81% First-Call Resolution: How Sutherland Harnessed Intelligent Automation to Redefine Support for a Leading Restaurant Software Company

Client Overview

Our client, a prominent restaurant management software company, offers all-in-one POS systems to a diverse clientele, ranging from single-site family-owned establishments to large restaurant enterprises.

The Challenge

Scaling Support for a Diverse, Time-Constrained Customer Base

The company’s customer base, often constrained by time and varying levels of technical proficiency, frequently encountered challenges related to outdated software, internet service transitions, and routine hardware malfunctions. These recurring issues underscored the need for a support model that was not only efficient but also empathetic and accessible. 

As the company prepared for expansion into European markets, it became imperative to establish a scalable, high-touch customer service framework capable of addressing a broader, more diverse clientele with consistency and excellence.

Sutherland Solution

Empowering Proactive, Scalable Support Through Intelligent Automation

To meet the evolving needs of its customer base and enable global expansion, Sutherland implemented a comprehensive intelligent automation strategy focused on building proactive and resilient support operations:

1. Creation of Specialized Technical Support Teams
   Sutherland established dedicated Level 1 and Level 2 technical support teams, strategically based in Mexico. These teams combined deep technical expertise with empathetic customer engagement, ensuring fast, accurate troubleshooting tailored to the specific needs of restaurant operators.
2. Optimization of Troubleshooting and Resolution Processes
   Robust, highly efficient troubleshooting protocols were developed to address the most common operational pain points—such as software updates, connectivity transitions, and hardware issues—enabling faster problem identification, resolution, and ultimately minimizing business disruption for clients.
3. Design and Deployment of a Scalable Support Framework
   A scalable, future-ready support model was implemented to align with the company’s aggressive expansion strategy, particularly its entry into European markets. This model ensured consistent service delivery across geographies while maintaining the flexibility to adapt to diverse client requirements.

The Outcome

Transforming Customer Experience and Driving Operational Excellence

Sutherland’s intelligent automation initiatives delivered exceptional results across both customer engagement and operational performance metrics.

The company achieved a customer satisfaction (CSAT) score of 4.93 out of 5, reflecting outstanding service quality and client trust. Additionally, the support team reached an impressive 81% first-call resolution (FCR) rate, significantly reducing customer effort and enhancing overall service efficiency.

These outcomes not only elevated the customer experience but also optimized internal operations, streamlining workflows, minimizing manual intervention, and driving sustainable improvements in service delivery.