Front Office Management Services

Sutherland Front Office management services focus on the management of our clients' customers' lifecycle and help our clients increase revenue, expand margins, improve working capital management, increase customer satisfaction, reduce churn, and help improve overall competitive differentiation. The core of Sutherlands 20+ 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 we currently provide to our clients:

Customer Service and Customer Care

Twenty plus years of experience has enabled Sutherland to assemble all the elements required to deliver high quality customer care efficiently and effectively. Using our industry leading technology platform, Sutherland builds and offers multi-channel customer care solutions via telephone, email, chat or web self-service to provide solutions that focus on improved customer satisfaction and revenue retention. Sutherland uses a blended shore delivery model that allows clients to leverage delivery centers across strategic global locations in a virtual queue environment.

Account Management

Sutherland's Account Management services focus on the acquisition and retention of clients' prospective and existing customer bases. Solutions include forecasting processes and pipeline management that create a seamless extension of clients' sales organizations and increased sales with measurable return on investments. Sutherland helps companies increase sales productivity and marketing ROI, while lowering customer acquisition costs by offering unique set of demand generation services.

Technical Support

Sutherland's approach to technical support is unique: become the expert and extend that knowledge across our programs in innovative ways. Sutherland has built a PC Ecosystem support model that facilitates deep knowledge at all staffing levels and an ability to deliver results in the true spirit of partnership. Together, our approach and the results, has produced significant benefits to our clients.

Pay for Support

Sutherland Global Services' Pay for Support Solution is a proven fee-based support delivery model for several Fortune 500 technology companies. We leverage that expertise to develop customized pay for support programs that respond to customers' how-to questions, 3rd party questions, out-of-scope and/or post-warranty inquiries for a fee.

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 our 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.