January 12, 2016

January 12, 2016 | Michelle Wilkinson | Director, Marketing

Last month, another one of our JD Edwards support engineers passed the IT Infrastructure Library™ (ITIL) Foundation examination. In this case, ITIL certification was not a customer requirement. Rather, our JD Edwards support team member took the initiative to achieve certification believing it beneficial for Spinnaker Support customers. ITIL Foundation Certification in IT Service Management equips IT professionals and managers with additional skills when delivering customer-centric, cost-justified, and business-driven IT services. It also helps those certified to understand ITIL terminology, processes, and innovations.

Our Oracle and SAP software support teams reflect the very DNA of Spinnaker Support, which is to provide the highest level of customer service. Although each engineer averages almost 20 years of experience, they continuously strive to better themselves and elevate their value proposition for our customers. Things like the ITIL certification remind us that there is always room for continuing education to ensure we are not only satisfying all our customers’ needs but going above and beyond their expectations. We have built a team that is so committed to our customers that they even resolve issues in some very unusual places (see earlier blog post).

This commitment is also shown through loyalty to Spinnaker Support. We have employee retention rates most companies envy. In fact, 33% of the global support team today has been with us since inception in 2008. This loyalty breeds a family-like culture where you see the teamwork in action every day.

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The dedication to both our customers and Spinnaker Support results in customer satisfaction rates well over 90% year over year. As we begin 2016, Spinnaker Support looks forward to another phenomenal year of growth as we continue to invest in the ongoing education of current team members and hire best-in-class application experts.

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