Schneider National Inc. is the premier provider of truckload, logistics and intermodal services in North America. As a $3.5 billion company, Schneider National is the fifth-largest of all trucking and logistics companies in the United States, based on annual revenue. Schneider drives more than five million loaded miles per day, provides services to more than two-thirds of all Fortune 500 companies, and operates in the 48 contiguous states, plus Puerto Rico, Canada, Mexico, and China.
Schneider’s previous support desk center was located offshore and provided sufficient service levels, but did not provide adequate customer care. Schneider was particularly concerned with an obvious language barrier and overall lack of ownership of issues and problems. This made any SLA success a hollow victory and ultimately lead to an unsatisfied customer base.
For both Tier 1 and Tier 2 helpdesk support services, Onshore utilized an implementation process based on ITIL concepts. Currently, the Tier 1 support desk serves two main types of callers: Drivers and office personnel in the United States. Drivers primarily seek support for their fleet management device, which provides not only vehicle telemetry information, but also serves as the GPS mapping and routing tool, driver communications tool, load management tool and log book. Additionally, office personnel seek support for over 600 applications as well as basic IT services (password reset, printer installation, etc.).
The Tier 2 helpdesk supports the needs of the drivers, specifically for in-depth assistance with their fleet management devices. This ranges from resets and data modification to unit replacement authorizations at designated repair centers around the U.S.
Like what you just read? Share the case study with colleagues.