Onshore

A case
Study

Industry:Transportation
Tools:InfoTrak, WebTrak
Services: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 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.

THE RESULTS:

80

%

Increase in Productivity

200

+

Hours saved per week

90

%

Decline in Application Development and Support issues