Case Study: a multinational computer technology company improves PC support and performance with Sutherland's SmartLeap™

Multinational Computer Technology Company - Customer Case Study

A multinational computer technology company was experiencing a high volume of customer support calls related to software issues on its PCs, leading to long hold times and customer dissatisfaction. To address this challenge, the company expanded its long-standing relationship with Sutherland Global Services to implement a solution that would automate troubleshooting.

Sutherland Global Services integrated its proprietary self-diagnosis tool, SmartLeap™, onto the company's PCs. This solution automated problem resolution for customers, reduced the average handling time for support calls that did come in, and provided valuable system performance data back to the client. The partnership is anticipated to reduce support costs, decrease call handling times, and significantly improve the overall customer experience.