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Case Study

Scaled customer care operations and improved customer experience.

A leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets.

Customer Engagement Transformation
Digital Transformation

The Problem

Prior to working with Sutherland, our client was suffering from an F rating with the Better Business Bureau (BBB) and a large volume of customer complaints. In addition, they were experiencing low sales volumes and average order value declines in their ecommerce channel. They needed a partner that could help them effectively scale their customer care operations and improve the customer experience.‚Äč

The Sutherland Transformation

To turn the tide on customer dissatisfaction, Sutherland deployed a dedicated team to deal with immediate issues as well as identify and resolve root causes. Working via chat, email, or phone, the team was also highly trained on product offerings, sales conversion, and upsell opportunities, enabling them to both help customers and increase the average order value. Based on Sutherland’s ability to deliver a better customer experience, our partnership has grown to support every part of their customer service and behind the scenes operations.

We are very happy with our Sutherland relationship and results. In fact, Sutherland is the high standard to which we compare our other outsourcing relationships.


The Results

BBB Rating

Sutherland Case Study - Pet Specialty Retailer - result 2

Customer Satisfaction

Sutherland Case Study - Pet Specialty Retailer - result 3

Incremental Sales