SOURCE: Aberdeen Group

Aberdeen Group

February 16, 2010 11:40 ET

Aberdeen Group Launches New Service Management Assessment Tool With Single Source Systems, Inc.

New Assessment Tool Offers Personalized Recommendations for Improved Service Performance

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:

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

© 2010 Aberdeen Group, Inc., a Harte-Hanks Company
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Telephone: (617) 854-5200
Fax: (617) 723-7897