Customer Testimonials

What our customers say…

“The SCP Support Standard was the best way to get a proven structure in place. The standard offers credibility and the most stringent criteria, and we wanted our support services to match the toughest criteria around. It also offers additional evidence to our customers of our commitment and success in providing industry-leading technical support services.”

Tom Panozzo, Senior Vice President of EMC Support Services
EMC Legato

“The SCP Standard’s heavy emphasis on customer satisfaction was key to our selection of the program. The industry-standard best practices and quantitative measures provide a road map for centers to improve their support delivery, which results in continuing improvements to customer satisfaction.”

Randy Spratt, Senior Vice President of Technology and Standards
McKesson

“The SCP Standard has helped Nokia create a more fact-based management approach in setting priorities, defining roadmaps, and determining what’s important. Nokia now has a much clearer picture of customer satisfaction and the key areas needing improvement within the organization.”

Paul Esch, Director, Support and Services
Nokia

“The SCP Standard is a key measurement to ensure a high level of operational consistency and provides tangible proof that Nokia support and services are differentiators in the highly competitive technology marketplace. These efforts clearly demonstrate Nokia.s commitment to satisfying customers and delivering the highest quality support possible.”

Lisa Pedersen, VP of Global Support and Services
Nokia Internet Communications

“The SCP Support Standard is an exceptional roadmap. It lays out all the groundwork, identifies processes, and brings out the detail we need to manage and improve our operation.”

“I believe that without the SCP Support Standard, a typical support manager or director may only be looking at perhaps 1/2 the elements that SCP addresses.”

“Going through the SCP certification process forces an awareness of so many improvement opportunities that normally never reach the radar screen, but are key building blocks for a successful support organization.”

Kevin Durio, Director of Customer Service & Support
Sage Software.

“The SCP Standards are revised annually and they keep raising the bar. Customers demand – and they certainly have every right to expect – superior, attentive service for their investment. The SCP Standards helps us deliver at those increasingly high levels.”

Ron Taylor, Senior Vice President, Support and Service
Sage Software.

“The SCP Standard will raise the image of our call center throughout the industry and become a marketing differentiation tool. By certifying our center through the SCP Support Standard, customers are assured that we are committed to maintaining a high level of service. The 95Info management team is confident that support team members can quickly and efficiently solve issues, provide outstanding services and contribute to the improvement of processes, products, and services.”

Dr. Baumin Lee, CIO
95Info, Inc.
Beijing, China