Results at a Glance
11,000+
installations
97%
first-time success rate
Challenge
The client was tasked with installing Wi-Fi systems for a major telecommunications provider across 27,000 McDonald’s locations worldwide. Each installation had to be completed overnight within a five-hour window, ensuring every site was fully operational by morning. The challenge required flawless coordination, scalable resources, and real-time execution across multiple time zones.
Approach
- Assessment & Strategy: Conducted an in-depth consultation with the client to design a nationwide sourcing and scheduling strategy capable of handling time-zone complexities and overnight installations.
- Network Development: Designed and built a service desk model supported by a newly formed network of independent technicians, allowing rapid deployment and flexibility without reliance on full-time staff.
- Process & System Creation: From August through December 2007, developed a custom technician management system for scheduling, ticketing, and reporting — transforming a previously paper-based operation into a scalable digital workflow that ensured accuracy and accountability.
- Launch & Execution: Officially launched FlexTek (then FlexTek Resources) in March 2008 to manage nationwide coordination. Oversaw rollout operations across the U.S., followed by expansion into Canada, South America, and Mexico, providing end-to-end oversight of technician logistics, scheduling, and performance metrics.
Outcome
- Operational Excellence: Completed 11,000+ installations with a 97% first-time success rate, meeting all overnight service deadlines.
- Global Expansion: Grew FlexTek’s independent network to 4,800+ skilled professionals across North and South America.
- Strategic Growth: The project became the foundation for FlexTek’s long-term model, establishing its reputation as a leader in building large-scale, on-demand technical workforces.
- Enduring Partnerships: The success led to multiple follow-on projects with this customer, including fully outsourced technician hiring programs for their global telecommunication & networking customers, sustaining a trusted client relationship for over six years.
