Case Study

Streamlined workflows with intelligent automation.

A multinational computer technology company that develops, sells, repairs, and supports computers and related products and services.

“Case         “Case

Fortune 500 Computer Technology Company
Industry
Technology
Services
Business Process Transformation
Customer Engagement Transformation
Digital Transformation

The Challenge

Due to incoming information being handled in a variety of ways versus through a modern supply chain tool, the client was receiving erroneous or missing order information, leaving them unable to fulfill customer orders. Without a system in place to identify and mitigate problems, those errors created a domino e ffect that negatively impacted accuracy and efficiency throughout the entire order cycle.

Additionally, their order-to-cash (O2C) functions were widely dispersed and siloed across the ordering cycle from the time an order was placed, through the fulfillment, shipment, customer receipt of order, invoicing, and receipt of payment from the customer.

Our client’s key concern was operational performance improvement while affording a targeted cost reduction savings of 20% to its overall order management process.

The Sutherland Transformation

To break down the siloes and establish cost-effective, collaborative, and customer-centric communication processes, Sutherland proposed, designed, and implemented an integrated approach that consolidated 11 geographies to seven, the migration of more than 20 support languages, and implemented a universal and standardized approach to improve end-to-end workflows, while eliminating inefficiencies in the system.

In addition to this approach, we integrated intelligent automation and transformative solutions for the client by initiating robotic process automation (RPA) and proprietary Sutherland platform solutions through a new business rules engine, fully consolidated and controlled account receivables, and ongoing global O2C issue tracking.

Sutherland allowed us to have better end-to-end collaboration, and make impressive quality and efficiency gains.

The Results

Because of partnering with Sutherland, the client has seen dramatic results, including:

  • Improved speed of service delivery though their supply chain, allowing for reduced cash collection cycle times with better cash flow
  • Significantly enhanced overall operational efficiencies resulting in a 23% net savings in total cost of ownership (TCO)
  • Sutherland continues to identify new areas to innovate, improve processes, and increase collaboration
Headcount reduction
33%

HEADCOUNT AUTOMATION

Saved on annual basis
$7 million

COST SAVINGS

Reduction in order management cost
20%

ORDER MANAGEMENT COST REDUCTION

Increase in the speed of service delivery
24%

SPEED OF DELIVERY

Improvement on A/R issues
30%

END-TO-END VISBILITY