Wonderware, a business unit of Invensys, has announced that it has achieved certification from the US-based Support Center Practices (SCP) certification program for the fourth consecutive year. Wonderware again met the SCP compliance requirements, as well as the SCP community benchmark average.
"By meeting the rigorous requirements necessary to achieve Support Center Practices (SCP) certification for the fourth time, Wonderware has made it clear that it is committed to delivering world-class support to its customers," said Gordy Stauffer, the service strategies SCP auditor. "The company demonstrated outstanding focus on customer satisfaction and continuous improvement."
Wonderware's customer support and services organization and Wonderware Certified Support Providers deliver customer technical support to more than 100,000 customers worldwide. To achieve SCP certification, a company must exceed stringent requirements in customer support services. Companies are judged in several categories including customer feedback, services delivery, training, total quality management, sales and services, research and development, and corporate commitment and strategy.
"The SCP audit and certification process has helped Wonderware streamline internal support practices," said Neal Hatton, Wonderware director of technical support. "This process has enabled Wonderware to build successful practices and an outstanding team that is dedicated to providing customers worldwide with the highest quality of customer support. It also has enabled Wonderware to maintain a high efficiency rating that has helped the company cut operating expenses while at the same time achieve a remarkable level of customer satisfaction."
The SCP program requires comprehensive on-site audits to ensure that companies meet the requirements of approximately 100 business elements. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits. The standards defined in the SCP certification program represent a broad scope of business practices necessary to deliver the highest quality technology support.