Petco Case Study - From Sutherland
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Improved call resolution and employee satisfaction.
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Petco Case Study - From Sutherland
- 1. REIMAGINING TECH SERVICES to boost customer and employee satisfaction. CASE STUDY
- 2. Petco is a leading pet specialty retailer focused on nurturing powerful relationships between people and pets. ABOUT THE CLIENT 1,500+ LOCATIONS: US, MEXICO & PUERTO RICO EMPLOYS 25,000+ PARTNERS
- 3. THE CLIENT CHALLENGE As Petco implemented more technology throughout the organization, their internal IT Help Desk struggled to keep up with added complexity and provide the right support. Increased technology added LAYERS OF COMPLEXITY IT Help Desk able to close only ~40% OF CASES Employees & customers FELT FRUSTRATED
- 4. Sutherland Inc, Confidential4 The Sutherland Transformation Store Mockups for Environment Simulation Store Health & Wellness Checks Proactive Technology Monitoring
- 5. PARTNERSHIP RESULTS SUTHERLAND + PETCO Sutherland Inc, Confidential5 COST SAVINGS & LABOR IT CASES CLOSED INCREASE IN EMPLOYEE SATISFACTION 50% 80% 100%
Editor's Notes
- The Client Challenge Petco’s internal 20-member IT Help Desk team was struggling to provide support to its 1400 retail locations, corporate oces and remote employees in the US and Puerto Rico. The team could not keep pace with the high demand of technology-related problems that ranged from malfunctioning software to kiosks with faulty wireless connections to multiple POS terminal issues. In fact, before Sutherland, the IT Help Desk was only able to close roughly 40% of all IT help cases. The result was frustrated store and corporate employees working in less than optimal conditions.
- The Sutherland Transformation To deliver on the key outcome of improving call resolutions and employee satisfaction, Sutherland implemented a store health and wellness check. This new process consisting of preventative store calls and root-cause issue analysis. Sutherland reduced downtime through the proactive monitoring of store systems, devices, and corporate servers, allowing the IT Help Desk team to get ahead of situations causing issues. In addition, the Sutherland team created store mockups to simulate the employee environment, which resulted in faster and more ecient issue resolution.
- PARTNERSHIP RESULTS • NPS increased from 16.7 to 80.1 • First call resolution increased to 88.67% • Time to resolve has been reduced by 10% • Cost of acquisition has been reduced by 59%