Millions of people rely on Uber to take them on their journeys every day but where does the global taxi technology company turn when it needs to establish a home base?
Since 2015, Uber has trusted the Watchdog team to roll out their customer service centers. Uber’s fast-paced projects require our team to rely on the systems and procedures put in place for the project coordination to keep all the aspects running smoothly. Due to Uber’s rapid growth, our team delivered nine sites in the last quarter of 2016 with a goal to open an additional 50 locations by the end of 2017. Most of the locations such as Sacramento, North Hollywood and Oakland, are on the West Coast near their corporate headquarters in San Francisco. Other areas being rolled out include Florida, Illinois, Pennsylvania, New Jersey, New York, and others. Watchdog continues to make regular visits to these sites to monitor construction progress.
Watchdog’s single point of contact method became a key aspect of Uber’s customer support center rollout program. Before engaging with Watchdog, Uber had a Master Service Agreement with a broker provided project management firm. Each city had a different project manager, which caused inconsistent rollouts and communication challenges for Uber’s internal team. Watchdog established a standard process for customer support center rollouts and provided a single point of contact. Satisfied with our services and expectations exceeded, Uber transitioned out of their MSA to work with Watchdog full-time.