BPO Services

Maximizing Business Outcomes from Demand through Fulfillment

Improving customer experience is essential, but many companies are finding out the hard way that this can’t be successfully accomplished by only addressing the front-office. Customer experience must be effectively managed from front to back-office, and nowhere is this more apparent than from lead and order management through supply chain order fulfillment.

Customers are more likely to buy from companies that understand them and satisfy their product demands and preferences. They become loyal customers when companies are transparent and reliable in delivering on promises.

Sutherland helps organizations leverage deep customer profile and analytic insights to shape and maximize customer demand, while providing greater end-to-end global supply chain visibility and optimization of fulfillment operations.

Key Differentiators

Analytic insight-based 360 degree view of customers

Sutherland’s Customer Experience platform provides a single source of truth and 360 degree view of customers. Organizations can gain insights on customer behavior, past transactions, interactions, and preferences, customer churn, lifetime value and other classifications that can be used to drive next best actions and demand management programs.

Cognitive approach to next –best-actions and demand shaping

Leveraging deep customer profiling insights, Sutherland helps organizations develop and leverage analytics and applied business rules to drive next-best-actions. Next best actions may include specific customer product up-sell and cross-sell recommendations, applied discounts, loyalty point assignments, product returns and exchange options, and many other customized business actions.

Integrated visibility into global supply chain operations

Sutherland incorporates insights from existing supply chain stages of order management, inventory management, logistics and after-market services to provide an integrated view into the fulfillment of customer orders. Continuous monitoring and dashboard views provide both customers and business stakeholders with insights into supply chain order fulfillment status, issues and projected delivery timelines. Appropriate customer communications are initiated to effectively report status and manage expectations. Comparable internal business communications alert the proper stakeholders about changing statuses and issues that need attention.

Facilitated customer communications, and stakeholder alerts and notifications

Insights into supply chain order fulfillment status, issues and projected delivery timelines are appropriately communicated to customers in a timely fashion. Effectively reporting status and managing expectations enhance overall customer experience. Comparable internal business communications alert the proper stakeholders about changing statuses and issues that need attention, thereby improving operational execution.

Integrated supply chain, customer experience and industry expertise

Customer demand management and supply chains vary greatly from one industry to another. Sutherland provides the combined domain and industry expertise to meet the unique requirements of any organization.

On-demand, cloud solutions that leverage legacy system insights

Sutherland solutions do not require rip-n-replace system initiatives. Appropriate third party and existing legacy systems are leveraged to gain necessary insights. Sutherland’s on-demand, cloud based solutions extract critical data to ensure holistic end-to-end customer and supply chain visibility.