Reynolds and Reynolds Earns its Sixth Support Center Practices Certification
September 11 2006 - 10:34AM
PR Newswire (US)
The technical support center earns high marks; 96 percent of
customers state they are "satisfied" or "very satisfied" with
support received. DAYTON, Ohio, Sept. 11 /PRNewswire-FirstCall/ --
The Reynolds and Reynolds Technical Assistance Center in Dayton,
Ohio has achieved its sixth certification under the Support Center
Practices (SCP) Certification program. SCP Certification measures
the effectiveness of customer support based upon stringent
performance standards and industry best practices. Reynolds earned
certification after an extensive audit of its Technical Assistance
Center (TAC). The Dayton center has a team of more than 350
professionals that support nearly 10,000 dealership management
systems and a half-million peripherals at dealerships across the
U.S. The TAC answers 4,000 - 5,000 customer calls per day and
resolves approximately 80 percent of them on the first attempt.
Reynolds has other support centers located in Mississauga and
Montreal, Canada. "SCP Certification helps assure that we're
focused on continuous improvement in how we support our customers,"
said Terri Mulcahey, senior vice president of sales and service.
"Measuring our operations against leading service companies is how
we stay ahead of the competition. The Reynolds support teams
consistently exceed benchmarks for superior customer support and
this certification attests to their hard work and dedication." A
customer satisfaction survey found that 96 percent of customers
were "satisfied" or "very satisfied" with the support they received
from the Reynolds TAC organization. SCP Certification, the
internationally recognized standard created by a consortium of
leading technology companies and Service Strategies Corp., defines
best practices for delivering world-class technology support. SCP
Certification requires comprehensive on-site audits to confirm that
companies meet the requirements of approximately 100 business
elements defined in the program. Certified organizations must
demonstrate their continued commitment to high performance
standards through annual re-certification audits. "By passing the
rigorous requirements necessary to achieve SCP Certification,
Reynolds has made it clear they are committed to delivering
world-class support to their customers," said Kristin Robertson,
SCP Auditor. "During the SCP Certification audit, Reynolds and
Reynolds' Technical Assistance Center demonstrated a clear
commitment to customer satisfaction and continuous improvement."
Reynolds joins the ranks of other leading technology companies that
have achieved the prestigious and sought-after SCP Certification,
including Lockheed Martin Incorporated, McKesson Corporation,
Network Appliance Incorporated, Rockwell Automation, Nokia, Sage
Software, EMC, and Xerox Corporation among others. Currently, more
than 200 technology support organizations around the world
participate in the SCP program. About Support Center Practices
(SCP) Certification The SCP Certification program defines best
practices for delivering world- class technology support. The
program quantifies the effectiveness of customer support,
establishes a foundation to build on existing quality processes and
provides a clear focus on measurable results. The world's leading
service and support providers use SCP Certification as a roadmap
for service excellence and a measure of success. Service Strategies
Corporation is responsible for administering the SCP Certification
program and conducting on-site certification audits. For more
information about SCP Certification, contact Service Strategies
Corporation at 858.674.4864, toll free in North America
800.552.3058, email or visit http://www.scpcertification.com/.
About Reynolds The Reynolds and Reynolds Company (NYSE:REY) has
helped automobile dealers sell cars and take care of customers
since 1927. Today, more than 15,000 dealers worldwide rely on
Reynolds to help run their dealerships. In the U.S. and Canada, the
REYNOLDSYSTEM(TM) combines comprehensive solutions, experienced
people and proven practices that drive total dealership performance
through a full range of retail Web and customer relationship
management solutions, e-learning and consulting services,
documents, data management and integration, networking and support
and leasing services. Internationally, Reynolds serves dealers in
more than 35 countries through a broad range of retailing solutions
and consulting services. For more information, visit:
http://www.reyrey.com/ DATASOURCE: The Reynolds and Reynolds
Company CONTACT: Michelle Zendah of The Reynolds and Reynolds
Company, +1-937-485-8499, or Web site: http://www.reyrey.com/
http://www.scpcertification.com/
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