The Challenge
Advancing Support Capabilities to Enhance the Customer Experience
Our client is a leading worldwide PC manufacturer. After seeing exponential growth through strategic acquisitions and investments, they were now looking to expand their reputation for top-shelf products with a premium support offering.
At the heart of this challenge was the ability to proactively identify issues that affect PC performance. If they could unlock real-time insights from customer devices, that would mean automatic resolution of problems thereby minimizing support intervention. And, for devices showing warning signs of storage failure, they could ship replacements early to avoid downtime, and deliver an unrivaled user experience.
They needed a strategic partner with the advanced AI, analytics, and automation expertise to help them deliver on this goal.
The Outcome
Holistic Smart Performance Services for Next-Level Customer Experiences
Honed through 35+ years of driving digital transformation and reinventing experiences, Sutherland’s core expertise made us the ideal partner to bring the client’s vision to life.
To unlock customer hardware insights, we designed and implemented an intelligent smart performance AI micro-bot. This solution leveraged a predictive AI/ML model and advanced diagnostic tools to proactively identify device performance issues and hardware at risk of failure.
These insights were fed into a Proactive Issue Resolution dashboard, delivered via a client portal. Integrating with the client’s CRM – including customer details such as entitlement and orders – the portal then issued automatic dispatch of replacement parts where necessary, and notified affected users in advance.
By prioritizing dynamic monitoring and management of hardware performance and issues, we maximized uptime and performance – rapidly solving customer issues to increase overall satisfaction.
Deployed on over 38 million PCs, the solution has since generated $16M in additional annual revenue for the client, highlighting how AI-powered support solutions can deliver outsized performance. That’s digital performance unlocked and measurable results delivered!
Additional Annual Revenue Generated
Devices Supported
Downtime Through Proactive Shipment of Replacements
Looking to Drive New Revenue Opportunities With Advanced AI Capabilities?
Services
AI, Automation, Data & Analytics, Digital CX
Industry
Technology
