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FOR IMMEDIATE RELEASE
ServiceXRG Finds Offshore Support Strategies Shifting From Cost Control Towards Support of Emerging Markets
88.6% of companies have the majority of their offshore technical support operations in India.
Wellesley MA, September 1, 2006 – Service Excellence Research Group, LLC (ServiceXRG), the leading industry resource for support and service industry professionals, announces that it has released a new market perspective, “Offshore Trends”. This report examines the transformation of offshore strategies within the high technology industry.
“What started as a strategy to invest in low cost technical resources has formed a solid foundation for developing full fledge expertise centers capable of core product lifecycle activities including R&D, sales, marketing and services.” says Tom Sweeny, Principal, ServiceXRG. “This evolution allows companies to build the capabilities to service these potentially vibrant markets.”
Leading hardware and software providers are making aggressive moves in offshore support. This perspective reviews the state of offshore support today and highlights the need for support strategies to evolve to enable the growth of emerging markets, in particular India and China.
About ServiceXRG
ServiceXRG specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations. ServiceXRG’s research provides a balanced perspective of the IT services industry with views from users, service professionals and suppliers to the IT services industry.
ServiceXRG combines years of real-world service industry expertise with a unique ability to collect, analyze and present high quality industry data. ServiceXRG provides custom benchmarking, competitive analysis, customer satisfaction assessment, and a series of reports on industry trends and best practices. For more information, visit www.servicexrg.com.
Contacts:
Thomas Sweeny
Service Excellence Research Group, LLC
978.448.3166
tsweeny@servicexrg.com
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