Case Study: a leading FinTech innovator boosts customer satisfaction with Sutherland Global Services

FinTech Innovator boosts CSAT by 25% with Sutherland Global Services

Sutherland Global Services helped a FinTech Innovator, a large peer-to-peer lender, overcome operational challenges following a bank acquisition. The customer faced rising operating costs, system inefficiencies, and a declining customer experience. They needed to unify processes, reduce cost-to-serve, and transform customer engagement without hindering their rapid growth.

The solution involved Sutherland designing an integrated operating model combining global delivery, automation, and omni-channel support. This included automating manual processes and establishing Centers of Excellence. The results were highly successful, yielding a 45% reduction in total cost of operations, a 25% increase in customer satisfaction scores, and a 15% improvement in collections efficiency. Sutherland's efforts positioned the FinTech leader for continued efficient growth.