Case Studies

Better Faster: BlackBerry’s Transformation to Superior Support
In order to keep pace with RIM’s rapid growth and changing customer expectations, BPS needed to develop and implement a service strategy.
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IBM Rational Builds Client Satisfaction and Reduces Backlog with Better Problem Solving
IBM Rational Client Support asked Kepner-Tregoe (KT) to help improve troubleshooting performance. The challenge was to control the cost of support and increase client satisfaction at the same time by improving problem solving and reducing escalations as well as time-to-close.
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Siemens A&D: Customer Support as Competitive Advantage
Building on a wealth of experience and a pronounced service culture, Siemens A&D SIMATIC turned to Kepner-Tregoe Resolve® for a system for that would result in faster issue resolution and a better customer experience.
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Dell: Improving Customer Service Through Systematic Troubleshooting
Dell customer support used KT Resolve to address inconsistent service and expensive escalations resulting in dramatic cost savings.
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Money Center Bank: Recurring System Failure Puts Millions of Dollars at Risk
Using Kepner-Tregoe processes, the bank resolved the systems failure and restored the exchange cycle.
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Financial Services Company: Systematic Troubleshooting Prevents Expensive Work-Around
Rapid KT troubleshooting helps a financial services company maintain customer service standards.
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Regional Financial Services Company: A Process Approach to Resolving Conflict
After weeks of conflicts that caused delays, the KT Situation Appraisal process was used to focus discussion between two software development groups at a regional financial services company.
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Major Commercial Banks: Project Planning Results in “Trouble-Free” Merger
Over a six week period, KT project management guided the merger of the check cashing and loan operations of two major U.S. commercial banks.
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Sun Microsystems: The Time Machine--How Sun and KT will Save Sun Customers 1,200 Years
Combining training, coaching, performance system changes, process design, software tool development and Six Sigma discipline, Sun and KT radically transform Sun's global support.
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Global IT Company Reduces the Cost of Critical Support by 40%
With the cost of critical account escalations averaging over $2 million, the support function of a global lT leader worked with KT to reduce the cost of these critical referrals while maintaining or improving service.
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