Advancements in technology and increasing globalization have contributed to the growth of business process outsourcing (BPO). Yet these changes also present a new set of challenges. Increasingly, BPO is about shifting a range of internal activities, such as customer support/care, outbound telesales, IT support, billing and transaction processing, to a specialized, focused and scaled third party — and the move to cloud technology is helping facilitate this trend.
Companies also have questions about the future of outsourcing and how reshoring trends are affecting the broader BPO industry. They are looking for the right growth strategy for their portfolios of services and questioning how best to respond to new outsourcing opportunities.
How we help
L.E.K. helps outsourcing and support services companies develop innovative strategies to expand their addressable markets, increase market share, address new market opportunities and realize the potential of their organizations. We have deep experience with clients across the sector, particularly in BPO and IT services.
We help clients identify new growth opportunities, develop new commercial business models, analyze acquisition opportunities and create winning new propositions. Our experienced sector teams conduct detailed assessments of customer and market dynamics, foster the appropriate commercial and strategic approaches, and support management to achieve revenue growth. Our analysis of market, company and product data helps clients assess unmet needs and sources of value to develop profitable new business models and services.
Examples of our work
Recent L.E.K. engagements in this sector include:
- Reviewing the current market position and service offering for a public provider of outsourcing services and SAP consulting, and developing several strategic options aimed at achieving value-generating growth
- Helping a rapidly growing IT services group with a strong position in support services, network services, solutions and consultancy undertake a recapitalization by providing vendor commercial due diligence support
- Identifying attractive opportunities in health, education and local government services as a “third leg” to the main businesses of a publicly listed housing management company