Progress Earns Certification Under the Prestigious Service Capabilities & Performance (SCP) Standards
Certification Recognizes Progress for Delivering Top Quality Service / Support
Bedford, Mass.
14-Jun-2012
Progress Software Corporation (NASDAQ: PRGS), a leading software provider that enables enterprises to be operationally responsive, that its Global Field Operations (GFO) Customer Support organization has earned certification under both the prestigious Service Capability & Performance (SCP) Standards and Electronic Service Capability & Performance (eSCP) Standards. These Standards quantify the effectiveness of customer support and the team’s ability to provide that support electronically based upon a stringent set of performance standards and represent best practices in the industry.
The Service Capability & Performance (SCP) Standards are designed to improve the quality and effectiveness of support, field service and professional service operations. A consortium of leading technology companies, along with Service Strategies Corporation created the internationally recognized standards, which define best practices quantify performance levels, and establish a foundation to continuously improve business processes. Achieving certification under the standards requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements defined by the standards.
Carol Esau, vice president, Global Customer Support, Progress Software, noted: "We are extremely pleased to have earned re-certification and to have earned our certification on eSCP. We made a major investment in our electronic services over the past year and this underscores the value of that effort and investment. Together these certifications demonstrate Progress Software’s commitment to delivering a consistent support experience to our customers that is of the highest quality in the industry."
Since becoming certified, Progress’ Customer Satisfaction rate has risen from 87% to 92%. This increase demonstrates Progress’ commitment to quality and a focus on the customer’s experience.
"Progress Software continues to display a remarkable dedication to delivering the highest quality of service to their customers. The recent certification of the company's global Customer Support organization against the SCP Standards for the second consecutive year is a testament to that dedication," said Greg Coleman, vice president of Strategic Programs for Service Strategies. "Progress demonstrated a clear focus on quality through improvement in a wide array of business factors evaluated during the certification audit. In addition to certifying the global support operation, the company also attained certification for it's online support services for the first time, and becomes one of a select few companies to do so. It is clear that Progress is working diligently to deliver world-class support to it's customers through a wide array of service channels."
Created by a consortium of leading technology companies and Service Strategies Corporation, the SCP and eSCP Standards are designed to improve service quality and effectiveness. These standards, which address customer support, e-service, field service, and professional service disciplines, define best practices for delivering world-class service and support, quantify performance levels, and establish a framework for continuous improvement. Certification requires comprehensive annual audits to confirm that companies can consistently meet program requirements.
Progress joins the ranks of leading technology companies certified under the SCP Standards. Currently, over two hundred organizations in more than twenty five countries around the world are using SCP Standards to improve their business. These companies include industry leaders such as Lockheed Martin Corporation, McKesson Corporation, Mentor Graphics, Halliburton Landmark, Teradata, Websense, Wind River, NetApp, and EMC.
About Progress Software Corporation
Progress Software Corporation (NASDAQ: PRGS) is a global software company that enables enterprises to be operationally responsive to changing conditions and customer interactions as they occur – to capitalize on new opportunities, drive greater efficiencies and reduce risk. The company offers a comprehensive portfolio of best-in-class infrastructure software spanning event-driven visibility and real-time response, open integration, data access and integration, and application development and deployment – all supporting on-premises and SaaS/Cloud deployments. Progress maximizes the benefits of operational responsiveness while minimizing IT complexity and total cost of ownership. Progress can be reached at www.progress.com or +1-781-280-4000.
Progress is a trademark or registered trademark of Progress Software Corporation or one of its subsidiaries or affiliates in the U.S. and other countries. Any other trademarks contained herein are the property of their respective owners.
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