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.