DoubleClick announced today that its customer support team in North America has achieved certification under the prestigious Support Center Practices (SCP) Certification program (Company
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Studies), and is the only one among its peer set of digital advertising companies to earn this recognition. DoubleClick achieved the certification, granted by Service Strategies Corporation, after an extensive audit of the company’s DART® ad management platform support center. SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry.
Achievement of SCP Certification brings DoubleClick on par with other renowned world-class support centers, including Lockheed Martin Incorporated, Network Appliance Incorporated, Rockwell Automation, Nokia, EMC and Xerox Corporation, among others.
"Three years ago we set out to become the best in our industry at service delivery," said John Rehl, Senior VP of Global Technical Services at DoubleClick. "With continued investment and deployment of best practices, we have seen increasing customer satisfaction and loyalty scores year-over-year for the past three years. I'm delighted for our employees, and for our customers. We differentiate ourselves from our competition through the delivery of world-class service, and earning our SCP certification validates this commitment to excellence."
SCP Certification, the internationally recognized standard created by a consortium of leading technology companies and Service Strategies Corp., defines best practices for delivering world-class technology support. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of approximately 100 business elements defined in the program. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits.
DoubleClick’s audit was based on a comprehensive review of Customer Support processes, and the analysis of Customer Satisfaction metrics from hundreds of customer support cases. The audit measured DoubleClick’s Support delivery processes and their impact on Customer Satisfaction, including analysis of qualitative characteristics such as the professionalism and courtesy of support staff, as well as quantitative data such as response time to customer inquiries. DoubleClick’s achievement of 94.7% Customer Satisfaction for the audit period (compared to an industry average of 86.7% for non-SCP certified companies) contributed greatly to their achievement of SCP Certification, as did their emphasis on the professional development of its Support staff, with significant investment in staff training and employee program development.
DoubleClick clients echo the sentiment represented by the SCP Certification. “Service is very important to MTV Networks when it comes to managing our ad serving and it’s one of the primary differentiators offered by DoubleClick,” said Matthew Goldstein, vice president, advertising sales operations, MTV Networks. “The professionalism and expertise of the DoubleClick customer support team is a real selling point for the company, and it’s one of the main reasons we’ve been a client for so long.”
In addition to the SCP Certification, which recognizes the operational performance of the DoubleClick Customer Support team, DoubleClick support professionals have earned individual certifications: Certified Support Professionals and Certified Support Managers, through the SCP Career Certification program.
"DoubleClick met the rigorous requirements of the SCP Certification program through the dedicated efforts of the entire support team. Solid client-centric support processes and measurement systems ensure that customers receive consistent service delivery which was confirmed by excellent customer satisfaction levels," said Ben Stephens, Principal, Service Strategies Corporation. “A key component of DoubleClick's success is their focus on staff development and their build out of robust Employee-Focused programs."
About DoubleClick
DoubleClick provides technology and services that empower marketers, agencies and Web publishers to work together successfully. Our focus on innovation, reliability and insight enables clients to improve productivity and results. Since 1996, DoubleClick has empowered the original thinkers and leaders in the digital advertising industry to deliver on the promise of the rich possibilities of our medium. Today, the company’s DART and Performics divisions power the online advertising marketplace. Tomorrow, we will continue to enable clients to profit from opportunities across all digital advertising channels as consumers worldwide embrace them. DoubleClick has global headquarters in New York City and maintains 21 offices around the world to serve its more than 1500 clients.
About Support Center Practices (SCP) Certification The SCP Certification program defines best practices for delivering world-class technology support. The program quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes and provides a clear focus on measurable results. The world’s leading service and support providers use SCP Certification as a roadmap for service excellence and a measure of success. 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, toll free in North America 800.552.3058, email info@servicestrategies.com or visit www.scpcertification.com.
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