Case Study: Sutherland Global Services boosts customer experience management with Microsoft Dynamics CRM Online

Sutherland Global Services - Customer Case Study

Sutherland Global Services, a global provider of business process and technology management services, needed a flexible and scalable technology platform to maintain its leadership position and enhance customer experience management for its Fortune 1000 clients. To address this challenge, the company selected Microsoft Dynamics CRM Online for its customization capabilities, ease of use, and seamless integration with their existing Microsoft environment.

Microsoft, through its Microsoft Consulting Services, configured the Dynamics platform to fit Sutherland's multi-vertical BPO environment. The solution provided unified agent desktops and real-time analytics, which improved front-office consultant efficiency by 20 percent and back-office processing by 22 percent. This implementation delivered a direct bottom-line benefit and formed the foundation for Sutherland's world-class Customer Interaction Platform.

Sutherland Global Services

Deepak Batheja

Chief Technology Officer