Digital Transformation for a Global Fintech and Payments Company

Challenge

Optimizing Fragmented Processes to Overcome Operating Headaches

Ranked as one of the largest financial technology providers, our client has a global footprint. But their siloed operating model with fragmented processes spread across thousands of clients and end customers had led to significant headaches.

The cost to serve clients was spiraling upwards. And process inefficiencies were leading to high fraud losses, sub-optimal customer satisfaction scores and increased data security concerns.

Our client needed a partner that could quickly and cost-effectively optimize their entire technology stack to tackle these problems and enhance the customer experience, bringing intelligent automation to their core operations.

Outcome

Delivering A Digital-Led Transformation

We undertook a complete process redesign and optimization, integrating the client’s siloed systems to enable greater risk mitigation and enhanced compliance.

This was supported by a right-shoring strategy, enabling a phased transition to Sutherland's Banking and Financial Services Centers of Excellence around the globe.

Sutherland Sentinel AI was deployed to give real-time employee authentication with data masking of PII data for all client systems.

Sutherland Connect and Speech Analytics, along with intelligent automation powered by Sutherland Robility and Sutherland Extract, transformed the client’s operating model, further driving efficiencies and the end customer experience.