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Reynolds and Reynolds Re-Certified for the Third Consecutive Year through Support Center Practices ProgramReynolds’ Technical Assistance Center recognized for continued delivery of quality supportSeptember 10, 2002 – The Reynolds and Reynolds Company (NYSE: REY) today announced that its Technical Assistance Center (TAC) has achieved re-certification under the prestigious Support Center Practices (SCP) Certification program. Reynolds received this recognition for the third consecutive year after an extensive audit of its Dayton, Ohio 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. “This sends a strong message to our customers and the automotive industry that Reynolds and Reynolds regards the delivery of top quality service and support as essential,” said Scott Schafer, senior vice president of Reynolds Sales, Marketing and Services. “Achieving re-certification also validates that our support strategies remain on target as they match up favorably with the world-class service of other recognized support leaders in various industries.” SCP Certification, an internationally recognized standard created with the Service & Support Professionals Association (SSPA) and a consortium of leading technology companies, 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. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the program. In addition, certified companies must demonstrate their commitment to high performance standards through annual re-certification audits. “The Technical Assistance Center management team at Reynolds and Reynolds were terrific to work with,” said Dennis Fukuyama, SCP auditor. “With the same challenges as those facing the rest of our industry, this team has been successful in increasing its customers’ satisfaction over the previous year’s level. They have been successful in the eyes of their customers while being aggressive in increasing efficiencies and maintaining a spirited and dedicated workforce. Reynolds has a commitment to their customers that is reflected in every member of the TAC team.” In receiving re-certification, Reynolds and Reynolds is maintaining its status as a major player among the ranks of leading technology companies. Currently, over 80 companies representing approximately 200 support centers around the world are certified in the SCP program. “SCP Certification has established itself as the global standard for service quality and is rapidly being adopted by leading technology companies,” said Bill Rose, founder and executive director of SSPA. “By maintaining a high standard of excellence, and by achieving re-certification, Reynolds and Reynolds presents itself as one of the industry leaders in service, exemplifying its commitment to unparalleled business standards and consistent delivery of quality service.” The SCP Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The SSPA and 35 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 18,000 service executives in over 2,200 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.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 www.supportgate.com/scp. Reynolds and Reynolds (www.reyrey.com) is the leading provider of integrated solutions that help automotive retailers manage change and improve their profitability. With 75 years of experience serving automotive retailing, Reynolds enables car companies and retailers to work together to build the lifetime value of their customers. The company’s award-winning product, service and training solutions include a full range of retail and enterprise management systems, networking and support, e-business applications, Web services, learning and consulting services, customer relationship management (CRM) solutions, data management and integration, and leasing services. Reynolds serves more than 20,000 customers. They comprise 90 percent of the automotive retailers and virtually all car companies doing business in North America. Its CRM consulting practices span more than 20 countries around the world. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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