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Speedware Earns Third Consecutive Certification for its World-Class Technical SupportMONTREAL, QUEBEC - September 20, 2002 - Speedware Corporation (TSX: SPW), a global provider of innovative software tools and services for the business intelligence, development technology and wireless Internet markets, today announced that its technical support center has earned its third consecutive certification under the prestigious Support Center Practices (SCP) Certification program. Speedware was awarded this highly regarded certification after an extensive audit of its customer support center based in its Montreal headquarters. Speedware’s latest certification results reflect a level of performance that exceeds the SCP compliance requirements and is well above the benchmark average for the community of certified centers.SCP Certification is an internationally recognized standard created 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. "Achieving strong levels of performance and striving to continuously improve our technical support services are a priority at Speedware," said Maria Anzini, Director of Worldwide Customer Service and Product Support at Speedware. “We are very proud to have been awarded SCP certification for the third consecutive year. Strong technical support is at the forefront of Speedware’s strategic direction and we feel that the strength with which a product is supported can distinguish a vendor in an increasingly competitive market space.” Speedware was awarded very high marks in a number of areas covered during the audit of the Montreal support center. Areas such as customer feedback, total quality management, employee development programs, and corporate communications were all rated above industry benchmarks. “The Speedware Tech-Centre consistently demonstrates a strong level of performance relative to the criteria defined in the SCP program,” said Gordy Stauffer, SCP program auditor. “Knowledge management and customer interface systems are excellent at Speedware, and their staff development programs and inter-departmental communications are exceptional.” Interestingly, the strength of Speedware’s ability to represent its performance metrics in the form of charts and reports was noted. Speedware uses its own suite of reporting and analytics software to measure its performance. “Speedware has been integral to our success,” added Dave Kemp, Chief Technology Officer at OPENonline. “They consistently provide excellent technical support to our organization – the best I have ever experienced.” OPENonline provides access to national public records and proprietary information through a user-friendly search and delivery system built using the Speedware Autobahn II web development tool. An ever-growing number of leading government organizations, corporations and professionals depend on OPENonline to deliver key information. About Speedware Speedware Corporation Inc. (TSX: SPW) is a leading provider of application development technology, business intelligence software and wireless Internet solutions. With headquarters in Montreal and a distribution network spanning 35 countries, Speedware offers market leaders the end-to-end solutions they require to achieve their business objectives and enhance their competitive advantage. Celebrating over 25 years in business, Speedware provides professional consulting services and award-winning support to ensure its customers’ ongoing success. For more information, visit Speedware Corporation at www.speedware.com. 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 represents over 17,000 service executives in over 2200 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.scpcertification.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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