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Energy

Global Energy Company Scales Customer Support with Buchanan

An engineer wearing a hard hat and high-visibility vest stands outdoors, holding blueprints and a walkie-talkie while facing an industrial facility in the distance, representing on-site operations, infrastructure planning, and industrial project oversight.

Key Metrics

20% Increase in call volumes YOY
21% Decrease in abandoned calls
26% Increase in calls answered
The Challenge

Scaling Growth Efficiently

The customer – a diversified, innovative energy company that manufactures and sells products such as gasoline, diesel fuel, jet fuel, renewable diesel, and more – established a partnership with Buchanan Technologies for after-hours service desk support.  

With multiple mergers and acquisitions throughout the company’s 76-year history and more on the horizon, leadership was searching for opportunities to increase efficiencies and optimize processes to ensure customer and employee satisfaction while controlling IT-related costs.  

As Buchanan was already providing after-hours support for the company and was therefore familiar with its ticketing system and SLAs, it made sense to leverage that existing relationship to help support this continued growth.   

The Solution

A year later, Buchanan began supplementing the company’s internal IT team with dedicated resources to provide business hours support, alongside the already established after-hours helpdesk solution. Buchanan’s helpdesk agents work with the existing internal client helpdesk staff to handle end-user calls during business hours. 

Additionally, Buchanan provides on-site support to some of the company’s remote locations through its on-demand dispatch team, which services every zip code in North America. Buchanan’s field technicians provide support for desktop support initiatives at various locations, with Buchanan’s team of dispatch coordinators overseeing and managing the ticket from creation to completion. 

"Migrating to a new outsourced service desk provider is difficult at best. Buchanan completely exceeded expectations in executing a seamless, smooth transition from our old provider to their services. We had minimal disruption and an immediate improvement ins service."
CIOEnergy and Utilities

The Results

With a 20% increase in call volumes YOY, the service desk solution paired with staff augmentation support from Buchanan is able to provide the flexibility and scalability the company needs to accommodate consistent growth all while facilitating a 21% decrease in abandoned calls and a 26% increase in calls answered. Furthermore, the solution continues to meet or exceed the target service levels.  

Why Buchanan?

  • Full stack provider with expertise in end-to-end infrastructure management, modern workplace services, and application performance management
  • Proven ITIL-based processes
  • Best-in-class remote monitoring and ticketing tools
  • Continuous process improvement methodology
  • Customer satisfaction monitoring 
  • Industry-recognized best practices
  • Flexible pricing and delivery models 
  • 100% satisfaction guarantee