DELIVERING THE RIGHT OUTCOME
When investigating a problem, our first objective is to prove which technology is causing it, with irrefutable diagnostic evidence. This proof ends theories and speculation, shifting the focus to discussions with the correct support team.
The information we provide helps the support team determine the fix quickly. If they struggle to find the fix, we help with that too.
Our use of the RPR® problem diagnosis method means that progress is entirely predictable. The online RPR Process Tracker instantly shows stakeholders the actions completed and next steps.
“I can’t tell you how much time I’ve wasted, sitting on conference calls, trying to figure out if we are making progress. This [RPR Process Tracker] makes it so easy for me to get an instant view.”
CIO, Global Financial Services Company.
Our rapid problem resolution services are available in two ways:
- REACT® – immediate help, engaged within minutes
- Affinity – continuous help to improve service and reduce incidents
The Application Problem Resolution brochure explains the services in more detail and outlines use cases for each.
A study of 100 past investigations showed that our approach reduces the time to resolve a recurring problem by 83% and reduces the associated in-house workload by 64%.
We regularly produce six and seven-figure savings with a payback period measured in hours.