Reynolds and Reynolds
For media inquiries, please contact:
Lucy Pozzobon
Phone: 1.905.606.2800
News Release

Reynolds and Reynolds Achieves Sixth Support Center Practices Certification

MISSISSAUGA, CANADA, December 20, 2006 - The Reynolds and Reynolds Company’s Technical Assistance Center (TAC) has earned its sixth certification of Canadian support operations, based in Mississauga under the Support Center Practices (SCP) Certification program. SCP Certification assesses and quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry.

Reynolds’ achieved certification after an extensive audit of its Canadian support operations based in Mississauga and Montreal. Reynolds has a team of 70 professionals in Canada that currently serve and support 1,200 customers with more than 40,000 peripherals at dealerships across Canada. On average, the organization receives 1,000 calls per day and resolve 85 percent of them on the first attempt.

“SCP certification reinforces that Reynolds repeatedly exceeds and maintains challenging industry benchmarks for customer service and support, and is dedicated to ongoing improvement,” said Ron Reed, vice president of Reynolds Canada. “The final audit results are a testimony to our TAC team members’ hard work and further substantiate their level of excellence and commitment to our customers.”

SCP Certification is part of a suite of service capability and performance standards designed to improve the quality and effectiveness of technology service operations. A consortium of leading technology companies, along with the Association for Services Management International (AFSMI) and Service Strategies Corporation created the internationally recognized standards, which define best practices for delivering world-class service and support, quantify performance levels and establish a foundation to build on existing quality processes. Certification requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements of the program. The SCP segment of the performance standard includes more than 100 business elements that define world-class technology support performance levels.

"By passing the rigorous requirements necessary to achieve SCP Certification, Reynolds has made it clear they are committed to delivering world-class support to their customers," said Kristin Robertson, SCP Auditor. "During the SCP Certification audit, Reynolds and Reynolds' Technical Assistance Center demonstrated a clear commitment to customer satisfaction and continuous improvement."

Reynolds joins the ranks of other leading technology companies that have achieved the prestigious and sought-after SCP Certification, including Lockheed Martin Incorporated, McKesson Corporation, Rockwell Automation, Nokia, Sage Software, EMC Corporation, and GE Healthcare among others. Currently, more than 200 technology support organizations around the world participate in the SCP program.

# # #