Next-Gen Offshore Outsourcing Provider
Glass‑box
Outsourcing
Outsourcing
Glass‑box
Outsourcing
Outsourcing
More than answering calls:
fleet leasing industry challenges
Client:
Fleet leasing & management;
Tennessee, USA
Tennessee, USA
Service:
6 front & 6 back office agents;
24/7 omnichannel support
24/7 omnichannel support
Results:
Downtime 7.2%→4.8%
Overdue maintenance ↓67%
97% invoice accuracy
Zero disruptions
Overdue maintenance ↓67%
97% invoice accuracy
Zero disruptions
Outsourced functions
- Driver/dispatcher intakeInitial reports from drivers or those coordinating vehicles
- Warranty verificationConfirming service qualifies for manufacturer support
- Ticket creationLogging service issues
- Invoice validationChecking bills for accuracy
- Priority assignmentRanking by urgency
- Work order approvalAuthorizing repairs
- Service schedulingPlanning repair times
- Vendor coordinationCommunicating with repair service providers
The business challenges
- Errors in urgency prioritization. Agents prioritized tasks incorrectly in approximately a quarter of cases, despite protocols being in place. As a result, valuable cargo sometimes sat by the roadside, with its ticket unnoticed until users called back after waiting for hours.
- Frequent warranty claim rejections - losses up to $150K annually. Manufacturers denied 40% of warranty claims because the paperwork was incomplete. Previous agents failed to meet some requirements for each manufacturer, resulting in mistakes and financial losses for the client.
- Shift handover gaps. The day shift often promised callbacks, but the night shift was unaware of them. Combined with prioritization mistakes, this sometimes led to important repairs being overlooked.
Once we began working, we identified several overlooked issues that were costing the client money and slowing operations:
- Drivers hesitated to report minor issues, such as oil leaks and unusual sounds, fearing blame. As a result, minor $200 repairs turned into $2,000 engine repairs.
- Synchronization delays between systems resulted in duplicate tickets 15% of the time, leading to wasted effort and confusion.
- Finally, we observed a suspicious pattern in which repairs often ended with the same issue resurfacing within weeks, suggesting potential inefficiencies in the repair process.
A small team working 24/7 risked losing coverage or facing issues when someone was out sick or absent. The client had encountered similar problems with previous contractors and was concerned.
During 9 months with the client, we faced multiple operational changes:
- Parts supplier system migration
- New vendor-service interaction protocols
- Significant contract addition requiring exceptional support, etc.
Targeted solutions to meet challenges
Priority for Priorities
We trained the front office team on setting priorities before the main training. Using real-life loss cases from the client, the team spent four hours in role-play sessions, learning to identify what was most urgent quickly. The Team Lead monitored how well priorities were set.
Result: prioritization errors practically eliminated from day one.
Result: prioritization errors practically eliminated from day one.
Warranty Rejection Problem
We requested documentation requirements from manufacturers and developed a pre-training for the back office using real examples of rejected claims.
Created a rejection journal with all past rejected claims and gave access to the entire back office. Every new rejection is analyzed at the next coaching session and recorded in the journal.
Result: The warranty approval rate increased from 60% to 94%, saving HTL up to $ 150,000 annually.
Created a rejection journal with all past rejected claims and gave access to the entire back office. Every new rejection is analyzed at the next coaching session and recorded in the journal.
Result: The warranty approval rate increased from 60% to 94%, saving HTL up to $ 150,000 annually.
Shift Overlap Protocol
We established a 15-minute overlap between shifts and used a clear handover log. Essential items were flagged as 'MUST READ,' and the night shift confirmed they had addressed all pending callbacks.
Result: zero lost critical repairs since implementation.
Result: zero lost critical repairs since implementation.
24/7 continuity
We added two buffer* agents, one for the front office and one for the back office, to cover absences or sick days.
*20% free buffer staff for the first month and 10% forever - our absolute standard for all Clients.
- Maintain skills through practice shifts during quiet periods - at no charge.
- Deploy instantly during sick leaves or volume spikes - payment only upon deployment.
- Provide surge capacity without recruitment delays - saving time and money.
*20% free buffer staff for the first month and 10% forever - our absolute standard for all Clients.
Vendor's Fraud
Detected
Detected
Detected. We noticed some repairs resulted in the same complaints resurfacing within two weeks.
Escalated. We escalated the suspicion that some vendors were falsifying repairs, but sending invoices.
Resolved. The client caught $12K fraudulent invoices in 3 months. 70% reduction in repeat issues for the same symptoms.
Speed to Excellence:
Time-to-value milestones
Month 1
Actions:
Warranty approval rate jumped from 72% to 81% through the use of a rejection journal and coaching. This saved the client up to $90,000 annually.
Month 2
Actions:
Shift handover protocol fully operational, preventing lost inquiries. Duplicate ticket checking became standard practice.
Month 3
Actions:
$6,000 in fraudulent invoices identified and disputed.
The parts supplier system migration was completed within 4 hours with no disruptions.
The parts supplier system migration was completed within 4 hours with no disruptions.
Month 5
Actions:
A major contract addition was handled through a dedicated inquiry line and a separate processing channel, with contract deployment completed within a week.
Month 4
Actions:
New vendor-service interaction protocols were implemented the same day.
Before → After Comparison
Let’s see the results
Metrics
In-house
(before)
(before)
Marke.tel
(month 3)
(month 3)
Changes
Average Response Time
Urgent Service Assignment
Overdue Maintenance
Unit Downtime
Invoice Accuracy (First Pass)
Warranty Approval Rate
Duplicate Tickets
2-3 minutes
~1 minute
↓60%
1-2 hours
~30 minutes
↓75%
4.8%
↓33%
95%
↑35pts
60-70%
15%
60%
18%
6%
↓67%
94%
↑34pts
2%
↓87%
7.2%
The client now has stable 24/7 operations with steady results on every shift.
Service Resilience
- Zero coverage gaps over 9 months.
- 100% schedule adherence despite absences.
- Night-shift consistency was maintained throughout.
- Zero service disruptions during 3 major system changes.
Continuous Improvement
- Duplicate tickets reduced from 15% to 2%.
- Invoice accuracy improved from 60% to 95% first-pass.
- Warranty approval rate increased from 60% to 94%.
- All documentation audit-ready from Day 1.
Experience reliable outsourcing operations
- Reduce asset downtime from processing errors.
- Avoid cash flow delays from documentation mistakes.
- Mitigate risks of working with unreliable vendors.
- Manage the intensity of dishonest partners' behaviors.
- Eliminate gaps in 24/7 coverage without extra costs.
- Save money where you couldn't before.