The Challenge
Overcoming Support and Supply Chain Complexities
Our client is one of the largest global technology companies that develops, sells, repairs, and supports computers and related products and services.
Customer support is a critical pillar for their success. However, the organization faced significant support and supply chain issues due to a liberal returns policy with high RMAs (Return Material Authorizations). The volume of returns and repairs led to supply chain management challenges, with shipment delays and non-delivery impacting customer satisfaction and causing reputational damage.
The company turned to several consulting companies to try and solve the problem. Most proposals suggested overhauling the returns policy and providing staff with advanced training for PC support.
Sutherland took a different approach.
The Outcome
Proactive Customer Support Powered by Advanced AI
Leveraging our advanced products and platforms, and expertise from hundreds of unique inventions and patents across AI and other technologies, we came up with a radical solution to solve the client’s challenge.
An intelligent micro-AI bot was designed and developed that could be installed on every PC and laptop our client manufactured. Adopting an experience-led approach, the goal was not only to solve the customer support challenge, but to reduce operating costs and create a positive perception about their overall brand.
The bot used machine learning capabilities to identify patterns and learn from user issues. It then implemented those learnings to self-heal problems and collaboratively work with users to solve issues – ultimately, mitigating the need to return the computer or send it for repairs.
We tested the micro-bot on a subset of computers and it dramatically cut down support requests. Crucially, the additional information gathered by the bot made support requests easier to diagnose and solve when they did need to be escalated to a human agent. Based on these results, our client deployed the bot at scale on over 100 million computers.
Since implementing the solution, the company has been awarded “Best PC Support” for two consecutive years and their customer experience scores are the highest in the company’s history – sitting at 89.5%, with 70% of customers awarding the organization a perfect 10.
Applying new digital capabilities to enhance support performance also led to significant revenue-driving results:
- $120million annual revenues generated from Premium Support Plus subscribers.
- $116million in savings annually through NTF (No Trouble Found) depot repairs, and lost revenue through returns and refurbished discounted sales.
That’s digital performance unlocked and measurable results delivered!
CSAT score achieved
Savings through repair and return mitigation
Bot downloads on installed PCs
Ready to Harness AI to Transform Your Customer Support?
Services
AI, Automation, Digital CX
Industry
Technology
