BOSTON, MA--(Marketwire - December 12, 2007) - In the newly released benchmark report, "Strong
SLA Management Causes Increased Customer Satisfaction," Aberdeen Group, a
Harte-Hanks Company (
NYSE:
HHS), found that Best-in-Class organizations
achieve 92% of their Service Level Agreement (SLA) goals.
The report analyzed organizations planning, deployment, use, and management
of Business Process Outsourcing (BPO) to analyze and highlight the numerous
ingredients necessary for a successful outsourcing relationship. As part of
their BPO strategy, Best-in-Class organizations utilized a variety of
top-down procedures, customized policies, and analysis tools to derive the
optimal benefits from outsourcing. In fact, Best-in-Class organizations
incorporated clear SLAs into their BPO projects 47% more often than Laggard
organizations which allowed them to meet 56% more of their SLA goals. The
direct correlation between SLAs and customer satisfaction allowed
Best-in-Class organizations to enjoy triple the increase in customer
satisfaction that Laggard organizations achieved.
"The use of percentage of SLA goals achieved and customer satisfaction as
KPIs is based on their inherent connectivity," explains Ralph Rodriguez,
Senior Vice President of Research and head of the Technology Markets Group.
"The relationship between achieving a high level of SLAs and realizing
increased levels of customer satisfaction is essentially one of
interdependence. Given that an organization's SLAs are clearly articulated
and holistic in nature, customer satisfaction levels will rise as the
percentage of those SLAs achieved increases."
The report educates end users on how Best-in-Class organizations are
developing, implementing, and managing their BPO strategies as compared to
others, and recommends clear actions to improve customer satisfaction
through achievement of SLA goals as well as improvements in an
organization's policies and procedures. Organizational and performance
management, procedural guidelines, and analysis and optimization tools, as
well as other key performance indicators are reviewed. A complimentary copy
of this report is made available due in part by the following underwriters:
NIIT and Softtek. To obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=4445.
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.
© 2007 Aberdeen Group, Inc., a Harte-Hanks Company
260 Franklin Street
Boston, Massachusetts 02110-3112
Telephone: (617) 723-7890
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
Ralph Rodriguez
Aberdeen Harte-Hanks
(617) 854-5332
Ralph.rodriguez@aberdeen.com