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	<title>Quality Outcomes Archives | Field Nation</title>
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	<title>Quality Outcomes Archives | Field Nation</title>
	<link>https://fieldnation.com/resources/content-topic/quality</link>
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	<item>
		<title>How an IT field service provider supported a nationwide retail refresh at scale</title>
		<link>https://fieldnation.com/resources/it-service-provider-nationwide-referesh</link>
		
		<dc:creator><![CDATA[Julia Sattler]]></dc:creator>
		<pubDate>Tue, 20 May 2025 19:10:24 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=20102</guid>

					<description><![CDATA[<p>Challenge A major financial institution needed to refresh infrastructure across nearly 2,000 of its retail branch locations—quickly, efficiently, and within a fixed budget. With a three-month timeline and sites spanning 234 markets across 27 states, the company required a scalable service solution that could deliver consistent quality at speed and cost. A national IT field [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/it-service-provider-nationwide-referesh">How an IT field service provider supported a nationwide retail refresh at scale</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<a name="challenge" class="fldn-table-of-contents-anchor"></a><h2 id="challenge"><span style="font-weight: 400;">Challenge</span></h2>
<p><span style="font-weight: 400;">A major financial institution needed to refresh infrastructure across nearly 2,000 of its retail branch locations—quickly, efficiently, and within a fixed budget. With a three-month timeline and sites spanning 234 markets across 27 states, the company required a scalable service solution that could deliver consistent quality at speed and cost. A national IT field service provider took on the project, but to meet the aggressive scope and timeline, they needed a flexible way to expand technician capacity without overextending internal resources.</span></p>
<a name="solution" class="fldn-table-of-contents-anchor"></a><h2 id="solution"><span style="font-weight: 400;">Solution</span></h2>
<p><span style="font-weight: 400;">To meet rising demand, the IT field service company partnered with Field Nation to scale quickly, reaching 300+ work orders per week at peak. Field Nation supported technician vetting, streamlined dispatch, and enabled work order bundling by geography and schedule compatibility to improve technician reuse and reduce sourcing time. By aligning pay structures with site complexity and using hourly rates only for higher-volume locations, the company incentivized efficiency without raising labor costs.</span></p>
<a name="results" class="fldn-table-of-contents-anchor"></a><h2 id="results"><span style="font-weight: 400;">Results</span></h2>
<p><span style="font-weight: 400;">Through its partnership with Field Nation, the IT field service provider completed all 1,944 sites within the targeted three-month window, logging nearly 10,000 hours of technician time with consistently strong outcomes. By bundling assignments, optimizing pricing, and reusing 65% of technicians across multiple sites, the provider improved efficiency, consistency, and project execution, ultimately coming in 14% under budget and saving over $86,000 on a $600,000 project. Field Nation’s marketplace and logistics support gave them the flexibility to scale quickly, control costs, and deliver best-in-class service across a wide footprint.</span></p>
<a name="key-results" class="fldn-table-of-contents-anchor"></a><h2 id="key-results"><span style="font-weight: 400;">Key results</span></h2>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Completed 1,944 retail sites in 3 months across 27 states.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Came in 14% under budget, saving over $86,000.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Reused 65% of techs, logging nearly 10,000 hours efficiently.</span></li>
</ul>
<p>The post <a href="https://fieldnation.com/resources/it-service-provider-nationwide-referesh">How an IT field service provider supported a nationwide retail refresh at scale</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>Field-tested technician vetting strategies to drive on-site success</title>
		<link>https://fieldnation.com/resources/technician-vetting-strategies</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Tue, 22 Apr 2025 14:44:41 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=19985</guid>

					<description><![CDATA[<p>When it comes to on-site work, success starts long before a technician sets foot on the work site. The key? Tailored vetting strategies that help you connect with the right independent technician for your specific needs. Discover field-tested best practices and Field Nation marketplace tools that empower you to select technicians that align perfectly with [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/technician-vetting-strategies">Field-tested technician vetting strategies to drive on-site success</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p><span style="font-weight: 400;">When it comes to on-site work, success starts long before a technician sets foot on the work site. The key? Tailored vetting strategies that help you connect with the right independent technician for your specific needs. Discover field-tested best practices and Field Nation marketplace tools that empower you to select technicians that align perfectly with your criteria, laying the groundwork for project success.</span></p>
<a name="tips-for-successful-technician-vetting" class="fldn-table-of-contents-anchor"></a><h2 id="tips-for-successful-technician-vetting"><span style="font-weight: 400;">Tips for successful technician vetting</span></h2>
<p><span style="font-weight: 400;">A technician’s profile on Field Nation functions like a resume. These profiles showcase skills, platform-verified experience, work history, and key attributes, </span><a href="https://discover.fieldnation.com/nbn-6-top-vetting-tips/new-user-vetting-strategies"><span style="font-weight: 400;">giving you a comprehensive view </span></a><span style="font-weight: 400;">of each technician’s qualifications. Here’s how to make the most of them:</span></p>
<h3><img fetchpriority="high" decoding="async" class="wp-image-19984 aligncenter" src="https://fieldnation.com/wp-content/uploads/2025/04/1588_blog_4_tech_profile.jpg" alt="" width="515" height="343" srcset="https://fieldnation.com/wp-content/uploads/2025/04/1588_blog_4_tech_profile.jpg 1200w, https://fieldnation.com/wp-content/uploads/2025/04/1588_blog_4_tech_profile-768x512.jpg 768w" sizes="(max-width: 515px) 100vw, 515px" /></h3>
<h3><span style="font-weight: 400;">Review skills and experience </span></h3>
<p><span style="font-weight: 400;">Dive deep into technician profiles to </span><a href="https://support.fieldnation.com/s/article/Finding-The-Right-Provider-For-Your-Work-New-Provider-Match"><span style="font-weight: 400;">match the right skill sets</span></a><span style="font-weight: 400;"> with your job requirements. Look for work history that aligns with the complexity and scope of your project.</span></p>
<h3><span style="font-weight: 400;">Select the best-fit work type</span></h3>
<p><span style="font-weight: 400;">Be specific when selecting the </span><a href="https://support.fieldnation.com/s/article/Updated-Types-of-Work"><span style="font-weight: 400;">type of work</span></a><span style="font-weight: 400;"> that best describes your project. Clear, accurate categorization ensures your posting is seen by the most qualified technicians.</span></p>
<h3><span style="font-weight: 400;">Refine search with filters</span></h3>
<p><span style="font-weight: 400;">After posting your work order, take advantage of advanced filtering options to further narrow your search for technicians based on additional criteria.</span></p>
<h3><span style="font-weight: 400;">Write a clear scope of work </span></h3>
<p><span style="font-weight: 400;">Vague job descriptions can deter top talent. </span><a href="https://support.fieldnation.com/s/article/Creating-a-Great-Work-Order"><span style="font-weight: 400;">A detailed, transparent scope</span></a><span style="font-weight: 400;"> attracts high-quality </span><span style="font-weight: 400;">technicians </span><span style="font-weight: 400;">and sets clear expectations, resulting in smoother project execution.</span></p>
