The playbook for IT leaders

    Scaling IT Operations Playbook

    How to support 2,500 employees with 2 people, automate your manual tasks for scale, and manage equipment with one person.

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    Our customers

    Trusted by IT leaders at the world's most innovative companies

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    Superhuman IT leader on how Firstbase helps scale across multiple locations

    New Relic went from manual, to zero-touch IT ops mastery

    • Scaling broke the manual model — manual provisioning can just barely work when your team is small and local, but once headcount grows and teams spread globally, an in-house model collapses under the weight.
    • More devices, fewer hands — provisioning, imaging, shipping, tracking, returning, repeat: "We were spending entire days imaging laptops, creating accounts, coordinating with FedEx."
    • International expansion made it worse — global growth introduces customs headaches, regional compliance laws, and local vendor gaps that in-house IT can't hire around in every country.
    • Security and compliance risk — "We needed every device to come back clean, certified, and accounted for, with no gaps." Without tight lifecycle control, risk becomes exponential, and so does liability.

    Why this matters now

    Without Firstbase, we wouldn't have been able to scale while reducing our IT team. They've become a strategic lever for New Relic.

    Thomas Olsen, IT Program Manager @ New Relic

    Read the full story: New Relic shares their strategy for success at scale.

    Testimonials

    See what customers say about Firstbase

    "Now that I only have one procurement specialist who's managing all of our equipment across the globe – which is, in essence, around 4000 laptops – it's very difficult for us to maintain the same level of success without having a managed partner like Firstbase helping us facilitate that."
    Thomas Olsen
    Thomas Olsen
    Manager, IT Program Management, New Relic
    Read the case study

    Frequently Asked Questions

    Yes, Firstbase is equipped to handle global operations, including remote countries. While our capabilities are more robust in more established regions, we are constantly expanding our geographic coverage. We also provide detailed guidance on navigating local regulations, import/export laws, and the best strategies for IT logistics in more challenging regions. For countries where we have limited on-the-ground resources, we leverage a network of trusted partners to ensure seamless service delivery. Please note operations and marketing communications may lag, and there might be other countries not yet listed on the site. Best bet is to talk to sales!

    Firstbase is committed to exceptional reliability and performance, consistently meeting or exceeding our service level offerings. We maintain a 99%+ success rate in meeting delivery timelines, ensuring employees receive their devices on time. Our customers say it's the best part about us.

    Yes, Firstbase has consistently achieved a 97% retrieval success rate. This high success rate is due to our automated processes and robust logistics network that ensures devices are recovered efficiently, even from remote employees. We also offer a user-friendly return process that encourages timely returns and minimizes the risk of lost or unreturned devices. Our team continuously monitors and optimizes the retrieval process to maintain this high standard.

    Yes! When you partner with Firstbase, you're not just getting a platform — you're getting a dedicated team to ensure a seamless experience. Every customer is assigned a Customer Success Manager (CSM) who serves as your main point of contact, guiding you through onboarding, optimizing your workflows, and proactively addressing any challenges. Additionally, if needed, you'll have a dedicated buyer who handles procurement, ensuring you get the right devices at the best prices, with availability that matches your needs.

    Integration with Firstbase is designed to be straightforward and secure. Our platform integrates seamlessly with over 20+ HRIS, ITSM, SSO, and MDM systems, including popular solutions like Workday, Okta, and ServiceNow. We provide comprehensive support throughout the setup process, ensuring that your existing systems sync efficiently with Firstbase. Our goal is to minimize disruption and help you automate workflows quickly and effectively.

    Jira Service Desk and ServiceNow are great for tracking IT tickets and managing assets on a system level, but they don't handle the physical logistics of getting devices to and from employees. That's where Firstbase comes in. Firstbase complements these tools by taking care of everything outside the software — ordering, shipping, retrieving, repairing, and storing hardware — while keeping all asset data synced with your existing ITSM platform.

    It saves you time and money. The reason companies are switching to Firstbase is because of our outstanding customer support and top rates. We take pride in meeting our SLAs. Don't believe us? Reach out and we'll connect you with one of our customers about the Firstbase difference.

    Not at all. In fact, Firstbase enhances your control over IT asset management by providing a centralized platform where you can track, manage, and report on all your devices globally. While we take care of the logistics, you retain full visibility and decision-making power. Our platform is designed to be a true zero-touch solution, automating the entire asset lifecycle from procurement to retrieval.

    While Firstbase may initially seem more expensive than traditional, manual asset management methods, the value we provide through physical services, reduced operational overhead, and minimized asset loss often results in significant cost savings over time. Our pricing model reflects the comprehensive nature of our service, including global logistics, zero-touch provisioning, and integrated asset management.

    Security is at the core of everything we do. Firstbase is built with enterprise-grade security to ensure that every device deployed, managed, and retrieved remains protected, compliant, and fully controlled throughout its lifecycle. We are SOC 2 and NIST compliant.