Transforming the business model

More than a decade ago, the IT service provider changed its business model. With the help of Field Nation, the company shifted to a blended model of full-time employees and on-demand technicians. Today, they supplement a full-time staff with 3,500+ contract technicians from the Field Nation platform.

The company’s Vice President of Operations oversees contract management and service call delivery.

“We’ve altered our business model based on the capabilities of the Field Nation platform,” he said. “Once we figured out how to find technicians on the platform, we changed our quoting process. We also changed our delivery process to match this new model. The primary driver for our business model shift is cost. We live and die by our bottom-line number.”

Not only does Field Nation help them keep costs in check, the platform also helps the company deliver the quality service clients expect. The service provider delivers around-the-clock technical IT support for customers across the U.S. and Canada. “The geographic coverage that the Field Nation platform provides is extremely valuable,” the VP of Operations added. “We appreciate having multiple qualified technicians available in the same city so clients don’t have to wait if they have an urgent service need.”

The company also uses Field Nation’s MarketSmart™ Insights tool to inform pricing decisions and create proposals.“MarketSmart Insights is phenomenal. Having access to on-demand, market-wide pricing and coverage data has enabled us to price our work competitively yet profitably – and do it much more quickly,” he said.

Seamless data synchronization

To further boost efficiency, the IT services provider integrated its CSDP SRM system with the Field Nation platform. The Client API developed by Field Nation includes REST API and Webhooks. Field Nation runs dedicated API servers that enable real-time data exchange between Field Nation and CSDP.

Prior to the integration, the company used two screens simultaneously to manage work orders—one for the Field Nation platform and the other for CSDP. Creating a work order took approximately 20 minutes and required duplicate, manual data entry. With the integration, the company can now create a work order in just two to three minutes using one system—an 80 percent improvement. “All of the data synchronization between CSDP and Field Nation happens automatically,” the VP of Operations explained. “We don’t have to find updates, or copy and paste notes into our system. And creating a work order involves two clicks instead of 20.”

The company also transformed its dispatch process. Previously, each dispatcher worked their own queue of cases. Now, all dispatchers work collaboratively on all cases as a team. Dispatchers can automatically access updated data about technicians, work orders, and more from within CSDP.

Getting the integration up and running required minimal effort. Field Nation and CSDP partnered on the rollout using a comprehensive program management approach that included solution design, implementation, testing, user acceptance testing, training, and launch.

Dispatchers don’t need specialized training to use the new process. The Client API integration complements and enhances the company’s existing service delivery processes.