<h3><span style="font-weight: 400;">Make the call</span></h3>
<p><span style="font-weight: 400;"><a href="https://fieldnation.com/resources/7-strategies-work-order">Speaking directly with techs</a> can offer a better sense of their expertise and give you confidence in your selection.</span></p>
<h3><span style="font-weight: 400;">Plan for travel time</span></h3>
<p><span style="font-weight: 400;">If the job includes multiple stops (e.g., parts pickup or return), budget accordingly to cover additional travel charges.</span></p>
<h3><span style="font-weight: 400;">Optimize for proximity</span></h3>
<p><span style="font-weight: 400;">Selecting technicians close to your job site can help reduce costs and speed up completion time.</span></p>
<h3><span style="font-weight: 400;">Confirm tool readiness </span></h3>
<p><span style="font-weight: 400;">Double-check that techs have the necessary tools, especially any specialized equipment your project requires.</span></p>
<h3><span style="font-weight: 400;">Consider Service Companies</span></h3>
<p><span style="font-weight: 400;">If you need more coverage, consider working with a Service Company to access technicians or add logistical support.</span></p>
<h3><span style="font-weight: 400;">Give new talent a chance</span></h3>
<p><span style="font-weight: 400;">Don’t overlook technicians with limited metrics. </span><a href="https://fieldnation.com/resources/more-high-quality-it-field-service-professionals"><span style="font-weight: 400;">Many experienced professionals are transitioning to independent contracting</span></a><span style="font-weight: 400;">. A quick conversation or follow-up can reveal hidden gems.</span></p>
<p><img decoding="async" class="wp-image-19986 aligncenter" src="https://fieldnation.com/wp-content/uploads/2025/04/1588_blog_4_tech_platform.jpg" alt="" width="546" height="364" srcset="https://fieldnation.com/wp-content/uploads/2025/04/1588_blog_4_tech_platform.jpg 1200w, https://fieldnation.com/wp-content/uploads/2025/04/1588_blog_4_tech_platform-768x512.jpg 768w" sizes="(max-width: 546px) 100vw, 546px" /></p>
<a name="field-nation-features-to-help-simplify-vetting" class="fldn-table-of-contents-anchor"></a><h2 id="field-nation-features-to-help-simplify-vetting"><span style="font-weight: 400;">Field Nation features to help simplify vetting</span></h2>
<p><span style="font-weight: 400;">Our platform features are designed to streamline your vetting process so you can make confident, data-driven decisions quickly:</span></p>
<h3><span style="font-weight: 400;">Default ranking rule </span></h3>
<p><span style="font-weight: 400;">The </span><a href="https://support.fieldnation.com/s/article/Default-Ranking-Rule-New-Provider-Match"><span style="font-weight: 400;">Default Ranking Rule</span></a><span style="font-weight: 400;"> tool evaluates and scores technicians criteria—like experience, reliability, and past performance—so you can easily identify the best fit.</span></p>
<h3><span style="font-weight: 400;">Easy-to-use interface </span></h3>
<p><span style="font-weight: 400;">Our </span><a href="https://support.fieldnation.com/s/article/The-New-Provider-Match-Experience-Overview"><span style="font-weight: 400;">platform interface</span></a><span style="font-weight: 400;"> is built with efficiency in mind, allowing you to seamlessly compare and evaluate provider profiles.</span></p>
<h3><span style="font-weight: 400;">Reliability metrics</span></h3>
<p><span style="font-weight: 400;">Key stats like </span><a href="https://support.fieldnation.com/s/article/Reliability-Metrics"><span style="font-weight: 400;">Timeliness and Assignment Completion</span></a><span style="font-weight: 400;"> help you assess technician dependability at a glance.</span></p>
<h3><span style="font-weight: 400;">Select networks</span></h3>
<p><span style="font-weight: 400;">Want to speed up vetting even more? Build your custom </span><a href="https://support.fieldnation.com/s/article/Select-Networks"><span style="font-weight: 400;">Select Network</span></a><span style="font-weight: 400;"> of pre-vetted, trusted techs who already understand your expectations and project needs.</span></p>
<a name="build-your-on-demand-workforce-on-field-nation" class="fldn-table-of-contents-anchor"></a><h2 id="build-your-on-demand-workforce-on-field-nation"><span style="font-weight: 400;">Build your on-demand workforce on Field Nation</span></h2>
<p><span style="font-weight: 400;">Choosing the right technician doesn’t have to be a guessing game. With the right vetting tools and proven best practices, you can confidently connect with qualified techs on the marketplace that meet your standards and support your goals.</span></p>
<p><a href="https://fieldnation.com/how-it-works-for-businesses?cta=main_nav"><span style="font-weight: 400;">Start finding independent technicians</span></a><span style="font-weight: 400;"> for your next project on Field Nation today.</span></p>
<p>The post <a href="https://fieldnation.com/resources/technician-vetting-strategies">Field-tested technician vetting strategies to drive on-site success</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>Great buyers leverage Private Feedback to identify top talent</title>
		<link>https://fieldnation.com/resources/why-great-buyers-leverage-private-feedback-to-identify-top-talent</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Thu, 27 Mar 2025 13:54:41 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=19814</guid>

					<description><![CDATA[<p>Field Nation provides multiple ways for buyers to evaluate service providers, but traditional public rating systems, such as Field Nation’s Star Ratings and My Company Star Ratings, have significant limitations. Private Feedback offers buyers a more accurate, nuanced, and completely private method to assess provider quality and work order outcomes. For this reason, providers who [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/why-great-buyers-leverage-private-feedback-to-identify-top-talent">Great buyers leverage Private Feedback to identify top talent</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p><span style="font-weight: 400;">Field Nation provides multiple ways for buyers to evaluate service providers, but traditional public rating systems, such as Field Nation’s Star Ratings and My Company Star Ratings, have significant limitations. Private Feedback offers buyers a more accurate, nuanced, and completely private method to assess provider quality and work order outcomes. For this reason, providers who have Private Feedback left by your company will now have Private Feedback displayed in Match instead of My Company Star Rating. </span></p>
<p><span style="font-weight: 400;">This guide explores why buyers with great work order outcomes are shifting toward Private Feedback and how it can be leveraged effectively.</span></p>
<a name="star-rating-limitations" class="fldn-table-of-contents-anchor"></a><h2 id="star-rating-limitations"><b>Star Rating limitations</b></h2>
<h3><b>1. Public star rating inflation</b></h3>
<p><span style="font-weight: 400;">The concept of star rating inflation is not unique to Field Nation, but it has made it so that 94% of providers boast a marketplace-wide rating of 4.8+ stars. Many buyers default to giving high star ratings to avoid conflict or because they do not see a significant reason to lower them. When buyers have a poor experience with a provider, they often opt out of the star rating system completely, exacerbating the issue. Over time, this has resulted in a disproportionate number of 5-star ratings, making it difficult to distinguish between truly exceptional providers and those who simply met basic expectations.</span></p>
<p><span style="font-weight: 400;">If your company takes a similar approach of leaving five stars on nearly every work order, this makes it harder for you and your team to make informed decisions based on provider service quality.</span></p>
<h3><b>2. Subjectivity and inconsistency</b></h3>
<p><span style="font-weight: 400;">Traditional star ratings are prone to subjective interpretation. Buyer users often rate providers based on general impressions rather than specific criteria. Ratings often fluctuate from dispatcher to dispatcher, creating inconsistencies in provider assessments.</span></p>
