Schneider National
Industry:Transportation
Services:Long-haul, Bulk, Intermodal, Supply Chain Management, Brokerage, Warehousing, Port Logistics, Transloading or Cross-border
Schneider:
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:
5
%
Abandon Rate
90
%
First Call Resolution
8
mins
Resolution Time