Problem Management

We'll help you deliver superior troubleshooting quality and consistency

Heralded as best practices for support organizations, the KT Resolve solution brings higher quality and consistency to the troubleshooting, escalation, and documentation process. Quickly getting to the root cause of problems leads to permanent solutions, beneficially affecting efficiency, quality, and cost.

Results delivered

• Reduced Mean-Time-To-Resolution by 50%
• Increased Customer Satisfaction to +90%
• Improved first-time-fix-rate by 40%
• Reduced backlog by 60%
• Faster/streamlined escalation
• Accelerated productivity of new hires
• Dramatic improvement in the customer service experience

 

KT Resolve

The world-class troubleshooting solution

KT Resolve is both a process improvement approach and a toolkit for top-quality, consistent troubleshooting. We collaborate with you to implement our methodologies in your organization for maximum impact:

Analyze: We perform an assessment of your Problem Management environment. Identifying both strengths, gaps and weaknesses gives us a benchmark to begin.

Design: Next we create a customized solution that directly impacts your core metrics. ROI is the driver here, creating a strong business case for implementing targeted improvements.

Deliver: A team drawn from KT and your organization deploys the solutions to achieve significant operational advances. KT rational process is the roadmap to success while providing performance support to team members.

Document: Not only will we monitor your progress, we’re there with you to document, analyze, and review the results.

Sustain: Once you’ve tasted success, let’s build on it. Our programs identify opportunities for continuous improvement and enhanced performance.

 

Contact us to explore how this solution is a fit for you, your team, your organization.