Technical Support

Creating world-class customer support

When critical systems go down, it’s all about the recovery. Service and Support organizations are judged on their ability to fix problems… and do so quickly. Customer experience is everything.

In a subscription-based service world, the support organization essentially “owns” the customer relationship and renewal. Avoiding churn is critical to the growth of technology providers.

Make your customer experience world-class

Problem solving process

Organizations have processes for almost everything. Surprisingly, most do not have one for solving problems. By defining a process and making it visible we can start managing its quality and make it measurable and repeatable so we can troubleshoot incisively.

Consistent results under pressure

When trouble hits, you do not want to leave things to chance or creativity. Only a consistent, high-quality process will generate consistent, world-class results when you are under pressure. For example, we know a “quality problem statement” will reduce your MTTR by up to 18%. Paying attention to the fundamentals of good troubleshooting is the basis for superior service.

Scalability

Research has shown that both the volume and complexity of problems is increasing at a dramatic rate. It is a losing battle to advance your technical knowledge at the same pace as technological advance. This means, product experience alone will not carry the day. KT provides a “technology-independent” process approach. Because it’s based on critical thinking and logic, it is scalable and applicable across your entire technology and product portfolio

Effectiveness and efficiency

The pressure is always on to become better, faster and more cost-effective. In this environment, trial and error is a costly approach that wastes your time and your customer’s time. When budgets are tight and resources overloaded, KT creates critical efficiency and effectiveness in the support environment.

Case Studies Section

Testimonials

“For me, personally…Kepner-Tregoe results can be measured in the hundreds of millions of dollars.”
–
Robert A. Lutz, Formerly Chairman of GM North America and Ford of Europe

“The process enables people to find solutions and encourages them to seek continuous improvement. The more we use it, the more success we have with it, and the more value we create.”
–
Jeffrey W. Green, Senior Production Specialist, Sonoco

“Our quality control standards are extremely high. Having a well-structured and disciplined approach to problem solving makes a huge difference in the speed at which we can find root cause.”
–
Product Manager, Ventilator Manufacturing Company

“KT’s Processes have encouraged active engagement rather than passive acceptance when coming to problem solving. Problem Analysis has saved our team time by systematically organizing the analysis process. ”
–
Quality Manager & KT Coach – Augmented Identity Solutions

“Our company has fostered a global culture of critical thinking, making structured decision-making and problem-solving a core part of daily operations. Through the enterprise-wide adoption of Kepner-Tregoe (KT) methodologies, our company has transformed troubleshooting, escalations, and risk management, ensuring data-driven, analytical approaches guide service and operational decisions.”
–
National Support Specialist – A Global Healthcare Company

“Our company integrated KT Problem Analysis methodology directly into our Major Incident response workflow, creating a more systematic approach to incident classification, root cause determination, and resolution. This process enabled our teams to quickly distinguish between relevant and irrelevant information during high-pressure situations, leading to more rapid and accurate incident classification.”
–
Senior Manager Incident Response – Fintech