SOURCE: Aberdeen, a Harte-Hanks Company

January 09, 2008 10:00 ET

Location-Enabled Tools Help Service Firms Slash Response Times by 24%

Location Intelligence Maps to Outperformance in Key Service Metrics

BOSTON, MA--(Marketwire - January 9, 2008) - Aberdeen, a Harte-Hanks Company (NYSE: HHS) announced today that according to recent research, leading service and manufacturing firms are looking to boost their service performance, as measured via faster service response and improved serviceable asset uptime, by leveraging the enhanced intelligence from location-enabling tools and devices. Results from this research can be found in Aberdeen's latest benchmark report titled "The Impact of Location on Field Service."

Aberdeen's survey investigating the pressures increasing the focus on enhanced location data found that for the 330 survey respondents reporting, service response levels across various industries still have significant room for improvement. Inadequate visibility into service and customer asset location for optimized scheduling and resource allocation is directly attributable for these firms reporting an inadequate 65% success rate in actually meeting pre-stated service response times.

"In the management of vital service resources such as people, vehicles and parts, the enhanced visibiltiy provided by location-enabled tracking has allowed firms to experience significant benefits related not only to improved workforce productivty and efficiency but also in substantial cost savings," said Sumair Dutta, Research Analyst at the Aberdeen Group. "For example, optimized routing and scheduling enabled with location-specific data from GPS-enabled devices has allowed service firms to shave nearly 15% of fuel and overtime costs since the adoption of technology. The 15% reduction in each of these metrics amounts to a near half million dollars in savings, on average."

The report also finds that leading service firms are not only using location data to monitor their service technicians, but also to improve planning initiatives and to reposition their service resources. Leading firms are also more than two times as likely as all others to use location-specific service data to make service outsourcing decisions, so as to better match customer needs in remote areas.

As such these firms are:

--  Outperforming their peers by 43% in terms of current workforce
--  Nearly two times as successful as all others in meeting service
    response windows
--  Twice as successful in improving serviceable asset uptime and service
    margins over the last two years.

Respondents to Aberdeen's survey include Honeywell, Thermo Fisher Scientific, HP, Dell, Sears, Telstra, Xerox and Bombardier Aerospace.

Underwriters of the Impact of Location on Field Service Benchmark are Navtrak, Inc., TeleNav, ClickSoftware and ESRI.

To obtain a complimentary copy of the report, please visit:

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 or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to

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