Case Study

Reduced Average Handle Time through Automation.

Leading SaaS security provider.

Case Study - Leading SaaS Security Provider
Industry
Technology
Services
Business Process Transformation
Digital Transformation

The Problem

Increasing customer expectations in today’s digital age continue to challenge a company’s technology, staffing and overall efficiencies. Frustrated customers often leave and then discuss bad experiences with their networks. However, companies can fight back. 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.

The Sutherland Transformation

Surveys find that 50 percent of customers want to solve product or service issues themselves, and 70 percent now expect self-service applications on a company’s website. 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 revealed opportunities for demand generation, conversion, service, customer retention and growth.

By creating a simple and quick customer experience, businesses can improve customer retention, customer satisfaction, cross-selling and up-selling.

The Results

Some specific results of this automation implementation:

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