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The technical support center earns high marks; 96 percent of customers state they are "satisfied" or "very satisfied" with support received. DAYTON, Ohio, Sept. 11 /PRNewswire-FirstCall/ -- The Reynolds and Reynolds Technical Assistance Center in Dayton, Ohio has achieved its sixth certification under the Support Center Practices (SCP) Certification program. SCP Certification measures the effectiveness of customer support based upon stringent performance standards and industry best practices. Reynolds earned certification after an extensive audit of its Technical Assistance Center (TAC). The Dayton center has a team of more than 350 professionals that support nearly 10,000 dealership management systems and a half-million peripherals at dealerships across the U.S. The TAC answers 4,000 - 5,000 customer calls per day and resolves approximately 80 percent of them on the first attempt. Reynolds has other support centers located in Mississauga and Montreal, Canada. "SCP Certification helps assure that we're focused on continuous improvement in how we support our customers," said Terri Mulcahey, senior vice president of sales and service. "Measuring our operations against leading service companies is how we stay ahead of the competition. The Reynolds support teams consistently exceed benchmarks for superior customer support and this certification attests to their hard work and dedication." A customer satisfaction survey found that 96 percent of customers were "satisfied" or "very satisfied" with the support they received from the Reynolds TAC organization. SCP Certification, the internationally recognized standard created by a consortium of leading technology companies and Service Strategies Corp., defines best practices for delivering world-class technology support. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of approximately 100 business elements defined in the program. Certified organizations must demonstrate their continued commitment to high performance standards through annual re-certification audits. "By passing the rigorous requirements necessary to achieve SCP Certification, Reynolds has made it clear they are committed to delivering world-class support to their customers," said Kristin Robertson, SCP Auditor. "During the SCP Certification audit, Reynolds and Reynolds' Technical Assistance Center demonstrated a clear commitment to customer satisfaction and continuous improvement." Reynolds joins the ranks of other leading technology companies that have achieved the prestigious and sought-after SCP Certification, including Lockheed Martin Incorporated, McKesson Corporation, Network Appliance Incorporated, Rockwell Automation, Nokia, Sage Software, EMC, and Xerox Corporation among others. Currently, more than 200 technology support organizations around the world participate in the SCP program. About Support Center Practices (SCP) Certification The SCP Certification program defines best practices for delivering world- class technology support. The program quantifies the effectiveness of customer support, establishes a foundation to build on existing quality processes and provides a clear focus on measurable results. The world's leading service and support providers use SCP Certification as a roadmap for service excellence and a measure of success. Service Strategies Corporation is responsible for administering the SCP Certification program and conducting on-site certification audits. For more information about SCP Certification, contact Service Strategies Corporation at 858.674.4864, toll free in North America 800.552.3058, email or visit http://www.scpcertification.com/. About Reynolds The Reynolds and Reynolds Company (NYSE:REY) has helped automobile dealers sell cars and take care of customers since 1927. Today, more than 15,000 dealers worldwide rely on Reynolds to help run their dealerships. In the U.S. and Canada, the REYNOLDSYSTEM(TM) combines comprehensive solutions, experienced people and proven practices that drive total dealership performance through 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. Internationally, Reynolds serves dealers in more than 35 countries through a broad range of retailing solutions and consulting services. For more information, visit: http://www.reyrey.com/ 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/ http://www.scpcertification.com/

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