High standards of product quality and customer care demonstrated
The focus on quality by Systems Union Group plc, the global software vendor, has yielded significant results including a major award and successful renewal of its quality management standards. The company, author of the SunSystems and Pegasus financial and business management software solutions, is the eighth largest software house in the UK and one of the top 25 in Europe.*
Pegasus Software has won a Special Achievement Award at the Help Desk Support Excellence Awards 2003. The Help Desk Institute (HDI), the world's largest membership association for the service and support industry, administers this prestigious scheme to recognise excellence in the field of customer support. The HDI was so impressed by the quality of the support services offered that it decided to award this special endorsement.
In addition, Systems Union had its management system and processes subjected to an independent audit and remained in excess of the high standard required by ISO9001:2000. It also renewed its higher software-specific standard required by the UK Department of Trade & Industry's TickIT.
This provides further demonstration of Systems Union's commitment to providing low risk, high quality, cost effective business solutions, supported by the highest possible standards of customer service.
An extensive external audit was conducted at Systems Union's headquarters in Farnborough, UK. The process involved an in-depth appraisal of each operational business area including sales, marketing, product design, research & development, support, project management and consultancy. The specialist auditor was tasked with collecting evidence to validate Systems Union's achievement in its mission of empowering customers to achieve their global business objectives through the provision of financial and business management software solutions.
Specific comment was made about the considerable investment made in the Group's research & development and support areas. A global support super centre managed at System Union's headquarters in the UK now delivers a 24/5 support system to all customers and partners across Europe, Middle East & Africa (EMEA) and The Americas. For the first time, customers are able to link into a central support database, giving instant access to up-to-date account information, support call history, and the ability to request and receive help on-line from any location in the world.
Paul Coleman, chief executive officer of Systems Union, said: "The certification process is rigorous and the HDI award is significant. I am delighted that we have demonstrated that quality is central to our business and the way we implement our policies and procedures. This provides our customers, partners, shareholders and other stakeholders with assurance that Systems Union has a mature and systematic approach to the delivery of its objectives."