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Provider Track Record Directly Impacts Future Purchases of Professional Services for Document & Content Solutions

(Weymouth, MA) October 24, 2005…InfoTrends/CAP Ventures, the leading worldwide market research and strategic consulting firm for the digital imaging and document solutions industry, announces early results from their landmark study entitled   Document & Content Solutions: The Professional Services Opportunity. The findings clearly show that experiences with and references for service and technology providers weigh heavily in the selection of vendors for upcoming projects. Service vendors must recognize that perceptions about them are extremely important and can be difficult to change, given that a great deal of provider approval happens at the executive-level.

One portion of the study focuses on customer satisfaction with past purchases of professional services and the impact it has on future purchases. Data shows that 58% of respondents were not satisfied or neutral with the amount of money spent on professional services relative to the return on investment. This, however, does not translate into dissatisfaction with the services themselves.

In fact, 59% of the respondents felt favorably about the actual consulting services purchased, and an even higher number, 62%, said they felt favorably about professional services purchased directly from the technology provider. In many circumstances, organizations purchase professional services from a number of providers, including the hardware and software vendors, to directly support solutions. Line-of-business managers were particularly pleased with the services from these technology providers, with 75% indicating a favorable or very favorable rating.

Respondents were also asked to indicate what brand of solution they currently use or plan to use, and to rate their level of satisfaction with that product.

For system integrators, IBM Global Services has been used by 45% of the respondents, and a staggering 26% of the respondents said that they were likely to use them again. Other prominently used providers included Deloitte & Touche, Accenture, EDS, CSC, CAP Gemini Ersnt & Young, and Unisys.

FedEx/Kinko’s figured the most prominently amongst print solution providers with 54% of the respondents having used them in the past. Other regularly used providers included HP Services, Xerox Global Services, Pitney Bowes, Iron Mountain, ADP, and IKON.

Dell leads the list of technology vendors, providing services with 41% of the respondents planning to use them again. IBM, Oracle, SAP, Sun, and EMC/Documentum also all had strong presence for expected repeat services.

“As the market continues to grow, these service providers will need to develop a better understanding of their customers’ business needs, the value that they place on professional services, as well as their plans for future purchases,” commented Michael Maziarka, a Director at InfoTrends/CAP Ventures. “With 358 survey respondents across multiple industries and functional areas, our study provides the foundation to effectively target and sell to this growing market segment.”

The data tabulations for Document & Content Solutions: The Professional Services Opportunity are available immediately. The complete report including analysis and data tabulations will be available in December 2005. For more details on the report or to make a purchase, contact Keith LaVangie at , ext. 132 or via e-mail at .

InfoTrends/CAP Ventures is the leading worldwide market research and strategic consulting firm for the digital imaging and document solutions industry. We provide research, analysis, forecasts, and advice to help clients understand market trends, identify opportunities, and develop strategies to grow their businesses. Additional information about InfoTrends/CAP Ventures is available on the Web at

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