RAFT Advisory Services LLC
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About Eric

 

I’m Eric Fliegel, Founder and Principal Advisor of RAFT Advisory Services.


For three decades, I have led and strengthened global employee IT support and customer technical support organizations through growth, transformation, acquisitions, leadership transitions, and periods of intense operational pressure.


Across those environments, I learned that Support earns trust through predictable execution: clear ownership, consistent communication, practical operating models, and leaders equipped to sustain them.


Today, I bring that experience to organizations that want to build Support operations their leaders can trust.


Executive Leadership Experience

  • Notified - Vice President, Global Services & Support
  • IDEXX - Director, Global Customer & Technical Support
  • Gartner - Vice President, Worldwide Technical Support
  • Merrill Lynch - Director, Global Infrastructure Services
  • I have also held senior technology and operations leadership roles across healthcare, financial services, higher education, SaaS, consulting, and digital media. 


Experience at Scale 

  • Reduced escalations by more than 80% while sustaining CSAT above 92% 
  • Led global Support organizations of more than 250 people 
  • Directed operations across more than 90 countries 
  • Supported 14,000+ employees and 8,000+ customer organizations 
  • Led services supporting more than 50,000 enterprise events annually 
  • Built operating models, playbooks, workflows, and leadership rhythms that improved consistency and scalability

My Resume

Why I Built RAFT Advisory Services

I created RAFT Advisory Services to give organizations access to experienced Support leadership without requiring them to add permanent executive overhead.


My work typically begins when Support feels increasingly reactive, an operating model is no longer keeping pace, or a capable leader needs an experienced advisor invested in their success.


I assess what is breaking, help build the operating foundation, and equip leaders to sustain the organization after the engagement ends.


Recent advisory work has included an enterprise service desk assessment and implementation roadmap, as well as a Support operating model, 40-page playbook, staffing and coverage model, and ongoing leadership guidance.

Download the RAFT Advisory Services One-Page Overview (PDF)

The RAFT + NUDGE Perspective

Over three decades of Support leadership, I developed and refined the proprietary RAFT + NUDGE operating framework.


RAFT (Respond And Follow Through)

Creates ownership and disciplined follow-through.


NUDGE (Next Update Due for a Great Experience)

Creates predictable communication and clear expectations.


Together, they help reduce uncertainty, strengthen accountability, and build Support operations leaders can trust.

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

Read the Article

Support Operations & Leadership Insights

I regularly share practical perspectives on support operations, leadership, communication, and service delivery based on three decades of experience leading global teams.

Connect with Me on LinkedIn

Copyright © 2026 RAFT Advisory Services LLC - All Rights Reserved.

"Helping organizations build support operations their leaders can trust."

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