Award Winning Customer Support

AspenTech's Award Winning Customer Support

AspenTech's Global Customer Support & Training organization is dedicated to ensuring the highest level of customer success and satisfaction by building strong relationships with and providing unparalleled service to our customers.

AspenTech - SSPA STAR Awards for Best Online Support
2007	2007-- Aspen Technology Wins Award for Best Online Support - Receives SSPA's STAR Award for Excellence in Self-Service Capabilities In May, 2007, AspenTech was honored to receive The 2007 SSPA STAR Best Online Support Award presented by the Service & Support Professionals Association (SSPA), the most influential association for technology service and support professionals. The 2007 award represents the third such honor for Aspen Technology; AspenTech received the WebStar Service Award for outstanding web-based customer support in 2003 and 2004.
The STAR Awards for Best Practices are awarded after the applicants successfully undergo a rigorous review by a select industry committee. In order to be considered, companies must submit a detailed description of their online support process along with the following information: Specific baseline data Performance metrics Returns and benefits Additional information about what makes their best practices unique The STAR Awards for Best Practices are presented annually to the company that effectively promotes and instructs customers on its self-service capabilities, systems and tools, offers consistent and integrated interfaces, and measures customer success through usage of metrics for ongoing improvement. This honor represents industry peer recognition that the recipient of the award provides the most innovative and efficient processes for service and support. Michele Triponey, senior vice president, global customer support and training, Aspen Technology: "To be recognized by our peers as providing the best online support is welcome validation for all the hard work our valued and talented teams of professionals have invested in creating self-service capabilities that are truly exceptional. Customer support and service are critically important to Aspen Technology and this award speaks to that dedication." "This accomplishment was made possible by the outstanding teamwork exhibited by our support consultants and our support technology and customer care teams. I look forward to working with these groups as we continue to reach new heights in creating value for our customers." Stephen Smith, executive director, SSPA: "Given the increased complexity of today's home and enterprise technologies, the differentiating factor in the overall customer experience often comes down to the quality and breadth of support they receive. The caliber of this year's competition has really raised the bar for excellence and sets the standard for world-class service and support organizations."

AspenTech - SSPA STAR Awards for Best Online Support

2007

2007-- Aspen Technology Wins Award for Best Online Support - Receives SSPA's STAR Award for Excellence in Self-Service Capabilities
In May, 2007, AspenTech was honored to receive The 2007 SSPA STAR Best Online Support Award presented by the Service & Support Professionals Association (SSPA), the most influential association for technology service and support professionals. The 2007 award represents the third such honor for Aspen Technology; AspenTech received the WebStar Service Award for outstanding web-based customer support in 2003 and 2004.

The STAR Awards for Best Practices are awarded after the applicants successfully undergo a rigorous review by a select industry committee. In order to be considered, companies must submit a detailed description of their online support process along with the following information:

Specific baseline data

Performance metrics

Returns and benefits

Additional information about what makes their best practices unique

The STAR Awards for Best Practices are presented annually to the company that effectively promotes and instructs customers on its self-service capabilities, systems and tools, offers consistent and integrated interfaces, and measures customer success through usage of metrics for ongoing improvement. This honor represents industry peer recognition that the recipient of the award provides the most innovative and efficient processes for service and support.

Michele Triponey, senior vice president, global customer support and training, Aspen Technology:

"To be recognized by our peers as providing the best online support is welcome validation for all the hard work our valued and talented teams of professionals have invested in creating self-service capabilities that are truly exceptional. Customer support and service are critically important to Aspen Technology and this award speaks to that dedication."

"This accomplishment was made possible by the outstanding teamwork exhibited by our support consultants and our support technology and customer care teams. I look forward to working with these groups as we continue to reach new heights in creating value for our customers."

Stephen Smith, executive director, SSPA:

"Given the increased complexity of today's home and enterprise technologies, the differentiating factor in the overall customer experience often comes down to the quality and breadth of support they receive. The caliber of this year's competition has really raised the bar for excellence and sets the standard for world-class service and support organizations."