<h3><b>3. Fear of retaliation</b></h3>
<p><span style="font-weight: 400;">Buyers may hesitate to leave low ratings due to concerns about backlash from providers. Providers sometimes dispute ratings, leading to tension and unnecessary disputes. Buyers may inflate ratings to maintain good relationships, which can compromise rating accuracy.</span></p>
<h3><b>4. Limited insight into Work Order outcomes</b></h3>
<p><span style="font-weight: 400;">Star ratings alone do not explain the reasoning behind a particular score. This lack of granularity makes it difficult to determine why a work order succeeded or failed. Providers with high ratings may still have performance issues that are not reflected in the system.</span></p>
<p><span style="font-weight: 400;">While buyer users can add notes to a separate section of the provider profile, they’re time-consuming to add. Since company notes are text-based, they can’t be easily summarized, which means that users need to spend time reading through a collection of notes when assigning providers.</span></p>
<a name="why-private-feedback" class="fldn-table-of-contents-anchor"></a><h2 id="why-private-feedback"><b>Why Private Feedback?</b></h2>
<p><span style="font-weight: 400;">Private Feedback was designed to address the gaps left by My Company Star Ratings, providing a more detailed, reliable, and actionable assessment of the quality of service you get from the providers you work with.</span></p>
<h3><b>1. More accurate Work Order outcome measurement</b></h3>
<p><span style="font-weight: 400;">Private Feedback enables buyers to categorize work order outcomes based on whether providers met buyers’ expectations, providing clarity on performance trends. Buyers can leave an assessment ranging from “far below expectations” to “far exceeds expectations.” Buyers can express whether they would work with a provider again without impacting the provider’s overall rating. This feedback contributes to a holistic performance assessment rather than being influenced by emotions or external factors.</span></p>
<h3><b>2. Eliminates chance of a negative response</b></h3>
<p><span style="font-weight: 400;">Since feedback is private, providers do not see specific ratings from individual buyers. Buyers can leave honest feedback without concerns about future disputes or backlash, fostering a more trustworthy and constructive evaluation system.</span></p>
<h3><b>3. Provides valuable context</b></h3>
<p><span style="font-weight: 400;">Unlike a simple star rating, Private Feedback allows buyers to quickly highlight specific reasons for their rating through </span><b>Feedback Themes</b><span style="font-weight: 400;">. Feedback themes provide actionable insights, helping both providers and platform managers improve service quality. Unlike company notes on providers’ profiles, these feedback themes are quick to leave and easy to summarize.</span></p>
<h3><b>4. Enhances decision-making</b></h3>
<p><span style="font-weight: 400;">Buyers can confidently assess whether they want to continue working with a provider based on past performance. The feedback data helps in improving provider selection processes.</span></p>
<a name="how-to-use-private-feedback" class="fldn-table-of-contents-anchor"></a><h2 id="how-to-use-private-feedback"><b>How to use Private Feedback</b></h2>
<p><span style="font-weight: 400;">Leaving Private Feedback only takes a few seconds, but proves highly valuable when it comes time to assign providers to additional work orders. Here’s how great buyers using Private Feedback to make sure the providers they assign are meeting their company’s expectations:</span></p>
<h3><b>1. They use Private Feedback for honest and constructive reviews</b></h3>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Always provide feedback on completed work orders, even when the experience is neutral.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Be specific about what went well or what could be improved.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Use </span><b>Feedback Themes</b><span style="font-weight: 400;"> to categorize and clarify your reasoning.</span></li>
</ul>
<h3><b>2. Review Private Feedback data for future decisions</b></h3>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Use past feedback to determine which providers to continue working with.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Identify patterns in service quality to refine provider selection processes.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Leverage Feedback Themes to determine if a provider’s strengths and weaknesses suit your particular work order. For example, a provider with great communication and technical skills but low timeliness performance could still be a good choice for a schedule-range work order taking place overnight.</span></li>
</ul>
<h3><b>3. Encourage internal consistency in feedback</b></h3>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Standardize how your team leaves feedback to ensure data reliability.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Train dispatch teams on how to use Private Feedback effectively, and ensure each work order’s primary contact is the one leaving Private Feedback even if they aren’t the person approving the work.</span></li>
</ul>
<a name="conclusion" class="fldn-table-of-contents-anchor"></a><h2 id="conclusion"><b>Conclusion</b></h2>
<p><span style="font-weight: 400;">Private Feedback goes beyond star ratings to give you clearer, more dependable insights into how the providers you engage with are really performing—so you can make better decisions, faster.</span></p>
<p><span style="font-weight: 400;">By shifting from My Company Star Rating to Private Feedback, buyers can:</span></p>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Leverage more accurate service quality data.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Eliminate retaliation concerns and encourage honest assessments.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Make better work order assignment decisions based on reliable data.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Contribute to an improved work order ecosystem that benefits all stakeholders.</span></li>
</ul>
<p><span style="font-weight: 400;">Top buyers recognize that Private Feedback is not just an alternative — it is the better way forward. Start using it today to improve service provider quality and enhance your overall experience on the Field Nation platform.</span></p>
<p>The post <a href="https://fieldnation.com/resources/why-great-buyers-leverage-private-feedback-to-identify-top-talent">Great buyers leverage Private Feedback to identify top talent</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>Intro to On-Demand Labor: Take Control of Field Service Quality</title>
		<link>https://fieldnation.com/resources/field-service-success</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Thu, 20 Feb 2025 13:05:36 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=16248</guid>

					<description><![CDATA[<p>Take back control of field service quality Most field service organizations right now have too much work and not enough people to do it, so they’re bringing in third parties to help. The problem is that when you engage a third party, you lose visibility into who goes on site, how the work gets done, [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/field-service-success">Intro to On-Demand Labor: Take Control of Field Service Quality</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<a name="take-back-control-of-field-service-quality" class="fldn-table-of-contents-anchor"></a><h2 id="take-back-control-of-field-service-quality">Take back control of field service quality</h2>
<p>Most field service organizations right now have too much work and not enough people to do it, so they’re bringing in third parties to help. The problem is that when you engage a third party, you lose visibility into who goes on site, how the work gets done, and the customer experience – until it’s too late.</p>
<p>Join Field Nation for an exclusive 30-minute webinar where we’ll show you how to optimize your field service operations with an on-demand labor model.</p>
<p>In this webinar, you will learn:</p>
<ul class="ql-rendered-list-container" data-is-root="true">
