Re-certification by SCP affirms that Invensys is responding to feedback and making continuous improvements to maintain the company's world-class customer support levelsFOXBORO, Mass. and LAKE FOREST, Calif. - July 7, 2004 - Invensys announced today that the company's Customer Satisfaction Center in Foxboro, Mass. and Technical Support Center in Lake Forest, Calif. have achieved certification under the prestigious Support Center Practices (SCP) certification program for the second consecutive year. SCP certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the support industry. The Foxboro center provides first-line support for Avantis, Eurotherm, Foxboro, SimSci-Esscor, and Triconex customers. The Lake Forest center supports Wonderware customers. "Invensys is committed to continuously improving customer satisfaction levels throughout the organization," said John Eva, vice president of customer service at Invensys Process Systems. "We listened to customers and SSPA to learn what we needed to improve. The SCP audit and our customer satisfaction survey results show that we have listened, implemented changes and significantly improved our service delivery processes."According to Mike Pring, vice president of customer satisfaction for the Wonderware and ArchestrA business units of Invensys, Wonderware is committed to delivering the highest level of service and support to manufacturing and industrial automation software users."Being awarded SCP certification reaffirms Wonderware's commitment to customer satisfaction," Pring said. "Wonderware places a great deal of importance on satisfying customer needs, and service and support is key to overall customer satisfaction." SCP certification, an internationally recognized standard created with the Service & Support Professionals Association (SSPA), a consortium of leading technology companies and the Service Strategies Corp., defines best practices for delivering world-class technical 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 the more than 100 business elements defined in the program. Certified organizations must demonstrate their continued commitment to high-performance standards through annual re-certification audits.About Support Center Practices (SCP) CertificationThe Support Center Practices (SCP) certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The SSPA and 40 of its member companies created the program along with the Service Strategies Corp. These companies contributed their insight and perspective into defining the key elements for delivering World Class support. The SSPA represents over 23,500 service professionals in more than 2,700 support centers worldwide. Service Strategies Corp. is responsible for administering the SCP certification program and conducting on-site certification audits. For more information about SSPA, visit www.theSSPA.com or contact 858.674.4864, e-mail [email protected]. For more information about SCP certification, visit www.scpcertification.com.About Invensys Process SystemsProcess Systems, a business unit of Invensys plc, provides products, services and solutions, for the automation and optimization of industrial process plants. Invensys Process Systems includes industry-leading brands such as Foxboro, Triconex, SimSci-Esscor, Wonderware, and Avantis, whose products are installed in more than 100,000 plants across the world. These range from small batch and hybrid plants to the world's largest refineries, gas plants, petrochemicals plants, power plants, and pulp and paper mills. Process Systems is in the forefront of technological innovation, with award-winning technologies such as the ArchestrA software architecture.The Invensys Group (www.invensys.com) is headquartered in the UK and listed on the London Stock Exchange. With 35,000 employees operating in 60 countries, Invensys helps customers to improve their performance and profitability, building value for end users and shareholders alike.
Did you enjoy this great article?
Check out our free e-newsletters to read more great articles..
