HOPKINTON, Mass - April 09, 2009 -
EMC Corporation(NYSE:EMC), the world leader in information infrastructure solutions, today announced that its Global Services Customer Support Centers have achieved certification under the prestigious Service Capability and Performance (SCP) Support Standard, for the tenth consecutive year.EMC achieved certification after an extensive audit of its Hopkinton, Mass; Pleasanton, Calif.; Burlington, Ontario, Canada; Cork, Ireland; and North Ryde, New South Wales, Australia Support Centers. EMC is among only five companies that have achieved ten consecutive years of SCP certification.The SCP Support Standard quantifies the effectiveness of customer service and support based upon a stringent set of performance standards and industry best practices.
The SCP Support Standard is part of a suite of service capability and performance standards designed to improve the quality and effectiveness of technology services operations. A consortium of leading technology companies, along with the Association for Services Management International and Service Strategies Corporation, created the internationally recognized standards, which define best practices for delivering world-class technology services and support, quantify performance levels and establish a foundation to build on existing quality processes.Certification requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements of the program.
"EMC's use of best practices, coupled with its suite of online support tools, remote change management offerings and innovative remote diagnostics, are establishing EMC as a leader in deploying next-generation service delivery programs," said Greg Coleman, Vice President of Strategic Programs for Service Strategies Corporation."EMC is one of the first companies to take significant steps to drive green IT and energy efficiency initiatives throughout its global service and support operations. These efforts, combined with passing the rigorous requirements necessary to achieve SCP certification, make it clear that EMC is committed to delivering world-class service and support to its customers."
The EMC service delivery model, based on the SCP Support Standard, incorporates business intelligence and analytic tools to improve customer service delivery, as well as service consistency and quality.Preventive and proactive customer support is delivered through innovative remote diagnostic tools that monitor systems for issues so EMC can intervene before problems escalate.Online support tools, including knowledgebase search, live chat, interactive customer support forums, and full-featured service request management tools, empower customers to assume greater control of their support experience.In addition, utilization of remote service capabilities helps reduce carbon emissions and supports EMC’s sustainability programs for energy efficiency.For more about EMC’s environmental commitment, visit www.emc.com/about/global-citizenship/environmental-commitment/index.htm
"EMC’s goal is to deliver the best possible total customer experience and to help customers maximize the value of their information infrastructure," said Tony Kolish, Senior Vice President, EMC Global Services."By applying innovative analytics and business intelligence tools, we are positioned to intervene before problems escalate, provide faster time to issue resolution and maximize information availability.The flexibility of our blended service delivery model and multiple support options are designed to meet the individual organizational needs of our customers and provide the agility to implement and deploy technology more quickly. Our ten consecutive years of SCP certification is validation of our commitment to outstanding customer support and service excellence."
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