Gartner Research

Key Considerations for Outsourcing Supply Chain Customer Order Management to BPO Providers

Published: 11 July 2017

ID: G00317182

Analyst(s): Beth Coppinger , TJ Singh


Evolving digital business models and cost reduction requirements are driving supply chain leaders responsible for customer service to consider outsourcing options. This research outlines the key considerations for outsourcing customer service and the order management process to BPO providers.

Table Of Contents
  • Key Challenges



  • Establish the Right Balance Between the Use of Internal Resources and External BPO Providers
  • Validate the Benefits You Expect to Get From Your BPO
    • Expand Benefits to Include Customer Experience
  • Evaluate the BPO and Define Operating Processes and Performance-Based Metrics Across the Two Organizations

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