Taking control of service quality
Sendero Cloud perfected its service delivery with Field Nation
September 26, 2023
Customer
Sendero Cloud provides its customers with carrier services, cloud support, and network managed services, and backs these solutions with project management that keeps client delivery on track.
Challenge
Prior to working with Field Nation, Sendero Cloud used technicians from third-party service companies and filled in lingering coverage gaps using techs they found on Google Reviews.
Solution
Partnering with Field Nation gave Sendero Cloud greater ease when it came to managing technicians, which helped ensure consistent quality while also reducing costs.
Summary
Prior to working with Field Nation, Sendero Cloud used technicians from third-party service companies and filled in lingering coverage gaps using techs they found on Google Reviews. This led to quality and compliance issues, which impacted their bottom line. Field Nation gave the company more control over its resources: the platform connected them directly with highly skilled technicians and provided them with all the information needed (performance reviews, skill sets) to find the right tech(s) for the job.
Partnering with Field Nation gave Sendero Cloud greater ease when it came to managing technicians, which helped ensure consistent quality while also reducing costs. Escalations have become a rarity, and the level of professionalism found in Field Nation-sourced technicians puts both client and service company at ease. This consistent level of quality across multiple geographies helps Sendero Cloud stand out in the market and secure more business.
RESULTS
- Reduced escalations by 95%
- Positivity rating rose to 90%
- No technician quality infractions in over 2 years
- Grew business with geographic coverage throughout the U.S.
Skillsets found on Field Nation
Phone system installation
"With Field Nation, we have more control over our resources. We can not only find highly skilled techs, we can also manage them more easily."
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