SOURCE: Harte-Hanks


October 27, 2009 09:03 ET

Harte-Hanks Client Black & Decker Earns World-Class Service Honor

Black & Decker Named Recipient of 2009 Gartner & 1to1 Media Customer Award for Customer Service Optimization

SAN ANTONIO, TX--(Marketwire - October 27, 2009) - Harte-Hanks, Inc. (NYSE: HHS), a worldwide direct and targeted marketing company, congratulates long-standing client Black & Decker (B&D) for receiving a silver Customer Service Optimization award in the Gartner & 1to1 Media Customer Awards competition at the recent Gartner CRM Summit.

Harte-Hanks has maintained a successful four-year working relationship with Black & Decker and, during that time, has worked with the company to improve its customer support service; upgrade technology and reporting infrastructures; and adhere to stringent Customer Operations Performance Center (COPC) industry standards for customer contact center and vendor management operations. Harte-Hanks has also trained its Black & Decker team in Six Sigma and results-driven project management in order to improve overall customer satisfaction.

"We have made a large financial investment in training people and improving technology," said Kyle Kennedy, group managing director for Harte-Hanks who is responsible for call center management. "The combination of these initiatives has paid off through the improved experience and overall satisfaction that Black & Decker gives its customers. We are pleased to be part of the B&D team and are proud of the company's achievements."

One of the key areas where Harte-Hanks helps B&D is in ramping up to meet seasonality challenges. The months of May through August can be particularly difficult, especially related to servicing customers of Black & Decker's outdoor product line. "Harte-Hanks helps us level off the spike," said Chuck Udzinski, manager, End-User Service North America at Black & Decker. "When call volume ramps up, the Harte-Hanks team ramps up as well to meet the demand. Harte-Hanks maintains an absolute commitment to deliver outstanding service in every aspect of the relationship. Black & Decker employees are stewards of the brand and we expect -- and get -- that same level of dedication from Harte-Hanks employees. They meet that commitment every single day."

About 2009 Gartner & 1to1 Media Customer Awards

The Gartner & 1to1 Media Customer Awards are given to companies that most clearly demonstrate exemplary customer relationship strategy and an unrivaled level of excellence in delivering the customer experience. All winners are featured in the Fall 2009 issue of 1to1 Magazine, in a special issue of 1to1 Weekly, and on both the Gartner Events and 1to1 Media Web sites. For more information, visit

About Black & Decker

Black & Decker is a leading global manufacturer and marketer of power tools and accessories, hardware and home improvement products, and technology-based fastening systems. For more information, visit

About Harte-Hanks®

Harte-Hanks, Inc. is a worldwide, direct and targeted marketing company that provides direct marketing services and shopper advertising opportunities to local, regional, national and international consumer and business-to-business marketers. Visit the Harte-Hanks Web site at or call (800) 456-9748.

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