Our support fixed leaks in their operations and we managed nearly all services for their 9,000+ endpoints.
CUSTOMER SINCE: 2015
DESCRIPTION: Plumbing Products Supplier
INITIAL INQUIRY: Depot Repairs
SERVICES:
PRODUCTS:
The Problem
Our commercial hardware support for this plumbing products supplier began in 2015. The company needed repair support for devices that were being used within the four walls, specifically within its distribution centers and branches.
The Solution
TRG stepped in to assist with these needs, providing repair and support services to keep both handheld devices and printers operational. Soon after, the company realized the need for a mobile device management (MDM) and unified endpoint management (UEM) platform as they experienced large gaps in service delivery as well as overall capability. Devices needing repair or updates weren’t being tracked or managed in a strategic way or by a single partner, so the company was struggling with operational downtime and unnecessary cost. TRG stepped in to help implement this solution and fill this gap in the company’s commercial hardware program.
TRG’s UEM support services encompass the entire mobile device lifecycle, optimizing the MDM solution to maximize commercial hardware uptime, provide better insight into and data about mobility programs, increase productivity and reduce costs due to inefficiency. For this commercial and residential plumbing products supplier, that’s exactly what our MDM implementation and management has achieved.
TRG now provides help desk support for all of the company’s users and devices, providing fixes over the air via the MDM platform. If needed, devices are sent into our facility for rapid repair and turnaround. We also assist the company with managing all updates to their commercial hardware by pushing those updates down over the air. This eliminates the need for the company to physically update the devices themselves, which increases downtime and could disrupt operations while the devices are in use.
Overall, our MDM support for this company has produced significant benefits for its internal IT department, which did not have the bandwidth or expertise to manage such an initiative on its own. Our work has taken this responsibility off the department’s hands completely, allowing them to focus on other strategic objectives and technology needs without having to worry about the day-to-day management of thousands of devices.
After our assistance with implementing an MDM solution, the company once again requested our support in enhancing the mobile capabilities of its delivery fleet. Previously, the company’s drivers had been using flip phones as well as a tablet in their trucks. These devices were used for routing, making calls, and capturing images, though at times fleet workers weren’t able to get a tablet for the latter.
With two separate devices needed for multiple functions (and the occasional unavailability of the devices), the company recognized a need for change. TRG identified an option for a more ruggedized device that combined a phone and tablet into a single solution that could run all needed applications and provide camera, video, and scanning capability for each driver. Customers could now sign off on documents on the mobile device, which also allowed for barcode scanning so materials used could be recorded.
Once the device was selected, TRG managed the rollout from start to finish. More than 4,000 devices for more than 1,000 fleet worker locations were first brought to the TRG headquarters, where they were staged, kitted, labeled for the recipient and deployed. Once the devices were received by workers in the field, they were ready to go right out of the box.
In any other instance, the company would have had to work with numerous manufacturers and support companies to get this program set up. Thanks to their work with TRG, the entirety of the program was managed by a single service provider. This resulted in significant cost savings as well as time in not having to manage multiple relationships, orders, details and more.
The Result
Several years into our relationship, TRG continues to provide commercial hardware support for this leading plumbing products supplier. As of today, the relationship has expanded — TRG now manages nearly all services for the company’s mobile devices and other hardware. In total, we provide support for more than 9,000 devices.
We are grateful to this company for their trust in partnering with us and look forward to many more years of successful device management and support. If your organization relates to any of the challenges mentioned here, or if you’re researching commercial hardware service providers, the expert team at TRG is here to assist.
We are a global leader in enterprise mobility, mobile device management, warehousing operations, unified endpoint management, and much, much more. Contact TRG today to learn how we can help.
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About TRG
TRG is a global, privately owned managed services provider that manages the full lifecycle of every enterprise endpoint. Our mission is to lead the future of enterprise technology by driving bold endpoint solutions with a success-or-else approach.