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Case Study - Leading gaming console provider

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Reduced call volume using digital assistants.

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Case Study - Leading gaming console provider

  1. 1. GAME CHANGING AUTOMATION led to a streamlined, more enjoyable customer experience. CASE STUDY Case-1034
  2. 2. A leading entertainment provider of gaming consoles. ABOUT THE CLIENT Case-1034 © 2017, Sutherland Global, Inc. All rights reserved.
  3. 3. THE CLIENT CHALLENGE Our client was experiencing heavy call volumes, with password resets for their gaming platform representing more than 20% of calls. Case-1034 © 2017, Sutherland Global, Inc. All rights reserved. Client wanted to get customers back to their GAMES FASTER HIGH CALL VOLUME negatively impacted operational model Needed to maintain position as a CUSTOMER SERVICE LEADER
  4. 4. Case-1034 © 2017, Sutherland Global, Inc. All rights reserved. The Sutherland Transformation Ongoing innovation and process improvement Developed and implemented digital assistants Password process automation
  5. 5. PARTNERSHIP RESULTS SUTHERLAND + A LEADING ENTERTAINMENT PROVIDER OF GAMING CONSOLES of password reset requests handled by digital assistants 30% cost savings per transaction customers completed on-screen resets without leaving the game Case-1034 © 2017, Sutherland Global, Inc. All rights reserved. 70% 37,500

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