Independent consulting practice helping Customer Support organizations achieve high customer satisfaction with a low touch case avoidance system using Salesforce.com

Translating business requirements, product offerings, and service level agreements in to low-friction enforceable systems. Defining and implement measurable data points to ensure customer agents are meeting corporate objectives. Designing and building Customer Portals to allow for self-service answering of issues. Providing 1:1 Agent and Manager coaching in troubleshooting and escalation management.