Customer
Sendero Cloud delivers carrier, cloud, and network services.
Challenge
They struggled with quality and compliance issues due to reliance on third-party companies and ad-hoc technician sourcing.
Solution
Field Nation connected Sendero Cloud directly with highly skilled technicians and provided the visibility needed—such as performance reviews and skill sets—to select the right resource every time. This partnership improved technician management, drove consistency, and reduced costs across their service operations.
- Industry Information Technology (IT)
- Topics Discussed Field service quality, Technician sourcing, Project management, Coverage expansion
- Size SMB
Summary
Prior to working with Field Nation, Sendero Cloud used technicians from third-party service companies and filled in lingering coverage gaps using techs they found on Google Reviews. This led to quality and compliance issues, which impacted their bottom line. Field Nation gave the company more control over its resources: the platform connected them directly with highly skilled technicians and provided them with all the information needed (performance reviews, skill sets) to find the right tech(s) for the job. Partnering with Field Nation gave Sendero Cloud greater ease when it came to managing technicians, which helped ensure consistent quality while also reducing costs. Escalations have become a rarity, and the level of professionalism found in Field Nation-sourced technicians puts both client and service company at ease. This consistent level of quality across multiple geographies helps Sendero Cloud stand out in the market and secure more business.
Reduced escalations by 95%
Escalations became extremely rare after shifting technician sourcing to Field Nation.
Positivity rating rose to 90%
Improved technician quality had a direct impact on customer satisfaction.
No technician quality infractions in over 2 years
Field Nation-sourced technicians delivered consistent professionalism.
Grew business with geographic coverage throughout the U.S.
Reliable quality across markets enabled business expansion.
From inconsistent sourcing to consistent quality
Prior to working with Field Nation, Sendero Cloud used technicians from third-party service companies and filled in lingering coverage gaps using techs they found on Google Reviews. This led to quality and compliance issues, which impacted their bottom line. Field Nation gave the company more control over its resources: the platform connected them directly with highly skilled technicians and provided them with all the information needed (performance reviews, skill sets) to find the right tech(s) for the job.
A scalable model that strengthens performance
Partnering with Field Nation gave Sendero Cloud greater ease when it came to managing technicians, which helped ensure consistent quality while also reducing costs. Escalations have become a rarity, and the level of professionalism found in Field Nation-sourced technicians puts both client and service company at ease. This consistent level of quality across multiple geographies helps Sendero Cloud stand out in the market and secure more business.
“Field Nation gave the company more control over its resources: the platform connected them directly with highly skilled technicians and provided them with all the information needed (performance reviews, skill sets) to find the right tech(s) for the job.”
Skillsets found on Field Nation
Low-voltage cable pulling, installation, and surveying
Structured cabling installation
Network equipment troubleshooting, configuration, and surveying
Wireless network support
