Cybersecurity leader launches simultaneous business transformation spanning 3 sites, 3 continents and 8 languages
Background: Our client, a leading cybersecurity and information management solutions provider for Fortune 500 companies, was splitting from its former parent company into an independent, privately owned company. Sutherland was engaged to oversee and execute the entire business transformation – with no downtime or business interruption – simultaneously across three continents (EMEA, APAC and India.) Per the client’s non-disclosure agreement, we were entrusted to perform all preliminary work under 100% confidentiality; current employees would have no prior knowledge until the actual day of transition. In the five months leading up to the event, we hired 180 people worldwide.
Solution: We successfully completed this high-complexity business transformation seamlessly and simultaneously across three sites, eight languages and two skill sets, including Tier 1/ frontline and Tier 2/advanced support. All current employees were retained and rebadged as Sutherland employees. Today, we provide technical support by phone and email for the client’s customers in English, French, Italian, German, Spanish (LATAM and European), Portuguese (Brazilian), Mandarin and Japanese. Our technical support engineers deliver high-quality support for customers on backup and recovery products – including troubleshooting and resolving highly complex technical issues on heterogeneous environments that are utilized on complex, mission-critical Enterprise systems.
Measurable Business Outcomes:
- Transformational Business Services
- Expedite Time-to-Market
- Improved CSAT
- Transition: Moved 1300 advanced cases and 600 frontline cases across all sites
- Today: Handle 950 ADV cases while maintaining the frontline backlogs
- Delivered CSAT of 79% for the frontline business, an outstanding result considering the newness of the overall team