Onshore

Schneider

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