Prepaid Debit Card Provider Improves CX and Cuts Handling Time by 25%
25%
Reduction in average handling time100%
Digital-first workflow transformation10%+
Improvement in customer satisfaction (CSAT)
The Challenge
Enhancing CX in a Competitive Financial Services Market
The client faced rising operational costs, increasing call volumes, and inconsistent customer experiences. Manual processes slowed resolution times, while limited digital capabilities hindered scalability. To stay competitive, the provider needed a modern customer experience model that prioritized speed, accuracy, and customer satisfaction.
Sutherland Solution
Digital-First CX Transformation for Financial Services
Sutherland reimagined the client’s operations with a digital-first approach. Intelligent automation streamlined workflows, while AI-powered tools enabled agents to resolve customer queries faster with greater accuracy. Advanced analytics provided insights to refine operations and elevate the customer journey continuously.
The Outcome
Faster Handling, Higher Satisfaction, and Future-Ready Operations
By partnering with Sutherland, the client achieved a 25% reduction in average handling time and saw an improvement in customer satisfaction scores. Digital-first workflows enhanced efficiency and scalability, ensuring consistent, high-quality experiences. The transformation positioned the client as a customer-centric financial services provider, ready to meet evolving market demands.
25%
Reduction in average handling time100%
Digital-first workflow transformation10%
Improvement in customer satisfaction (CSAT)Ready to Transform Your
Financial Services Operations?Partner With Sutherland Today.
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