M-Files allowed Sutherland to focus on talent management instead of document management

Mr Galabov, would you please tell us something about the company and its business?

Sutherland is a digital leader in transforming business processes, serving millions of end consumers in 144
countries through its 61 service centres. For 35 years, the company has been helping hundreds of business clients in various industries to achieve high efficiency and excellence by combining human resources with
accurate real-time analyses, artificial intelligence, cognitive technology and automation. Out story of 13
years here has been one of tremendous growth and Sutherland ranks among the best in the sector and is
a primary European centre for the company. Our team of over 2,300 professionals in Bulgaria works for more than 20 global leaders in 8 industries such as online commerce, transport, hospitality, insurance, finance,
IT, gaming, telecommunications.

What are your short-term and long-term business objectives?

The development plan of Sutherland in Bulgaria aims at affirming the company as the preferred employer in the sector and expanding further the team by broadening the operations of current clients and adding new clients with more complex services. This requires a strategy for the development of our operations in the new reality, namely with the opportunity of working remotely. For Sutherland working remotely is not a novelty – the company has 15 years of experience in its application for global clients through our integrated solution for remote operations Sutherland Anywhere. The last two years accelerated considerably our successful digitalisation of internal processes within Bulgaria. The recruitment, assessment, hiring and initial training of the employees were fully digitised and transferred online. We implemented an electronic signature, for each document and integrated this into a digital archive M-Files, which eliminated the need to visit the office.

What are the challenges you tried to overcome that lead to our partnership?

Rapid growth entails the need for impeccable administration. Our dynamics and the volume of processed documents required a reliable solution for tracking our documentation. To this end, we chose the most suitable product after we did our research.

Why did you choose us? What were the criteria you applied to make the decision?

We were looking for a supplier that not only provides access to the product, but can also tailor it to our needs. Konica Minolta Bulgaria proved itself as a partner capable of both.

How do you use M-Files, how is it integrated into your business?

With the help of the developers of Konica Minolta, we managed to develop procedures which not only track availability but also unavailability. This ensures impeccable documentation for each of our employees.

What are the benefits you experienced after the deployment of M-Files by Konica Minolta Bulgaria?

During the last year, every single audit was perfect thanks to the controls in M-Files.

What did you learn by working with us?

Our project was pioneering for both companies.Many of the activities related to the project were new to both parties. Despite the difficulties, in 2020 we managed to introduce a fully operational professional solution. Having a sufficiently stable basis to work on, the team at Konica Minolta demonstrated notable flexibility and creativity with the technical solutions.

Would you recommend us and why?

The software services provided by Konica Minolta met our expectations. Further added value is ensured by the ability of the team to think several steps ahead, thereby opening doors to future cooperation.