About Tekumo
Tekumo is an intelligent service delivery platform that provides a solution for installing and maintaining technology systems and smart connected devices. The platform is designed for end-to-end field service delivery, combining technology with human elements to support on-demand and hybrid workforces.
Situation
Tekumo is an intelligent service delivery leader, dispatching thousands of technicians across the country to perform structured cabling and IT work. The company utilizes a mix of in-house technicians and field technicians sourced through third-party labor marketplaces. To maintain high service standards, Tekumo has to effectively track service delivery and proactively identify and address any issues. In addition, the company must meet tight service level agreements (SLAs) for customers, which requires meticulous attention to detail in both billing and paying technicians, to ensure accuracy and timely compensation.
Action
Centroid designed and implemented a comprehensive dispatching software solution for Tekumo that automated the deployment of thousands of technicians across the U.S. Centroid developed a sophisticated automated dispatching rules engine and workflow management system to streamline operations. Additionally, Centroid automated invoicing and billing processes with a custom invoicing rules engine. The solution included CI/CD pipelines that deployed to Kubernetes with every code push and ran automated end-to-end tests daily. Centroid also created mobile apps and a mobile portal for both technicians and third-party vendors and built a data warehouse and business intelligence platform to support data-driven decision-making and reporting.
Impact
Tekumo leveraged the innovative platform that Centroid built to enhance customer satisfaction, drive business growth, and gain a competitive edge. The platform helped contribute to Tekumo’s trajectory of growth, playing a role in helping Tekumo in their path towards becoming a publicly traded company. The tailor-made solutions enabled Tekumo streamline and automate technician deployment and introduce new and innovative service offerings while significantly reducing operating costs. Utilizing the new solutions, Tekumo was able to proactively identify and address upstream supply chain issues, thereby improving overall service delivery outcomes and ensuring a more efficient operation.