Schneider National
Schneider is the premier provider of truckload, intermodal and logistics services. Offering the broadest portfolio in the industry.
THE PROBLEM
- Support center located overseas was unable to deliver on service expectations including solving customers’ issues, improving customers experience.
- Issues with the time zone difference and with a language barrier.?
- The First Call Resolution was less than 50%, Average Resolution Time was over 4hrs, and the average abandon rate was over 60%
The solution
- By utilizing our Onshore ITIL-based approach, Onshore support team implemented a solution that included onboarding an entire team of both Tier 1 and Tier 2 support center in less than 30 days with no interruption in service, and leveraging our continuous improvement services such as Knowledge management, QA management, training and analytics?.
- Onshore provides a 24x7x365 solution addressing both the language barrier and time difference issues while providing a higher level of service with better customer satisfaction.
The results
-
five persentsAbandon Rate
-
8 minutesResolution Time
-
90 persentFirst Call Resolution
Industry
IT Support/Help Desk
Services
- Long-Haul
- Brokerage
- Bulk
- Warehousing
- Intermodal
- Port Logistics
- Supply Chain Management
- Transloading or Cross-Border
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