Customer
A national provider of technology deployment services with expertise in the retail, restaurant, and grocery sectors.
Challenge
Continue to deliver exceptional service to clients while efficiently deploying qualified field service technicians nationwide in today’s challenging landscape.
Solution
Field Nation’s Platform Management Partner Program provided a network of partners to help scope work, manage talent, and deliver quality service. The program included Field Nation Premier—featuring PeopleSmart Talent Management, WorkSmart Productivity Suite, MarketSmart™ Insights, and 24/7/365 priority access to support.
- Industry Information Technology (IT)
- Topics discussed Platform Management, Technician Sourcing, Dispatch & Workforce Management, Retail IT Services
- Size Mid-Market (MM)
Summary
For over 20 years, Worldlink Integration Group has delivered IT deployment services for retailers across North America, supporting more than 40,000 retail locations. With Field Nation, the company scaled operations, improved coordination, and drove growth—boosting efficiency and capacity while reducing labor costs and headcount. By leveraging Field Nation’s Platform Management Partner Program, Worldlink increased its agility and met rising client demands without compromising service quality.
78% annual growth in work order volume
Field Nation enabled Worldlink to manage a dramatic increase in retail projects.
40% reduction in full-time headcount
Worldlink gained access to dispatch services that expanded capacity while maintaining lean operations.
~15% reduction in labor costs
Efficient sourcing and partner management drove measurable savings.
80% decrease in time spent on project coordination
Automation and partner collaboration freed internal teams to focus on strategic initiatives.
A partnership that fuels growth
For more than two decades, Worldlink Integration Group has provided IT deployment services for retailers throughout North America. Since its founding, the company has serviced over 40,000 retail locations, upgraded 30,000 pieces of hardware, and supported 6,000 store openings.
John Fecteau, founder and CEO, has partnered with Field Nation since 2009—both as a client and as a contributor to ongoing product innovation. Worldlink was among the earliest adopters of Field Nation’s platform.
Worldlink’s client-first approach has earned the company a 95+% customer satisfaction rate and a 99.7% first-time operational success rate.
“Our product is feet on the street,” said Fecteau. “Ultimately, what distinguishes us is how we manage those feet on the street. Field Nation helps us effectively communicate with and manage technicians. That’s why we run all of our work orders through the Field Nation platform, whether we use contractors or marketplace technicians.”
During the retail surge at the end of 2021, Field Nation helped Worldlink manage a dramatic uptick in projects, increasing work order volume by 78%. According to Fecteau, Field Nation has “not necessarily created the fire, but added fuel to the fire.”
Doing more with less
After the pandemic, Worldlink sought to meet growing customer demands without adding headcount. The company turned to Field Nation’s Platform Management Partner Program, which leverages trusted partners to support technician vetting, work order management, and dispatch operations.
Through the Field Nation Premier suite—featuring PeopleSmart Talent Management, WorkSmart Productivity Suite, and MarketSmart™ Insights—Worldlink gained access to advanced tools that streamlined coordination, improved visibility, and strengthened labor management at scale.
This approach enabled Worldlink to onboard clients faster, reduce errors, and focus internal resources on higher-value initiatives.
“Our partner is very focused on quality control and transactional activities,” Fecteau said. “This allows our internal employees to focus on client outcomes and more strategic tasks.”
The company’s partner support has been so seamless that, according to Fecteau, he has “no qualms about engaging them with any clients.”
Even with a lean post-pandemic team, Worldlink continues to “do more with less” by integrating Field Nation’s tools and partner network. For a current 1,000-location retail rollout, Worldlink has reduced project coordination time by more than 80%.
At first, we partnered with Field Nation to gain access to qualified technicians. Our relationship has evolved since then. Today we really focus on efficiency: finding and deploying quality technicians faster, more easily, and more profitably, while delivering services at a fair market price to our clients.
Skillsets found on Field Nation
Low-voltage cable pulling, installation, and surveying
Structured cabling installation
Network equipment troubleshooting, configuration, and surveying
Wireless network support
