Up to 6x Increase in Digital Adoption for a Leading US Telematics Provider

Industry: Technology | Services: Artificial Intelligence, Digital Engineering Services

Client Overview

Our client is a leading US-based telematics company, providing sophisticated solutions to transform a legacy, high-friction support model into a modern, intelligent, self-service experience—driving adoption, efficiency, and measurable business impact. Serving thousands of business customers, their platform is critical for monitoring assets and ensuring operational efficiency. The organization is focused on delivering a best-in-class customer experience to maintain its competitive edge in a rapidly evolving market.

The Challenge

Overcoming an Outdated and High-Friction Support Model

The client faced low digital adoption, high support costs, and an overreliance on voice and email channels. Customers struggled with an outdated portal, while support teams were overwhelmed with repetitive Tier-1 queries.

Key challenges included:

• Low Digital Adoption: An outdated and non-intuitive portal led to a digital adoption rate of only 5%.
• High Support Costs: Over-reliance on live agents for repetitive, Tier-1 queries resulted in high service costs and inefficient resource allocation.
• Fragmented Customer Experience: Customers faced a disjointed journey with a lack of self-service options, leading to frustration and impacting satisfaction.

Sutherland Solution

An Intelligent, AI-Powered, Self-Service Transformation

Sutherland’s Tech & Innovation Group (TIG) reimagined the end-to-end customer experience, applying design thinking to redefine how customers engage with support. This vision was brought to life by Sutherland’s Salesforce practice team from Digital Engineering Services through a scalable implementation on Salesforce Experience Cloud. As part of Sutherland’s strategic partnership with Salesforce, we also navigated the transition from the deprecated Einstein Bot framework to Salesforce Agentforce, ensuring a future-ready AI foundation with improved intent recognition and automation.

The result: an Intelligent Experience Portal powered by:

1. Lightning Web Components for a modern, intuitive UI
2. Salesforce Agentforce for AI-driven conversational support
3. Seamless Knowledge Base integration
4. Omni-channel routing with full context preservation

The Outcome

Massive Gains in Digital Adoption and Operational Efficiency

This transformation showcases how Sutherland’s Salesforce Experience, Cloud expertise, combined with experience-led innovation from TIG, helps organizations move from reactive support to intelligent, digital-first engagement. The new Intelligent Experience Portal drove immediate and substantial improvements in adoption, efficiency, and customer satisfaction.

The new platform not only addressed the immediate challenges but also provided a scalable foundation for the company’s growth. By automating Tier-1 support and providing unified visibility across cases, devices, and orders, we empowered the client’s support team to become more productive and strategic.