Case Study: a leading global e-commerce marketplace reduces return costs and improves CX with Sutherland Global Services

Leading Global E-commerce Marketplace cuts reverse logistics costs by 16% with Sutherland Global Services

The customer, a leading global e-commerce marketplace, faced escalating reverse logistics costs from frequent electronics returns and fragmented customer support operations, which increased handling times and threatened customer satisfaction. To address this, they partnered with Sutherland Global Services.

Sutherland implemented an intelligent automation solution using its proprietary AI tools, including Extract, SmartLeap® HelpTree, and Connect®, to streamline support workflows and deliver contextual knowledge. This strategy yielded significant results: a 3% increase in product revenues, an 11% uplift in CX scores, a 53% decrease in return prevention rate, and a 16% reduction in reverse logistics costs.