A modular intelligent automation platform designed to streamline operations – integrating digital plumbing, agile workflows, and deep process intelligence for faster, smarter service delivery.

Partner Integration Ecosystem
Enable real-time visibility and orchestration across the logistics value chain with integrated solutions for tracking, rate discovery, booking, and data exchange – built for 3PLs, TMS providers, and shippers.

Smart Inventory & Work Order Management
Optimize logistics with AI-driven tools for inventory simulation, planning, and execution – empowering transport and warehouse operations with predictive intelligence and operational agility.

Our foundational digital architecture is built to deliver resilience, scalability, and data-centric agility. Sutherland enables enterprises to unify IT/OT/IoT infrastructure, modernize their cloud and data stack, and adopt predictive intelligence frameworks.

Key Capabilities

Cloud-Native Infrastructure
Scalable, Azure-powered deployments with API integrations, containerized (Dockerized) services, and elastic cloud architectures built for resilience, agility, and speed.

Integrated Data Layer & Command Center
Unified, single-pane dashboards that consolidate enterprise, operational, and customer data – delivering real-time visibility and actionable insights across the organization.

Advanced Analytics & Data Fabric
Unlock 360° intelligence with CX insight hubs, predictive models for asset health and customer churn, and advanced analytics for fraud detection and risk mitigation.

Cybersecurity & Regulatory Compliance
Enterprise-grade, secure-by-design platforms aligned with SOX, SOC, and global compliance frameworks – ensuring data protection, governance, and peace of mind.

Data & Analytics
Sutherland’s advanced analytics capabilities enable clients to transform complex data into actionable insights. This empowers organizations to make informed decisions, scale strategic innovation, and mitigate risks, providing a competitive edge in the evolving digital landscape.