Half a million customers, 96% on-time arrivals

Midco replaced its end-of-life platform with Zinier FSM, achieving precise 15-minute scheduling across rural and urban territories, reducing technician churn, and maintaining its 96% on-time rate.

Midco (Midcontinent Communications) is a leading broadband and telecommunications provider headquartered in Sioux Falls, South Dakota. The company serves customers across the Upper Midwest, offering high-speed domestic fiber and cable internet, TV, phone and Wi-Fi services, alongside networking, data center, security and cloud services for business.

Results at a glance

On-time arrival rate

96%

maintained post-deployment

Arrival windows

15-min

Midco's Customer Commitment

Customers served

500k

across 400+ communities

Field technicians

700+

managed on a single platform

Without Zinier

A legacy FSM that could no longer keep the customer promise.

Midco's legacy FSM was being sunset after nearly two decades. With 700+ technicians serving 500,000 customers across 400 communities, including vast rural areas, replacing the platform without disrupting operations was critical.

Legacy platform being sunset, forcing a time-sensitive, high-stakes migration

15-minute customer arrival slots in rural areas with technicians covering vast distances

Single technician covering multiple towns, suboptimal routing creating significant disruption

Real-time visibility into technician status and workload essential but lacking

Previous system couldn't evolve with Midco's future product roadmap or workforce needs

With Zinier

Automated scheduling. Real-time routing. A roadmap for the future.

Zinier FSM delivered advanced scheduling and routing that enabled Midco to maintain 15-minute arrival slots even in remote rural areas, improve technician satisfaction, reduce churn and continue optimizing performance against KPIs.

15-minute scheduling slots achieved across all territories, including remote rural areas

Advanced routing that accurately predicts arrival times and adjusts schedules in real time

96% on-time arrival rate maintained year-over-year post-implementation

Single-pane-of-glass interface improving technician job satisfaction and engagement

Reduced administrative burden for dispatchers through automated scheduling workflows

“Zinier was very diligent and patient throughout the process, which led to a great team member and customer experience.”

Steve Mattern

VP Field Operations

Midco branded service truck parked by a roadside with a safety cone.

What’s next?

Building on the foundation.

Named America's Best Mid-Sized Employer by Forbes for three consecutive years, Midco's investment in field service technology is inseparable from their investment in their people. With 87% of team members reporting strong collaboration with their direct leaders, the bar is high. Zinier FSM helps them clear it.