Global PC Manufacturer generates new revenue of $5M Annually with AI-Powered On-Device Support

Industry: Technology | Services: AI, Automation, Digital CX

Client Overview

A global leader in personal computing and technology innovation, the client is known for its premium PCs, laptops, and customer-first approach. Following rapid growth through acquisitions and investments, the company sought to extend its leadership position by delivering an equally premium customer support experience.

The Challenge

Advancing Support Capabilities to Deliver a Premium Customer Experience

As the client expanded their global footprint, they recognized a key opportunity to evolve their support strategy—shifting from reactive troubleshooting to predictive, value-driven customer service.

For consumer users, this meant improving device longevity and day-to-day usability without requiring costly upgrades. For enterprise clients, the challenge was deeper: enabling real-time visibility into device health and proactively addressing hardware and software issues—such as imminent storage failures—before they caused business disruptions.

To meet this need, the client sought a partner with advanced capabilities in AI, machine learning, automation, and digital experience engineering. Sutherland was selected to design and implement a next-generation intelligent support platform.

Sutherland Solution

Deploying AI-Powered Smart Performance Services at Scale

Sutherland delivered a comprehensive solution suite designed to transform how performance issues are detected, resolved, and communicated—across both consumer and enterprise segments.

1. Smart Performance Application
   A performance tune-up and malware remediation tool deployed on millions of consumer devices, proactively fixing software slowdowns and improving usability through intelligent automation.
2. Embedded AI-Powered Micro-Bot
   A lightweight, embedded bot within enterprise devices used predictive AI/ML models and advanced diagnostics to monitor system health, detect risks in real time, and trigger proactive fixes.
3. Predictive Issue Detection and Resolution
   The micro-bot autonomously identifies degradation patterns—such as memory or storage failure risks—and initiates automated workflows for early resolution, reducing downtime and support calls.
4. Proactive Support Dashboard
   Device intelligence was unified in a centralized portal integrated with CRM systems, customer entitlements, and order data—enabling automatic part shipments and real-time customer notifications.

Together, these components created a frictionless, proactive service experience that increased customer satisfaction and significantly reduced operational burdens.

The Outcome

Smarter Support, Increased Revenue, and Minimized Downtime

Sutherland’s intelligent solution delivered measurable value at scale, driving both top-line growth and operational efficiency. By integrating proactive support services and premium performance offerings, the engagement generated $5 million in new annual revenue, while the reduction of unnecessary field dispatches and multiple truck rolls contributed to substantial cost savings. With over 38 million devices supported globally, Sutherland ensured seamless service delivery at scale. Customer downtime was significantly minimized through the pre-emptive shipment of replacement parts, and predictive diagnostics and resolution strategies not only accelerated issue resolution but also enhanced customer satisfaction and retention. This end-to-end approach exemplifies how intelligent service models can unlock new revenue streams, improve customer loyalty, and scale effortlessly across global operations.

This shift from reactive to predictive support helped the client strengthen brand loyalty, boost operational efficiency, and redefine the value of post-sales service in the technology sector.