Achieving certification under the SCP eService Standard requires organizations to meet specific criteria that represent best practices in the industry. The standard measures seven areas of performance, each of which contains a set of business elements associated with it. Included below is a brief summary of the criteria.

Customer Feedback
All the activities associated with collecting, analyzing, and acting on customer feedback. This feedback is a vital tool that a management team can use to drive change and improvement in the service delivery process.

Usability and Design
Considerations include content localization, personalization, accessibility of services, and ease of navigation. Providing an eService site that is easy to use and navigate improves the overall customer experience, contributing to higher satisfaction levels.

Planning and Processes
Through effective planning, development of sound eService strategies and processes, and executing those processes, organizations ensure that the eServices infrastructure and offerings are of the highest quality and that services delivered are consistent, provide customer value, and contribute to overall customer satisfaction.

Security and Privacy
It is imperative that eService offerings be designed in such a way that makes them safe and secure for customers. Protecting customer security and privacy is a fundamental requirement and will continue to be a critical factor in building trust and ensuring the long-term success of eService offerings.

Interactive Services
These services enable customers to either directly communicate with service personnel or to more directly interact with the organization. A robust set of interactive eService helps drive support efficiency by allowing customers the flexibility to access a suite of services that connects them with service personnel and proactively delivers valuable information.

Self Help Services
Self-help services enable customers to access tools and information that will assist them in resolving technical issues, access training services, product documentation, and other related information. Such services provide customers with a 24/7 resource that is available worldwide.

Measures of Success
Measuring performance may include eService adoption and site usage, eService effectiveness, service deflection, and financial performance. By establishing goals and objectives for key measures of success and monitoring performance against the goals, organizations will be in a strong position to enhance the capability and performance of eService operations and ensure that customers gain maximum value from the services offered.

Leveraging SCP Standards helps to improve the capability and performance of service operations, while letting customers know that the company is committed to excellence and willing to adhere to global standards. So who should participate in the SCP Standards program?

Companies Looking to Increase Efficiency and Productivity
The SCP Standards focus on optimizing performance in a wide range of business process areas necessary to deliver top quality service and support. By enhancing performance in these areas, your organization will become more efficient and effective at meeting customer needs.

Companies Looking to Maximize Financial Performance
SCP Standards create value by focusing your organization on results that directly affect financial performance, such as improvements in operational effectiveness and significant contributions to customer retention and acquisition efforts.

Companies Looking to Achieve Global Consistency
SCP Standards provide a catalyst to drive consistency throughout service and support organizations and across functional areas. Regardless of the size of your operation, SCP Standards can enhance operational performance, optimize business process and drive increased efficiency and productivity.

Companies Looking to Integrate Industry Best Practices
SCP Standards establish a community of companies committed to delivering exceptional service and support. The programs provide the framework and language for communication of best practices among participants and create a network of professionals actively engaged in driving higher levels of service within the marketplace.

Companies Looking to Create a Competitive Advantage
Participation in the SCP Standards provides an opportunity to demonstrate to clients, shareholders, investors, and prospects the commitment your company has made to service excellence. Certified organizations have the rights to use the SCP Certified logo in their marketing materials to help communicate the message.