SSA Global Delivers on Customer Satisfaction Commitment with No Sunset Policy, Stringent Quality Standards, and Flexible Support Plans

Strategic Insights -

SSA Global, a leading provider of extended ERP solutions, has demonstrated its commitment to customer satisfaction through its no sunset policy, stringent quality standards, and flexible support plans. The company's SSA OnePoint Support offerings have resulted in significant increases in customer satisfaction, with over 90% of customers renewing their support contracts by the end of 2004. SSA Global's commitment to customer satisfaction is evident in its relationships with customers like Henry Technologies, a manufacturer of products and services for the refrigeration industry.

Key Takeaways:

  • SSA Global maintains a no sunset policy, ensuring that all releases of SSA Global solutions are supported as long as a customer is willing to invest in maintaining the product.
  • The company has renewed its ISO 9001:2000 certification, demonstrating its strong focus on customer satisfaction and quality standards.
  • SSA OnePoint Support offers flexible support plans, including SSA OnePoint Advantage and SSA OnePoint Premium, which cater to different customer support requirements.
  • A survey of SSA Global customers in 2004 revealed significant increases in customer satisfaction in areas such as timeliness of inquiry resolution and overall value for investment in SSA Global.
  • Over 90% of customers will have renewed their support contracts by the end of 2004.
  • 80 long-term customers who had not been on an SSA Global support program for more than a year re-engaged in SSA OnePoint Support contracts in FY 2004.
  • SSA Global's commitment to customer satisfaction is demonstrated in its relationship with Henry Technologies, a manufacturer of products and services for the refrigeration industry.
  • Flexible support options provide yet another dimension in customer service, enabling SSA Global to meet the varied application support needs of its customers.

Statistics:

  • 90% of customers will have renewed their support contracts by the end of 2004 ([1])
  • 80 long-term customers re-engaged in SSA OnePoint Support contracts in FY 2004 ([1])
  • 13,000 active customers in over 90 countries use SSA Global's product offerings ([2])
  • 60 locations worldwide have SSA Global's product offerings ([2])
  • SSA Global maintains a balanced attention to financial, operational, customer, and competence issues ([3])

Sources:

  • [1] SSA Global Press Release, SSA Global Delivers on Customer Satisfaction Commitment, May 2004
  • [2] SSA Global Website, About SSA Global
  • [3] SSA Global Press Release, SSA Global Re-Certified with ISO 9001:2000, May 2004
  • [4] SSA Global Website, OnePoint Support