<li class="ql-rendered-bullet-list" data-block-id="block-078cabc8-7431-43c1-af40-16cf50e277a4">How to build your bench of trusted techs from our nationwide network of independent IT professionals</li>
<li class="ql-rendered-bullet-list" data-block-id="block-88c91568-6ba5-428d-a938-b30d8e6c68b2">How our platform makes it easy to publish and manage work</li>
<li class="ql-rendered-bullet-list" data-block-id="block-208744f0-7fad-469f-b294-b4d443b87c1f">And why the on-demand model is the only option for companies who want control over both cost and quality</li>
</ul>
<p>Don’t let a lack of control compromise your field service quality. Register now to secure your spot and take back control!</p>
<p>The post <a href="https://fieldnation.com/resources/field-service-success">Intro to On-Demand Labor: Take Control of Field Service Quality</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>Overcome unexpected IT hurdles with agile resources</title>
		<link>https://fieldnation.com/resources/overcome-hurdles-agile-resources</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Fri, 30 Aug 2024 15:43:46 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=18630</guid>

					<description><![CDATA[<p>When the Crowdstrike outage hit, IT teams scrambled to manually fix Windows devices across hundreds of locations. One of our customers, faced with updating systems at a nationwide fitness chain, sent out an SOS to their network. This sudden, large-scale need is exactly the challenge Field Nation is built to address. While you may know [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/overcome-hurdles-agile-resources">Overcome unexpected IT hurdles with agile resources</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p><span style="font-weight: 400;">When the Crowdstrike outage hit, IT teams scrambled to manually fix Windows devices across hundreds of locations. One of our customers, faced with updating systems at a nationwide fitness chain, sent out an SOS to their network. This sudden, large-scale need is exactly the challenge Field Nation is built to address.</span></p>
<p><span style="font-weight: 400;">While you may know Field Nation for planned project work and break-fix solutions, our incident support capabilities shine in crises like the Crowdstrike outage. Our marketplace quickly connects businesses with skilled technicians nationwide, enabling fast deployment for urgent, multi-site projects.</span></p>
<a name="how-field-nation-customers-leverage-our-marketplace" class="fldn-table-of-contents-anchor"></a><h2 id="how-field-nation-customers-leverage-our-marketplace"><span style="font-weight: 400;">How Field Nation customers leverage our marketplace</span></h2>
<p><span style="font-weight: 400;">One managed service provider posted 350 work orders to the Field Nation marketplace related to the Crowdstrike outage, requiring technicians to perform specific tasks on 1-5+ devices per location. Each PC required a brief troubleshooting process, including a restart and entering recovery information. </span></p>
<p><span style="font-weight: 400;">This example highlights our ability to rapidly deploy skilled technicians across a wide geographic area, which is crucial in large-scale IT incidents. Technicians on the Field Nation marketplace are proficient in a range of IT services, including </span><a href="https://fieldnation.com/services/networking?cta=main_nav"><span style="font-weight: 400;">networking</span></a><span style="font-weight: 400;">, </span><a href="https://fieldnation.com/services/computers-printers?cta=main_nav"><span style="font-weight: 400;">computer and printer support</span></a><span style="font-weight: 400;">, </span><a href="https://fieldnation.com/services/cabling?cta=main_nav"><span style="font-weight: 400;">cabling installations</span></a><span style="font-weight: 400;">, and other critical infrastructure tasks.</span></p>
<a name="field-nation-capabilities-for-large-scale-it-projects" class="fldn-table-of-contents-anchor"></a><h2 id="field-nation-capabilities-for-large-scale-it-projects"><span style="font-weight: 400;">Field Nation capabilities for large-scale IT projects</span></h2>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Incident support: Quickly mobilize technicians to address unexpected IT issues across multiple locations.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Large-scale deployments: We support nationwide projects for consistent service delivery across all sites.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Multi-site coordination: Manage projects spanning numerous locations simultaneously.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">RFP support and coverage assessments: We assist in planning and assessing workforce needs for large-scale projects.</span><span style="font-weight: 400;"><br />
</span></li>
<li style="font-weight: 400;" aria-level="1"><a href="https://fieldnation.com/platform-management"><span style="font-weight: 400;">Platform Management Partner Program</span></a><span style="font-weight: 400;">: Our Platform Management Partners know the best ways to scope work, vet and confirm talent, and deliver quality service using the Field Nation marketplace. This support can help your business scale your project deployments quickly, and find the resources you need, when you need them.</span><span style="font-weight: 400;"><br />
</span></li>
<li style="font-weight: 400;" aria-level="1"><a href="https://fieldnation.com/project-ready-talent-pools-program"><span style="font-weight: 400;">Project-Ready Talent Pools</span></a><span style="font-weight: 400;">: Field Nation can help you take on work with complex talent requirements (e.g. work that requires multiple techs, skill sets, and visits) by helping you find, vet, and confirm the talent.</span></li>
</ul>
<a name="tips-for-successful-project-execution" class="fldn-table-of-contents-anchor"></a><h2 id="tips-for-successful-project-execution"><span style="font-weight: 400;">Tips for successful project execution</span></h2>
<p><span style="font-weight: 400;">To maximize the benefits of our marketplace, consider these tips:</span></p>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Engage us early: By involving Field Nation in the early stages of project planning, we can partner with you to assess needs, identify potential challenges, and develop effective strategies.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Collaborate on coverage: Work with us to secure the right geographic coverage and skill sets for your project.</span></li>
<li><span style="font-weight: 400;">Lean on us for project planning assistance: Our team can help with everything from initial planning to rollout support.</span></li>
</ul>
<p><span style="font-weight: 400;">Our marketplace connects you with skilled technicians nationwide and provides the tools and support needed to manage large-scale projects efficiently. </span><a href="https://fieldnation.com/contact"><span style="font-weight: 400;">Contact us today</span></a><span style="font-weight: 400;"> to manage planned deployments and unexpected incidents with our flexible, nationwide network of skilled technicians.</span></p>
<p>The post <a href="https://fieldnation.com/resources/overcome-hurdles-agile-resources">Overcome unexpected IT hurdles with agile resources</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>The state of independent contracting in IT field services</title>
		<link>https://fieldnation.com/resources/contractor-study</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Tue, 09 Jul 2024 20:49:04 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/resources/cost-quality-2023-copy</guid>

					<description><![CDATA[<p>The post <a href="https://fieldnation.com/resources/contractor-study">The state of independent contracting in IT field services</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p>The post <a href="https://fieldnation.com/resources/contractor-study">The state of independent contracting in IT field services</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>Addressing the audiovisual labor crisis: A strategic guide for AV integrators</title>
		<link>https://fieldnation.com/resources/addressing-the-av-labor-crisis</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Tue, 25 Jun 2024 12:30:47 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=18379</guid>

