Solution 6 Becomes First Provider of Software for Law Firms to Earn Prestigious Support Center Practices (SCP) Certification (email this article)

Solution 6 (ASX: SOH), the world’s leading provider of software for service organizations, today announced that its service support center has achieved certification under the prestigious Support Center Practices (SCP) Certification program. For the second year in a row, Solution 6 is the only provider of software for legal firms to earn SCP Certification.  Solution 6 received re-certification after an extensive audit of its support center. SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and best practices in the industry.

According to a recent customer satisfaction survey conducted in August, 2003, 95 percent of the support center’s customers reported being “highly satisfied” with the service they received. Solution 6 credits its response time as key factor in customer satisfaction. Solution 6 responded to 94.6 percent of customer calls within 15 minutes.  
“Earning the SCP Certification two years in a row further extends our leadership position in the legal market, and demonstrates our commitment to ensuring our customers’ continued success,” said Neil Gamble, Solution 6 Chief Executive Officer. “One of the driving factors of the Solution 6 culture is our employee’s dedication to deliver post- sales results that exceed pre-sales commitments. This prestigious honor truly recognizes our determination to provide industry-leading customer satisfaction.”

SCP Certification, an internationally recognized standard created with the Service & Support Professionals Association (SSPA) and a consortium of leading technology companies, defines key attributes critical to 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. SCP Certification requires a comprehensive on-site audit, confirming companies meet the requirements of the over 100 business elements defined in the program. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits.

“By passing the rigorous requirements necessary to achieve SCP Certification, Solution 6 has made it clear it is committed to delivering world-class support to their customers,” said Jerry Concannon, SCP Auditor. “During the SCP Certification audit, Solution 6 demonstrated a clear commitment to customer satisfaction and continuous improvement.”

Solution 6 is among the ranks of other leading technology companies that have achieved the prestigious and sought-after SCP Certification, including 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 approximately 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 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 www.scpcertification.com/.

About Solution 6
Solution 6 Holdings, Ltd. (ASX: SOH) is the world's leading provider of software for service organizations. The company provides business solutions to the world’s largest and most prominent global service providers, including Accenture, American Express, Clifford Chance, Computer Sciences Corporation, Deloitte Consulting, Ernst & Young, HP, KPMG LLP, SAP, Skadden Arps and Winston & Strawn. With three major regional centers—North America, Europe, and Asia Pacific—and over 1,000 professionals and 20 offices in 9 countries, Solution 6 has the largest global workforce focused on software for the services industry. The company serves over 680,000 users and 8,200 customers worldwide.