Customer Service and IT Support
Increase customer satisfaction while reducing cost
Customer Support and IT challenges are abundant: limited resources, increasingly complex technology, plus a customer base that demands “faster, better, cheaper”.
Kepner-Tregoe leverages the world’s leading troubleshooting methodology to shorten resolution times, reduce costs per incident, and increase customer satisfaction.
Our people deliver proven solutions which bring higher quality and consistency to the customer interaction and documentation process by getting faster to the root cause of problems, restoring service more effectively, managing risk actively and communicating confidently under pressure.
Our Solutions
Problem Management - KT Resolve
Heralded as best practices for support organizations, the KT Resolve solution brings higher quality and consistency to the troubleshooting process. KT Resolve gets to the root cause of problems faster and fixes them permanently.
Incident Management - KT Restore
Your reputation is built on how efficiently and effectively Technical Support and IT Operations services are restored. KT Restore works with you to bring quality, consistency and speed to customer interactions. It’s confidence under pressure.
Service Process Improvement
Process Improvement needs to be driven by both strategic and operational priorities. The Kepner-Tregoe Service Process Improvement solution aims at maximizing both the effectiveness and efficiency of your processes.
Process Facilitation
When there is pressure to restore non-working service to a customer and other issues, you need a clear leadership model to handle both the management and the technical escalation. Defusing an emotionally charged atmosphere enables clear documentation, communication, prioritization, and resolution.
ITSM Problem and Incident Management Workshop
Our “entry-level” workshop uses Kepner-Tregoe’s world-renowned processes for ITIL® Problem and Incident Management. This priSM® recognized course prepares you for the BCS examination.
Service Organization Assessment
We have 50+ years of experience in improving business performance. We have created a diagnostic approach that identifies how to effectively increase Customer-Lifetime-Value from both a revenue and cost perspective.
Service Strategy Formulation and Implementation
Our proven five-phase approach helps you assess your strategic environment. It allows you to “define your future” and demonstrates how to compete most effectively. It also sets strategic priorities with a plan to execute them.
Related Content
- Raised problem closure rate to
- 100%
- Tellabs
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KT became a very unique partner of ours… a very pragmatic supporter in the execution of our strategy.
- Kristina Lengyel, VP Customer Care
- Open Solutions
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