Onshore

Hub
Group

Industry:Transportation
Services:InfoTrak, WebTrak, MobileTrak, DepotTrak

Hub Group Trucking:

Hub Group is a leading, world class transportation company that develops innovative solutions and delivers unparalleled value as a result of listening to its customers needs. Hub Group Trucking transports intermodal containers between locations, operating within 48 states with 2700 drivers and 26 nationwide terminals

THE PROBLEM:

Hub Group’s internal support desk was unable to meet the volume demands of the business, especially after-hours and weekend support. Internal resources were lacking to dedicate to Tier 1 and Tier2 issues without causing dissatisfaction in other areas, and current staffing capacity was being overstretched.

THE SOLUTION:

Onshore provided a 20x7x365 solution addressing the key support issues for internal and external associates. This strategy especially allowed truck drivers to receive great support when needed the most, as their business continues to operate 24X7X365. ​By utilizing an ITIL-based approach, the Onshore support team supports 2,000 internal business associates and 5,000 truck drivers. The team provides Tier 1 and basic Tier 2 support services including simple tasks as password resets, through complex issues such as hardware troubleshooting and connectivity issues.

THE RESULTS:

20

%

Decreased Abandon Rate

85

%

First Call Resolution

30

%

Increased Speed to Answer

For all your transportation needs. Visit hubgroup.com