Global IT Firm Transforms Customer Service

Case Study

A global IT consulting and outsourcing giant was facing a steady decline in profitability, ever-increasing operating costs along with low employee retention. They understood the need to transform their business but needed factual data to guide them in the right direction.

They deployed Sapience on a 5,000 person business unit and within a few months, transformed their entire customer service operations for the better, and for more profitability.

7%

optimization of headcount for existing customers

30%

increase in productivity on core activities

1.5

more hours of work effort for support & dev teams

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