- Travel and Hospitality
- Business Process Transformation
- Customer Interactions Services
In 2012, our client set in motion a companywide restructuring mandate which involved consolidating its operational and support centers across Europe and Scandinavia. As part of this exercise, they were looking for a partner who would be able to reorganize existing operations, retain highly tenured employees, and upgrade technology platforms to enable uni ed communications with automated multi-channel tools, all while the airline ran “business as usual.”
The Sutherland Transformation
It was critical that Sutherland could complete this entire transformation quickly. Our dedicated team of experts built a portfolio that was sharply focused on the client’s strategic intent for their most promising markets and customers. From the very beginning, we helped drive comfort and the right level of engagement necessary for all parties involved. Compliance with all related European directives and laws tied to transferring 200+ employees was handled flawlessly. Multiple technology platforms and new tools were implemented without compromise. User acceptance testing for the new system environment was conducted, and ran smoothly. The Sutherland team successfully completed a seamless transition well within the agreed timelines without negatively impacting day-to- day operations. Further, we shifted all new technology architecture with zero down time.
A seamless transformation of business center operations driving efficiency and cost savings.
Our commitment to proactively guide our client in areas of new process improvements, technology innovation, and employee advancement for future growth continues to deliver significant results.
Improvement in service levels
Reduction in abandoned calls