Case Study: Data Storage and PC Component Manufacturing Company boosts knowledge base traffic with Sutherland Global Services

Data Storage and PC Component Manufacturing Company - Customer Case Study

A data storage and PC component manufacturer sought to establish a trusted support presence within influential online tech communities to reduce reliance on costly support channels. Partnering with Sutherland Global Services, the client faced the challenge of managing over 1,000 forums across 10 languages to provide answers, drive users to self-service options, and extract valuable customer insights.

Sutherland Global Services implemented a comprehensive solution that included identifying key communities, integrating them into a custom contact management system, and training specialized response teams to build trust. The results were significant, including an estimated 44,000 contacts transitioned from traditional support yearly, a 250% growth in knowledge base traffic, and the delivery of over 60 annual intelligence reports.