SUTHERLAND GLOBAL SERVICES

Sutherland Global Services is a multinational Technology-Enabled and Business

Process Outsourcing (BPO) company specializing in Integrated BPO solutions across the
front and back office that support the entire lifecycle of our client’s customers.

BACKGROUND OF THE COMPANY

Sutherland Global Services is world’s leading provider of business process

outsourcing (BPO) services since 24 years and operates in multiple delivery centers. It is an
IT enabled and BPO company specializing in customer management and back-office
services. Founded in 1986, Sutherland has domain knowledge, global delivery options, and
follows quality processes. Through the outstanding customer management services it has
played a significant role in helping the clients achieve their goals by improving sales,
marketing and customer support results. The clients can thus focus on their core competence
and improve customer facing operations with the help of expert services, knowledge and
tools. Clients can implement contact center and back-office outsourcing services in their
existing set-up or can give the responsibility to Sutherland to handle for them.
Sutherland has a worldwide client base that include Fortune 1000 and Fortune 500
companies. Some of the clients are AT&T, Xerox, Amazon, HP, Dell, Intuit, and Gateway.
Sutherland’s clients are from various industry verticals including retail, insurance, mortgage,
banking, healthcare, telecommunications, technology, and travel and hospitality.
Sutherland employs more than 21,000 professionals offering RightSourced seamlessly
blended IT outsourcing, outsourcing solutions, offshore outsourcing and business process
services from 21 delivery centers globally. By integrating highly trained outsourcing
professionals with state-of-the-art technology and proven business process outsourcing
methodologies, Sutherland collaborates with clients to help them excel in their industry and
maximize their customer lifetime value.
Sutherland has developed a world-class technology infrastructure and applications to
enable a competitive advantage for the clients’ businesses and their IT outsourcing
requirements. Sutherland’s technology and infrastructure teams have designed and built a
highly scalable and flexible foundation. This allows Sutherland to provide an exceptional
level of performance and seamless integration of enabling technologies independent of the
client’s internal IT capabilities while capitalizing on a client’s industry knowledge.
PRODUCTS PROFILE
Marketing is not about providing products or services it is essentially about providing
changing benefits to the changing needs and demands of the customer. Sutherland provides
various services.
Industries
Over the last two decades, Sutherland has consistently entered new markets and
segments by adapting proven methodology for managing outsourced engagements.
By hiring the best possible individuals from an industry, Sutherland builds a
knowledge base that enables it to understand the uniqueness in a particular industry.
Combining this subject matter domain expertise with the understanding of BPO has brought
the market solutions that look and feel familiar - but deliver better performance and results.
 Retail/eRetail
 Insurance
 Banking and Finance
 Healthcare
 Telecommunications
 Technology
 Travel, Transportation & Logistics
 Government
Services
Sutherland has become a leading name in providing customer care and back office
services to their clients requiring contact centre services and business process outsourcing
services. Various sales and marketing services offered by Sutherland Global Services to its
B2B clients are given as under:
• Lead generation and qualification: Lead generation refers to generation or creation
of potential consumers’ interest in a product or service. The lead generation and
qualification services are very effective in finding and qualifying prospects for
business opportunities and help clients increase sales and revenue at reduced costs.
Sutherland Global Services team of professionals will distribute leads to sales contact
and keep track of the leads as it progresses through the sales cycle.
• Inbound telesales: Sutherland Global Services has specialized professionals to
handle customer calls successfully related to various products and services being
offered by various industries that could be consumer electronics, IT equipment, digital
 cameras, insurance products, credit cards or any other. They provide maintenance
support, give instant response to the various queries, and make product sales.
• Outbound telesales: Sutherland specializes in business to business sales and
marketing. They offer, sell and deliver products and services to customers by
contacting via telephone, e-mail, chat or web. Sutherland produces high quality leads
and sales and maximizes client’s revenue by providing high class outbound services.
• Cross-sales/up-sales: Cross selling and up selling is a significant way to increase
revenues. Sutherland offers effective cross sales and up sales solutions that involve
selling products to customers using customer database, communicating with
customers, and sales consultation to enhance sales volume.
• Service contract renewals: Sutherland Global Services can handle entire warranty
renewal sales process that includes database management, sales consultation,
customer communication, contract fulfillment and reporting, and order processing.
Services consist of back and front office services, which are integrated to provide end-
to-end services involving the management of entire business processes for clients. Services
are custom tailored to each client’s business model and their end customer needs and are
typically provided via multiple delivery centers throughout the world.
• Business Transformation Services
The business transformation group generally provides four distinct services: process
consulting, business solutions design, platform development and global transition. These
service offerings allow to develop a deep understanding of the client’s business before a
solution is implemented, resulting in increased speed of transition and implementation,
improved profitability for clients, improved forecasting ability and the potential to identify
additional areas for business improvement across the client’s entire organization.
• Knowledge Services
Knowledge Services division is a key strategic pillar of Sutherland Global Services and
currently serves over 120 clients across five continents. A senior management team with
more than 200 combined years of financial services experience is closely involved in the
execution and delivery of engagements. In addition, a team of more than 700 highly qualified
and trained analysts delivers research products comparable to Wall Street standards.
Analytical intelligence has become a key competitive differentiator and Sutherland is helping
companies build a comparative edge by harnessing the power of information locked in data
and business processes.
 • Back-Office Management Services
Back office management services help reduce costs and increase operational efficiencies.
They draw substantially on deep industry-based knowledge and support the lifecycle of
client's customers. The following summarizes the back office services that are currently
provided to the clients:
 Finance & Accounting
 Procurement Outsourcing
 Transaction & Payments Processing
 HR Management
• Front Office Management Services
Sutherland Front Office management services focus on the management of clients' customers'
lifecycle and help clients increase revenue, expand margins, improve working capital
management, increase customer satisfaction, reduce churn, and help improve overall
competitive differentiation. The core of Sutherlands 24 year history has been in the Front
Office. Sutherland has recently been recognized as a leading CRM provider by Gartner
Group, Nelson Hall and Frost & Sullivan. The following summarizes the services that is
currently provided to clients:
 Customer Service and Customer Care
 Account Management
 Technical Support
 Pay for Support
• Sutherland@Home
Sutherland@Home is a home based outsourcing solution built on a virtual business model
utilizing a national pool of home-based associates and supported by Sutherland's robust and
advanced technology infrastructure. Every Sutherland@Home engagement benefits from the
cutting-edge technology, comprehensive reporting capabilities, high system availability and
stringent security policies, as well as the advanced staffing and training techniques to deliver
an unmatched customer experience and the kind of results that companies have come to
expect from Sutherland Global Services.
PRICE:
By standardizing on proven and industry leading platforms and development
standards, Sutherland offers an array of rapidly deployable back and front office IT
outsourcing solutions. Sutherland also employs a skilled team of developers focused on
delivering innovative software solutions to optimize many facets of a client’s operation.
Sutherland delivers these effective tools at significantly lower cost and much faster than
would be possible by customizing each application for specialized needs. Cost is based on the
region in which the service is offered.

