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2012 BTA Service Report Now Available

22 Aug, 2012


Kansas City, MO - August 22, 2012 - The Business Technology Association (BTA), has released the first in its 2012 BTA Benchmarking Series reports, the 2012 BTA Service Report. The report tabulates the results of a survey completed by 311 office technology dealers. It shows the levels of dealership performance and metrics by both size of business and geographic region. This report is useful for comparing the service operations of a dealership to other U.S. dealerships.

The 2012 BTA Service Report, prepared for BTA by Survey Advantage,provides data in four categories: profitability (service revenue per service employee and per technician, service sales per unit in base, service gross profit, rental and CPC revenue allocations, clicks per unit on contract, etc.), personnel (technician accountable time, average billing rate, incentive plans, distribution of time, clicks per technician, etc.), call center efficiencies (response times, gross calls per day, recalls and incompletes, installation times, service department automation, etc.) and product (copier/MFPs on contract and T&M, percent of sales, etc.).

The report provides the medians of the responses to the survey questions. Those questions include the following:

· What is the average response time from the time the customer places a call until a tech arrives?
· What is the length of time for your typical, successful installation?
· What is your typical car stock value?
· What is your average number of total calls per day?
· After the base cost is subtracted, how is CPC money allocated for color copier/MFPs?
· What is your average hourly billing rate for shop and field work?
· How many parts inventory turns do you experience annually?
· For what job performance areas do you provide incentives?

BTA members receive all of the 2012 BTA Benchmarking Series reports free with membership. Non-members may purchase each report individually or as a set. The 2012 BTA Compensation and Finance reports will be available later this fall. For more information on the 2012 BTA Benchmarking Series reports, or to download or purchase the 2012 BTA Service Report, visit www.bta.org/BenchmarkingReports or call (800) 843-5059.

Founded in 1926, the Business Technology Association serves office technology dealerships, resellers, manufacturers, distributors and service
companies. Its core members — office technology dealerships — consult, sell and service hardware, software and supplies with the goal of helping
businesses maximize their investment in devices and technology. Through the association's various educational programs, information, research,
legal services, publications and guidance, BTA member dealerships are positioned to be the premier source of the office technology used by
businesses throughout the United States every day. For more information on BTA, see its Web site at www.bta.org or call (800) 505-2821. The
fax number is (816) 941-4838. You may also write to: BTA, 12411 Wornall Road, Kansas City, MO 64145




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