This 45-minute video presentation begins with some startling results.
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. 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.