Case Study | Retail and Consumer Packaged Goods

View our case study on how Sutherland helped a global conglomerate expand their reach, reduce technology costs and more with cloud modernization.

Services Sutherland Connect
Industry Retail and Consumer Packaged Goods
JUNE 22, 2021

Applying Modern Answers to Modern Challenges

Our client is an integrated commercial, industrial, and services organization and one of the largest conglomerates in the United Arab Emirates (UAE). It represents many of the world’s largest brands in auto, retail, real estate, finance, and healthcare.

The company’s massive growth presented opportunities for global expansion. However, its silo-style operations were incompatible with its need to scale. As a result, it was experiencing multiple problems, including data fragmentation which was leading to inconsistencies in its product and service delivery and escalating customer frustrations.

Its inability to modernize legacy infrastructure required an expansion strategy that would align its systems with new technologies and automate its operations. This would be crucial to keep pace with emerging trends and to help it better compete in global markets.

Elevating Customer Service Through Cloud Modernization

We executed multiple holistic, digital transformations across the client’s various systems. This was achieved by employing tools including Sutherland Connect, Sutherland Engage, Conversational AI technologies, advanced speech, and predictive analytics.

In the absence of a large cloud provider operating in the region, Sutherland partnered with Microsoft to build a new ecosystem on Azure – a cloud computing service created by Microsoft for building, testing, deploying, and managing applications and services through managed data centers.

While modernizing underlying systems and creating an easily expandable, cloud-enabled infrastructure, Sutherland became the first and only global company offering Microsoft Azure Cloud solutions in the Middle East.

Sutherland IT services also helped integrate several new technologies including SAP and Sutherland Consulting to execute strategies for improved customer engagement. Launching its new cloud environment seven months ahead of schedule, the conglomerate has successfully expand into two new geographies.

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