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FOR IMMEDIATE RELEASE
Service Strategies and ServiceXRG Find Customer Satisfaction is the Leading Driver of eServices Programs
New research discovers that cost reduction is still an important factor in implementing an e-services program, but falls behind customer satisfaction and competitive pressure
Wellesley MA, and San Diego, CA – March 21, 2006 – Service Excellence Research Group, LLC (ServiceXRG), a leading industry resource for support and service industry professionals, and Service Strategies, the provider of the industry-standard Support Center Practices (SCP) Certification program, announce the release of their new research report, “The State of eService.” Based on data collected from 91 leading technology providers, the report outlines accomplishments, milestones, and next steps for vendors in their e-Services strategy. Among the significant data discovered is the fact that vendors rank cost reduction lower than customer satisfaction and industry competitiveness as the most important factors in defining a world-class eService program.
“The potential returns from strategic investments in eServices are numerous,” says Greg Coleman, vice president of certification programs, Service Strategies. “This report shows how companies are reducing costs, increasing geographic coverage, and boosting collaboration within their user communities.”
“Many vendors approach their eServices programs as a way to reduce costly phone support, but this research clearly shows that an effective strategy can significantly boost customer satisfaction,” says Tom Sweeny, Principal, ServiceXRG. “This report provides technology vendors with the best practices, performance metrics, and industry-wide standards they need to boost their e-Services effectiveness.”
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.
About Service Strategies
Headquartered in San Diego, CA, Service Strategies advances service excellence by providing industry-standard certification and career development programs that ensure delivery of consistent, high-quality service and support. Service Strategies applies a proven benchmark process to its certification programs that measures and drives effectiveness for continuous service improvement. In addition, the company’s tailored training programs enhance the careers of service professionals throughout the industry and lead to increased organizational effectiveness. For more information, visit www.servicestrategies.com.
Contacts:
Thomas Sweeny
Service Excellence Research Group, LLC
978.448.3166
tsweeny@servicexrg.com
Michael Holbrook
Service Strategies Corp.
800.552.3058
mholbrook@servicestrategies.com
Alison Harris
Harris Media Services
207.829.4500
alison@harrismediaservices.com
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