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.
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.
Onshore provided a 20x7x365 solution addressing the key issue of after-hours support for internal and external associates. This strategy especially allowed truck drivers to receive support when needed the most, as their business continues to operate after normal business hours. By utilizing an ITIL-based process, 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.
Increase in Productivity
Hours saved per week
Decline in Application Development and Support issues