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Press Release

Oct 7, 2010

Top 20 Vendors: Culture Beats Scale. Auriga (Size 300) Ahead of Google and Infosys in the Black Book of Outsourcing 2010

Auriga is proud to announce that it has been named #15 in The 2010 Black Book of Outsourcing’s prestigious “Global Top 50 Vendors” list by Datamonitor. The 2010 Black Book of Outsourcing survey is focused on measuring customer satisfaction with the received outsourced services and was conducted on a large scale worldwide between April and August 2010. Datamonitor analyzed 6,547 survey responses from client companies from various industry sectors, of different size and location, rating 31,118 service experiences based on 9 criteria of outsourcing excellence. The survey provides true and unbiased picture of the global situation with outsourcing services from the customers’ point of view.

Auriga is a relatively small, even by Russian standards, ITO vendor, providing software R&D services for customers in the US, EU, and Russia starting from 1990, thus being one of the forefathers of the Russian outsourcing industry. The company has about 300 employees and several engineering centers in Russia and EU. In addition to technical/vertical expertise, Auriga, unlike many other vendors, explicitly focuses on ‘soft outsourcing skills’: easy communications, flexibility in business terms and engineering processes, removing cultural gaps, caring about real customer goals and building long-term relationships. And that pays off. Once started working with the company, customers tend to stay, some using its services for 10 years and more.

Remarkably for such a small company, Auriga is well known worldwide. In 2010 it was recognized as one of the top global providers in such ratings as Global Outsourcing 100 and Global Services 100. And now Auriga is in The Black Book of Outsourcing – the achievement that very few global players can repeat, let alone other Russian providers, none of which made it to The Black Book of Outsourcing this year. Talking about the Datamonitor’s ranking, at its #15 in the list, Auriga is ranked higher than such IT industry majors as Infosys, Capgemini, BT, Fujitsu, IBM, Dell, Microsoft and Google, being one of three IT-outsourcing companies that made it into the Top 15, and the only one among the three with primary focus on software R&D. This is historically the highest ranking for a Russian company in The Black Book of Outsourcing’s Top 50.

”The survey results demonstrate that Auriga is delivering comprehensive, integrated product development outsourcing solutions that exceed client expectations around the world.”
- Eamonn Kennedy, Research Director at the Black Book of Outsourcing

One of the most prominent trends recorded by Datamonitor was that larger service providers were rated lower for client satisfaction. The reasons for this named by Datamonitor are that

  • regarding large projects, the primary concern is simply 'getting the job done’ rather satisfaction
  • smaller providers can offer strong focus on specialist expertise or niche services

“Auriga has earned the distinction of being one of the outsourcing services companies with the most satisfied clients in the world. Since the ratings are based on direct customer feedback, they assert Auriga’s continuing commitment to its clients as being not just a technology vendor but a business partner. We are extremely proud that our high performance and attention to customer’s real needs received recognition once again.”
- Andrei Pronin, Auriga General Manager

In general, smaller-scaled innovative providers like Auriga climbing to the highest positions in the customer satisfaction level ratings seem to be part of the new trend that is indicated by many industry analysts. A big slice of the pie in ITO market goes to industrialized utility services where everybody gets the same predictable level of service and satisfaction. This sector is served by the giants, and getting high levels of customer satisfaction is hard due to the unification of services. The other highly customized part of the work goes to companies like Auriga – where a few can do a lot, as smaller providers struggle for providing the highest level of satisfaction to their customers, in each case in its own, customer-specific way.

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About Black Book of Outsourcing

Now owned by the Datamonitor Group, The Black Book of Outsourcing (http://about.datamonitor.com/sectors/sourcing.htm) is the leading independent benchmark for customer satisfaction with outsourcing.

The 2010 Black Book of Outsourcing survey is specifically designed to capture customer satisfaction ratings from users of outsourced services across the globe.

Findings from the annual survey are presented in reports that investigate outsourcing markets by industry, geography and service domain. In addition to rankings of how individual vendors perform, reports typically contain analysis of the customer experience, market trends and advice on how to realize desired outcomes.

Clients use The Black Book of Outsourcing to:

  • Determine strengths and weaknesses of individual vendors
  • Establish industry benchmarks to determine desired satisfaction ratings
  • Negotiate contract terms to ensure desired outcomes are achieved
  • Understand trends in outsourcing satisfaction by service, industry and geography

Read more at The Black Book of Outsourcing: State of the Outsourcing Industry 2010.

About Datamonitor

Datamonitor (http://www.datamonitor.com/) is a leading provider of online database and analysis services for key industry sectors. Datamonitor helps its clients, 5000 of the world's leading companies, to address complex strategic issues. Through its proprietary databases and wealth of expertise, Datamonitor provides clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive, Consumer Packaged Goods, Energy, Financial Services, Pharmaceuticals and Healthcare, Technology, Transport and Logistics.


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