Retail Industry Solutions

Retail Industry Services Overview

The current economic downturn has resulted in significant pressures for retailers to reduce costs and increase revenue while improving customer experience and loyalty. Business Process Transformation solutions can help relieve these pressures.

Many studies prove a high correlation between customer experience and loyalty, and most retail organizations continually evaluate how to enhance their customer interaction models in order to create an emotional bond. However, after making tremendous investments to increase profitability, reduce cost, and increase competitiveness - customer loyalty can remain elusive.

Sutherland helps retailers understand the "voice of the customer," then manage outsourced solutions designed to deliver measureable results including maximizing the customer relationship.

Our current clients, including leading retail companies, benefit from our integrated BPO model, which seamlessly merges front and back office business functions. Our unique approach has allowed us to manage our customers' needs end-to-end, aligning customer care outsourcing with research, analytics, process improvement, and back-office processing to ultimately improve their bottom line and reduce costs.

Sutherland's BPO services for the retail industry include:

Services to Ensure Operational Continuity and Maximization of IT Spend

IT Help Desk
  • Desktops, laptops, servers, printer, peripherals, smartphones, PDA's, PAD's
  • OS/Applications/e-mail troubleshooting
  • Internet/remote user access set-up, etc.
  • Trouble ticket monitoring and management
Stores Support
  • POS, kiosk hardware, software, relocation, change
  • Back office hardware/software
  • Telecommunications, connectivity, network monitoring
  • Off-hours store polling and batch processing
  • Store server, kiosk and router connectivity monitoring
  • Monitoring of automated alerts for down system
  • Proactive troubleshooting (outbound)

Multi Channel Customer Experience Management Services

  • Sales support
  • Account management
  • Coupon/gift card management
  • Returns and refund management
  • Complaint management

Services For Maximizing Customer Lifetime Value

  • Customer profiling and target marketing
  • Merchandizing scheme assessment
  • Loyalty program analytics
  • Multi-channel customer experience optimization

Services Enabling New Market/Product Line Entry

  • Market research
  • Competitor analysis
  • Pricing strategy support
  • Multilingual Customer Service Support

Services For Brand Awareness and Continuity

  • Moderation of text and graphical content across publicly available internet forums and libraries as well as corporate intranets
  • Essential for compliance with legislation, copyright and trademark laws
  • Social media tracking and proactive response process

Services For Maximizing Support Opportunities and Revenue Generation

  • Additional line of revenue through offering of Out of Scope (OOS) support services for digital devices
  • Enhances customer connect and repeat purchase potential

Financial Services

  • Procure to Pay: Accounts payable, p-card, T&E management, reconciliations
  • Order to Cash: Credit management, order & billing management, cash applications, collections, reconciliations, disputes & deductions
  • Record to Report: GL accounting, month/quarter close, financial reconciliations fixed asset/ intercompany tax planning accounting/ reporting & analysis

The Sutherland Advantage

  • A history of partnerships with global retailers, including four of the top five largest retailers in the industry
  • Integrated retail transformation solutions including customer care, sales, internal help desk support, and back office functions
  • An ideal answer for seasonal demand fluctuation
Retailing in a Connected World

Retailing in a Connected World

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Preparing for the Holidays: 6 Retailer Benefits to Outsourcing Customer Service

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Reinventing Outsourcing: The Promise of Robotic Process Automation

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Leading North American Fashion Brand Partners with Sutherland

Leading North American Fashion Brand Partners with Sutherland

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Deepening the Customer Relationship with Social Media

Deepening the Customer Relationship with Social Media

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Improve the customer experience with our integrated, multi-channel system

Improve the customer experience with our integrated, multi-channel system

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Reduce costs, increase control and improve transparency with Sutherland Back-Office Services

Reduce costs, increase control and improve transparency with Sutherland Back-Office Services

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Social Media Silver Bullet or Retail Experience Challenge

Social Media Silver Bullet or Retail Experience Challenge

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