PLACE:
Sutherland brings a global advantage to every client’s business needs. The company is
providing BPO services for the following countries:
o Mexico
o United States of America
o Canada
o United Kingdom
o Bulgaria
o Egypt
o United Arab Emirates
o India
o Philippines
Sutherland follows Direct Distribution Strategy.

PROMOTION:
BPOs have focused largely on clients' demands for better sales and revenue. Hard
selling is more popular among the clients and they like to see their sales graph shoot up even
in short sales cycles. Social networking and internet advertising plays a major role in
promotional activities. Websites and search engine optimization (SEO) are other ways of
promoting the products/services online in Sutherland Global Services. Relative rankings,
selection process details and company strengths were featured in a special advertising section
produced by IAOP in the May 4, 2009 Fortune 500 issue of FORTUNE magazine.
PEOPLE:
An essential ingredient to any service provision is the use of appropriate staff and
people. Recruiting the right staff and training them appropriately in the delivery of their
service is essential if the organization wants to obtain a form of competitive advantage.
Sutherland recruits the right people for the right job. Bringing together the best people with
the best technology to help the clients build better, more profitable customer relationships
continues to fuel growth at Sutherland Global Services. The company is always looking for
motivated candidates to join the winning team. People involved in the organization for
guiding the clients are,
o Process consulting group
o Top Management
o Project Managers

PHYSICAL EVIDENCE:
Physical Evidence is the element of the service mix which allows the consumer to
make judgments on the organization. The company provides process consulting group for
guiding the clients and customers. The website offers ample information about the company.
Its setup is in a user friendly way. It constantly invests in enhancing the domain expertise
within the existing technology group of over 250+ professionals and builds on the intellectual
property of over 100 products & customized applications to ensure that Sutherland is able to
deliver competitive advantage for the clients.

PROCESS:
Sutherland has a process consulting group to perform the activities for the clients. The
office located in various locations provides information to the clients and customers. The
customers approach the front office personnel initially. The details are noted and then they
are directed to the corresponding staff as per requirements. The customers are treated with
much respect and care.
Apart from this they provide online service such as Sutherland@home. It is a business
process solution that employs a totally virtual business model which utilizes a national pool
of skilled home-based associates and is supported by Sutherland’s robust and advanced
technology infrastructure. Sutherland@Home leverages two decades of Business Process
Outsourcing experience to deliver Customer Life Cycle and Back Office Life Cycle
Management solutions.

SEGMENTATION:
Sutherland segments the customers based on the type of industry and region.
o Based on Region
The company is providing BPO services for the following countries: Mexico, United
States of America, Canada, United Kingdom, Bulgaria, Egypt, United Arab Emirates,
India and Philippines.
o Based on industry
Retail/eRetail, Insurance, Banking and Finance, Healthcare, Telecommunications,
Technology, Travel, Transportation & Logistics and Government are the industrial
segments in which the company concentrates upon.

TARGETING
Sutherland is mapping to extend the services to other target locations such South
America and Australia. Also the company targets the industries such as Procurement
operations.

POSITIONING:
Sutherland has officially been recognized as a regional minority business enterprise in good
standing with the Upstate New York Regional Minority Purchasing Council, Inc. and is
entitled to all privileges of certification. Sutherland Global Services recognizes its corporate
responsibility towards preserving and protecting environmental resources and has
implemented sustainable business practices that continue to have a positive impact on the
environment. Sutherland won the "2008 Global Integrated BPO Services Customer Value
Leadership of the Year Award". Sutherland has been presented with the Outstanding
Employer Award by the Philippine Economic Zone Authority (PEZA) in both 2008 and
2009. This award recognizes Sutherland for providing employees with a vibrant and
rewarding workplace as well as its success in generating new employment opportunities in
the Philippines. Thus the company positions itself in the minds of the customers and
employees.