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Softtek Sponsors Aberdeen Group Study, “Strong SLA Management Causes Increased Customer Satisfaction”

Benchmark report finds Best-in-Class organizations achieve 92 percent of their Service Level Agreement (SLA) goals

Monterrey, Mexico – January 7th, 2008 – Softtek, the global provider of IT and business process solutions and the largest private service provider in Latin America, announced today that the Aberdeen Group’s newly released benchmarked report, “Strong SLA Management Causes Increased Customer Satisfaction,” is available for complimentary download at Softtek website. The report highlights how Best-in-Class organizations are instituting well-defined SLAs for their Business Process Outsourcing (BPO) initiatives not only to decrease expenses, but also to realize the added benefit of increased levels of customer satisfaction.

“With our deep experience working with well-defined SLAs in BPO and IT Outsourcing (ITO), Softtek is pleased to make this informative report available for organizations around the world,” said Ricardo Gonzalez, vice president of BPO services at Softtek. “Our capabilities of blending BPO and ITO have delivered significant results to our clients by decreasing operating expenses and improving process efficiencies in areas such as procurement.”

The report analyzed organization planning, deployment, use, and management of BPO to analyze and highlight the numerous ingredients necessary for a successful outsourcing relationship. As part of their BPO strategy, Best-in-Class organizations utilized a variety of top-down procedures, customized policies, and analysis tools to derive the optimal benefits from outsourcing. In fact, Best-in-Class organizations incorporated clear SLAs into their BPO projects 47 percent more often than Laggard organizations, which allowed them to meet 56 percent more of their SLA goals. The direct correlation between SLAs and customer satisfaction allowed Best-in-Class organizations to enjoy triple the increase in customer satisfaction than Laggard organizations achieved.

“The use of percentage of SLA goals achieved and customer satisfaction as KPIs is based on their inherent connectivity,” explains Ralph Rodriguez, senior vice president of research and head of the Technology Markets Group. “The relationship between achieving a high level of SLAs and realizing increased levels of customer satisfaction is essentially one of interdependence. Given that an organization’s SLAs are clearly articulated and holistic in nature, customer satisfaction levels will rise as the percentage of those SLAs achieved increases.”

The report educates end users on how Best-in-Class organizations are developing, implementing, and managing their BPO strategies as compared to others and recommends clear actions to improve customer satisfaction through achievement of SLA goals as well as improvements in an organization’s policies and procedures. Organizational and performance management, procedural guidelines, and analysis and optimization tools, as well as other key performance indicators are reviewed.

A complimentary copy of this report is available at

About Aberdeen Group

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-oninvestment 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) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to

About Softtek

Founded in 1982, Softtek is a global provider of IT and business process solutions with close to 6,000 associates across 30 offices in North America, Latin America, Europe and Asia. With eight Global Delivery Centers in Mexico, Brazil, Spain and China, Softtek provides in-depth, high-quality and cost-effective solutions to top-tier corporations in over 20 countries through on-site, on-shore and its trademarked Global Nearshore™ service delivery models. Creator and leader of the Near Shore® Industry, Softtek is the largest private IT service provider in Latin America. For more information, visit

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Alejandro Camino
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