A single source of truth for every technician and ticket—Braeriach’s success story
Braeriach operates field services for enterprise and public sector clients globally. By centralizing operations with Fieldcode, the company unlocked real-time visibility across every job and engineer, accelerated dispatch decisions, improved SLA performance, and cut admin time by 30%—all while delivering a more responsive, data-driven service experience.
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About Braeriach
Braeriach provides on-site IT infrastructure support to enterprise and public sector clients across the UK—including endpoint management, networking, server maintenance, and cloud migration.
| Company | Braeriach |
| Industry | IT infrastructure and field engineering |
| Size | Global mixed service delivery network of owned teams and external partners |
| Headquarters | Glasgow, Scotland |
| Website | www.breiriach.com |
The challenge: limited visibility across a growing field operation
As Braeriach expanded its client base and service footprint, managing both in-house engineers and third-party service providers became complex. With field coordination split across multiple systems, the team lacked real-time visibility into technician availability, job status, and SLA risks. External engineers often worked with their own forms and processes, making standardization and oversight even more difficult. This created bottlenecks in dispatching, compliance tracking, and client communication—ultimately affecting service consistency.
The solution: Fieldcode as a centralized field service platform
By implementing Fieldcode FSM, Braeriach brought all field operations—internal and external—into one streamlined environment.
Key improvements
Live job tracking
Dispatchers and managers monitor real-time technician activity across all job types
Automated dispatching
Jobs are assigned based on location, availability, engineer efficiency and skill set
Technician mobile app
Engineers log updates, capture compliance data, and collect signatures on-site
Unified workflows
Partners follow the same process and standards as in-house teams
Custom dashboards
SLA status, overdue tasks, and performance KPIs are visible at a glance
Customer notifications
Clients are automatically updated at key service milestones
Key business results from using Fieldcode for Braeriach’s IT service operations
First-time fix rate
+25% improvement by aligning tasks with skills and availability
Administrative workload
–30% through digital reporting and job closure
Travel and idle time
–20% via optimized routing and resource allocation
SLA performance
Improved with proactive alerts and job tracking
Customer satisfaction
Boosted through real-time communication and self-service options
Listed in Gartner’s Market Guide for Field Service Management Software for two consecutive years
Why visibility matters in IT field service
In high-volume IT support environments, missed updates or delayed handovers can lead to SLA breaches and client dissatisfaction. Fieldcode helps organizations like Braeriach eliminate those gaps by providing:
A single system for scheduling, tracking, and reporting
Real-time data for operational decision-making
Unified workflows across internal and partner teams
Automation that reduces manual admin and human error
Features that powered Braeriach’s transformation
Smart dispatching with geo-based assignment logic
Mobile technician app with offline capabilities
Customized workflows for internal staff and subcontractors
SLA monitoring and real-time exception alerts
Custom dashboards tailored to key service KPIs
Automated email and SMS updates for clients
Want to gain full control of your field service operations?
Fieldcode helps IT service providers like Braeriach streamline coordination, increase visibility, and reduce admin time—without increasing overhead.
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