					<description><![CDATA[<p>One of the most pressing challenges in the AV industry today is the acute shortage of skilled field service technicians. As technology advances and customer expectations rise, AV integrators find themselves grappling with the pressures of delivering high-quality service and maintaining profitability.  Understanding the scope of the AV labor crisis The labor crisis in the [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/addressing-the-av-labor-crisis">Addressing the audiovisual labor crisis: A strategic guide for AV integrators</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p><span style="font-weight: 400;">One of the most pressing challenges in the AV industry today is the acute shortage of skilled field service technicians. As technology advances and customer expectations rise, AV integrators find themselves grappling with the pressures of delivering high-quality service and maintaining profitability. </span></p>
<a name="understanding-the-scope-of-the-av-labor-crisis" class="fldn-table-of-contents-anchor"></a><h2 id="understanding-the-scope-of-the-av-labor-crisis"><span style="font-weight: 400;">Understanding the scope of the AV labor crisis</span></h2>
<p><span style="font-weight: 400;">The labor crisis in the AV industry is more severe than ever. According to recent surveys, 72% of integrators cite talent issues as a top concern, with installer and technician roles being the hardest to fill​​. This shortage has been exacerbated by the increasing complexity of AV projects and the need for rapid, high-quality installations and services.</span></p>
<p><span style="font-weight: 400;">The key challenges integrators face include:</span></p>
<ul>
<li style="font-weight: 400;" aria-level="1"><b>Volatile project backlogs: </b><span style="font-weight: 400;">With fluctuating demand, maintaining a consistent workforce is difficult.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Service inflation: </b><span style="font-weight: 400;">Rising costs make it challenging to stay profitable.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Evolving customer needs: </b><span style="font-weight: 400;">Clients demand faster response times and higher quality service.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Supply chain issues: </b><span style="font-weight: 400;">Delays and product shortages add another layer of complexity.</span></li>
</ul>
<p>&nbsp;</p>
<a name="traditional-labor-options-and-their-limitations" class="fldn-table-of-contents-anchor"></a><h2 id="traditional-labor-options-and-their-limitations"><span style="font-weight: 400;">Traditional labor options and their limitations</span></h2>
<p><span style="font-weight: 400;">AV integrators have traditionally relied on two main labor options: hiring employees and subcontracting. Each has its pros and cons:</span></p>
<ol>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Employees:</span>
<ul>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Pros: Control over talent selection, trained and certified staff, fast deployment.</span></li>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;"><span style="font-weight: 400;">Cons: Slower to scale, fixed costs regardless of demand (including overhead), high travel expenses.</span></span></li>
</ul>
</li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Subcontractors:</span>
<ul>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Pros: One-stop-shop for project management, variable costs.</span></li>
<li style="font-weight: 400;" aria-level="2"><span style="font-weight: 400;">Cons: Slow deployment, opaque expenses, lack of control over technician selection​.</span></li>
</ul>
</li>
</ol>
<p><span style="font-weight: 400;">Given these limitations, a hybrid model that incorporates on-demand labor using a labor marketplace can offer a more flexible and cost-effective solution.</span></p>
<p>&nbsp;</p>
<a name="the-rise-of-labor-marketplaces" class="fldn-table-of-contents-anchor"></a><h2 id="the-rise-of-labor-marketplaces"><span style="font-weight: 400;">The rise of labor marketplaces</span></h2>
<p><span style="font-weight: 400;">Labor marketplaces like Field Nation are emerging as a critical solution to the IT labor shortage. Marketplaces provide direct access to independent contractors who can be matched to specific job requirements based on their skills, experience, and performance ratings.</span></p>
<p>&nbsp;</p>
<a name="benefits-of-a-labor-marketplace" class="fldn-table-of-contents-anchor"></a><h2 id="benefits-of-a-labor-marketplace"><span style="font-weight: 400;">Benefits of a labor marketplace</span></h2>
<ul>
<li style="font-weight: 400;" aria-level="1"><b>Local resource access: </b><span style="font-weight: 400;">Technicians are sourced locally, reducing travel costs and response times.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Control and flexibility: </b><span style="font-weight: 400;">Integrators can vet and manage talent directly, ensuring quality and reliability.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Cost-effectiveness: </b><span style="font-weight: 400;">By paying only for the work needed and avoiding additional management overhead, integrators can save significantly on labor costs​​​​.</span></li>
</ul>
<p>&nbsp;</p>
<a name="introducing-the-av-digital-signage-select-network" class="fldn-table-of-contents-anchor"></a><h2 id="introducing-the-av-digital-signage-select-network"><span style="font-weight: 400;">Introducing the AV &#038; Digital Signage Select Network</span></h2>
<p><span style="font-weight: 400;"><img decoding="async" class="wp-image-18350 alignright" src="https://fieldnation.com/wp-content/uploads/2024/06/qualified-AV-network.png" alt="" width="514" height="278" srcset="https://fieldnation.com/wp-content/uploads/2024/06/qualified-AV-network.png 1999w, https://fieldnation.com/wp-content/uploads/2024/06/qualified-AV-network-768x415.png 768w, https://fieldnation.com/wp-content/uploads/2024/06/qualified-AV-network-1536x831.png 1536w" sizes="(max-width: 514px) 100vw, 514px" />Due to the AV labor shortage, Field Nation and Herman Integration Services have partnered to create the AV &#038; Digital Signage Select Network, the nation&#8217;s largest on-demand network of AV installers. This network includes over 1,600 independent technicians with proven experience installing, decommissioning, or configuring audio-visual and digital signage equipment, as well as running and terminating cable to the same equipment.</span></p>
<p><span style="font-weight: 400;">Key Features:</span></p>
<ul>
<li style="font-weight: 400;" aria-level="1"><b>Experienced and reliable: </b><span style="font-weight: 400;">Installers have high buyer ratings for quality, reliability, and performance.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Cost-effective: </b><span style="font-weight: 400;">Integrators can save up to 50% on simple service calls by using local technicians.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Responsive:</b><span style="font-weight: 400;"> Independent installers typically respond to requests within 15 minutes in major metropolitan areas, compared to days or weeks for traditional labor options.</span></li>
</ul>
<p>&nbsp;</p>
<a name="implementing-a-hybrid-workforce-model" class="fldn-table-of-contents-anchor"></a><h2 id="implementing-a-hybrid-workforce-model"><span style="font-weight: 400;">Implementing a hybrid workforce model</span></h2>
<p><span style="font-weight: 400;">A hybrid workforce model combines the best aspects of direct hires, subcontractors, and labor marketplaces. This approach allows integrators to:</span></p>
<ul>
<li style="font-weight: 400;" aria-level="1"><b>Cut costs and increase margins: </b><span style="font-weight: 400;">By sourcing technicians close to job sites and paying only for the work needed.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Ensure compliance: </b><span style="font-weight: 400;">Manage payroll, tax, and insurance easily, while ensuring compliance with labor laws.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Control service quality: </b><span style="font-weight: 400;">Select talent based on skills, experience, certifications, and ratings.</span></li>
<li style="font-weight: 400;" aria-level="1"><b>Respond quickly: </b><span style="font-weight: 400;">Access a nationwide network of AV installers and technicians for rapid deployment​​.</span></li>
