Rockwell Automation Technical Support Centers Worldwide Earn Prestigious SCP Certification | Automation.com

Rockwell Automation Technical Support Centers Worldwide Earn Prestigious SCP Certification

April 082004
Rockwell Automation joins elite group of organizations to achieve worldwide certification for customer support program

MILWAUKEE, April 8, 2004 — In its ongoing commitment to provide superior technological support and services to customers around the globe, Rockwell Automation today announced that all five of its worldwide Technical Support Centers have achieved certification under the prestigious Support Center Practices (SCP) Certification program.

SCP Certification quantifies the effectiveness of customer support based on a stringent set of performance standards designed to reflect best practices in the industry. Each SCP audit involves a complex range of evaluations, including an extensive audit of operations and customer satisfaction levels.

With the certification of its technical centers outside the United States,
Rockwell Automation joins the ranks of other leading technology companies that have

achieved the prestigious and sought-after SCP Certification. Currently, more than 200 technology support organizations around the world participate in the SCP program, and only three have received certification worldwide.

“As the only automation supplier to achieve SCP certification for all support centers worldwide, we are very pleased to receive independent validation for our commitment to superior customer support,” said Pat Babington, vice president, Customer Support Maintenance, Rockwell Automation. “This is an outstanding achievement for us, and it’s a real testament to the abilities, dedication and commitment of our technical support specialists who make up our worldwide support network. Through this network, we are able to provide a consistent level of support to companies with operations across the world. The ability to do so has become increasingly important as the global economy expands and becomes more integrated.”

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, measuring factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, and research and development. 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, Rockwell Automation has made it clear they are committed to delivering world-class support to their customers,” said Ben Stephens, SCP auditor. “During the SCP Certification audit, Rockwell Automation demonstrated a clear commitment to customer satisfaction and continuous improvement.”

The certified Technical Support Centers are located in a diverse range of regions worldwide: Cleveland, Ohio; San Paolo, Brazil; Melbourne, Australia; Haan Gruiten, Germany; and Milton Keynes, United Kingdom. In total, the centers employ 255 engineers who are on hand to serve more than 50,000 customers. Fielding more than 60,000 calls each month, the centers’ technical support specialists respond to each incoming call in an average of one minute, providing Rockwell Automation customers with timely, informed responses to questions and support needs.

About Support Center Practices (SCP) Certification
SCP Certification is an internationally recognized standard created by the Service & Support Professionals Association (SSPA) and a consortium of high-tech companies to create a recognized quality certification for support centers and to provide a method of benchmarking for support center practices. For more information about SCP Certification, visit the organization’s Web site at www.scpcertification.com.

About Rockwell Automation
Rockwell Automation (NYSE: ROK) is a world-leading provider of industrial automation power, control and information solutions that help customers meet their manufacturing productivity objectives. The company brings together leading brands in industrial automation for Complete Automation® solutions, including Allen-Bradley® controls and engineered services and Rockwell Software® factory management software, Dodge® mechanical power transmission products, and Reliance Electric® motors and drives. The company also is a leading provider of contact management technologies and applications that help companies more efficiently manage interaction with their own customers. Headquartered in Milwaukee, Wis., USA, the company employs about 22,000 people serving customers in more than 80 countries.




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