- Customer Engagement Transformation
- Digital Transformation
Petco’s internal 20-member IT help desk team was struggling to provide support to its 1,400 retail locations, corporate offices, 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 and kiosks with faulty wireless connections to multiple POS terminal issues. In fact, before Sutherland, the IT help desk team 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.