Global Conglomerate Reduces Technology Costs by 30% Through Cloud Modernization

Reduction in Technology Costs

30%

Reduction in technology costs

25%

Uplift in customer experience

10%

Improvement in AHT and FCR

Client Overview

A prominent conglomerate in the Middle East, representing major global brands across automotive, retail, real estate, finance, and healthcare sectors. The company aimed to modernize its legacy systems to support global expansion and improve operational efficiency.

The Challenge

Legacy Infrastructure Undermining Global Scalability

As the conglomerate pursued aggressive global expansion, its fragmented legacy systems emerged as a critical barrier to progress. Disconnected platforms and siloed data environments resulted in operational inefficiencies, inconsistent service delivery across markets, and rising customer dissatisfaction.

These outdated systems lacked the agility and interoperability required to scale, creating roadblocks in everything from real-time data access to unified customer experiences. To realize its global growth vision, the organization needed a comprehensive digital overhaul – one that could unify operations, modernize its technology stack, and lay the foundation for seamless, scalable expansion.

Sutherland Solution

Intelligent Automation as the Catalyst for Scalable Modernization

To support the client’s global growth ambitions and overcome legacy limitations, Sutherland implemented a multi-pronged modernization strategy powered by intelligent automation, AI, and cloud-native infrastructure:

  1. Cloud-First Foundation
    In partnership with Microsoft, Sutherland engineered a modern digital ecosystem on Azure, featuring a cloud-based data lake and a bespoke customer data platform. This architecture enabled a unified 360° view of customer interactions, laying the groundwork for scalable, data-driven operations.
  2. Advanced Analytics and Predictive Intelligence
    Legacy data infrastructures were revitalized through the deployment of advanced analytics and predictive models. These tools unlocked deeper customer insights and fueled hyper-personalized experiences, improving both strategic decision-making and customer satisfaction.
  3. Omnichannel Experience Optimization
    By integrating platforms such as Sutherland Connect®, Sutherland Engage, Conversational AI, and embedded predictive analytics, the company created a seamless omnichannel environment. This optimized engagement across all customer touchpoints from digital to voice, with consistency and precision.
  4. Customer Engagement Center Rationalization
    Conversational AI bots, tightly integrated with SAP Hybrid, enabled personalized and context-aware interactions at scale. As a result, the company streamlined its global support footprint, reducing ten disparate engagement centers to just two, without compromising service quality.
  5. Operational Excellence Through SaaS Transformation
    Sutherland executed phased digital transformation using SaaS-hosted technologies, reimagining customer journeys and optimizing internal workflows. This significantly enhanced agility, reduced operational overhead, and delivered faster time-to-value across business units.

The Outcome

Scalable Efficiency Gains and Elevated Customer Experience

Sutherland’s intelligent automation and cloud modernization strategy delivered measurable, high-impact results across both operational and customer-facing dimensions.

The company realized a 30% reduction in technology costs and a 25% uplift in customer experience scores, demonstrating the dual value of cost efficiency and improved service quality. Key performance metrics such as Average Handle Time (AHT) and First Call Resolution (FCR) saw a 10% improvement, translating into AED 12 million in annual cost savings.

In a significant milestone, the new cloud-based infrastructure was deployed seven months ahead of schedule, accelerating time-to-value and enabling successful market expansion into two new geographies – a critical step in the client’s global growth agenda.

30%

Reduction in technology costs

25%

Uplift in customer experience

10%

Improvement in Average Handle Time (AHT) and First Call Resolution (FCR)
Industry
Services

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