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

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Receives Omega’s prestigious NorthFace ScoreBoard AwardSM for exceeding customer expectations

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Serena Software, the leading independent provider of application development and delivery solutions throughout the Software Development Lifecycle (SDLC) for the most highly regulated large enterprises (HRLEs), announced today that it has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2015. 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 2015, more than 275 projects, many international in scope, were judged from 70 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 excited and honored to receive recognition from the Omega Management Group. It is true reinforcement of the passion and dedication of Serena’s support team as well as the entire Serena organization,” said Peter Sianchuk, SVP - SBM & Solutions R&D, Global Customer Services. “For the 9th year, our extraordinary team has 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.”

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.”

About Serena Software

Serena Software is the largest independent Application Lifecycle Management (ALM) vendor with more than 2,500 enterprise customers. Serena helps the highly regulated large enterprise move fast without breaking things – increasing velocity of the software development lifecycle while enhancing security, compliance, and performance. More information is available at

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Kevin Parker
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