The Rockwell Automation support centre achieved certification for the third consecutive year with improved scores after an extensive audit of its operations and customer satisfaction levels. In the final report, the auditor complemented Rockwell Automation on its service levels, saying: 'The audit results show an outstanding performance.'
SCP Certification quantifies the effectiveness of customer support based upon a stringent set of performance standards representing best practice in the industry.
Reassuring for customers:
"The Allen-Bradley and Rockwell Software brands have always been well known for the quality of their technical support," says Steve Norton, Rockwell Automation service performance manager. "It is reassuring for our customers to have independent confirmation that we are not only maintaining, but improving on the high standards they have come to expect."
The Kiln Farm facility is one of two Rockwell Automation European support centres. It provides centralised multilingual technical support for whole of Western Europe and Scandinavia, including the UK, Ireland, France, Belgium, The Netherlands, Denmark, Sweden, Spain, Norway, Finland, Iceland and South Africa. A second support centre in Germany covers the Germanic countries, Italy and Eastern Europe.
Customers in each country dial a local telephone number and an advanced automated telephone system directs them to the engineer with the necessary language and product skills.
Six languages:
Engineers from all over Western Europe have been brought together at Kiln Farm to form a 30-strong team of experts able to answer technical customer enquiries on Rockwell Automation products and software in six languages. Their wide personal knowledge and experience, combined with access to extensive database systems and 'hands-on' product use within a specially constructed laboratory, ensures a very high level of problem resolution.
Rockwell Automation's Telephone Technical Support operates from 8.00am to 5.00pm, Monday to Friday, although 24/7 support is available as part of a Support Agreement. Customers can also access technical support by email.
"If the engineer taking the call doesn't have the in-depth knowledge of the product required to answer a particular query, there is always someone in the centre who does," says Norton. "We receive on average 5,000 to 6,000 telephone calls each month, and 73% of these queries are resolved on the same day. We also receive around 400 emails per month, and aim to respond to each of these within the hour."
SCP Certification defines best practices:
SCP Certification, an internationally recognised standard created with the Service & Support Professionals Association (SSPA) and a consortium of leading technology companies, defines best practices for delivering world-class technology support. The programme 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 the over 100 business elements defined in the program. Certified organisations must demonstrate their continued commitment to high performance standards by annual re-certification audits.
"By passing the rigorous requirements necessary to achieve SCP Certification, Company has made it clear they are committed to delivering world-class support to their customers," said Steve Brand, the SCP auditor. "During the SCP Certification audit, Rockwell Automation demonstrated a clear commitment to customer satisfaction and continuous improvement."
Rockwell Automation is among 200 other leading technology companies that have achieved the prestigious and sought-after SCP Certification, including Lawson Software, Lockheed Martin Incorporated, PeopleSoft Incorporated, McKesson Corporation, Mentor Graphics Corporation, Network Appliance Incorporated and Xerox Corporation.
Contact: Jennie Holmes
Rockwell Automation Ltd.,
Pitfield, Kiln Farm,
Milton Keynes MK11 3DR
Tel: 0870 242 5004
Fax: 01908 839696
Email: jholmes@ra.rockwell.com
Web: www.rockwellautomation.co.uk
And: www.scpcertification.com
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