Reynolds and Reynolds' Superior Customer Service and Support Recognized
SAVANNAH, Ga.--Oct. 2, 2001--The Reynolds and Reynolds Company announced today that the company's Technical Assistance Center (TAC) has been recognized once again by the Software Support Professionals Association (SSPA).
For the third consecutive year, Reynolds' TAC, with centers located in Dayton, Ohio and Mississauga, Ontario and Montreal, Quebec, Canada, received the STAR (Software Technical Assistance Recognition) Award in the High Volume category.
The awards ceremony took place at SSPA's Horizons 2002 World Conference held Oct. 1-4 in Savannah, Ga. The STAR Award recognizes outstanding accomplishments and superior performance in the delivery of technical support to external customers.
"Year after year, Reynolds' TAC continues to amaze the SSPA with their world-class service and support, second-to-none in the automotive retailing industry," said Bill Rose, SSPA Founder/Executive Director. "Successfully fielding 130,000 calls per month from customers, it's no wonder that Reynolds and Reynolds is leading the transformation of automotive retailing."
Scott Schafer, senior vice president of Reynolds' Sales, Marketing and Info-Structure Services, said he attributes Reynolds' success in customer service and support to the TAC's investment in people and infrastructure. "Reynolds won its first STAR Award for our first-rate process improvements. We earned the next awards as a result of our continuous and unrelenting improvements. None of this could have been accomplished without our world-class associates, a strong infrastructure, and the value of membership we attain from the SSPA -- this organization helps us to better serve our customers.
"This STAR Award is further proof that Reynolds' TAC is the best in its class. It also supports data received from customer feedback and independent industry studies that indicate the TAC has the highest support levels in automotive retailing," added Schafer. "This great support is relative to major players in the software customer support industry."
A peer group made up of SSPA Advisory Board members selected this year's STAR Award recipients. In addition to Reynolds, companies such as Microsoft, Hewlett-Packard and EMC Corporation were recognized during the SSPA's 12th annual awards dinner.
"Our TAC has been able to earn these and other awards because of our investment in world-class associates, technology and training," said Ed Bolka, vice president of Reynolds' Customer Education and Continuous Support. "Our continuous support process has provided repeatable, predictable and consistent service levels above industry standards."
According to recent customer satisfaction surveys, Reynolds' TAC rated high in all categories, including:
| -- | Overall customer satisfaction for daily transactions -- 92 percent |
| -- | Overall satisfaction with the professionalism and knowledge of TAC associates -- 95 percent |
| -- | First-call problem resolution -- 84 percent (compared to the industry average of 80 percent) |
In addition, Reynolds recently launched its on-line support service. "This new service has been met with tremendous customer approval, with over 1,500 customers utilizing it in its first few weeks of availability," said Bolka.
Reynolds' TAC has over 450 front- and back-line service professionals who respond to incoming customer calls. Reynolds' support center, which received 1.2 million calls annually, supports 9,000 in-house servers, 330,000 peripherals and 140,000 software applications.
"It is an honor to represent our TAC associates for this unprecedented third annual award. Reynolds earned this award because of the hard work and sincere dedication of our associates in the TAC," said Randy Selleck, Reynolds' director of remote support. He added that in addition to its three STAR Awards, the TAC also has received Support Center Practices certification -- the premiere IT industry certification program for support centers -- for two consecutive years from Service Strategies Corporation.