RAFT Advisory Services LLC
RAFT Advisory Services LLC
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Respond And Follow Through so your Support stays afloat!

Welcome to RAFT Advisory Services

Helping IT and Support leaders strengthen their Service Desk and support operations to reduce escalations and build high-trust support cultures.

Meet Eric

I'm Eric Fliegel , Founder of RAFT Advisory Services. With 25+ years leading global support operations, I’ve helped organizations strengthen their service desks, improve employee experience, and global support.


Experience Highlights:

  • Vice President, Global Services & Support: Notified
  • Director, Global Customer & Technical Support: IDEXX
  • Vice President, Worldwide Technical Support: Gartner
  • Director, Global Infrastructure Services: Merrill Lynch
  • Executive Vice President & CIO: eTour.com
  • COO & CIO: Support Technologies
  • CIO & GM of IT Programs: EduTrek Int'l / American InterContinental Univ.
  • Executive Director of Information Services: Emory Healthcare
  • Assistant Dean of Information Services: Goizueta Business School, Emory Univ.
  • Associate Director of Computing: Simon Business School, Univ. of Rochester


I created the RAFT and NUDGE frameworks to help teams reduce escalations, improve communication, and build a high trust support culture.


I am now bringing that expertise to organizations looking to modernize their service experience, elevate their internal support, and build stronger trust with their employees and customers.

Eric's Resume

What is RAFT?

R.A.F.T. (Respond And Follow Through)

RAFT is a simple but powerful framework that helps teams communicate clearly, take ownership, and close the loop consistently.


Whether you support employees or customers, RAFT creates the foundation for a high-trust support culture.


Our philosophy: great service is not just about solving problems; it is about making people feel supported every step of the way.

N.U.D.G.E. (Next Update Due for a Great Experience)

 NUDGE is how RAFT is put into action. It reinforces follow through by helping teams communicate upcoming steps, deadlines, and expectations clearly so employees and customers know exactly what to expect. 

Want to Serve Your Customers Better? Give 'Em a NUDGE!

Read Eric's Article

Our Services

I help IT and Support leaders with support operations improvements including:

  • Service Desk and Support Health Check
     
  • RAFT+NUDGE Implementation Blueprint
     
  • Fractional Leadership Advisory

View Our Services

Featured Insights from LinkedIn

Thoughts and insights on Support, Leadership and Service Culture:

Connect with me on LinkedIn

Ready to improve your support culture?

Let's talk about how RAFT Advisory Services can help:

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Eric Fliegel

Founder and Principal Advisor

RAFT Advisory Services

efliegel@gmail.com

linkedin/com/in/ericfliegel

Copyright © 2025 RAFT Advisory Services LLC - All Rights Reserved.

"Respond And Follow Through so your Support stays afloat!"

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