Global Multi-lingual, Multi-channel Support Services for A Security SW Major

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1 Global Multi-lingual, Multi-channel Support Services for A Security SW Major Client Profile The Client is a US-based pioneer of computer security and anti-virus solutions and the world s largest dedicated security enterprise. It is a wholly-owned subsidiary of the world s largest microprocessor company and serves over 30 million global users across the following markets: Performance Highlights: Reduced costs by $2M Increased tech support closure rate from 65% to 78% Increased customer satisfaction scores to 91.65% Reduced repeat call rate from 20% to 10% Launched largest Pay for Support program in the security industry Handles 100% of consumer support volume Recognized as #1 partner Home and home-office Consumer sales and partners such as Dell, AT&T, COX, British Telecom, ACER, SONY, Bank of America Small and medium business in the technology, telecommunications, education and healthcare industries The Client s Security Solutions protects several Fortune 500 companies in the telecommunications, technology and healthcare sectors technology and healthcare sectors In 2004, Sutherland was selected to provide customer service and technical support for a portion of the Client s support volumes. In the ensuing eight years, driven by client priorities and market conditions the relationship has grown into a strategic partnership where Sutherland takes pride in being considered a trusted advisor. Business Environment Driven primarily by labor arbitrage, Sutherland s initial contract included a large technical support component. Despite its rather routine scope of work, Sutherland s Technical Support teams proactively identified trends in contact behavior. During weekly, monthly and quarterly business reviews, the Sutherland team reported the data and suggested product enhancements to avoid future virus attacks. The information was deemed so relevant and useful ultimately Sutherland became a formal extension of the Client s internal team tasked with virus detection and resolution. Eighteen members of Sutherland s technical team work with the Client engineers to assist with Six Sigma tests and to perform analytics to anticipate the next virus or malware. 1

2 In 2006 the Client faced tremendous cost pressured supporting 13 European languages from many low volume centers across Europe. Sutherland proposed and implemented a consolidation for all languages into Sutherland s center in Sofia Bulgaria. The program launched supporting 100% of the consumer business and expanded to include the small and medium business and enterprise markets. As the competitive landscape became more intense and combative, the Client sought to extend its leadership position in corporate and consumer endpoint security while establishing leadership in network security. The (Sutherland) team goes above and beyond in a multitude of ways to ensure consistent delivery to my customer base. At the same time, they are finding ways to help aid me in the strategic and tactical decisions. The level of expertise is unmatched in the industry.... any new business opportunities that come up go to Sutherland first. Manager, North America For this twin thrust the Client required a partner that could provide exceptional support for their current and expanding customer base and contribute thought leadership to the overall support strategy Sutherland s ability to leverage best practices and continually bring innovative ideas to the Client enabled not only optimized customer experience and $2 million in cost savings but also contributed to the Client s ability to differentiate itself from the competition as reflected by multiple awards and recognitions received by the Client. 2009: Sutherland executed three six sigma projects that increased retention for their annuity clients and reduced refunds for a recurring cost savings of $115k annually. 2010: Sutherland implemented Centralized Ops, a customized global reporting framework for all geographies. The recurring cost savings is $300k annually. 2011: Sutherland launched a Premium Pay-for-Support program for the client through its proprietary SmartLeap platform. Sutherland also implemented PSI-compliant IVR credit card technology. In addition Sutherland created the micro site, collects monies, and redistributes revenue to the client McAfee i.e. A complete new revenue stream solution and the largest and most comprehensive pay for support program in the security industry. 2

3 Sutherland continues to invest in evaluating the current operation to identify opportunities for additional gains in effectiveness and recommends value-add services such as monetized support and partner with the Client to ensure they retain the leadership position in their target markets and solution sectors. Sutherland Support Snapshot: Technical Support, Customer Service and Pay for Support: 85% of consumer volume in North America 100% of EMEA English and non-english 100% of monetization volume 18% of APAC English volume 100% partner for consumer support volume Over 1300 Sutherland associates delivering services across US, Bulgaria, India, and the Philippines New Pay for Support program launched in US and Canada, followed by UK, Global English, and EMEA languages. Partner and indirect channel portfolio launches in Q The client s 2012 Star Award application spotlights Sutherland s Redirect Reduction Initiative, a project aimed at reducing the rate of redirected technical support (TS) calls. As the TS provider for the company s end users on both technical and customer-service related issues, redirected calls and repeat callers (to fix unresolved issues) were top contact drivers for the TS queue. At the outset of this initiative, we identified two key problems: The same day closure (SDC) rate was trending at 65% for NA TS queues; SDC rate indicated a high repeat call rate, leading to lower customer satisfaction scores. Over a two-year period, Sutherland successfully implemented solutions to improve resolution effectiveness, increase the percentage of SDCs, reduce repeat contact rates, and increase customer satisfaction. As part of our initiative, we identified opportunities to expand the Tier 1/12 scope of support and set up a system to code incoming customer queries based on root causes, enabling calls to be accurately directed to the appropriate source for resolution. 3

4 Key results of the Redirect Reduction project included: Increased same day closure rate to 78% - up 13% from baseline Reduced repeat calls from 20% to 12%. Repeat contacts continue to taper off - currently 10% Increased customer satisfaction scores to 91.65% The graph below illustrates the gains in momentum and resuts over a period of six business quarters. The contributions of you and your teams are a huge part of the success of our Consumer Support and we thank you for your ongoing partnership in making our company a strong, improvement-driven support organization. -Corporate Vice President, Worldwide Consumer Support Recognized as our client s #1 partner, Sutherland is measured against aggressive production, customer service and outcome metrics, and consistently outperforms the targets. Sutherland s ability to leverage best practices and to continually bring innovative ideas to our client has optimized the customer experience and enabled $2M in cost savings. 4

5 Business Transformation Services Knowledge Services Business Process Outsourcing Technology Enabled Services Bulgaria Canada Colombia Egypt India Mexico Philippines United Arab Emirates United Kingdom United States For more Information: To learn more about Sutherland Global Services, please contact us: Toll-Free: x Website: About Sutherland Global Services Established in 1986, Sutherland Global Services is a global BPO services enterprise providing integrated Platform-based and Analytics enabled business-cycle support solutions for major Industry Verticals and global industry leaders. Sutherland collaborates with clients to help them excel in their industry while maximizing their customers lifetime value. Sutherland is Certified as a Minority Business Enterprise by NMSDC Sutherland Global Services CS-TECHNOLOGY