SlideShare a Scribd company logo
PROCESS IMPROVEMENT
leads to significant results and growth.
CASE STUDY
Case-1032
The largest
Scandinavian airline.
ABOUT THE CLIENT
Case-1032  © 2017, Sutherland Global, Inc. All rights reserved.
THE CLIENT CHALLENGE
Our client sought a partner to help
reorganize existing operations while
they underwent a companywide
restructuring mandate.
Retain
HIGHLY TENURED
EMPLOYEES
Upgrade
TECHNOLOGY
PLATFORMS
Enable
UNIFIED
COMMUNICATIONS
Case-1032  © 2017, Sutherland Global, Inc. All rights reserved.
The Sutherland Transformation
Seamless
transition with
zero down time
Technology
platforms and
tools
implemented
Adherence to
European
compliance
directives
Case-1032  © 2017, Sutherland Global, Inc. All rights reserved.
PARTNERSHIP RESULTS
SUTHERLAND
+
THE LARGEST
SCANDINAVIAN AIRLINE
IMPROVEMENT IN
SERVICE LEVELS
REDUCTION IN
ABANDONED CALLS
INCREASE
IN SALES
+10%
10%
15%
Case-1032  © 2017, Sutherland Global, Inc. All rights reserved.

More Related Content

Similar to Case Study - Largest Scandinavian Airline

Oil&Gas Operations
Oil&Gas OperationsOil&Gas Operations
Oil&Gas OperationsAndre Santos
 
Operações Globais em Oil&Gas - Clientes IFS
Operações Globais em Oil&Gas - Clientes IFSOperações Globais em Oil&Gas - Clientes IFS
Operações Globais em Oil&Gas - Clientes IFS
Andre Santos
 
Case Study - Palomar Health
Case Study - Palomar HealthCase Study - Palomar Health
Case Study - Palomar Health
Sutherland
 
Case Study - Improved Inbound Customer Service for Prepaid Card Provider
Case Study - Improved Inbound Customer Service for Prepaid Card ProviderCase Study - Improved Inbound Customer Service for Prepaid Card Provider
Case Study - Improved Inbound Customer Service for Prepaid Card Provider
Sutherland
 
Innovations™ Magazine January - March 2014
Innovations™ Magazine January - March 2014 Innovations™ Magazine January - March 2014
Innovations™ Magazine January - March 2014
T.D. Williamson
 
Case Study - Process transformation for field services
Case Study - Process transformation for field servicesCase Study - Process transformation for field services
Case Study - Process transformation for field services
Sutherland
 
Seamless: Exceeding expectations on the ground and in the air with NATS
Seamless: Exceeding expectations on the ground and in the air with NATSSeamless: Exceeding expectations on the ground and in the air with NATS
Seamless: Exceeding expectations on the ground and in the air with NATS
NATS
 
C24 Tinsdills Case Study
C24 Tinsdills Case StudyC24 Tinsdills Case Study
C24 Tinsdills Case Study
David Ricketts
 
HT Corporate Brochure
HT Corporate BrochureHT Corporate Brochure
HT Corporate BrochureBen Morris
 
NATS Brochure for Asia Pacific Region
NATS Brochure for Asia Pacific RegionNATS Brochure for Asia Pacific Region
NATS Brochure for Asia Pacific Region
NATS
 
Oil & Gas Decommissioning
Oil & Gas DecommissioningOil & Gas Decommissioning
Oil & Gas Decommissioning
Ian Kennedy
 
Air perfection article_
Air perfection article_Air perfection article_
Air perfection article_
Singh Ashwani
 
JKF GROUP PROFILE-GENERAL-2015
JKF GROUP PROFILE-GENERAL-2015JKF GROUP PROFILE-GENERAL-2015
JKF GROUP PROFILE-GENERAL-2015Fei Shiong Lam
 
Offshore Development Services - The Key to Cost Effective Solutions
Offshore Development Services - The Key to Cost Effective SolutionsOffshore Development Services - The Key to Cost Effective Solutions
Offshore Development Services - The Key to Cost Effective Solutions
Mind IT Systems
 
Clientes Oil&Gas - Gestão de Ativos - IFS Applications
Clientes Oil&Gas - Gestão de Ativos - IFS ApplicationsClientes Oil&Gas - Gestão de Ativos - IFS Applications
Clientes Oil&Gas - Gestão de Ativos - IFS Applications
Andre Santos
 
