Customer
PIVITAL is a global provider of onsite IT services with a focus on network connectivity. The company delivers 24x7x365 deployment and break/fix capabilities to ensure clients’ technology stays up and running when it matters most.
Challenge
Even with an experienced dispatch team and a strong network of trusted providers, PIVITAL wanted a more data-driven way to expand capacity without adding complexity. They leaned heavily on familiar providers and time-consuming phone calls to vet new ones.
“Most of the time we check the skill set of the work order and make sure the provider has those listed,” said Keri Ross, Director of Program Management. “Everybody is in the habit of going to their profile, reading over their profile… but if you’re not seeing any data to back up the information, it’s a risk. You’re taking their word for it.”
PIVITAL wanted a faster, data-backed way to match the right provider to the right job.
Solution
PIVITAL joined Field Nation’s Provider Success Score beta to bring transparency and confidence to its dispatch process.
“Part of it’s the ease of it,” said Donja Andrews, VP of Operations. “It’s right there.”
The PSS surfaced a clear reliability score built from real data on timeliness, backouts, and buyer satisfaction.
“The specific bullet points are extremely helpful,” Ross said. “It tells you, ‘This tech is great on timeliness, this one’s not so great here.’ It’s clear and easy to understand.”
- Industry Field services, technology deployment, and maintenance
- Topics Discussed Provider Success Score, work order quality, dispatch efficiency, scalable operations
- Size Mid-market
Contents
Summary
PIVITAL manages one of the largest field service operations on Field Nation, coordinating thousands of work orders each month. Before the Provider Success Score (PSS), dispatchers made assignments based on profiles, skill tags, and “good vibes.” While experienced coordinators could often spot reliable providers, vetting new ones was slow, subjective, and inconsistent.
With the introduction of the Provider Success Score, PIVITAL replaced instinct with evidence. Dispatchers now see a clear quality score grounded in timeliness, backouts, and buyer satisfaction directly within Provider Match. Hovering over a provider’s score reveals bullet-point insights about their performance, allowing the team to balance trade-offs by job type or client requirement. “It’s right there,” said Andrews. “You don’t have to guess.”
The change was immediate. “Once everybody started using it, nobody was like, ‘We miss the old thing,’” said Ross. Roughly 40% of PIVITAL’s assignments now go to providers with a Good or better score, driving noticeable improvements in reliability and communication. Dispatchers also use Private Feedback more consistently, making the data behind the PSS even stronger.
“Full speed ahead,” Andrews said when asked what she’d tell other buyers. “It’s going to save your team time. It’s going to give your team confidence.” Or, as Ross put it: “We used to live on vibes. Now we live on data.”
54% decrease in assignments to providers with a “Poor” Provider Success Score
90% of work orders are checked in on time
Increased dispatcher confidence and faster decision-making
Providers “far exceed” PIVITAL’s expectations on 2x more work orders
