KT Resolve

KT WHITE PAPERS: Best practice solutions for building service & support value.

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How do your best customers view their IT relationship?
Any mission-critical customer should reasonably expect their technology vendor to follow seven simple rules. Together, the seven rules comprise a customer manifesto—a blueprint for a balanced customer relationship. How does your organization measure up?
WHITE PAPER: The Customer Manifesto (pdf)


How does critical thinking succeed when technical training, scripts, knowledge management, and other approaches fail?
When a problem that has never been seen before arises, no amount of technical knowledge can provide the answers. Superior knowledge and understanding of customer issues and their resolution can be achieved by acquiring skills in structured questioning techniques, improving the capability to use these skills in real-time, and building competency through repeated use.
WHITE PAPER: On the Edge & In Control: Managing the Complexity of Technical Support (pdf)

How can service and support organizations maximize shareholder value?
If your customer support is not focused on satisfying your most important customers, you are probably losing shareholder value.  But satisfaction is not enough. You need loyalty.
WHITEPAPER: The Strategic Role of Customer support in Maximizing Shareholder Value (pdf)


Are the goals of service & support aligned with your corporate strategy?
KT helps organizations set and implement service and support strategies that focus on achieving goals that build long-term customer value.

Download our brochure: Rethinking Business Strategy: An Executive Session for Reviewing Your Strategic Health (pdf)

KT RESOLVESM

KT RESOLVE is a structured approach to troubleshooting for service and support. Through a combination of analysis, training, business process integration, and performance system improvement, KT Resolve helps organizations accelerate issue resolution and control the cost of support.

The approach focuses on using the right information and taking the best course of action. It is based on decades of research into how the most effective troubleshooters approach problems and decisions.

Using the KT techniques, troubleshooters get to the heart of a problem quickly, avoid unnecessary fixes, and move quickly to resolution.

KT works with clients to set and achieve customer lifetime value through specific, measurable goals including these and other critical objectives:

  • Improved customer satisfaction ratings
  • Improved problem progress reporting
  • Faster resolution times
  • Lower cost-per-incident
  • Faster, streamlined escalation
  • Less incident backlog
  • Lower rates of employee turnover
  • Accelerated productivity of new hires

Download our brochure: KT Resolve (pdf) 

Attend our free, on-demand webcast: Achieving Service Excellence through KT ResolveSM   

Contact KT for more information about  KT Resolve: Improving Customer Lifetime Value

CLIENT CASE STUDIES

Video Case Study: The KT Way with Mark Hayden of Sun Microsystems
Mark Hayden, a Six Sigma blackbelt and global program manager from Sun Microsystems, describes the value delivered by consistently applying KT methods in the Sun Global Resolution Troubleshooting program.
View Case Study (video)              
 View 2-page Case Study (pdf)

Improving Customer Service through Systematic Troubleshooting at Dell
Dell customer support used KT Resolve to address inconsistent service and expensive escalations resulting in dramatic cost savings.
View Case Study

Global IT Company Reduces the Cost of Critical Support by 40%
With the cost of critical account escalations averaging over $2 million, the support function of a global lT leader worked with KT to reduce the cost of these critical referrals while maintaining or improving service.
View Case Study

Tokyo Electron: When Advanced Technology Presents Problems Never Seen Before
During research and development of a new high-k, semiconductor process, Tokyo Electron used the systematic logic of KT rational process to resolve a key problem that had defied resolution for 18 months.
View Case Study

ARTICLE

But What Does It Do?  Steve White, KT Resolve Application Manager, takes a humorous and perceptive look at ITIL.

 

  

KT helps organizations worldwide to improve customer lifetime value

PARTIAL CLIENT LIST
Dell Computer Corporation
EDS Corporation
HP Company
Hitachi, Ltd.
IBM Corporation
Motorola, Inc.
Nokia Mobile Communications K.K.
Novell, Inc.
Oracle Corporation
Scientific-Atlanta, Inc.
Seagate Technology, Inc.
Sematech, Inc.
Siemens AG
Sinius GmbH
Sony Corporation
Storage Technology Corporation
Sun Microsystems, Inc
Telekom Malaysia, Berhad
Tokyo Electron, Inc.
Verizon Wireless, Inc.
KT Resolve is also the solution to critical service and support for bio-medical device and pharmaceutical organizations as well as the back office operations for money center banks and other financial services organizations.