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Case Study

Is Workforce Strategy Key To

Optimizing Tech Equipment Operations?

A well-planned workforce strategy can be the cornerstone of efficient tech equipment operations, helping organizations maintain performance while controlling costs.

  • Business Process Outsourcing
  • Total Talent Management
  • Recruitment Process Outsourcing

  • IS Accelerator

Key
Results

0%
Increase in service network availability to customers
0%
SLA compliance
0
Team members for a full operations team were built in less than 6 months
0%
Call acceptance rate

Summary

Recognized for its excellence in sourcing technical talent and reimagining workforce programs, IntelliSource was brought in by internal champions to design and execute a fully outsourced and end-to-end preventative maintenance solution. The program was tailored to deliver rapid impact without increasing the company’s full-time headcount. IntelliSource rapidly deployed a fully managed team, alleviating pressure on senior FSEs and restoring SLA compliance. The client gained a scalable, cost-effective solution that preserved service quality and supported long-term growth.

Industry

Bio Science / Technology

Challenge

A global biological science and laboratory company faced mounting pressure to meet Service Level Agreements (SLAs) for preventative maintenance on its proprietary, high-end equipment across a national customer base. Senior Field Engineers were consumed with complex diagnostics and advanced troubleshooting, leaving routine service requests delayed. Budget constraints ruled out expanding the internal team, creating a critical service gap that risked customer satisfaction and operational efficiency.

Impact

Largest provider of Field Service Engineers to our partner.

Approach

Strategic Intake & Planning

Collaborating with stakeholders to align role requirements with long-term sustainability objectives.

Technical Screening

Conducting in-depth evaluations to assess both technical skillsets and cultural alignment with the client’s mission-driven culture.

Assessment Coordination & Review

Managing the scheduling and administration of real-time coding and technical assessments to qualify top talent efficiently.

Onboarding Management

Delivering a smooth transition from offer acceptance to day-one readiness is crucial for maintaining momentum in this high-impact division.

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