SOURCE: Aberdeen Group

December 12, 2007 12:50 ET

Strong SLA Management Translates to Measurable Increases in Customer Satisfaction

Maximize the Value of Business Process Outsourcing by Achieving a High Percentage of SLAs to Double Customer Satisfaction Levels

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
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