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Case Studies > Caterpillar Inc.
A Nearshore Software Development Case Study
Technology
We Used.
Team
Blueprint.
Project Management: Oversaw the staffing process and ensured alignment with Solar Turbines’ operational goals.
Technical Support Specialists: Provided real-time troubleshooting and technical advice to field installers.
Workforce Optimization Experts: Designed the incentive-based retention programs that improved employee longevity and satisfaction.
Caterpillar Inc.
BTH helped Caterpillar’s Solar Turbines reduce turnover and provide scalable technical support with a nearshore team, enhancing efficiency and customer service.
The
Challenge.
Solar Turbines, a subsidiary of Caterpillar Inc., was facing high turnover rates in their technical call center support team. This created significant gaps in service consistency, leading to delays in resolving technical issues for installers. Solar Turbines needed a reliable and scalable workforce that could provide on-demand support for their global customers while addressing the retention challenges common in the call center industry.
Our
Solution.
BTH 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 Turbine installers. BTH’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.
Through a combination of real-time support infrastructure and rigorous employee screening, BTH 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.
Key
Technical Contributions.
BTH 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 Turbine’ installers. BTH’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.
Through a combination of real-time support infrastructure and rigorous employee screening, BTH 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.
The
Outcome.
As a result of BTH’s nearshore team deployment, Solar Turbines saw a significant decrease in call center turnover, achieving long-term retention of staff throughout the duration of the project. The consistent, on-demand technical support enabled Solar Turbines to reduce response times and provide higher quality service to their installers. Impressed by the results, Solar Turbines opted to consolidate more of their Latin American workforce under the BTH brand, recognizing the long-term value BTH brought to their operations.
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