CIMdata PLM Industry Summary Online Archive
27 September 2004
Company News
SSA Global Continues to Increase Customer Satisfaction via Enhanced SSA OnePoint Support Offerings
SSA GlobalT delivers on its commitment to raise customer satisfaction and loyalty by maintaining its no sunset policy, continuing to adhere to stringent quality standards for support, and providing flexible support plans. SSA OnePoint Support offerings encompass maintenance, application and technical support, and customer service.
Results of the recent 2004 SSA Global customer satisfaction survey indicate that the level of customer satisfaction in areas such as timeliness of inquiry resolution, the quality of SSA OnePoint online, and overall value for investment in SSA Global has significantly increased from prior SSA Global customer satisfaction survey results.
Customers are embracing SSA Global's corporate strategy and product direction as demonstrated by the renewal rate of those who have support contracts. More than 90 percent will have renewed their contracts by the end of 2004. In addition, 80 long-term customers, who had not been on an SSA Global support program for more than a year, re-engaged in SSA OnePoint Support contracts in FY 2004.
No Sunset Policy
SSA Global is delivering on its current policy to not sunset a product. In accordance with this policy, all releases of SSA Global solutions are and will continue to be supported as long as a customer is willing to invest in maintaining the product.
In addition, as customers have new needs and ROI challenges to address, SSA OnePoint Support offers the option for customers to upgrade to SSA Global's new converged ERP solutions that provide a clear upgrade and migration path for a substantial percentage of the SSA Global customer base.
In order to deliver ongoing customer satisfaction, SSA Global recently renewed its ISO 9001:2000 certification. In addition to a strong focus on the customer, the audit also revealed that SSA Global and SSA OnePoint Support have in-depth insight into available skills of its personnel, as well as sound processes and a solid management team in place. The re-certification also highlighted that SSA Global maintains a balanced attention to financial, operational, customer and competence issues.
SSA Global's commitment to customer satisfaction is illustrated in its relationship with its customer, Henry Technologies, a manufacturer of products and services for a wide variety of commercial and industrial applications for the refrigeration industry.
"As a result of the investment Henry Technologies has made, we have received immediate value from the best practices demonstrated by SSA Global Professional Services and the SSA OnePoint team," said Gerry Duhon, director of production planning at Henry Technologies. "SSA Global's second-to-none worldwide network has depth and breadth of knowledge of not only all of the SSA Global solutions, but also an understanding of Henry Technologies' business processes."
SSA Global offers flexible support plans as part of its successful product support and customer service initiative, SSA OnePoint Support. The two levels of support, SSA OnePoint Advantage and SSA OnePoint Premium plans allow SSA Global customers to employ the level of support that best matches their organization's unique support requirements. A customer may select SSA OnePoint Advantage if they require a proactive arrangement offering highly-responsive support 24 hours per day, five days a week. Other SSA Global customers, who require 24 X 7 support with a higher degree of one-on-one interaction, may choose SSA OnePoint Premium.
"The SSA OnePoint Advantage and Premium support plans will enable us to offer the right level of support for each customer," said Mark Rosenberg, corporate vice president, SSA Global Customer Support. "Flexible support options provide yet another dimension in customer service as SSA Global strives to meet the varied application support needs of our customers. These plans are very much aligned with the overall convergence direction of SSA Global and will enable our customers to take advantage of the best features of the support programs of all of our recent acquisitions."
For additional information on OnePoint Support, please contact onepoint@ssaglobal.com or 1-877-SSA GLOBAL (1-877-772-4562).
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