Case Study

Improved Governance and Process Effectiveness

The global market leading in the logistics industry for international air and ocean freight.

Travel and Hospitality
Digital Transformation
Business Process Transformation

The Problem

Every day, this global market leading shipping and logistics company delivers thousands of parcels to over 220 countries. Responsible for the payment of duty and value added tax (VAT) for shipments into the UK, the client found itself in the awkward position of collecting these charges from recipients who were often unaware of the additional fees. The result was disgruntled customers and exceedingly large days sales outstanding (DSO) and collection write-offs. Our client needed an experienced partner to manage accounts receivables (AR).

The Sutherland Transformation

Sutherland transformed inefficient processes and deployed automation, which also eliminated paper-heavy, manual tasks. We set up a central knowledge base so agents could quickly and reliably handle complex customer queries. Innovative collections solutions like SMS texts, chat, and online payment made it easier for customers to pay duty and VAT fees, driving customer satisfaction up, and DSO down. Analytics and data insights allowed us to consistently improve business-to-business and business-to-consumer portfolio collection yields, saving millions of dollars.

The partnership with Sutherland has enabled us to become more profitable, with more cash collected and write-offs reduced and, most importantly, improved the customer experience.

The Results

Annualized collections have increased from $1 million to $22 million with a team that has only doubled in size. Our collaborative one-team approach has resulted in better governance and improved process effectiveness.

Sutherland Case Study - DHL result 2

Write-Off %                                  

Sutherland Case Study - DHL result 3

72Hr Collections Efficiency