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CompareTM Support Industry Benchmark Database acquired by Support PerformanceSunnyvale and Folsom, CA, September 22, 2000-- Service Management International (SMI) announced today that CompareTM, the on-line, real-time, and perpetual database of benchmark performance and policy metrics has been acquired by Support Performance. Support Performance has purchased the entire CompareTM business for the express purpose of final development and deployment of this support industry benchmark Portal. The project was initially launched by SMI in partnership with HDI (Help Desk Institute) and Customer Support Management magazine.Support Performance founder Dick Szymanski, an advocate for benchmark and certification standards, says, "This initiative has the ability to produce the first-ever formation of standard measurements that will provide true apples-to apples comparison across the support industry. Subscribers to the CompareTM Portal will use intuitive CompareTM navigation tools to simplify routine and complex data mining of aggregate industry data. This will afford, real-time access to truly credible industry-standard metrics with the ability to filter the data to create a 'like-to-like' comparison." Coby Dunn, SMI VP of Strategic Relations commented "SMI has always seen the value of a comprehensive performance measurement tool for support organizations. It is our intent to promote and use CompareTM". CompareTM portal data and CompareTM tools are intended to provide uniquely useful intelligence at a price range suitable for all support operations large or small. Support industry associations, consultancies, analysts and in/out/co-source service vendors will be able to make special use of the data and tools that form CompareTM. In the future, support center managers and others will have an unparalleled tool to harness the volumes of their own support-related data previously not fully utilized because of the high cost of doing so. "The ASP version of this technology should be available for beta test in late 2000" claims Szymanski, adding, "an ASP-delivered capability for use by various members of the support community in mining their own data is in great demand". Support Performance is welcoming new participants to join the many who have completed the CompareTM survey and added their data to the aggregate knowledge repository. "We anticipate that reliable, real-time metrics will be accessible beginning mid-fall," says Szymanski. FREE access the CompareTM Portal for 60 days with no further obligation is offered to all participants who submit their data. Register now at (www.supportperformance.com/compare). About Support Performance: www.supportperformance.com - Founded by 18-year software and support industry veteran Dick Szymanski (ASK, Metrix, Integrity Support Consulting and SMI), Support Performance is dedicated to performance measurement in the support industry. SPC provides web technology based tools and services that will enable support operations to intelligently mine data (their own and industry aggregate). SPC's experienced and recognized auditors provide support center site certification assistance including planning, preparation, audit and actual certification. About Service Management International: www.smiweb.com - Service Management International (SMI) is a professional services firm dedicated exclusively to improving service businesses and customer support operations. SMI provides consulting, training, and system integration services. In addition to traditional telephone support, SMI has expertise in e-service and knowledge management, and helps organizations leverage those capabilities to improve productivity and quality. SMI's services include operational assessments, process design and improvement (reengineering), customized training programs, and the definition, selection, and implementation of automation tools. Editorial Contact: Dick Szymanski Support Performance 916-608-0755 dick@supportperformance.com top of page |
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