Our client was going through a business model transformation in its Field Service organization that required increased flexibility in its labor deployment model and an optimized cost of delivery.
There was a clear need to outsource IT Infrastructure Support Services in order to improve efficiency, performance, and allow a greater focus on high-growth areas of the business.
This would require the transition of service and a transformation of the organization's delivery model. The client selected us as their strategic partner to deliver these Field Services across 700+ supported sites in the US and Canada
We designed and implemented a managed services framework for the Field Service organization with a fully-outsourced delivery model. We assumed full responsibility for all stages of the service, including: recruitment, training, operational management, quality assurance, development and innovation.
We also designed all functional processes that supported their operations and took full ownership of delivery, commiting contractually to SLAs linked to a penalty model.
The solution covered all 700+ sites with roughly 1,000 resident technicians located at client sites, as well as a dispatch service option for remote and low-volume sites.
