{"id":15827,"date":"2021-04-30T15:01:34","date_gmt":"2021-04-30T15:01:34","guid":{"rendered":"https:\/\/fieldnation.com\/resources\/service-express-case-study\/"},"modified":"2025-05-09T06:24:37","modified_gmt":"2025-05-09T11:24:37","slug":"service-express-case-study","status":"publish","type":"post","link":"https:\/\/fieldnation.com\/resources\/service-express-case-study","title":{"rendered":"Service Express leverages on-demand labor to deliver world-class service"},"content":{"rendered":"<a name=\"service-express-field-nation-at-a-glance\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"service-express-field-nation-at-a-glance\"><strong>Service Express + Field Nation at a glance<\/strong><\/h2>\n<h3><b>Customer<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Service Express, a leading third-party maintenance provider with 6,000+ customers and 800+ employees<\/span><\/p>\n<h3><b>Challenge<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Efficiently finding and deploying qualified technical resources nationwide<\/span><\/p>\n<h3><b>Solution<\/b><b><br \/>\n<\/b><\/h3>\n<ul>\n<li><span style=\"font-weight: 400;\">Augmented full-time workforce with on-demand labor to meet clients\u2019 needs across the country or in areas with limited coverage<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Find and vet nationwide, on-demand technicians to support server, storage, and networking equipment for midsize to enterprise customers nationwide<\/span><\/li>\n<\/ul>\n<h3><b>Results<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/h3>\n<ul>\n<li><span style=\"font-weight: 400;\">Partnered with Field Nation since 2012<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Expanded business faster into new regions\u00a0<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Consistently achieved <\/span><a href=\"\/insights\/4-customer-experience-lessons\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">exceptional customer service metrics<\/span><\/a><span style=\"font-weight: 400;\">, including:<\/span>\n<ul>\n<li>SLAs of four hours or less<\/li>\n<li>97% first trip repair success<\/li>\n<li>99.8% inventory accuracy<\/li>\n<li>99.5% calls returned within 30 minutes<\/li>\n<li>A net promoter score of over 90<\/li>\n<\/ul>\n<\/li>\n<li>Tripled revenue per engineer ratio<\/li>\n<\/ul>\n<hr \/>\n<p>As a leading third-party maintenance provider, <a href=\"https:\/\/serviceexpress.com\/\" target=\"_blank\" rel=\"noopener\">Service Express<\/a> specializes in data center maintenance for server, storage, and networking equipment. The company has more than 4,000 customers, over 800 employees, and offices throughout the U.S., Asia, and Europe.<\/p>\n<p>Rob Miller is the Chief Customer Officer at Service Express. His team handles everything related to service and support.<\/p>\n<p>According to Miller, \u201cOur goal is to <a href=\"\/insights\/4-customer-experience-lessons\" target=\"_blank\" rel=\"noopener\">provide the best experience for our customers, partners, and employees<\/a>. Ultimately, we strive to ensure that all interactions, whether internal or external, provide the best possible experience.\u201d<\/p>\n<p>The company\u2019s focus on service delivery excellence has paid off, resulting in impressive customer experience metrics, such as:<\/p>\n<ul>\n<li>97% first trip repair success<\/li>\n<li>99.8% inventory accuracy<\/li>\n<li>99.5% calls returned within 30 minutes<\/li>\n<li>A net promoter score of over 90<\/li>\n<\/ul>\n<a name=\"long-term-partnership-supports-service-delivery-goals\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"long-term-partnership-supports-service-delivery-goals\"><strong>Long-term partnership supports service delivery goals<\/strong><\/h2>\n<p>Service Express began working with Field Nation in 2012. Over the years, the two companies have developed a close partnership.<\/p>\n<p>\u201cThroughout our partnership, we\u2019ve collaborated with the Field Nation team, developed goals, and conveyed our expectations. In turn, Field Nation has tailored the platform based on our needs,\u201d Miller said.<\/p>\n<blockquote><p>&#8220;In turn, Field Nation has tailored the platform based on our needs.&#8221; &#8211; Rob Miller, CCO, Service Express<\/p><\/blockquote>\n<p>Initially, Service Express chose Field Nation to fulfill service requests in areas where they didn\u2019t have a brick-and-mortar location. The company has experienced many benefits from using on-demand labor to complement its staff of full-time engineers.<\/p>\n<p>\u201cThe ability to use on-demand labor to seamlessly cover our staffing needs is a huge advantage. With access to the Field Nation marketplace, we never have to worry that we can\u2019t run calls in a city,\u201d Miller said.<\/p>\n<p>What\u2019s more, the experience of using a technician on Field Nation is seamless to the customer. Customers initiate a service request by calling in or submitting an automated ticket. Either way, their experience is the same, whether the job is serviced by a full-time employee or an on-demand technician from the Field Nation marketplace.<\/p>\n<p>\u201cFrom an operational standpoint, working with Field Nation is a finely tuned machine. The platform is super easy to use and our teams understand how to use it. This ensures that the experience is consistent for our customers,\u201d Miller added.<\/p>\n<a name=\"data-and-insights-inform-service-delivery\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"data-and-insights-inform-service-delivery\"><strong>Data and insights inform service delivery<\/strong><\/h2>\n<p>Service Express leverages Field Nation to help deliver service in the most efficient and cost-effective way while tailoring the experience to what customers want.