Case Study

Reduced wait time and abandon rate with Analytics.

A leading digital marketing and CRM solutions company.

Case study - A leading digital marketing and CRM solutions company
Industry
Technology
Services
Digital Transformation
Customer Engagement Transformation

The Problem

Even though our client strictly followed User Acceptance Testing (UAT) in software development, they struggled to effectively and efficiently manage the high volume of support requests that followed every new software release or patch upgrade. They were looking for a partner who could support their volume problem while also help them address and improve Customer Experience KPIs..

The Sutherland Transformation

To identify root cause of customers having to face long wait time, Sutherland performed a thorough assessment test and analyzed the collected data. Our analytics experts developed a repository of possible resolution steps that could be provided to customers given their issues. This led to drastic reduction of Mean Time to Repair (MTTR) in similar cases. Moreover, our solutions team provided recommendations that further streamlined the deployment process and ensured reduction in volume spike after new releases.

Our analytics experts developed a repository of possible resolution steps that could be provided to customers given their issues.

The Results

Case study - A leading digital marketing and CRM solutions company results