NelsonHall Launches “Speed-to-Source” Vendor Evaluation Tool for Retail
BOSTON & LONDON & PARIS -- October 22, 2013
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.
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
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
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
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.
John Willmott, +44-(0)780-361-1899
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