Supply Chain Management (SCM) BPO State of the Market Report 2020: COVID-19, A Wake-up Call for SCM

9 Oct 2020
by Shirley Hung, Ankur Verma, Bhanushee Malhotra

The global Supply Chain Management (SCM) BPO market reached US$2 billion in 2019, growing at approximately 17% YoY. However, the growth rate is expected to decline to 6-10% YoY during 2020-22 due to the impact of COVID-19 on major buyer segments such as manufacturing, CPG, and retail.

Unprecedented disruptions, including raw material shortages, plant shutdowns, and demand fluctuations, have been observed across industries since the onset of COVID-19. These disruptions have exposed multiple challenges in traditional SCM practices, such as over-reliance on a manual workforce and lack of contingency planning. The crisis is now driving organizations to accelerate their SCM priorities such as risk management, digitalization, and master data management, so that they can mitigate the impact of such disruptions.

This report outlines the factors necessary to successfully manage SCM based on success stories across organizations and service providers. It provides comprehensive coverage across dimensions, such as the pandemic’s impact on global supply chains, shifting industry considerations due to the crisis, key challenges and shortcomings in traditional SCM practices, recommendations for supply chain improvement, success stories from the crisis, SCM BPO market size and adoption, and service provider landscape.


  • SCM processes including make/manufacture, deliver, and after-sales services
  • All geographies and industries
  • We have analyzed the following service providers as part of this report: Accenture, Cognizant, Genpact, TCS, Capgemini, DXC Technology, GEP, HCL, Infosys, OnProcess Technology, Wipro, Axe Bpo, EXL, and Tech Mahindra


In this research, we analyze the SCM market across the following dimensions:

  • Industry-wide impact of the pandemic on SCM
  • Key organizational challenges and shortcomings
  • Recommendations for supply chain improvement
  • SCM BPO market size and adoption
  • SCM BPO service provider landscape


Procurement and Supply Chain

Sourcing and Vendor Management


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