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Case Study - Improved Inbound Customer Service for Prepaid Card Provider

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End-to-end customer lifecycle management.

Published in: Business
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Case Study - Improved Inbound Customer Service for Prepaid Card Provider

  1. 1. PROCESS AND DOMAIN EXCELLENCE lead to wider strategic perspective and happier customers. CASE STUDY Case-1024
  2. 2. Leading US provider of reloadable pre-paid cards and related financial services. ABOUT THE CLIENT SERVES ~68,000 Under-banked customers 70,000 distribution locations Case-1024 © 2017, Sutherland Global, Inc. All rights reserved.
  3. 3. THE CLIENT CHALLENGE Our client needed to transition in-house inbound customer service to an external provider. Their goal was to drive down costs, while improving the customer experience and driving incremental business. Drive down OPERATING COSTS Improve CUSTOMER EXPERIENCE Gain wider STRATEGIC PERSPECTIVE Case-1024 © 2017, Sutherland Global, Inc. All rights reserved.
  4. 4. Case-1024 © 2017, Sutherland Global, Inc. All rights reserved. The Sutherland Transformation Streamlined & Scalable Process Improvements End-to-End Customer Lifecycle Management Knowledge Base Build out & Maintenance
  5. 5. PARTNERSHIP RESULTS SUTHERLAND + LEADING US PROVIDER OF RELOADABLE PRE-PAID CARDS REDUCTION IN AVERAGE HANDLING TIME ~25% GREATER EFFICIENCY IN SERVICE DELIVERY ENHANCED USE OF ANALYTICS TO DRIVE PROCESS IMPROVEMENT Case-1024 © 2017, Sutherland Global, Inc. All rights reserved.

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