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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%
Case Study - Petco
REIMAGINING TECH SERVICES
to boost customer and employee satisfaction.
Petco is a leading pet
specialty retailer focused on
relationships between people
ABOUT THE CLIENT
1,500+ LOCATIONS: US,
MEXICO & PUERTO RICO
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
Sutherland Inc, Confidential4
The Sutherland Transformation