Vendor Analysis
published on Nov 07, 2012
Report Overview:
This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in Customer Management Services. Sutherland is one of a number of Customer Management Services companies analyzed in NelsonHall's comprehensive industry analysis programs.
Who is this Report for:
NelsonHall's customer management services profile on Sutheland is a comprehensive assessment of Sutherland's customer management services offerings for organizations and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations and identifying vendor suitability for CMS 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's customer management services, capabilities, and market and financial strength, 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
- Key client case studies
- Analysis of the company's offerings and key service components
- Analysis of the company's delivery organization including the location of delivery locations.
Key Findings & Highlights:
Sutherland has three main customer management services offerings:
- Customer care & customer service
- Technical support
- Account management (revenue generation through up-selling and cross-selling)
Sutherland's has 33 centers in 10 countries which are grouped into four main geographic regions: North America, LATAM, EMEA and APAC. Each of Sutherland's centers typically delivers a combination of its offerings, although regional specialization does occur.
Sutherland's key CMS verticals include:
- Telecoms
- High Tech
- Retail
- BFSI