Certification recognises top-line support

GE Fanuc Automation's iGlobalCare support centre has earned the distinguished "Support Center Practices (SCP) Certification" for the second time.

GE Fanuc Automation's iGlobalCare support centre has earned the distinguished "Support Center Practices (SCP) Certification" for the second time.

This distinction is reserved for only those companies who can meet the rigorous customer support performance standards defined by the SCP programme.

"The certification process enables us to measure our support delivery against industry best practices", said Claire Cerrato, GE Fanuc's Director of iGlobalCare Products.

"Achieving SCP certification continues to demonstrate the dedication to our support centre's customers and the high value we place on meeting their needs".

SCP certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the SCP programme.

Certification measures factors such as customer satisfaction, corporate commitment and strategic direction, performance metrics and other key areas of the support operation.

Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual recertification audits.

The audit itself is a two-day activity that assesses every area of the support organisation, ensuring that best practices are in place and being followed, while preparation activities alone enable companies to fine-tune their organisation and make certain that world-class services are being provided to customers.

"By passing the rigorous requirements necessary to achieve SCP recertification, GE Fanuc has made it clear they are committed to delivering world-class support to their customers", said Jerry Concannon, SCP Auditor.

"During the SCP certification audit, GE Fanuc demonstrated its leadership in training as well as their ability to leverage traditional support tools and the latest technologies to deliver world-class technical support".

Further demonstrating GE Fanuc's commitment to delivering superior customer support, several members of the iGlobalCare team have received individual certification as well.

The CSM Professional Certification programme, designed for technical support managers and directors, was developed with more than 15 member companies of the Service and Support Professionals Association (SSPA) advisory board.

"Certified Support Manager" and "Certified Support Specialist" are designations held by associates at all levels of the support team, indicating these individuals have completed specialised coursework and have mastered the skills necessary for excellent customer support.

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