Case Study: a leading entertainment provider achieves faster password resets and lower call volumes with Sutherland Global Services

Leading Entertainment Providing Company - Customer Case Study

A leading entertainment provider of gaming consoles faced significant challenges with high call volumes, where password resets alone accounted for over 20% of their 125,000 monthly calls. This issue threatened their position as a customer service leader in a competitive market. To address this, they partnered with Sutherland Global Services to transform their support processes and improve the customer experience.

Sutherland Global Services implemented a solution using digital assistants to automate the password reset process. This innovation resulted in the digital assistants handling 30% of all password reset requests, leading to a dramatic reduction in call volume and time to resolution. The transformation delivered measurable results, including a significant cost savings of 37,500 units and an improved customer experience, allowing gamers to reset passwords without leaving their consoles.