Case Study: a leading trend-conscious North American fashion brand increases basket size and sales conversion with Sutherland Global Services

Leading Trend-Conscious North American Fashion Brand - Customer Case Study

A leading trend-conscious North American fashion brand was struggling to meet customer service demand during the critical holiday season, which led to a sharp decrease in customer satisfaction. The client was concerned about its inability to handle product recommendations, order management, and loyalty program inquiries, which hindered its ability to increase sales during its most important time of year. Sutherland Global Services was engaged to address this challenge.

Sutherland Global Services recruited, trained, and managed a specialized team of fashion advisors. They used predictive analytics to develop customer shopping profiles, which enabled the team to provide highly personalized shopping experiences. This solution delivered a 7% increase in basket size, boosted sales conversion from 15% to 25%, and achieved a 23% reduction in average handle time.