Top-three media and entertainment, fully integrated service provider offering mobile, broadband, and satellite services to over 20 million customers in the US.
Our client found that traditional live-agent environments were inherently risky from a compliance perspective. Top that with the need to reduce costs, and the client found themselves seeking a partner that could design a more predictable and exceptional customer experience that resolved issues with the first interaction.
Sutherland transformed the customer experience for our partner by mapping, designing, and deploying digital interactions and automation. Sutherland leveraged its ‘digital agent,’ deflecting and automating 75,000 customer password resets per month for email and Wi-Fi, which care agents were manually handling over the phone. Sutherland also provided 100% adherence to our partner’s processes and compliance with its strict security policy. Sutherland’s ‘digital agent’ maintained empathy, sense of humor, and passion during customer issue resolution much like a human, increasing adoption and engagement vs. an interactive voice response (IVR). This transformation enabled our partner to save 50% in operating costs.
