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Aberdeen Group Launches New Service Management Assessment Tool With Single Source Systems, Inc.
New Assessment Tool Offers Personalized Recommendations for Improved Service Performance
| Source: Aberdeen Group
BOSTON, MA--(Marketwire - February 16, 2010) - Aberdeen, a Harte-Hanks Company (NYSE : HHS ),
announced today the availability of its latest interactive assessment
tools. The new Service
Management Assessment Tool, sponsored by Single Source Systems, Inc.,
is designed to help end-user organizations manage their service operations
as a strategic line of business and profit center, and to offer
personalized recommendations for improving service performance.
Aberdeen's online assessment tools leverage the findings from Aberdeen's benchmark research methodology,
which evaluates the business pressures, strategic actions, current
capabilities, and current use of enabling technologies that together
describe an organization's approach to a specific business process. Based
on selected performance metrics, Aberdeen produces a standard competitive
framework such that all companies participating in the benchmark study fall
into one of three maturity classes: Best-in-Class (top 20%), Industry
Average (middle 50%) or Laggards (bottom 30%).
With the Service Management Assessment Tool, each individual respondent
answers multiple questions, and is then provided with a personalized
assessment that aligns their organization's performance with either the
Best-in-Class, Industry Average, or Laggards based on Aberdeen's prior
benchmark research. The Assessment then offers "Recommended Actions" they
should take to improve service operation performance along key performance
criteria. Recent Aberdeen Research suggests the primary Key Performance
Indicators that Best-In-Class Service Organizations should be watchful of
include Workforce Productivity, Service Profitability, Asset Uptime and
Customer Satisfaction.
Tony Petrucciani, CEO, Single
Source, had this to say about the collaboration between Single Source
and Aberdeen to produce this innovative service management tool, "As our
company celebrates its 25th Anniversary this year, we have joined forces
with Aberdeen to promote the availability of the Service Management
Assessment Tool that will assist the service industry realize the
opportunities existing in their service business." Single Source has
several champion customer users including Komax USA who was awarded the
prestigious Process Excellence Award at Aberdeen's Chief Service Officer's
Summit in 2009.
Sumair Dutta, Senior Service Management Research Analyst at Aberdeen, produced the research that
enables the Service Management Assessment Tool, and he had this to say
about the program, "Single Source Systems is a recognized thought leader in
the service space and Aberdeen is pleased to leverage our market leading
research in service management to support this new tool, which provides the
end-user community with a personalized and easy-to-use option to gain
insights into best practices and Best-in-Class performance."
For complimentary access to the Service Management Assessment Tool, please
visit: http://assessment.aberdeen.com/rd/singlesource.aspx
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) 854-5200, or to
learn more about Harte-Hanks,
call (800) 456-9748.
About Single Source Systems, Inc.
For companies that manufacture, sell, install or service technical or
industrial products, Single Source is the solution partner of choice. In
addition to developing and supporting service management software for over
600 customers worldwide, Single Source focuses on the total success of
their customers -- making their businesses easier to manage internally and
externally by making it easier for their customers, dealers and suppliers
to do business with them. Since
1985, the Company has developed, marketed and supported a powerful line of
business software applications including integrated service management
systems, ERP extensions, web portals, mobile workforce applications,
interface connectivity products and custom developed solutions. Single
Source, a Microsoft Gold Certified Independent Software Vendor (ISV), is a
two-time winner of the prestigious Inc. 500 fastest growing, privately-held
companies in America. For more information about Single Source, visit
www.singlesrc.com.