Case Study: Petco achieves 50% labor cost savings with Sutherland Global Services

Petco - Customer Case Study

Petco, a leading pet specialty retailer, faced significant challenges with its internal IT help desk, which was struggling to support its 1,400 locations and remote employees. The 20-member team could only resolve 40% of technology-related cases, leading to widespread employee frustration and operational inefficiencies. To address this, Petco partnered with Sutherland Global Services for its tech services support.

Sutherland Global Services implemented a process transformation that included a store health and wellness check featuring preventative calls and root-cause analysis. This proactive approach, supported by the monitoring of systems and the creation of store mockups for testing, dramatically improved performance. The partnership resulted in a dramatic increase in cases closed, from 40% to 80%, achieved over 50% labor cost savings, and led to a 100% very satisfied employee satisfaction rating.

Petco