Services

What I Do

I help IT leaders...

Reduce escalations
Improve communication
Build a high-trust support culture
Strengthen global support operations

RAFT Advisory Services is a service delivery and customer experience improvement consultancy grounded in my 25 plus years leading global technical support across startup, mid sized, and enterprise environments including Gartner, IDEXX, and Notified.

My RAFT (Respond And Follow Through) and NUDGE (Next Update Due for a Great Experience) framework has reduced escalations by more than 80 percent while sustaining CSAT above 92 percent.

I partner with leaders who want to modernize and stabilize internal IT support while strengthening their people, processes, and communication culture.

My approach is practical, execution first, and designed for global, follow the sun, high volume support environments serving employees and customers across regions.

Service Desk and Support Health Check (2 to 4 weeks)

Analysis of workflows, SLAs, communication, staffing, and escalation patterns

Evaluation of support culture

Clear findings with prioritized roadmap

Immediate quick win recommendations

RAFT+NUDGE Implementation Blueprint (4 to 6 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

Communication and follow through standards

Escalation reduction and accountability model

Ticket flow and handoff optimization

Coaching and training for leaders

Fractional Leadership Advisory (Monthly)

Service Desk and Support Health Check (2 to 4 weeks)

Fractional Leadership Advisory (Monthly)

Coaching for IT / Support leaders

Operational decision guidance

Escalation prevention strategies

Team culture maturity coaching

Why Leaders Work With Me

Proven results (80% escalation reduction, CSAT above 92%)

Global scale (275+ people, 90+ countries, 14,000+ employees, 8,000+ orgs, 50,000+ events)

Support culture expertise

Cross domain leadership

Practical, honest, execution-focused partnership

When To Bring Me In

Escalations or backlogs are increasing

Communication and follow through are inconsistent

Confidence in IT is slipping

Team is overwhelmed

Strengthening of incumbent leader needed

Advisory during scale or transition

Expert perspective without adding FTE

Transforming Support into a Strategic Differentiator

What I Do

Our Services

Service Desk and Support Health Check (2 to 4 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

RAFT+NUDGE Implementation Blueprint (4 to 6 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

Fractional Leadership Advisory (Monthly)

Service Desk and Support Health Check (2 to 4 weeks)

Fractional Leadership Advisory (Monthly)

Why Leaders Work With Me

When To Bring Me In

Transforming Support into a Strategic Differentiator

What I Do

Our Services

Service Desk and Support Health Check (2 to 4 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

RAFT+NUDGE Implementation Blueprint (4 to 6 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

Service Desk and Support Health Check (2 to 4 weeks)

Fractional Leadership Advisory (Monthly)

Service Desk and Support Health Check (2 to 4 weeks)

Fractional Leadership Advisory (Monthly)

Why Leaders Work With Me

When To Bring Me In

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