As sales and fulfilment 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.

1. TRENDS 2014
THE SALES AND FULFILMENT BPO
COLLECTION
BETTER, SMARTER, CHEAPER

2. TRENDS 2014
THE SALES AND FULFILMENT BPO
COLLECTION
As sales and fulfilment 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.

3. TRENDS 2014
THE SALES AND FULFILMENT BPO
COLLECTION
1
2
ON TO THE OUTSOURCING
BANDWAGON
‘HUB AND SPOKE’
WITH A DIFFERENCE
Once considered core,
the inventory optimization
function is slowly but steadily
moving towards outsourcing
Nearshore locations will cater
to high-value processes
while offshore will cater to
transactional processes

4. TRENDS 2014
THE SALES AND FULFILMENT BPO
COLLECTION
3
4
BUNDLED SERVICES
TO RULE THE ROOST
MASTERING PRODUCT
AND MATERIAL DATA
Integrated models with
technology platforms,
application maintenance and
BPO services will be preferred
Enterprises will show keen
interest in centralized
product and material
master data hubs

5. TRENDS 2014
THE SALES AND FULFILMENT BPO
COLLECTION
5
6
CLOUD AND
CONSOLIDATION
WEB IS THE NEW
FACE OF SUPPLY CHAIN
Increasing IT and BPO synergy
will drive cloud-based
platform adoption for
sales and marketing
Increasing the value of
websites to serve varied
vendors and logistics
partners will be a focus area

6. TRENDS 2014
THE SALES AND FULFILMENT BPO
COLLECTION
7
8
EMAIL, CHAT, TWEET
OR FACEBOOK
SERVICE MANAGEMENT
‘ON THE GO’
Improving customer
experience and in turn brand
value using social will
continue to be a priority
Mobility devices and
cloud-based CRM
applications will evolve as
the primary service channel

7. TRENDS 2014
THE SALES AND FULFILMENT BPO
COLLECTION
9
10
ANALYTICS FOR
SMARTER INVENTORY
IT’S ALL ABOUT
THE ‘IMPACT’
Smart analytics will be used
to smarten up sales and
fulfilment operations across
the board
With SLAs being table stakes,
outsourcing contracts will be
based on business results
delivered

8. TRENDS 2014
THE SALES AND FULFILMENT BPO
COLLECTION
FIND OUT MORE
Video
Blog post
Infographic
Tweet chat
WATCH
READ
VIEW
KNOW MORE
#OrdertoCash
InfosysBPO.com/OrdertoCashTrends