The SCP Standards quantify the effectiveness of customer technical and eSupport based upon a stringent set of performance standards and represents best practices in the industry.

Justin Russell, manager, technical support centres says, “Achieving the SCP Support and eSupport certifications has been a key milestone in the recent establishment of our regional Fuji Xerox eSupport strategy.

“The comprehensive criteria and standards defined within this standard are aligned to our divisional values and vision of Customer First and Continuous Improvement, ascertaining our continuous strive to set the benchmark in customer support in our industry.”

The SCP (Support Standard and eService Standard) is part of a suite of service capability and performance standards designed to improve the quality and effectiveness of technology service operations.

A consortium of leading technology companies and Service Strategies Corporation, created the internationally recognized standards, which define best practices for delivering world-class technology service and support, quantify performance levels and establish a foundation to build on existing quality processes.

Certification requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements of the programme.

Gordy Stauffer, SCP Auditor says, “By passing the rigorous requirements necessary to achieve SCP Certification, Fuji Xerox has made it clear they are committed to delivering world-class support / service to their customers. During the SCP audit, Fuji Xerox demonstrated a clear commitment to customer satisfaction and continuous improvement.”

Comment below to have your say on this story.

If you have a news story or tip-off, get in touch at editorial@sprinter.com.au.  

Sign up to the Sprinter newsletter