Case Study: a Fortune 500 multinational communications technology manufacturer reduces RMA calls and improves asset recovery with Sutherland Global Services

Fortune 500 Multinational Company - Customer Case Study

Sutherland Global Services partnered with a Fortune 500 multinational communications technology manufacturer that was struggling with an inefficient reverse supply chain. The client faced a siloed return merchandise authorization (RMA) process that led to delayed customer resolutions, high call volumes for status updates, and significant financial write-offs due to poor asset recovery.

Sutherland deployed an automated system that leveraged machine learning and analytic models to transform the RMA process. The solution provided next best action checklists, omnichannel customer visibility, and global multilingual support. This resulted in a 30% reduction in customer care calls, an expected $10M in savings from asset recovery, and a 70% improvement in customer satisfaction scores.