Kepner-Tregoe and Stone Cobra Introduce a New Web-Based Application to Provide Customers with Real-Time Case Data to Help Improve KT ResolveSM Efficiency

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Customers Can Now Deploy Kepner Tregoe Acceleration Application (KAA) on Stone Cobra's Force.com Platform

In addition, Force.com is the first of many operational platforms this integration will be available on and we look forward to continuing to deliver value to our customers.

Kepner-Tregoe (KT), a leading international consulting and training services organization, and Stone Cobra, an enterprise software product developer specializing in SaaS solutions built on salesforce.com, today announced the launch of a new Web-based application called KT Acceleration Application (KAA), which is designed to allow KT customers to access the ITIL® recommended KT Resolve℠ methodology directly from the Web. Built natively on the Force.com platform, KAA provides real-time visibility into the most relevant case data, helping organizations harness the extreme efficiency of KT Resolve℠ and maximize the value delivered to customers.

KAA represents a significant and timely change in the established KT method. Traditionally, KT customers have used an Excel-based process for trouble-shooting complex issues and as an on-demand Web-based solution, KAA provides real-time access to the most up-to-date case information and coaching tasks. Existing KT customers will immediately benefit from KAA's auto-sorting of highest priority concerns to identify relevant case data. New users will find helpful tips and workflow text to facilitate their adoption of the KT process and reduce time-to-proficiency. Customers will also enjoy the ease of use provided by KAA's award-winning user experience design.

"We are pleased to be able to provide an integrated software solution that will provide our customers with increased continuity of service excellence throughout the troubleshooting and issue resolution process," stated Christoph Goldenstern, Global Vice President of the Service Excellence Practice at Kepner-Tregoe. "In addition, Force.com is the first of many operational platforms this integration will be available on and we look forward to continuing to deliver value to our customers."

Practitioners will experience the following benefits from using KAA

  • 24/7 access to the most up-to-date information from any device, anywhere in the world
  • Greater transparency and visibility into critical issues and work priorities
  • Increased collaboration among experts from various departments
  • Role-based control for seamless management of user permissions
  • Shared single repository eliminates spreadsheet management allowing managers to focus on other critical tasks
  • Real-time coaching feedback

KT Resolve℠ is a methodology designed to help organizations improve their customers support by improving escalation and other processes, building issue resolution skills, and ensuring that new skills and processes are used effectively to meet or exceed customer expectations.

About Kepner-Tregoe Inc.
Kepner-Tregoe (KT) provides consulting and training services to organizations worldwide. Founded in 1958, the Princeton, N.J.-based global company celebrates 50 years as the international leader in developing the critical thinking skills of people. In that five decade span, KT has worked with most of the Fortune 1000. KT pioneered problem-solving and decision-making processes that enable people to turn business challenges into impressive, bottom-line results. KT processes are used at every level of client organizations: in boardrooms, on production lines, in support centers and for projects of all sizes. KT helps clients achieve measurable results and embed lasting value. For additional information, visit http://www.kepner-tregoe.com.

About Stone Cobra
Stone Cobra provides award-winning software for world-class Service & Support Organizations. Our products and solutions align organizations with industry best practices and market-leading technology. Recently, our expertise earned us the Innovator Award for thought leadership in the area of Knowledge Centered Support (KCS), and expert speaking engagements at the industry's leading cloud computing event. With the release of BlackCRM and PIIT Viper, Stone Cobra is redefining world-class service and support. For additional information, visit http://www.stonecobra.com.

About the Force.com Platform and AppExchange
Force.com is a proven enterprise platform for building and running business applications in the cloud. The Force.com platform powers the Salesforce CRM applications with more than 800 ISV partner applications like those from CODA and Fujitsu, and more than 120,000 custom applications used by salesforce.com's 63,200 customers such as Japan Post, Kaiser Permanente, KONE and Sprint Nextel. Applications built on the Force.com platform can be easily distributed to the entire cloud computing community through the salesforce.com AppExchange marketplace at http://www.salesforce.com/appexchange/.

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