-- service profitability by 12%
-- customer satisfaction rates by an average of 24%
-- first call fix rates by 23%
Best-in-Class organizations are showing greater improvements, with service
profitability up 30%, customer satisfaction increases of 28%, and a 37%
improvement in first call resolution rates.
"Top organizations have realized the significant benefits gained by a
smooth-running service supply chain," said Micky Long, Research Director at
Aberdeen Group. "By leveraging partnerships and technology, and applying
the right business processes and workflows, organizations are ensuring
delivery of critical service parts to the point of service, efficiently
managing part and product returns, and improving warranty management. The
result is reduced costs, better customer satisfaction and higher service
profitability."
Other service supply chain Best-in-Class characteristics include:
-- 63% have a vice president or higher executive overseeing service and
repair
-- 62% regularly track all service supply chain financial and operational
indicators
-- 59% offer service staff real-time visibility into parts availability
Long recommends that service organizations consider the following
strategies to better position themselves as to meet customer service needs:
-- Link support systems to provide complete data flow across entire
service operation
-- Implement real-time analytic tools to aid rapid decision making and
analyze the impact of decisions across the entire supply chain
-- Leverage outsourced partnerships in parts logistics, repair, and other
supply chain areas
-- Create a closed-loop system to provide product design teams with
product repair and warranty information
Over 160 companies participated in this quantitative study, including:
Bombardier, Coca Cola, EMC, Heidelberg, Northrop Grumman, Nikon Precision,
Panasonic and Toshiba.
A complimentary copy of this report is made available due in part by the
following underwriters: ATC, Caterpillar, ExpressPoint, and Click Commerce.
To obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=4315.
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Contact Information: Media Contact: Sumair Dutta Aberdeen Harte-Hanks (617) 854-5298 sumair.dutta@aberdeen.com