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CASE STUDIES

 Performance Reviews

   

   Choose a case study category 

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POS Terminal Swap/Upgrade Project

Year: 2018/19

Vertical: Retail

Duration: 3 MonthsLocation: 3 States - 100+ Restaurants 

# of F2 Resources: 22

Pricing Model: Per Site

Success Rate: 100%

KPI: No disruption of operations was the KPI of this project, while finishing under estimated budget. 

 

Details: Swapped out POS Terminals and upgraded software from customer command center.  Teams worked in

 

tandem with customer on site managers to insure there was no disruption of service or loss of revenue for each

 

restaurant.

Self Check Out Kiosk De-Install Project

Year: 2016/17

Vertical: Retail

Duration: 9 Months

Location: 40+ States - 600+ Locations

# of F2 Resources: 300+

Pricing Model: Per Deinstalled Kiosk / On Site Fee / Travel if needed 

Success Rate: 100%

KPI: Overnight project where no disruption of operations was the primary KPI of this project, while finishing under estimated budget.  

 

Details: De-Installed Self Check Out Kiosks across the United States  - multi lane kiosks de-installed overnight, while

 

still maintaining the store operations schedule. Prepared Site for new Installation.  Teams worked in tandem with

 

customer on site managers while having a lead F2OnSite engineer onsite for coordination.  Travel teams

 

conducted rural installations in dozens of locations

POS Terminal Swap

Year: 2019

Vertical: Fast Food Restaurants 

Duration: 5 Months

Location: 3 States - 500+ Restaurants 

# of F2 Resources: 100+

Pricing Model: Per Site

Success Rate: 96.5%

KPI: Complete all terminal swaps within four (4) hours onsite during non-peak hours without disruption of customer service, and with minimal reduction in sales volume.

 

Details: Swapped out POS Terminals in over 500 fast food restaurants across the United States - Performed full project

 

management with deliverables collection and verification of all successfully completed tasks.

Self Check Out Kiosk Installation Project

Year: 2017/18

Vertical: Retail

Duration: 14 Months

Location: 40+ States - 600+ Locations

# of F2 Resources: 300+

Pricing Model: Per Terminal / On Site Fee / Travel if needed 

Success Rate: 100%

KPI: Overnight project where no disruption of operations was the primary KPI of this project, while finishing under estimated budget.  KPI also included successful network integration and overall time on site average. 

 

Details: Installed Self Check Out Kiosks across the United States  - multiple lane kiosk installed overnight, while still

 

maintaining the store operations schedule.  Teams worked in tandem with customer on site managers while having a

 

lead F2OnSite engineer onsite for coordination.  Travel teams conducted rural installations in dozens of locations

POS De-stall and packaging

Year: 2017

Vertical: Casual Restaurants 

Duration:4 Weeks

Location: 2 States - 54  Restaurants 

# of F2 Resources: 15

Pricing Model: Per Hour

Success Rate: 100%

KPI: Complete tasks within two hours per site

 

Details: De-Installed old POS units, or located previously deinstalled units, packed units and shipped back to OEM for re-furbishing. 

POS On-Going Service and Support

Year: 2016 to Present

Vertical: Various retail locations

Duration: Ongoing

Location: Texas 

# of F2 Resources: Varied according to call volume

Pricing Model: Per Service Call

Success Rate: 94.6%

KPI: Meet SLA metrics

 

Details: Completed 4-hour or SDS or NDS according to OEM customer requirements.  Basic service calls with minimal

 

troubleshooting, replacement of hardware when warranted. 

Network Server Cabling Project

Year: Ongoing 

Vertical: Multiple

Duration: Ongoing 

Location: Nationwide   

# of F2 Resources: Varies

Pricing Model: Per Hour

Success Rate: NA

KPI: Meet customer needs, KPIs vary due to different goals or requirements of customer locations.  Primary KPI is to be on-time and complete tasks without interruption to customer location or business. 

 

Details: Ongoing service calls for cabling needs. No build outs or new construction.  

Cabling Extension / Replacement Project

Year: 2018

Vertical: Data Storage Facility

Duration: 1 month

Location: Dallas TX  

# of F2 Resources: 5

Pricing Model: Per Hour

Success Rate: TBD

KPI: Customer established metrics for project to be completed successfully within five days.  KPI met. 

 

Details: Replaced and extended main and secondary cables within a data storage environment.  Project included

 

testing of new cables, identifying faulty cables and insuring all cables were operational according to customer

 

standards.   

