PALO ALTO, Calif., July 31, 2017 /PRNewswire/ -- Cloudera,
(NYSE: CLDR), the leading provider of the modern platform for
machine learning and advanced analytics, announced that for the
second consecutive year it has achieved certification under the
prestigious Service Capability & Performance (SCP) Standards
for delivering world class customer service and support. Based on a
stringent set of over 100 major performance factors, the SCP
Standards quantify the effectiveness of service and support
operations.
"Effective enterprise technical support is one of the primary
reasons many of the largest companies in the world choose to work
with Cloudera today," said Angus
Klein, vice president, Support at Cloudera. "Quite simply,
we make it easy and cost-effective for our customers to get mission
critical technical support as their requirements grow. While we are
pleased to re-certify with SCP Standards, it's equally important
that we use feedback from the certification process to drive
further improvements to the Global Cloudera Technical Assistance
Center (CTAC)."
Cloudera recently completed its annual, comprehensive SCP
Standards recertification audit as part of the company's commitment
to delivering outstanding enterprise-grade service. The audit helps
ensure the right organizational structures, tooling, and systems
are in place and effective in meeting the ongoing demands and
business needs of Cloudera customers. It also details areas for
improvement. For example, Cloudera has implemented several customer
service enhancements based on findings from last year's audit,
including:
- Improving the effectiveness of Cloudera Customer Operations
Engineers (COEs) through soft skills training program
enhancements
- Speeding time to productivity for CTAC personnel with a new
Learning Management System
- Providing a more consistent and higher quality customer service
experience across Cloudera's global CTACs
- Helping customers more quickly recognize value from their
Cloudera investment by implementing new programs that ensure the
enterprise readiness of new products and services
The SCP Standards provide a benchmark of service excellence that
enable companies to validate performance and drive continuous
improvement in order to deliver the best overall service
experience. SCP Standards audits help drive consistency across an
entire organization, improving service touch points, increasing
efficiency and productivity, enhancing operational and financial
performance, and creating a competitive advantage. More than two
hundred service organizations including EMC, NetApp, Teradata, and
other enterprise companies around the world are using SCP Standards
to improve business operations.
"Cloudera's dedication to the continuous improvement of their
service operations demonstrates a strong commitment to customer
satisfaction and service excellence," said Greg Coleman, vice president of strategic
programs for Service Strategies. "While Cloudera performed well in
the previous year's audit under the Service Capability &
Performance Standards, the company made significant improvements
that were identified during the 2017 audit that provide customers
with an exceptional service experience and ensure the company
continues to deliver the highest quality services in the years to
come."
About Service Strategies Corporation
Service
Strategies advances service excellence by helping companies deliver
the highest quality service and support to their clients. The
world's leading service providers have adopted Service Strategies'
Service Capability & Performance (SCP) Standards as their
roadmap to service excellence and benchmark measure of success. In
addition, thousands of service professionals around the world have
enhanced their skills through participation in the company's
training and certification courses, while its strategic advisory
and consulting services are helping service organizations optimize
business operations and achieve substantial performance gains.
For more information visit www.servicestrategies.com or email
info@servicestrategies.com.
About Cloudera
Cloudera delivers the modern
platform for machine learning and advanced analytics built on the
latest open source technologies. The world's leading
organizations trust Cloudera to help solve their most challenging
business problems by efficiently capturing, storing, processing and
analyzing vast amounts of data. Learn more
at cloudera.com.
Connect with Cloudera
About Cloudera: cloudera.com/more/about.html
Read our VISION blog: vision.cloudera.com/ and Engineering blog:
blog.cloudera.com/
Follow us on Twitter: twitter.com/cloudera
Visit us on Facebook: facebook.com/cloudera
Join the Cloudera Community: community.cloudera.com
Read about our customers' successes:
cloudera.com/more/customers.html
Cloudera, Hue
and associated marks are trademarks or registered trademarks
of Cloudera Inc. All other company and product names may be
trademarks of their respective owners.
This press release contains forward-looking statements
including, among other things, statements regarding the expected
performance and benefits of Cloudera's offerings. The words
"believe," "may," "will," "plan," "expect," and similar expressions
are intended to identify forward-looking statements. These
forward-looking statements are subject to risks, uncertainties, and
assumptions. If the risks materialize or assumptions prove
incorrect, actual results could differ materially from the results
implied by these forward-looking statements. Risks include, but are
not limited to, risks described in our filings with the Securities
and Exchange Commission (SEC), including our Form S-1 Registration
Statement, and our future reports that we may file with the SEC
from time to time, which could cause actual results to vary from
expectations. Cloudera assumes no obligation to, and does not
currently intend to, update any such forward-looking statements
after the date of this release.
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SOURCE Cloudera