AspenTech - WebStar Service Award for Outstanding Web-based Customer Support
2004 2003	In April 2004, AspenTech received the second consecutive WebStar Service Award for outstanding web-based customer support. The WebStar Service Award is presented annually by the SSPA to five select organizations that provide superior customer service for their online customers.
Bill Rose, SSPA Founder/CEO "The WebStar Service Awards winners are industry leading organizations that truly understand the impact the Internet can have on technical support," said. "Aspen Technology delivers world class web-based services and the WebStar Service Award serves as the highest form of recognition they can receive in the service and support industry." Comments from the WebStar Service Awards judges included: "Excellent breath of services provided with the ability for customers to highly customize their interaction with the site." "Extremely high satisfaction rates from site users." "The site offerings align well with their goals of proactively, self-service and continuing education of their customers." Desmond Jacas, Director of Customer Support & Training Technology of AspenTech "Delivering outstanding web-based support to customers is one of the core elements of our support strategy," said Desmond. "Our online Support and Training Center provides our customers with a wealth of valuable resources, and helps ensure that they realize the maximum value from our solutions. We are proud that these efforts have been recognized by the SSPA."

AspenTech - WebStar Service Award for Outstanding Web-based Customer Support

2004
2003

In April 2004, AspenTech received the second consecutive WebStar Service Award for outstanding web-based customer support. The WebStar Service Award is presented annually by the SSPA to five select organizations that provide superior customer service for their online customers.

Bill Rose, SSPA Founder/CEO

"The WebStar Service Awards winners are industry leading organizations that truly understand the impact the Internet can have on technical support," said. "Aspen Technology delivers world class web-based services and the WebStar Service Award serves as the highest form of recognition they can receive in the service and support industry."

Comments from the WebStar Service Awards judges included:

"Excellent breath of services provided with the ability for customers to highly customize their interaction with the site."

"Extremely high satisfaction rates from site users."

"The site offerings align well with their goals of proactively, self-service and continuing education of their customers."

Desmond Jacas, Director of Customer Support & Training Technology of AspenTech

"Delivering outstanding web-based support to customers is one of the core elements of our support strategy," said Desmond. "Our online Support and Training Center provides our customers with a wealth of valuable resources, and helps ensure that they realize the maximum value from our solutions. We are proud that these efforts have been recognized by the SSPA."

AspenTech is - SSPA STAR Award for Excellence in Complex Support Applications
2004 2003 2002 2001 1997	1997, 2001, 2002, 2003 and 2004 -- AspenTech received the STAR Award for excellence in Complex Support Applications The typical applicant in the Complex Support Application category is comprised of senior level technical support representatives who interface with senior level customers in engineering and scientific fields. Customer call volume is low due to the complexity of each request, and the time it takes to identify and resolve each issue.
"In all my years in the tech support industry, Aspen Technology is one of the few companies I've seen deliver extremely complex support while maintaining amazingly high customer satisfaction," said Bill Rose, Founder and Executive Director, SSPA. "This consistent level of excellence made them very deserving of the SSPA Hall of Fame Award, given to companies who have won five SSPA STAR Awards." The typical applicant in the Complex Support Application category is comprised of senior level technical support representatives who interface with senior level customers in engineering and scientific fields. Customer call volume is low due to the complexity of each request, and the time it takes to identify and resolve each issue. AspenTech's global Customer Support organization is made up of experienced professionals with an in-depth understanding about the complexities of process manufacturing, from chemical plant design to bulk delivery of petroleum products. Consultants provide both electronic and telephone support, around the clock, in all regions of the world.

AspenTech is - SSPA STAR Award for Excellence in Complex Support Applications

2004 2003 2002 2001 1997

1997, 2001, 2002, 2003 and 2004 -- AspenTech received the STAR Award for excellence in Complex Support Applications
The typical applicant in the Complex Support Application category is comprised of senior level technical support representatives who interface with senior level customers in engineering and scientific fields. Customer call volume is low due to the complexity of each request, and the time it takes to identify and resolve each issue.

