Case Study: a leading global entertainment conglomerate achieves seamless $3B streaming launch with Sutherland’s AI-powered customer support platform

a leading global entertainment conglomerate handles 1.7M day-one interactions with Sutherland Global Services

Sutherland Global Services partnered with a leading global entertainment conglomerate that was preparing to launch a new $3 billion global streaming service. The client faced the challenge of overhauling its fragmented customer support infrastructure within a tight six-week timeline to ensure a successful launch. Their existing systems were inconsistent and lacked the scalability needed to handle rapid global growth and high volumes of customer interactions while delivering a premium, branded experience.

Sutherland implemented its unified, AI-powered customer support platform, Sutherland Connect®, to deliver a scalable and intelligent solution. The results were exceptional, with the platform seamlessly managing 1.7 million customer interactions on launch day and achieving a 1000% capacity expansion within the first four weeks. This provided the client with a flawless, on-time launch and established a robust foundation for ongoing customer service excellence.