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.