Progress Earns Certification Under the Prestigious Service Capability & Performance (SCP) Standards
BEDFORD, MA (December 15, 2010) – Progress Software Corporation (NASDAQ: PRGS), a leading software provider that enables enterprises to be operationally responsive, announced today that its Global Field Operations (GFO) Customer Support organization has earned certification under the prestigious Service Capability & Performance (SCP) Standards. The SCP Standards quantify the effectiveness of customer support based upon a stringent set of performance standards and represent best practices in the industry.
Carol Esau, vice president, Global Customer Support, Progress Software, noted: “Progress is known in the industry for developing best-in-class software that is used by major enterprises around the world for mission-critical applications. It is equally important that these companies can expect to receive best-in-class service and support. SCP Standards are the global benchmark of service excellence and earning this certification on a very aggressive timeline is testament to the seriousness and commitment we place on supporting our customers to the highest level of quality.”
Progress earned its certification under the SCP Support Standard in 15 months, recording one of the highest first-time certification scores in the history of the standard. Service Strategies audited extensively three Progress support centers: Bedford, Mass., US; Rotterdam, Netherlands; and Hyderabad, India.
In earning this certification, the Progress support team broadened the range of coverage in the company’s customer troubleshooting knowledge base by writing over 12,000 new tech support articles, and increased overall customer satisfaction from 87 to 90 percent during the process.
Gordy Stauffer, SCP Auditor, said, “By passing the rigorous requirements necessary to achieve SCP Certification, Progress Software is demonstrating a clear commitment to customer satisfaction and continuous improvement.”
Created by a consortium of leading technology companies and Service Strategies Corporation, the SCP Standards are designed to improve service quality and effectiveness. These standards, which address customer support, e-service, field service, and professional service disciplines, define best practices for delivering world-class service and support, quantify performance levels, and establish a framework for continuous improvement. Certification requires comprehensive annual audits to confirm that companies can consistently meet program requirements.
Progress joins the ranks of other leading technology companies that have achieved the prestigious and sought-after certification, including CompuCom Systems, Inc., EMC2 Corporation, GE Healthcare, Invensys Operations Management, Lockheed Martin Incorporated, McKesson Corporation, Nokia and NetApp, among others. Currently, more than 200 technology support organizations around the world participate in the SCP program.
About Progress Software Corporation
Progress Software Corporation (NASDAQ: PRGS) is a global software company that enables enterprises to be operationally responsive to changing conditions and customer interactions as they occur – to capitalize on new opportunities, drive greater efficiencies and reduce risk. The company offers a comprehensive portfolio of best-in-class infrastructure software spanning event-driven visibility and real-time response, open integration, data access and integration, and application development and deployment – all supporting on-premises and SaaS/Cloud deployments. Progress maximizes the benefits of operational responsiveness while minimizing IT complexity and total cost of ownership. Progress can be reached at www.progress.com or +1-781-280-4000.
Progress is a trademark or registered trademark of Progress Software Corporation or one of its subsidiaries or affiliates in the U.S. and other countries. Any other trademarks contained herein are the property of their respective owners.