Media Contacts:
Diane Brundage, SVP Marketing & Volume Operations
SSPA
(408) 354-7136
dbrundage@thesspa.com
Paula Brici
McQUERTER
(858) 450-0030
pbrici@mcquerter.com
Top Technology Companies Recognized for Innovative Best Practices in
Service and Support Delivery
ADP Dealer Services, Cisco Systems, HP, Intuit, and Trend Micro
Receive Prestigious Peer Award from Leading Tech Industry Association
SAN DIEGO, Calif., March 22, 2005 - The Service & Support Professionals
Association (SSPA) has announced the winners of its SSPA STAR Awards for
Best Practices. The companies were recognized at a gala dinner and award
ceremony Monday evening, March 21, during the SSPA Best Practices
Conference & Expo in San Diego.
“SSPA STAR Awards for Best Practices recognize companies for developing,
refining, implementing, and benchmarking innovative business processes
for service & support delivery,” said Bill Rose, SSPA founder and
executive director. “The winners can be particularly proud as they were
selected by a committee of their peers.”
Winners of the SSPA STAR Awards for Best Practices are:
Best Practices in Support Technology: ADP Dealer Services
ADP Dealer Services won for their support technology deployment and
integration with other applications.
Best Practices in Self-Service: Cisco Systems, Inc.
Cisco Systems, Inc. won this award as their best practice resulted
in the most improvement in customer self-service use, success rates,
or other key performance metrics include case/call reduction,
customer satisfaction, etc.
Best Practice in Leveraging Customer Feedback: HP
This was given to HP for demonstrating the best use of customer
feedback throughout the support and product development processes.
Key performance metrics include: capturing and communicating
customer feedback throughout the organization, efficient escalation
processes, and customer advocacy.
Best Practices in Managing People: Intuit
Intuit won for demonstrating innovative best practices that resulted
in high employee satisfaction, low attrition rates, and other key
metrics.
Best Practices in Growing the Business: Trend Micro
This award was presented to Trend Micro for best practices in
detecting customer needs for additional services, recognizing sales
opportunities, defining new product features, and strengthening
customer relationships.
"Being recognized by the SSPA for Best Practices in Leveraging
Customer Feedback is a great honor and a reflection of HP's ongoing
dedication to improving the customer support experience," said Mohan
Garde, vice president, Customer Operations, HP. "By listening to
customers and leveraging their feedback to drive support programs, HP is
delivering a positive support experience to more customers than ever
before."
About the SSPA
With a membership of 24,000 professionals working in over 2,700 service
and support organizations worldwide, the Service & Support Professionals
Association (SSPA) is the leading advisory, community and education
trade group for the global tech support industry. SSPA’s core
constituents are the executives and managers responsible for service and
support operations, and overall customer relations, at the world's
leading IT companies. SSPA provides (1) research and expert analysis of
emerging business issues, (2) conferences, professional development, and
other curricula promoting industry best practices, (3) rigorous
certification and awards programs that identify and celebrate
exceptional customer service, and (4) active advocacy in the business
and IT press on issues important to service & support providers.
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