RETAIL, MARKETPLACES, AND CONSUMER PACKAGED GOODS

Engineering Digital Outcomes to Transform Retail

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Consumer expectations are rising. Markets are shifting. Retail, marketplaces, and consumer packaged goods (CPG) leaders are reinventing how they operate, engage, and grow — blending digital and physical worlds, personalizing every interaction, and using data and agility to stay resilient.

Sutherland works with leading retailers and CPG brands worldwide to deliver full-scale digital transformation: designing seamless omnichannel experiences, driving AI-powered personalization, enabling direct-to-consumer growth, and optimizing supply chains. Backed by deep industry expertise and proven digital platforms, we help clients unlock growth, boost efficiency, and achieve measurable outcomes across the value chain.

DIGITAL OUTCOMES DELIVERED

3.4%

Improvement in working capital

30%

Optimization in tech spend

10%

Increase in sales conversions

$300M+

In savings through returns management

2x

New feature adoption

65%

Reduction in total cost of ownership

Who We Serve

Retail

Sutherland helps retailers succeed across every channel where products and customers connect, from store aisles to digital storefronts. In this fast-changing landscape, we enable brands to adapt quickly to shifting behaviours and rapid tech innovation.

  • Apparel, luxury, and accessories
  • Grocery
  • Mass merchandise and department stores
  • Home improvement and furnishings
  • Drugstore, health and beauty
  • Quick service restaurants, convenience, and fuel
  • Consumer electronics
  • Off-price/discounts
  • Specialty retail

Consumer Packaged Goods (CPG)

Online Marketplaces

Case Studies

Our Solutions

Digital Transformation

Sutherland drives comprehensive digital transformation across Retail and Consumer Packaged Goods (RCPG) by orchestrating people, processes, and platforms to unlock new business models and improve operational outcomes. Through outcome-driven advisory, agile execution, and platform-led services, we enable a seamless pivot from legacy systems to future-ready digital architectures.

Key Capabilities

Experience-Led Transformation
Harness deep Voice of Customer and Employee insights to design seamless CX/EX journeys and deliver end-to-end omnichannel transformation that elevates engagement and loyalty.

Hyperautomation
Unleash powerful time and cost savings by integrating Robility®, Extract.AI, and BPA – automating paper-heavy, manual processes with over 60% reduction in time and 98%+ accuracy.

Digital Engineering
Modernize core systems and unlock agility through cloud-native architectures, legacy transformation, and real-time IoT/OT integration for intelligent data orchestration.

Digital Acceleration Centers
Co-create the future of transformation in dedicated innovation hubs—rapidly prototype, validate, and scale breakthrough solutions across industries and use cases.

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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.

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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



Digital Applications

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.

Digital Foundation

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.

Why Sutherland

Trusted by Global Retail Brands

With 30+ clients across 9 countries, we’re a proven partner to industry leaders – driving scalable transformation and sustained growth.

Retail-Specific Expertise

Backed by 160M+ CX interactions annually, our deep domain knowledge and best practices help retailers elevate performance and customer satisfaction.

Seamless Customer Experience

We design hyper-personalized, omnichannel journeys that boost loyalty and conversion through intelligent engagement and targeted promotions.

Innovation that Delivers

From DTC strategies to subscription and experiential models, we help retailers unlock new revenue streams and stay ahead of evolving expectations.

Advanced Digital Capabilities

Our solutions leverage AI, automation, analytics, and cloud to optimize operations and enable smarter, faster decisions across the retail value chain.

Outcome-Based Partnership Model

With outcome-driven engagements, we align to what matters most – delivering measurable results in efficiency, experience, and revenue impact.

Analyst Recognitions

Finance and Accounting Outsourcing

Placed in ‘Star Performer’ category in its 2023 Peak Matrix Assessment for Finance and Accounting Outsourcing

Placed in the ‘Horizon 2’ category of the HFS Horizons: The Best Enterprise Innovator for Retail and CPG Service providers 2023

Our Partners

Apigee

API management platform enabling businesses to design, secure, and scale APIs

API Management

Augment CXM

AI-powered tools to enhance customer experience management.

Contact Center

AutomationAnywhere

Intelligent automation solutions to help businesses reimagine their operations

RPA/OCR

Avaya

Cutting-edge communication and collaboration solutions for enhancing customer engagement.

Contact Center

AWS

With AWS, we consistently deliver innovation and tangible business value for clients.

Cloud Hosting, Data Warehouse

Azure

Cloud services enabling businesses to build, deploy, and manage enterprise applications.

Cloud Hosting, Data Warehouse

Boomi

Enhancing data flow and providing seamless connectivity across your digital ecosystem.

API Management

Dialogflow

Google’s AI-powered platform for creating conversational experiences through chatbots and voice assistants.

Contact Center

Genesys

Contact center solutions for optimizing operations and enhancing customer experiences.

Contact Center

Google cloud

Unlock the power of scalable, secure, and innovative cloud solutions.

Cloud Hosting, Data Warehouse

Informatica

Data management solutions for harnessing insights and scaling innovation.

Business Intelligence

Looker

Powerful data analytics and visualization tools for driving enhanced business performance.

Business Intelligence

Floqast

Cloud-based accounting software that automates and improves accuracy in financial close processes.

R2R/P2P

Microsoft

Delivering cutting-edge enterprise solutions for accelerating digital transformation journeys.

CRM

Mulesoft

Enabling integration of diverse systems and enhancing data connectivity.

API Management

Oracle

With Oracle, we provide clients the comprehensive digital solutions they need to succeed.

Cloud Hosting

Powerbi

Powering actionable insights and data-driven decision-making at scale.

Business Intelligence

Salesforce

Harness the power of Salesforce’s CRM solutions to transform customer experience.

CRM

Ariba

Comprehensive procurement and supply chain solutions for enhancing efficiency.

R2R/P2P

Concur

Solutions for streamlining travel and expense management processes.

R2R/P2P

Sas

Enabling organizations to scale advanced analytics and AI capabilities.

Business Intelligence

Servicenow

Enabling simplified digital workflows and enhanced service management capabilities.

CRM

Snowflake

With Snowflake, we help transform companies into data-driven enterprises.

Data Warehouse

Tableau

Propelling data-driven decision-making with powerful visual analytics.

Business Intelligence

Tesserect

Advanced OCR technology for automating text extraction from images and documents.

RPA/OCR

Trintech

Solutions for financial close automation and compliance.

R2R/P2P

UIPath

With UIPath, we unlock the full potential of automation to drive agility and efficiency.

RPA/OCR

Verint

Enabling advanced customer engagement solutions for improving CX.

Contact Center

Zendesk

Empowering organizations to deliver exceptional customer support experiences.

CRM

Explore All Industries

Explore All Industries

Explore All Solutions

Explore All Solutions

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Get in Touch

Thanks for reaching out!

We look forward to talking soon.