Sutherland Partners With Global Tech Leader to Transform Customer Experience With Digital CX Solutions, Delivering 11% Improvement in CSAT

Discover how Sutherland helped a global online marketplace reduce returns and logistics costs while increasing revenues and improving the customer experience.

The Challenge

Mounting Returns and Reverse Logistics Costs

As the largest worldwide online marketplace, and a leading technology company across various sectors, our client has earned a reputation for customer experience excellence.

The company invests extensively in innovation, technology, and tools to maintain this position and continue to meet ever-evolving customer demands. However, a liberal product returns policy was hampering growth by driving up reverse logistics and returned material costs – typically for expensive electronics items.

At the same time, customer service agents were stuck following inefficient workflows. They had to refer to multiple sources to address customer queries, slowing down resolution times. Making matters worse, the content available to help facilitate customer support was limited and generic.

The Outcome

An Integrated, AI-Powered Solution for Streamlined Processes and Customer Support

Sutherland’s unique value proposition of market-leading technology and business process excellence had been the key to the 19-year relationship with this iconic global brand.

Solving the problem they faced with returns and customer service would require an integrated, tailored solution that combines people, processes, products, and platforms.

Harnessing our proprietary AI-powered technologies – including Extract, SmartLeap® HelpTree, and Connect® – we aggregated and analyzed data from multiple sources to streamline support processes and improve resolution times.

Dedicated content writers developed intelligent customer support content such as setup guides, troubleshooting queries, and detailed FAQs and policy documents. Delivered via an AI-driven KDB, these helped enhance the overall experience by providing contextual, fast results to customer issues.

The results were rapid and tangible. The Return Prevention Rate (which is the item cost minus any concession issued, divided by the item cost again) dropped by 53% worldwide, heavily reducing reverse logistics costs.

This led to a 3% increase in product revenues, an 11% increase in customer experience scores, and a 31% improvement in effort scores – a measure of the effort required by a customer to get their issue resolved. That’s digital performance unlocked and measurable results delivered!

53%

Reduction in return prevention rate

16%

Reduction in reverse logistics costs

11%

Improvement in customer experience scores