Schneider National

Schneider is the premier provider of truckload, intermodal and logistics services. Offering the broadest portfolio in the industry.


  • 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 persents
    Abandon Rate
  • 8 minutes
    Resolution Time
  • 90 persent
    First Call Resolution

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