Wind River Systems, Inc. (NASDAQ:WIND), the global leader in Device Software Optimization (DSO), announced that Wind River’s North America Support Operations Center has achieved certification for the second year running under the Support Center Practices (SCP) Certification program. SCP Certification sets the services best practices standard by quantifying the effectiveness of customer support based upon a stringent set of performance standards. As the only device software or embedded Linux vendor to achieve SCP certification, Wind River earned this recognition after successfully completing a two-day thorough audit of the processes and metrics at its Alameda, California-based Support Center.
“By passing the rigorous requirements necessary to achieve SCP Certification, Wind River has made it clear they are committed to delivering world-class support to their customers,” said Gordy Stauffer, SCP Auditor. “During the SCP audit, Wind River demonstrated a clear commitment to customer satisfaction and continuous improvement.”
SCP Certification, the internationally recognized standard created by a consortium of leading technology companies, and Service Strategies Corporation define best practices for delivering world-class technology 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 certified companies must prove that they have the processes in place to provide a fast and repeatable support experience with a high degree of satisfaction.
Companies are measured on 125 different criteria, across 12 categories, including Customer Feedback, Services Delivery and Performance Metrics. Audit criteria changes and becomes more stringent each year, requiring companies to pass annual on-site audits to retain their certification status.
“Being SCP certified for the second year in a row is testament to Wind River’s continued commitment to customer satisfaction. Since our first audit, we have seen our customer satisfaction level jump from 65% to 90%. This further validates Wind River’s world-class support services and keeps us aligned with industry best practices,” said Jim Jones, Director of Customer Support. “The re-certification process is critical in encouraging companies to constantly improve upon the level of services they offer, and speaks to the benefits our customers have when working with Wind River.”
Wind River joins a prominent roster of companies that have achieved the sought-after SCP Certification, including EMC, Lockheed Martin, McKesson, Network Appliance, Nokia and Rockwell Automation. Delivered via six major support centers and 21 additional support hubs worldwide, Wind River’s global customer support is a network of more than 150 engineers, with an average of ten years of device software experience. In addition to the global network, Wind River’s 24/7 interactive online support site provides customers with detailed product information, sample code, and the collective experience of the Wind River community.
About Wind River
Wind River is the global leader in Device Software Optimization (DSO). Wind River enables companies to develop, run and manage device software faster, better, at lower cost and more reliably. Wind River platforms are pre-integrated, fully standardized, enterprise-wide development solutions. They reduce effort, cost and risk and optimize quality and reliability at all phases of the device software development process, from concept to deployed product. Founded in 1981, Wind River is headquartered in Alameda, California, with operations worldwide. To learn more, call 1-800-872-4977.
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