Data Center Suite Support

Year: 2017 to Present

Vertical: Data Storage Facilities

Duration: Ongoing 

Location: Nationwide 

# of F2 Resources: 13+

Pricing Model: Per Hour / On Call

Success Rate: 100% SLA 

KPI: Customer established metrics for response times and successful completion of events. 

 

Details: Provide on-call services at 13 US Data Centers - cages include networking, security, and storage equipment. 

 

Duties include rack, stack and un-rack; IP address changes, device deployments/moves, decommissions, HW removal,

 

HW mods and replacements.  

Access Point Installation Project

Year: 2018 /19

Vertical: Commercial Real Estate

Duration: 3 months

Location: Texas

# of F2 Resources: 15+

Pricing Model: Per Hour

Success Rate: 100%

KPI: Customer established metrics for project to be completed successfully by conducting testing of equipment within five days of install. 

 

Details: Installed hundreds of access points in new construction, or re-modeled construction, in various commercial

 

buildings across Texas.  

Training Room Server Install / Survey

Year: 2019

Vertical: Retail

Duration: 6 months

Location: Northeast U.S.  

# of F2 Resources: 10+

Pricing Model: Per Hour (4 hour minimum)

Success Rate: 95%+

KPI: Initial site survey completion then deliverables included step by step process in coordination with customer command center.  KPI met. 

 

Details: 110 Store locations in the NE, installed "Back of House" (BOH) server and 1 POS terminal with peripherals,

 

cash drawer and receipt printer with bar code scanner for training purposes. 

Warranty Break-Fix Service

Year: 2010 to Present

Vertical: Multiple

Duration: Ongoing 

Location: Nationwide   

# of F2 Resources: 200+

Pricing Model: Per Service Call 

Success Rate: 97.3% (2018)

KPI: Meet strict SLA of SBD or NBD service as outlined and required by customers.  SLA's are changed and modified often, so KPI's are consistently changing to meet the market needs.  

 

Details: 4,000  to 6,000 weekly ongoing service calls for multiple computer and printer OEMs, which primarily include

 

products under warranty or under maintenance contract.  Responsible for parts pickup, delivery and installation for

 

customers across all vertical markets.  

Windows 10 Migration/PC Refresh Project

Year: 2018/19

Vertical: Healthcare

Duration: 12+ Months

Location: 5 States

# of F2 Resources: 52

Pricing Model: Hourly 

Success Rate: 99.2%

KPI: Complete migration within guidelines set by customer, including downtime less than two hours per user. Keep costs under "X" per unit. Failure rate (re-do) under 5%

 

Details: Windows 10 Migration of over 10,000 Laptops and PCs, migrating all data after WIN 10 installation.Full project management during delivery, including scheduling and communication with customer delivery team.  Awarded ongoing support service after the project due to success of the data migration. 

Printer Replacement Upgrade

Year: 2016/17

Vertical: Banking

Duration: 3 Months

Location: 7 States 

# of F2 Resources: 155

Pricing Model: Per Unit plus Travel if needed

Success Rate: 98%

KPI: Perform duties in non-banking hours with a success rate of over 90% site completed in one visit 

 

Details: Replaced and set up networking capabilities of over 3,376 Printers in 500+ retail banking locations over 12 weeks.  

Nationwide Server Hard Drive Upgrade

Year: 2017

Vertical: National Pharmacy Chain

Duration: 6 months

Location: Nationwide  

# of F2 Resources: 100+

Pricing Model: Per Location with minimum 

Success Rate: Unavailable 

KPI: Customer established metrics centered around deliverables and time on site.  KPI met. 

 

Details: Replaced Server Hard drives in more than 2,000 pharmacies during a 'lock in' after business hours.  

OEM Re-Work Laptops

Year: 2018

Vertical: OEM - Federal Account

Duration: 6 months

Location: Ohio 

# of F2 Resources: 4

Pricing Model: Per Hour

Success Rate: 100%

KPI: After replacement, all equipment was to be working correctly with a zero failure rate.  

 

Details: Replaced defective components in more than 500 laptops at a US Military site as directed by the OEM.

Site Survey

Year: 2019

Vertical: Retail Locations

Duration: 3 months

Location: Southwest United States

# of F2 Resources: 25+

Pricing Model: Per Site 

Success Rate: 97%

KPI: Customer established metrics for project to be completed successfully with completed site survey submitted with appropriate photos and details.  KPI met. 

