Enterprise Support Is in Our DNA
The support experience has a high impact on customer retention. And there’s no margin for error. Just one bad interaction can cause a customer to lose trust in your product and, in turn, your brand.
With over 35 years’ experience managing large and complex technical support ecosystems, we can help streamline your global support operations. From capitalizing on renewal opportunities through customer success services, to integrating advanced toolsets like Intelligent Log Analytics and GenAI-driven decision tree functionality, we can help you deliver quality experiences with a digital touch – all while keeping your costs in check.
Our Solutions
Transform your support operations with solutions powered by generative AI and intelligent automation.
Enterprise B2B Product Support
We add strategic value to ISVs, OEMs, and managed services companies across the full spectrum of storage, backup, cybersecurity, eCommerce, and cloud hosting, in addition to MedTech, E-Learning, SaaS, UCaaS/CCaaS platforms, and XaaS vendors.
- 24/7, multilingual, proactive, and reactive knowledge-centered service (KSC) support
- Industry-leading, platform-agnostic outsourced enterprise support solutions
- Human augmented analytics, machine learning, and intelligent automation to provide faster “first meaningful response” to your customers
- Faster, more successful automation-enabled issue resolution with FixBits and Sutherland CX360 for service quality adherence and smart insights
- Professional services including project management, implementation and migration support, user training, and advisory services
- Knowledge assessment and recommendations that align with KCS best practices, improving the self-service experience
IT Infrastructure and End-User Support
Our IT infrastructure and end-user support offerings provide a central point of contact for your organization. We offer responsive, 24/7, omnichannel level 0-3 service desk support in 40+ languages to address issues, requests, and inquiries promptly.
- Full IT infrastructure and end-user support services covering all IT support needs (managed NOC, SOC, HRSD, facilities, etc.)
- Cutting-edge AI ops using Servicenext, Sutherland’s managed automation platform
- Powerful knowledge management driven by generative AI using Sutherland’s SmartLeap™ HelpTree platform
- Digital accelerators to improve operational efficiency and end-user CX using Sutherland’s SmartLeap™ HelpTree for Enterprise platform
- Technology partnerships with ManageEngine, ServiceNow, and Zendesk, offering best-in-class enterprise service management
- Quicker resolution rates powered by SmartSolve and desktop resident toolkit (DRT) to solve issues faster and enable self-service
Analytics-Driven Customer Success
We provide end-to-end services addressing the needs of organizations at all levels of customer success maturity. We deliver measurable business outcomes that drive industry-leading ARR retention and NPS satisfaction scores.
- End-to-end service integration encompassing all functions of CS ops
- Customer success strategy consulting includes journey mapping and customer health score and playbook design
- CS infrastructure and tools design and implementation
- Engaging content creation for tech-touch, digital campaigns, and self-service experience improvement
- Onboarding and renewal specialists
- Onshore-offshore certified CSMs with multilingual capabilities
Platforms
Powering innovation for your digital transformation journey
Improve the usability, effectiveness, and intelligence of your knowledge base through our knowledge management platform powered by a robust decision network architecture.
Smartleap<strong>®</strong> HelpTreeFree up your most skilled humans to do the most human work – high-risk, high-impact and strategic work that disrupts markets and competition.
<strong>Robility®</strong>Understand your customers across every channel and interaction to deliver a superior customer experience.
CX360™Enterprise-grade chatbot software applications that help automate customer self-service interactions.
Conversational AIUnlocking Digital Performance
Trusted Partner and Breadth of Experience
35+ years of transforming customer support globally. We are trusted partners for over 300 clients across 11 industries, with operations across 61 strategic locations.
Operational Effectiveness
10-15% increase in productivity. 15-20% time savings through RPA. 15-20% improvement in ‘time to proficiency’ for support engineers. Improve business processes and workflows, leading to faster and more efficient operations.
Deliver Enhanced CX and EX
10-20% increase in CSAT score. 15-25% Improvement in employee retention. Keep pace with evolving customer demands and deliver personalized experiences to drive revenue growth.
Cost-Efficiency
30% reduction in TCO. Optimize costs associated with IT infrastructure, maintenance, and support.
Advanced Capabilities
Leverage our market-leading capabilities in AI, intelligent automation, advanced analytics, and omnichannel CX delivered through tailored models to suit your needs, from managed services to full-service desk optimization.
