25–30% TCO Reduction Through AI-Powered Technical Support for Leading Global News Agency

25%

Reduction in ticket volume via AI search

40%

Of tickets resolved automatically

20%

Decrease in support costs through automation

50%

Reduction in average handle and resolution times

Client Overview

The client is an iconic, independent global news agency and media cooperative that has set the gold standard for factual, nonpartisan journalism for nearly two centuries. Operating across roughly 100 countries and 230 local hubs worldwide, the organization produces breaking multimedia content—spanning video, photo, text, audio, and data—that reaches over half the global population daily.

As a mission-critical provider to thousands of international broadcasters, digital publishers, and technology partners, the organization relies on absolute, uninterrupted operational uptime. To support its vast distributed workforce of journalists, field photographers, and corporate employees, the agency requires a highly agile, security-first enterprise IT infrastructure capable of operating under intense, fast-breaking conditions.

The Challenge

Overcoming Siloed Systems, High Ticket Volumes, and Reactive IT Support

The organization was facing an excessive operational ticket load, managing approximately 2,800 routine helpdesk tickets every month. This burden was exacerbated by several structural and technical inefficiencies:

Siloed Systems: Disparate communication portals lacked centralized knowledge, creating fragmentation.
Reactive-Only Support: The existing setup possessed no predictive or proactive technical capabilities.
Security Gaps: The team struggled with inconsistent MFA/encryption deployment and manual credential handling.
Low Self-Service Adoption: Support agents were continually overloaded with basic, repetitive queries due to a lack of user-facing automation.

Sutherland Solution

Consolidating IT Infrastructure and Automating Operations with the S3H.AI Ecosystem

One Unified Platform Integration: Sutherland consolidated the organization’s disconnected tools—including ServiceNext, HelpTree, Robility, Cignals.ai, SmartAssist, SmartPerformance, and Password Manager—into a single, intelligent support hub to streamline enterprise operations.
AI-Powered Self-Service & Low-Code Automation: Sutherland deployed AI bots, natural language search capabilities, and interactive decision trees to enable 24×7 automated resolution. Additionally, low-code Robility workflows were launched at scale to automate routine tasks like password resets, account unlocks, and device health checks.
Predictive Operations & Security-First Design: By leveraging Cignals.ai, the solution introduced surge forecasting, root cause analysis, and sentiment-based escalation management. This proactive approach was paired with centralized credential management featuring strict MFA, encryption, and endpoint controls to significantly strengthen compliance.

The Outcome

Future-Ready Operations, Accelerated Time-to-Value, and Reduced Support Costs

By implementing the unified S3H.AI ecosystem, the global news organization successfully modernized its IT helpdesk, experiencing rapid, measurable improvements within weeks of deployment without disrupting daily news operations. The integration of intelligent routing and automated workflows slashed average handle and resolution times by up to 50%, while data-driven interventions led to 30% fewer recurring support tickets. Ultimately, the partnership empowered support agents with optimized workflows, significantly reduced operational expenses by 20%, and delivered a 25% to 30% reduction in total cost of ownership.