 

Details: Personnel  completed site surveys at over 300 retail locations in the southwest, including cataloging equipment,

 

providing photographs, identifying obstacles for a replacement project and building the equipment replacement plan.   

Site Collection and Inventory

Year: 2019

Vertical: Retail Locations

Duration: 6 Weeks

Location: Nationwide

# of F2 Resources: 65+

Pricing Model: Per Site 

Success Rate: 99.1%

KPI: Site completed on time with all deliverables submitted. 

 

Details: Personnel  completed inventory and data collection for 26 large locations.  Detailed data collection,

 

documentation and reporting of all devices on location was cataloged.  (Printers Scanners and Fax Machines) 

Project Delivery - Desktop Support (Ongoing)

Year: 2017 to Present

Vertical: Healthcare

Duration: Ongoing

Location: Nationwide

# of F2 Resources: 80+

Pricing Model: Per Hour

Success Rate: TBD

KPI: Customer satisfaction ratings above 9+. Keep turnover less than 15%

 

Details: F2 provides desktop and deskside support resources  for a multi hospital healthcare organization - maintaining

 

a high quality of customer experience in both the managerial and the user experience.  

LCD Deployment and Set up

Year: 2015/16

Vertical: Hotel

Duration: 1 Year

Location: Nationwide

# of F2 Resources: 25+

Pricing Model: Per Unit

Success Rate: 100%

KPI: Customer established KPI for time on site, and arrival time. 

 

Details: Replaced over 20,000 components for LCD TVs for an OEM at more than 1200 hotel locations over the course

 

of one year.    

PC Deployment

Year: 2018

Vertical: Banking

Duration: 3 months

Location: East Coast

# of F2 Resources: 50+

Pricing Model: Per Hour with Per Site fee

Success Rate: 95%+

KPI: Customer established metrics for on time arrival and completed tasks within set hourly guidelines

 

Details: East Coast bank refresh project to install new computer equipment at over 730 locations from Maine to

 

Washington DC.    

Deployment - Routers

Year: 2017

Vertical: Fast Food 

Duration: 6 months

Location: California

# of F2 Resources: 22

Pricing Model: Per Hour

Success Rate: 100%

KPI: Customer established metrics for reliability of the installed routers post-install.  KPI met 

 

Details: Deployed and installed routers at a nationwide fast food chain, to correspond with kiosk ordering.   

 

 

 

Printer Installation

Year: 2019

Vertical: Pharmacy

Duration: 2 months

Location: Nationwide

# of F2 Resources: 50+

Pricing Model: Per Site

Success Rate: 100%

KPI: Customer established metrics for successful on time performance, without overtime and 100% printer return

Details: PROJECT WAS FAILING - F2 originally lost the bid for the installation project to a competitor due to price.  Customer contacted F2OnSite to take over the project at the end of Week 1.  The incumbent supplier had missed SLA's over 20% of the time.  The project was put on hold for one week, then re-started with F2 as the only vendor partner performing service.  F2 maintained a 100% success rate, finished the project on time even with the week delay.   

Desktop Support - Outsource Project

Year: 2019

Vertical: Hospital Chain 

Duration: 18 months

Location: East Coast

# of F2 Resources: 38

Pricing Model: Per Hour - Long term

Success Rate: 100%

KPI: Customer needed long term staff augmentation for desktop support in a hospital setting.  Turnover of employees was set at a maximum of 15% per year.

Details:  Customer utilized their internal staff for sourcing and staffing 38 desktop support positions in an outsourced desktop support project.  Two weeks before launch, customers recruiting team had only filled 13 of the 38.  F2 was asked to support the customer by filling the remaining 25 positions within ten days.  F2 was able to provide 22 of the 25, while the customer internal recruiting staff provided 3 additional resources.  

Self Check Out - Kiosk Install

Year: 2017 - 2018

Vertical: Big Box Retailer

Duration: 15 months

Location: Nationwide

# of F2 Resources: 100+

Pricing Model: Per Site / Per Kiosk

Success Rate: 96.3%

KPI: On time arrival.  On time completion.  Less than 5% failure site rate.

Details:  Customer had awarded F2 half the project, along side another partner/vendor. In month 3, F2 began assuming more sites from the competitor due to failure rates, no-show techs and poor feedback from the customer.  By month 6, F2 had taken over all the remaining sites from the competitor and completed the project.  F2 met all KPI criteria and won the next project without a second vendor.