</ul>
<p>&nbsp;</p>
<a name="common-av-use-cases-on-field-nation" class="fldn-table-of-contents-anchor"></a><h2 id="common-av-use-cases-on-field-nation"><span style="font-weight: 400;">Common AV use cases on Field Nation</span></h2>
<ul>
<li style="font-weight: 400;" aria-level="1"><b>Simple service calls: </b><span style="font-weight: 400;">The AV &#038; Digital Signage Select Network on the Field Nation marketplace can handle simple tasks such as low-voltage cabling, basic displays and speaker installations, and digital signage installations.</span></li>
</ul>
<p>&nbsp;</p>
<a name="conclusion" class="fldn-table-of-contents-anchor"></a><h2 id="conclusion"><span style="font-weight: 400;">Conclusion</span></h2>
<p><span style="font-weight: 400;">The AV labor crisis presents a significant challenge, but it also offers an opportunity for integrators to rethink their workforce strategies. By embracing a hybrid model and leveraging the AV &#038; Digital Signage Select Network powered by the #1 labor marketplace for IT field services, AV integrators can improve service quality, reduce costs, and respond more quickly to customer needs. Complete a brief </span><a href="https://fieldnation.com/coverage-assessment/av-digital-signage"><span style="font-weight: 400;">coverage assessment</span></a><span style="font-weight: 400;">, and we&#8217;ll match your specific work requirements and service regions to our AV &#038; Digital Signage Select Network.</span></p>
<p><span style="font-weight: 400;">For AV integrator leaders, the path forward involves not just finding the right technicians but also implementing a flexible, scalable workforce strategy that can adapt to the ever-changing demands of the industry. By doing so, they can ensure that they not only survive but thrive in this competitive landscape.</span></p>
<p>The post <a href="https://fieldnation.com/resources/addressing-the-av-labor-crisis">Addressing the audiovisual labor crisis: A strategic guide for AV integrators</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>The benefits of choosing independent contracting</title>
		<link>https://fieldnation.com/resources/the-benefits-independent-contracting</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Fri, 10 May 2024 15:03:25 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=18253</guid>

					<description><![CDATA[<p>Nowadays, how people work and make money differs from a few years ago. Jobs are changing a lot, and many people, especially those who work in information technology (IT), are choosing to work on their own as independent contractors. A big reason for this is that there are many IT jobs, and only a few [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/the-benefits-independent-contracting">The benefits of choosing independent contracting</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p>Nowadays, how people work and make money differs from a few years ago. Jobs are changing a lot, and many people, especially those who work in information technology (IT), are choosing to work on their own as independent contractors. A big reason for this is that there are many IT jobs, and only a few people are without work. In fact, <a href="https://www.comptia.org/newsroom/tech-employment-holds-steady-heading-into-2023-comptia-analysis-reveals">according to CompTIA,</a> the IT sector is experiencing employment growth and an impressively low unemployment rate of 1.8%, creating a demand for highly skilled, experienced IT contractors to support new and emerging technologies.</p>
<p>This shift is not just a trend but a noteworthy movement. <a href="https://fieldnation.com/resources/contractor-study">A recent Field Nation study</a> revealed that 98% of IT field service technicians prefer to work as independent contractors, either exclusively or in combination with a full-time job. Aside from the clear growth opportunities in the field service industry, independent contractors enjoy a variety of additional benefits.</p>
<a name="why-do-people-prefer-independent-contracting" class="fldn-table-of-contents-anchor"></a><h2 id="why-do-people-prefer-independent-contracting">Why do people prefer independent contracting?</h2>
<p>Many people enjoy independent contracting because it allows them to set their own work schedules and choose which projects they work on. In a Field Nation study on independent contractors, 36% of respondents said flexibility was a top reason for choosing contracting work, and 27% indicated autonomy and control as additional main drivers toward their decision.</p>
<p>Jenny Korpalski, an independent technician who uses Field Nation to find and complete work, emphasizes schedule flexibility as a key reason for doing independent contracting. “I love setting my schedule and having the freedom to work if I want to or just take days off,” she said.</p>
<h4>Satisfaction and work-life balance</h4>
<p>Most IT professionals who contract are pleased with their jobs. Four out of five of them say they are satisfied or very satisfied. They like being able to balance their work and personal life better. More than 70% of these workers say they have a better balance now than before. Also, when they find jobs through platforms like Field Nation, they can do different kinds of work that match what they&#8217;re good at, keeping their job interesting and making them feel good about what they do.</p>
<h4>Entrepreneurship opportunities</h4>
<p>Another benefit of choosing contracting is the opportunity to be your own boss and build your own personal business. Being your own boss can look like being in control of your schedule and taking on projects that help you gain desired skill sets, whether that’s communication or a specific ability such as low-voltage cabling. You can also use contract work to establish and maintain a workload for your field service company.</p>
<h4>Longevity and growth opportunities</h4>
<p>IT contracting is not just something people do for a little while. For many contractors, it&#8217;s what they want to do for their entire career. A study by Field Nation found that 64% of people contracting have been doing it for six years or more, showing how much they enjoy this way of working. The main reason they think about stopping is when they retire.</p>
<h4>Opportunity growth for contract labor</h4>
<p>Companies are also noticing the benefits of independent contracting, and many are using both full-time and contract workers to help them get work done. <a href="https://fieldnation.com/resources/three-key-factors-2022">According to IHL Group,</a> there&#8217;s been a significant increase in IT spending, meaning there&#8217;s a greater need for IT experts who can work flexibly. Companies that started early in hiring contract workers are seeing good results. They&#8217;ve found that hiring these workers lets them get the right IT help when needed, no matter where they are.</p>
<h4>Independent contracting on the rise</h4>
<p>The trend towards independent contracting is not limited to the IT sector. The broader economy is witnessing a significant increase in independent workers, increasing 89% since 2020, with 72.1 million independent workers in America, as reported by the <a href="https://www.mbopartners.com/state-of-independence/">MBO Partners’ State of Independence in America 2023 report</a>.</p>
<a name="experience-the-benefits-of-independent-contracting-with-field-nation" class="fldn-table-of-contents-anchor"></a><h2 id="experience-the-benefits-of-independent-contracting-with-field-nation">Experience the benefits of independent contracting with Field Nation</h2>
<p>The rise of independent contracting in the IT field services sector is a testament to the changing dynamics of the workforce, driven by professionals&#8217; desire for flexibility, autonomy, and work-life balance. As the demand for skilled IT professionals continues to grow, more and more field service companies turn to Field Nation to find talented technicians to help with their projects.</p>
<p>Whether you&#8217;re seeking full-time or part-time independent work, the opportunities in the IT services sector are abundant and rewarding! Start your journey as an independent contractor and <a href="https://fieldnation.com/technician-signup">sign up for Field Nation today!</a></p>
