Aberdeen Group and Astute Solutions Launch Interactive Benchmark Assessment for Multi-Channel Customer Service Delivery


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COLUMBUS, Ohio, October 7, 2010 – Astute Solutions (www.astutesolutions.com) today announced the launch of Aberdeen Group’s new Multi-Channel Customer Service Delivery Interactive Benchmark Assessment. As a key supporter of Aberdeen Group’s 2010 research report, “Multi-Channel Service Delivery: Getting Customers the Service They Want, Where and When They Want It,” Astute Solutions is offering complimentary access to the tool for the next 60 days.

Leveraging the data and insights from its recent research, Aberdeen’s real-time assessment offers a comparative look at respondents’ current practices against those in place at best-in-class, average and laggard organizations. Following a series of questions on business pressures, business actions, business capabilities, technology enablers, and key performance indicators; the benchmarking tool compiles an in-depth, customized scorecard and dynamic chart.

The Multi-Channel Customer Service Delivery Interactive Benchmark Assessment delivers recommendations for improvement and value projections. A predictive analysis provides the foundation for a business case, gauging performance over the next year with and without recommended changes.

“Converging pressures have helped organizations realize the need for a sound multi-channel service model, but creating the business case remains a challenge. We designed our interactive assessment tool to facilitate this process,” said Sumair Dutta, senior research analyst, Aberdeen Group. “By allowing participants to tap into our extensive research, we help them prioritize their actions and investments, and understand their potential impact.”

“Multi-channel service delivery holds the key to strengthening customer relationships, driving new revenues and controlling costs. This is widely known in vendor and service communities, but contended at the executive level,” said Astute Solutions President, Joseph Sanda. “Through its research and assessment tool, Aberdeen Group is helping service organizations understand how they need to convey the business value of the customer experience to drive change.”

For a limited time, Astute Solutions is offering complimentary use of Aberdeen Group’s Multi-Channel Customer Service Delivery Interactive Benchmark Assessment tool. Interested parties can participate by accessing the following link: http://www.astutesolutions.com/astute-aberdeen-assessment.php.

About Astute Solutions
Through its award-winning CRM, contact center and knowledge management solutions; Astute Solutions enables companies to differentiate through customer service excellence. Its user-friendly ePowerCenterTM and RealDialogTM solutions provide the robust capabilities companies need to deliver efficient, high-touch, and high-quality service; while ensuring consistent and accurate responses across all communication channels. Moreover, Astute’s solutions capture actionable “voice of the customer” feedback that leads to improved products, services and operations. By partnering with Astute Solutions, leading companies across a variety of industries achieve exceptional ROI by reducing overall interaction and operational costs, improving agent performance, retaining more customers, delivering market-leading products and services, and increasing revenue. For more information, visit http://www.astutesolutions.com.


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