Business process and technology management services provider Sutherland Global Services has transformed its Customer Interaction Platform and management system with Microsoft Dynamics CRM Online.
Sutherland, which provides business-critical technology and analytics-enabled services to Fortune 1000 clients, requires secure and scalable platforms to enable its more than 30,000 employees across 40 global operational facilities to deliver high quality efficiency and customer experience services.
To enhance the quality of customer experience and interactions, Sutherland evaluated several customer relationship management (CRM) platforms before selecting Microsoft Dynamics CRM Online based on its flexibility, customisation capabilities and ease of use. As Sutherland has already invested in other Microsoft business solutions – such as .NET, SharePoint Online 2013, SQL Server and Lync – the company’s consultants were able to easily adapt to its user interfaces.
“The Business Process Outsourcing (BPO) industry and our Fortune 1000 clients are facing radical changes in market dynamics and these changes, combined with cloud, social, mobility and big data advancements, call for a paradigm shift,” said Deepak Batheja, CTO of Sutherland. “We have to fundamentally rethink how industry-specific transactions will be processed in the future and, more importantly, how information can be used to identify patterns that provide actionable insights for business managers.”
Batheja added: “To best serve our clients, we need a best-of-class technology platform, fully optimised with lean business processes, that is flexible enough to enable continuous innovation. Microsoft Dynamics perfectly augments our 200-plus technology products and intellectual properties, and forms the foundation of our world-class Customer Interaction Platform.”
Working in collaboration with Microsoft Consulting Services, Sutherland configured the Dynamics platform to fit its multi-vertical BPO environment. It has now recently and successfully launched the first phase of the Dynamics deployment.
Since implementing the solution, Sutherland has improved front-office consultants’ efficiency by 20% and back-office processing by 22%, which has resulted in a direct bottom-line benefit to the company.
“As a pre-eminent provider of business process outsourcing services, Sutherland is investing in a solution that allows its consultants to really know and understand the customer,” said Dennis Michalis, general manager, Microsoft Dynamics. “With unified agent desktops and real-time service analytics from a single screen across teams and office locations, Microsoft Dynamics CRM Online enables Sutherland employees to have access to the relevant information that empowers them to provide their clients’ customers with a consistently exceptional experience across the globe.”
Now that Sutherland has rapidly adopted Dynamics CRM Online across the organisation, it aims to leverage Microsoft Dynamics Social Listening to improve communication with younger consumers.
“Our external environment is changing as young consumers prefer to communicate through social channels, so we will be leveraging Microsoft Dynamics Social Listening to understand our clients’ customers,” said Batheja. “Our vision is to have our internal collaboration platform seamlessly integrated with the external channels to better serve our customers.”
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