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Sutherland- Customer Experience Services in Travel, Transport, and Hospitality

Vendor Analysis

by Ivan Kotzev

published on Dec 06, 2017

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Report Overview:

This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in Customer Experience Services in Travel, Transport, and Hospitality.

Who is this Report for:

NelsonHall’s Customer Experience Services in Travel, Transport, and Hospitality profile 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’s customer experience services in travel, transportation, and hospitality 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 sites. 

Key Findings & Highlights:

In the travel, hospitality, transport, and logistics sectors, Sutherland provides customer care, revenue generation, revenue assurance, cost  support, consulting, social media management, analytics and automation,  channel enablement, system implementation, marketing services, and F&A outsourcing. 

Sutherlands supports these sectors with ~4.5 employees in 20 locations in 13 countries. It has ~28 clients including airlines, hotel chains, cruise lines, OTAs, logistics, and shared economy players. 

It began the practice around 2003 and currently organizes the travel, transportation, and hospitality vertical into sub-segments, with heads operating with a global remit. With this structure, it aims to achieve deeper domain expertise.  

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Platforms and Intellectual Property
  • Commercial Model
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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