Business Process Outsourcing Brochure

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

© 2024 Northern Lights Technology Development #4727