Customer
A global managed service provider delivering IT support and infrastructure services across multiple regions.
Challenge
A global MSP needed to scale next-business-day break/fix coverage across geographies, but reliance on third-party service partners drove high costs, limited flexibility, and inconsistent economics as ticket volume fluctuated.
Solution
Partnered to build a network of OEM-certified, badged technicians to scale coverage, meet SLAs, and absorb variable demand with greater control and cost savings than third-party vendors.
- Industry Information technology (IT) / Managed services
- Topics Discussed Field services, Break/Fix support, Workforce management, Cost optimization
- Size Enterprise
Summary
The company needed to expand break/fix support while reducing reliance on costly third-party vendors. By building a certified, flexible technician network, it was able to scale coverage, improve responsiveness, and maintain consistent service quality. This approach enabled significant cost savings while supporting rapid growth in ticket volume.
~$1M reduction in third-party vendor costs
Eliminated traditional fees such as retainers, minimum travel charges, and high cancellation penalties.
>370% year-over-year increase in break/fix ticket volume
Scaled operations significantly while maintaining performance and control.
20% cost-per-ticket savings
Consistent reduction in cost per service event.
98.6% break/fix ticket completion rate
Driven by a highly engaged, certified technician bench enabling rapid (<24h) on-site response.
Stable SLA and CSAT performance at scale
Maintained service quality and customer satisfaction despite significant growth in volume.
A scalable break/fix model
A global managed service provider needed to expand its break/fix capabilities to support next-business-day service across multiple regions. As demand increased, the organization relied heavily on third-party service partners to fulfill tickets. However, this approach introduced rising costs, limited flexibility, and inconsistent performance as volumes fluctuated.
Greater flexibility and cost control
To address these challenges, the company partnered with Field Nation to build a dedicated network of OEM-certified, badged technicians. This approach provided greater control over service delivery, reduced dependency on external vendors, and allowed the organization to dynamically scale its workforce based on demand.
By leveraging a more flexible labor model, the company eliminated traditional vendor fees such as retainers, minimum charges, and cancellation penalties. This resulted in immediate cost savings while improving responsiveness and operational efficiency.
Results at scale
With a highly engaged and certified technician network in place, the company achieved rapid on-site response times of less than 24 hours and maintained a 98.6% completion rate. At the same time, break/fix ticket volume increased more than 370% year over year without negatively impacting SLA or customer satisfaction.
This transformation demonstrates how a scalable, on-demand workforce strategy can reduce costs, improve service consistency, and support rapid growth in break/fix operations.
Skillsets found on Field Nation
Break/fix hardware diagnostics, repair, and replacement
OEM-certified equipment installation and configuration
On-site troubleshooting and incident resolution
Asset management, device swaps, and lifecycle support
