Case Study

Improved support with omnichannel customer engagement.

A Fortune 500 multinational communications technology manufacturer.

“Case         “Case

 

Industry
Technology
Services
Digital Transformation
Customer Engagement Transformation

The Challenge

Our client faced challenges with their reverse supply chain as they introduced new products but also needed to address a surplus of earlier products. They were challenged with a siloed return merchandise authorization (RMA) process that was causing delayed resolutions and frustrated customers. RMA processes were not aligned with customer segmentation and could not treat customers uniquely. The organization was facing high customer call volumes for return status updates. Inefficient asset recovery processes resulted in absorbing high overhead costs and significant write-offs.

The Sutherland Transformation

We deployed an automated system that leveraged analytic models and machine learning to identify returns and next best action (NBA) checklists that guide appropriate RMA processes. The solution facilitated global, multilingual RMA, warranty, and asset recovery product support processes. Records of NBA checklists are maintained to guide actions for agents with similar future service requests. Automated recommendations are processed by machine learning to enhance business rules definitions that provide guidance for NBA and reverse engineering handling. Omnichannel customer visibility services provide a single view of customers, aligning user profiles, and product return and delivery status updates.

The new system provides a single source of truth, eliminating administrative overhead to get to critical information. This delivers better financial performance and an improved customer experience.

The Results

Business Efficiencies
30%

Reduction in customer care calls for RMA status updates

Financial Contribution
$10M

Expected savings in asset recovery which would have been delinquent and written off

Customer Experience
70% & 45

Expected CSAT and NPS improvements from omnichannel customer information visibility