Client: A global, multi-billion-dollar software and cloud services company
Goal: Improve customer experience and reduce Mean-Time-to-Resolution (MTTR)
Solution: Kepner-Tregoe performed a baseline assessment, leveraging process mining to analyze variation, flow, and measure performance. Based on this diagnostic a solution was created to address the key goals around process and problem-solving consistency, more effective knowledge capture and a streamlined customer experience (CX).
KT delivered an initial training and improvement program that integrated a universal, common, problem-solving approach into the support process and workflow which drives more predictable quality outcomes, a superior CX, and enhances communication with the customer.
In addition, a consistent case structure, based on a universal, proven content standard, was used to capture and document customer issues and improve knowledge re-use.
Throughout the project, the improvement program was supported by targeted coaching to identify and remove roadblocks and drive adoption across the team, while measuring improvements using process mining.
Scorecard:
- Average case duration reduced by 44%
- Variation significantly reduced
- Re-opened support cases 100% eliminated