Scala Survey Shows All-Time High in Customer Satisfaction

Study across 16 countries validates Scalas partnership approach to improving customer service and increasing customer loyalty

26 September 2002: Revealing continuing improvement in levels of customer satisfaction and loyalty, Scala Business Solutions has released the results of its latest half-year customer survey, covering the period January-June 2002, which questioned over 1,100 customers in 16 countries around the world. The study showed a 5.3% year-on-year increase in overall customer satisfaction across all business areas backed up by a hefty 72% who would be willing to recommend Scala software to another company.

Opinion at the extremes was also significant with just six customers (0.5%) rating satisfaction at less than 40% while 28% expressed total satisfaction, a 42% increase on the 2001 survey. At a time when many companies are considering their IT investment options, users also rated investment in new product highly. The greatest level of satisfaction recorded was from users of Scalas new Collaborative ERP software, iScala 2.1, commercially released in May.

Earlier this year Scala was commended for its approach to using these surveys to monitor customer opinion in a report by the Institute of IT Training (IITT). The organisation audited Scalas customer support facilities whilst judging their suitability for IITT Accredited Support Centre Status. The final report confirming Scalas accreditation said, Scala should be commended on the rigor of its approach and reactivity. [It] commends particularly the processes for client survey, performance monitoring and rigorous management reporting."

Enterprises must consider more than just the impact of price when they examine return on investment," says Mike Burdett, Scalas Chief Executive Officer, emphasising that software is no different to other large purchases. Rapid implementation is one factor that must be set alongside continuing after sales service and support. What is vital is that there is an established basis for regular communication to ensure the relationship stays productive, that the shared vision remains aligned, and that together we plan for change and deliver value."

One of the key factors Burdett attributes the success of the survey to is his companys strong all-round delivery. When 70% of all customers volunteer to participate, you are seeing Scalas partnership approach to business in action. Naturally we're very pleased with the positive feedback we're getting from our customers, but as we constantly strive to provide better service it is just as important to know where you can improve."

Burdett is convinced that the survey validates Scalas approach to customer service. In an era of increasing competition and uncertainty, finding a supplier committed to supporting the needs of its customers is paramount. Experienced business managers have always known that it all comes down to how happy the customers are."

Tim Newton, Vice President Customer Support, is confident of the reasons for the increasing customer loyalty. Our continuous investment in people and technology means that our customers, wherever they operate worldwide, are receiving the same high quality of service from our certified support centres," he says. The ability to serve our customers has improved remarkably since we, ourselves, began to use iScala 2.1 -- enabling us to partner with our customers as well as exchange information seamlessly between our own global operations. The return on our investment made over the last three years is the markedly increased loyalty which our customers are showing towards us. "

A summary of the survey results is available at www.scala.net/downloads/#corporate.

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Notes to Editors

About Scala Business Solutions
Scala Business Solutions creates collaborative ERP software -- integrating Internet technology and traditional ERP functionality -- to make global business simple. With Scala, global companies can fully integrate all their ERP systems anywhere in the world, whether in a subsidiary, division or headquarters, and extending to their partners and suppliers. Scalas collaborative ERP software makes it possible for global companies to meet the requirements for advanced e-business as well as use a standard ERP product for managing traditional business processes. This enables them to gain measurable benefits from trading electronically, building a private exchange or global portal, or optimising the supply chain.
From offices in Europe, North America and the Far East, and through its network of partners and dealers, Scala delivers software and services that are available in over 30 languages in more than 140 countries.
Scala is listed on the Euronext Amsterdam Stock Exchange (symbol: SCALA). 2001 revenue was USD 70.6 million (€ 79.1 million).
Visit Scalas website at www.scala.net for press information including press releases, information for investors, and company and product information.
© 2002 Scala Business Solutions, NV. All rights reserved. Scala® is a registered trademark. Other trademarks or registered trademarks are the property of their respective owners.