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Improving the customer experience as a business differentiator

IT research and advisory company Gartner predicts more than 50 percent of organizations will soon redirect their investments to customer experience innovations. And they'd better.

Customer expectation in the digital age can challenge a company’s technology, staffing and overall efficiencies. Frustrated customers often leave and then discuss bad experiences with their networks. But by creating a simple and quick customer experience, businesses can improve customer retention, customer satisfaction, cross-selling and up-selling.

Our client – a leading SaaS security provider – experienced a changing customer environment with multiple devices, platforms and Internet of Things (IoT). This created complexity that demanded more comprehensive support. The company also faced increasing product development and operational costs, which created pressure to reduce warranty service support.

Half of customers think it’s important to solve product or service issues themselves and 70 percent expect a company’s website to include a self-service application. To create a new service approach, Sutherland proposed a solution set that provided pre-emptive, self-automated and extended support, which delivered new levels of service, customer choice, and a superior and sustainable customer experience.

Leveraging the new environment allowed technicians to focus on solving more complex customer issues through remote and visual support, reducing the time to resolution and improving the support experience. Sutherland’s analytics-driven platform assisted with the end-to-end customer lifecycle, revealing opportunities for demand generation, conversion, service, retention and growth. Some specific results of this automation implementation:

  • 55 percent of the technical issues were resolved by automation
  • 30 percent call volume reduction
  • 60 percent reduction in the average handle time
  • 90 percent overall issue resolution

Reach out to Sutherland and make an investment for which your customers will thank you.