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Solution 6 of the Americas' CMS OPEN Support Department First of its Kind to Become SCP Certified.

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After completion of their very first audit, CMS OPEN's Support Department has been awarded the Support Center Practices (SCP) Certification, adding their name to the prestigious list of SCP Certified organizations which includes, among others, Cognos, Compaq, Lockheed Martin, Sybase and Xerox. The SCP Certification, along with the Support Department's newly crowned Certified Knowledge Manager (CKM), sets Solution 6 of the Americas apart from any other support organization in the industry segment they serve. Among the vendors in CMS OPEN's market segment, they are the first, and the only, with these certifications. Solution 6 of the Americas, a member of the Solution 6 Group, develops, implements and supports CMS OPEN, a time, billing and practice management software suite for professional services firms.

Doug Wussler, Solution 6 of the Americas Senior VP of Development & Support, was impressed by the auditor's expertise and the program's benefits: "The auditor had over 35 years of experience in the service and support industry. He gave us some ideas for improvement next year and asked us to contribute some of our ideas to their shared database of `Support Secrets'." Mr. Wussler continued, "The program is great because it is a quality management initiative, an educational tool and a roadmap to excellent support, all wrapped up into one program. We spent over a year preparing for the audit and are very excited about achieving our goal. The achievement was made possible by a very dedicated staff of 38 support professionals and a client base that is engaged in providing us with constructive feedback. This is a very happy day for us."

The Support Center Practices Certification program establishes the service quality benchmark for all IT service support centers and help desks. Some of the key criteria of the program are Customer Relationship Management, Customer Feedback, Training Programs, Performance Metrics, Total Quality Management, R&D Interface and Sales Interface. For more information, visit

In addition to the esteemed SCP Certification, the CMS OPEN Support Department staff boasts the following certifications: three MCDBA, seven MCSE, eight MCP, three CSP, five (out of only 100 nationally) FRx Authorized Consultants and one of only 105 CKM's in the world.
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Publication:Business Wire
Date:May 10, 2002
Previous Article:Gartner Dataquest Says Latin American PC Market Declined 3 Percent in First Quarter of 2002; Dell Moved into the No. 2 Position in the Quarter.

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