Sutherland Helps Global Tech Leader Reduce Churn to <1% and Scale Customer Success Through Intelligent Automation

Industry: Technology
Services: Automation, Business Operations, Business Process as a Service, Digital CX

Client Overview

A leading global technology company specializing in cloud communications and workstream collaboration solutions serves enterprise businesses and call centers across over 100,000 locations in more than 200 countries. With a comprehensive cloud-based unified communications platform, the company offers services such as calling, team messaging, video conferencing, and file sharing, all accessible from any device or location.

The Challenge

Building a Scalable Customer Success Engine for Hypergrowth

As the company scaled its cloud-based unified communications platform, it encountered growing pressure to expand and professionalize its customer success operations. Rapid growth outpaced existing capabilities, creating gaps in engagement consistency, onboarding, and account coverage.

To sustain customer satisfaction and retention at scale, the company needed to quickly define and implement a robust framework of systems, playbooks, and operational processes. This included scalable customer engagement models and success metrics that could adapt to a diverse and expanding user base. The organization required a strategic partner with deep expertise in customer success architecture, capable of rapidly deploying a flexible platform and service model to support end-to-end customer lifecycle management.

Sutherland Solution

Digitally Enabled Customer Success at Global Scale

To support rapid growth and deliver a consistent, high-impact customer experience, Sutherland partnered with the client to implement a scalable, automation-enabled customer success model powered by digital tools and operational best practices.

1. Customer Journey Mapping for Lifecycle Optimization
   Sutherland developed comprehensive customer journey maps to identify key interaction points, pain areas, and moments of value, laying the foundation for more personalized and proactive engagement strategies.
2. Standardized Engagement Playbooks
   Playbooks were created to codify best practices for onboarding, retention, and expansion. These guides empowered teams to deliver consistent, outcome-driven customer interactions across every stage of the lifecycle.
3. Global Deployment of Multilingual CSMs
   To enhance capacity and coverage, multilingual Customer Success Managers were deployed across the Americas, EMEA, and APAC, scaling the client’s global reach and strengthening localized support.
4. Gainsight Platform Integration
   Sutherland integrated the Gainsight platform to equip CSMs with a unified Customer 360 dashboard, predictive analytics, and actionable insights—enabling smarter, data-informed decisions at scale.
5. Process Standardization with Regional Flexibility
   Operational processes and playbooks were designed to ensure global consistency while remaining adaptable to the specific needs and expectations of regional customer segments.

Together, these initiatives formed a modern, AI- and analytics-driven Customer Success framework capable of delivering measurable business outcomes across geographies.

The Outcome

Elevating CX and Reducing Churn with Intelligent Automation

Sutherland’s intelligent automation and customer success enablement strategy delivered measurable improvements across performance, efficiency, and retention.

The client achieved a 50% reduction in platform implementation time, accelerating onboarding and time-to-value. Since the program’s inception, the company has consistently maintained a churn rate below 1%, underscoring the effectiveness of proactive engagement and operational scalability.

Additionally, new team members reached full proficiency in just three weeks, and Customer Success Managers (CSMs) were able to manage 10% more accounts, reflecting improved productivity and optimized workflows. 

That’s digital outcomes delivered!