RAFT Advisory Services LLC

I'm Eric Fliegel , Founder of RAFT Advisory Services. With 25+ years leading global support operations, I help organizations stabilize support operations, strengthen operational discipline, and build scalable support operating models across complex global environments.

Highlighted Experience

Vice President, Global Services & Support: Notified (Apollo-backed)
Director, Global Customer & Technical Support: IDEXX
Vice President, Worldwide Technical Support: Gartner
Director, Global Infrastructure Services: Merrill Lynch
Additional enterprise technology and operations leadership across healthcare, financial services, higher education, and SaaS

Proven Operational Impact

Reduced escalation noise by 80+% while maintaining CSAT above 92
Led global support organizations across 90+ countries supporting 14,000+ employees and 8,000+ organizations
Scaled support operations supporting 50,000+ annual enterprise events

My Resume

Service Desk and Support Health Check

(2-4 weeks)

Operational assessment, quick wins, and stabilization roadmap.

RAFT + NUDGE

Operational Playbook

(4-6 weeks)

Workflows, escalation discipline, communication accountability, and scalability guidance.

Fractional Leadership Advisory

(Monthly)

Executive operational guidance for organizations navigating growth, transition, or operational pressure.

Customized Advisory & Project-Based Support

(Flexible Scope/Duration)

Flexible operational support aligned to organizational maturity and business priorities.

Respond And Follow Through so Support scales with confidence

Support Operations Under Pressure?

The RAFT + NUDGE Framework

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

Enterprise & Global Support Leadership

Engagement Models

Support Operations & Leadership Insights

Ready to make Support a strategic differentiator?

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