Before: Worldlink’s Technician Certification Process

Long before adopting the Provider Success Score, Worldlink had already developed a disciplined approach to maintaining service quality. The operations team managed hundreds of concurrent field assignments each week, relying on internal certifications and carefully curated Talent Pools to identify reliable, proven technicians.

“When we see somebody doing good work for us, we put them through our certification process… it’s about how [technicians] are going to deal with the actual problems on site,” said Rusty Stevens, Director of PMO and Partner Services at Worldlink Integration Group.

Those processes helped raise quality, but the company was looking for a faster, more scalable way to identify reliable providers during busy seasons.

These practices helped establish consistent standards across a large, distributed workforce. However, as the business grew and seasonal project loads intensified, manually managing and validating provider data became increasingly time-consuming. Worldlink needed a way to maintain the same high level of quality while making faster, more data-driven decisions.

That’s where the Provider Success Score came in — not to replace the system Worldlink built, but to enhance it. PSS simplified the evaluation process by consolidating multiple data points into one performance view, allowing Field Resource Managers to make quicker, more confident selections without sacrificing rigor.

Trialing the Provider Success Score
“When Field Nation came to us with something new, we were happy to test it out,” Rusty said.

Prior to using PSS, the team spent significant time manually combing through multiple data sets to identify the right providers. Now, the PSS brings that information together, allowing faster, informed decision-making.

Worldlink has also built dedicated Talent Pools for providers with Excellent and Very Good PSS ratings, giving their Field Resource Managers additional context and confidence when selecting technicians.

Worldlink has scaled its operations more than doubling its work order volume and the Provider Success Score has helped it to take on this work more efficiently. 

Assignments to providers with high Provider Success Scores demonstrate that quality and scale can coexist, delivering dependable, on-time service even during the industry’s busiest season.

“With the pile of work orders we’re doing… we’re seeing a really good success rate. That’s a testament to how successful the score is overall.”

Looking Ahead
Worldlink plans to continue blending its internal tools, certified Talent Pools and the Provider Success Score insights to strengthen consistency and efficiency across its network.

“If you don’t use all the tools available to you, you’re leaving things on the table,” said Rusty. “PSS is one of those tools that just makes sense—it’s simple, reliable, and it works.”