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FormScape Global Support Services Analysts and Managers Achieve HDI Certifications; Enhances Service Levels and Consistency Throughout FormScape's Global Operations.

LONDON & RALEIGH, N.C. -- FormScape(R), Inc., the leading provider of Document Process Automation(TM) solutions, announced today that its Global Support Center Analysts and Managers have achieved HDI Certification. HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. FormScape's Global Support Services provides technical assistance to more than 7,000 FormScape customers running mission-critical applications and processes worldwide.

HDI Certification is the world's most prestigious certification for service and support professionals. HDI Certification is unrivalled in its industry acceptance, as it is the only certification program that embodies open, independent international standards for service and support professionals. HDI provides training and certification at four levels: Customer Support Specialist (HDI CSS), Help Desk Analyst (HDI HDA), Help Desk Manager (HDI HDM) and Support Center Director (HDI SCD).

Said Darren Atkinson, FormScape's CTO, "We expect our customers to see an immediate improvement in the way their issues are resolved through our application of the standards and best practices that HDI training and certification have provided the members of the Global Support Services organization. Achieving this certification also gives us the confidence that the entire Global Support Services organization can provide a consistently excellent level of support across FormScape's global operations."

FormScape has achieved certification for its Help Desk Analysts and Managers.

"Over the past several years, we have seen support centers become more strategic to organizations as a whole," said Ron Muns, founder and CEO of HDI. "HDI is very proud of its efforts to promote high quality service and support professionals through internationally standardized training and certification."

The HDI Help Desk Analyst (HDA) Certification training program provides help desk and support center professionals with the tools, techniques and skills to achieve success as front-line analysts, to leverage career development opportunities, and to understand the difference between support operations that merely function as a business unit and those that make a positive impact on the organization as a whole. With HDI's HDA Certification training, support professionals are empowered to transform the support operation from a cost center into a productivity center that enhances the organization's overall effectiveness.

HDI Help Desk Manager (HDM) Certification is recommended for managers who are responsible for day-to-day operations. It is designed to provide the knowledge necessary to successfully master strategic and tactical aspects of support center management. HDI HDM Certification ensures its recipients have:

--Mastered the skill set necessary to manage service levels with customers and secondary support personnel

--Understood concepts and principles of ROI

--Developed productive relationships with employees and the organization

--Gained knowledge to professionally develop employees

--Learned skills necessary to build and maintain high-performance teams

More information about HDI's training and certification programs can be found at

About FormScape

FormScape is dedicated to helping companies eliminate operational inefficiencies and communication barriers through Document Process Automation solutions. By uniquely integrating documents, processes and business systems, FormScape enterprise software solutions deliver faster action through real-time information. FormScape is the single-source for expertise spanning pre-packaged processes and ERP interface integration with document imaging, storage and output. Companies of all sizes use FormScape solutions to cut costs, improve cash management and profitability, advance customer-supplier service, and ensure better control. With more than 7000 customers, 50 partners, and offices across the globe, FormScape delivers in banking, finance, insurance, distribution, manufacturing, and healthcare industries. The company's clients include BP, CitiGroup, Blockbuster, DaimlerChrysler, Johnson & Johnson, Ingram Micro, Medtronic, Deutsche Bank, Wal-Mart, La-Z-Boy, Wells Fargo, Phillips, and Fujitsu. For more information, please visit
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Publication:Business Wire
Date:Feb 7, 2005
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