Even though our client strictly followed User Acceptance Testing (UAT) in software development, they struggled to effectively and efficiently manage the high volume of support requests that followed every new software release or patch upgrade. They were looking for a partner who could support their volume problem while also help them address and improve Customer Experience KPIs..
To identify root cause of customers having to face long wait time, Sutherland performed a thorough assessment test and analyzed the collected data. Our analytics experts developed a repository of possible resolution steps that could be provided to customers given their issues. This led to drastic reduction of Mean Time to Repair (MTTR) in similar cases. Moreover, our solutions team provided recommendations that further streamlined the deployment process and ensured reduction in volume spike after new releases.