This hardware manufacturer relied on our networking experts to ensure high-perfoming WiFi access
CUSTOMER SINCE: 2017
DESCRIPTION: Leading Hardware Manufacturer
The industry’s leading decorative and functional hardware manufacturer supplies an extensive line of products through home centers, retailers and distribution channels across the country. From cabinet and furniture hardware to shelving, storage, safety products and more, they strive to produce high quality products that meet consumers’ ever-evolving needs. This emphasis on quality design and new product development is what sets them apart as the leader in a competitive market.
With robust retail and distribution channels, their warehouse operates 24-hours a day. Meeting the requirements of big box retailers involves a consistent flow of order fulfillment. As the pandemic unfolded, a surge in home improvement and renovation projects placed their products in even higher demand. Their 100,000-square-foot warehouse was under pressure to perform while facing labor challenges that could cause serious delays. With fewer employees, they need the latest and greatest technology to remain efficient.
TRG initially worked with the customer to repair and maintain their legacy equipment. But as they experienced widespread wireless connectivity issues that required extensive network repairs, the partnership grew further. And when they needed help sourcing and procuring enterprise devices, they turned to us again. Because we support all levels of device lifecycle management along with MDM support, we were the ideal vendor to help them solve challenges that can cause costly warehouse delays.
Learn how TRG supports this customer with device procurement, onsite repair services and more.
Break/Fix Support for Legacy Devices
At the start, TRG began service and repairs for their legacy devices. By providing help desk and remote log-in support, we were able to extend the life of their legacy equipment and keep their warehouse running efficiently. As the relationship expanded, they relied on TRG for additional equipment support. They save valuable time by having new equipment shipped to TRG for setup and kitting. Additional time was saved by, having the devices delivered to their warehouse ready to work right out of the box.
Given TRG’s footprint, we could also provide on-site support. A TRG employee was located nearby to support the customer when they needed additional access points on their network. The convenience and responsiveness of our localized on-site support enabled the customer to resume normal operations more quickly.
Remote Troubleshooting in a Wireless Environment
Large warehouses help facilitate the quick movement of goods, but they bring a unique set of challenges. Given the expansive space, the customer needed to upgrade to a broader wireless network. However, updating a wireless environment often leads to wireless issues, especially when working with older devices. When the customer started experiencing regular signal drops, they called on TRG for support. Remote troubleshooting made some improvements, but it didn’t completely solve the problem.
Wireless Site Surveys Identify Areas for Improvement
When the customer experienced persistent issues, TRG opted to conduct an on-site wireless survey. Again leveraging the nearby resource, we quickly initiated the process of evaluating their Wi‐Fi environment. Our wireless site survey includes a walk-through of the entire warehouse to collect data directly from the network.
TRG provided the customer with a diagram of coverage areas and detailed recommendations to remedy the issues. By identifying weak spots or locations where signals overlap, we were able to address areas that required additional access points.
Given the age of their existing devices, however, connectivity would continue to be a challenge despite the optimizations to their wireless environment. As a result, the customer also needed to procure new equipment to ensure streamlined warehouse performance.
Procuring New Equipment After a Network Upgrade
Prior to working with TRG, the customer purchased new devices from an inexperienced vendor. Unfortunately, these new devices performed worse than the legacy devices in their pool. We advised them to begin upgrading with equipment that would be faster and more rugged, and identified the Honeywell CK65 as an ideal solution to fit seamlessly into their workflow.
Initially, the customer piloted a limited number of new devices, opting to keep some of their legacy fleet on the floor to stretch their investment and prove the ROI on new equipment. They were impressed with the customizable soft key settings and the built-in SmartTE. Session persistence was also helpful as users didn't lose open sessions if devices reboot.
After seeing how much the new equipment improved workflow, they purchased 40 additional devices and have plans to upgrade their entire fleet. TRG’s continued support of their legacy devices has allowed the customer to continue using some devices during the transition, helping the customer maximize their technology investments and ensure seamless operations.
Enterprise Mobility Management for Uniformity in Reporting
Maintaining uniformity in reporting is a high priority which is why the customer relies on SOTI MobiControl. SOTI MobiControl is an enterprise mobility management solution that secures and manages devices across all major operating systems (OS) throughout their entire life cycle, from deployment to retirement.
SOTI helps the customer achieve seamless reports and reduces the time required to complete data and app deployments across large numbers of Android devices. The customer has relied on SOTI for years to give them the flexibility to manage numerous devices regardless of manufacturer and without having to sacrifice device harmony.
A Virtual Help Desk Keeps Critical Technology Runnning Smoothly
At the start of the partnership, we coordinated weekly support calls to ensure legacy devices were up to speed. This reduced the amount of virtual help desk support the customer required. After several months of successful troubleshooting, we were able to identify patterns and implement preventative resolutions across the board. TRG’s expertise in break/fix services for rugged mobile handhelds allowed the customer to get ahead of issues. As a result, weekly support calls were reduced to monthly calls.
Regardless of the frequency, TRG’s 24/7/365 help desk supports customer’s critical technology around the clock and around the world. All requests are entered and managed in TRG’s online asset management portal, ServiceHub, so the customer has real-time status updates for all devices in repair. TRG’s experience across a wide range of mission-critical technologies, carriers and applications helps expedite ticket processing and improve resolution.
Find a Partner with a Comprehensive Breadth of Services
The partnership began with support for legacy equipment and over time the customers' trust and reliance grew into a long-term collaboration that supports their busy warehouse. The customer now relies on TRG as a one-stop-shop for all device management throughout the entire lifecycle – procurement to retirement. TRG’s breadth of services has allowed the customer to support their 24/7 operations on multiple fronts with only having to make one phone call. With a trusted support team on their bench, they’ve avoided the hassle of hiring or training additional staff while still meeting the demands of a competitive industry.
Interested in seeing how TRG can help streamline operations and improve efficiencies in your warehouse? Contact us to get in touch with our team.
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.