Industry: Technology | Services: Business Process as a Service, Digital Consulting, Digital CX
Client Overview
A Fortune 500 company operating in over 40 countries with more than 20,000 employees, this global provider specializes in professional information, software solutions, and services across sectors including health, tax and accounting, risk and compliance, finance, and legal.
The Challenge
Reimagining Customer Success to Combat Attrition in the Small Business Segment
The company’s legal and regulatory division faced mounting challenges in delivering consistent customer success, particularly within its small business segment. Unlike enterprise clients, small businesses often lacked the technical infrastructure and support maturity needed to fully engage with the company’s offerings, creating a widening service gap.
Inefficient engagement models, fragmented communication channels, and one-size-fits-all approaches contributed to escalating service costs and rising attrition rates. The company recognized the need to rethink its customer engagement strategy, specifically for small business clients, to deliver more tailored, scalable, and value-driven experiences. To achieve this transformation, it required a strategic partner with deep CX expertise, data-driven engagement models, and a track record of driving measurable outcomes across diverse customer segments.
Sutherland Solution
Transforming Customer Success with Intelligent Automation and Predictive Insights
To address rising attrition and unlock new efficiencies in its small business segment, Sutherland implemented a data-driven transformation strategy anchored in intelligent automation and predictive analytics:
- Strategic Assessment of the Customer Success Landscape
Conducted a comprehensive review of the client’s digital customer success operations to uncover gaps in engagement, service delivery, and operational alignment—laying the foundation for targeted improvements. - Design of a Scalable, Outcome-Focused Engagement Model
Developed a customer success model tailored to small business needs, with the aim of maximizing product adoption, driving upsell opportunities, reducing the cost to serve, and improving lifetime value. - Creation of a Customer Insights Center
Deployed a predictive analytics engine to centralize customer intelligence, enabling real-time visibility into behavioral trends and proactive identification of churn risks—fueling timely, personalized interventions. - Optimization of Cross-Channel Customer Communications
Leveraged intelligent automation to personalize outreach at scale, ensuring consistency, relevance, and engagement across digital and human touchpoints. - Modernization of Legacy Tools and Systems
Upgraded core technologies and applications to streamline operations, improve data accessibility, and boost support team productivity.
By combining automation with advanced analytics, Sutherland empowered the client to deliver more targeted, proactive, and cost-effective customer success experiences, designed to meet the unique expectations of its small business customer base.
The Outcome
Empowering Retention: Major Churn Drop and Efficiency Gains
Sutherland’s intelligent automation and predictive analytics solution delivered a measurable business impact. The company achieved a $2.3 million reduction in annual churn and a 60% decrease in small business customer attrition, significantly improving retention within a historically volatile segment.
These outcomes were complemented by more personalized engagement strategies, streamlined operations, and reduced manual effort, positioning the company to scale its customer success model with greater efficiency
and precision.
KEY OUTCOMES
Reduction in annual churn
Decrease in small business customer attrition
