On BCC’s request TNS OBOP, a leading research company, has researched client satisfaction with SAP outsourcing and maintenance service.
The research was to define client satisfaction level and evaluate the quality of BCC outsourcing services. TNS OBOP employees interviewed the representatives of all companies that use BCC services. They included people deciding on purchase of SAP maintenance and outsourcing services, mainly IT managers.
The research was conducted with CATI (Computer Assisted Telephone Interview) method from 23rd March to 5th April. The interviews covered both general evaluation of cooperation with BCC’s Outsourcing Services Department and evaluation of particular kinds of outsourcing services. The respondents evaluated the quality of full SAP outsourcing, SAP administration outsourcing, SAP administration remote support and SAP application support in the following areas: finance and controlling, logistics and human resources.
Nearly all the clients (92%) favorably evaluated the whole of cooperation with BCC in outsourcing. They also appraised individual aspects of service performance. All the respondents expressed their satisfaction with communication with BCC consultants and their effectiveness in problem solving. 92% clients favorably assessed consultants’ commitment and 76% appreciated reaction to additional enquires, not covered by service agreement.
’As we are continually improving BCC’s offer in SAP outsourcing, we have decided to ask the most reliable experts, our clients, with assistance from an independent organization, to assess us. We are really happy about their favorable opinion. Critical comments are even more valuable to us, as they indicate areas where we should improve our performance’, says Waldemar Sokołowski, BCC Outsourcing Services Director.
BCC is the first company in Polish market of SAP outsourcing services to inform about the results of an opinion research in client satisfaction carried out by an independent research company. BCC is certified as SAP Competence Center, thus authorized to provide maintenance services for clients directly through its own service organization. The company has been providing SAP outsourcing services since 1999; its first client in this scope was Zespół Elektrociepłowni Bydgoszcz. Currently BCC provides outsourcing services to over 20 companies, e.g. Elite Cafe, Metro Group, Kopernik, Nordzucker, Opoczno, Orkla Press. In order to expand its range of services, BCC is building an outsourcing center in Nickel Technology Park Poznań. Opening the new office is planned for September.
TNS OBOP is one of leading research companies in Polish market. It dates back to 1958, when Ośrodek Badania Opinii Publicznej (Centre for the Study of Public Policy) was created. In 1998 OBOP was incorporated into international research TNS group. Since 1997 it has been carrying out national electronic measurement of TV audience, the so-called telemetry. In 2005 TNS OBOP reported a turnover of over PLN 32m.
TNS provides the most complete information about the market:
- it is the world’s largest company that carries out research and analyses tailored to clients’ needs,
- is a leading provider of social and political polls,
- has years of experience in consumer panels and measuring the size of audience (telemetry) and monitoring advertising
TNS operates in a global net that covers 70 countries, thanks to which it can provide coherent and constantly updated, top-quality information and analyses. TNS employees are characterized by innovative thinking and high quality of client service both locally and internationally. They combine specialist knowledge of their sector with the knowledge of new product development, motivation research, brand research and stakeholder management in order to provide clients with solutions tailored to their needs. TNS strategic objective is to position the company as a world’s leader in delivering clients deep knowledge and information that for them is added value and that will support them in taking right business decisions. Further information: www.tns-global.pl