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Intellution Earns Prestigious Support Center Practices (SCP) CertificationCertification Recognizes Intellution for Delivering Top Quality SupportFoxborough, MA, – Intellution, an Emerson Process Management company and leading provider of industrial automation solutions, announced today that its iGlobalCareSM team has achieved certification under the prestigious Support Center Practices (SCP) Certification program. Intellution achieved certification after an extensive audit of their Foxborough, MA 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.“At Intellution, we understand that developing superior applications and software solutions is critical – but it’s only half of the total formula for success,” said Sheila Kester, Intellution’s vice president of support. “Delivering outstanding support resources – both online and offline – helps to ensure that our customers work both more efficiently and more effectively. The SCP Certification provides a very external, very prestigious endorsement of our commitment to support quality and we’re proud to have a support structure worthy of bearing the SCP logo.” SCP Certification is an internationally recognized standard devised by the Service & Support Professionals Association (SSPA) and a consortium of IT companies to create a recognized quality certification for Support Centers and to provide a method of benchmarking for Support Center practices. SCP Certification requires 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. "Intellution has made a strong commitment in improving the level of support provided to its customers by attaining SCP Certification," said Ben Stephens, SCP Senior Auditor. "By continuing to meet and exceed the requirements defined in the SCP Certification program, Intellution will continue to increase performance and improve the quality of service delivered to customers over the coming years." Intellution joins the ranks of leading technology companies that have achieved SCP Certification. Currently, over seventy-five companies representing approximately one hundred and sixty support centers around the world are participating in the SCP program. These companies include industry leaders such as CompuCom (CMPC), 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. In addition to joining the ranks of these prestigious companies, Intellution has earned even greater praise by excelling in several key categories of the SCP Certification Audit. Within the context of the audit, Intellution excelled in the areas of event surveys tied to representative and/or team performance, customer satisfaction tied to service management, problem case tracking system and electronic display monitors for support activity. As a result, Intellution will be featured in a “Best Practices” guide currently in production by the SCP. “SCP Certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies,” said Bill Rose, founder and executive director of the Service and Support Professionals Association (SSPA). “Intellution can be proud to be placed among the industry leaders in service excellence through their attainment of SCP Certification.” 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 thirty-five 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 is made up of over 500 of the world’s leading technology companies and provides a value added forum where service and support professionals share ideas and discuss developing trends. For more information about SSPA, visit http://www.supportgate.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 or visit http://www.supportgate.com/scp. About Intellution Founded in 1980, Intellution (Foxborough, MA) is a leading supplier of industrial automation software, with more than 145,000 installations worldwide. An Emerson Process Management business, Intellution provides an industry-standard software platform that collects, distributes, controls and manages information from the plant floor throughout the enterprise, supplying customers with scalable solutions that deliver increased productivity and return on investment. For more information visit www.intellution.com. About Emerson Process Management Emerson Process Management (www.emersonprocess.com), an Emerson business, is a leader in helping businesses to automate their production, processing and distribution components in the pharmaceutical, chemical, oil and gas, pulp and paper, power, food and beverage, and other industries. The company combines superior products and technology with industry-specific engineering, consulting, project management and maintenance services. Its brands include: Intellution; Fisher; Rosemount; Micro Motion; Performance Solutions; Westinghouse Process Control; PlantWeb®; DeltaVTM ; and AMS. About Emerson St. Louis-based Emerson (www.gotoemerson.com) is a global leader in bringing technology and engineering together to provide innovative solutions to customers in process control; electronics and telecommunications; industrial automation; heating, ventilating and air conditioning; and appliance and tools. Sales in fiscal 2000 were $15.5 billion. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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