Woodward company presentation_2020
Woodward company presentation_2020Woodward company presentation_2020
Woodward company presentation_2020
ExpertsLogicTechnolo
 
IFS Project-Based Solutions
IFS Project-Based SolutionsIFS Project-Based Solutions
IFS Project-Based Solutions
IFS
 
Ron Myers.ppt
Ron Myers.pptRon Myers.ppt
Ron Myers.pptVideoguy
 

Similar to Case Study - Largest Scandinavian Airline (20)

Oil&Gas Operations
Oil&Gas OperationsOil&Gas Operations
Oil&Gas Operations
 
Operações Globais em Oil&Gas - Clientes IFS
Operações Globais em Oil&Gas - Clientes IFSOperações Globais em Oil&Gas - Clientes IFS
Operações Globais em Oil&Gas - Clientes IFS
 
Case Study - Palomar Health
Case Study - Palomar HealthCase Study - Palomar Health
Case Study - Palomar Health
 
Case Study - Improved Inbound Customer Service for Prepaid Card Provider
Case Study - Improved Inbound Customer Service for Prepaid Card ProviderCase Study - Improved Inbound Customer Service for Prepaid Card Provider
Case Study - Improved Inbound Customer Service for Prepaid Card Provider
 
Innovations™ Magazine January - March 2014
Innovations™ Magazine January - March 2014 Innovations™ Magazine January - March 2014
Innovations™ Magazine January - March 2014
 
Case Study - Process transformation for field services
Case Study - Process transformation for field servicesCase Study - Process transformation for field services
Case Study - Process transformation for field services
 
Seamless: Exceeding expectations on the ground and in the air with NATS
Seamless: Exceeding expectations on the ground and in the air with NATSSeamless: Exceeding expectations on the ground and in the air with NATS
Seamless: Exceeding expectations on the ground and in the air with NATS
 
C24 Tinsdills Case Study
C24 Tinsdills Case StudyC24 Tinsdills Case Study
C24 Tinsdills Case Study
 
HT Corporate Brochure
HT Corporate BrochureHT Corporate Brochure
HT Corporate Brochure
 
NATS Brochure for Asia Pacific Region
NATS Brochure for Asia Pacific RegionNATS Brochure for Asia Pacific Region
NATS Brochure for Asia Pacific Region
 
Shane Hickman
Shane HickmanShane Hickman
Shane Hickman
 
Wilfrido Garcia Resume
Wilfrido Garcia ResumeWilfrido Garcia Resume
Wilfrido Garcia Resume
 
Oil & Gas Decommissioning
Oil & Gas DecommissioningOil & Gas Decommissioning
Oil & Gas Decommissioning
 
Air perfection article_
Air perfection article_Air perfection article_
Air perfection article_
 
JKF GROUP PROFILE-GENERAL-2015
JKF GROUP PROFILE-GENERAL-2015JKF GROUP PROFILE-GENERAL-2015
JKF GROUP PROFILE-GENERAL-2015
 
Offshore Development Services - The Key to Cost Effective Solutions
Offshore Development Services - The Key to Cost Effective SolutionsOffshore Development Services - The Key to Cost Effective Solutions
Offshore Development Services - The Key to Cost Effective Solutions
 
Clientes Oil&Gas - Gestão de Ativos - IFS Applications
Clientes Oil&Gas - Gestão de Ativos - IFS ApplicationsClientes Oil&Gas - Gestão de Ativos - IFS Applications
Clientes Oil&Gas - Gestão de Ativos - IFS Applications
 
Woodward company presentation_2020
Woodward company presentation_2020Woodward company presentation_2020
Woodward company presentation_2020
 
IFS Project-Based Solutions
IFS Project-Based SolutionsIFS Project-Based Solutions
IFS Project-Based Solutions
 
Ron Myers.ppt
Ron Myers.pptRon Myers.ppt
Ron Myers.ppt
 

More from Sutherland

Case study - Virtua
Case study - VirtuaCase study - Virtua
Case study - Virtua
Sutherland
 
Case study - A Globally Recognized Healthcare Technology Provider
Case study - A Globally Recognized Healthcare Technology ProviderCase study - A Globally Recognized Healthcare Technology Provider
Case study - A Globally Recognized Healthcare Technology Provider
Sutherland
 
