Vision Launches Knowledgebase, Keeps Support Center Certification

Published: September 12, 2006

by Alex Woodie

High availability software vendor Vision Solutions last week unveiled a new repository of technical resources that can be accessed over the Internet by its customers, partners, and employers. The repository, which it calls the CustomerCare Knowledgebase, is also a key reason why Vision's customer support organization obtained the Support Center Practices (SCP) certification for the second straight year, a company official said.

The SCP certification is one of several certifications developed by the Service Strategies company and the Association for Services Management International (AFSMI) organization that provides benchmarks and training for improving customer support and maintaining service at a high level.

Vision says it is the only developer of high availability software to achieve SCP certification. Other companies with the SCP cert include Lockheed Martin, McKesson, Network Appliance, Rockwell Automation, Nokia, Sage Software, EMC, and Xerox.

To achieve the SCP certification, companies must meet certain minimum standards in the 12 areas covered by the SCP certification, such as customer feedback, performance metrics, electronic service delivery, and people programs. Onsite audits are used to determine how the companies shape up against the standard.

In Vision's case, the development of the CustomerCare Knowledgebase was a critical aspect in its continued certification, says Pete Robie, vice president of customer care and services at Vision Solutions.

"Our new Knowledgebase is a strategic addition to our growing services offering that has allowed us to obtain SCP certification for two straight years," Robie says. "Our Knowledgebase will improve service response and customer access to information, both of which are core tenets of SCP certification."

Users can log on to the new Knowledgebase from Vision's homepage at www.visionsolutions.com.