Cloudera achieved the certification after an audit of its global support operations, which spanned a twelve month period of preparation and dedicated project management. The SCP Standards quantify the effectiveness of service and support operations based upon over 100 major performance factors. The criteria determines the overall effectiveness of a support organisation and represents the highest standards for best practices in the industry.
“In achieving certification, Cloudera demonstrated strong process discipline, an advanced portfolio of predictive and proactive services, and an outstanding commitment to customer success. This achievement clearly shows that we have a well established, mature set of best practices that meet the highest level of service and support in our industry,” said Angus Klein, VP, Support at Cloudera. “We are the only Hadoop vendor with this kind of certification and it shows how Cloudera is dedicated to customer service excellence. We believe our customers deserve nothing less although we don’t believe that we can rest on our laurels. The process provides a guide rail for Cloudera management to recognise when we are off target and provides a framework to keep us on a path to delivering enterprise grade service that our valued customers deserve.”
For the past eighteen years, the SCP Standards have helped leading technology companies qualify the quality and effectiveness of their global service operations. The internationally recognised standards define best practices for delivering world-class service, quantify performance levels and establish a framework for continuous improvement of business processes. Certified companies must demonstrate their performance and commitment to excellence through annual recertification audits.
“Cloudera’s certification against the SCP Standards demonstrates their advanced capabilities to support their customers and a dedication to service excellence,” said Greg Coleman, VP of strategic programs for Service Strategies. “It became abundantly clear to Service Strategies during the past year that Cloudera is intent on building a long-term sustainable business in their emerging market, which sends a clear signal to their customers that they will continue to be a strong, customer-focused company in the long run.”
Cloudera is committed to participating in an annual, comprehensive recertification audit of SCP Standards in order to adhere to standards of excellence. By opening the company up to an external audit Cloudera creates a critical feedback mechanism to constantly improve how it operates as it expands its global footprint.
“In achieving certification, Cloudera demonstrated strong process discipline, an advanced portfolio of predictive and proactive services, and an outstanding commitment to customer success. This achievement clearly shows that we have a well established, mature set of best practices that meet the highest level of service and support in our industry,” said Angus Klein, VP, Support at Cloudera. “We are the only Hadoop vendor with this kind of certification and it shows how Cloudera is dedicated to customer service excellence. We believe our customers deserve nothing less although we don’t believe that we can rest on our laurels. The process provides a guide rail for Cloudera management to recognise when we are off target and provides a framework to keep us on a path to delivering enterprise grade service that our valued customers deserve.”
For the past eighteen years, the SCP Standards have helped leading technology companies qualify the quality and effectiveness of their global service operations. The internationally recognised standards define best practices for delivering world-class service, quantify performance levels and establish a framework for continuous improvement of business processes. Certified companies must demonstrate their performance and commitment to excellence through annual recertification audits.
“Cloudera’s certification against the SCP Standards demonstrates their advanced capabilities to support their customers and a dedication to service excellence,” said Greg Coleman, VP of strategic programs for Service Strategies. “It became abundantly clear to Service Strategies during the past year that Cloudera is intent on building a long-term sustainable business in their emerging market, which sends a clear signal to their customers that they will continue to be a strong, customer-focused company in the long run.”
Cloudera is committed to participating in an annual, comprehensive recertification audit of SCP Standards in order to adhere to standards of excellence. By opening the company up to an external audit Cloudera creates a critical feedback mechanism to constantly improve how it operates as it expands its global footprint.
Other enterprise technology companies already certified against the SCP Standards include Epicor Software, EMC, NetApp, Teradata, and Wind River Systems. Currently, over two hundred service organisations around the world are using SCP Standards to improve their business operations.
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