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 to the root cause of problems faster, restoring service more effectively, managing risk actively, and communicating confidently under pressure.
Areas of Need
Technology is not going to get any simpler—Incident and Problem volumes are up everywhere. Yet, you’re often asked to do more with less resources. High quality and consistent troubleshooting is the key to IT stability as well as fast and full service restoration.
What makes you stand out from everyone else? In a world of largely interchangeable products and easily switchable, cloud-based sourcing models, a lot is riding on customer service to be a key differentiator for your business and driver of customer loyalty.
Service processes are how you “deliver” customer service. Their quality and consistency is key to the user experience. They need to be designed and executed with the customer in mind to deliver true customer value.
- Customer satisfaction increased to
- IBM Rational
- We needed improvement - and 12 months later, the figures are here, showing how our team has implemented the problem solving process …our progress was steady, going from +10%, +15%, +20% and +35%, and finally reaching +90% after just six months.
- Helpdesk Supervisor, Galileo