Where Digital, People and Process Come Together
Transform your enterprise with a global support solution powered by analytics, machine learning and intelligent automation.
Good Things Come in Threes
Our Enterprise Business Services consist of three core offerings: Enterprise B2B Product Support, Service Desk and Customer Success.
With Enterprise B2B Product Support, we provide Level 1&2 technical support for hardware and software products; targeted at ISV's (independent software vendors), Cloud companies, and OEMs for their end-business customers and users. We also provide Cloud lifecycle adoption and consumption support for both SMB's and large enterprises.
Service Desk combines our domain expertise with technology partners ServiceNow and Zendesk. Together, we deliver innovative solutions to automate and optimize workflows and processes across your enterprise while accelerating business transformation. Our Customer Success offering enables teams to build, transform or optimize their Customer Success organization. Targeted at both SaaS and on-premise ISV's and OEM's, we provide a range of end-to-end professional services across your internal teams.
Enterprise Support Is in Our DNA
We have over 30 years of experience managing large and complex technical support ecosystems. Our team of 13,000 technology professionals currently operate across 19 locations globally, supporting more than 15 languages. Our differentiated level 1&2 multilingual technical support enables clients to capitalize on opportunities through re-imagined services and digitally enabled channels.
Our business process outsourcing experience covers five unique verticals: Technology, Retail, Healthcare, BFSI, and Insurance. We like to stay clear of the typical “one-size-fits-all” delivery approach, instead, providing tailored implementations that match with the right methodology and delivery strategy to meet your short and long-term business needs. Whether you need quick time-to-value with managed services, or a more robust solution optimizing your current service desk (level 0, 1, 2, 3) while outsourcing the people and process to Sutherland, we're your partner of choice.
For Customer Success, we operate as your extended CS organization, interfacing with your internal teams to put the customer at the forefront of your organizational focus.
Enterprise B2B Product Support
We add strategic value to ISV's, product companies, managed services companies, platform and SaaS Vendors.
- 24/7, multilingual, proactive and reactive support
- Industry-leading platform-agnostic outsourced enterprise support solutions
- Encompassing analytics, machine learning and intelligent automation to provide faster “First Meaningful Response” to the customer
- KCS centered support
Using our global footprint, we supply shared, dedicated and staff augmentation models.
- 24/7 omnichannel, Level 0, 1, 2, 3 service desk support in 40+ languages
- Technology partnership with ServiceNow and Zendesk offering cutting-edge enterprise service management platforms
- Digital assets that drive service desk transformation with ASSIST for IT task automation, JOE for enterprise virtual agent and intella for IT analytics and AIOps
We provide end-to-end services that every Customer Success Leader needs, from defining a clear strategy to flawlessly executing it.
- End-to-end service integration with various departments
- UI/UX focus on content creation
- Onshore-offshore model
- Multilingual capabilities across the globe