Case Study: Sutherland Global Services boosts front-office efficiency 20% and back-office processing 22% with Microsoft Dynamics 365

Sutherland leverages Microsoft Dynamics CRM Online to consolidate leadership position in global customer experience management

Sutherland Global Services, a Rochester-based business process and technology management firm with more than 30,000 employees across 40 global facilities, needed to digitally transform its operations to maintain leadership in customer experience management. Facing rapid changes in market dynamics and technology—cloud, social, mobility and big data—the company sought a secure, scalable CRM that fit its multi-vertical BPO environment and aligned with its existing Microsoft technology stack.

Partnering with Microsoft Consulting Services, Sutherland implemented Microsoft Dynamics CRM Online, integrating it with SharePoint, SQL Server and other Microsoft tools to deliver unified agent desktops and real-time service analytics. The deployment was seamless and boosted front-office consultant efficiency by 20% and back-office processing by 22%, while positioning the company to adopt social listening and further innovation across internal and external channels.

Sutherland Global Services

Deepak Batheja

Chief Technology Officer