Dispatch and
field services
that hold up
at volume.
One service desk, one vetted engineer network, one escalation path. You raise the request. We close it out.
For retailers and enterprises with many sites and daily requests.
You set the outcome. We own it.
Talent Solutions
You direct the work. Priced by the hour.
Managed Services
You set the outcome. We own the result. Priced on the service.
Four ways we take the scope.
One accountable partner behind all of them.
Field and dispatch services
One desk, one engineer network, one owner.
Single intake, vetted engineers, tracked to a signed-off visit.
Managed crews and site services
Your site, our crew, our supervision.
We recruit, credential and supervise the crew against your work package.
Managed customer experience
Your queue, our team, your service levels.
Tier one and tier two support run end to end against your targets.
Managed delivery programs
We take the scope. We own the outcome.
Delivery to a statement of work, with named leads and service levels that carry consequences.
How dispatch runs.
Built for sites that raise requests every day, where a missed visit means a store or a floor cannot trade.
- Intake24/7 mailbox
- Acknowledge1 hour
- Assign4 hours
- Remind24 hours before
- Arrive15 minutes early
- UpdateLive
- CompleteEnd of Visit Report
- Verify24 hours, then billed
Show the detail
- 01Intake
Requests arrive at a dedicated mailbox, monitored around the clock.
- 02Acknowledgement
Confirmed back to you within 1 hour, with the request logged and owned.
- 03Assignment
An engineer confirmed within 4 hours, matched on location, skills and availability.
- 04Pre-visit reminder
Sent 24 hours before the visit, to the engineer and to the site.
- 05Arrival
On site 15 minutes early. Any late change gets a call and an email straight away, with a contingency arranged.
- 06Live updates
Progress posted in a shared channel in the collaboration tool you already use.
- 07Completion
An End of Visit Report goes to whoever raised the request.
- 08Verification and billing
24 hours to flag a discrepancy, then the visit is approved and logged to the billing report.
Indicative targets. Confirmed against your sites before anything goes into the statement of work.
See all service levels
| Stage | Indicative target |
|---|---|
| Acknowledgement of a request | Within 1 hour |
| Engineer assignment | Within 4 hours of acknowledgement |
| Priority on-site attendance | Next business day |
| Standard on-site attendance | Within 48 hours |
| Pre-visit reminder | 24 hours before the visit |
| Engineer arrival on site | 15 minutes early |
| Window to flag a discrepancy | 24 hours |
- L1Service Desk
- L2Dispatch Supervisor
- L3Program Manager
- L4Senior Leadership
- L5Executive Sponsor
Named people with direct contacts from day one.
Escalation detail
- L1Service Desk
First contact and day-to-day ownership of the request.
- L2Dispatch Supervisor
Picks up anything the desk cannot resolve inside the agreed window, including reassignment.
- L3Program Manager
Owns the account end to end: scope, service levels and anything that needs a decision across sites.
- L4Senior Leadership
Engaged where a pattern rather than an incident needs addressing.
- L5Executive Sponsor
The commercial owner of the relationship, named at contract.
What we dispatch
Hardware repair that could affect a manufacturer warranty is not ours to perform. That work goes to the OEM or to your own hardware partner, and our engineer coordinates around it rather than opening the device.
How we look after engineers
Built to flex
Every program runs on the same standard core, which is what makes the service levels above mean anything. Around that core we flex to how you actually work: custom ticket submission forms that capture what your own teams need captured, and custom End of Visit or Service Visit reports in the format your reporting already expects.
See this running on a live account.
View the case studyFrom signature to first dispatch.
What happens in each stage
Stage 01: Discovery and site scoping
We walk the estate on paper: every site, its priority level, its access rules and who raises a request there. Volume and seasonality go in here too, since both drive the engineer footprint.
Stage 02: Service design
Service levels confirmed against those sites rather than assumed, intake and reporting formats agreed, escalation contacts named on both sides, and the billing and verification cycle set.
Stage 03: Engineer onboarding and credentialing
The network is built against the site register: skills matched, credentials and certifications verified, background and site access cleared, and your own induction completed where a site requires it.
Stage 04: Go-live and governance cadence
The desk opens, the shared channel goes live, and the reporting rhythm starts: a weekly operational review in the first month, then the cadence you want it on.
Bring us the estate.
We will tell you what we can hold to.
Send the site list and the priority levels. We will tell you what we can commit to and what it costs.