PALO ALTO, Calif., July 25, 2018 /PRNewswire/ -- Cloudera,
Inc., (NYSE: CLDR), the modern platform for machine learning
and analytics optimized for the cloud, announced that it received
Service Capability & Performance (SCP) certification for the
third consecutive year, underscoring the company's commitment to
providing exceptional service and support for customer success. The
SCP Standards quantify the effectiveness of service and support
operations based on a stringent set of over 100 major performance
factors over a year-long period. The criteria represent the highest
standards for best practices in the industry.
Click to Tweet: For 3 years
in a row, @Cloudera passes Service Capability & Performance
Standards' annual audit with flying colors for outstanding customer
support: http://bit.ly/2LP1Twj @SvcStrategies #customersuccess
"The SCP Standards help guide Cloudera on our continued mission
to provide the best mission-critical technical support for
enterprise customers," said Angus
Klein, Vice President, Support at Cloudera. "Enterprise
needs are constantly changing with the advancements in machine
learning, analytics, and cloud. To receive the SCP certification
three years in a row is an industry differentiator and demonstrates
our tenacious commitment of using consistent best practices to
deliver world-class support to our valued global customers."
The SCP Standards serve as a benchmark of service excellence
that help businesses ensure that the right organizational
structures, tooling, and systems are in place to meet the evolving
demands and business needs of customers.
"My colleague, Linden Hillenbrand, vice president, Customer
Success, and I are both adamant about helping Cloudera to become
even more customer-centric," continued Klein. "We use several
communication channels including Cloudera Engaged and our Voice of
the Customer program where customers are invited to provide
feedback on our products and services. We are religious about
absorbing and acting on customers' comments and SCP's
evaluation."
Following the SCP Standards recertification audit, Cloudera has
implemented several new customer service enhancements based on the
findings from the annual certification process, including:
- Launching Cloudera Support Hub (CSH), a custom-built case
tracking system tuned for isolating customer issues faster and with
higher accuracy
- Reorganizing its Service Delivery Team into work groups aligned
to customer use cases for improved collaboration and knowledge
sharing resulting in a 20% reduction in time to resolution
- Enhancing its Cloudera Support Learning Programs to support the
education of 45 global support leaders and elevate the customer
experience
"For the past three years, Cloudera has consistently
demonstrated its commitment to the highest caliber of service
excellence by strategically implementing findings from our yearly
audit," said Greg Coleman, Vice
President of Strategic Programs at Service Strategies. "We look
forward to continuing working with Cloudera to further uplevel
their world-class service and support that helps their customers
achieve long-term success."
Additional Resources
- Learn more about Cloudera's award-winning Services and
Support
- Register to virtually attend Cloudera NOW for best practices,
practical advice, and hands-on workshops led by data experts on
August 2nd, 2018 or after
on-demand
About Service Strategies Corporation
Service Strategies advances service excellence by helping companies
deliver the highest quality service and support to their clients.
The world's leading service providers have adopted Service
Strategies' Service Capability & Performance (SCP) Standards as
their roadmap to service excellence and benchmark measure of
success. In addition, thousands of service professionals around the
world have enhanced their skills through participation in the
company's training and certification courses, while its strategic
advisory and consulting services are helping service organizations
optimize business operations and achieve substantial performance
gains. For more information visit www.servicestrategies.com or
email info@servicestrategies.com.
About Cloudera
At Cloudera, we believe that data can make what is impossible
today, possible tomorrow. We empower people to transform complex
data into clear and actionable insights. We deliver the modern
platform for machine learning and analytics optimized for the
cloud. The world's largest enterprises trust Cloudera to help solve
their most challenging business problems. Learn more at
www.cloudera.com.
Connect with Cloudera
About Cloudera: cloudera.com/more/about.html
Read our VISION blog: vision.cloudera.com/ and
Engineering blog: blog.cloudera.com/
Follow us on Twitter: twitter.com/cloudera
Visit us on Facebook: facebook.com/cloudera
See us on
YouTube: youtube.com/user/clouderahadoop/featured
Join the Cloudera Community: community.cloudera.com/
Read about our customers'
successes: cloudera.com/more/customers.htmlFor information on
Cloudera Enterprise and SDX: cloudera.com/products/sdx.html
Cloudera and associated marks and trademarks are
registered trademarks of Cloudera, Inc. All other company and
product names may be trademarks of their respective owners.
This press release contains forward-looking statements
including, among other things, statements regarding the expected
performance and benefits of Cloudera's offerings. The words
"believe," "may," "will," "plan," "expect," and similar expressions
are intended to identify forward-looking statements. These
forward-looking statements are subject to risks, uncertainties, and
assumptions. If the risks materialize or assumptions prove
incorrect, actual results could differ materially from the results
implied by these forward-looking statements. Risks include, but are
not limited to, risks described in our filings with the Securities
and Exchange Commission (SEC), including our Form S-1 Registration
Statement, and our future reports that we may file with the SEC
from time to time, which could cause actual results to vary from
expectations. Cloudera assumes no obligation to, and does not
currently intend to, update any such forward-looking statements
after the date of this release.
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SOURCE Cloudera, Inc.