Case Study: a world’s largest package delivery and logistics company boosts productivity and cash flow with Sutherland Global Services

a world’s largest package delivery and logistics company boosts productivity 40% with Sutherland Global Services

Sutherland Global Services partnered with the world's largest package delivery and logistics company to address inefficiencies in its global customer-to-cash operations. The client faced challenges from manual, legacy finance systems that increased costs, slowed processes, and impacted working capital and Days Sales Outstanding (DSO). A key mandate was to improve the customer experience by cutting average handle time and boosting first-call resolution, especially to support its expansion across Europe.

Sutherland established a centralized Global Business Services center and deployed its Robility and Extract platforms to automate key processes. This solution delivered a 40% productivity increase and a $150M cash flow improvement through enhanced delinquency prediction. Sutherland's implementation also reduced Days Sales Outstanding by two days, cut average handle time by 60%, and automated 70% of cash application allocation processes, transforming operations into a leaner, more predictive model.