Customer
A global technology services provider delivering device support and repair services for enterprise hardware clients.
Challenge
Managing high-volume device repair requests across thousands of locations required rapid response times, consistent execution, and the ability to scale efficiently while minimizing downtime.
Solution
By leveraging Field Nation’s on-demand workforce, the company accessed a nationwide network of skilled technicians, enabling rapid assignment and consistent, high-quality repair services at scale.
- Industry Information Technology (IT) / Device Services
- Topics Discussed Field services, Device repair, Break/fix support, Workforce management
- Size Enterprise
Summary
A leading technology services provider partnered with a global hardware manufacturer to deliver large-scale device repair services across thousands of locations. Through this ongoing engagement, the company has executed tens of thousands of work orders while maintaining exceptional speed, consistency, and service quality.
96% fulfillment rate
Strong completion performance across all service requests.
99.9% accepted as issued
Near-perfect alignment on scope and pricing enabled seamless execution.
Average time to assign: 2.15 hours
Rapid technician assignment ensured fast response and minimal downtime.
Executing large-scale device repair with speed and precision
A leading technology services provider partnered with a global hardware manufacturer to deliver large-scale Windows device repair services across thousands of locations nationwide. These services were critical to minimizing downtime and ensuring business continuity for end users relying on essential computing devices. With deep expertise in diagnostics, repair, and hardware replacement, the company maintained consistent, high-quality support across a rapidly growing volume of service requests.
Accelerating response times through Field Nation
To manage tens of thousands of repair requests across a wide geographic footprint, the company leveraged Field Nation’s on-demand labor platform to expand its field service capacity. Field Nation provided immediate access to a nationwide network of skilled technicians experienced in Windows device repair and break/fix support.
Before adopting this approach, scaling technician availability to meet demand while maintaining fast response times was a significant challenge. By centralizing service delivery through Field Nation, the company dramatically improved speed and efficiency—achieving an average time to assign of just 2.15 hours. The near-perfect 99.9% acceptance rate reflected clear work scopes and strong alignment between project requirements and technician expertise.
Delivering reliable results at scale
Through its partnership with Field Nation, the company completed more than 57,000 work orders across 2,826 cities, maintaining a 96% fulfillment rate throughout the engagement. This combination of rapid assignment, high acceptance, and strong completion performance enabled consistent, reliable service delivery at scale.
By leveraging a flexible, on-demand workforce model, the company ensured fast, dependable device repair—helping reduce downtime and support seamless operations for customers across the country.
Skillsets found on Field Nation
Device diagnostics, repair, and replacement
Hardware troubleshooting and component swaps
On-site break/fix support and incident resolution
Device imaging, configuration, and validation