<\/p>\n<p>Because of the easy access to robust data, Miller explained that Service Express is \u201call in\u201d on using the Field Nation platform. The data is essential to helping Service Express understand the market, and the talent available to them and their customers.<\/p>\n<p>Also, the platform allows Service Express to score different engineers so the company can quickly find the best talent.<\/p>\n<p>\u201cIf there\u2019s a project in a given city, we can easily find the top people to put on the project. We know their skill sets and their project history. That\u2019s been hugely valuable,\u201d Miller expressed.<\/p>\n<a name=\"growing-into-new-markets\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"growing-into-new-markets\"><strong>Growing into new markets<\/strong><\/h2>\n<p>Service Express has achieved double-digit annual revenue growth for two decades. The company\u2019s success has been fueled primarily by organic growth, with a handful of strategic acquisitions.<\/p>\n<p>Tapping into Field Nation\u2019s nationwide network of field service engineers has supported this growth by allowing the company to scale geographically.<\/p>\n<p>\u201cEarly on, we would shy away from deals outside of our core markets. But now we can build our revenue in new geographies until it makes sense to \u2018plant a flag.\u2019 We can meet our customers\u2019 needs with a variable workforce from Field Nation, with full confidence that it will go well,\u201d Miller said.<\/p>\n<blockquote><p>&#8220;We can meet our customers\u2019 needs with a variable workforce from Field Nation, with full confidence that it will go well.&#8221;<\/p><\/blockquote>\n<p>On-demand labor also helps Service Express respond to sudden peaks in demand, such as after an acquisition. Field Nation gives them \u201cburst capacity\u201d with an on-demand workforce until it makes sense to staff up with full-time employees.<\/p>\n<a name=\"an-efficient-and-profitable-labor-model\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"an-efficient-and-profitable-labor-model\"><strong>An efficient and profitable labor model<\/strong><\/h2>\n<p>Working with Field Nation has allowed Service Express to transform its labor model to optimize efficiency and profitability.<\/p>\n<p>Previously, Service Express would hire a full-time engineer as soon as they entered a market. It might take a year or two for the new hire to become fully utilized. Because Service Express uses a primary and a secondary engineer for each job, they would also hire a secondary engineer to help with on-call work. This was required to hit the company\u2019s SLAs, which have an engineer on-site within 4 hours. Service contracts require them to achieve the SLAs 24 hour hours a day, 7 days a week.<\/p>\n<p>\u201cWith Field Nation, we gain a ton of efficiency from a cost perspective. Using a variable workforce allows us to extend the next hire. When we do hire and the workload makes sense, we utilize Field Nation to back us up on calls. This also helps us improve our employee experience by sharing on-call work, and allowing our full-time engineers to take time off when needed,\u201d Miller explained.<\/p>\n<p>By leveraging on-demand labor, Service Express had tripled revenue per engineer since 2014. Service Express has achieved these efficiency gains while delivering an excellent customer experience.<\/p>\n<blockquote><p>By leveraging on-demand labor, Service Express had tripled revenue per engineer since 2014.<\/p><\/blockquote>\n<p>Of the company\u2019s many service delivery achievements, Miller is most proud of its net promoter score, which is over 90.<\/p>\n<p>\u201cTo achieve a world-class net promoter score as we have, every interaction with customers has to be on point. That would be impossible without leveraging the variable workforce in the way our customers expect. We couldn\u2019t do what we do without the great partnership from Field Nation,\u201d he concluded.<\/p>\n<hr \/>\n<p>To receive the same great service, resources, cost savings, and efficiencies from Field Nation, <a href=\"\/contact\" target=\"_blank\" rel=\"noopener\">reach out to our team<\/a>.<\/p>\n<div class=\"button-bkg\">\n<a name=\"save-or-share-their-story\" class=\"fldn-table-of-contents-anchor\"><\/a><h2 id=\"save-or-share-their-story\">Save or share their story.<\/h2>\n<p><a class=\"button\" title=\"Download PDF\" href=\"\/wp-content\/uploads\/2022\/09\/FieldNation_Service-Express_Success-Story.pdf\" target=\"_blank\" rel=\"noopener\">Download PDF<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Service Express leverages on-demand labor to achieve world-class service. Learn about their secrets to profitable growth.<\/p>\n","protected":false},"author":53,"featured_media":16951,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"xn-wppe-expiration":[],"xn-wppe-expiration-action":[],"xn-wppe-expiration-prefix":[],"footnotes":""},"content-group":[],"class_list":["post-15827","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","fldn_content_type-success-story"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Service Express leverages on-demand labor to deliver world-class service | Field Nation<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fieldnation.com\/resources\/service-express-case-study\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Express leverages on-demand labor to deliver world-class service\" \/>\n<meta property=\"og:description\" content=\"Service Express leverages on-demand labor to achieve world-class service. 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