catepillar nearshore Case Study

Team Blueprint

Customer Support Call Center Reps

TECHNOLOGY USED

Microsoft Packages

Caterpillar Inc. Nearshore 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.

  Discovery

Sonatafy was able to quickly source Technical Call Center Support Specialists residing in Latin America to support their installers with on-demand support.

  Result

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.

Successful outcome:

Lower employee turnover in their call center roles

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