Reynolds and Reynolds (Canada) Ltd. announced that its Mississauga Technical Assistance Centre (TAC) has achieved certification under the Support Center Practices (SCP) Certification program. For the third consecutive year, Reynolds Canada says it achieved certification following an extensive audit of its Mississauga, Ontario 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. Reynolds and Reynolds, which has additional TAC locations in Dayton, Ohio and Irvine, Calif., USA, and Montreal, Quebec, says it is the only automotive retail dealership systems provider to achieve this certification.

"As a true leader in automotive retailing technology and services, Reynolds Canada is committed to providing industry-leading, best-in-class service and support to our automotive retailing customers," said Pierre Blais, vice president and general manager of Reynolds Canada. "This third-consecutive certification sends a strong message to our customers and the industry that we regard the delivery of top quality service and support as essential."

The company says SCP Certification, an internationally recognized standard created with the Service & Support Professionals Association (SSPA) and a consortium of leading technology companies, defines best practices for delivering world-class technology support. The program quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of the over 100 business elements defined in the program. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits.

"By passing the rigorous requirements necessary to achieve SCP Certification, Reynolds Canada has made it clear they are committed to delivering world-class support to their customers," said Dennis Fukuyama, SCP auditor. "During the SCP Certification audit, Reynolds Canada demonstrated a clear commitment to customer satisfaction and continuous improvement."

"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 (SCP)
Certification program was developed to address service quality issues that affect the technology support industry. The SSPA and 40 of its member companies created the program along with Service Strategies Corporation. The SSPA represents over 20,000 service executives in over 2,400 support centers worldwide. The SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. For more information about SSPA, visit www.theSSPA.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, email info@servicestrategies.com or visit www.scpcertification.com.

Reynolds and Reynolds (Canada) Ltd. (www.reyrey.com/canada), 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 solutions that help automotive retailers manage change and improve their profitability. With 75 years of experience serving automotive retailing, Reynolds enables car companies and retailers to work together to build the lifetime value of their customers. The company's software, service and training solutions include a full range of retail and enterprise management systems; networking and support; e-business applications; Web services; learning and consulting services; CRM solutions, document and data management and leasing services. Reynolds serves more than 20,000 customers comprising 90 percent of the automotive retailers and virtually all car companies in North America. It conducts CRM consulting services on five continents.