Penang, Malaysia (July 18, 2012) - Six months into its
official opening, IHS (NYSE: IHS), the leading source of
information and analysis, is pleased to announce that its
third Center of Excellence (CoE) in Penang, Malaysia is
now providing the full spectrum of help desk and order
management services for its customers.
Worth an initial investment of about USD8 million, the
IHS CoE in the Asia Pacific (APAC) region was officially
opened in January this year. The facility in Penang is
the third CoE for IHS worldwide, after the ones in
Englewood, Colorado, US and Bracknell, UK, and will be
one of the largest sites globally with an investment
potentially exceeding USD50 million by 2015.
With colleagues operating in three shifts round the clock
to serve IHS operations in the Americas, EMEA (Europe,
Middle East and Africa) and APAC regions, the Center
provides support for various activities including: order
management (processing, validation, delivery and renewals
pricing), customer care (email and phone helpdesk
services), as well as finance and data / information
management and processing.
Said Fran Kienle, IHS vice president, Penang CoE:
"The Penang CoE is an excellent illustration of the
relentless pursuit of 'customer delight' by IHS -
an integral part of our corporate mission and an
underlying key factor driving the company's growth.
The Center was established to provide excellent standards
of customer care for IHS customers in the APAC region and
worldwide, by making it easier, faster and more
convenient for customers to reach us.
"Since we opened the Center in January this year, we
have been ramping up our investment in terms of
resources, skills training and knowledge transfer. Today,
we have close to 80 colleagues providing a full range of
language support, including English, Chinese, Japanese,
Malay, Tamil and Korean, and this number will go up to
more than 150 colleagues by year end. The team's
achievements to date have been impressive. They are
handling on average 350 helpdesk cases a month, with 69
percent of cases resolved at first contact and an overall
resolution satisfaction rating of 100 percent."
Penang was chosen as the location for the IHS CoE in the
APAC region for many reasons, key of which is the
abundance of skilled resources and prevalence of strong
government support. The center, located at Jalan Sultan
Ahmad Shah, is also a key investment welcomed by the
Penang Government as it opens up huge job opportunities
in new areas for the locals.
Said IHS Chairman and CEO Jerre Stead: "Our Center
of Excellence in Penang will be the largest IHS center in
the world, with the potential to hire some 1,000 people
by 2015, with most of them locals, as we believe this is
the only way to succeed.
"We chose Penang as we felt it was a good cultural
fit for IHS with its prevalent spirit of teamwork and
integrity. We are committed to continuous investment in
the Penang Center of Excellence, as it is key to the IHS
mission of putting our Customer First."
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