Case study - Midwest Health, Life, and Financial Insurance company
Case study - Midwest Health, Life, and Financial Insurance companyCase study - Midwest Health, Life, and Financial Insurance company
Case study - Midwest Health, Life, and Financial Insurance company
Sutherland
 
Case Study - Transforming the patient access process to provide a more person...
Case Study - Transforming the patient access process to provide a more person...Case Study - Transforming the patient access process to provide a more person...
Case Study - Transforming the patient access process to provide a more person...
Sutherland
 
Case Study - Leading gaming console provider
Case Study - Leading gaming console providerCase Study - Leading gaming console provider
Case Study - Leading gaming console provider
Sutherland
 
Case Study - Petco
Case Study - PetcoCase Study - Petco
Case Study - Petco
Sutherland
 
Case Study - Guardian Group
Case Study - Guardian GroupCase Study - Guardian Group
Case Study - Guardian Group
Sutherland
 
Case Study - Financial Process Transformation-Technology Manufacturer (TEC)
Case Study - Financial Process Transformation-Technology Manufacturer (TEC)Case Study - Financial Process Transformation-Technology Manufacturer (TEC)
Case Study - Financial Process Transformation-Technology Manufacturer (TEC)
Sutherland
 
Case Study - A leading trend-conscious North American fashion brand
Case Study -  A leading trend-conscious North American fashion brandCase Study -  A leading trend-conscious North American fashion brand
Case Study - A leading trend-conscious North American fashion brand
Sutherland
 
Case Study - Voice Biometrics Streamlines Authentication Process for Leading ...
Case Study - Voice Biometrics Streamlines Authentication Process for Leading ...Case Study - Voice Biometrics Streamlines Authentication Process for Leading ...
Case Study - Voice Biometrics Streamlines Authentication Process for Leading ...
Sutherland
 

More from Sutherland (10)

Case study - Virtua
Case study - VirtuaCase study - Virtua
Case study - Virtua
 
Case study - A Globally Recognized Healthcare Technology Provider
Case study - A Globally Recognized Healthcare Technology ProviderCase study - A Globally Recognized Healthcare Technology Provider
Case study - A Globally Recognized Healthcare Technology Provider
 
Case study - Midwest Health, Life, and Financial Insurance company
Case study - Midwest Health, Life, and Financial Insurance companyCase study - Midwest Health, Life, and Financial Insurance company
Case study - Midwest Health, Life, and Financial Insurance company
 
Case Study - Transforming the patient access process to provide a more person...
Case Study - Transforming the patient access process to provide a more person...Case Study - Transforming the patient access process to provide a more person...
Case Study - Transforming the patient access process to provide a more person...
 
Case Study - Leading gaming console provider
Case Study - Leading gaming console providerCase Study - Leading gaming console provider
Case Study - Leading gaming console provider
 
Case Study - Petco
Case Study - PetcoCase Study - Petco
Case Study - Petco
 
Case Study - Guardian Group
Case Study - Guardian GroupCase Study - Guardian Group
Case Study - Guardian Group
 
Case Study - Financial Process Transformation-Technology Manufacturer (TEC)
Case Study - Financial Process Transformation-Technology Manufacturer (TEC)Case Study - Financial Process Transformation-Technology Manufacturer (TEC)
Case Study - Financial Process Transformation-Technology Manufacturer (TEC)
 
Case Study - A leading trend-conscious North American fashion brand
Case Study -  A leading trend-conscious North American fashion brandCase Study -  A leading trend-conscious North American fashion brand
Case Study - A leading trend-conscious North American fashion brand
 
Case Study - Voice Biometrics Streamlines Authentication Process for Leading ...
Case Study - Voice Biometrics Streamlines Authentication Process for Leading ...Case Study - Voice Biometrics Streamlines Authentication Process for Leading ...
Case Study - Voice Biometrics Streamlines Authentication Process for Leading ...
 

