FrontRange Joins Forces with Aberdeen Group to Demonstrate the Benefits of Multi-Channel Customer Service

Leading firms almost two times as likely to leverage knowledge management and self-service solutions


Leading firms almost two times as likely to leverage knowledge management and self-service solutions

Pleasanton | Tuesday, December 01, 2009 — FrontRange Solutions, the developer of FrontRange Customer Service solution for mid-sized and distributed enterprises, and Aberdeen Group, a Harte-Hanks Company (NYSE:HHS) have published a new research document entitled Delivering Customer Service via the Contact Center and the Web: The Customer’s First Line of Attack. The research undertaken by Aberdeen Group found that top performing organizations are looking to turn to multiple service delivery channels to meet the reach of their customers.

While the majority of service requests are still dealt with in the contact center, leading organizations are expanding their portfolio of delivery streams such as those enabled through the web, email, social-media and self-service. The increased interest in multiple channels is aimed at fending off productivity, cost, and customer expectation management-related pressures.

“Respondents to a recent survey indicate that nearly 52% of their service requests originate in non-contact center-based channels, down from 55% in 2008,” said Sumair Dutta, senior research analyst, Aberdeen Group. “This indicates a critical need among service organizations to ensure consistency, efficacy and validity of available service data across all channels where customers may be searching for answers.”

Research findings in the report indicate that top performing companies are nearly two times as likely as all others to employ solutions for customer management, contact center management, and self-service enablement. As such, these firms exhibited the following:

  • 75% First-Call Resolution Rates as opposed to 60% for all others
  • A 4.3/5 level of customer satisfaction as opposed to a 3.8/5 level for all others
  • A 21% decrease in support costs over the last year, compared to a 2% reduction for all others.

The report also found that leading service organizations are considerably more likely to leverage knowledge management solutions to adequately route service requests to appropriate channels, to reduce resolution times, and to bypass unnecessary secondary visits. In addition, leading firms are more likely than all others to place a significant focus on training their contact center agents on the effective use of available information while educating customers on the availability of non-contact center-based service delivery channels.

Kevin J. Smith, Vice President of Products at FrontRange Solutions commented: “Customers expect the same high levels of service, no matter how the choose to interact with their preferred vendors. As such, the organizations with the technology to support these multiple channels in a consistent manner are those winning the battle to recruit and retain customers.”

A complimentary copy of this report is made available due in part to FrontRange Solutions. To obtain a complimentary copy of the report, visit:

For additional access to Aberdeen’s complimentary Service Management Research, please visit

About Aberdeen Group, a Harte-Hanks Company
Aberdeen provides fact-based research and market intelligence that delivers demonstrable results. Having queried more than 30,000 companies in the past two years, Aberdeen is 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 or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748.

About FrontRange
FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. FrontRange manages millions of service interactions a day for more than 15,000 leading organizations around the world. FrontRange enables customers to deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, Calif. and can be found at


Media Contact for FrontRange Solutions:

Sabrina Hengehold
FrontRange Solutions
(925) 398-1368