Reynolds and Reynolds Earns Support Center Practices Certification

Fifth consecutive certification recognizes Reynolds for delivering premier customer support

DAYTON, Ohio, Oct. 19 -- The Reynolds and Reynolds Company announced today that its Technical Assistance Center (TAC) has achieved certification for the fifth time under the Support Center Practices (SCP) Certification program.

Reynolds attained certification after an extensive audit of their Dayton, Ohio support center. SCP Certification measures the effectiveness of customer support based upon stringent performance standards and industry best practices.

According to SCP Auditor Kristin Robertson, "By passing the rigorous requirements necessary to achieve SCP Certification for the fifth consecutive year, Reynolds and Reynolds has made it clear they are committed to delivering world-class support to their customers. During the SCP Certification audit, Reynolds demonstrated a clear commitment to customer satisfaction and continuous improvement."

SCP Certification, a standard created with the Service & Support Professionals Association (SSPA) and a consortium of leading technology companies, defines best practices for delivering world-class technology support. The program requires on-site audits to confirm that companies meet the requirements of more than 100 business elements. Certified organizations must participate in annual re-certification audits.

According to Ed Bolka, vice president of the TAC and Service Logistics, "One of the ways the TAC maintains its position as a premier, technical support center is through annual certification of its processes and technology. The SCP process helps us to measure ourselves against call center best practices and benchmarks, enabling us identify areas of excellence and areas needing improvements. Over the last five years the SCP program has offered insight and recommendations on how to maintain our leadership position within the call center environment."

Reynolds and Reynolds joins the ranks of other leading technology companies that have achieved the prestigious and sought-after SCP Certification, including Lawson Software, Lockheed Martin Incorporated, McKesson Corporation, Mentor Graphics Corporation, Network Appliance Incorporated and Xerox Corporation among others. Currently over two hundred technology support organizations around the world participate in the SCP program

About Support Center Practices (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 forty 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 represents over 22,000 service executives in over 2,500 support centers worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. For more information about SSPA, visit http://www.thesspa.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, email info@servicestrategies.com or visit http://www.scpcertification.com/ .

About Reynolds

Reynolds and Reynolds ( http://www.reyrey.com/ ) is the leading provider of integrated solutions that help automotive retailers manage change and improve their profitability. Serving the automotive retailing industry since 1927, Reynolds enables OEMs and retailers to work together to build the lifetime value of their customers. The company's award-winning product, service and training solutions include a full range of retail and enterprise management systems, Web and Customer Relationship Management solutions, learning and consulting services, documents, data management and integration, networking and support and leasing services. Reynolds serves more than 20,000 customers. They comprise nearly 90 percent of the automotive retailers and virtually all OEMs doing business in North America. Reynolds serves automotive retailers and OEMs globally through its Incadea solution and a worldwide partner network, as well as through its consulting practice.