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CANDLE CUSTOMER SUPPORT EARNS PRESTIGIOUS SUPPORT CENTER PRACTICES (SCP) CERTIFICATIONCertification Recognizes Candle for Delivering Top-Quality SupportLos Angeles, Calif. – December 14, 2001 -- Candle Corporation, the systems management and business integration company, today announced that its Americas Customer Support organization has achieved certification under the prestigious Support Center Practices (SCP) Certification program.Certification was achieved after an extensive audit of the company’s Los Angeles Customer Support location. 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 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 have now received SCP Certification on two continents. Our second consecutive certification was achieved in our European Customer Support organization in July 2001. We look forward to achieving SCP Certification in our Asia Pacific support location 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 recertification 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. “SCP Certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies,” said Bill Rose, SSPA founder and executive director. “Candle can be proud to be placed among other industry leaders in service excellence through their attainment of SCP Certification.” 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 Corp. These companies contributed their insight and perspective into defining the key elements required for delivering World-Class support. The SSPA comprises more than 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 www.supportgate.com. Service Strategies is responsible for administering the SCP Certification program and conducting on-site certification audits. For more information about SCP Certification, contact Service Strategies at 858.674.4864 or visit www.supportgate.com/scp. About Candle Corporation Candle Corporation is the systems management and business integration company. Through its software and services, Candle empowers companies to manage the performance and availability of critical information technology systems and business applications, as well as build and integrate enterprise and e-business applications. Since 1976, the Global 2000 have turned to Candle for help in getting the most out of their IT investments. With more than 5,000 customers in 56 countries, Candle is one of the world's largest independent software and services companies. For more information, visit www.candle.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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