ServiceBench Launches International Headquarters
Leading US Service Management Company Sets up European Base in Netherlands
LONDON, UK ... March 27, 2007 - ServiceBench, Inc., the leading provider of web-based service management applications in North America, has opened international headquarters in the Netherlands to spearhead its launch into the European service market place. The company, which has won service Management contracts with leading manufacturing and retail companies including Whirlpool, Sears and IBM, is setting its sights on the European market hoping to emulate the success the company has enjoyed stateside.
Service Bench provides a hosted web-based service management solution that centrally manages service calls, field service, parts, repairs and warranty management, enabling companies to manage and analyse the full service lifecycle to improve the customer’s service experience and reduce the manufacturer’s service costs. According to a report by AMR Research in September 2006, the aftermarket service represent 24% of revenue and 40-80% of profit to a manufacturer, however only a minority of companies have recognised the strategic importance and potential for differentiation by investing in the product after-market.
ServiceBench customer, retail giant Sears did, however, recognise the potential benefits of introducing a service management solution to handle their huge volume of after-sales warranties. By using ServiceBench’s service management solution they were able to reduce the time to process a warranty claim from a week to just seconds, and by automating their warranty management they also managed to reduce their claims headcount by 70%, whilst doubling the volume of claims they handled.
According to ServiceBench President and CEO Michael Dering, “Post-sales service is still largely neglected by a lot of companies. Big manufacturers are leaving a lot of money on the table by failing to address this important area of customer service. Marketing-savvy clients are realising the vast potential for product differentiation by offering a superior customer after-sales service. As the product life-cycle for consumer products shortens and the competitive environment gets more intense, we believe that post-sales service is emerging as a key driver in building and maintaining customer loyalty.”
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About ServiceBench
ServiceBench is a leading provider of service management solutions that integrate post-sales service activities including service call management, field service management, parts management, and warranty management. The ServiceBench on-demand system easily enables service transactions between manufacturers, retailers or extended warranty providers and their network of parts suppliers, distributors and service providers. ServiceBench solutions provide the essential foundation to manage the service chain for profit and competitive advantage. For more information visit www.servicebench.com.
Media Contacts
Lee Harbin
Director of Marketing
+001 703-592-0036
lharbin@servicebench.com
Dianne Canham
Éclat Marketing
Tel: 0118 989 5600
Dianne@eclat.co.uk
