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CANDLE CUSTOMER SUPPORT EUROPE EARNS PRESTIGIOUS SUPPORT CENTER PRACTICES (SCP) RE-CERTIFICATIONCertification Recognizes Candle Corporation for Delivering Top-Quality Support for Second Consecutive YearCAMBERLEY, United Kingdom - September 24, 2001 -- Candle Corporation, a leading independent software company specializing in fast, flexible e-business solutions, today announced that its European Customer Support organization has achieved its second consecutive certification under the prestigious Support Center Practices (SCP) Certification program.Candle Customer Support Europe achieved certification after an extensive audit of the company’s Manchester, England and Munich, Germany, support centers. SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices within the technology support industry. “Achieving SCP Certification for the second consecutive year demonstrates Candle Corporation’s commitment to our customers and our vision,” said Mike Caruso, vice president, Candle Worldwide Customer Support. “The SCP program sets high standards that enable us to continue building a worldwide customer support organization and benchmark our practices against other industry leaders. We look forward to achieving SCP Certification in our North America and Asia Pacific support locations in the near future.” SCP 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 more than 100 business elements defined in the SCP program. 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. “By passing the rigorous requirements necessary to achieve SCP Certification, Candle has made it clear they are committed to delivering world-class support to their customers,” said Greg Coleman, SCP auditor. “During the SCP Certification audit, Candle demonstrated a clear commitment to customer satisfaction and continuous improvement.” Candle joins the ranks of leading technology companies that have achieved SCP Certification. More than 80 companies representing about 200 support centers around the world participate in the SCP program. These companies include industry leaders such as EMC Corp., Lockheed Martin, Lucent Technologies, Microsoft Ltd., Silicon Graphics Inc., Sybase Inc., and Xerox Corp., among others. “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 & Support Professionals Association (SSPA). “Candle can be proud to be placed among other industry leaders in service excellence through their attainment of 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 Candle Corporation Based in Los Angeles, California, Candle Corporation is one of the world’s largest independent global software and services companies. Serving more than 5,000 customers in 59 countries, Candle develops and markets more than 200 products and services that enable companies to create, integrate, manage and measure the effectiveness of their e businesses. Candle’s solutions provide the speed and agility that are mandatory for success in the world of e-business. For more information on Candle’s 25 years of experience in managing complex systems and applications, visit www.candle-Europe.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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