Case Study

Improved retention rate and enhanced customer experience

A Fortune 500 software company that produces software for security, storage, and backup, and provides professional services to support its software.

Case Study - Fortune 500 Software Company
Industry
Technology
Services
Digital Transformation
Business Process Transformation

The Problem

Our client was dealing with a high volume of users requesting refunds after purchasing new software or auto renewal of software. Additionally, they were seeing declining customer satisfaction scores from end-users who engaged support via a call and agents with local language capabilities were not always available.

The Sutherland Transformation

Through collaboration with our client and a close observation of a series of refund requests, Sutherland identified various issues and opportunities to reduce the overall amount being refunded and generate higher revenues for the client. We trained and empowered the support team to help customers feel valued by offering discounts, explaining product functionality, and providing innovative solutions through cross-sell and up-sell opportunities. We also developed and implemented a Machine Translated Chat option that allows customers to engage with agents in their local language at all times.

Sutherland identified various issues and opportunities to reduce the overall amount being refunded and generate higher revenues for the client.

The Results

12.5%
NPS Increase

among supported end-user base

42%
retention

of customers with refund requests for auto renewals

85%
retention

of customers with refund requests for new purchases

17.5%
DSAT decrease

in a single year