Information technology client case studies are among our most well-documented examples of how Kepner-Tregoe (KT) structured troubleshooting and other processes have rapidly improved IT service and support performance and brought strategic management to service organizations worldwide. Our ITIL recognized problem management has made KT a trusted resource for improving support services while reducing the cost of support. Kepner-Tregoe troubleshooting and root cause analysis programs are used globally to improve the quality and speed of IT support.

IT client case studies reveal how KT uses a diagnostic approach to identify areas for improvement and then to set strategic priorities with a plan to execute them, according to the unique objectives of an organization.  IBM is one of many information technology companies that rely on Kepner-Tregoe consulting and training to improve customer satisfaction, their key success factor. In this IT client case study, IBM turned to KT for troubleshooting training, coaching, as well as change management in a targeted program to improve customer satisfaction as well as reduce cost, while still reducing issue resolution time. We invite you to read the results for this and other information technology case studies on our website. 

To learn more about Kepner-Tregoe consulting and training solutions for information technology, view some of our IT client case studies or contact KT.

View Information Technology Case Studies Just Below

 

KT for Highly Technical Support
KT for Highly Technical Support

The use of KT Problem Analysis techniques has enabled all our support engineers to speak the same language, regardless of product line, complexity or geography

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When Customer Satisfaction is at the Heart and Soul of a Company
When Customer Satisfaction is at the Heart and Soul of a Company

When the economy is a challenge, this tech company focused on its people. Through training and process improvement, the tech team that handle the most critical and complex problems reduced backlogs and improved customer satisfaction.

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IBM Rational Builds Client Satisfaction and Reduces Backlog With Better Problem Solving
IBM Rational Builds Client Satisfaction and Reduces Backlog With Better Problem Solving

IBM Rational client support uses client satisfaction as the key indicator of its success. When surveys showed some room for improvement they turned to KT to accelerate and improve troubleshooting…

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