Customer
A global services company delivering break/fix and field support across diverse geographic markets.
Challenge
A global services company inherited a large W2-led workforce that drove high costs from travel, fleet, and underutilized technicians for break/fix work – especially in low-density markets with variable demand.
Solution
Leveraged automation and local on-demand tech sourcing to drive efficiencies, reduce travel and fleet overhead, and maintain SLA and quality performance without excess W2 headcount.
- Industry Information technology (IT) / Field services
- Topics Discussed Field services, Break/fix, Automation, Workforce management, Cost optimization
- Size Enterprise
90%+ of work orders automatically dispatched
Scaled automation across the business to streamline operations and reduce manual effort.
Maintained service quality and SLA performance
Reduced reliance on fixed W2 and fleet coverage without impacting quality.
50% of work orders assigned with no manual intervention
Improved efficiency through automated assignment and smarter workflows.
30% of work orders automatically approved
Increased compliance and reduced administrative overhead.
A more efficient service model
A global services company needed to optimize its break/fix operations after inheriting a large W2-led workforce. While this model provided coverage, it introduced significant costs tied to travel, fleet management, and underutilized technicians—particularly in regions with inconsistent demand.
Automation and workforce flexibility
To improve efficiency, the company implemented automation across its service operations while leveraging local, on-demand technicians to supplement coverage. This approach reduced dependency on full-time staff, minimized travel requirements, and enabled better alignment between technician availability and demand.
Automation played a key role in streamlining workflows, allowing work orders to be dispatched, assigned, and approved with minimal manual intervention. This not only improved speed and consistency but also reduced administrative burden across teams.
Results at scale
By combining automation with a flexible workforce model, the company significantly improved operational efficiency while maintaining service quality and SLA performance. The ability to automatically dispatch and assign a majority of work orders enabled faster response times and more consistent execution.
This transformation highlights how automation and on-demand labor can work together to reduce costs, increase efficiency, and support scalable break/fix operations across diverse markets.
