Case Study: Tandem (Australian workforce management firm) achieves dynamic workforce empowerment and reduced technician admin time with ServiceMax

Dynamically Empowering A Workforce That Delivers More than 4.7M Jobs a Year

Tandem is a Melbourne-based workforce management firm that aggregates nearly 6,000 subcontracted technicians and manages about 4.7 million client interactions a year across telecom, insurance, retail and entertainment. Their challenge was to give a dispersed, gig-style workforce a modern, asset‑centric tool that not only handled traditional field service functions (scheduling, dispatch, optimization) but also improved the customer experience and delivered consistent brand interactions across thousands of subcontractors.

Tandem implemented ServiceMax for its field-service core, asset focus and job-costing capabilities, and rolled out the ServiceMax Go mobile app so technicians can accept filtered job opportunities, access estimates, checklists and debriefs from their phones. The result: over 1,000 contractors using the app, roughly 20 minutes saved per ticket, reduced admin time, better workforce engagement, richer asset visibility for smarter decisions, and the ability to expand into new markets and revenue streams while scaling with the gig economy.

Tandem