Frost & Sullivan Gives Top Honors to Sutherland for Delivering a Distinctly Superior Customer Experience in Technical Support

Sutherland's innovative platform delivers real-time results in terms of value to both the client and the clients' customers

Jul 15, 2013, 06:45 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., July 15, 2013 /PRNewswire/ -- Based on its recent analysis of the customer care and technical support outsourcing market, Frost & Sullivan recognizes Sutherland Global Services with the 2013 North American Frost & Sullivan Award for Customer Value Enhancement. Sutherland's novel SmartLeap™ platform-based client solution offers multi-channel customer care and tech support solutions through telephone, e-mail, chat or Web self-service. This platform visibly improves customer satisfaction and revenue generation.

"Sutherland leveraged two decades of experience in customer lifecycle management to develop SmartLeap™, a distinctive platform that helps clients manage customer care and technical support processes," said Frost & Sullivan Principal Analyst Michael DeSalles. "SmartLeap™ offers a superlative customer experience by providing a one-stop solution, improving issue resolution through proprietary tools and automation, as well as enhancing device usage through proactive problem resolution."

SmartLeap™ solutions find application in a wide range of devices, including personal computers, tablets, smart phones and TVs, Internet Protocol TV, cable, broadband, game consoles, streaming video playback devices, printers, set-top boxes, and other digital products. It offers an end-to-end suite of automated self-support tools which, coupled with an integrated knowledge database, allow consumers to call, chat with, or e-mail a technical advisor for instant help.

SmartLeap™ delivers improved sales conversions with a "click-to-talk" feature on a client portal that can directly connect a consumer with a Sutherland agent. It also enables Sutherland's proprietary customer relationship management (CRM) software, which tracks and monitors interaction drivers and customer history. Sutherland's SmartLeap™ CRM dashboard uniquely provides agents with a single view of the customer interaction across multiple channels of support.

SmartLeap™ components deflect call volumes and use automated non-voice channels to reduce operating expenses. It also provides custom-crafted premium support solutions for large enterprises. Furthermore, it implements best-of-breed, multi-channel technologies and processes, and is based on a balanced risk-reward model that aligns with specific client objectives.

Sutherland's "blended-shore" delivery model delivers cost-effective and customized services, generating sustained business value for activities that include pre-sales support, post-sales account coverage, shipping/delivery inquiries, warranty entitlement, and insurance claims handling.

"SmartLeap™ fills a critical need in today's demanding technical support outsourcing market," noted DeSalles. "In this increasingly complex and convergent environment, clients seek true partnerships with service providers that can accelerate growth by multiplying sales conversions, reduce costs and enhance their brand value. These strategies not only aid customer retention through superior response and resolution, but also increase the level of client engagement and revenue per user."

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company's inordinate focus on enhancing the value that its customers receive, beyond simply good customer service. This leads to improved customer retention and, ultimately, client base expansion.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

About Sutherland Global Services                                                         

Sutherland Global Services is a global Business Process Outsourcing (BPO) and technology management services company. The firm offers an integrated set of back-office and customer-facing front-office services that support the entire customer lifecycle. The company combines advanced analytics and deep domain expertise with state-of-the-art technology and proven business methodologies. Frost & Sullivan's research reveals that Sutherland collaborates with clients to help them excel in their respective industries.

Incorporated in 1986 in Rochester, New York, Sutherland currently employs more than 30,000 professionals. The company offers RightSourcing™ blended business process services from more than 40+ delivery centers in Brazil, Bulgaria, Canada, China, Colombia, Egypt, India, Jamaica, Malaysia, Mexico, the Philippines, the United Arab Emirates, the United Kingdom, and the United States.

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SOURCE Frost & Sullivan