Case Study: a leading educational technology company improves customer support performance with Sutherland Global Services

Leading Educational Technology Company - Customer Case Study

Sutherland Global Services partnered with a leading educational technology company that was struggling to scale its support operations to match its rapid growth. The customer faced a large backlog of cases, high agent attrition, low performance, and poor customer satisfaction due to long resolution times for its on-premise and cloud-based educational software products.

Sutherland implemented a multi-geographic solution providing B2B level 1 and 2 support. The comprehensive approach involved migrating the case backlog, developing new processes, creating specialized support teams, and building three custom tools that integrated with the client's Salesforce CRM. This transformation enabled Sutherland to dramatically improve performance, resulting in a 150% improvement in 1-day resolution rates, a 50% reduction in case escalations, a 143% improvement in 7-day resolution rates, a 25% reduction in cost-to-close, and a 50% improvement in customer satisfaction (CSAT).