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The Psychological Effects of SCP Certification

Friday, November 14, 2014. The Psychological Effects of SCP Certification. Friday, November 14, 2014. The Hidden Benefits of SCP Certification. A Brief Overview. Who is Vertex?. Vertex.

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The Psychological Effects of SCP Certification

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  1. Friday, November 14, 2014 The Psychological Effects of SCP Certification

  2. Friday, November 14, 2014 The Hidden Benefits of SCP Certification

  3. A Brief Overview Who is Vertex?

  4. Vertex • Vertex’s technology solutions address every major line of business tax, including income, sales, consumer use, communications, payroll, property tax, and soon, value added tax. Our solutions, along with our partnerships, are helping bring a powerful global tax network to life. A network that serves all parties involved in the tax process, across all major corporate taxes. And we not only partner with leading software providers like Microsoft, SAP, Oracle, and J.D. Edwards to provide their customers with innovative tax software solutions, but these same companies also use Vertex solutions internally.

  5. History of the Support Center

  6. Where we came from • 1998 We had 36 support Reps supporting 5000 customers. • Customer calls were sent to voicemail and their calls where then returned • Customer satisfaction was 40% • Sales Department viewed us as something to overcome during the sales cycle. • Moral was very low. • The support organization was viewed as a place to get away from.

  7. The Company Parade How we viewed ourselves

  8. Chief Executive Officer

  9. Marketing

  10. Sales

  11. Development

  12. Support

  13. The Evolution of Certification

  14. An Evolutionary Change of Mindset • We can’t do this. • We already do some of this. • We do more than some but we don’t measure it • First Year (Like most Companies) was about getting the score we need to pass. • Next three years where about how can we run our center better, the score was secondary • How can we let the world know what and how well we do? • What are our Key Performance Indicators? • How best can we share this information?

  15. Key Performance Indicators

  16. KPI Overview

  17. KPI Detail

  18. What happen to the information • Management liked what they saw • Other departments wanted the same recognition • They needed help with what and how to measure • IT Help Desk • They needed to overcome fear of SLA • IT • Some not willing to understand and fail to see benefits • Development • Research • And then??????

  19. Along Came Sarbanes- Oxley • SAS (Statement on Auditing Standards) • SAS 70 • SAS 70 Certification • Identify requirements • Develop standards and procedures • Document and educate affected staff • Pass an Audit of you adherence to your standards and procedures • Sound Familiar?

  20. Summary

  21. Support

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