Customer support certified again

The Mentor Graphics Customer Support Division has been certified for the fourth straight year under the prestigious Support Center Practices (SCP) certification programme.

The Mentor Graphics Customer Support Division has been certified for the fourth straight year under the prestigious Support Center Practices (SCP) certification programme.

Certification was achieved after extensive audits of the company's multiple support centres.

In 2000, Mentor Graphics was the first electronic design automation (EDA) company to earn SCP certification, and today remains the only EDA vendor with this certification.

Achieving SCP certification further demonstrates Mentor's commitment to providing consistent, high-quality support to its customers worldwide.

"Mentor Graphics is proud to be able to provide our customers quality support with average response times under five minutes.

Our continued investments in call tracking and web-based customer information systems, customised support options, and new support offerings enable us to offer this high level of support", said Tom Floodeen, Vice President and General Manager, Customer Support Division, Mentor Graphics.

"Our SCP certification, and the continuous improvement of our audit scores year-over-year, confirm the quality of our team's efforts on behalf of our customers, who consistently tell us we have the best response times in the industry".

SCP Certification is an internationally recognised standard that defines best practices for delivering world-class technology support.

The program quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results.

Certified organisations must demonstrate their continued commitment to high performance standards through annual recertification audits.

To confirm that Mentor Graphics met the requirements of the more than 100 business elements defined in the SCP certification programme, comprehensive on-site audits were conducted in several Mentor Graphics locations in North America and Europe.

"SCP certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry", said John Hamilton, President of Service Strategies Corporation, which is responsible for administering the SCP certification programme.

"Mentor Graphics performance continues to demonstrate the company's dedication to delivering high quality customer support".

Back to top