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BRIDGEi2i case study - Improved customer satisfaction

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  • 1. Customer Case Study BRIDGEi2i helps a global business services firm understand key drivers of client satisfaction from information technology outsourcing in the European market. Business Challenge A global business services firm conducted a service provider performance and satisfaction study for the European market in 2011. They executed a survey covering around 175 companies involved in IT outsourcing with 30 service providers involving 500+ contracts. BRIDGEi2i Solution BRIDGEi2i analyzed the survey data at various levels (contract level, supplier level and client level). Contract Analysis Identified the relationship between overall satisfaction and the satisfaction from Key Performance Indicators (KPIs). Based on factor analysis and regression analysis, the KPI drivers and their contribution to overall satisfaction were derived. Supplier Analysis Identified the performance and satisfaction by suppliers and their relationship with supplier parameters like contract size, geographic scope, contract renewal time etc. were also analyzed to identify key supplier parameters driving performance and satisfaction. Client Analysis Client parameters like IT budget, number of employees and suppliers, industry sector etc. were used to segment clients in logical groups to identify satisfaction parameters for different segments or different types of buyer groups. Business Impact The study was published by the business services group to enable services providers and client organizations better understand performance and satisfaction parameters for clients in IT outsourcing services. About BRIDGEi2i BRIDGEi2i is an analytics solutions company partnering with businesses globally, helping them achieve accelerated outcome harnessing the power of data. BRIDGEi2i helps companies to BRIDGE the gap between INFORMATION, INSIGHT and IMPACT in their journey to institutionalize data driven decisions across the enterprise.For more details contact us: enquiries@bridgei2i.com© BRIDGEi2i Analytics Solutions Information Insight Impact

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