<p>The post <a href="https://fieldnation.com/resources/the-benefits-independent-contracting">The benefits of choosing independent contracting</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>Elevate your field service operations with a technician quality program</title>
		<link>https://fieldnation.com/resources/technician-quality-program</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Tue, 23 Apr 2024 20:15:47 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=18209</guid>

					<description><![CDATA[<p>Finding skilled and reliable technicians is consistently top-of-mind for field service leaders, and I am no exception. Technician quality has always been my “baby.” I work for a global IT solutions provider that does national project and break/fix work, including physical layer troubleshooting, access point replacements, and basic troubleshooting.  Back in 2014, I formalized our [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/technician-quality-program">Elevate your field service operations with a technician quality program</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p><span style="font-weight: 400;">Finding skilled and reliable technicians is consistently top-of-mind for field service leaders, and I am no exception. Technician quality has always been my “baby.”</span><span style="font-weight: 400;"><br />
</span><span style="font-weight: 400;"><br />
</span><span style="font-weight: 400;">I work for a global IT solutions provider that does national project and break/fix work, including physical layer troubleshooting, access point replacements, and basic troubleshooting. </span></p>
<p><span style="font-weight: 400;">Back in 2014, I formalized our quality program</span><span style="font-weight: 400;"> to enhance our customer’s experience and monitor the performance of on-demand technicians</span><span style="font-weight: 400;">. Starting with a simple tracking system and expanding it into a full-scale program has made us more efficient and significantly enhanced our level of service and client outcomes.</span></p>
<p><span style="font-weight: 400;">Here&#8217;s why it matters, how I did it, and what I&#8217;ve learned along the way.</span></p>
<a name="why-start-a-technician-quality-program" class="fldn-table-of-contents-anchor"></a><h2 id="why-start-a-technician-quality-program"><span style="font-weight: 400;">Why start a technician quality program?</span></h2>
<p><span style="font-weight: 400;">When I started as a field service coordinator, we didn’t have a tracking mechanism for our techs. We use multiple on-demand marketplaces. Sometimes, we blocked a technician on one marketplace only to have them turn up on another</span><span style="font-weight: 400;">. It felt like we were trying to manage technicians who weren’t adhering to our quality standards. </span></p>
<p><span style="font-weight: 400;">That’s when we decided we needed to make a change. We began with the basics, tracking who was late, who canceled, and who didn&#8217;t show up at all. </span><span style="font-weight: 400;">It was our starting point for ensuring we were working with reliable techs.</span></p>
<a name="building-the-framework" class="fldn-table-of-contents-anchor"></a><h2 id="building-the-framework"><span style="font-weight: 400;">Building the framework</span></h2>
<p><span style="font-weight: 400;">Our Salesforce system plays a pivotal role in supporting our program. When we schedule a technician, we generate a dispatch ticket in Salesforce. Within that ticket, as we schedule a tech, the system populates their name, ID, and if the platform will allow it, their zip code.</span><span style="font-weight: 400;"><br />
</span></p>
<p><span style="font-weight: 400;">The system tracks their arrival time and compares their arrival against their scheduled time, marking them as late, early, or on time. Technicians are late if they arrive after their scheduled start time by more than 15 minutes, accounting for minor delays. A “very late” status is assigned for arrivals beyond this window but within two hours of the start time.</span><span style="font-weight: 400;"><br />
</span></p>
<p><span style="font-weight: 400;">We’re pretty strict about tracking cancellations in Salesforce too, whether it’s the customer or the tech canceling. If a tech cancels with less than four hours&#8217; notice, we consider it a no-show. </span></p>
<p><span style="font-weight: 400;">Our quality program is all about transparency and accountability, which helps us with reporting and linking everything back to specific clients and projects.</span></p>
<a name="evaluating-technician-performance" class="fldn-table-of-contents-anchor"></a><h2 id="evaluating-technician-performance"><span style="font-weight: 400;">Evaluating technician performance</span></h2>
<p><span style="font-weight: 400;">We track positive and negative feedback from a variety of sources, including clients, our dispatch team, our tech support team, and our project managers. We record this feedback to get a high-level overview of the technician’s performance. When techs get positive reviews, we put them into our go-to Talent Pools, and they may get work routed to them first.</span></p>
<p><span style="font-weight: 400;">Some customers want us to track SLA performance. If a technician is late, we need to specify why they were late. We consistently track metrics like on-time performance, so we can encourage positive behavior.</span><span style="font-weight: 400;"><br />
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<p><span style="font-weight: 400;">When technicians don’t meet our standards, we take action by making a note on their dispatch ticket. If necessary, we temporarily suspend them for six weeks. This also resets their status in our Talent Pools, requiring them to improve their performance and work their way back up. Sometimes, a tech has a personality conflict with a specific client, so we remove them from that client’s projects but not from our network. If techs are consistently unreliable, we remove them from our network entirely.</span></p>
<a name="getting-your-team-aligned" class="fldn-table-of-contents-anchor"></a><h2 id="getting-your-team-aligned"><span style="font-weight: 400;">Getting your team aligned</span></h2>
<p><span style="font-weight: 400;">Getting our team on board with this quality program wasn&#8217;t a tough sell at all. Everyone understood the value right away, especially those dealing directly with technician scheduling and support. In fact, our team members often proactively flag technicians who perform well and those who don’t, helping our leadership understand where to direct recognition and resources. This collaborative effort keeps everyone aligned and focused on maintaining our high standards for technician performance and reliability.</span></p>
<p><span style="font-weight: 400;">Finally, I want to recognize all the Field Nation staff, including customer success, who have supported our business through the many years we&#8217;ve worked together. With their help, we&#8217;ve fine-tuned our quality program with automation and data integrity, ensuring the delivery of the successful outcomes our customers expect.</span><span style="font-weight: 400;"><br />
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<p>The post <a href="https://fieldnation.com/resources/technician-quality-program">Elevate your field service operations with a technician quality program</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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		<title>9 ways to successfully manage break-fix work on Field Nation</title>
		<link>https://fieldnation.com/resources/successfully-manage-break-fix</link>
		
		<dc:creator><![CDATA[Field Nation]]></dc:creator>
		<pubDate>Tue, 23 Apr 2024 20:04:29 +0000</pubDate>
				<guid isPermaLink="false">https://fieldnation.com/?p=18211</guid>

					<description><![CDATA[<p>One of the key things I’ve learned as a field service delivery leader is that being a great buyer has a ripple effect on your success. When you’re a good buyer, it’s easier to staff tickets, meet tighter SLAs, and satisfy clients. If there&#8217;s one piece of advice I&#8217;d give to other companies, it would [&#8230;]</p>
<p>The post <a href="https://fieldnation.com/resources/successfully-manage-break-fix">9 ways to successfully manage break-fix work on Field Nation</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
]]></description>
