Digital-First Retail Solutions Driven by Design Thinking
Retailers and direct-to-consumer brands are laser-focused on delighting customers through personalized experiences. Get this right, and you will successfully acquire and retain customers while unlocking increased average order value, customer lifetime value, shopping trip frequency, and customer loyalty. However, as you advance digitally, meeting the omnichannel demands of both your customers and employees can be a challenge.
Sutherland reimagines and transforms your processes to offer next-gen experiences across your retail value chain. We help you:
- Elevate the OmniChannel Customer Journey. Create relevant, consistent, and authentic experiences in the customer’s channel of choice with our comprehensive omnichannel customer experience management solutions.
- Enhance Efficiency Across Your Business. Modernize your data and application ecosystems, streamline processes, and enable digital customer interactions to improve efficiency, reduce costs, and eliminate bottlenecks in the value chain.
- Maximize a Value-Driven Operating Model. Align performance and commercials to your business strategy from a 360° customer view to optimized process management.
- Hyper-Personalize Customer Engagements. Utilize deep data and insights to make every experience unforgettable.
- Retail BPaaS. All encompassing operating models that leverage the power of digital, customer experience, engineering, and domain context to drive e2e process or Process as a Service within the retail value chain.
POWERING ICONIC BRANDS WORLDWIDE
Segments We Serve
Leveraging the powerful synergy of human expertise and AI, we help clients reimagine and transform their processes and create exceptional experiences across retail industry sectors.
Retail
Enhance end-to-end operational processes to reduce costs while increasing customer lifetime value with hyper-personalized omnichannel experiences.
Front Office
- Order Lifecycle Management
- Sales
- Loyalty Program Management
- Returns Mitigation
- Product Recall Handling
- Social Media Management
Back Office
- Order Fulfillment
- Returns Management / Reverse Logistics
- Supplier Management / Integration
- Facilities Management
- Revenue Management
- Warranty Management
- Collections
- Trust and Safety
eCommerce Marketplace Solutions
Drive sales and deliver exceptional experiences with technology-powered services to optimize buyer and seller journeys.
Front Office
- Sales
- Seller Onboarding
- Seller Support and Credit Management
- Buyer Support and Credit Management
- Seller/Buyer Issue Arbitration
Back Office
- Order Fulfillment
- Returns Management / Reverse Logistics
- Content Development and Management Services
- Content Moderation Trust and Safety
Consumer Packaged Goods
Drive valuable results with technology-enabled Direct-to-Consumer (D2C) process solutions.
Front Office
- Consumer Care and Corporate Affairs
- Product Recall Handling and Remuneration
- Packaging and Product Quality Handling
- Product Information Services
- Direct to Consumer eCommerce
Back Office
- Global Alignment for Customer Policy, Process, and Technology Best Practices
- Digital Promotion Support
- Coupon and Offer Management
- Production and Marketing Consumer Issue Alerts
Accelerate Transformation with End-to-End Digital Engineering Solutions
Define
Strategy Blueprint
Revamp business with profound industry and technological expertise.
Design
Reimagined Experiences
Create superior experiences using a multi-lens world view.
Develop
Tailored Solutions
Build disruptive custom tech and data platforms to unlock insights.
Deploy
Market-Leading Tech
Swiftly deploy and harness bespoke technology solutions.
Drive
Innovation at Scale
Manage and optimize enterprise systems and apps at scale.
Testimonials
Recognized by Those in the Know
Placed in ‘Star Performer’ category in its 2023 Peak Matrix Assessment for Finance and Accounting Outsourcing
Placed in the ‘Horizon 2’ category of the HFS Horizons: The Best Enterprise Innovator for Retail and CPG Service providers 2023
Unlocking Digital Performance
Trusted Partner to Global Brands
30+ BPaaS clients across 9 countries. We are trusted transformation partners to iconic brands worldwide.
Industry-Leading Domain Expertise
160M+CX interactions annually. Leverage specialized domain expertise and industry best practices to augment internal capabilities.
Enhanced Customer Experience
Provide seamless customer experience across various channels, tailored product recommendations, and targeted promotions.
Innovation and Competitive Advantage
Implement innovative business models such as subscription services, direct-to-consumer sales, and experiential retail, creating new opportunities and gaining competitive advantage.
Transform and Optimize the Customer Experience Journey With Sutherland’s Retail Intelligence Suite.
Platforms
Powering innovation for your digital transformation journey
A cloud-based omnichannel customer engagement platform that continually analyzes customer data and interactions, utilizing digital assistants to provide intelligent, interactive, and personalized responses.
Sutherland Connect<strong>®</strong>Analyze 100% of customer interactions across all channels and turn them into actionable insights.
Sutherland CX360™From energy management and CO2 emissions reduction to repair and maintenance optimization, gain a complete view of your facilities in one unified platform.
Intelligent Facilities ManagementA cutting-edge, AI-driven language translation solution that matches your brand’s unique context requirements while delivering speed to market.
Sutherland Translate AI<em>®</em>Improve the usability, effectiveness, and intelligence of your knowledge base with our knowledge management platform, powered by robust decision network architecture.
SmartLeap<strong>®</strong> HelptreeDeliver, measure, and optimize a highly personalized customer experience with our AI-powered suite of Consumer Experience Analytics (CXA) solutions.
Analytics and AI
