{"id":43589,"date":"2023-10-20T10:01:00","date_gmt":"2023-10-20T10:01:00","guid":{"rendered":"https:\/\/kepner-tregoe.com\/about\/case-studies\/hcl-transforming-the-customer-experience-through-troubleshooting\/"},"modified":"2026-01-27T14:02:02","modified_gmt":"2026-01-27T14:02:02","slug":"hcl-transforming-the-customer-experience-through-troubleshooting","status":"publish","type":"client-success-story","link":"https:\/\/kepner-tregoe.com\/fr\/about\/client-success-stories\/hcl-transforming-the-customer-experience-through-troubleshooting\/","title":{"rendered":"HCL &#8211; Transforming the customer experience"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"h-hcl-technologies-hcltech-is-transforming-its-customer-support-organization-with-kepner-tregoe\">HCL Technologies (HCLTech) is transforming its Customer Support Organization with Kepner Tregoe<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-learn-how-in-this-recorded-webinar-with-rob-barker-from-hcl\">Learn how in this recorded webinar with Rob Barker from HCL:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Maximizing the return on your training investment through on-the-job application, making the learnings anchored and intuitive<\/li>\n\n\n\n<li>Applying targeted real-time coaching to steepen the learning curve and ensure continued development of strong troubleshooting skills<\/li>\n\n\n\n<li>Embedding critical behaviors in your processes and workflows<\/li>\n\n\n\n<li>Realizing a 10-20% increase in customer satisfaction <\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-wsfirst-responsive-spacer responsive-spacer\" aria-hidden=\"true\"><div class=\"responsive-spacer-fullsize\" style=\"height:2.5rem\"><\/div><div class=\"responsive-spacer-tablet\" style=\"height:1.875rem\"><\/div><div class=\"responsive-spacer-mobile\" style=\"height:1.25rem\"><\/div><\/div>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"HCL Technologies - Transforming the Customer Experience - Kepner Tregoe Consulting &amp; Training\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/_f8F2BwTDM4?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<div class=\"wp-block-wsfirst-responsive-spacer responsive-spacer\" aria-hidden=\"true\"><div class=\"responsive-spacer-fullsize\" style=\"height:2.5rem\"><\/div><div class=\"responsive-spacer-tablet\" style=\"height:1.875rem\"><\/div><div class=\"responsive-spacer-mobile\" style=\"height:1.25rem\"><\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-about-our-presenter\">About our presenter<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Rob Barker works as an Education Lead for HCL Software Support (HCLTech) and is responsible for developing analytical and communication skills in their worldwide support teams. A qualified Kepner-Tregoe Program Leader (certified trainer), Rob draws on over 25 years of troubleshooting experience in software support to create engaging workshops that challenge engineers to think clearly before acting. Before joining HCL Technologies, he worked at IBM, Infor, and SSA Global Technologies as a support manager and engineer. Rob brings multicultural expertise to his worldwide role with a career based in the Asia Pacific Region.<\/p>\n","protected":false},"author":8,"featured_media":800,"template":"","client-success-story-category":[278],"class_list":["post-43589","client-success-story","type-client-success-story","status-publish","has-post-thumbnail","hentry","client-success-story-category-it-communication"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>HCL - Transforming the customer experience - Kepner-Tregoe<\/title>\n<meta name=\"description\" content=\"Find out how HCL achieved a 10-20% increase in customer satisfaction through continued development of strong troubleshooting skills\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kepner-tregoe.com\/fr\/about\/client-success-stories\/hcl-transforming-the-customer-experience-through-troubleshooting\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"HCL - Transforming the customer experience\" \/>\n<meta property=\"og:description\" content=\"Find out how HCL achieved a 10-20% increase in customer satisfaction through continued development of strong troubleshooting skills\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kepner-tregoe.com\/fr\/about\/client-success-stories\/hcl-transforming-the-customer-experience-through-troubleshooting\/\" \/>\n<meta property=\"og:site_name\" content=\"Kepner-Tregoe\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-27T14:02:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/kepner-tregoe.com\/wp-content\/uploads\/2025\/06\/bigstock-200198206.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"350\" \/>\n\t<meta property=\"og:image:height\" content=\"218\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/fr\\\/about\\\/client-success-stories\\\/hcl-transforming-the-customer-experience-through-troubleshooting\\\/\",\"url\":\"https:\\\/\\\/kepner-tregoe.com\\\/fr\\\/about\\\/client-success-stories\\\/hcl-transforming-the-customer-experience-through-troubleshooting\\\/\",\"name\":\"HCL - Transforming the customer experience - Kepner-Tregoe\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/fr\\\/about\\\/client-success-stories\\\/hcl-transforming-the-customer-experience-through-troubleshooting\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/fr\\\/about\\\/client-success-stories\\\/hcl-transforming-the-customer-experience-through-troubleshooting\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/kepner-tregoe.com\\\/wp-content\\\/uploads\\\/2025\\\/06\\\/bigstock-200198206.jpg\",\"datePublished\":\"2023-10-20T10:01:00+00:00\",\"dateModified\":\"2026-01-27T14:02:02+00:00\",\"description\":\"Find out how HCL achieved a 10-20% increase in customer satisfaction through continued development of strong troubleshooting skills\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/fr\\\/about\\\/client-success-stories\\\/hcl-transforming-the-customer-experience-through-troubleshooting\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/kepner-tregoe.com\\\/fr\\\/about\\\/client-success-stories\\\/hcl-transforming-the-customer-experience-through-troubleshooting\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/fr\\\/about\\\/client-success-stories\\\/hcl-transforming-the-customer-experience-through-troubleshooting\\\/#primaryimage\",\"url\":\"https:\\\/\\\/kepner-tregoe.com\\\/wp-content\\\/uploads\\\/2025\\\/06\\\/bigstock-200198206.jpg\",\"contentUrl\":\"https:\\\/\\\/kepner-tregoe.com\\\/wp-content\\\/uploads\\\/2025\\\/06\\\/bigstock-200198206.jpg\",\"width\":350,\"height\":218,\"caption\":\"Call center worker accompanied by her team. 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