Case Study: a leading Scandinavian airline achieves 94% increase in ancillary sales with Sutherland Global Services

a leading Scandinavian airline boosts ancillary sales 94% with Sutherland Global Services

A leading Scandinavian airline faced stagnant ancillary sales and overwhelmed refund processes, particularly during the COVID-19 pandemic. To address these challenges, the airline partnered with Sutherland Global Services, which deployed a solution combining intelligent automation and targeted sales training.

Sutherland implemented a holistic strategy that included targeted sales training programs, Lean Six Sigma process enhancements, and the deployment of an AI-powered workforce management tool called Minibot 12 DOS. This solution resulted in a 94% increase in ancillary sales, generating $2.5 million in additional revenue. Operational efficiency also greatly improved, with a 50% reduction in average handle time. Sutherland's intelligent automation and enablement strategy successfully transformed the airline's service channels into strategic sales engines.