Serena Software Honored for Delivering World-Class Customer Service

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Becomes Seven-time Recipient of Omega’s Prestigious NorthFace ScoreBoard Award by Continuously Exceeding Customer Expectations for Service Quality

Serena Software, the largest independent provider of Orchestrated Application Development and Release Management solutions, announced today that it has received the NorthFace ScoreBoard Award from Omega Management Group Corp. for the seventh year in recognition of achieving excellence in customer service and support in 2013. Since 2000, the award has been presented annually to companies who exceed expectations in customer satisfaction, as rated solely by their own customers during the prior calendar year.

“The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, president & CEO of Omega. “In 2013, more than 250 projects, many international in scope, were judged from scores of companies based in the U.S. and abroad. The majority of companies are repeat recipients, which shows that, despite the tough economy, implementing a CEM strategy is a reliable, proven way to achieve business success.”

“Serena is committed to delivering a high quality customer experience, way beyond just technical support,” said Peter Sianchuk, group vice president of customer experience & IT at Serena Software. “The NorthFace ScoreBoard Award is especially important to us because it is based on the direct feedback from a random selection of our customers around the world, throughout the year. The comments we receive directly drive improvements in our communication and support processes, ensuring we go well beyond supporting our customers…to delighting them!”

Omega is an expert in customer experience management (CEM) strategy, and helps companies boost revenue and profits by consistently exceeding customer expectations for service quality. Their methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) at least four times during the year in such categories as technical support, customer service and account management. NorthFace ScoreBoard Award recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or higher score out of the possible 5.0 (or equivalent).

“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award is viewed as the only objective benchmark for excellence in customer service,” Maraganis said. “Our research indicates that companies like Serena that consistently achieve a 4.0 rating or above, which we call the ‘Loyalty Zone,’ are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.”

Tweet this: High honors and NFSB award given to @SerenaSoftware for excellence in #customerservice and support

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About Serena Software

Serena Software provides orchestrated application development and release management solutions to the Global 2000. Our 2,500 active enterprise customers, including a majority of the Fortune 100, have made Serena the largest independent ALM vendor and the only one that orchestrates DevOps, the processes that bring together application development and operations.

Headquartered in Silicon Valley, Serena serves enterprise customers across the globe.

Media Contact:
Carl Landers
Serena Software
+1 650 481 3446

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