Customer support centres earn certification

Re-certification by SCP affirms that Invensys is responding to feedback and making continuous improvements to maintain the company world-class customer support levels

Invensys has announced that the company Customer Satisfaction Centre in Foxboro, Massachusetts and Technical Support Centre in Lake Forest, California have achieved certification under the prestigious Support Centre Practices (SCP) certification programme for the second consecutive year.

SCP certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the support industry.

The Foxboro centre provides first-line support for Avantis, Eurotherm, Foxboro, SimSci-Esscor, and Triconex customers.

The Lake Forest centre supports Wonderware customers.

"Invensys is committed to continuously improving customer satisfaction levels throughout the organisation," said John Eva, vice president of customer service at Invensys Process Systems.

"We listened to customers and SSPA to learn what we needed to improve.

The SCP audit and our customer satisfaction survey results show that we have listened, implemented changes and significantly improved our service delivery processes".

According to Mike Pring, vice president of customer satisfaction for the Wonderware and ArchestrA business units of Invensys, Wonderware is committed to delivering the highest level of service and support to manufacturing and industrial automation software users.

"Being awarded SCP certification re-affirms the Wonderware commitment to customer satisfaction," Pring said.

"Wonderware places a great deal of importance on satisfying customer needs, and service and support is key to overall customer satisfaction".

SCP certification, an internationally recognised standard created with the Service and Support Professionals Association (SSPA), a consortium of leading technology companies and the Service Strategies Corp, defines best practices for delivering world-class technical support.

The programme quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results.

SCP certification requires comprehensive on-site audits to confirm that companies meet the requirements of the more than 100 business elements defined in the programme.

Certified organisations must demonstrate their continued commitment to high-performance standards through annual re-certification audits.

The Support Center Practices (SCP) certification programme was developed to address service quality issues that affect the rapidly growing technology support industry.

The SSPA and 40 of its member companies created the programme along with the Service Strategies Corp.

These companies contributed their insight and perspective into defining the key elements for delivering World Class support.

The SSPA represents over 23,500 service professionals in more than 2,700 support centres worldwide.

Service Strategies Corp is responsible for administering the SCP certification program and conducting on-site certification audits.

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