- Banking and Financial Services
- Customer Engagement Transformation
Our client is a trusted brand in providing primary transaction accounts to people turned away by banks. It grew significantly year-over-year by mergers and acquisitions of other prepaid debit card companies. Disruptions caused by acquisition and process alignment challenges caused this leader in the prepaid and payments market’s Net Promoter Score (NPS) ratings to reduce significantly. As a flexible, deeply engaged, and high-performing service provider, Sutherland immediately set out to lift scores back to positive and improve the customer experience.