Case Study: a leading UAE-based automotive retail entity achieves better customer loyalty and 30% lower technology costs with Sutherland AI-powered digital engagement

a global automotive retail entity cuts technology costs by 30% with Sutherland Global Services

Sutherland Global Services helped a UAE-based automotive conglomerate's retail entity overcome a challenge with its customer engagement center. The client's legacy systems prevented visibility into customer journeys and the delivery of personalized offers, hindering their goal of driving loyalty and repeat purchases across eight automotive brands.

Sutherland implemented an AI-powered engagement solution using its proprietary platforms, including Sutherland Connect® and Sutherland CX360®. This transformation resulted in a 30% reduction in technology costs, AED 12 million in annual savings, and a 25% improvement in customer experience scores, while also improving key operational metrics like Average Handle Time.