Wind River today announced that after a rigorous, two-day, on-site audit, its customer service team in North America has attained a prestigious support center certification for the second year. The company claims to be the only embedded Linux provider certified under the Service Strategies “Support Center Practices” (SCP) program.

Service Strategies is an industry group comprised of about 40 technology companies, including Nokia, Novell, HP, Unisys, Sybase, and Microsoft. Its SCP certification program aims to help customer care teams increase operational effectiveness and staff productivity, implement “continuous improvement” programs, and benchmark operational success against best-in-class organizations, it says.

Wind River said its Alameda, Calif.-based support center attained SCP certification after submitting to a rigorous two-day audit of its processes, documentation, and results. The audit reportedly encompassed 12 major business processes, such as customer feedback, services delivery, and performance metrics.

Attainment of SCP certification proves it has “the processes in place to provide a fast and repeatable support experience,” Wind River said. Gordy Stauffer, SCP auditor, stated, “During the SCP audit, Wind River demonstrated a clear commitment to customer satisfaction and continuous improvement.”

Jim Jones, director of customer support at Wind River, added, “Since our first audit, we have seen our customer satisfaction level jump from 65% to 90%. The re-certification process is critical in encouraging companies to constantly improve.”

In related news, Wind River recently acquired Comsys, a device software services provider based in Romania. Competitor TimeSys, meanwhile, two years ago dropped its distribution business model to embrace software services as its primary business model.

 
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