Vendor Analysis
published on Aug 15, 2019
Report Overview:
This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in CX Services in Retail and CPG
Who is this Report for:
NelsonHall’s Customer Experience Services in Retail and CPG report on Sutherland is a comprehensive assessment of Sutherland’s offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Sutherland customer experience services offerings and capabilities, and market and financial strengths in the retail and CPG sectors, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery sites.
Key Findings & Highlights:
Sutherland positions as a turnkey BPS provider for the retail and CPG clients, offering transformation services, platforms, front and back process consulting and re-engineering, and people. It aims to drive P&L effectiveness and deliver business outcomes such as NPS, overall sales, or LTV, while measuring and predicting business performance.