Sutherland Helps Global PC Manufacturer Enhance Customer Support Through Intelligent On-Device Support

Client Overview

A prominent American multinational technology company, renowned for developing, selling, repairing, and supporting computers and related products and services.

The Challenge

Software-Related Issues and Support Delays Eroding Customer Experience and Loyalty

The company was experiencing a surge in software-related issues impacting PC performance and customer satisfaction. While hardware tooling was effective, software support lagged behind, resulting in long wait times and unresolved issues that frustrated customers. Aging devices and increasing software complexities only compounded the problem.

The company aimed to:

• Enhance user experience to differentiate itself in a competitive market
• Reduce support costs through proactive issue resolution
• Empower global service agents with tools to resolve problems faster and reduce repeat calls
• Enable customers to self-fix common issues via context-sensitive guided support

Sutherland Solution

Sutherland implemented an advanced intelligent automation strategy by embedding a lightweight yet powerful intelligent support agent directly into every PC and laptop. The solution consisted of:

1. Proactive, scheduled, and on-demand resolution for hundreds of software issues
2. A comprehensive registry cleaner, powerful optimization routines, and a cloud-based virus remediation engine
3. An interactive DIY segment enabling users to fix common problems without agent intervention
4. A feature-rich Technician Toolkit equipped with workflow sequencing for support teams

Partnering since 2017, Sutherland has developed and integrated these tools with the client’s desktop environment, enabling:

1. Enhanced customer experience with proactive and event-driven fixes
2. Reduced operational expenses by resolving issues before calls
3. Increased agent productivity, improving first call resolution (FCR), reducing average handling time (AHT), and minimizing repeat calls

Following a successful pilot, the solution was globally scaled to over 120 million devices across 120 countries in 27 languages, delivering enterprise-wide impact and continuous adaptive support.

The Outcome

Record Customer Satisfaction and Operational Improvements Through Intelligent Support

Sutherland’s intelligent support solution transformed both operational efficiency and the customer experience. The solution achieved 89.5% customer satisfaction (CSAT) score; enabled proactive issue resolution on 88% of cases, with 77% fewer steps needed to fix problems; deployed to 120 million devices globally, reinforcing the company’s market leadership; and elevated support agent efficiency and customer loyalty through faster more effective resolutions.

That’s digital outcomes delivered!