Industry: Retail & Consumer Packaged Goods | Services: Content Services, Digital CX, Business Process as a Service, Business Operations
Client Overview
The client is a leading pet health company providing products, services, and digital platforms for pet owners worldwide. With a focus on innovation and customer-centric care, the client sought to foster stronger connections with its expanding community of pet parents.
The Challenge
Strengthening Engagement in the Pet Health Industry
The client faced challenges in building meaningful engagement with its digital community. Traditional communication methods were limited in terms of personalization and reach. Rising competition necessitated that the company enhance the customer experience and foster stronger brand loyalty through digital innovation.
Sutherland Solution
Digital-First Engagement Strategy for Pet Care
Sutherland partnered with the client to design and implement a digital-first engagement strategy. Leveraging advanced analytics, AI-driven insights, and community management tools, Sutherland enabled personalized experiences and interactive engagement at scale. Campaigns were optimized to connect with customers through relevant, timely, and meaningful interactions.
The Outcome
Higher Engagement, Stronger Loyalty, and Digital Growth
With Sutherland’s support, the client achieved a 50% increase in community engagement and significantly improved customer satisfaction. Enhanced personalization fostered stronger brand loyalty, while digital adoption surged across platforms. The company now operates a future-ready engagement model that deepens connections with pet owners worldwide.
KEY OUTCOMES
Increase in community engagement
