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Transforming Client Operations Through Disruptive Change

Financial Technology & Payments Industry Solutions

Sutherland Global Services

Proprietary & Confidential

Disruptive Changes in the Payments Industry Require New Ways of Doing Business

Sutherland helps organizations manage their business through disruptive change

DISRUPTIVE CHANGES

Diversity of customer touch-points and

channels – new and legacy

New product development and mass

customization of products and services

Robotics, digitization, automation and

other process innovations

Increasing and more complex

regulatory requirements

New software and technology platforms

Payments Industry Transformation Needs:

• Access to national workforce

• Globalized operations and scale

• Innovative and break-through business execution

• Processes designed for new products & services

• Superior and seamless customer experiences

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Proprietary & Confidential3

Sutherland Global Footprint and Operational Capabilities

Architected for scalability, availability, and flexibility

Secure & Compliant

750+ TB Data

Protection

35K+ Personnel

Security

200+ Process

Audits

400+

Applications

ISO 27001 Std. HIPPAA

PCI DSS 2.0 FISMA DIACAP

SOX 404 SSAE 16

80% of revenue driven by

supporting clients in

multiple geographies

Support for NA clients with

global operations

• 19+ countries

• 40+ languages

• 50+ operations centers

• 24x7 support

Market-specific compliance

and regulatory expertise

Deep expertise leveraged

from US outsourced talent



Sutherland’s Marquee Clients Are Industry Leaders & Well Known Brands

Leveraging strengths across multiple industries to service Financial Technology & Payments clients

FINANCIAL SERVICES

TRAVEL,

TRANSPORTATION,

& LOGISTICS

GOVERNMENT

& INSURANCEMEDIA &

COMMUNICATIONSTECHNOLOGY RETAIL



Robotic Process Automation Work@Home Impact Based Sourcing

Future RealityTechnology gets better, cheaper, and

faster at a rate that biology can’t

match… automation is inevitable.

Customers with choices expect real

experts with real insights but those

experts may not live close to HQ…. find

the experts you need from the global

talent cloud.

Employ people with limited

opportunities and….deliver business

results with a purpose

Business Results

Drive innovative business models with

robotics automation:

• Rules-based execution

• High performance processes

• Increased accuracy

• Optimized resource utilization

Ensure precision recruiting for skills to

meet specific business requirements:

• Unlimited resource pool

• Targeted top performers

• Resourcing flexibility and scale

Achieve high impact outcomes for:

• Global business scope

• Regulatory and compliance

demands

• Optimized business models and

ROI

Recognition

Sutherland’s Solutions Are Shaping The Future Of Work

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Leader in robotic process automation, work@home and impact based sourcing



Sutherland Robotic Process Automation Solutions

Deliver quantum business operating performance through robotic automation

IMPROVE RESOURCE UTILIZATION

Free up highly skilled resources for

exceptions or value-add work

Reduce Human Errors

Eliminate data entry mistakes

Ensure Business Rules

Govern regulatory, compliance and

other business mandates

Gain Operational Visibility

Increased operational insights

from reporting

Reduce Manual Work

Eliminate cutting & pasting

between disparate systems

BUSINESS

RULES

ROBOTIC AUTOMATION PROCESS



Sutherland Provides Clients Access to a Nationwide Talent Pool

Focus on ‘A’-players across U.S. vs. varied talent in a fixed region

Typical Brick

& Mortar Site

Typical

recruiting

area

(20 000)

Typical Brick & Mortar Performance

Distribution

Produces a wide variation in talent

The CLOUD

250 MM over the

age of 18

Enables hiring only top

performers to increase overall

operations performance

Work@Home sourcing benefits



Sutherland Provides End-to-End Payments Customer Lifecycle Management

Single source solution for all customer lifecycle needs

Customer Acquisition

• Inbound & Outbound Sales

• Campaigns

Customer Service

• Inquiries, Billing, Disputes

• Technical Support

Customer Retention

• Churn Management

Customer Lifecycle

Cross Sell

• Insurance Products

• Fee Based Services

• Upgrades

Social Media

• Brand Management

• Marketing & Sales

Analytics

• Segmentation

• Profits

• Social Media

CSAT Metrics

• NPS Adoption and Score Improvement

Back Office Operations

• F&A

• Compliance (IVR-PCI / HIPPA)

• Knowledge Management

Technology-enabled Services

• Card Platform

• Self-Service Portal

• Smart Assistant

• Call Steering

• Automated Chat

• Audio Mining

• Voice Biometrics

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Sutherland Innovation Labs Provide Customized Client Focused Solutions

Design-led approaches helps put your customer’s experience at the heart of everything you do

Explore

Design

Realize

LearnObserve

Define

Ideate

Prototype

Validate Build

Pilot

Launch

CATALYST

• Accelerate discovery and solutions design decision making

CUSTOMER EXPERIENCE SAND PIT

• Expert research of variables focused on end-to-end

customer experience and usability

MARKET FOCUSED

• Design with expectations about existing & future trends

and client industry needs

INCUBATE REAL INNOVATION

• Implement and test transformational opportunities

leveraging Sutherland platforms and best practice insights

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Sutherland Social Media Experience

Ensuring superior customer experiences across all channels and interfaces

Operationalize customer

interactions and responses

• Monitor and analyze the social

media universe

• Proactively respond to customer

feedback

• Ensure satisfying conversations on

company sites

• Eliminate problems before they

escalate

• Get ahead of issues before they

become regulatory focus



8%

27%25% 26%

16%

34%

42%

10%8%

6%

Manpower Based Time Based Transaction Based Event Based Outcome Based

Sutherland

BPO Industry

Sutherland Has A Flexible, Results Focused Client Engagement Model

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65% Revenues are derived from results focused pricing – 2X the industry average of 33%

Sutherland’s flexible client engagement model with increasing shift to shared risk-reward models

Manpower Based

$/Person-Month

Time Based

$/Minute

Transaction Based

$/Transaction

Event Based

$/Case

Outcome Based

$/Account

Low HighResults-focused pricing

EngagementModel Breakdown



The Sutherland ‘Difference’

Transforming Client Operations Through Disruptive Change

Global footprint and operational capabilities architected for

scalability, availability and flexibility

Strengths across multiple industries to service Financial

Technology & Payments clients

Leading solutions in robotic process automation, work@home

and impact based sourcing that shape the future of work

Single source solution for end-to-end payments customer

lifecycle needs

Design-led approaches that helps put your customer’s

experience at the heart of everything you do

Superior customer experiences across all channels and

interfaces

Flexible, results-focused client engagement models and pricing

We help you transform your customer lifecycle and operational infrastructure so that you can focus on

break-through innovation, new product development, and growth

Customer

Lifecycle

Operational

Infrastructure

Optimized Business

Model

Innovation & Growth

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