Case Studies Caterpillar Inc.
Caterpillar Inc. Case Study
Predictable Support Delivery Through a Strategic Nearshore Team
Solar Turbines (a Caterpillar Inc. subsidiary) was struggling with high turnover in its technical support operations, which threatened response consistency and long-term service quality for field installers. Sonatafy Technology was engaged to design and deploy a scalable, reliable support delivery model that stabilized operations and significantly improved service outcomes.s cannot reliably resolve.
The Challenge
Solar Turbines’ technical call center support team faced persistent turnover and retention challenges, leading to inconsistent field support and longer issue resolution times. This not only increased operational friction but also risked customer satisfaction and the company’s ability to deliver predictable technical outcomes across a global base of installers.
What Sonatafy Owned
- Team Delivery Model – Designed and operated a support delivery organization that reduced turnover risk
- Operational Continuity – Real-time troubleshooting and technical assistance for field installers
- Scalability – Rapidly scaled support capacity to match fluctuating demand without service degradation
Outcomes & Impact
- Turnover Significantly Reduced — Retained support specialists throughout the engagement, reversing a cycle of churn and retraining.
- Faster Response Times — Consistent, on-demand technical support enabled Solar Turbines to shorten service response windows and improve issue resolution quality.
- Higher Service Quality and Reliability — Installers benefited from a dependable support experience with better continuity.
- Strategic Scaling Choice — The success of this model led Solar Turbines to consolidate additional Latin American workforce under Sonatafy’s delivery umbrella, recognizing the sustained value of the partnership.
Strategic Takeaway
Sonatafy’s combined US-based and nearshore approach provided Solar Turbines with operational stability, reduced attrition, and improved support outcomes through proactive team design, alignment, and delivery accountability. For technology leaders, this case illustrates how predictable delivery models can address not only talent gaps but also core execution risks that traditional staffing methods cannot reliably resolve.
Why Traditional Staffing Was Not Enough
Standard recruitment and staffing approaches were not delivering the stability or responsiveness required. Frequent turnover meant loss of expertise, degraded service levels, and increased internal coordination burden. A more structured and long-term operational model was needed — one that combined strong technical capability with retention and delivery consistency.
Sonatafy’s Delivery Approach
Through a combination of real-time support infrastructure and rigorous employee screening, Sonatafy enabled Solar Turbines to maintain a consistently high level of technical support. Their ability to quickly scale the team as needed allowed Solar Turbines to handle fluctuating support demands without compromising quality.
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Matthew Hensrud
Senior Director of Platform Engineering
“The Sonatafy team has continually impressed us with the quality of their engineers — we have found excellent engineering leaders in their contractors who have helped tremendously. They really are an integral part of our team, and we’re very thankful for Sonatafy’s professional leadership in this space. I heartily recommend them to augment anyone’s teams or projects.”
Chris Maresca
Chief Operating Officer
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Dave Wattel
Co-Founder
“The Sonatafy team consists of members who are dedicated, personable, and attentive. They will search tirelessly to match the right talent to meet your skills and budgetary requirements. Regardless of your situation, you cannot go wrong with Sonatafy.”
Jason Tuschen
Chief Executive Officer
“The entire team at Sonatafy greatly surpassed our expectations. We require very specific skill sets and the team did an incredible job of screening and selecting top – notch candidates. Sonatafy’s attention to detail, professionalism, open communication, and collaboration with us ensured that we found highly skilled talent that fit seamlessly into our company’s culture."
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