Montreal, Quebec (July 17, 2007) — Speedware Ltd., a leading provider of innovative enterprise software solutions and productivity tools, today announced that its customer support center has achieved certification under the prestigious Service Capability & Performance (SCP) Standards program for the seventh year. Speedware achieved certification after an extensive audit of their Montreal, Quebec support center. SCP Standards quantify the effectiveness of customer service and support and represents best practices in the industry.
“Achieving SCP Certification for the seventh year clearly demonstrates our dedication to providing exceptional customer support,” said Maria Anzini, Director of Customer Service and Product Support at Speedware. “As the SCP benchmarks are raised each year, our customer support team continually strives to meet and go beyond these standards, while delivering the highest levels of operational performance, reliability and customer satisfaction. As an organization, we use programs such as SCP as a guide for continuous improvement.”
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 the Association for Services Management International and Service Strategies Corporation, created the internationally recognized standards, which define best practices for delivering world-class support, field service, professional services and eServices. The standards define industry benchmarks, quantify performance levels and establish a foundation to drive continuous improvement of service operations. Certification against the standards requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements of the program.
The Speedware customer support center demonstrated outstanding performance by exceeding the SCP compliance requirements in all 12 criteria sections, in addition to scoring above the SCP community benchmark averages in 10 of the 12 criteria sections. The Speedware audit report highlighted 14 “areas of excellence,” where practices observed were considered outstanding and worthy of recognition. More importantly, Speedware was cited twice as a “Best Practices Candidate” for elements that auditors felt should be included in an online database of best practices available to the industry.
“The Speedware Support team demonstrated an excellent level of performance during their seventh, successful SCP audit,” said Derek Nash, SCP Auditor. “The entire company is focused on delivering and exceeding customer expectations and the support group is achieving outstanding operational results and customer satisfaction scores, as they adapt to continually changing customer requirements.”
Speedware joins the ranks of other leading technology companies that have achieved the prestigious and sought-after certification, including Lockheed Martin Incorporated, McKesson Corporation, Rockwell Automation, Nokia, Sage Software, EMC Corporation and Xerox Corporation among others. Currently, over two hundred technology support organizations around the world participate in the SCP Standards program.
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 through-out 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 858.674.4864, toll free in North America 800.552.3058, or email firstname.lastname@example.org.
Speedware Ltd., a wholly-owned subsidiary of Activant Solutions Inc., is a leading provider of enterprise software solutions. The company provides a complete suite of legacy modernization and migration solutions, business intelligence tools and application development solutions. Speedware has been dedicated to helping companies modernize their business applications for over 30 years. With a distribution network spanning 35 countries, Speedware offers market leaders the end-to-end solutions that allow them to react quickly to the needs of a changing business. For more information, visit Speedware at www.speedware.com.