The Psychological Effects of SCP Certification

Wednesday, April 19, 2023

The Hidden Benefits of SCP Certification

Wednesday, April 19, 2023

Who is Vertex?

A Brief Overview

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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.

History of the Support Center

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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.

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The Company Parade

How we viewed ourselves

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Chief Executive Officer

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Marketing

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Sales

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Development

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Support

The Evolution of Certification

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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?

Key Performance Indicators

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KPI Overview

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KPI Detail

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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??????

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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?

Summary

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Support