Case Study: Global PC Manufacturer enhances customer support with Sutherland Global Services

Global PC Manufacturer boosts customer satisfaction to 89.5% with Sutherland

Sutherland Global Services helped a global PC manufacturer address a significant challenge with software-related issues and support delays that were eroding customer experience and loyalty. The client needed to enhance the user experience, reduce support costs, and empower both their service agents and customers with better tools for faster resolution.

Sutherland implemented an intelligent on-device support solution, embedding a powerful automation agent directly into the client's PCs. This provided proactive and self-service fixes for hundreds of software issues. The solution achieved an 89.5% customer satisfaction score, proactively healed 88% of issues, and reduced resolution steps by 77%, all while being deployed to over 120 million devices globally. Sutherland's work dramatically improved operational efficiency and customer loyalty for the manufacturer.