Best-in-Class Organizations Have "Very Satisfied" Customers 2X More Frequently Than All Others Surveyed
BOSTON, MA -- (MARKET WIRE) -- April 19, 2007 --In the newly released benchmark report "Improving
Customer Satisfaction through Unified Communications," Aberdeen Group, a
Harte-Hanks Company (NYSE: HHS), found that Best-in-Class organizations are
four times more likely to be "very satisfied" with productivity of their
workforce compared to all the others.
The report analyzed organizations' use of Unified Communications, including
IP telephony and Unified Messaging to better understand how Best-in-Class
organizations leveraged the technology to improve their workforce's
productivity and increase employee and customer satisfaction. Almost 200
organizations worldwide contributed their experiences to the study in order
to be heard.
The Best-in-Class organizations represent the top 20% of the responding
organizations and are defined on the basis of Process, Organization,
Knowledge and Technology. "Best-in-Class organizations are deploying
Unified Communications more deeply and broadly than all others and are
reaping the rewards from those efforts," said Philippe Winthrop, Research
Director for Wireless and Mobility research. "They are achieving higher
workforce productivity than all other organizations."
The report shows a strong correlation between the deployment of Unified
Communications applications and workforce productivity. As nearly four
times more Best-in-Class organizations have implemented IP telephony and
unified messaging solution than the industry average, they are able to
translate those implementations into improved customer satisfaction levels.
As part of that performance increase, Best-in-Class organizations are also
three times more likely as all other organizations to measure customer
satisfaction in real-time, showing that these organizations look to
continuously improve the benefits and value of their Unified Communications
deployments. "More than 80% of these organizations have in fact seen
increases in the ROI of their implementations over the last two years,"
said Winthrop.
The report, underwritten by Siemens and Microsoft, provides readers with
findings on how best-in-class organizations are exploiting Unified
Communications technologies compared to others, and recommends clear
actions to take. Technology adoption, employee productivity and customer
satisfaction, as well as other key performance indicators are reviewed. A
complimentary download of the report is available at:
http://www.aberdeen.com/link/sponsor.asp?cid=3937
About Aberdeen Group, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market
intelligence that delivers demonstrable results. Having benchmarked more
than 30,000 companies in the past two years, Aberdeen is uniquely
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 http://www.aberdeen.com or call (617) 723-7890, or to learn more
about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.
Contact Information: Media Contact:
Philippe Winthrop
Aberdeen Harte-Hanks
(617) 854-5231
Philippe.Winthrop@aberdeen.com