Mercury Interactive Corporation, the global leader in business technology optimisation (BTO), announced that the Mercury Customer Support Organisation has achieved its sixth consecutive certification under the prestigious Support Centre Practices (SCP) Certification programme. SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry.
"The Mercury Customer Support Organisation is focused on providing ongoing excellent service to our customers," said Patrick Saeger, vice-president of customer support at Mercury. "Receiving the SCP Certification for the sixth consecutive year is a testament to Mercury`s setting the standard for enterprise software customer service."
SCP Certification, an internationally recognised standard created with the Service & Support Professionals Association (SSPA), a consortium of leading technology companies, and Service Strategies Corp, defines best practices for delivering world-class technology support.
The programme 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 programme. Certified organisations must demonstrate their continued commitment to high performance standards through annual re-certification audits.
"Mercury has clearly demonstrated that they are dedicated to delivering world-class support to their customers year over year," said Greg Coleman, vice-president of Service Strategies Corporation. "The SCP`s rigorous audit process validates the effectiveness of Mercury`s support processes, their leading-edge use of the Internet and their global best practices."
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The SCP Certification programme defines best practices for delivering world-class technology support. The programme 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 programme.
Certified organisations must demonstrate their continued commitment to high performance standards through annual re-certification audits. Service Strategies Corporation is responsible for administering the SCP Certification programme and conducting on-site certification audits. For more information about SCP Certification, contact Service Strategies Corporation at 858.674.4864, toll-free in North America 800.552.3058, email info@servicestrategies.com or visit www.scpcertification.com.
Mercury Interactive
Mercury Interactive (NASDAQ: MERQ), the global leader in business technology optimisation (BTO), is committed to helping customers optimise the business value of information technology. Founded in 1989, Mercury conducts business worldwide and is one of the fastest growing enterprise software companies today. Mercury provides software and services to govern the priorities, people, and processes of IT; deliver and manage applications; and integrate IT strategy and execution.
Customers worldwide rely on Mercury offerings to improve quality and performance of applications and manage IT costs, risks and compliance. Mercury BTO offerings are complemented by technologies and services from global business partners. For more information, please visit www.mercury.com.
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