CompuCom Systems First Company to Achieve Prestigious Support Center Practices Certification for Nine Consecutive Years

Business Wire, Jan 8, 2007

Certification Recognizes CompuCom for Continuously Delivering Top Quality Support; Service Desk Client Satisfaction Numbers Exceed Industry Averages

DALLAS -- CompuCom Systems, Inc., a leading IT managed services provider that helps organizations maximize resources and achieve continuous improvement, today announced that its award-winning service desk offering has achieved an industry milestone under the prestigious Support Center Practices (SCP) Certification program. Following an extensive audit, CompuCom achieved SCP Certification for the ninth straight year and is the first company to earn this certification for nine consecutive years. CompuCom exceeded SCP compliance requirements within the certification scoring index which is comprised of 12 support center criterion and more than 100 scoring elements.

SCP Certification quantifies the effectiveness of client support based upon a stringent set of performance standards and represents best practices in the industry. Currently, more than 200 technology support organizations around the world participate in the SCP program. Additionally, recent benchmarking scores which measured technical ability, professionalism, communication and completeness of CompuCom's service desk offering, illustrate that the company consecutively exceeded industry averages in all of these areas. Results were charted over a 12-month period from November 2005 to October 2006.

SCP Certification is part of a suite of service capability and performance standards designed to improve the quality and effectiveness of technology service operations. A consortium of leading technology companies, along with the Association for Services Management International and Service Strategies Corporation created the internationally recognized standards, which define best practices for delivering world-class technology service and support, quantify performance levels and establish a foundation to build on existing quality processes. Certification requires comprehensive audits and annual recertification to confirm that companies continue to meet the requirements of the program. The SCP segment of the performance standard includes more than 100 business elements that define world-class technology support performance levels.

Benefits of working with a SCP-certified service desk services provider such as CompuCom ensures the following:

* Frequent survey and client feedback processes that enable continuous improvement of services to achieve and exceed defined levels of client satisfaction.

* Support expertise from meticulously trained support consultants who pride themselves on their responsiveness.

* Support processes and an infrastructure designed and deployed through a network of Certified Delivery Centers to meet the highest industry standards.

"By passing the rigorous requirements necessary to achieve SCP Certification, CompuCom has made it clear they are committed to delivering world-class support to their clients," said Derek Nash, SCP Auditor. "During the SCP Certification audit, CompuCom demonstrated a clear commitment to customer satisfaction and continuous improvement."

"CompuCom demonstrates an outstanding and continued commitment to service excellence," said Greg Coleman, Principal and Vice President of Certification at Services Strategies Corporation.

"CompuCom helps clients evolve their help desks into world-class service desks with clearly-defined, well-executed, SCP-certified processes, continuous improvement, best practices, effective technologies, and top trained technical resources that ensure very high levels of customer satisfaction," said Meg Frantz, Vice President of CompuCom's Service Desk operation. "In addition to having a relentless focus on quality, we leverage industry-standard programs such as SCP to benchmark performance and as a framework for continuous improvement. This accomplishment underscores CompuCom's commitment to sustaining the highest levels of performance and delivering maximum value to its clients," added Frantz.

Each month, CompuCom receives and responds to an average of more than 190,000 service desk events, which some 75 Fortune 1000 clients report through telephone, e-mail and Web access. CompuCom manages these events with an average 85% first-call resolution (FCR) rate on industry-standard applications and a 90% client retention rate. The company's service desk support offering is available to clients 24 hours a day, 7 days a week, 365 days a year (24x7x365).

About Service Strategies Corporation

Service Strategies advances service excellence for quality-minded organizations by providing industry standard certification and training programs that ensure the delivery of consistent, high quality service and support. Service Strategies applies a proven benchmark process to its certification programs for continuous service improvement. In addition, the company's tailored training programs advance the skills and competencies of service professionals, leading to increased organizational effectiveness. Headquartered in San Diego, CA the company serves leading technology services organizations in over twenty countries worldwide. Its certification programs are recognized as industry standard throughout the global service and support community. For more information, visit www.servicestrategies.com, call toll free 800.552.3058, or email info@servicestrategies.com.