Industries

Technology Industry Overview

Despite the recent economic and financial difficulties, there has been a surge of technological advancement. Because of this, the technology industry (producers of software, hardware, peripherals, and devices) has invested significantly in resources to develop the people, infrastructure, and management processes necessary to support an increasingly demanding customer base.

Technology companies are exploring partnerships with Business Process Outsourcing (BPO) companies, and Sutherland Global is a BPO service provider who deploys an end-to-end approach called our integrated BPO. This model seamlessly merges strategic front and back office business functions to reduce costs, enhance the customer experience, and ultimately improve technology companies' bottom line.

With our 25+ years of providing BPO services, we've garnered a detailed understanding of the technology ecosystem and the challenges related to commoditized products. Our platform-based service offerings are able and ready to provide your business with measurable improvement.

Sutherland's BPO services for the technology industry include:

Technical Support

Multi-Channel Technical Support Services

  • Program design, launch, and project management
  • Multi-channel support (phone, email, chat, portal/web, remote assist)
  • Service span: PC's/laptops/servers/routers/devices, etc.- L1 to L3 troubleshooting/resolution
  • Services sales and payment acceptance/processing
  • Complete technology infrastructure (IVR, CRM, KB, chat engine, remote assist tools, support Automation toolkit, client micro-site, testing/ simulations lab, etc.)
  • Marketing support and campaign management, reporting and analytics
  • Service pricing options: Per incident, per minute, subscription, revenue share

Customer Service

Multi-Channel Customer Experience Management Services

  • Inbound multi-channel customer service, order taking, order status, query resolution, inbound sales - up-sell/cross-sell, campaign response handling
  • Outbound channels for customer surveys, confirmation/pre-origination/welcome/reminder call/ contacts

Analytics

Predictive and Business Optimization Analytics

  • Business intelligence
  • Data aggregation and mining
  • Fraud detection and prevention
  • Customer behavior analysis

Back Office

Integrated BPO-Enabling Back Office Services

  • Procure to Pay: Procurement, 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 accounting, intercompany accounting, tax planning accounting, treasury management

Pay-4 Support

Revenue-generating Out of Scope Support [See SmartLeap™ – The Game Changer]

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

The Sutherland Advantage

  • Reduce the cost of back office processes by as much as 20% by leveraging cost effective geographies
  • Increase customer satisfaction levels (a 1% increase can drive as much as 9% top line revenue growth)
  • Understanding your customers and predicting their behavior to improve their experience can increase customer retention by as much as 20%