Case Study: a leading US telematics provider achieves 6x digital adoption with Sutherland’s AI-powered Salesforce Experience Cloud transformation

Leading US Telematics Provider boosts digital adoption 6x with Sutherland Global Services

The customer, a leading US telematics provider, faced significant challenges with an outdated support portal that resulted in a low 5% digital adoption rate, high support costs, and an overreliance on live agents. Sutherland Global Services was engaged to help the company overcome this high-friction support model and fragmented customer experience.

Sutherland implemented an AI-powered Salesforce Experience Cloud portal, which featured a modern UI with Lightning Web Components and AI-driven conversational support via Salesforce Agentforce. This solution provided customers with 24/7 self-service options and seamless knowledge base integration. As a result, Sutherland helped the client achieve up to a 6x increase in digital adoption, moving the rate from 5% towards 30%, while significantly lowering support costs and improving operational efficiency.