Serena Software Earns Customer Serena Software Earns Customer Service HonorsService Honors

•In April 2014, HGGC, LLC, portfolio company Serena Software earned Omega Management Group Corp.’s NorthFace ScoreBoard Award for the seventh time. The award, intended to recognize organizations that “not only offer exemplary customer service, but which also center their existence on a deep commitment to exceeding customer expectations,” according to Omega’s president and CEO, was given to 35 companies for their work in 2013.

•To judge companies, Omega uses a five-point scale to measure customer loyalty and satisfaction at four or more times over the course of the year. Companies receive ratings in several categories, including field service and technical support. In 2013, award recipients received at least a rating of 4.0 on the survey responses. The NorthFace ScoreBoard Award is intended as an objective indication that a company has developed long-term, profitable customer relationships that put pressure on its competitors. The 2013 awards will be presented at Omega’s SCORE Conference 2014, where speakers will also discuss customer experience management in front of hundreds of executives.