Industry: Communications, Media, and Entertainment | Services: Automation, Business Operations, Digital CX
Client Overview
The client is a global leader in media and communications services with millions of customers across multiple regions. Known for innovation in delivering connectivity and entertainment, the client faced rising operational costs and pressure to provide superior customer experiences.
The Challenge
Reducing Costs While Improving CX in Communications Services
The client struggled with high operating expenses, fragmented processes, and inconsistent customer experiences. Legacy systems limited scalability and efficiency, while increasing competition required a stronger focus on customer-centric operations.
Sutherland Solution
Digital Operations and Intelligent Automation
Sutherland implemented a digital-first operations model for the client, leveraging automation, AI, and advanced analytics to streamline workflows. Processes were standardized across regions, reducing complexity and driving cost savings. At the same time, customer interactions were enhanced with improved responsiveness and consistency.
The Outcome
Lower Costs and Stronger Customer Experiences
Through its partnership with Sutherland, the client achieved a 30% reduction in operating costs while significantly improving customer satisfaction. Automation reduced manual efforts, while analytics provided actionable insights for continuous improvement. The client gained a scalable, future-ready operating model to deliver competitive advantage in a dynamic communications market.
KEY OUTCOMES
Reduction in operating costs
