eService Standards Initiative Announced (email this article)

SAN DIEGO, CA (May 22, 2006) - Service Strategies Corporation (Company Profile, Past Stories, Case Studies), in cooperation with a consortium of leading technology companies, today announced an initiative to develop standards for delivering web-based customer support. The initiative, slated for completion in late 2006, focuses on improving the effectiveness, quality and consistency of customer support provided through web-based channels.

“Web-based customer support, also known as eServices, continues to evolve as a fundamental service channel,” states Greg Coleman, principal and vice president of certification for Service Strategies. “As these channels mature, standards will help to ensure companies can benchmark performance against best practices and deliver a high quality customer experience.”

Issues examined through the standards initiative include usability and design of support websites, technology requirements, security and privacy, customer satisfaction and others. In addition, the initiative will target success measures for eServices, an area where standards are greatly needed.

John Fronius, director of support knowledge systems at Mentor Graphics Corporation adds, “Mentor Graphics is dedicated to providing world-class support to our customers around the globe. Our migration to a knowledge-driven eServices model is helping us meet that goal. Participation in the eService standards initiative will ultimately help us and the service industry, improve the performance of our web-based service and support offerings."

Companies involved in the standards initiative include such industry leaders as Aspen Technology, Cognos Corporation, EMC Corporation, Lawson Software, McKesson Corporation, Mentor2 ©2006 Service Strategies Corporation. Press Release Graphics Corporation, Mercury Interactive Corporation, Network Appliance, Quest Software, ServiceXRG, Speedware - a division of Activant Solutions Inc. and others.

About Service Strategies Corporation Headquartered in San Diego, CA, Service Strategies advances service excellence by providing industry-standard certification and career development programs that ensure delivery of consistent, high-quality service and support. Service Strategies applies a proven benchmark process to its certification programs that measures and drives effectiveness for continuous service improvement. In addition, the company’s tailored training programs enhance the careers of service professionals throughout the industry and lead to increased organizational effectiveness. For more information visit www.servicestrategies.com, email info@servicestrategies.com or call 858.674.4864, toll free in North America 800.552.3058