The Challenge
Maintaining High Customer Service Standards Across a Global Customer Base
This Fortune 500 company provides unified data storage, integrated data services, and cloud operations capabilities to enterprise customers. Globally recognized, their software and hardware solutions support large enterprises across a broad range of sectors including healthcare, finance, and technology.
Our client’s customers were satisfied with the quality delivery of their services and technology. However, their support business didn’t meet the same standard. As a result, our client needed to not only transform their support business to enhance the customer experience, but unlock the actionable intelligence needed to continually optimize and improve operations.
They felt that the next step in their business was to implement a comprehensive global customer success initiative with the goal of enhancing adoption, reducing churn, improving renewals, and elevating customer satisfaction.
While their services and technology delivered for their clients, their customer support lagged behind, with inefficient internal processes slowing down agent support times. Seeking to introduce stable, scalable Level 1 support services, they needed a partner with both the global delivery footprint and data expertise to make their vision a reality.
The Outcome
Delivering Next-Level Customer Support
First, we focused on software support. We designed and implemented a scalable support service tailored to the client’s unique DNA, serving seven software verticals through four delivery locations. Empowering 120 support engineers with a best practice support toolkit, we transformed the customer experience, supporting six languages and bringing consistency to customer interactions.
Once the transition was complete and software support had stabilized, it was time for hardware to catch up. By training and introducing 200 new support engineers, we launched across three hardware verticals, delivering a consistent global experience across our client’s software and hardware business units.
Next, we put systems in place to ensure best practice and continual improvement. Introducing 30 knowledge-centered support specialists to coach the support team, we ensured increased knowledge management and retention. From there, 15 NCDA-certified engineers were trained to help enhance product expertise across support functions – significantly reducing escalations to the client.
Additionally, we redesigned customer success management processes with Sutherland Labs, prompting support agents to be more proactive in customer interactions, improving product adoption, consumption, and renewals. Paired alongside Sutherland QBRs with insights, operations continued to improve iteratively, driving further support efficiency and delivering measurable results:
- 4.5+ CSAT score achieved and maintained year over year
- 79% Case closure rates, surpassing the target by 10%
"Despite facing a challenging macroeconomic environment, our client demonstrated great resilience and adaptability, maintaining high profitability levels. Not quite content with their service, they wanted seamless global customer support. Sutherland, with a global service model, was able to provide this and more, offering training and actionable insights for employees, enhancing the support experience for both agents and customers."
