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Intuit Customer Support Earns Prestigious Support Center Practices Certification
Certification Recognizes Intuit for Delivery of World Class Support
Intuit Inc. (NASDAQ: INTU) announced today that its Customer Support organization has received certification for the second consecutive year under the prestigious Support Center Practices (SCP) Certification program. Service Strategies Corporation awarded SCP certification to Intuit for world class, quality support after extensive audits of their Tucson-based support center. SCP certification quantifies the effectiveness of customer support centers based upon a stringent set of performance standards and represents best practices in industry.Intuit's Tucson-based support organization provides support for Quicken®, Intuit's leading personal financial software; QuickBooks®, the most popular small business accounting software; the QuickBooks Basic Payroll Service, a do-it yourself payroll solution in QuickBooks; QuickBooks Site Solutions, a Web site creation tool; the QuickBooks Professional Advisor Program, a program designed for accounting professionals supporting QuickBooks users; and TurboTax®, best-selling desktop personal tax preparation software.
"While Intuit's software products have long been heralded for their ease-of-use, many customers contact us for more information on how to use a specific feature or how to get the most out of our products," said Paul Vaillancourt, vice president and general manager, Small Business Service Delivery at Intuit. "Attainment of SCP certification shows our customers that we have high-quality support to back up our high-quality software."
The SCP certification program was developed to address service quality issues that impact the rapidly growing technology support industry. Thirty-five leading high technology companies from across North America and Europe developed the program along with the Software Support Professionals Association (SSPA) and Service Strategies Corporation. These companies contributed their insight and perspective into defining the key elements required for delivering world class support.
"Intuit has consistently demonstrated their commitment to customers through the SCP certification audit process," said Greg Coleman, principal and vice president of Certification for Service Strategies Corporation. "The company clearly excelled in several areas, including electronic service delivery, total quality management and overall corporate commitment."
Service Strategies Corporation conducts comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the SCP program. SCP certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.
"Our performance was rated strong across the board and exceeded program requirements in a number of key areas," said Jeanne Rhodes, director, Quicken Service Delivery at Intuit. "Intuit's dedication to providing ongoing support excellence is demonstrated by its commitment to achieving re-certification on an annual basis."
Currently, over seventy-five companies representing approximately one hundred and thirty five support centers around the world are participating in the SCP program. These companies include industry leaders such as Intuit Inc. (INTU), Xerox Corporation (XRX), Lucent Technologies (LU), Mentor Graphics Corporation (MENT), Silicon Graphics Inc (SGI), Lockheed Martin Inc. (LMT), Microsoft Ltd. Europe, and Sabre Inc. (TSG), among others.
"SCP certification has established itself among the world's leading technology companies as the global standard for service quality," said Bill Rose, founder and executive director of the SSPA. "Once again Intuit has demonstrated their ability to deliver top quality support through their achievement of certification."
About Service Strategies Corporation
Service Strategies Corporation (SSC) enjoys worldwide recognition working with the over 500 member companies of the Software Support Professionals Association (SSPA). The company is responsible for administering the Support Center Practices (SCP) Certification program and conducting on-site certification audits. In addition, the company delivers training and consulting services for the technology support industry. For more information contact Service Strategies Corporation at 858.674.4864 or visit the company's web site at www.servicestrategies.com. For more information on the Software Support Professionals Association (SSPA), visit www.supportgate.com.
About Intuit Inc.
Intuit Inc. (NASDAQ: INTU) is the leader in e-finance, including financial software and Web-based services. Intuit develops and markets Quicken®, the leading personal finance software; TurboTax®, the best-selling personal tax preparation software; and QuickBooks®, the most popular small business accounting software. Intuit's Quicken.comTM Web site (www.quicken.com) is a leading financial Web site, offering a comprehensive set of financial news, information and tools, including insurance, mortgage, investment and tax preparation services. Intuit's products and services enable individuals, small businesses and financial professionals to better manage their financial lives and businesses.
Editorial Contact:
John Hamilton
Service Strategies Corporation
858.674.4864
jhamilton@servicestrategies.com
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