IBM Internet Security Systems (ISS) was the first enterprise security company to achieve the prestigious Service Capabilities & Performance (SCP) certification at all levels.
Highlights
Our commitment to maintain customer satisfaction by offering customized support
Implementation of customer feedback initiatives to stay in touch with your needs
Faster response times to your inquiries and requests for assistance
Provision of additional options for follow-up requests
Staff training programs to ensure ISS analysts are always prepared to assist you
Continuous efforts to streamline your technology experience with ISS
Adherence to a proven benchmark process to ensure ongoing service improvements
How IBM ISS SCP Certification Benefits You
This certification demonstrates ISS' commitment to deliver high-quality customer service, and is based upon adherence to a stringent set of performance standards and industry best practices.
SCP Certification Requirements
To achieve SCP certification, IBM ISS was evaluated on 11 major criteria comprised of over 100 business elements.
Customer feedback
Service delivery processes
Performance metrics
Training programs
People programs
Corporate commitment and strategic directions
Productivity tools
Electronic service delivery
Total quality management
R&D interface
Sales interface
Financial Management
IBM ISS - A Commitment to Excellent Customer Service
IBM ISS' commitment to the SCP certification program reflects our commitment to deliver the best possible service to our most important assets: you, our customers.
As an IBM ISS customer, you have already come to expect reliable and timely service in every encounter with our professional support services team. Our SCP Certification translates into an even deeper service commitment to you.
About SCP Certification
The SCP certification program is managed by Service Strategies Corporation (SSC). Service Strategies advances service excellence for quality-minded organizations by providing industry standard certification and training programs that ensure the delivery of consistent, high quality customer service and support.
