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Date Posted: 10/13/2004
Customer Support of Timberline, a Best Software Company, Achieves Fourth Consecutive Support Center Practices (SCP) Certification
The coveted certification signifies continued improvement and clear commitment to providing support that is rated among world-class service providers.
Beaverton, Oregon - October 13, 2004 - Best Software announced today that Timberline, a Best Software company, part of The Sage Group, plc, has repeated its achievement of Support Center Practices (SCP) Certification, marking the fourth consecutive year that Timberline’s customer support center has earned the certification. As an internationally recognized standard, SCP Certification ensures that Timberline customers can expect a level of service that is comparable to the best in the business.
SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of more than 100 business elements defined in the SCP program. SCP Certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.
“The recognized quality of Timberline’s customer support has become a leading factor that helps set Timberline Office apart from other construction and real estate software vendors,” said Timberline President and General Manager Curtis Peltz. “Our customers continue to give us high marks for service satisfaction and we will maintain that level of performance with our commitment to continuous customer service improvements.”
SCP Certification also demonstrates the tradition of providing first-rate customer support within the Best Software family of products for small and medium-sized businesses. In addition to Timberline, five other Best Software support centers hold the designation.
“SCP Certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies,” said Greg Coleman, vice president of certification, Service Strategies Corp. “These customer support centers of Best Software can be proud to be placed among the industry leaders in service excellence through their attainment of SCP Certification.”
Within Best Software, customer support centers in Irvine, Calif. (supporting MAS 90/200, MAS 500, and BatchMasterPFW), Rocklin, Calif. (supporting BusinessWorks) and Atlanta (Peachtree and DacEasy) have continuously held SCP Certifications since 1998, 1999 and 2001, respectively. The company’s Herndon, Va. and St. Petersburg, Fla. support centers (supporting FAS, Abra and Time Tracking) and the Atlanta center’s support for Timeslips all achieved SCP Certification in July 2004.
Timberline’s certification is the latest in several achievements by its client services department. In 2001, Timberline’s client services became the first-ever department to achieve SCP Certification in the construction and real estate software industry. More recently, its support center was named as one of nine worldwide recipients of the 2004 Global Call Center of the Year Awards, announced in September at the first Annual Call Center Exhibition (ACCE) in Seattle, and was a finalist for the 2004 Software Technical Assistance Recognition or STAR Award for sustained performance in customer support, from the Software Support Professionals Association (SSPA).
Timberline develops and services Timberline Office, an integrated suite of financial and operations software for construction and real estate professionals. Additional information can be viewed at www.timberline.com.
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 40 of its member companies created the program along with Service Strategies Corporation. These companies contributed their insight and perspective into defining the key elements required for delivering World Class support. Service Strategies Corporation is responsible for administering the SCP Certification program and conducting on-site certification audits. For more information about SCP Certification, contact Service Strategies Corporation at 858.674.4864, email info@servicestrategies.com or visit http://www.scpcertification.com/.
About Best Software, Inc.
Best Software offers leading business management products and services that give more than 2.3 million small and mid-sized customers in North America the insight for success throughout the lives of their businesses. Its parent company, The Sage Group plc (London: SGE.L), supports 4.3 million customers worldwide. For more than 25 years, Best Software has delivered easy-to-use, scalable and customizable applications through its portfolio of leading brands, including Abra, ACCPAC, ACT!, BusinessVision, CPASoftware, FAS, MAS 90, MAS 200, MAS 500, MIP, Peachtree, SalesLogix, Timberline, among many others. For more information, please visit the Web site at www.bestsoftware.com/moreinfo or call (866) 308-BEST.
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