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REIMAGINING TECH SERVICES
to boost customer and employee satisfaction.
CASE STUDY
Petco is a leading pet
specialty retailer focused on
nurturing powerful
relationships between people
and pets.
ABOUT THE C...
THE CLIENT CHALLENGE
As Petco implemented more technology
throughout the organization, their internal IT
Help Desk struggl...
Sutherland Inc, Confidential4
The Sutherland Transformation
Store Mockups
for Environment
Simulation
Store Health
& Wellne...
PARTNERSHIP RESULTS
SUTHERLAND
+
PETCO
 Sutherland Inc, Confidential5
COST SAVINGS &
LABOR
IT CASES
CLOSED
INCREASE IN
EMP...
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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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