BOSTON, MA--(Marketwire - October 8, 2009) - Just published research on enterprise search
from
Aberdeen Group, a Harte-Hanks
Company (
NYSE:
HHS), shows that the organizations making the best use of
enterprise search gain significant benefits. The research report, "
Enterprise Search - Discover the Next
Opportunity for Growth," showed that the top performing 20% of
organizations using search were able to achieve a 6-hour reduction,
year-to-year, in the time individuals spent searching for information, and
a 15% reduction in customer support costs, year-over-year. In comparison,
all other organizations showed only a one hour reduction in the time
individuals spent searching for information and a 3% year-over-year
increase in customer support costs.
"While the productivity and cost savings are impressive, that's not the
whole story. The top 20% of companies in the study also boast a customer
retention rate of 86%, compared to 78% reported by all other companies. In
the long run, that might be more important than any internal productivity
gains -- particularly given the state of the global economy," said David
White, senior research analyst, Aberdeen Group.
The key strategies identified to gain more value from enterprise search
include integrating structured and unstructured data, including a rich set
of content -- such as audio and images -- in the search scope, and ensuring
that search relevance and performance is continuously monitored.
To obtain a complimentary copy of the report, visit
http://www.aberdeen.com/link/sponsor.asp?cid=6098.
Visit
Research.Aberdeen.com for
additional access to complimentary
Business Intelligence research.
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) 854-5200, or to
learn more about
Harte-Hanks,
call (800) 456-9748.
© 2009 Aberdeen Group, Inc., a Harte-Hanks Company
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897
www.aberdeen.com
Contact Information: Media Contact:
David White
Aberdeen Harte-Hanks
(617) 854-5384
David.White@aberdeen.com