Case Study: Avaya achieves 25% AAR growth and 131% net retention with Sutherland Global Services’ CSM platform implementation

Avaya boosts AAR 25% with Sutherland Global Services

Avaya, a global leader in business communications serving most Fortune 100 companies, faced a challenge with its transition to a cloud-first model. It lacked a unified view of the customer journey and a centralized Customer Success Management platform, leading to fragmented processes that hindered adoption and increased churn. Sutherland Global Services was engaged to address these issues.

Sutherland implemented a solution that began with comprehensive journey mapping and the rollout of the Gainsight CSM platform. This provided customer success managers with the tools to track customer health and drive renewals. The vendor built a global support team and embedded new processes. As a result, Sutherland helped Avaya achieve a 25% increase in annual recurring revenue, a 131% improvement in net retention, and a 15% growth in license counts.

Avaya