Operational Insights Overview Case Study
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Ability to Deliver Rich Operational Insights Operational Insights
Organized along seven key verticals to provide middle and back-office services to our customers viz. Banking & Financial Services, Insurance, Healthcare, Media & Telecommunications, Technology, Retail and Travel gives us a strong operational domain to leverage industry-specific insights into research
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Early Warning Signals / Industry Turning Points – Case Study 1 Analysis of the changing-mix of product ‘support-calls’ can vindicate / give early insights into a product’s acceptability and likely success
TABLET SUPPORT
In mid 2010, on our tablet-support program, there was a noticeable shift in call-volumes, from regular hardware related support calls to “how to use my tablet..” calls i.e. calls on issues such as “how to use tablets for making video calls using Skype” or “how to use my tablet to send emails” etc. This indicated that consumers of tablets were moving away from grappling with the challenges of the product’s hardware to getting more involved and engaged with the product and that gave us an ‘early sign’ of the impending explosion in demand for tablets as these customers turned loyalists
% of Total Call Volumes
45% 40%
Wi-Fi Connection Issues Display Issues Battery Issues Microphone Quality Others "How to"
35%
30
25
20
30% 25%
15
20% 15% 10%
10
5
Smartphone Shipments (Mn)
50%
5% 0%
0
Source for Tablet Data : Cannacord Genuity (Quarterly data has been interpolated to estimate monthly data)
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Early Warning Signals / Industry Turning Points – Case Study 2 Our Global Airline BLM processes provide rich data that help us glean / validate travel trends affecting routes & utilisation, booking-channels, PAX segments etc. AIRLINE REVENUE ACCOUNTING Airline Revenue Accounting - % Change in Transaction Processed for Business Class PAX 80% Hong Kong Singapore London
60%
Stockholm Paris
Tokyo New York
40% Our revenue accounting processes provide rich directional data on segment / route trends. For instance the sharp reversal in accounting for business PAX in H1 2011 was an early precursor of the change in global business travel segment
20%
0% H2 2009
H1 2010
H2 2010
H1 2011
H2 2011
-20%
-40%
-60%
Aggregated data across all airlines handled
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Thank you
Š 2014 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
www.sutherlandglobal.com February 19, 2014
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