REDMOND, Wash., Sept. 24, 2014 /PRNewswire/
-- Sutherland Global Services, an acknowledged leader
in business process and technology management services,
continuously focuses on operational innovations and transformations
to maintain its leadership position in Customer Experience
Management. A major area of this focus is the digital
transformation of key internal operations and processes, aimed at
further enhancing the company's track record of service excellence
and consistent delivery of measurable results that impact their
business.
Sutherland provides business-critical technology and
analytics-enabled services to Fortune 1000 clients, which require
secure and scalable platforms to enable Sutherland's more than
30,000 employees across 40 operational facilities around the globe
to deliver best-in-class services for efficiency and customer
experience. To move the customer experience and quality of
interactions to the next level, Sutherland evaluated several CRM
platforms, ultimately selecting Microsoft Dynamics CRM Online based
on its flexibility, customization capabilities and ease of use. The
platform also provides Sutherland consultants with a seamless
transition path because of their familiarity with other Microsoft
business solutions, such as .NET, SharePoint Online 2013, SQL
Server and Microsoft Lync. Sutherland recently and very
successfully launched the first phase of the Dynamics
deployment.
"The Business Process Outsourcing (BPO) industry and our Fortune
1000 clients are facing radical changes in market dynamics. These
changes combined with technology advancements, such as cloud,
social, mobility and big data, call for a paradigm shift. We have
to fundamentally rethink how industry-specific transactions will be
processed in the future and, more important, how information can be
used to identify patterns that provide actionable insights for
business managers," said Deepak
Batheja, CTO of Sutherland. "To best serve our clients, we
need a best-of-class technology platform, fully optimized with lean
business processes, that is flexible enough to enable continuous
innovation. Microsoft Dynamics perfectly augments our 200-plus
Technology Products and Intellectual Properties and forms the
foundation of our world-class Customer Interaction Platform."
To develop the solution, Sutherland partnered with Microsoft
Consulting Services and configured the Dynamics platform to fit the
nuances of the company's multivertical BPO environment.
Sutherland's implementation was seamless, with no disruption to the
high level of performance and reliability that is its hallmark. The
enhanced multitenant capabilities have improved front office
consultants' efficiency by 20 percent and back office processing by
22 percent, resulting in a direct bottom-line benefit to the
company.
"A positive customer experience relies on technology that can
deliver flexibility and timeliness combined with service
excellence. As a pre-eminent provider of business process
outsourcing services, Sutherland understands this and is investing
in a solution that allows its consultants to really know and
understand the customer," said Dennis
Michalis, general manager, Microsoft Dynamics. "With unified
agent desktops and real-time service analytics from a single screen
across teams and office locations, Microsoft Dynamics CRM Online
enables Sutherland employees to have access to the relevant
information that empowers them to provide their clients' customers
with a consistently exceptional experience across the globe."
With the rapid adoption of Dynamics CRM Online across the
organization, Sutherland is looking at the next level of innovation
and leveraging Microsoft products. "Our external environment is
changing as young consumers prefer to communicate through social
channels, so we will be leveraging Microsoft Dynamics Social
Listening to understand our clients' customers. Our vision is to
have our internal collaboration platform seamlessly integrated with
the external channels to better serve our customers," Batheja
said.
Those wanting to learn more about the benefits of integrated CRM
solutions can engage with the Dynamics CRM Online community at
http://www.twitter.com/msdynamicscrm, #MSDYNCRM.
About Sutherland
Established in 1986, Sutherland Global Services is a global
provider of business process and technology management services
offering an integrated portfolio of analytics-driven back-office
and customer facing solutions that support the entire customer
lifecycle. It is one of the largest, independent BPO companies in
the world serving global leaders in major industry verticals.
Headquartered in Rochester, N.Y.,
Sutherland employs over 30,000 professionals and has locations
across the United States,
Brazil, Philippines, Malaysia, China, India,
UAE, Egypt, Bulgaria, UK, Canada, Mexico, Colombia, and Jamaica. For more information,
visit www.sutherlandglobal.com.
About Microsoft Dynamics
At the heart of every successful business are the people who
make things happen. Microsoft Dynamics designs modern business
solutions that empower individuals with intuitive tools that allow
them to do their best work. Our proactive, easy-to-use business
applications adapt to the way people and systems work, enabling
businesses to rapidly deploy and be forward-looking in an
ever-changing world.
About Microsoft
Founded in 1975, Microsoft (Nasdaq "MSFT") is the worldwide
leader in software, services, devices and solutions that help
people and businesses realize their full potential.
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SOURCE Microsoft Corp.