Case Study: a Fortune 500 data infrastructure company achieves 4.5+ CSAT and 79% case closure with Sutherland Global Services

a Fortune 500 data infrastructure company reaches 4.5+ CSAT and 79% case closure with Sutherland Global Services

A Fortune 500 data infrastructure company sought to transform its inconsistent and inefficient global support operations, which were lagging behind its strong product performance. The challenges included slow resolution times, a lack of deep technical expertise leading to frequent escalations, and a negative impact on customer satisfaction and retention. They partnered with Sutherland Global Services to stabilize and standardize their Level-1 support.

Sutherland Global Services implemented a holistic support transformation, scaling the team to handle both software and hardware verticals across multiple global locations. The solution included empowering engineers with a best-practice toolkit, introducing knowledge-centered support specialists, and training NCDA-certified engineers to reduce escalations. This resulted in a consistent 4.5+ CSAT score, a 79% case closure rate, the resolution of over 500,000 support cases, and a direct contribution to improved renewal rates and reduced customer churn.