Industry: Technology | Services: Business Operations, Business Process as a Service, Digital CX, Analytics, Artificial Intelligence, Customer Experience
Client Overview
The client is a Fortune 500 company specializing in computer hardware and technology, serving both enterprise and consumer markets globally. With millions of customers and a wide range of service needs, the company required a smarter way to manage technical support and field service dispatches without compromising quality.
The Challenge
Reducing Dispatch Costs While Maintaining Service Quality
The client faced excessive costs due to high volumes of unnecessary field dispatches. Many issues that could have been resolved remotely were resulting in expensive on-site visits, creating inefficiencies, driving up costs, and negatively impacting customer satisfaction. The company needed a solution that balanced cost control with superior service delivery.
Sutherland Solution
AI-Powered Remote Support Optimization
Sutherland partnered with the client to transform its service model by leveraging AI and process reengineering. The solution included:
- AI-enabled diagnostics to resolve issues remotely before dispatching technicians
- Decision-support tools to help agents determine when on-site visits were necessary
- Process redesign to streamline support workflows and reduce service bottlenecks
- Analytics insights to continuously optimize dispatch strategies
The Outcome
Smarter Service, Lower Costs, Happier Customers
By implementing AI-driven remote diagnostics and optimizing dispatch decisions, Sutherland helped the client reduce unnecessary field visits by 30%. This resulted in $16 million in annual savings, while also improving resolution times and customer satisfaction. The client now benefits from a leaner, smarter support model that strikes a balance between efficiency and an enhanced service experience.
KEY OUTCOMES
In annual savings
Reduction in unnecessary dispatches
