-- 33% increase in customer retention -- 21% increase in service profitabilityThe report authors recommend that service organizations looking to use service as a competitive differentiator and financial driver consider the following strategies:
-- Develop a real-time schedule and routing optimization framework, move away from batch updates. -- Reward technicians for performance improvements to enable "buy" in. -- Leverage location-based intelligence in route optimization solutions. -- Inform technicians of failure codes and possible resolution scenarios to technician dispatch. -- Leverage analytics and planning tools to provision service resources and forecast service demand.More than 175 companies participated in this quantitative study, including ABB, Atlas Copco, Canon Australia, Orange, Siemens, Sun Microsystems, Telstra Corporation, Thermo Fisher, and Xerox. Underwriters of the "Service on Time: All the Time Benchmark Report" are: ClickSoftware, Servigistics, Oracle-SPL, Ventyx and Astea International. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=3978 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: Sumair Dutta Aberdeen Harte-Hanks (617) 854-5298 sumair.dutta@aberdeen.com