Case Study: a top-three media and entertainment service provider achieves 50% cost reduction with Sutherland Global Services automation

Top-Three Media and Entertainment Service Providing Company - Customer Case Study

Sutherland Global Services partnered with a top-three media and entertainment service provider to address the client's challenges with compliance risks and high costs in their traditional live-agent customer service environment. The client sought a partner to design a more predictable customer experience that could resolve issues on the first interaction.

Sutherland transformed the customer experience by deploying its 'digital agent' to automate interactions. This solution automated 75,000 monthly password resets, ensured 100% process adherence and compliance, and maintained an empathetic customer experience. The results for the client included a 50% reduction in operating costs, improved customer satisfaction with zero hold-times, and a 10% improvement in employee retention.