The Reynolds and Reynolds Company announced Nov. 6 that it has been recognized with a 2003 Service Quality Award from the Association for Services Management International (AFSMI). The prestigious award was presented on Oct. 28 in Reno, Nev., at AFSMI’s 33rd S-Business Education Summit and Expo.

AFSMI is a global organization dedicated to advancing the development of the high-technology services and support industry.

“It was very exciting and a great honor to accept this award on behalf of our outstanding field engineering team and Technical Assistance Center associates,” said Hector Ramos, Reynolds' vice president of customer services. “This award is a direct result of our people’s focus and dedication to serving and supporting customers. In recognition of this commitment, we have adopted as an internal motto, “Whatever it takes! We Serve!” Our customers have affirmed that commitment and the level of service we deliver.”

Reynolds field engineering and support teams are directly responsible for providing hardware installation and repair of computer equipment at automobile dealerships across the U.S. and Canada. Selection for the AFSMI Service Quality Award is based upon levels of satisfaction from customers, as well as measurements of service response, issue resolution, and other criterion. Competing against world-class companies to win the prestigious award, Reynolds won on the basis of its excellence in customer service and support.

“It is with great pleasure that AFSMI presented the Service Quality Award to Reynolds and Reynolds,” said John Schoenewald, CEO for the Association for Services Management International. “From issue resolution to overall customer satisfaction, Reynolds has exceeded stringent industry benchmarks for customer service and support. They have demonstrated a remarkable dedication to their customers and serve as a model to the industry.”

Currently, Reynolds field engineers average approximately seven years of experience. With extensive certification and training, the field engineers are equipped to diagnose and resolve Reynolds and non-Reynolds hardware issues. In customer service measurements, Reynolds has achieved:

• First visit fix rate of 90 percent versus an industry standard of 85 percent

  
  

  
  

• Fifty percent of critical field repairs responded to within 4 hours

  
  

  
  

• Customer satisfaction survey ratings exceeded 96 percent compared to an industry benchmark of 90 percent

  
  

  
  

  Recently, Reynolds’ customer support team also earned its fifth consecutive Software Technical Assistance Recognition (STAR) award and a Lifetime Achievement Award from Service & Support Professionals Association. The recognition elevated Reynolds to a distinction achieved by only a handful of companies around the world.

  
  

  About AFSM International

  
  

  The Association for Services Management (AFSM) International is a global, not-for-profit professional association dedicated to providing the educational programs and networking opportunities that enhance the success of executives, managers, professionals, and their companies involved in s-business.

  
  

  Founded in 1975, AFSM International’s membership represents more than 1,200 companies around the world in all sectors of business, education, and government.

  
  

  For more information about AFSM International, visit www.afsmi.org.

  
  

  About Reynolds and Reynolds

  
  

  Reynolds and Reynolds (www.reyrey.com) is a provider of integrated solutions designed to help automotive retailers manage change and improve their profitability.

  
  

  Serving the automotive retailing industry since 1927, Reynolds says it enables OEMs and retailers to work together to build the lifetime value of their customers. The company's product, service and training solutions include retail and enterprise management systems, Web and customer relationship management solutions, learning and consulting services, documents, data management and integration, networking and support and leasing services.

  
  

  Reynolds serves more than 20,000 customers comprising nearly 90 percent of the automotive retailers and virtually all OEMs doing business in North America. The Reynolds International Division serves automotive retailers and OEMs through Incadea AG and its partner network as well as a worldwide consulting practice.