-- Service profitability by 17%
-- Customer retention rates by an average of 29%
-- Service Level Agreement (SLA) performance by 33%
Best-in-Class organizations are showing greater improvements, with service
profitability up 18%, customer retention increase of 42%, and a 44%
improvement in SLA compliance.
"Top organizations have realized the value of having accurate, readily
available information to drive service decisions," said Micky Long,
Research Director at Aberdeen Group. "By leveraging technology and applying
the right business processes and workflows, organizations are making
better, more informed decisions, providing better analysis of service
performance and giving service executives the tools to perform rigorous
business analysis. The result is reduced costs, better customer retention
and higher service profitability."
Other service organization Best-in-Class characteristics include:
-- 80% have enterprise-wide balanced scorecard initiatives in place
-- 71% have a vice president or higher executive overseeing service
functions
-- 40% have established enterprise-wide standards and process to ensure
data accuracy
Long recommends that service organizations consider the following
strategies to drive efficiency and decision support within their service
organization:
-- Implement technology and process to ensure data accuracy within the
service operation.
-- Provide service organization with total visibility into parts,
workforce and knowledge across the enterprise.
-- Implement technology to enable "what-if" simulations.
-- Focus attention on longer-term customer-facing metrics like
retention as well as profit.
Over 250 companies participated in this quantitative study, including: ABB,
Circuit City, Honeywell, KLA-Tencor, Kodak, NCR, Rockwell Automation,
Trane, and Siemens.
A complimentary copy of this report is made available due in part by the
following underwriters: I.B.I.S., Inc., ServiceBench, Inc., and Tavant
Technologies, Inc. To obtain a complimentary copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=4189.
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Contact Information: Media Contact: Zack Westenhoefer Aberdeen Harte-Hanks (617) 854-5354 Zachary.westenhoefer@aberdeen.com