Caterpillar Case Study
Challenge
Caterpillar Inc. is an American Fortune 100 corporation that designs, develops, engineers, manufactures, markets, and sells machinery, engines, financial products, and insurance to customers via a worldwide dealer network. It is the world’s largest construction equipment manufacturer. Solar Turbines Incorporated, a wholly-owned subsidiary of Caterpillar Inc., designs and manufactures industrial gas turbines for onshore and offshore electrical power generation, for marine propulsion, and for producing, processing, and transporting natural gas and oil. Solar Turbines was struggling with high turnover in the technical call center support team. Sonatafy was engaged to resolve the constant turnover in that department.
Caterpillar Inc. is an American Fortune 100 corporation that designs, develops, engineers, manufactures, markets, and sells machinery, engines, financial products, and insurance to customers via a worldwide dealer network. It is the world’s largest construction equipment manufacturer. Solar Turbines Incorporated, a wholly-owned subsidiary of Caterpillar Inc., designs and manufactures industrial gas turbines for onshore and offshore electrical power generation, for marine propulsion, and for producing, processing, and transporting natural gas and oil. Solar Turbines was struggling with high turnover in the technical call center support team. Sonatafy was engaged to resolve the constant turnover in that department.
Solution
Sonatafy Technology deployed a dedicated nearshore team of Technical Call Center Support Specialists based in Latin America to resolve the retention and support issues. The team was specifically sourced for their expertise in providing on-demand technical support to Solar Turbines’ installers. Sonatafy’s approach included implementing incentive-based payment structures to ensure team retention, along with rapid sourcing and deployment of skilled staff to meet the client’s immediate needs.
Sonatafy Technology deployed a dedicated nearshore team of Technical Call Center Support Specialists based in Latin America to resolve the retention and support issues. The team was specifically sourced for their expertise in providing on-demand technical support to Solar Turbines’ installers. Sonatafy’s approach included implementing incentive-based payment structures to ensure team retention, along with rapid sourcing and deployment of skilled staff to meet the client’s immediate needs.
Results
Quickly hire skilled technical support call center resources and retain them with incentivized payment schedules. In an industry known for high turnover, Sonatafy has been able to keep the staff intact for the entire length of the engagement. Sonatafy has had such great success with this partner, that they want to consolidate all their Latin American workforce under the Sonatafy brand.
Quickly hire skilled technical support call center resources and retain them with incentivized payment schedules. In an industry known for high turnover, Sonatafy has been able to keep the staff intact for the entire length of the engagement. Sonatafy has had such great success with this partner, that they want to consolidate all their Latin American workforce under the Sonatafy brand.