Case Studies of Support and Service Excellence
Below are some examples of how quality conscious organizations have leveraged Service Strategies’ programs to improve their businesses operations, increase efficiency and drive higher customer satisfaction and loyalty.
Widely regarded as the benchmark for support excellence in the IT industry, EMC Customer Service has direct service presence in 75 countries and service partners in 28 countries, representing every major region of the world. To incorporate the fundamentals of the Service Capability & Performance (SCP) Standards into the daily practices of every support center, EMC implemented various programs and procedures, including the creation of an SCP Program Management Office (PMO). The PMO drives consistency, improving overall support center procedures, as well as enhancing and streamlining the annual audit process.
San Francisco based McKesson Corporation, a leader in providing innovative solutions in supply. information and care management to the healthcare industry. McKesson has turned to the Service Capability & Performance (SCP) Standards to provide consistent best practices across its support centers for delivering world-class support to its customers. The SCP Support Standard quantifies the effectiveness of an organization’s customer support based upon a stringent set of performance standards and represents best practices in the industry.
FUJIFILM Medical Systems USA is a leading provider of diagnostic imaging products and network systems designed to meet the needs of healthcare facilities today and well into the future. While FujiFilm has always had a solid service delivery foundation in place, adopting SCP Standards provided the edge the company needed to surpass its competition.
Network Appliance (NetApp) is an industry leading provider of storage and data management solutions. NetApp brings unmatched simplicity to the complex world of data management through data center proven solutions for storing, managing, protecting, and retaining corporate data. The NetApp management team felt that their hierarchical Follow-The-Sun support structure might not meet the expanding needs of customers while remaining cost effective. Service Strategies helped NetApp efficiently solve this challenge.
As the global leader in Device Software Optimization (DSO), Wind River enables organizations to develop, run, and manage device software faster, better, at lower cost, and more reliably. The company’s adoption of the SCP Standard and implementation of improved support practices is having a marked impact. For example, their event-based customer satisfaction survey scores, as measured by a leading third-party survey fi rm, have risen by 31% since adopting the SCP Support Standard.