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Sutherland Global Services - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Mar 01, 2016

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Report Overview:

Sutherland Global Services (Sutherland) is a privately held company headquartered in Rochester, New York. 

Who is this Report for:

NelsonHall’s Customer Management Services (CMS) profile on Sutherland is a comprehensive assessment of Sutherland’s offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS 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 CMS offerings and capabilities, and market and financial strengths, 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 locations.

Key Findings & Highlights:

In 2004 Oak Partners invested $30m, and in 2006 Standard Chartered PE in Hong Kong invested $30m (NelsonHall estimates that each got a 20% share). In 2014, American private equity TPG Capital bought Oak Partners’ and Standard Chartered’s shares, and additional shares for $300m, equal to a ~35% stake in the company (NelsonHall estimate).

Sutherland has ~36k employees in ~45 locations in 18 countries, working in 40 languages. The company has 274 clients.

Sutherland provides customer management services for each stage of the customer lifecycle, in addition to knowledge services, F&A, marketing and content management. Its CMS offerings are:

  • Customer acquisition
  • Customer care
  • Technical support
  • Collections
  • Consultancy and analytics.

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