Weston, FL, January 12, 2011 — Ultimate Software (Nasdaq: ULTI), a leading provider of unified human capital management SaaS solutions for global businesses, announced today that the company’s customer service team has achieved its 12th consecutive certification from the Service Capability & Performance (SCP) Standards Certification program.
“We’re very proud that our customer services organization has been SCP certified for 12 years running,” said JC Gonzalez, vice president of customer service for Ultimate Software.
“We believe this achievement is a reflection of Ultimate’s commitment to continuously evaluating, evolving, and improving the services we deliver. Our customers know that Ultimate is dedicated to service excellence, and one of our primary goals is to adhere to and even surpass global standards.”
The SCP (Support Standard, Field Service Standard, Professional Service Standard) is part of a suite of service capability and performance standards designed to improve the quality and effectiveness of technology service operations.
A consortium of leading technology companies and the Service Strategies Corporation created the internationally recognized standards, which define best practices for delivering world-class technology service and support, quantify performance levels, and establish a foundation to build on existing quality processes.
Certification requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements of the program. The SCP Certification audit quantifies the effectiveness of customer support based upon a stringent set of performance standards and best practices.
The SCP framework defines the major criteria required to operate a successful support operation. These criteria are then broken down into detailed business elements, each with specific measurable results.
The rigorous SCP audit represents over 100 major service factors used to determine the overall effectiveness of a support operation. As a result, companies like Ultimate that are SCP Certified are ensuring optimal business processes that drive higher levels of operational performance, customer satisfaction, and loyalty.
Achieving SCP Certification ranks Ultimate among an exclusive group of technology companies and industry leaders, including Lockheed Martin Incorporated, GE Healthcare, Rockwell Automation, Nokia, and NetApp. Currently, more than 200 technology support organizations around the world participate in the SCP program.
“By passing the rigorous requirements necessary to achieve SCP Certification, Ultimate has made it clear it is committed to delivering world-class support and service to its customers,” said Greg Coleman, vice president of strategic programs for Service Strategies, the organization that manages the SCP Certification program.
“Ultimate can be proud to have earned the global standard for service quality that is used by leading technology companies around the world.”
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.
A leading provider of unified human capital management SaaS solutions for global businesses, Ultimate markets its award-winning UltiPro solution as an on-demand service through Software-as-a-Service (SaaS). Based in Weston, FL, Ultimate employs approximately 1,100 professionals who are focused on developing the highest quality products and services. In 2010, Ultimate was named an Optimas Award winner by Workforce Management magazine. In 2009, Ultimate was awarded first place in the People’s Choice Stevie® competition for Favorite New SaaS Product and was ranked the #1 best medium-sized company to work for in America by the Great Place to Work® Institute for the second consecutive year. In 2008, Ultimate was the first HR/payroll SaaS provider to be audited and awarded the ISO/IEC 27001:2005 Certification for security management and was recognized for having the #1 “Best Product Development Team” in the nation by the American Business Awards. Ultimate has more than 2,000 customers representing diverse industries, including such organizations as Adobe Systems Incorporated, The Container Store, Culligan International, Elizabeth Arden, Major League Baseball, The New York Yankees Baseball Team, and Ruth’s Chris Steak House. More information on Ultimate’s products and services can be found at www.ultimatesoftware.com.
UltiPro is a registered trademark of The Ultimate Software Group, Inc. All other trademarks referenced are the property of their respective owners.