TRENDS 2014THE SALES AND FULFILMENT BPO

COLLECTION

BETTER, SMARTER, CHEAPER

As sales and ful�lment evolves, the underlying theme is to become better, smarter, cheaper. And so, changes

in processes like inventory optimization, data management, sales, marketing and service

management will become evident in the coming year.

TRENDS 2014THE SALES AND FULFILMENT BPO

COLLECTION

2

‘HUB AND SPOKE’WITH A DIFFERENCE

Nearshore locations will cater to high-value processes

while o�shore will cater to transactional processes

1

ON TO THE OUTSOURCINGBANDWAGON

Once considered core, the inventory optimization

function is slowly but steadily moving towards outsourcing

TRENDS 2014THE SALES AND FULFILMENT BPO

COLLECTION

4

MASTERING PRODUCTAND MATERIAL DATA

Enterprises will show keen interest in centralized product and material

master data hubs

3

BUNDLED SERVICESTO RULE THE ROOST

Integrated models with technology platforms,

application maintenance and BPO services will be preferred

TRENDS 2014THE SALES AND FULFILMENT BPO

COLLECTION

5

CLOUD ANDCONSOLIDATION

Increasing IT and BPO synergy will drive cloud-based platform adoption for sales and marketing

6

WEB IS THE NEW FACE OF SUPPLY CHAIN

Increasing the value of websites to serve varied

vendors and logistics partners will be a focus area

TRENDS 2014THE SALES AND FULFILMENT BPO

COLLECTION

7

EMAIL, CHAT, TWEETOR FACEBOOK

Improving customer experience and in turn brand

value using social will continue to be a priority

8

SERVICE MANAGEMENT‘ON THE GO’

Mobility devices and cloud-based CRM

applications will evolve as the primary service channel

TRENDS 2014THE SALES AND FULFILMENT BPO

COLLECTION

10

IT’S ALL ABOUTTHE ‘IMPACT’

With SLAs being table stakes, outsourcing contracts will be

based on business results delivered

9

ANALYTICS FORSMARTER INVENTORY

Smart analytics will be used to smarten up sales and

ful�lment operations across the board

TRENDS 2014THE SALES AND FULFILMENT BPO

COLLECTION

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TRENDS 2014THE SALES AND FULFILMENT BPO

COLLECTION