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Case Study - Petco

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Improved call resolution & employee satisfaction.

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Case Study - Petco

  1. 1. REIMAGINING TECH SERVICES to boost customer and employee satisfaction. CASE STUDY
  2. 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. 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. 4. Sutherland Inc, Confidential4 The Sutherland Transformation Store Mockups for Environment Simulation Store Health & Wellness Checks Proactive Technology Monitoring
  5. 5. PARTNERSHIP RESULTS SUTHERLAND + PETCO Sutherland Inc, Confidential5 COST SAVINGS & LABOR IT CASES CLOSED INCREASE IN EMPLOYEE SATISFACTION 50% 80% 100%

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