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(EMAILWIRE.COM, June 03, 2009 ) San Diego, CA – June 3, 2009 – Information Builders, a leader in enterprise business intelligence software and a long-time member of the Service and Support Professionals Association (SSPA), has been announced as a finalist for “Customer Service Department of the Year” in the American Business Awards. This is the second year Information Builders has been a finalist for this prestigious award, given to honor the achievements and positive contributions of organizations and businesspeople worldwide. Information Builders credits its certification in SSPA’s Support Staff Excellence program for its finalist position for the award.
Information Builders turned to the Service SSPA and Impact Learning Systems to design a learning program to achieve excellence in customer service. The SSPA supports the technology services and support industry through certification standards, education, and business improvement solutions, while Impact, an industry leader in customer communication skills training, is the exclusive provider of training for SSPAÂ’s Support Staff Excellence program. The program enables the delivery of a superior customer service experience by developing a companyÂ’s critical service delivery resources.
“Our member companies look to us for strategic tools to measurably improve their businesses,” said Tom Rich, senior vice president of member and partner programs at the SSPA. “The Support Staff Excellence certification program provides companies like Information Builders a significant advantage over their competitors.”
“We understand our customers’ needs for strong professional support,” said Stu Madison, vice president of global technical support for Information Builders. “It’s essential that we support our leadership position in the business intelligence industry with outstanding service.”
By focusing the training on the essential needs of the customer, and supporting front-line representatives with excellent coaching from supervisors and managers, Information Builders was able to improve the customer communication skills of its front-line representatives. This translated into stronger bonds with customers:
• Customer satisfaction scores went from 90 percent to 96.7 percent.
• Professionalism scores were 100 percent for three consecutive months post-training.
• Technical proficiency scores rose to 98 percent.
• Satisfaction with problem resolution time rose to 92 percent.
With clients that include most of the Fortune 100, customer service is a number one priority for Information Builders. The company looks to be in the running for Customer Service Department of the Year again in 2010.
Information Builders
Information Builders' award-winning combination of business intelligence and enterprise integration software has been providing innovative solutions to more than 12,000 customers for the past 34 years. Information BuildersÂ’ WebFOCUS is the world's most widely utilized business intelligence platform. It provides the security, scalability, and flexibility needed at every level of global extended enterprises. Its simplicity helps create executive, analytical, and operational applications that reach dozens to millions of users. Information Builders' iWay Software suite provides state-of-the art, multipurpose, pre-built integration components that address all service oriented architecture (SOA), application, data, and information management requirements. Its integration adapters have been adopted by the leading software platform providers. Together, these products give Information Builders' customers the ability to grow and innovate according to their needs. http://informationbuilders.com.
The SSPA
The Service & Support Professionals Association (SSPA) was formed in 1989 and has grown to become the largest and most influential industry trade group for technology service and support professionals. Its nearly 200 member companies represent tech support, field service, and customer relations organizations around the globe. SSPA is chartered with bringing together the service and support communityÂ’s best and brightest minds to deliver a relevant blend of market research, programs, certifications, networking, media and analyst relations, education, and other information resources. The SSPA is a member of a global network of associations that includes the Technology Professional Services Association (TPSA) and the Association for Services Management International (AFSMI). For more information, visit www.thesspa.com.
Impact Learning Systems
Impact Learning Systems International helps companies increase their bottom line by improving the communication skills of their sales and service agents. As industry leaders in understanding and improving the representative/customer interaction, Impact offers training, consulting, and customized services to help the worldÂ’s most successful companies build top-performing teams. www.impactlearning.com
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SSPA
Suzanne Hite
410-774-5322
suzanneh@thesspa.com 
Source: EmailWire.com
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