by Industry

Manufacturing

Forging the Warranty Chain, May 2008
This Aberdeen report finds that while a number of service and warranty management executives are still struggling with customer service issues and escalating warranty costs, best-in-class companies are leveraging warranty analytics technology to reduce warranty claims processing time and reducing warranty claims costs as a percentage of annual revenues to improve customer satisfaction.

"Underpinnings of Service Excellence: Synchronizing Resource Capacity with Service Demand," August 2007
This benchmark study shows that forward-thinking companies have taken strategic actions to achieve service excellence by accurately forecasting service demand and effectively planning and provisioning service resources to meet that demand. Such strategic initiatives have yielded 22% increase in first-time fix rate, 18% higher SLA compliance rate, 27% improvement in workforce utilization, and 14% lower overtime costs.