Toll-Free: 800-388-4557 x 2799 | E-mail: sales@sutherlandglobal.com | www.sutherlandglobal.com

TECHNOLOGY Industry Overview Brief

Increase Customer Retention andBrand Loyalty Rates up to 20%

Technology companies today (inclusiveof hardware, software, peripherals, and devices) are investing signifi cantresources to develop the people,technology, infrastructure, andmanagement processes to supportan increasingly demanding customer base. Sutherland understands the complete ecosystem and thechallenges this industry is facing: Asproducts are commoditized, spend-per-customer is reduced, customer support costs increase, and the needfor continuous product innovations grows, profi t margins are shrinking.

The technology industry has beenparticularly affected by the current economic downturn, and reductionsin customer spending has placedsignifi cant pressures on technologycompanies to reduce costs, drivetop-line revenue, and improveoperational performance. What’smore, most technology organizationsare evaluating how to enhance customer interaction models in order to create an emotional bond with customers, building brand loyalty and increasing customers’ lifetime value.

Gain measurable cost reductions, provide customer care revenue generating solutions, and increase brand loyalty with Sutherland’s Technology Industry solutions.

Sutherland understands that measurable cost reductions, revenue growth, customer retention/acquisition, and increased brand loyalty are critical to success. Our proven solutions – backed by 24 years of experience in the technology industry – has helped our clients stabilize their position in the marketplace by:

• Reducing back offi ce process costs by as much as 20% byleveraging cost-effective geographies.

• Providing scalability and fl exibility through an integratedglobal delivery model built with standardized advancedtechnology platforms.

• Increasing CSAT levels: A 1% increase can drive as much as 9%top-line revenue growth, according to 2008 averages amongTop 100 online retailers.

• Understanding your customers and predicting their behavior: Improving their experience and satisfaction increases customer retention and brand loyalty rates by as much as 20%retention and brand loyalty rates by as much as 20%.

Measurable PerformanceDelivered Globally

About Sutherland Global Services

As a global Business Process Outsourcing (BPO) and Technology EnabledServices Company, we offer an integrated set of back-offi ce and customerfacing front-offi ce services. We collaborate with our clients to help themexcel in their industry while maximizing their customers’ lifetime value.

Sutherland is Certifi ed as a Minority Business Enterprise by NMSDC®.

Business Transformation Services • Knowledge Services • Business Process Outsourcing • Technology Enabled Services

Bulgaria • Canada • Colombia • Egypt • India • Mexico • Philippines • United Arab Emirates • United Kingdom • United States

© 2012 Sutherland Global Services Inc. IOB-Tech052112

Optimizing Processes Across Your Organization

Toll-Free: 800-388-4557 x 2799 | E-mail: sales@sutherlandglobal.com | www.sutherlandglobal.com

Sutherland’s Business Process Outsourced (BPO) solutions for thetechnology industry signifi cantlylower the risks and costs associated with a variety of customer support processes, while creating innovativeapproaches to optimize revenueand customer satisfaction.

Our combination of technology,people, and proven processes helpsour clients meet customer demands.Customers have come to expectaccurate, responsive, and personalizedcustomer support around the clock.They require this level of supportacross every technology product,platform, and application. They areseeking quick and easy resolution toquestions and technical problems.Sutherland’s outsourcing solutions touch every aspect of our clients’end-user customer experience.

By outsourcing customer interaction and back offi ce support to Sutherland,many Fortune 500 technology companies today have experienced tangible business impacts, including:

• 24/7 global support for newand existing products

• Phone, live chat, or e-mailqueries managed in real time

• Seasonal or cyclical customer support solutions implemented

• Increased customer satisfaction levels

• Infrastructures enhanced withoutcapital expense investments

• Service and product domainexpertise added without hiringand training headcount

• High quality service to tech-savvycustomers as well as novices

• Revenue generating, customer funded out-of-scope call support

Our service offerings span the entirecustomer lifecycle, including:

• Demand generation and customer inquiry services (B2B & B2C)

• Account management services

• Revenue capturing processes

• Order management

• Post-sale technical support services

• Billing and collections processes

• Relationship management services

Sutherland Provides Integrated BPO solution for World’s Largest Global Software company

• Initial Business Challenges:

• Support for major worldwideproduct release

• Integration of multi-site, multi-geography, multi-medium technologies supporting launch

• Continuing support for cost reductions and customer satisfaction

Sutherland Solution:

• End-to-end, multi-tier tech support model

• Leverages process improvement and COPC standards

• 2,300 certifi ed associates support voice, e-mail, and chat

Results:

• Support costs reduced by 10%

• 50% faster issue resolution

• Sutherland’s associates ranked #1 in customer satisfaction

Reduce Costs and Increase CSAT Levels to Maximize Customer Lifetime Value