Case Study

Modernized collections process transforms customer experience.

A leader in originating and managing non-prime consumer credit, that partners with retailers and healthcare organizations.

A leader in originating and managing non-prime consumer credit, that partners with retailers and healthcare organizations
Industry
Banking and Financial Services
Services
Customer Engagement Transformation

The Challenge

Our client struggled to maintain competitive for their private-label credit cards and their own bankcard with their past provider. To remain competitive in servicing both lines of business, the company needed to lower costs, ensure all service metrics were consistently met on a monthly basis, and greatly improve the overall customer experience. Additionally, our client lacked seamless integration between their back-office processing capabilities, inbound customer service, and collections. By lowering their costs, they hoped that their model would become more desirable to other originators and investors.

The Sutherland Transformation

Our client chose Sutherland as their partner to transform their customer experience and expertly handle inbound customer service, back-office processing, and collections functions. During the transition, Sutherland and the client formed a strong relationship, while significantly improving the customer experience. Since implementation, services have continued without disruption, while Sutherland deployed a Customer Relationship Management System and dialer tool to improve overall efficiency. Sutherland assumed management of all outbound customer service volume for retail products, as well as the company’s collections and customer service calls for all customer issues.

As part of our commitment to communication and continuous improvement, we regularly meet with this client to share observations regarding opportunities for transforming processes.

Sutherland’s transformative customer experience solutions have continuously improved on our monthly scores as surveyed by the client since the very first measurement

The Results

Sutherland’s transformative customer experience solutions have continuously improved on our monthly scores as surveyed by the client since the very first measurement. This comp any freely serves as a reference for our services, being well pleased with their on-boarding experience, the results of Key Performance Indicators (KPIs), and the ease of doing business with Sutherland Global Services. In the course of the engagement, we have:

ACHIEVED
green SLAs and KPIs
RAISED
phone quality results from the previously mandated 85% to 90% and above
SERVICED
100% of all lines of business (LOBs)
PRODUCED
significant cost savings
IMPROVED
customer satisfaction