"In all my years in the tech support industry, Aspen Technology is one of the few companies I've seen deliver extremely complex support while maintaining amazingly high customer satisfaction," said Bill Rose, Founder and Executive Director, SSPA. "This consistent level of excellence made them very deserving of the SSPA Hall of Fame Award, given to companies who have won five SSPA STAR Awards."

The typical applicant in the Complex Support Application category is comprised of senior level technical support representatives who interface with senior level customers in engineering and scientific fields. Customer call volume is low due to the complexity of each request, and the time it takes to identify and resolve each issue.

AspenTech's global Customer Support organization is made up of experienced professionals with an in-depth understanding about the complexities of process manufacturing, from chemical plant design to bulk delivery of petroleum products. Consultants provide both electronic and telephone support, around the clock, in all regions of the world.

AspenTech – Hall of Fame Lifetime Achievement Award for Service Excellence
2004	2004 -- AspenTech earned the Hall of Fame Lifetime Achievement Award for Service Excellence SSPA presented AspenTech with this very prestigious award as special recognition for winning five STAR Awards. AspenTech is one of nine companies to be recognized with this prestigious award since the SSPA was founded 15 years ago. AspenTech won their STAR Awards for providing exemplary customer support in the Complex Support Applications category.
Bill Rose, Founder and Executive Director, SSPA. "In all my years in the tech support industry, Aspen Technology is one of the few companies I've seen deliver extremely complex support while maintaining amazingly high customer satisfaction." "This consistent level of excellence made them very deserving of the SSPA Hall of Fame Award, given to companies who have won five SSPA STAR Awards."

AspenTech – Hall of Fame Lifetime Achievement Award for Service Excellence

2004

2004 -- AspenTech earned the Hall of Fame Lifetime Achievement Award for Service Excellence
SSPA presented AspenTech with this very prestigious award as special recognition for winning five STAR Awards. AspenTech is one of nine companies to be recognized with this prestigious award since the SSPA was founded 15 years ago. AspenTech won their STAR Awards for providing exemplary customer support in the Complex Support Applications category.

Bill Rose, Founder and Executive Director, SSPA.
"In all my years in the tech support industry, Aspen Technology is one of the few companies I've seen deliver extremely complex support while maintaining amazingly high customer satisfaction." "This consistent level of excellence made them very deserving of the SSPA Hall of Fame Award, given to companies who have won five SSPA STAR Awards."

Service Capability & Performance (SCP) Certification
	Our North America/Latin America (NALA) Support Centers are also certified under the SSPA's prestigious Service Capability & Performance (SCP) Certification program. The SCP Certification process extends beyond the STAR Award achievement by thoroughly testing a support organization's strategies and operating processes against a stringent set of performance standards and metrics that represent the best practices in the industry.
These significant achievements were made possible through the ongoing improvements we have employed throughout the organization, and through the significant investments we have made in developing and continuously improving our web support offerings. We continue to focus improvement efforts in the areas most important to you. We encourage your feedback regarding our Support services. These accomplishments are a tribute to the combined efforts of the entire global Customer Support & Training organization and to the many organizations throughout AspenTech who contribute to ensuring a positive experience for our customers.

Service Capability & Performance (SCP) Certification

Our North America/Latin America (NALA) Support Centers are also certified under the SSPA's prestigious Service Capability & Performance (SCP) Certification program. The SCP Certification process extends beyond the STAR Award achievement by thoroughly testing a support organization's strategies and operating processes against a stringent set of performance standards and metrics that represent the best practices in the industry.

These significant achievements were made possible through the ongoing improvements we have employed throughout the organization, and through the significant investments we have made in developing and continuously improving our web support offerings. We continue to focus improvement efforts in the areas most important to you. We encourage your feedback regarding our Support services.

These accomplishments are a tribute to the combined efforts of the entire global Customer Support & Training organization and to the many organizations throughout AspenTech who contribute to ensuring a positive experience for our customers.