Transforming Customer Experience for a Global Remittance Service With Sutherland's Insight and Design Labs

Industry: Banking and Financial Services | Services: Automation, Data and Analytics, Digital CX, Digital Operations

Client Overview

Trusted by millions of customers worldwide, this client connects families and enterprises through fast, secure, and affordable international transfers. One of the world’s fastest-growing digital remittance service providers, it enables individuals and businesses to send money to over 170 countries in 75 currencies from 21 sending markets.

With operations spanning North America, Europe, Asia, and Latin America, the company has established itself as a leading fintech innovator in the global payments space. Its continued success depends on delivering a frictionless digital experience, where speed, reliability, and customer confidence are paramount.

The Challenge

Facilitating Further Growth Without Business Service Disruption

Growing more than 40% year-on-year, the client’s rapid global expansion brought rising operational complexity.

As transaction volumes surged, fragmented back-office processes and limited customer insights began to slow responsiveness and increase service costs. Customers expected near-instant transfers and personalized support, yet inconsistent omnichannel experiences and manual workflows made that difficult to deliver at scale.

The client also struggled to maintain consistent performance in key markets like India and Latin America, where language diversity, compliance requirements, and time-zone coverage added further strain on existing teams.

To sustain growth and protect its customer reputation, the company needed to reimagine its operating model. The mandate was to introduce automation, analytics, and design-led process improvements to reduce cost, strengthen efficiency, and enhance customer experience across every touchpoint.

Sutherland Solution

Collaborating to Deliver Seamless User Experiences

1. Design Thinking and Process Reimagination
   Sutherland Labs partnered with the client to conduct a design-thinking workshop focused on mapping the complete customer journey. Together, they developed a future-state operating model centered on improving customer interactions and streamlining global remittance operations. This exercise laid the foundation for a hub-and-spoke model, with micro hubs in Colombia, Egypt, and India supporting the client’s high-growth markets.
2. Omnichannel Experience and Self-Service Enablement
   A unified customer experience framework was introduced to harmonize interactions across chat, email, and voice channels, without requiring additional capital investment. The new design enabled faster responses, reduced remittance timelines, and increased self-service adoption by creating consistent digital touchpoints for customers across geographies.
3. Analytics-Driven Customer Insights
   Using Speech Analytics and Conversational AI, the client gained 360-degree visibility into customer journeys. These tools analyzed millions of interactions, identifying friction points and service improvement opportunities. Insights from this data were used to refine workflo

The Outcome

Driving Efficiency, Scalability, and a Better Global Customer Experience

The transformation delivered measurable impact across speed, cost, and experience.

By introducing a new hub-and-spoke model and re-engineering workflows, the client achieved 30% annual cost savings without additional capital investment. Operations became more agile, supporting 40% year-on-year growth and flexing capacity seamlessly across geographies and seasonal peaks.

Enhanced visibility through Speech Analytics and Conversational AI allowed the client to anticipate customer needs, streamline interactions, and accelerate processing. KYC timelines improved by 20%, while stronger AML controls ensured faster, more compliant remittances. Customers benefited from quicker, more consistent, and more personalized experiences across every channel.

All of this was achieved with zero disruption to ongoing operations – a transformation that not only supported global expansion but also built a scalable, insight-driven foundation for continuous innovation in customer experience.