Case Study

Turning customer support into a service differentiator

Leading educational technology company that develops on premise and cloud-based software to help institutions, schools, and organizations create internet-based learning programs and communities.

Leading educational technology company
Industry
Technology
Services
Business Process Transformation

The Problem

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.

The Sutherland Transformation

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

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 Results

Our client is now able to offer customer support services to accompany the products that they sell, and product support is considered a service differentiator. Partnership with Sutherland has resulted in:

Improved 1-day resolution rate by
150%
Reduced case escalation rate by
50%
Improved 7-day resolution rate by
143%
Reduced cost-to-close resolution by
25%
Improved CSAT rate by
50%