AI-Enabled Global Employee Resource Center for a Leading Global Online Retailer — Delivering 99% FCR & 97% Accuracy

Industry: Retail & Consumer Packaged Goods | Services: Digital Operations

Client Overview

A leading global e-commerce and technology enterprise with a large, geographically dispersed workforce needed a scalable, agile HR service delivery model. The organization sought to centralize the administration of the Hire-to-Retire process while enhancing the employee experience through a unified, omni-channel support model.

The Challenge

Managing HR operations at a global scale required a fundamental transformation. With over 2.24 million HR cases per quarter across the Hire-to-Retire lifecycle, the organization needed a flexible, multilingual, and efficient service delivery model that could improve resolution speed, enhance accuracy, and elevate employee satisfaction while ensuring compliance.

Sutherland Solution

Building a Scalable, Digital-First HR Ecosystem

To modernize employee support operations, a scalable and digital-first HR ecosystem was established, integrating global service delivery, AI-enabled decision support, and standardized workflows to improve efficiency, accuracy, and employee experience across the enterprise.

1. Global Employee Resource Center (ERC) Deployment
   Established a centralized Global ERC supporting end-to-end Hire-to-Retire administration and omni-channel employee helpdesk operations. ERC resources were strategically deployed across five global delivery locations—India, Jamaica, Bulgaria, Kosovo, and the Philippines—ensuring scalability, operational resilience, and uninterrupted business continuity.
2. Multilingual Global Support Model
   Enabled support in 11 languages, including English, Arabic, Polish, Dutch, French, German, Spanish, Japanese, Czech, and Romanian. This ensured consistent service delivery and seamless employee experience across global regions.
3. Digitized Workflow Case Management
   Implemented a standardized digital case management framework with 40% workflow digitization. This improved transparency, reduced manual effort, strengthened compliance, and accelerated resolution timelines.
4. AI-Enabled Help Tree Decision Framework
   Developed an AI-powered decision support system to guide HR advisors through structured resolution paths. This significantly improved accuracy, reduced errors, and shortened time to proficiency.
5. Cross-Skilling & Workforce Agility Model
   Introduced a cross-skilling framework enabling case managers to support multiple HR processes. This improved operational flexibility, enhanced resource utilization, and strengthened peak volume management.
6. Innovation Council for Continuous Value Creation
   Established a dedicated Innovation Council driving automation, process optimization, and continuous improvement initiatives—generating measurable annual business value.
   

The Outcome

Measurable Business Impact

The transformation significantly enhanced operational performance and employee experience across the global HR ecosystem. By centralizing support within a digitally enabled Employee Resource Center, the organization achieved 99% First Contact Resolution and 97% accuracy, while reducing resolution timelines by nearly 70%. AI-driven decision tools improved advisor productivity by 20%, and cross-skilling initiatives increased efficiency by 15%. Employee satisfaction rose by 19 percentage points, and innovation-led initiatives generated $1.2M in annual value—creating a resilient, future-ready HR support model.