HOPKINTON, Mass. - March 17, 2008 -
EMC Corporation (NYSE:EMC), the world leader in information infrastructure solutions, today announced that its Global Services Customer Support Center in Hopkinton, Mass. has achieved certification under the prestigious Service Capability & Performance (SCP) Standards. EMC achieved certification under the SCP Support Standard after an extensive audit of its support center by Service Strategies Corporation., administrators of the SCP Standard. This marks the ninth consecutive year of EMC’s certification, only the fifth time in SCP history that this milestone has been achieved. The SCP Standard has become internationally recognized for its ability to quantify the effectiveness of customer support based upon a stringent set of performance standards and industry best practices.
“EMC has a strong commitment to provide the industry’s best Total Customer Experience (TCE). SCP certification is only one of the many initiatives we undertake to ensure superior customer support and adherence to industry best practices,” said Tony Kolish, Senior Vice President, EMC Global Services. “In addition to the Hopkinton Customer Support Center, EMC has previously achieved SCP certification for a number of other EMC Customer Support Centers including Burlington, Ontario, Canada; Cork, Ireland; and Sydney, Australia. We are very proud of this achievement and will continue delivering the highest standard of customer support.”
The SCP Support Standard requires organizations to meet specific criteria associated with delivering world-class technology service and support. Certification requires comprehensive on-site audits and annual recertification against more than one hundred business elements. A consortium of leading technology companies, and Service Strategies Corporation, created the SCP Standards in order to improve the quality and effectiveness of technology service and support operations.
“EMC continues to stand out as a leader in the area of technology service and support, as evidenced by the ninth consecutive certification of the North American support operation,” said Greg Coleman, Vice President of Strategic Programs for Service Strategies Corporation. “The company's continued certification against the rigorous requirements defined in the SCP Support Standard has made it clear they are committed to delivering world-class support and their customers are reaping the benefits.”
Headquartered in San Diego, CA, Service Strategies advances service excellence for quality-minded organizations by providing industry standards, strategic advisory services and career development solutions that ensure delivery of consistent, high-quality service and support. Service Strategies applies a proven benchmark process to its standards programs that measure and drive effectiveness for continuous service improvement. The world's leading service and support providers use Service Strategies' Service Capability & Performance (SCP) Standards as a roadmap for service excellence. For more information, visit www.servicestrategies.com, call toll free 800.552.3058, or email firstname.lastname@example.org.
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