Reynolds and Reynolds' Best-In-Class Approach to Support Its Customers
The Reynolds and Reynolds Company today announced that its Dayton Technical Assistance Center (TAC) has achieved certification under the prestigious Support Center Practices (SCP) Certification program.
Reynolds achieved certification for the second consecutive year following an extensive audit of its Dayton, Ohio support center.
The SCP Certification program establishes the service quality benchmark for all IT service support centers and help desks. SCP Certification quantifies the effectiveness of customer support based upon a stringent set of dynamic performance standards that represents best practices in the industry.
"This certification sends a strong message to our customers and the automotive retailing industry that Reynolds and Reynolds regards the delivery of top quality service and support as essential," said Scott Schafer, senior vice president of Reynolds' Info-Structure Services. "This certification also validates that our process and support strategies remain on target, as they matched up favorably with the world-class service of other recognized support leaders in various industries."
SCP Certification is an internationally recognized standard devised by the Service & Support Professionals Association (SSPA) and a consortium of IT companies to create a recognized quality certification for Support Centers and to provide a method of benchmarking for Support Center practices. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the SCP program. SCP Certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.
"By passing the rigorous requirements necessary to achieve SCP Certification, Reynolds and Reynolds has made it clear they are committed to delivering world-class support to their customers," said Greg Coleman, SCP auditor. "During the SCP Certification audit, Reynolds and Reynolds demonstrated a clear commitment to customer satisfaction and continuous improvement."
Reynolds and Reynolds joins the ranks of leading technology companies that have achieved SCP Certification. Currently, over 80 companies representing approximately 200 support centers around the world are participating in the SCP program. These companies include industry leaders such as Microsoft Ltd. Europe, Peoplesoft Inc., NCR Corporation -- San Diego, EMC Corporation, Compaq, Lawson Software, Lockheed Martin, Rockwell Automation and Sabre Inc.
"SCP Certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies," said Bill Rose, founder and executive director of the Service & Support Professionals Association (SSPA). "Reynolds can be proud to be placed among the industry leaders in service excellence through their attainment of SCP Certification."
The Support Center Practices (SCP) Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The SSPA and 35 of its member companies created the program along with Service Strategies Corporation. These companies contributed their insight and perspective into defining the key elements required for delivering world-class support. The SSPA is made up of over 500 of the world's leading technology companies and provides a value added forum where service and support professionals share ideas and discuss developing trends. For more information about SSPA, visit www.supportgate.com.
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 or visit www.supportgate.com/scp.
Reynolds and Reynolds, headquartered in Dayton, Ohio, is the leading provider of integrated information management solutions to the automotive retailing marketplace. The company's services include a full range of retail and enterprise management systems, networking and support, e-business applications, Web services, learning and consulting services, customer relationship management solutions, document management and leasing services. To find out more about the company, its vision, products and services, visit www.reyrey.com.
Certain statements in this news release constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. The forward-looking statements are based on current expectations, estimates, forecasts and projections of future company or industry performance based on management's judgment, beliefs, current trends and market conditions. Forward-looking statements made or to be made by or on behalf of the company may be identified by the use of words such as "expects," "anticipates," "intends," "plans," "believes," "seeks," "estimates" and similar expressions. Forward-looking statements are not guarantees of future performance and involve certain risks, uncertainties and assumptions that are difficult to predict. Actual outcomes and results may differ materially from what is expressed, forecasted or implied in the forward-looking statements. See also the discussion of factors that may affect future results contained in the company's Current Report on Form 8-K filed with the SEC on August 11, 2000, which we incorporate herein by reference. The company undertakes no obligation to update any forward-looking statements, whether as a result of new information, future events or otherwise.