Recently uploaded

Brand Analysis for an artist named Struan
Brand Analysis for an artist named StruanBrand Analysis for an artist named Struan
Brand Analysis for an artist named Struan
sarahvanessa51503
 
April 2024 Nostalgia Products Newsletter
April 2024 Nostalgia Products NewsletterApril 2024 Nostalgia Products Newsletter
April 2024 Nostalgia Products Newsletter
NathanBaughman3
 
Exploring Patterns of Connection with Social Dreaming
Exploring Patterns of Connection with Social DreamingExploring Patterns of Connection with Social Dreaming
Exploring Patterns of Connection with Social Dreaming
Nicola Wreford-Howard
 
Lookback Analysis
Lookback AnalysisLookback Analysis
Lookback Analysis
Safe PaaS
 
3.0 Project 2_ Developing My Brand Identity Kit.pptx
3.0 Project 2_ Developing My Brand Identity Kit.pptx3.0 Project 2_ Developing My Brand Identity Kit.pptx
3.0 Project 2_ Developing My Brand Identity Kit.pptx
tanyjahb
 
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdfMeas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
dylandmeas
 
Project File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdfProject File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdf
RajPriye
 
Premium MEAN Stack Development Solutions for Modern Businesses
Premium MEAN Stack Development Solutions for Modern BusinessesPremium MEAN Stack Development Solutions for Modern Businesses
Premium MEAN Stack Development Solutions for Modern Businesses
SynapseIndia
 
Discover the innovative and creative projects that highlight my journey throu...
Discover the innovative and creative projects that highlight my journey throu...Discover the innovative and creative projects that highlight my journey throu...
Discover the innovative and creative projects that highlight my journey throu...
dylandmeas
 
Putting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptxPutting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptx
Cynthia Clay
 
The Parable of the Pipeline a book every new businessman or business student ...
The Parable of the Pipeline a book every new businessman or business student ...The Parable of the Pipeline a book every new businessman or business student ...
The Parable of the Pipeline a book every new businessman or business student ...
awaisafdar
 
20240425_ TJ Communications Credentials_compressed.pdf
20240425_ TJ Communications Credentials_compressed.pdf20240425_ TJ Communications Credentials_compressed.pdf
20240425_ TJ Communications Credentials_compressed.pdf
tjcomstrang
 
Maksym Vyshnivetskyi: PMO Quality Management (UA)
Maksym Vyshnivetskyi: PMO Quality Management (UA)Maksym Vyshnivetskyi: PMO Quality Management (UA)
Maksym Vyshnivetskyi: PMO Quality Management (UA)
Lviv Startup Club
 
Pitch Deck Teardown: RAW Dating App's $3M Angel deck
Pitch Deck Teardown: RAW Dating App's $3M Angel deckPitch Deck Teardown: RAW Dating App's $3M Angel deck
Pitch Deck Teardown: RAW Dating App's $3M Angel deck
HajeJanKamps
 
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
taqyed
 
Business Valuation Principles for Entrepreneurs
Business Valuation Principles for EntrepreneursBusiness Valuation Principles for Entrepreneurs
Business Valuation Principles for Entrepreneurs
Ben Wann
 
Cracking the Workplace Discipline Code Main.pptx
Cracking the Workplace Discipline Code Main.pptxCracking the Workplace Discipline Code Main.pptx
Cracking the Workplace Discipline Code Main.pptx
Workforce Group
 
Affordable Stationery Printing Services in Jaipur | Navpack n Print
Affordable Stationery Printing Services in Jaipur | Navpack n PrintAffordable Stationery Printing Services in Jaipur | Navpack n Print
Affordable Stationery Printing Services in Jaipur | Navpack n Print
Navpack & Print
 
Set off and carry forward of losses and assessment of individuals.pptx
Set off and carry forward of losses and assessment of individuals.pptxSet off and carry forward of losses and assessment of individuals.pptx
Set off and carry forward of losses and assessment of individuals.pptx
HARSHITHV26
 
Attending a job Interview for B1 and B2 Englsih learners
Attending a job Interview for B1 and B2 Englsih learnersAttending a job Interview for B1 and B2 Englsih learners
Attending a job Interview for B1 and B2 Englsih learners
Erika906060
 

Recently uploaded (20)

Brand Analysis for an artist named Struan
Brand Analysis for an artist named StruanBrand Analysis for an artist named Struan
Brand Analysis for an artist named Struan
 
April 2024 Nostalgia Products Newsletter
April 2024 Nostalgia Products NewsletterApril 2024 Nostalgia Products Newsletter
April 2024 Nostalgia Products Newsletter
 
Exploring Patterns of Connection with Social Dreaming
Exploring Patterns of Connection with Social DreamingExploring Patterns of Connection with Social Dreaming
Exploring Patterns of Connection with Social Dreaming
 
