Hi,

Our Services organization recently went through the SCP-pss
certifcation that Services Strategies offers. We had an excellent
experience and even before we got certified we started to see the
positive impact it had on our processes and efficiency. The
certification is also a huge plus with prospective clients and ongoing
process improvement. We are going for our re-certification this coming
June. The Technical Support department in our organization has been
certified with the SCP-support program with Services Strategies for
over 5 years now and they have had a great experience as well.

Hope that helps…

Lara K.

Scott I think the framework is very good and very complete.  It covers all aspects of running a PS organization and provides an initial survey to benchmark your organization to uncover areas of strength and weakness.  The program then facilitates improvement initiatives.  I can give you more details when I return on the 2nd.

Hi Scott H.

At one time I was responsible for two large technical support centers. I am very familiar with Service Strategies as I used their programs to certify both centers, one in the US and one in Canada.

They have an excellent staff, process, and indusrty knowledge. I would highly recommend implementing their certification programs for support centers or field engineering, coupled with their education and training offerings.

Randy S.

Working with Service Strategies has been a great experience - they are very responsive, keen to help you understand, how to effectively evaluate, where to focus for greatest initial return, and then figure out solutions to areas of weakness in your organization. They often do this using practical examples.

The certification - couple of levels of benefit - once you have it and can present why it is beneficial for a customer that you are certified it is a very powerful tool for selling the value you offer. The certification process is a very powerful tool for bringing your team together to have a common focus, and with that the collaboration is on solving problems rather than what the standard should be. I found this useful because sometimes leading creative people like consultants can be challenging like herding cats. The third benefit is it gives your organization credibility to your sales team and helps them understand why you follow best practice rather than least cost high risk approaches.

This particular certification -I value it because it covers every aspect of the services operation from strategy, management, delivery and customer perspective. Most importantly it focuses on what your customers value rather than what you think customers should value!

It is a large investment in annual cost and peoples time, however my view is it is an investment with a very high return and after the consultants the second expense I put in the budget.

Alan