SOURCE: Aberdeen Group

Aberdeen Group

January 12, 2011 11:00 ET

The Real-Time Service Enterprise: Service Performance Led by Enhanced Remote Connectivity

Leading Companies Increase Connectivity in the Field and Throughout the Organization to Drive Operational and Financial Performance

BOSTON, MA--(Marketwire - January 12, 2011) - The latest research report published by the Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), titled The Real-Time Service Enterprise: Leveraging Remote Connectivity to Drive Service Performance, found that leading service organizations are beginning to look at connectivity with assets and resources to provide better overall customer service and support improved asset management in order to drive customer satisfaction, reduce costs, and boost revenue opportunities. The research highlighted that while top performing organizations tend to be further down the path of connecting to their resources and assets, they really differentiate themselves in the use of information collected from connected assets and resources. As a result, these top performing organizations were able to exhibit:

* An 89% current level of serviceable asset uptime compared to 74% for all other companies
* An 80% level of workforce utilization compared to 55% for all other companies
* A 21% increase in service revenues over the last 12 months as compared to a 6% increase for all other companies

"There is a discernable difference in the way top performing service organizations use information captured from their serviceable assets, people, parts and vehicles to drive field service performance," said Sumair Dutta, Senior Research Analyst, Aberdeen Group. "While ascertaining the location of vehicles is a key concern, leading organizations are much more likely to use real-time location data to enhance safety, improve resource utilization and minimize downtime."

The Real-Time Service Enterprise report also highlights how leading organizations are 63% and 67% more likely to use remote service and fleet management solutions respectively, and utilizing the information from these solutions to centralize service resource oversight.

A complimentary copy of this report is made available due in part by the following underwriters: NextNine and Directions Magazine. To obtain a complimentary copy of the report, visit:, or compare your organization against the top performers with Aberdeen's free online assessment tool at

Visit for additional access to complimentary Service Management Research.

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) 854-5200, or to learn more about Harte-Hanks, call (800) 456-9748.

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