Leading Fintech and Digital Bank Partners With Sutherland to Transform CX, Achieving 25% Improvement in Customer Satisfaction

Industry: Banking & Financial Services | Services: AI, Automation, Data and Analytics, Digital CX, Digital Operations

Client Overview

As a large financial services company and one of the first peer-to-peer lenders, this FinTech innovator has rapidly expanded its presence in the market. Following the acquisition of another bank, the company needed to integrate systems, harmonize operations, and continue delivering the seamless experience its customers had come to expect.

The Challenge

Supporting Rapid Growth Without Additional Operating Cost

The acquisition created immediate operational pressures. Systems and processes were not designed for integration at scale, resulting in inefficiencies and rising operating costs. At the same time, customer experience was beginning to suffer.

The company needed to unify business processes, reduce cost-to-serve, and transform customer engagement — all while maintaining the pace of growth. This required a partner that could deliver AI- and automation-enabled transformation, unify systems, and provide omni-channel support through a single, integrated approach.

Sutherland Solution

Delivering Agility and Efficiency to Core Operations

As a one-stop shop for transformation, Sutherland designed and delivered an operating model that combined global delivery, domain expertise, customer experience innovation, and intelligent automation.

1. Incubation to Scale Operating Model
   Following the bank acquisition, Sutherland introduced an incubation-to-scale model to stabilize and then expand the client’s operations. Within 60 days, a global right-shoring framework was launched across onshore, nearshore, and offshore locations, creating immediate flexibility and resilience. At the same time, Sutherland tackled back-office bottlenecks that threatened scalability. By deploying Robility® and Extract solutions, manual processes such as credit reviews were automated, and siloed systems across borrower support and credit decisioning were integrated. This combination of stabilization, process redesign, and automation gave the client a strong foundation for efficient growth.
2. Centers of Excellence and Talent Development
   Sutherland established Centers of Excellence in key business areas to ensure quality and consistency. These CoEs focused on domain penetration, talent and skill development and process discipline, embedding technical expertise into the client’s operating model. Adoption was accelerated through gamified learning programs, which helped teams quickly standardize processes and sustain performance at scale.
3. Omni-Channel Customer Experience
   To enhance the customer journey, Sutherland rolled out true omni-channel support. Customers could now interact across their preferred channels, while agents maintained a 360-degree view of every relationship. This ensured a seamless, connected experience even amid the complexity of integrating two organizations.

The Outcome

Driving Cost Efficiency and Customer Satisfaction in Digital Banking

The transformation quickly translated into measurable business impact. Total cost of operations dropped by 45% as automation and process redesign eliminated inefficiencies, while collections became 15% faster and more effective.

On the customer side, the improvements were equally striking. Customer satisfaction scores rose by 25%, driven by seamless omni-channel support and a unified 360-degree view of the customer. The strength of the partnership was further recognized when Sutherland secured the top spot in the client’s multi-vendor rating ecosystem — a clear endorsement of both performance and value delivered.

Together, these outcomes positioned the FinTech leader to continue its rapid growth trajectory with greater efficiency, lower costs, and an enhanced customer experience that reinforced its reputation as an industry innovator.