Reynolds and Reynolds (Canada) Ltd.
announced Mar. 19 that its Mississauga Technical Assistance Centre (TAC) has
achieved certification under the Support Center Practices (SCP)
Certification program for the second consecutive year. Reynolds Canada
achieved certification after an extensive audit of its Mississauga, Ontario,
Canada TAC. According to the company, SCP Certification quantifies the effectiveness of customer
support based upon a stringent set of performance standards and represents
best practices in the industry."Our automotive retail customers expect quality service on every encounter
they have with our Technical Assistance Centre," said Pierre Blais, vice
president and general manager of Reynolds Canada. "Delivering consistent
service quality requires a complex system of training, metrics, tools and
quality processes. This SCP Certification ensures that we meet these
requirements and maintain the highest level of service and support to our
customers."The TAC provides support for the company's line of products
and services, including the Reynolds Generations Series, a new family of
solutions and services that helps automotive retailers and car companies
make better use of information, strengthen their relationships with
consumers and improve operational efficiencies, according to the company. The Reynolds Generations
Series will encompass more than 100 applications and services relating to
all aspects of dealership operations, including Web services, contact
management, sales management, finance and insurance, service and parts
operations, and business and employee management."The reach of the Reynolds Generations Series expands over the entire
dealership, making world-class support vital to a dealership's success,"
said Blais. "We are committed to delivering the best service for this new
family of solutions, just as we are committed to the continuous improvement
of our support organization."SCP Certification is an internationally recognized standard created by the
Service & Support Professionals Association (SSPA) and a consortium of IT
companies to create a recognized quality certification for support centers
and to provide a method of benchmarking for support center practices. SCP
Certification requires comprehensive on-site audits to confirm that
companies meet the requirements of over 100 business elements defined in the
SCP program. SCP Certification measures factors such as corporate commitment
and strategic direction, customer satisfaction, performance metrics,
research and development interface, and other strategic areas of the support
operation. Certified companies must continue to demonstrate their commitment
to excellence and high performance standards through annual re-certification
audits.
"By passing the rigorous requirements necessary to achieve SCP
Certification, Reynolds Canada has made it clear that they are committed to
delivering world-class support to their customers," said Greg Coleman, SCP
Auditor. "During the SCP Certification audit, Reynolds Canada demonstrated a
clear commitment to customer satisfaction and continuous improvement."Reynolds Canada joins the ranks of leading technology companies that have
achieved SCP Certification. Currently, over 80 companies representing over
200 support centers around the world are participating in the SCP program.
"SCP Certification has established itself as the global standard for service
quality and is being rapidly adopted by leading technology companies," said
Bill Rose, founder and executive director of the SSPA. "Reynolds Canada can
be proud to be placed among the industry leaders in service excellence
through their attainment of SCP Certification."The Support Center Practices Certification program was developed to address
service quality issues that affect the rapidly growing technology support
industry. The SSPA and thirty-five of its member companies created the
program along with Service Strategies Corporation. These companies
contributed their insight and perspective into defining the key elements
required for delivering world-class support. The SSPA is made up of over 500
technology companies and provides a value added forum
where service and support professionals share ideas and discuss developing
trends. For more information about SSPA, visit www.supportgate.com.Service Strategies Corporation is responsible for administering the SCP
Certification program and conducting on-site certification audits. For more
information about SCP Certification, contact Service Strategies Corporation
at 858.674.4864 or visit www.supportgate.com/scp.Reynolds and Reynolds (Canada) Ltd., headquartered in Mississauga, Ontario,
is a wholly owned subsidiary of The Reynolds and Reynolds Company, headquartered in Dayton, Ohio (USA). Reynolds and Reynolds is a provider of integrated information management solutions to the
automotive retailing marketplace. The company's services include a full
range of retail and enterprise management systems, networking and support,
e-business applications, Web services, learning and consulting services,
customer relationship management solutions, document management and leasing
services. To find out more about the company, its vision, products and
services, visit www.reyrey.com/auto/canada.
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