Goal of 100% Customer Support Professional (CSP) Certification Underscores Company’s Strategic Focus on Delivering Highest-Caliber Support Services to Its Software and Managed Service Customers
ATLANTA, GA–(MARKET WIRE)–May 27, 2008 — nuBridges, Inc., an eBusiness software and services provider for thousands of manufacturers, wholesalers, retailers, utilities and financial services firms worldwide, announced today that 100% of its customer support representatives are now certified Customer Support Professionals (CSP). nuBridges sought the distinction as part of its 2008 strategic plan to make its customer support service the best in the industry.
“Producing excellent products gains customers, but keeping customers long-term requires solid relationships built on service, confidence, trust and credibility,” said Tycho Howle, president and CEO of nuBridges. “We want our customers to end every support interaction with a sense that we exceeded their expectations by providing service rendered promptly, courteously and skillfully.”
In April, nuBridges customer support representatives completed coursework developed by Service Strategies Corporation to become certified CSPs. Service Strategies’ Service Capability & Performance (SCP) Standards provide the definitive benchmark of service excellence in the technology industry. Building on the same industry-focused foundation, SCP Career Certification serves as confirmation that individuals within the organization have the skills necessary to drive and sustain significant business improvement.
nuBridges has instituted a variety of mechanisms to ensure continual customer service improvement. For example, every customer support encounter is followed up with an online customer satisfaction survey that the company entices its customers to complete by offering to donate $2 to a charity of the customer’s choice for each completed survey. nuBridges collects and analyzes customer responses, and results are presented to the company’s executive management team weekly.
The company views customer support services to be a strategic differentiator as it competes in the managed file transfer, data protection and EDI managed service markets.
“Delivering the highest quality of customer support is of paramount importance to technology companies — especially during an economic downturn when customers strive to get the most out of existing products — and we take it very seriously,” added Howle. “Having all of our customer support representatives obtain CSP certification is an investment that sets a high standard that improves communication with customers during the support process and reduces the ‘time to resolution’ for each customer issue.”
About Service Strategies Corporation
Headquartered in San Diego, CA, Service Strategies advances service excellence for quality-minded organizations by providing industry standards, strategic advisory services and career development solutions that ensure delivery of consistent, high-quality service and support. Service Strategies applies a proven benchmark process to its standards programs that measure and drive effectiveness for continuous service improvement. In addition, the company’s tailored training programs enhance the careers of service professionals throughout the industry and lead to increased organizational effectiveness. The world’s leading service and support providers use Service Strategies’ Service Capability & Performance (SCP) Standards as a roadmap for service excellence. For more information, visit www.servicestrategies.com, call toll free 800.552.3058, or email firstname.lastname@example.org.
About nuBridges, Inc.
Atlanta-based nuBridges, Inc. is the secure eBusiness authority. Thousands of companies worldwide use nuBridges software and services to connect electronically with business partners, protect information in transit and at rest, and comply with legislative and industry mandates for data security. nuBridges technology drives B2B transactions worth $884 billion every year. For more information on nuBridges, visit www.nubridges.com.