The Challenge

Maintain steady staffing levels throughout the year to meet break-fix and install buffer needs for the maintenance of POS & ATM’s across 6000+ stores all over the U.S.

The Approach

  • Formed a dedicated team of specialists to source, screen, and recruit Customer Engineers
  • Maintain trained and qualified engineers at all times to fulfill customer orders
  • Handled peak volumes of around 200 engineers and maintained 120 engineers throughout the year
  • Facilitated proactive recruitment throughout the year and improving resource availability
  • Utilized our in-house talent management software-Pinpoint to manage the entire lifecycle
  • Tracked entire process through ticketing system configured to specific customer
  • Dispatched qualified technicians for orders based on SLA for ticket.
  • Tracked productivity of engineers by measuring number of calls closed per day
  • Ordered, assigned assets to engineers by measuring number of calls closed per day
  • Ordered, assigned assets to engineers by measuring number of calls closed per day
  • Ordered, assigned assets to engineers and maintained inventory of assets on a regular basis

Accomplishments

  • Successfully recruited qualified engineers at all times
  • Met and at times exceeded customer SLA
  • Reduced cost for the consumer by ramping up and down according to ticket volumes
  • Service quality improved through proper training and streamlined hiring process
  • Won exclusive year over year business from the customer.

Are any of your processes turning into a challenge?
We might have a solution for you.