The Challenge
Revolutionizing Siloed Legacy Environments Demanded an Integrated Approach
The client is a leading conglomerate in the Middle East, representing many of the world’s largest brands in auto, retail, real estate, finance, and healthcare.
The company’s massive growth triggered ambitions for global expansion. But moving into Europe and Asia Pacific meant competing on an entirely different playing field where brand awareness alone wasn’t enough to rely on. To succeed they needed to achieve new levels of digital readiness and transform legacy systems and processes.
The biggest hurdle was the company’s siloed operations, a huge roadblock in its need to scale. This environment created several issues such as data fragmentation, leading to inconsistencies in product and service delivery and escalating customer frustrations. In addition, their systems were outdated and needed modernization, to power process automation and other business solutions required to compete in a global market.
With the urgent need for a comprehensive overhaul, our client sought innovative solutions to unify their operations, streamline services, and establish a robust technological infrastructure capable of supporting their ambitious global growth plans. Identifying an additional missed opportunity to leverage customer interactions for driving loyalty and revenue, they also wanted a partner to help them deliver personalized and differentiated experiences.
Our client engaged with several global consulting companies but was left unsatisfied with the strategic direction they recommended – and the huge cost proposed for expansion.
Then they met Sutherland.
The Outcome
Elevating Customer Experience Through Timely Execution of Complex, Holistic Digital Transformation
Sutherland’s strategy stood out against the competition with an integrated approach that would completely reinvent our client’s front-office experience and back-office operations. Sutherland proposed a suite of tailored solutions capable of turning these legacy environments into state-of-the-art business enablers, while affordably overcoming the technical barriers to modernization success.
We joined forces with our strategic partner Microsoft to construct a new client ecosystem on Azure. To accelerate the client’s analytics roadmap, we deployed predictive models to modernize their legacy data infrastructure.
Functionally, this was delivered through an Azure cloud-based data lake and the implementation of a tailored customer data platform to unlock a true 360° view of all customer interactions across the client’s retail, real estate, and automotive lines of business.
From there, we executed multiple stages of digital transformation of our client’s systems using our SaaS hosted technologies and omnichannel platforms. Integrating advanced tools such as Sutherland Connect®, Sutherland Engage, Conversational AI, and seamless speech and predictive analytics, we paved the way for exceptional customer experiences. Together, these solutions optimized critical business operations while reinventing experiences across the entire customer journey.
We also leveraged data analytics to deliver LTV, persona segmentation, churn, and propensity-to-buy models. This led to a far deeper understanding of customer preferences, enabling hyper-personalization and resulting in a 25% improvement in the overall customer experience. Conversational AI bots, integrated with SAP Hybrid, were used to further personalize customer experiences across marketing, digital, and service support, enabling the consolidation of our client’s 10 customer engagement centers down to just two.
Through this unique approach to the modernization of our client’s underlying systems, and the creation of a highly scalable, cloud-enabled infrastructure, Sutherland also achieved the distinction of becoming the first and only global company offering Microsoft Azure Cloud solutions in the Middle East.
Sutherland’s IT services played a pivotal role in integrating various new technologies, including SAP, while our Digital Consulting team designed and implemented strategies to enhance customer engagement.
As a result of our 360° approach, the client launched their new cloud environment seven months ahead of schedule. They were also able to successfully expand into two new geographies – armed with the technical capabilities required to navigate and achieve outsized business performance. That’s digital performance unlocked and measurable results delivered!
Reduction in technology costs
Improvement in Average Handle Time (AHT) and First Call Resolution (FCR)
AED annual cost savings
Discover More About Sutherland Connect®
Services
Business Process as a Service, Enterprise Packaged Applications, Data & Analytics, Sutherland Connect®, Engage, Conversational AI
Industry
Retail and Consumer Packaged Goods
