Our client approached Sutherland seeking a partner that could provide voice and web portal support for customers purchasing their products. As the company grew via acquisition – serving more than 17,000 institutions in over 100 countries – their support operation struggled to scale with the growth, leading to high attrition and low performance.
Because of these challenges, the client was experiencing a large backlog of cases, and customer satisfaction issues due to excessive resolution times.
Sutherland deployed a multi-geographic solution, including business-to-business (B2B) level 1 and 2 support for customers calling in for assistance with the client’s product suite. The comprehensive support solution included:
- Migration of open support cases which involved partnering with our client to assimilate into their ticketing system and transferring the case backlog to Sutherland in controlled phases.
- Development and deployment of new processes and procedures, after completion of an 8-week training on existing processes. The team now applies a continuous improvement approach to refne processes as necessary. A Front-line was created to sift through the incoming case volume, and assign case work to various functional groups.
- Confguration and set up oF consultant work ±ows. This involved creating small business teams each consisting oF Four technicians and one subject matter expert (SME), creating a knowledge management team responsible for updating internal Wiki sites to address questions on the ever-changing product line, and creating a client care team to handle high-touch clients. • Providing technical support and guidance for educators.
- Building three tools that integrate directly with the client’s Salesforce customer relationship management (CRM) system, enabling increased engineer e²ciency, Faster time to respond to and resolve issues, proactive vs. reactive support, reduced escalations to other support departments, and a reduced effort on the part of the customer
