Client Story
Source Support improves efficiency to drive growth
Source Support provides outsourced technical product support, servicing global clients both on-site and virtually. With an expansive network of independent contractors, they turned to WorkMarket to help them centralize and scale their operations, allowing them to grow without adding more resources.
The Challenge
Source Support operates 24/7 in over 110 countries, using an expansive network of 12,000+ field engineers to resolve technical customer service issues. The company was held back by contractor management processes that were manual and cumbersome, hindering their ability to scale. They needed a solution to streamline work orders, centralize operations, and deliver faster payments.
The solution and results
Faster dispatch drives higher volume
WorkMarket expedited the dispatch of engineers by virtually eliminating the flurry of emails and phone calls needed to identify and assign a resource to a work order. After automating these manual tasks, the business was able to reduce their work order-to-dispatch time from 2 hours to just 10 minutes and, in doing so, increased capacity to take on more work.
"Now with full integration, we've realized a 91% reduction in the time per dispatch once the FE is secured.”
~ Cameron Truss, Business Manager
Retain workers with expedited payments
After partnering with WorkMarket, Source Support was able to offer its contractors expedited payment. Completed jobs were directed to an approver who could instantly process payment. The faster pay was well received by their contractor workforce, yielding a 99.5% field engineer satisfaction rating.
“…we are able to invoice tickets on a regular schedule and pay through the WorkMarket portal, giving [Finance] more time to work on other projects.”
~ Cameron Truss, Business Manager
Centralize operations with integrations
Source Support tapped into WorkMarket's robust integration capabilities to centralize the management of work orders. WorkMarket receives assignment details from Source Support's servicing platform and relays updates back, so that the operations team only needs to interface with one single system for all client and case data. This has allowed the support team to focus more energy on the customer experience.
“By integrating [our servicing platform] with WorkMarket, we’ve reduced the time to dispatch … and streamlined our finance process for invoicing tickets.”
~ Cameron Truss, Business Manager
Why WorkMarket
When you partner with us, we’ll enable you to better manage your independent contractors and unlock new possibilities for your business.
Attract top-tier talent
A great onboarding and payment experience for workers
Meet customer demand
Quickly identify the right workers for the right jobs
Scale your business fast
Talent base grows — not administrative burden
Improve compliance
Efficiently verify and track your business requirements
Gain visibility into your workforce
Real-time analytics on contractor spend and usage
Reduce cost, drive profitability
Automated processes save time and money
Two-minute overview
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Interactive demo
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