BOSTON, MA--(Marketwire - May 6, 2009) - Service organizations of all types (i.e.,
Manufacturers/OEMs and Independent Service Organizations/ISOs) continue to
feel the pressures of an increasing drive toward national or global
expansion coupled with the mandate for improving service profitability in a
complex and volatile global economy. Field service labor and related costs
continue to increase, and customers are continually raising their demands
for faster, better service. However, based on the findings from a new
report, "
Service Delivery Optimization: Managing
Outsourced Service Partners to Drive Customer Satisfaction and
Profitability," published by the
Aberdeen Group, a Harte-Hanks Company
(
NYSE:
HHS), leading service organizations are able to achieve a 90%
customer satisfaction rate, and a two-year growth rate of 21% in service
profitability by managing their overall service chain more effectively
through
service delivery optimization.
Aberdeen's survey of over 110 companies revealed that top service
organizations who manage an effective mix of in-house and outsourced
service functions are able to attain the highest levels of service
performance, revenue and profit, including 89% customer retention, and a
two-year growth in total service revenue of 26%. Further, these companies
are 50% more likely than Industry Average firms to have the capabilities to
expand or enhance their existing service and support offerings through the
development and execution of these strategic channel partnerships (55% vs.
36%, respectively).
"Our research shows that 100% of top firms presently outsource, or plan to
outsource, at least some portion of their overall service operations,
ranging from field service labor/management (54%), to depot repair/refurb
(42%), logistics network management (34%), and service parts
planning/management (29%). This represents a significant advantage for
leading firms to generate higher levels of revenue in an expanded
geographic market by leveraging the resources and technology tools of their
service channel partners," said Bill Pollock, Vice President - Principal
Analyst at Aberdeen. "Top firms also get off to a good start in managing
channel performance by formalizing the channel partner selection process at
the beginning of the cycle, and utilizing real-time data to support
management in tracking performance and making key decisions."
A complimentary copy of this report is made available due in part by the
following underwriters: ExpressPoint and ServicePower. To obtain a
complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=5853.
For additional access to complimentary
Service
Management Research, please visit
http://research.aberdeen.com/index.php/-service-management.
About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers
demonstrable results. Having queried more than 30,000 companies in the
past two years, Aberdeen is positioned to educate users to action: driving
market awareness, creating demand, enabling sales, and delivering
meaningful return-on-investment analysis. As the trusted advisor to the
global technology markets, corporations turn to Aberdeen™ for insights that
drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen or call (617) 723-7890, or to
learn more about
Harte-Hanks,
call (800) 456-9748.
© 2009 Aberdeen Group, Inc., a Harte-Hanks Company
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
Kimberly Madden
Research Analyst
Aberdeen Harte-Hanks
Kimberly.madden@aberdeen.com
William Pollock
VP & Principal Analyst
Aberdeen Harte-Hanks
Bill.pollock@aberdeen.com
(617) 854-5211