Product category:
Design and Development Software
News Release from: Mentor Graphics UK
Edited by the Electronicstalk Editorial
Team on 24 December 2004
Support centres certified worldwide
The Mentor Graphics Customer Support Division has been certified for the sixth consecutive year under the prestigious Support Centre Practices (SCP) Certification Programme.
The Mentor Graphics Customer Support Division has been certified for the sixth consecutive year under the prestigious Support Centre Practices (SCP) Certification Programme In 1999, Mentor Graphics became the first electronic design automation (EDA) company to earn SCP certification
This article was originally published on Electronicstalk on 21 Feb 2001 at 8.00am (UK)
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This year it extended its certification to its customer support centres in Singapore, Taiwan, India and Japan, making Mentor Graphics the only EDA vendor with worldwide SCP certification.
"SCP certification quantifies the effectiveness of customer support based on a stringent set of performance standards and represents best practices in the industry", said John Hamilton, President of Service Strategies Corp, which is responsible for administering the SCP Certification Programme.
"In 1999, Mentor Graphics was the first EDA company to earn SCP certification, and today, as the first company in any industry to be SCP certified in Taiwan, India and Japan, Mentor Graphics continues to demonstrate the company's dedication to delivering high quality customer support around the world".
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SCP certification is achieved based on the results of comprehensive, annual on-site audits of the company's support centres.
Customer support is evaluated on a benchmark of more than one hundred measurable elements in the 11 major categories including heavy emphasis on customer feedback, productivity tools, quality management and performance metrics.
Mentor's customer support organisation tracks multiple performance metrics and conducts annual customer satisfaction surveys each year.
Over the past three years, Mentor Graphics worldwide customer support organisation reduced median response time to all customer service requests from ten minutes to just over four minutes.
Since Mentor achieved SCP certification in 1999, the results of the customer satisfaction surveys have improved steadily each year.
In that time the number of customers who rate themselves as satisfied or very satisfied with Mentor support has increased more than 10%.
"SCP certification and technology advancements like the enhancements to the SupportNet KnowledgeBase, are part of our ongoing investment to ensure that we have quality training for our staff, consistent implementation of key processes and a focus on results for our customers", said Tom Floodeen, Vice President and General Manager, Customer Support Division, Mentor Graphics.
"Now that our support centres in every region of the world have been recognised with the same high standard required for SCP certification, we can ensure that Mentor's global customers receive the highest quality of customer support in the industry".
Mentor Graphics has also enhanced its SupportNet Knowledgebase with improved search capabilities for more complete and accurate search results that are easier to narrow and to review.
Customers now use a single search engine for the many kinds of content on SupportNet, for more complete search results.
The search engine now recognises specific industry and Mentor product terminology and abbreviations.
For example, a user can put in the acronym "DFT" and the search engine will know to return "design for test" related results.
Customers can get instant access to the most up-to-date solutions to commonly encountered design problems.
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