Vendor Analysis
published on Mar 01, 2016
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.