Video Testimonials from Clients

Transforming Support at Blackberry Premium Support. Recorded live at SSPA Services Leadership Conference with Brad Maybee, Vice President Technical Support for Research in Motion and Shellina Damji, Senior Consultant, Kepner-Tregoe Technology Practice

This 45-minute video presentation begins with some startling results—Research in Motion (RIM) has dramatically improved its Blackberry Premium Support by slashing the average time to resolve problems by 39%; improving case quality (problem description) 96%; reducing escalations by 35%; and building overall customer satisfaction ratings up 23 points. The presenters describe the challenges of supporting RIM’s top enterprise customers and the way Kepner-Tregoe worked with RIM on a global basis to focus on organizational goals, develop and embed a better approach to problem solving, and achieve sustainable improvements that create long-term customer value.

The KT Way with Mark Hayden of Sun Microsystems.  In this brief video testimonial, Mark Hayden, a Six Sigma Blackbelt and global program manager at Sun Microsystems, describes the value delivered by consistently applying KT methods in the Sun Global Resolution Troubleshooting program.

Kristina Lengyel, VP Customer Care Open Solutions, discusses the applicability of KT's processes in managing client expectations and relationships, and the value of partnering with KT at a strategic level to deliver organizational transformation and operational improvement. .

Dale Hobil, Senior Manager IBM Rational Customer Service, discusses the use of KT processes to eliminate problems, respond to ever increasing customer demand and measurably increase customer satisfaction.