Lookback Analysis
Lookback AnalysisLookback Analysis
Lookback Analysis
 
3.0 Project 2_ Developing My Brand Identity Kit.pptx
3.0 Project 2_ Developing My Brand Identity Kit.pptx3.0 Project 2_ Developing My Brand Identity Kit.pptx
3.0 Project 2_ Developing My Brand Identity Kit.pptx
 
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdfMeas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
 
Project File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdfProject File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdf
 
Premium MEAN Stack Development Solutions for Modern Businesses
Premium MEAN Stack Development Solutions for Modern BusinessesPremium MEAN Stack Development Solutions for Modern Businesses
Premium MEAN Stack Development Solutions for Modern Businesses
 
Discover the innovative and creative projects that highlight my journey throu...
Discover the innovative and creative projects that highlight my journey throu...Discover the innovative and creative projects that highlight my journey throu...
Discover the innovative and creative projects that highlight my journey throu...
 
Putting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptxPutting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptx
 
The Parable of the Pipeline a book every new businessman or business student ...
The Parable of the Pipeline a book every new businessman or business student ...The Parable of the Pipeline a book every new businessman or business student ...
The Parable of the Pipeline a book every new businessman or business student ...
 
20240425_ TJ Communications Credentials_compressed.pdf
20240425_ TJ Communications Credentials_compressed.pdf20240425_ TJ Communications Credentials_compressed.pdf
20240425_ TJ Communications Credentials_compressed.pdf
 
Maksym Vyshnivetskyi: PMO Quality Management (UA)
Maksym Vyshnivetskyi: PMO Quality Management (UA)Maksym Vyshnivetskyi: PMO Quality Management (UA)
Maksym Vyshnivetskyi: PMO Quality Management (UA)
 
Pitch Deck Teardown: RAW Dating App's $3M Angel deck
Pitch Deck Teardown: RAW Dating App's $3M Angel deckPitch Deck Teardown: RAW Dating App's $3M Angel deck
Pitch Deck Teardown: RAW Dating App's $3M Angel deck
 
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
 
Business Valuation Principles for Entrepreneurs
Business Valuation Principles for EntrepreneursBusiness Valuation Principles for Entrepreneurs
Business Valuation Principles for Entrepreneurs
 
Cracking the Workplace Discipline Code Main.pptx
Cracking the Workplace Discipline Code Main.pptxCracking the Workplace Discipline Code Main.pptx
Cracking the Workplace Discipline Code Main.pptx
 
Affordable Stationery Printing Services in Jaipur | Navpack n Print
Affordable Stationery Printing Services in Jaipur | Navpack n PrintAffordable Stationery Printing Services in Jaipur | Navpack n Print
Affordable Stationery Printing Services in Jaipur | Navpack n Print
 
Set off and carry forward of losses and assessment of individuals.pptx
Set off and carry forward of losses and assessment of individuals.pptxSet off and carry forward of losses and assessment of individuals.pptx
Set off and carry forward of losses and assessment of individuals.pptx
 
Attending a job Interview for B1 and B2 Englsih learners
Attending a job Interview for B1 and B2 Englsih learnersAttending a job Interview for B1 and B2 Englsih learners
Attending a job Interview for B1 and B2 Englsih learners
 

Case Study - Largest Scandinavian Airline

Editor's Notes

  1. ABOUT THE CLIENT The largest Scandinavian airline.
  2. The Client Challenge In 2012, our client set in motion a companywide restructuring mandate which involved consolidating its operational and support centers across Europe and Scandinavia. As part of this exercise, they were looking for a partner who would be able to reorganize existing operations, retain highly tenured employees, and upgrade technology platforms to enable unified communications with  automated multi-channel tools, all while the airline ran “business as usual.”
  3. The Sutherland Transformation It was critical that Sutherland could complete this entire transformation quickly. Our dedicated team of experts built a portfolio that was sharply focused on the client’s strategic intent for their most promising markets and customers. From the very beginning, we helped drive comfort and the right level of engagement necessary for all parties involved. Compliance with all related European  directives and laws tied to transferring 200+ employees was handled flawlessly. Multiple technology platforms and new tools were  implemented without compromise. User acceptance testing for the new system environment was conducted, and ran smoothly. The Sutherland team successfully completed a seamless transition well within the agreed timelines without negatively impacting day-to-day operations. Further, we shifted all new technology architecture with zero down time.
  4. PARTNERSHIP RESULTS Our commitment to proactively guide our client in areas of new process improvements, technology innovation, and employee  advancement for future growth continues to deliver significant results..