SOURCE: ServiceSource


November 08, 2011 09:00 ET

ServiceSource and Affymetrix Improve Customer Satisfaction and Instrument Uptime in North America

Long-Term Partnership Leads to Enhanced Business Analytics, Improved Customer Productivity and Increased Customer Satisfaction

SAN FRANCISCO, CA--(Marketwire - Nov 8, 2011) - ServiceSource® (NASDAQ: SREV), the global leader of service revenue management, today announced that its partnership with Affymetrix®, Inc., a pioneer of microarray technology used in groundbreaking genetic discoveries, has resulted in improved customer satisfaction.

Affymetrix began its partnership with ServiceSource nearly three years ago to augment its focus on customer satisfaction in North America. Facing a growing demand for its products and an expanding installed base of existing customers, Affymetrix looked to ServiceSource to provide adaptable, highly proficient customer-branded renewal teams, focused analytics and forecasting technology. In addition, Affymetrix sought to enhance its service product portfolio by employing ServiceSource's expertise, best practices and its track record of more than a decade of benchmarks. The partnership began with ServiceSource integrating members of the Affymetrix organization into a dedicated service sales team.

"Integrating the ServiceSource sales team with the Affymetrix service team has been tremendously beneficial because ServiceSource performs as part of our organization," said Glenn Mercer, vice president worldwide services, Affymetrix. "ServiceSource took the time to thoroughly understand our service products, our customers' needs and our goals and objectives. The insights we've gained since establishing our partnership with ServiceSource have been invaluable in creating stronger relationships with our customers. The partnership allows us to freely share best practices and create services that meet our customers' needs and improve their productivity. Having ServiceSource focus on our North America renewals allows our service team to focus on what we do best: providing world-class customer support."

Since implementing ServiceSource's business analytic solutions, Affymetrix has achieved several important goals:

  • Improved customer satisfaction with service and support products;
  • Improved service product portfolio, which has increased customer productivity and uptime;
  • Enhanced business intelligence;
  • Created a dedicated, expanded, highly trained services sales team by integrating ServiceSource into the Affymetrix organization.

"It is rewarding to see the impact a long-term relationship can have on both of our organizations," said Mike Smerklo, chief executive officer, ServiceSource. "Working with Affymetrix in North America allows us to showcase how our services are expanding well beyond the high-tech sector and impacting other important markets. Our primary goal is to provide business value through analytics and best practices, and we look forward to bringing greater insight and collaboration to Affymetrix and continuing to drive customer satisfaction improvements."

Today, Affymetrix continues to use ServiceSource to manage its renewal business, providing an ongoing, in-depth analysis of business intelligence. The ServiceSource data management solutions and cloud-powered applications have given Affymetrix documented, measurable results.

ServiceSource continues to demonstrate its industry leadership with over 100 customer engagements, nearly two billion service renewal transactions and over $6 billion in service revenue managed annually.

About ServiceSource
ServiceSource is the global leader in service revenue management, partnering with technology-based companies to optimize maintenance, support and subscription revenue streams, while also improving customer relationships and loyalty. ServiceSource helps customers increase service revenue contract renewal rates, on average, by over 15 percentage points and, in some cases, over 40 percentage points. ServiceSource delivers these results via a cloud-based solution, combining its Service Revenue Performance Suite™ of applications with dedicated service sales teams, leveraging a proprietary Service Revenue Intelligence Platform™ of transaction data, benchmarks and best practices. ServiceSource offers its service revenue management solution on a unique pay-for-performance business model that enables a success-driven, shared-risk partnership. The Company is headquartered in San Francisco, and manages service revenue performance for customers across the globe in more than 35 languages.

ServiceSource and any ServiceSource product or service names or logos above are trademarks of ServiceSource International, Inc. All other trademarks used herein belong to their respective owners.

For more information on ServiceSource, visit To connect with ServiceSource, visit us on Twitter, Facebook, LinkedIn and YouTube.

Forward-Looking Statements
This press release contains forward-looking statements, including statements regarding our ability to improve customer satisfaction and the renewal rates and revenue results of our customers and their channel partners, and the overall benefits of our cloud applications such as our Channel Sales Portal. These forward-looking statements are based on the Company's current assumptions and beliefs, and involve risks and uncertainties that could cause our results to differ materially from those expressed or implied in our forward-looking statements. Those risks and uncertainties include, without limitation, changes in market conditions that impact our ability to generate service revenue on our customers' behalf; errors in estimates as to the renewal rate improvements and/or service revenue we can generate for our customers; risks associated with material defects or errors in the Company's software or the effect of data security breaches; our ability to adapt our solution to changes in the market or new competition; our ability to protect our intellectual property rights; general political, economic and market conditions and events; and other risks and uncertainties described more fully in our periodic reports and registration statements filed with the Securities and Exchange Commission, which and can be obtained online at the Commission's website at All forward-looking statements in this press release are based on information currently available to us, and we assume no obligation to update these forward-looking statements.

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