Case Study: a leading global online retailer achieves 99% first contact resolution with Sutherland Global Services' AI-enabled Global Employee Resource Center

Leading Global Online Retailer achieves 99% first contact resolution with Sutherland Global Services

The leading global online retailer faced a challenge in managing HR operations for its large, dispersed workforce, needing a scalable and agile service delivery model to handle millions of quarterly cases. They partnered with Sutherland Global Services to centralize their Hire-to-Retire process and enhance the employee experience through a unified support system.

Sutherland Global Services implemented a centralized, AI-enabled Global Employee Resource Center delivering multilingual support. Their solution, which included a digital case management framework and an AI-powered decision support tool, achieved significant results: 99% first contact resolution, 97% accuracy, and a 70% reduction in resolution time. This transformation also boosted employee satisfaction by 19 percentage points and generated $1.2 million in annual value for the client.