Company continues to set benchmark for customer service and support DAYTON, Ohio, Oct. 12 /PRNewswire-FirstCall/ -- The Reynolds and Reynolds Company (NYSE:REY), a leading provider of software and services to the automotive retailing industry, received its third consecutive Service Quality Award last night from the Association for Services Management International (AFSM). AFSM International presented the award at its World Conference in Nashville, Tenn. This annual award, presented on behalf of AFSM International by ServicePartners, the research division of The Gasparovic Group, Inc., recognizes the company that receives the highest rating for service quality from its customers as measured in AFSM International's Annual Industry Study of Service Quality for S-Business. "It is with great pleasure that we presented a third consecutive Service Quality Award to Reynolds and Reynolds," said Walt Gasparovic, president and CEO, The Gasparovic Group Inc. "From issue resolution to overall customer satisfaction, Reynolds has consistently exceeded and maintained stringent industry benchmarks for customer service and support. They have demonstrated a remarkable dedication to their customers and serve as an exemplary model to the industry." As in previous years, Reynolds consistently scored above the industry norm, excelling in responsiveness, ease of business, technical competence, and problem resolution. The honor recognizes the contributions of the Reynolds Technical Assistance Centers (TAC), installation/operations teams, and field engineers who provide technical phone support, hardware installation, and repair of computer equipment at automobile dealerships across the United States and Canada. The TAC responds to two million customer calls annually, and together the service teams support more than 11,000 in-house servers, 250,000 peripherals and 227,000 software applications. Terri Mulcahey, senior vice president of Sales and Service at Reynolds said, "As a dealer services company, the most gratifying part of this honor for us is that our customers continue to value the service we provide them. It was great to win this prestigious award for the first time three years ago; however, our entire team recognizes the significant accomplishment of meeting the higher expectations we set for ourselves each year. In developing and operating in a continuously improving culture, our technical support centers and field service teams have set an industry benchmark for their work." Reynolds' field engineers average approximately seven years of experience. With extensive certification and training, they are equipped to diagnose and resolve Reynolds and non-Reynolds hardware issues. In customer service measurements, Reynolds has achieved: * A first-visit fix rate of 95 percent versus an industry standard of 85 percent * Fifty percent of critical field repairs responded to within four hours * Customer satisfaction survey ratings exceeding 96 percent * Rapid 24/7 parts distribution * Support of more than 30 manufacturers On average, 70 percent of Reynolds customer service issues are resolved through a single phone call to the Reynolds Technical Assistance Center. About Reynolds Reynolds and Reynolds (http://www.reyrey.com/) helps automobile dealers sell cars and take care of customers. Serving dealers since 1927, it is the leading provider of dealer management systems in the U.S. and Canada. Reynolds ranked first among major DMS providers in the most recent study of dealership satisfaction by the National Automobile Dealers Association. The company's award-winning product, service and training solutions include a full range of retail Web and Customer Relationship Management solutions, e-learning and consulting services, documents, data management and integration, networking and support and leasing services. Seventy of the Ward's Dealer Business e-Dealer 100 leaders rely on Reynolds Web Solutions to manage their presence on the Internet. Reynolds serves automotive retailers and OEMs globally through its incadea solution and a worldwide partner network, as well as through its consulting practice. DATASOURCE: The Reynolds and Reynolds Company CONTACT: Michelle Zendah of The Reynolds and Reynolds Company, +1-937-485-8499, or Web site: http://www.reyrey.com/

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