SOURCE: Aberdeen Group

Aberdeen Group

January 07, 2010 12:02 ET

Dynamic Scheduling: Key Enabler in the Effective Delivery of Exceptional Service

Leading Firms Almost 2x as Likely to Utilize Optimized Scheduling Solutions

BOSTON, MA--(Marketwire - January 7, 2010) - The latest research report published by the Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), titled "Advanced Scheduling Execution: Maximizing the Utilization of Service Resources," found that top performing organizations are turning to dynamic scheduling, dispatch, and mobile solutions to: increase the efficiency of their service organizations, deliver better, faster and more accurate service, and to efficiently contain service-related costs.

"While service delivery mediums such as remote and self service are gathering momentum, 59% of all service issues still require a technician dispatch," said Sumair Dutta, senior research analyst, Aberdeen Group. "As it is for any component of a business that commands 50% or more of the work, service and manufacturing, organizations are looking to improve the command of their field resources so as to maximize utilization while meeting and beating customer needs."

Research findings in the report indicate that top performing companies are nearly two times as likely as all others to employ solutions for dynamic scheduling. These organizations also place significant attention to the processes required to enable the synchronized creation, scheduling, dispatch, and resolution of service tickets to efficiently allocate service tickets and resources to match and exceed ever increasing customer expectations. As such, these firms exhibited the following:

--  80% level of workforce utilization as opposed to a 51% level for all
    others
--  An 86% level of compliance with required response/completion times as
    opposed 62% level of compliance for laggards
--  A 10% decrease in mean time to repair over the last 12 months,
    compared to a 1% reduction for all others.
    

A complimentary copy of this report is made available due in part by the following underwriters: 360 Scheduling and ClickSoftware, Inc. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=6024.

For additional access to complimentary Service Management Research, please visit http://research.aberdeen.com/index.php/-service-management

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) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748.

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