India's leading newspaper, The Times of India, reports today (above the fold, on the front page of the Times Business section) that relatively small outsourcing providers, such as Mysore-based Indian legal outsourcing ( or legal process outsourcing / LPO / legal KPO ) company SDD Global Solutions, "seem to be giving giants like Hewlett Packard, IBM, Accenture, TCS, Infosys, Wipro, HCL and Cognizant tough competition in terms of offering a greater degree of customer satisfaction."
A comprehensive poll of over 6,547 outsourcing clients worldwide found that smaller vendors are satisfying more clients, and to a much greater degree, in comparison with their big-ticket counterparts. The study carried out by the Black Book of Outsourcing --which was acquired by business research firm Datamonitor Group a year ago -- has represented all outsourcing fields including IT, KPO, LPO and BPO.
Although feedback on the big names, such as IBM and HP, has been generally positive, the companies that have excelled in delighting the customers have been smaller players. For instance, the Philippines-based ITeS firm, American Discovery and Mysore-based legal process outsourcing firm, SDD Global Solutions, have been ranked as the top two outsourcing companies in the world.
So what makes smaller players stand tall?
"Smaller outsourcing providers like SDD Global have been pushing their specialist knowledge and deep client understanding as their unique selling point for some time now, claiming that specialists provide a better service. While all outsourcers talk up their ability to specialise, this survey suggests that SDD Global and other smaller players are best positioned to deliver on that promise,'' said Eamonn Kennedy, who led the research for Datamonitor.
Vidya Devaiah, Managing Director at SDD Global, welcomed the news as follows: "We are grateful that so many of our clients were surveyed, ranging from large and small corporations to law firms, and that they had an opportunity to share their enthusiasm for our work." Indeed, SDD Global, as the only legal process outsouring / LPO company focused on high-end legal outsourcing / legal KPO, has assembled a surprising array of fans. They include, for example, Hollywood mega-celebrity and litigation‐magnet Sacha Baron Cohen. This star of such films as "Borat" and "Bruno," who is soon to play Queen lead singer Freddie Mercury in a major biopic produced by Robert De Niro, issued a public statement on the SDD Global website, saying that "SDD Global Solutions will go down in history as a group of revolutionary lawyers." This was after the high-end legal outsourcing KPO played a crucial role in defeating various lawsuits against 20th Century Fox, HBO, Universal Pictures, Channel 4, Media Rights Capital, and other film and television companies.