Case Study: a global remittance service achieves 30% annual cost savings with Sutherland Global Services

Global Remittance Service cuts costs by 30% with Sutherland Global Services

A global remittance service faced significant challenges in managing its rapid 40% year-on-year growth, which led to rising operational complexity and costs. Fragmented processes and limited customer insights slowed responsiveness, making it difficult to deliver the fast, personalized support customers expected across diverse global markets. To sustain its growth, the company partnered with Sutherland Global Services to reimagine its operating model using automation, analytics, and design-led process improvements.

Sutherland Global Services implemented a solution centered on design thinking, creating a new hub-and-spoke operational model and a unified omnichannel customer experience framework. By leveraging analytics-driven insights from tools like Speech Analytics and Conversational AI, they streamlined workflows and enabled self-service. This transformation delivered a 30% annual cost savings, improved KYC timelines by 20%, and provided the on-demand flex capacity to manage 40% growth, all achieved with zero disruption to ongoing operations.