Food delivery platform keeps smart scales running with on-demand break/fix

FIELD SERVICE SUCCESS

Food delivery platform keeps smart scales running with on-demand break/fix

Local technicians fix minor hardware issues on site before they turn into costly replacements.

Customer

A global IT services provider delivering printer installation, maintenance, and break/fix services for enterprise customers throughout the United States and Canada.

Challenge

Supporting enterprise printer deployments across hundreds of markets required dependable technician coverage, consistent service quality, and the flexibility to scale without building and managing regional service provider networks.

Solution

By leveraging Field Nation's nationwide marketplace, the company built a trusted network of qualified technicians across the U.S. and Canada. The platform enabled the organization to develop long-term provider relationships while maintaining the flexibility to source new technicians wherever customer demand emerged.

Industry Information Technology (IT)
Topics Discussed Field Services, Printer Installation, Device Maintenance, Workforce Management
Size Enterprise

Summary

A leading U.S. food delivery platform uses smart scales in restaurants so drivers can check that each order is complete without opening the bag. When a scale failed, restaurant staff often shipped it back to the company, even if it only needed a simple fix like a new cable. With the Field Nation Break/Fix Management Suite, the company now sends repair requests to local technicians, who troubleshoot problems on site. Fewer working scales come back for replacement, and automated dispatch assigns most requests within hours.

51% faster assignment

Smart Dispatch assigned work orders faster than the manual process.

59% fewer backouts

Smart Dispatch work orders had fewer backouts than manual assignment.

96% of work assigned within one business day

The program assigned 96% of work orders within one business day and 99.5% within two.

Keeping pickups on track

At quick-service restaurants, including national chains, drivers set each order on a smart scale at pickup. If the weight is right, they know everything is there without opening the bag. When a scale stops working, drivers lose that quick check until someone fixes it.

From returns to on-site fixes

Restaurant managers and cashiers were the first line of support when a scale stopped working. Without a technical background, they often couldn’t find the problem, so they sent the device back to the company. Many of those scales weren’t actually broken. Often, something as minor as a new power supply or HDMI cable got them working again.

To prevent unnecessary returns, the company built its first on-site break/fix program on the Field Nation platform. Using the Break/Fix Management Suite, it set up Service Territories of local technicians. Smart Dispatch then routes each work order to a technician in those territories automatically, based on rules the company sets. Technicians now handle troubleshooting on site, so restaurant staff no longer have to.

Faster dispatch at a lower cost

Compared with assigning repair requests manually, Smart Dispatch fills them faster and reduces the cost of each repair. The result is a break/fix program that takes less effort to run and has more predictable costs.

Skillsets found on Field Nation

Hardware diagnostics and troubleshooting

IoT device installation and repair

Power supply and cable replacement

Device setup and connectivity testing

A note about our model: Field Nation includes a marketplace that enables companies to connect with thousands of independent contractors with skills in a variety of work types. Companies are responsible for defining and posting the work, negotiating with and engaging the technician, and reviewing and approving each work order. Independent contractors are responsible for entering and updating their profiles to advertise their skills, experience, and preferences, negotiating with companies, and choosing when and how they want to work and manage their business.