Case Study: a healthcare organization improves customer experience and reduces costs with Sutherland Global Services

Healthcare Organization - Customer Case Study

A healthcare organization that partners with retailers to offer financing struggled to maintain the competitiveness of its credit card programs. They faced high costs, inconsistent service metrics, and a poor customer experience due to a lack of integration between their customer service, back-office, and collections functions. To attract more investors, they partnered with Sutherland Global Services for transformative customer experience solutions.

Sutherland implemented a comprehensive solution, taking over inbound customer service, back-office processing, and collections. They deployed new tools, including a Customer Relationship Management system, to improve efficiency. As a result, the healthcare organization achieved consistent green SLAs and KPIs, raised phone quality scores from 85% to over 90% across all lines of business, and realized significant cost savings and improved customer satisfaction. Sutherland's performance has been so strong that the client now freely serves as a reference.