CASE STUDY

Procurement Market Intelligence Solutions Helps an Inbound Support Service Provider

Jun 6, 2017

Category Overview

Inbound support involves the process of receiving queries from prospective clients, customers, vendors, or partners regarding product information, order shipping, pricing, or related technical assistance via sources such as website, e-mail, chat, or telephone. Inbound support teams are responsible for addressing all customer queries and enhancing their satisfaction.

Procurement Pain Point

A leading inbound support service provider approached SpendEdge toSE - Support 3 engage in a procurement market intelligence study to evaluate the suppliers’ technology and software integration, assess the proliferation of communication technologies, and determine staffing requirements. This study provided in-depth category spend analysis and helped identify the recent demand-supply shifts and cost-saving opportunities.  The primary objective of this procurement market intelligence study was to offer the client a holistic overview of procurement best practices and supplier market insights to allow them to exert better control over the service providers and manage expenses and service quality better.

To gain an in-depth understanding of the category, our team of procurement market intelligence experts followed a blended research approach comprising of primary and secondary research methodology. Our procurement experts reached out to category experts, procurement managers, and client consultants to understand the short-term and long-term prospects, the growth trajectories, and rapidly shifting trends in the specific category domain.

Procurement Insights Offered and the Outcome

To address the client’s requirements,SE - Support 2 we deployed a team of FTE analysts with expertise in procurement market intelligence and domain expertise to work under a project manager with a significant experience in the specific category. In a span of four weeks, the client was able to gain a clear understanding of the procurement best practices, supplier operational and functional capabilities, and category spend analysis. This procurement market intelligence study assisted the client with supplier market insights, pricing model, and key market insights.

This case study offers comprehensive information on how our procurement market intelligence solutions helped a global client get a better understanding of the procurement best practices. 

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