BOSTON & LONDON & PARIS--(EON: Enhanced Online News)--NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist buy-side Strategic Sourcing Managers in the retail sector in assessing vendor capability in customer management services (CMS) specific to their industry.
“This set of weightings for this CMS need looks about right to me but I want to place more emphasis here.”
The CMS in Retail (BPO) tool is available now to NelsonHall clients, and is also available for a period free-of-charge to buy-side organizations at http://research.nelson-hall.com/.
The tool covers a number of customer management services requirements in the retail sector including organizations seeking to use CMS in support of revenue generation and e-commerce, and for customer service enhancement, as well as those organizations just seeking to use customer management services for seasonal scalability.
Suppliers of customer management services for the retail sector covered by this NelsonHall Vendor Evaluation and Assessment Tool (NEAT) include Aegis, Capita, Serco, Sitel, Sutherland Global Services, Teleperformance, Transcom, transcosmos, Webhelp, Wipro, and Xerox Services.
The NelsonHall Vendor Evaluation and Assessment tool for customer management services in retail is part of NelsonHall’s “speed-to-source” initiative. The NEAT tool sits at the front-end of the vendor screening process and consists of a two-axis model: assessing vendors against their “ability to deliver immediate benefit” to buy-side organisations and their “ability to deliver innovation in support of client-specific requirements”.
The vendors are scored against a wide range of criteria, establishing a number of scenarios, each representing a different business situation or client business need.
To add further value in speeding up the sourcing process .clients are able to input their own weightings and tailor the tool to their requirements. So they might say: “This set of weightings for this CMS need looks about right to me but I want to place more emphasis here.” This enables sourcing managers to use NelsonHall’s CMS in Retail NEAT as an interactive tool via the web and tailor the criteria used to meet their own specific sourcing requirements.
NelsonHall is the leading BPO and IT outsourcing research firm with analysts in the U.S., U.K., and Continental Europe. The company takes a global approach to analysis of vendors and outsourcing markets and is widely respected for the quality and depth of its research.