Artificial Intelligence is transforming the IT channel, not just in how technology is deployed, but in how services are delivered. As channel partners face increasing pressure to be faster, leaner, and more customer-focused, the traditional field service model is giving way to something smarter: on-demand, gig-enabled, AI-enhanced service delivery.
At the heart of this transformation is Empowered, whose myOrderWork platform intelligently or dynamically connects channel partners to a vetted workforce across the UK and internationally. With AI now embedded into every layer of service orchestration, Empowered is enabling the channel to deliver field services that are agile, intelligent, and scalable, with its proprietary tech platform to deliver unrivalled cost efficiency and sustainability credentials, whilst ramping up the right first time dial and materially shifting positive customer NPS rankings.
AI’s Impact on On-Demand Field Services
- Intelligent Job Matching
AI algorithms within myOrderWork match jobs to our vetted, trained and certified engineers based on location, skillset, relevant experience, equipment/tools needed, availability, and performance history, improving first-time fix rates, reducing service delays and aligning to sustainability targets.
- Dynamic Scheduling & Dispatch
Real-time optimisation ensures the right engineer is dispatched at the right time, fully appraised of the task requirements with minimal travel and maximum efficiency, who provides live updates, supporting both SLA performance and ESG goals.
- Remote Diagnostics & Virtual Support
AI-powered tools enable pre-visit diagnostics and remote resolution, reducing unnecessary site visits and empowering engineers with actionable insights before they arrive.
- Automated Reporting & Compliance
Engineers complete jobs with AI-assisted reporting, ensuring consistency, accuracy, and compliance, capturing all relevant information all seamlessly integrated into partner systems via myOrderWork and exception managed by the OrderWork service overwatch team.
- Scalable Workforce Enablement
AI allows Empowered to support thousands of jobs per month without linear headcount growth, scaling service delivery while maintaining quality and control.
Empowered’s Role in Supporting the IT Channel
Empowered isn’t just adapting to AI, it’s enabling the IT channel to evolve with it. Through the myOrderWork platform, channel partners gain access to:
- Flexible, On-Demand Field Services
Partners can scale up or down instantly, with full visibility and control: no fixed contracts or permanent headcount required.
- Approved Gig Economy Workforce
Every engineer is vetted, qualified, trained, certified and performance-tracked, ensuring reliability and professionalism across every engagement.
- AI-Enhanced Service Intelligence
Partners benefit from predictive analytics, performance dashboards, and automated workflows, turning service delivery into a strategic advantage.
- ESG-Aligned Operations
Reduced travel, efficient scheduling, and remote resolution all contribute to lower carbon impact and more sustainable service models.
Darren Liles, Founder & Co-CEO, Empowered commented:
“Our propietary platform, myOrderWork, has always focused on helping partners deliver more with less friction, greater intelligence, and agility. Today, AI is the cornerstone of that mission, driving a platform that reinvents service delivery with speed, scale, and strategic insight. As an adaptive, end-to-end service platform, myOrderWork uses AI to match, schedule, and manage complex work orders across digital and physical environments. By learning continuously and automating decisions, it ensures right-first-time delivery, real-time adjustments, and seamless scaling, making field service smarter, more agile, and future-ready.”
How AI is Impacting Partners’ Business Models
AI is not only transforming service delivery; it’s reshaping how channel partners operate and grow. Empowered is helping partners evolve from traditional service models to intelligent, insight-led engagement strategies:
- From Reactive to Proactive
AI-driven insights allow partners to anticipate customer needs and offer predictive service models.
- Scalable Expertise
AI empowers smaller teams to deliver highly scalable solutions that can expand or contract quickly, based on live demand with no underutilised overhead or headcount, enabling partners to expand without increasing overhead.
- Enhanced Collaboration
Real-time data and AI tools facilitate seamless collaboration between partners and Empowered on complex deployments and support scenarios.
- New Revenue Streams
AI-enabled diagnostics, analytics, and automation bring new commercial opportunities, from performance monitoring to compliance services.
- Sustainability & Efficiency
AI helps partners align with ESG goals through smarter logistics and reduced carbon impact.
Partner With Us to Shape the Future of IT Services
If you’re a channel partner looking to evolve your service model, drive efficiency, and unlock new value through AI, Empowered is ready to support you.
Contact us at [email protected] to explore a demo, discuss integration, or learn how AI-enhanced field services can help you scale smarter.
