ACCO Brands' Document Finishing Group Wins AberdeenGroup's Achievement Award for Performance Excellence
Vertical Solutions, Inc.'s PowerHelp Software enables Document Finishing Group to win Service Chain Excellence award
Cincinnati, OH — November 13, 2007 — Vertical Solutions, Inc. (VSI), a leading developer of Customer Experience Management software, announces that its customer, ACCO Brands Corporation Document Finishing Group, received an Aberdeen Achievement Award for Service Chain Excellence at AberdeenGroup's Chief Service Officer Summit. The annual Summit is hosted by AberdeenGroup, a Harte-Hanks company, to outline best-in-class service chain practices and deliver actionable recommendations for service chain leaders worldwide to take back to their organizations for heightened post-sales service.
Tim Spencer, VP, Global Services for ACCO Brands, which includes the GBC brand, received the Performance Excellence Award from AberdeenGroup. This award recognized a company that understood the performance impact of value-chain activities, and that demonstrated proven excellence in financial, operational, and customer-centric activities.
GBC replaced its pager and phone-based technician support system with a web-based mobile application, PowerHelp from Vertical Solutions. The new PowerHelp system allows GBC technicians to access and modify ticket and customer information along with resource usage while enabling access to parts, contract information, and service manuals. Since its deployment in 2006, GBC has reported a 15-percent reduction in overall time spent on service calls, a 28-percent reduction in service costs, and an eight-percent increase in service revenues without adding field staff.
"The analysts and research team at AberdeenGroup were impressed with GBC's well-designed and well-executed mobile field service solution," says Micky Long, Research Director, Service Chain Management, AberdeenGroup. "The company achieved significant and quantifiable results, and deserves recognition for its best-in-class service chain practices."
"We congratulate Tim Spencer and GBC for receiving this prestigious award from AberdeenGroup," says Ron Wegmann Sr., CEO of Vertical Solutions. "Tim and his team offer a textbook example of how best to use technology to strengthen field service processes while building business revenues."
PowerHelp is a next-generation, web-based technology that enables any external service center, customer service, service provider, or human resources environment to dynamically manage information. Its open platform helps contact centers combine various contact channels from different vendors and technology into a single view while providing seamless support that carries across all touch points in an organization.
About AberdeenGroup, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely 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 AberdeenTM 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 at http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.
About Vertical Solutions, Inc. (VSI)
VSI develops, implements, and supports its award-winning PowerHelp suite of customer-experience management software solutions. PowerHelp is a robust, modular application that offers in-depth functionality for Customer Support, Field Service, Sales and Marketing Automation, and Mobile environments. Companies in a variety of industries and throughout the world use PowerHelp to improve service response and resolution times, reduce the costs of delivering service, capture actionable customer data, seamlessly integrate with external partners, and broaden their portfolio of service offerings. PowerHelp is flexible, integrates easily with legacy systems, and offers one of the industry's fastest deployment times, all of which contribute to its low total cost of ownership and high return on investment. The company's customer list is 100-percent referenceable, and includes General Binding Corp., Reynolds and Reynolds, ABB Automation, and A. O. Smith Water Products Co. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. Fast ... Powerful ... Guaranteed. For more information, visit http://www.VSI-Powerhelp.com or call 1.800.466.0238.
Contacts:
Carmen Annis, Marketing
Vertical Solutions, Inc.
carmen.annis@vertsol.com
+1 513.891.7997
Alison Harris
Harris Media Services
alison@harrismediaservices.com
+1 207.829.4500
