Vendor Analysis
published on Jun 17, 2016
Report Overview:
This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in CMS in retail and CPG.
Who is this Report for:
NelsonHall’s CMS in retail and CPG industry sector profile on Sutherland is a comprehensive assessment of Sutherland’s retail and CPG sector customer management services (CMS) offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail and CPG sector 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 retail and CPG offerings, 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 CMS retail and CPG sector customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s retail and CPG sector CMS offerings and key service components
- Analysis of the company’s delivery organization including the geography of delivery locations used for CMS retail and CPG sector clients.
Key Findings & Highlights:
Sutherland Global Services (Sutherland) is a privately held firm headquartered in Rochester, New York. The company started operations in 1986 as a customer management services (CMS) provider. Across all industries it employs ~38k globally, and operates ~60 contact centers in 19 countries.
Sutherland is an integrated BPO provider, working with clients across front and back-office services, supporting both consumers and enterprise clients. In 2014, Sutherland gained funding from TPG; NelsonHall estimates that TPG owns ~35% of Sutherland.
Sutherland is focused on the following sectors: technology, telecommunications, BFSI, healthcare/government, retail/e-commerce, and travel/transportation/logistics.
It provides delivery for its CMS retail and CPG clients from the following locations: Americas, APAC, and EMEA.