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.

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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.

Faster Dispatching

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

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Fast, Easy Pay

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

WorkMarket interface showing payment preferences in desktop and mobile screens
Seamless Integration

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

Diagram illustrating that WorkMarket-s open API connects with ERP-s, CRM-s and Recruiting Tools gray
WorkMarket at Work

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

Two-minute overview

See how to automate workflows, from onboarding to paying your contractors.

Interactive demo

Interactive demo

Click through our self-guided demo to see how you can manage and pay contractors with ease.

Contact us today

Contact us today

Learn how our independent contractor management system can be customized for your needs.