Serena Software Honored for Delivering ‘World-Class’ Customer Service

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Receives Omega’s prestigious NorthFace ScoreBoard Award SM for exceeding customer expectations

We are honored to receive recognition from the Omega Management Group: it is true reinforcement of the passion and dedication of Serena’s support organization.

Serena Software, the largest independent provider of Orchestrated Application Development and Release Management solutions, announced today that it has received the NorthFace ScoreBoard Award SM from Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2014. Since 2000, the award has been presented annually to companies who, as rated solely by their own customers, exceeded expectations in customer satisfaction during the prior calendar year. 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.

“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 2014, 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.”

“We are honored to receive recognition from the Omega Management Group: it is true reinforcement of the passion and dedication of Serena’s support organization. For the 8th year, our extraordinary team have demonstrated what it takes to be successful in supporting enterprise customers who are dealing with some of the most complex business problems in the world’s most technically hostile environments. Our success is predicated on the success of our customers for whom we provide live support, in their local language, 24x7, from a team with an average tenure of over a decade.” said Peter Sianchuk, SVP of Worldwide Customer Services.

Omega’s methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) four times during the year in such categories as technical support, field service, 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 above out of a possible 5.0.

“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception as the only objective benchmark for excellence in customer service,” Maraganis said. “Our research indicates that companies 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.”

Additional Information

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. More information is available on the company’s website at

Media Contact:

Serena Software
Kevin Parker

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