Case Study

Reduced call volume using digital assistants.

Leading gaming console provider.

Industry: Technology
Services: Digital Transformation; Customer Engagement Transformation

The Challenge

Our client was experiencing heavy call volumes, with password resets for their gaming platform representing more than 20% of calls. With nearly 80,000 calls per month, the client was interested in transforming their processes to allow gamers to get back to their games faster. Added to this was growing concern about their ability to maintain their position as a customer service leader in a highly competitive market. The need was to continually innovate their product portfolio and their support model to both delight their existing customers, and acquire new customers.

The Sutherland Transformation

To uncover areas for support innovation, we led the client through a design thinking process including observation of customers using the products and support environment. The initial change opportunity focused on password reset, where automation could have an immediate impact on an estimated 80,000 monthly calls. Digital assistants were developed and implemented to help customers through the process, resulting in a dramatic reduction in call volume, live agent intervention, and the time to resolution. With an actual volume of 125,000 per month, these automated processes delivered significant cost savings with increased customer satisfaction, setting the stage for additional identified innovations for continual process improvement.

The design thinking engagement unveiled customer challenges with the current process that were unknown, representing an immediate opportunity for positive change.

The Results

Client is fully engaged in delivering on its core business
Processes have been significantly transformed, yielding greater control and transparency
Phase 2, which encompasses robotic process automation (RPA) technology, is expected to launch in the coming months

Cases Seen in 60 Days

250,000

Digital Assistants handled 30% of password reset requests

Cost Savings

70%

Per transaction savings

Improved Customer Experience

37,500

Virtual Agent assisted potential on-screen resets without leaving gaming console (based on customer choice)

Case Study

Reduced call volume using digital assistants.

The Challenge

The Sutherland Transformation