Case Study

Scaling Service Operations Amidst Disruption

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Our Services Use Cases present summary and analysis of a situational market scenario experienced by one or more of Source Support Services’ customers. Specific customer names and details have been removed for privacy.

The field services environment today is facing challenges of unprecedented proportions. End-user demands for service quality and performance continue to rise and services disruption has become a very real dilemma for many organizations. In 2020, we saw that many service organizations – especially those in medical technology, enterprise IT and industrial automation – have been forced to adapt to respond to challenges that would otherwise disrupt their normal processes and prevent them from scaling their business.

Amidst these pressures, end-user businesses have continued to operate, and technical product repair and maintenance services are as important as ever. For some of our customers, service demand has actually increased as new business contracts came surging in to install new medical equipment in support of global pandemic response and support ongoing operations in the financial, media, research, and business sectors.

For many, the question that emerged was this: how can I scale my service operations quickly to support immediate service demand increases, despite services disruption, and without breaking the bank?

In this Services Use Case we explore the disruption challenges many service organizations faced during this period. In many cases, service organizations that were able to successfully navigate through disruption and had the capabilities in place to not only maintain business operations through this period but also scale their business.

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