										<content:encoded><![CDATA[<p><span style="font-weight: 400;">One of the key things I’ve learned as a field service delivery leader is that being a great buyer has a ripple effect on your success. When you’re a good buyer, it’s easier to staff tickets, meet tighter SLAs, and satisfy clients. If there&#8217;s one piece of advice I&#8217;d give to other companies, it would be this: strive to be the best buyer possible to attract the best techs.</span></p>
<p><span style="font-weight: 400;">Break-fix is 99% of our work on Field Nation. Most of our clients have sites all over the U.S. and in Canada. We support networking equipment like access points, cradle points, and switches. We also dabble in supporting security cameras and alarm panels and provide managed services for one of the largest logistics companies in the U.S. </span></p>
<p><span style="font-weight: 400;">Here are nine ways we draw in top-notch techs and consistently deliver quality client outcomes, especially when it comes to break-fix.</span></p>
<a name="1-craft-an-effective-work-order" class="fldn-table-of-contents-anchor"></a><h2 id="1-craft-an-effective-work-order"><span style="font-weight: 400;">1. Craft an effective work order</span></h2>
<p><span style="font-weight: 400;">Our work orders used to be somewhat wordy, but I’ve learned that clarity and conciseness are essential. This approach helps technicians understand exactly what’s expected without sifting through unnecessary information. </span></p>
<p><span style="font-weight: 400;">We never create a new work order from scratch. Instead, we use work order templates customized for each client. For example, the scope of a client project might change, but the check-in/check-out process is always the same. Using templates, you can fill out an address, type in the scope, and call it a day. Also, templates are a great backstop to make sure techs get the information they need for a project.</span></p>
<a name="2-optimize-pricing-strategies" class="fldn-table-of-contents-anchor"></a><h2 id="2-optimize-pricing-strategies"><span style="font-weight: 400;">2. Optimize pricing strategies</span></h2>
<p><span style="font-weight: 400;">We started our journey to optimize our approach on break-fix pricing when we landed a client with a four-hour SLA. Our pricing is tiered based on the urgency and complexity of the work. So the higher pricing on a quick-turn project is designed to attract a technician who can respond within the client’s timeframe.</span></p>
<p><span style="font-weight: 400;">We also have a client with a standard two-hour rate for each break-fix project. Whether a tech is on-site for five minutes or two hours, we charge the client for two hours. This ups the ante for the techs and makes them want to take the work.</span></p>
<p><span style="font-weight: 400;">Also, it’s important to realize when you need to increase your prices and when you need to have a pricing conversation with clients. Recently, due to increasing costs in gas, parts, and other expenses, we implemented our first price increase in four years. Keeping our pricing competitive helps us meet tighter SLAs and find better technicians. Given the rising costs of everything, clients recognize when a price increase is the right thing to do.</span></p>
<a name="3-trust-your-gut" class="fldn-table-of-contents-anchor"></a><h2 id="3-trust-your-gut"><span style="font-weight: 400;">3. Trust your gut</span></h2>
<p><span style="font-weight: 400;">When it comes to vetting, vibes matter. Vetting is about more than just qualifications. Over the years, I’ve noticed that what techs say on the phone can be a sign of their quality. You get a lot of insight from how technicians respond to your questions. Short responses are a red flag and may indicate a lack of engagement or expertise. On the other hand, when you find the right tech, you’ll have the feeling they know their stuff. </span></p>
<p><span style="font-weight: 400;">I also take into account things like whether techs confirm their work orders promptly. Little indicators like that go a long way.</span></p>
<a name="4-overcome-client-hurdles" class="fldn-table-of-contents-anchor"></a><h2 id="4-overcome-client-hurdles"><span style="font-weight: 400;">4. Overcome client hurdles</span></h2>
<p><span style="font-weight: 400;">In the rare case when we can’t fulfill a client need, it’s critical to maintain an open dialogue. We keep clients apprised of what we’re trying and the status of finding the tech they need. We try to offer our clients options, such as telling them when the next tech is available and can be on site. It’s important to always show clients you’re giving their work your best effort.</span></p>
<a name="5-optimize-project-check-in-and-check-out" class="fldn-table-of-contents-anchor"></a><h2 id="5-optimize-project-check-in-and-check-out"><span style="font-weight: 400;">5. Optimize project check-in and check-out</span></h2>
<p><span style="font-weight: 400;">One of the things we’ve worked really hard on is our check-in and check-out process. We make it easy for techs to check in on-site and start their work while making sure we have the information we need.</span></p>
<p><span style="font-weight: 400;">We have a dedicated phone line where techs do a checkout call. On the call, we verify that they submitted the right sign-off sheets, completed the scope of work, and uploaded all photos and deliverables. This step has saved us so many times. It protects us and the technician in case any issues arise with the client later on.</span></p>
<a name="6-offer-flexible-arrival-windows" class="fldn-table-of-contents-anchor"></a><h2 id="6-offer-flexible-arrival-windows"><span style="font-weight: 400;">6. Offer flexible arrival windows</span></h2>
<p><span style="font-weight: 400;">We avoid giving clients a specific start time, and instead give them time ranges (such as between 8:00 and 10:00 a.m.). That flexibility gives techs more options and prevents them from being late.</span></p>
<a name="7-speed-up-assignments-and-approvals" class="fldn-table-of-contents-anchor"></a><h2 id="7-speed-up-assignments-and-approvals"><span style="font-weight: 400;">7. Speed up assignments and approvals</span></h2>
<p><span style="font-weight: 400;">We&#8217;ve fine-tuned our process so that we approve jobs no more than three days after completion. A quick turnaround in approving assignments and processing payments shows techs they’re valued. And when they feel that respect, they&#8217;re more eager to jump on our next work order and deliver the quality our clients expect.</span></p>
<a name="8-maintain-accountability" class="fldn-table-of-contents-anchor"></a><h2 id="8-maintain-accountability"><span style="font-weight: 400;">8. Maintain accountability</span></h2>
<p><span style="font-weight: 400;">I’ve found that consistency cultivates mutual respect. Maintain good relationships with techs by holding them accountable to their commitments. Use penalties for late work, incomplete tasks, or failure to meet specified work order requirements. However, ensure these penalties are fair and clearly communicated from the outset. </span></p>
<a name="9-leverage-field-nation-resources" class="fldn-table-of-contents-anchor"></a><h2 id="9-leverage-field-nation-resources"><span style="font-weight: 400;">9. Leverage Field Nation resources</span></h2>
<p><span style="font-weight: 400;">We leverage Field Nation&#8217;s capabilities, like Talent Pools and GPS check-ins, in our daily operations. Regularly engaging with Jack Cushing, our dedicated Field Nation account representative, has been invaluable. His insights about the platform&#8217;s robust features have significantly contributed to our standing as a leading buyer, continuously improving our processes and outcomes.</span></p>
<p><span style="font-weight: 400;">If you&#8217;re considering Field Nation for break/fix work, you&#8217;ll be in great hands. Field Nation has helped us be a more successful and competitive business, and they can help you do the same.</span><span style="font-weight: 400;"><br />
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<p>The post <a href="https://fieldnation.com/resources/successfully-manage-break-fix">9 ways to successfully manage break-fix work on Field Nation</a> appeared first on <a href="https://fieldnation.com">Field Nation</a>.</p>
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