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SCC’s Centers of Excellence

Achieving customer satisfaction and success

During the SCC Town Hall Forum at SNUG 2019 and the Client Services Forum later that week, members
of SCC’s Global Support and Implementation team announced the creation of SCC’s Centers of Excellence (COEs).

Customer satisfaction and success is firmly planted as our guiding principle, and SCC’s Centers of Excellence
establish SCC Soft Computer as a customer-focused organization with a team-oriented approach for issue
identification and problem resolution.

A Center of Excellence is a cross-functional team whose primary focus is to develop, maintain, and continuously
improve the client experience (for the life of the partnership) through implementation, technical support,
and on-going training.

• Combining core competencies under one group to fulfill a shared goal of increasing client loyalty and satisfaction,
the COE drives a culture of accountability while enabling us to stay true to our guiding principles of customer satisfaction and success.
• Best Practices are at the core of the COE and serve as a roadmap for the COE to navigate the implementation process and work
closely with SCC’s clients to achieve REPEATABLE and PREDICTABLE outcomes.

• The COE collaborates proactively with all departments at SCC to create a holistic approach to product delivery and client satisfaction.
Creating synergy among the different teams that provide knowledge transfer—Implementation, Support, Product, Educational
Services—is key to the COE. Bringing these teams together helps create a standardized approach to education delivery.
Core product knowledge is transformed into internal and customer-specific trainings with the goal of creating levels of certifications.