Technical Support and Serviceability

As a senior leader of a Customer Care organization, Jim set and met several objectives:

• Integrated with teams to design products to prevent customer calls
• Made sure tech support received products on which to learn and recreate customer challenges
• Educated support engineers on how to work with and troubleshoot products
• Analyzed triggers for care calls and drove improvements

When Jim entered one particular organization, he recognized that he could in fact help them rebuild their credibility. He built trust and brought the insight required to help facilitate this transformation.

"Jim was essential in helping us rebuild our credibility. I couldn't have done it without him." –Devin Jones, Director, Supportability Engineering, Cisco

The result of this work is that this organization was able to save more than $25 Million annually in support costs (the equivalent of 100 engineers in a 4,000 person organization). In one case, they provided 165 recommendations that reduced call volumes by 90%!