Bridging the Gap Between Shareholder Value and Customer Value
Sutherland Editorial | August 13, 2016
As customer behaviors and demographics change, your approach to engaging them has to follow their journey. With equal parts vision and technology, we can help advance your customer experience to reflect a more human-centric encounter and enable your operations to move toward outcome-based commercials.
Whether it’s simply providing voice, email and chat or, if you’re interested in emerging offerings, like social media, communities, knowledge and content management, and analytics platforms—our omni-channel Satisfaction & Loyalty Services can help. With our Customer Experience Management platforms, we can bring valuable customer insight from disparate and legacy systems combined with powerful analytics to create a better experience for your customers.
Sutherland’s Satisfaction & Loyalty services always include:
When you’re selling SaaS software or on-premise software, it’s critical to continuously provide value to your subscription-based service. But providing optimal customer support can drain your resources and detract from your focus on sales and product improvement. With our Premium Tech Support services, you can leave things like improving your resolution time and NPS and CES scores to us.
Sutherland’s Premium Tech Support provides the following services with flexible delivery options to meet your organization’s needs:
Tech Support Delivery Options are:
Acquiring and keeping customers is a key area for sales growth. And successfully delivering on that goal includes extensive experience and deep domain expertise beyond successful new customer acquisition and includes the delivery of superior customer service, account management, and support services.
Our Acquisition and Enrollment services fall under two distinct areas to address specific customer goals:
Revenue Generation services address the goal of acquiring new customers and increasing revenue share of wallet from existing customers. Services include:
Demand Generation services are designed to penetrate underserved customer segments and help reach new markets. Services include:
From our perspective, every customer contact is seen as a failure. Somewhere a customer wasn’t given the information they needed—when, how and where they wanted it. That’s why we dive into what initially drives that call center contact—the journey maps, customer experiences, and the originating trigger events. From this analysis, and through better design, automation, and anticipation of customers’ needs, we can prevent the frustrating ambiguity and subsequent problems that arise and significantly reduce contact center calls.
Whether it’s a 3X improvement of first-response time in community forums or actively filtering thousands of social feeds to create cases with a 90% actionable rate, that’s just a “social slice” of what we can do to improve your customer experience.
The following Sutherland’s Customer Experience services extend to operations, including training, quality management, skill sets and other critical functions:
With changing customer behaviors and demographics, your approach to engaging customers needs to keep pace. If you’re looking to advance your customer experience to reflect a more human-centric encounter, we have the vision and technology to deliver a new approach. We can also enable your operations to move toward outcome-based commercials.
From implementing an omni-channel support infrastructure to providing support through emerging channels, like social media, messaging apps, chatbots, and avatars—Sutherland’s Care and Support services can help.
Sutherland’s Care & Support services include:
Multinational Computer Technology Company
Leading Gaming Console Provider
Top 3 Media & Communications Service Provider
TOP 3 MEDIA & COMMUNICATIONS PROVIDER
Fortune 500 Communications Technology Manufacturer
Leading pet specialty retailer
Leading Middle East Bank
Sutherland Editorial | August 13, 2016
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