Certification Recognizes CompuCom for Delivering Top Quality Service; CCSI CompuCom in Mississauga, Ontario Also Earns Accreditation
Dallas—January 28, 2008—CompuCom Systems, Inc., a leading IT outsourcing company, today announced that its award-winning Service Desk offering has achieved certification under the prestigious Service Capability & Performance (SCP) Standards program for the tenth consecutive year. CompuCom achieved certification in its Dallas and Canadian Certified Delivery Center locations in 2008. The SCP Standards quantify the effectiveness of client service based upon a stringent set of performance standards and best practices in the industry.
“Achieving recertification across multiple locations highlights CompuCom’s companywide commitment to achieving the highest levels of performance based upon industry best practices,” said Meg Frantz, Vice President of CompuCom’s Service Desk operation. “For over two decades, CompuCom has been a leading provider of IT services and is a trusted resource in providing the right balance of quality and cost to deliver the best value in the industry. The achievement from SCP confirms our dedication to following industry best practices and focus on continuous improvement,” added Frantz.
The Service Capability & Performance (SCP) Standards are designed to improve the quality and effectiveness of technology service and support operations. A consortium of leading technology companies, along with 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 defined under the standards program.
CompuCom joins the ranks of other leading technology companies that have achieved the prestigious and sought-after SCP Certification, including EMC Corporation, Lockheed Martin Incorporated, GE Healthcare, McKesson Corporation, Rockwell Automation and Nokia among others. Currently, more than 200 technology support organizations around the world participate in the SCP program.
“CompuCom has demonstrated success in delivering high quality support during the past 10 years, as evidenced through the tenth certification of the Dallas Delivery Center and the company’s adoption of standards throughout the North American support operation,” said Greg Coleman, Vice President of Strategic Programs for Service Strategies Corporation. “CompuCom has made it clear they are committed to delivering world-class technical support by meeting the rigorous standards defined in the SCP program year after year, and their clients are reaping the benefits.”
Each month, CompuCom receives and responds to an average of more than 130,000 service desk events through telephone, e-mail and Web access. CompuCom manages these events with an average 92.3% first-call resolution (FCR) rate on industry-standard applications and an 87% client retention rate. The company’s Service Desk support offering is available to clients 24 hours a day, 7 days a week, 365 days a year (24x7x365).
The Service Desk is an important element of CompuCom’s overall Integrated Infrastructure Management (IIM) solution that has received industry recognition and has delivered measurable results for clients by reducing costs, increasing productivity and helping them gain maximum value from information.|
About Service Strategies
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 CompuCom Systems, Inc.
CompuCom is a leading IT outsourcing company providing infrastructure management services, application services, systems integration and consulting services, as well as the procurement and management of hardware and software. With 20 years of IT experience, CompuCom employs more than 7,700 highly skilled associates who have earned a combined total of more than 42,000 industry certifications company-wide. As experts in workplace services, CompuCom’s unique Integrated Infrastructure Management (IIM) solution reduces costs, increases productivity and helps clients gain maximum value from information. For more information, visit www.CompuCom.com.