April 25, 2003 — Invensys announced that the company’s Customer Satisfaction Center in Foxboro, Mass., and Technical Assistance Center in Lake Forest, Calif., have achieved certification under the stringent Support Center Practices (SCP) Certification program.
The Foxboro center provides first-line support for Avantis, Eurotherm, Foxboro, I/A Series, SimSci-Esscor, and Triconex customers. The Lake Forest center supports Wonderware customers.
“Invensys is committed to continuously improving customer satisfaction levels throughout the organization. This certification for both the Foxboro and Lake Forest support centers helps to demonstrate the tangible investments Invensys has made in world-class technical support, which is a cornerstone for customer satisfaction,” commented Leo Quinn, chief operating officer of the Production Management division of Invensys.
SCP Certification, an internationally recognized standard created with the Service & Support Professionals Association (SSPA) and a consortium of technology companies, defines best practices for delivering world-class technical 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 more than 100 business elements defined in the program. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits.
About Support Center Practices (SCP) Certification
The Support Center Practices (SCP) Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The SSPA and forty of its member companies created the program along with the Service Strategies Corporation. The companies contributed their insight and perspective into defining the key elements required to delivering World Class support.
Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents more than 20,000 service professionals at 2,400 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support vendors.
Invensys is a provider of production technology. The group helps customers improve productivity, performance and profitability using services and technologies and a deep understanding of their industries and applications.
Invensys Production Management works closely with customers to increase performance of production assets, maximize return on investment in production and data management technologies and remove cost and cash from the supply chain. The division includes APV, Avantis, Eurotherm, Foxboro, IMServ, SimSci-Esscor, Triconex and Wonderware. These businesses address process and batch industries – including oil and gas, chemicals, power and utilities, food and beverage, and personal health care – and the discrete and hybrid manufacturing sectors.
Invensys operates in more than 60 countries, with its headquarters in London. For more information, visit www.invensys.com.