FileNet recognized for customer support center excellence

FileNet Corporation, the leading provider of Enterprise Content and Business Process Management solutions, has received Support Center Practices (SCP) accreditation for the fifth consecutive year, maintaining its position as the only certified vendor in Enterprise Content Management and Business Process Management.
The SCP certification provides clear guidelines and standards that enable world-class support organisations to increase customer satisfaction and loyalty through improvements in operational effectiveness and staff productivity. The accreditation follows a two-day audit of more than 100 business practices and 11 major performance criteria categories, including customer feedback, training, corporate commitment and strategic direction, total quality management, service delivery processes and performance metrics.
FileNet's ECM solutions offer enterprise-level scalability and flexibility to handle the most demanding content challenges, and help build a single virtual repository that can organize, catalogue and link various types of content, while making it available through a single access point.
John Hamilton of Service Strategies Corporation, the firm assessing the certification, commented, “The standards defined in the SCP Certification programme represent the broad scope of business practices necessary to deliver the highest quality technology support, and FileNet performed exceedingly well in all these measures. We are particularly impressed by increases in the company's customer satisfaction ratings."
SCP Certification is an internationally recognized quality standard that defines best practices for delivering world-class technology support. The programme quantifies the effectiveness of technology support operations, establishes a foundation for optimising business processes and focuses on measurable results. Companies are also required to show continued improvement through annual re-certification.
Carlo Stellati, Vice President, South Europe, Middle East and Africa, FileNet, said: “It has become increasingly important for companies to maintain a strong relationship with the customer during and after the purchase of products and services. Renewed SCP accreditation will allow us to continue to deliver customer service of the highest possible standards and efficiently support customers' Enterprise Content Management systems.”
Service Strategies Corporation supports quality-minded organizations by providing industry-standard certification and training programmes that ensure delivery of consistent, high-quality customer service and support.
About FileNet:
FileNet Corporation helps organizations make better decisions by managing the content and processes that drive their business. FileNet’s Enterprise Content Management (ECM) solutions allow customers to build and sustain competitive advantage by managing content throughout their organizations, automating and streamlining their business processes, and providing the full spectrum of connectivity needed to simplify their critical and everyday decision-making.
FileNet ECM solutions deliver a comprehensive set of capabilities that integrate with existing information systems to provide cost-effective solutions that solve real-world business problems.
Since the Company’s founding in 1982, more than 4,000 organizations, including more than three quarters of the Fortune 100, have taken advantage of FileNet solutions for help in managing their mission-critical content and processes. Headquartered in Costa Mesa, Calif., the Company markets its innovative ECM solutions in more than 90 countries through its own global sales, professional services and support organizations, as well as via its ValueNet® Partner network of resellers, system integrators and application developers.