BUSINESS PROCESS OUTSOURCING (BPO)
How to sell Northern Lights’ services to your customers
Contact Centers Industries Served E-COMMERCE AND RETAIL Online and brick-and-mortar retailers often use contact centers for customer support, order tracking and product inquiries.
FINANCIAL SERVICES Banks, credit card companies and other financial institutions use contact centers for account inquiries, transaction support and financial advice
HEALTHCARE Healthcare providers use contact centers for appointment scheduling, patient support, telehealth services and medical billing inquiries.
HOSPITALITY Hotels, resorts and travel agencies use contact centers for reservations, customer inquiries and support for travelers.
INSURANCE Insurance companies require contact centers for policy inquiries, claims processing and customer support.
TELECOMMUNICATIONS Telecom companies rely on contact centers for customer service, technical support and billing assistance.
MARKETING AND SALES Companies that run marketing and sales campaigns often use contact centers for lead generation, telemarketing and customer follow-ups.
LEGAL AND PROFESSIONAL SERVICES Law firms, consulting firms and professional service providers use contact centers for client inquiries and appointments.
TECH SUPPORT AND HELP DESKS Tech companies use contact centers for technical support, product assistance and Tier 1 support.
Key Sales Targets SMALL BUSINESS OWNER
OPERATIONS MANAGER
Small business owners and entrepreneurs
Operations managers in large companies are
to manage non-core functions like customer
BPO and contact center services to streamline
often seek BPO and contact center services support, accounting or data entry. They are
looking for cost-effective solutions that allow them to focus on core business activities.
responsible for optimizing processes. They seek operations, improve efficiency and reduce costs in various departments.
CHIEF FINANCIAL OFFICER (CFO)
CHIEF INFORMATION OFFICER (CIO)
CFOs often explore BPO and contact center
CIOs may seek IT-related BPO and contact
such as accounts payable, receivables and
infrastructure management and software
options for finance and accounting functions financial reporting. They are motivated by cost reduction and improved financial control.
center services such as helpdesk support, IT development. Their focus is on technology efficiency, scalability and security.
CUSTOMER SERVICE DIRECTOR
HUMAN RESOURCES DIRECTOR
Customer service directors are interested
HR departments often explore BPO options for
support operations. They look for partners
benefits administration. Their motivation is to
in BPO solutions for managing customer
who can enhance customer service quality
while managing costs. If they have an internal
tasks like payroll processing, recruitment and improve HR efficiency and compliance.
contact center team, there is often employee turnover and burnout to overcome.
An attrition rate of only 3% over Northern Lights’ 15 years of service means our talent pool is stable and highly experienced.
IT Outsourcing and Staff Augmentation Industries Served E-COMMERCE AND RETAIL Retail companies may utilize IT outsourcing to enhance e-commerce platforms and staff augmentation for digital marketing initiatives.
FINANCIAL SERVICES Financial services firms often rely on staff augmentation for financial system upgrade projects.
HEALTHCARE Healthcare organizations may use staff augmentation for implementing telehealth solutions.
INSURANCE Insurance companies run on mobile applications. Staff augmentation is often leveraged to extend, modify or debug technologies used in the insurance industry.
MANUFACTURING Manufacturing companies often use IT outsourcing for enterprise resource planning (ERP) system implementations and staff augmentation for managing software development projects.
TECHNOLOGY Tech companies seek IT outsourcing help for infrastructure management and may rely on staff augmentation to develop new software products.
TELECOMMUNICATIONS Telecom companies commonly use staff augmentation for network optimization projects.
Key Sales Targets CHIEF DIGITAL OFFICER
CHIEF FINANCIAL OFFICER (CFO)
The CDO helps businesses drive digital
CFOs are motivated by cost reduction and
to advance the company’s digital strategy,
staff augmentation both help to reduce costs
transformation. They may utilize IT outsourcing either by freeing up in-house resources
or by gaining access to emerging digital
improved financial control. IT outsourcing and and provide added financial control.
technologies from an outside provider.
CHIEF INFORMATION OFFICER (CIO)
HUMAN RESOURCES DIRECTOR
CIOs focus on the efficiency, scalability and
HR is responsible for conducting talent searches
gives them the flexibility to temporarily address
fill an interim role at a reduced cost when
security of technology systems. IT outsourcing priorities in any of these three areas at the lowest possible cost.
to fill open roles. IT staff augmentation can
compared to the salary and benefits of a fulltime employee (FTE).
We save Northern Lights customers an average 30%-50% on like-for-like engagements.
Why Outsource to Northern Lights? Key Benefit
Potential Risk
The Northern Lights Differentiator
Lower costs through
Slower turnaround
A dedicated U.S.-based team, including a Scrum Master
economies of scale and reduced labor rates Increased business efficiency
time on projects
and senior-level technologist, always work closely with Northern Lights’ offshore engineers to keep projects moving.
Lack of business
domain knowledge
Working on projects in support of Taylor’s diverse
customer base for 15 years has given Northern Lights
extensive domain knowledge in all of the verticals served by Taylor.
Variable capacity
Language and
Northern Lights has a U.S.-based team that can bridge
Increased focus on strategy
Time zone differences
Northern Lights’ offshore teams can work on schedules
and core competencies Access to more skills or resources
cultural barriers
any cultural or communication gap that may occur.
that are synchronized with the client. The U.S.-based team can help manage this process.
Lack of managerial control
Northern Lights can either function as a seamless
extension of the client’s team or work independently while reporting milestones and updates.
BPO Lingo BACK OFFICE Non-customer-facing functions such as billing, sales processing and inventory management.
FRONT OFFICE Customer-facing roles such as inbound sales calls, customer service and tech-support help desks.
STAFF AUGMENTATION A dynamic talent sourcing strategy used to fill short-term IT roles.
ABOUT NORTHERN LIGHTS Headquartered in North Mankato, Minnesota, Northern Lights has been part of the Taylor Corporation family of
companies for 15 years. We have assembled a highly skilled team of more than 700 software and business process outsourcing (BPO) professionals in China, India and the Philippines. Northern Lights functions as a seamless extension of the client’s team and makes high-quality offshore services simple, affordable and accessible.
Key Benefit
Potential Risk
Accelerated speed to market
The Northern Lights Differentiator Northern Lights often delivers results overnight because our globally dispersed team is effectively working 24/7/365 from the perspective of the U.S.-based client.
Lower ongoing investment
Outsourcing to Northern Lights offsets costs and allows
Access to innovation,
Northern Lights has 15 years of experience working
thought leadership
leadership in our service areas is unsurpassed.
in internal infrastructure
intellectual property and
the client to leverage our tools and infrastructure.
in tandem with Taylor’s business units. The thought
Increased flexibility to meet
Northern Lights can join as part of a team or work
commercial conditions
a full-time employee. We offer the flexibility of working
changing business and
independently. Our services mitigate the high cost of
for your company based on the demand cycle of your business.
Northern Lights’ Top 3 Business Drivers 1
COST SAVINGS
2
SHORTAGE OF QUALIFIED PEOPLE TO DO THE WORK
3
ABILITY TO LEVERAGE NEW TECHNOLOGIES THAT WE PROVIDE
LEARN MORE See a way that Northern Lights might be able to help one of your customers? Let’s talk about it!
nltd.com (800) 555-3865 1725 Roe Crest Drive
North Mankato, MN 56003
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