SOURCE: FieldSolutions

FieldSolutions

April 20, 2011 08:00 ET

FieldSolutions Launches "FS-PlusOne" Rewards Program

Program Is Unique in Applying a Rewards Program to 22,000 Independent Contract Workers

MINNEAPOLIS, MN--(Marketwire - Apr 20, 2011) - FieldSolutions, Inc. (http://www.fieldsolutions.com), which has one of the largest networks of field service technicians in the U.S. and Canada, launched its new "FS-PlusOne" program today to reward their independent contractors for providing quality service that consistently goes above and beyond customers' expectations. Although similar initiatives are commonplace with full-time employees and in other industries, the FieldSolutions program is unique in rewarding independent contractor field service providers.

FieldSolutions supplies field technicians to large technology manufacturers and service companies in North America through its network of more than 22,000 independent contractors. As an alternative to full-time staff, FieldSolutions' streamlined model dramatically lowers the cost of installing and servicing electronics and technology equipment for its customers.

FieldSolutions already has successfully implemented many strategies to provide quality service through its "direct-to-technician" approach, which gives clients direct access to independent field technicians via its web-enabled commerce engine. "We are leading a transformation of the technology field service industry with a new, dramatically reduced cost structure coupled with service quality strategies," said FieldSolutions EVP Marty Reader. "We're making industry leaders comfortable with a new service delivery model.

"The great thing about the new FS-PlusOne rewards program is that it builds on our quality focus beyond our clients' expectations. We reward independent technicians not only for doing the job as assigned or responding when asked, but for taking that extra step to provide great service," Reader said.

After enrolling in the FS-PlusOne rewards program, technicians earn points for every approved work order, superior client satisfaction ratings, on-time performance, etc. They also receive points for earning technical skill certifications from manufacturers, service clients and technology certifying agencies. Points are accumulated and used toward cash rewards.

"While this type of point system is used in sales, manufacturing and retail, we've never seen this applied to an independent contractor base," Reader said. "We believe this will motivate our technicians to provide exemplary customer service, and we're excited about rewarding them for top performance." He added that the success of this program will be measured through an existing customer satisfaction system that rates every service call.

At the completion of every service order, clients rate technicians on a scale of one to five; one score is based on whether they would recommend a technician, and another rates the quality of the technician's work. Technicians who receive consistently high ratings receive more work orders and can now be rewarded with the FS-PlusOne program.

FieldSolutions grew by over 49 percent in 2010, evidence that both its focus on quality and the direct-to-technician model are working and in demand. Reader attributes this increase to an expansion of services among existing clients, high client retention and the rapid addition of new clients. FieldSolutions is now running three times the volume of just three years ago, based on successful service quality performance and a breakthrough cost structure model.

FieldSolutions' clients utilize the equivalent of 250 full-time field technicians every week. FieldSolutions adds approximately 100 new independent contractors every week to its database, enabling the continued rapid growth of this business model.

About FieldSolutions, Inc.

FieldSolutions provides field technicians to large technology services companies in the U.S. and Canada through a network of more than 22,000 independent contractors. It offers comprehensive, low-cost services for global technology and service companies, including electronics manufacturers, resellers, and service providers. Committed to delivering high quality service, FieldSolutions has developed innovative programs to train, monitor and reward quality field service. FieldSolutions' independent technicians are geographically dispersed across the U.S. and Canada. For more information, visit www.fieldsolutions.com.

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