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The current economic downturn has resulted in significant pressures for retailers to reduce costs, drive top-line revenue, and improve their operational performance. In addition, most retail organizations are evaluating how to enhance their customer interaction models in order to create an emotional bond with their customers.

“Know your customer” has been a retail industry mantra for the past several decades. Retailers have made tremendous investments to increase profitability, reduce cost, and increase competitiveness. In spite of these significant investments, customer loyalty remains elusive.

Many studies show a high correlation between customer experience and loyalty. Sutherland helps Retail organizations measure and understand the “voice of the customer” to design and manage unique outsourced solutions that maximize that relationship and deliver measurable results that you can manage to. Our focus on the bottom line drives increased revenues and reduced cost.

Sutherland's services for the Retail & Internet industry include:

Facility Support Services

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 & 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)

Customer Service

Multi Channel Customer Experience Management Services

  • Sales Support
  • Account Management
  • Coupon/Gift Card Management
  • Returns and Refund Management
  • Complaint Management

Retail Analytics

Services For Maximizing Customer Lifetime Value

  • Customer profiling and Target Marketing
  • Merchandizing scheme assessment
  • Loyalty program analytics
  • Multi Channel Customer Experience Optimization

Market Expansion

Services Enabling New Market/Product Line Entry

  • Market Research & Competitor Analysis
  • Pricing Strategy support
  • Multilingual Customer Service Support

Reputation Management

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

Pay-4-Support

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

Finance & Accounting

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

We deliver customer management services and back office solutions to some of the best known names in the retail industry. Our depth and breadth of service offerings, from customer management, to critical back office process, allows us to provide a unique offering to our customers known as Integrated BPO. We are truly a Solutions Integration company in the Retail industry, not just a point solution provider, aligning customer contact outsourcing and off shoring with research and analytics, process improvement and back office processing together to the targeted priorities of our clients.

  • History of partnerships with global retailers – including four of the top five largest retailers in the industry.
  • Integrated solution includes customer care, sales, internal help desk support, and back office functions
  • Perfect solution for seasonal demand fluctuation