Jeeves' Customers Most Satisfied

"The generally low frequency of upgrades means that many Swedish companies miss out on significant opportunities for improved productivity," said Hans Werner, CEO of Radar Group International.

The conclusion was reached in a study conducted by Radar Group International during February and March of 2007 via in-depth interviews with 253 Swedish companies and organizations that have had their ERP systems since the start of the new millennium. The study compared the ERP systems IBS ASW, IFS, Jeeves, Movex (Lawson, formerly Intentia) and SAP. The focus of the study was number of upgrades, nature of the upgrades, scope and cost.

High costs of up to EUR 5,000 per workplace are the primary reason that companies do not upgrade their ERP system. The exception is Jeeves, with upgrade costs at about EUR 200 per workplace. According to the study, because of this Jeeves' customers update their ERP system more often than the customers of other suppliers.

"The ERP system is the heart of the customers' business. In order to make continual improvements, you must have an ERP system that is flexible, easy to upgrade and cost effective," said Bengt-Åke Älgevik, CEO of Jeeves.

According to the study, Jeeves' customers have made the most upgrades at a low cost per upgrade. For Jeeves' customers, the average upgrade cost during the life of the ERP system is SEK 5,300 while the equivalent figure for the competitors is between SEK 22,680 and 95,850. The lower cost has contributed to the statistic of Jeeves' customers upgrading their system an average of 2.65 times since 1999. At a far second was SAP with an average of 2.13 upgrades. In last place when it comes to frequency of upgrades is Movex customers, who only upgraded 0.84 times.

Jeeves' customers most satisfiedThe system's age, number of upgrades, business changes as well as daily operation and administration of the system have also proven to affect customer satisfaction. One a scale of 1 to 3, customer satisfaction was at 2.9 for Jeeves customers, followed by SAP at 2.7 and IFS at 1.9. The most dissatisfaction came from Movex and IBS customers with an NKI index of 1.6 and 1.5, respectively.

All together, the Swedish ERP market had a turnover of SEK 2.3 billion in licensing and support revenue in 2007 and an additional SEK 7 billion in consulting revenue. Today, 8 system suppliers share 92 percent of the license value of the market. Jeeves share is assessed at 6 percent. The remaining 8 percent is split among hundreds of suppliers, with IBS responsible for the majority. 1,730 businesses with more than 50 employees will be investing in a new ERP system in the upcoming twelve months.

More information on the study: