Your benefits as a Service Buyer
You have to be a client in order to access the in-depth material on this site and be supported by expert advice and opinion from NelsonHall analysts and advisors.
However, once you subscribe to NelsonHall's programs, you receive the benefit of our unrivalled domain expertise, evidence-based primary research, and accessible analysts in order to:
- Unravel the complexities of the BPO market
- Develop sourcing strategies based in industry reality
- Support business case development
- Develop robust vendor shortlists.
For further details on how NelsonHall can assist your organization in maximizing its BPO sourcing success, please contact one of our relationship managers.
Unravel BPO market complexity
When developing BPO sourcing strategies and engagements, it is necessary to get beyond the market hype and develop an accurate understanding of the underlying industry reality.
This is particularly true for BPO, which remains an immature and fragmented market.
NelsonHall can help you to:
- Choose the right processes for outsourcing
Apply BPO to the right processes and sub-processes for your organization. Some BPO services are relatively mature and risk-free; others are less-established and intrinsically higher risk. Our analysts can help to identify which are which - Assess the optimum sourcing scope
The boundaries of BPO within a process are constantly changing. Our analysts can help you to identify which parts of a process will benefit from outsourcing and which should stay in-house. And why! - Select BPO delivery mechanisms
The BPO market is currently littered with fashions and supply-side positioning statements promoting, or deriding, the benefits of labor arbitrage, continuous process improvement, process transformation, technology transfer, and utility-style delivery. And to make matters worse the reality differs considerably from process to process. So while transformation is most appropriate for some processes, an emphasis on continuous improvement is much more effective elsewhere. NelsonHall can help you through this maze to identify which delivery approach is applicable to which process or sub-process - Analyze the benefits and risks
We can help you quantify the benefits your peers have achieved from BPO and identify the potential risks
Develop pragmatic sourcing strategies
Not only does BPO consist of a wide range of services but each service typically has its own success criteria. And knowing which rules apply to which service is critical to sourcing succcess. Getting this wrong can lead to an expensive short-term technology failure or a long-term failure to stay competitive. And the rules change by process as the industry drives down its learning curve.
Accordingly it is critical when you develop your organization's sourcing strategy to understand how BPO is currently applied to each process under consideration and, equally importantly, to understand how BPO delivery strategies are likely to change over the lifetime of your contract.
Whether you are evaluating multiple processes across the organization or just a single process, NelsonHall can help you identify whether outsourcing is right for you and, if so, what is the best approach and which vendors are applicable to your requirements.
We can support you in assessing:
- The pattern of business process outsourcing within your industry. Who has outsourced, what did they outsource, and why?
- The level of benefit being achieved from outsourcing process by process
- The mechanisms for achieving benefit from BPO
- The risk factors to avoid
- When and where offshoring is appropriate
- The optimum delivery approach
- The role of technology
- Potential developments in the above during the life of your contract.
Support for business case development
NelsonHall has experienced consultants who can assist you in business case development.
This can help your organization move rapidly beyond strategic sourcing planning and quantify the viability of outsourcing individual processes and sub-proceses.
The advantages of involving NelsonHall in your business cases development include:
- Access to established expertise
Use of experienced consultants with prior experience of business case development for BPO - Objectivity
NelsonHall has no vested interest in the outcome of your decision. We want your organization to make the correct decision for you, whether you decide to outsource or not - Use of evidence-based parameters
We can help you assess for example which parts of a process should be outsourced and which retained in-house, which parts of an outsource should be offshored and which remain onshore, what levels of cost saving are achievable and when, and who has the capability they claim.
Improve your BPO vendor selection
Vendor selection is your decision not ours. However, NelsonHall can help provide the information you need for enhanced shortlist development.
It is important when developing vendor shortlists to have the depth of evidence required to support decisions of this type. In this way you can get beyond a repeat invitation to the usual suspects regardless of capability and select your shortlist based on an in-depth analysis of indivividual vendors relative to the particular process under consideration.
In particular, NelsonHall can contribute to vendor selection through:
- The breadth of our vendor knowledge
Our analysts track over 300 vendors and we maintain detailed assessments for the leading vendors active in each process area - The depth of our vendor knowledge
We produce in-depth vendor assessments covering the reality of each vendor's offerings, customer base, delivery capability. - The currency of our information
We constantly monitor over 300 vendors to identify the impact of new contracts, new capability announcements, mergers and acquisitions, and financial results - Our objectivity
Our vendor assessments are intended to provide you with the information you need to make the decision, not make the decision for you. Accordingly we steer clear of glowing endorsements and present you with the detailed evidence instead. - The domain expertise of our analysts
Our analysts and advisors have deep BPO experience and can help you identify the critical success factors for each process area and accordingly the key characteristics that you shoulld seek in a supplier for a particular process area.
