Three in a Row: Reynolds Wins AFSM International Service Quality Award
12 Outubro 2005 - 10:50AM
PR Newswire (US)
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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