Building Products Manufacturer Streamlines Device Management with Help from an Enterprise Mobility Service Provider
CUSTOMER SINCE: 2014
DESCRIPTION: Building Solutions & Hardware Manufacturer
North America’s leading provider of hardware solutions serves customers through a robust network of home improvement retailers. The company serves a variety of end-user needs, with more than 120,000 different finished goods including fasteners, keys, letters, signs, anchors, rods, builders’ hardware and more.
The company operates as both a large-scale distributor and sales department responsible for keeping aisles stocked with the latest products. Their 1,100 field service representatives require the right mobile technology to work efficiently and maintain proper inventory levels. Simultaneously, employees at their 12 distribution centers rely on their technology solutions to meet the strict demands of national retailers. The complexity of their business requires an enterprise mobility partner who can keep their internal operations aligned.
TRG initially worked with the customer to maintain device continuity by procuring and servicing older equipment. Now, we supply their entire sales department and distribution centers with handheld mobile devices. Because the customer uses legacy equipment, we also support with service and repairs for aging equipment. Our ability to support all levels of device lifecycle management made us the ideal vendor to prevent and solve challenges that can cause costly distribution delays.
Learn how TRG supports this customer with device procurement, onsite repair services and more.
Maintaining Device Continuity
Many enterprises opt to use legacy equipment even after OEMs cease service. The customer’s distribution centers used legacy devices to ensure secure operations and device continuity. Additionally, these devices offered a durable solution that could withstand their harsh environments.
Our relationship started by procuring and servicing these legacy devices. All devices purchased were either pre-owned or refurbished, so equipment was initially sent to TRG where it was staged and kitted. Devices arrived at the customer’s facility ready to use immediately.
Break/Fix Support for Legacy Devices
With more than 1,500 devices in the field, the customer turned to TRG for break/fix support for legacy equipment. We have a deep understanding of their distribution center and field operations from the years of working together, which has helped us create a seamless repair process that minimizes downtime.
Repairs are managed through TRG’s ServiceHub, a proprietary online asset management platform developed by TRG. With ServiceHub, customers can submit repair tickets and track real-time progress in a single pane of glass. Field service representatives around the country leverage ServiceHub by sending and receiving equipment directly with us.
TRG also provides on-site repairs for all barcode label printers, an essential piece of equipment in distribution centers. With technicians available around the country, we can provide on-site services in any location to reduce shipping time and ensure high-quality repairs.
Additionally, TRG helped the customer with device retirement by using our equipment buyback program. The customer realized value from their aging equipment, ensured it was responsibly recycled and received a credit toward their purchase.
Mobile Solutions That Improve Enterprise Efficiency
Distribution centers are under heightened pressure to optimize their operations and accelerate order fulfillment. The customer operates 12 facilities around the country that require fast, accurate fulfillment to meet retailer and consumer demands. The right equipment and asset management strategy ensures each facility can contribute to the enterprise’s success.
Given the sheer number of products they manufacture and distribute, a streamlined system for efficiency is imperative. Historically, the customer has experienced challenges getting devices up and running, as well as troubleshooting device issues when they arise.
They also need to manage field service equipment from a distance. Real-time visibility and reporting are essential for keeping big box retailers properly stocked. The customer turned to TRG for help implementing an enterprise mobility management solution.
SOTI MobiControl: A Powerful Enterprise Mobility Management Solution
With TRG’s guidance, they opted to implement SOTI MobiControl, a mobile device management (MDM) platform that allows them to control all aspects of their mobility ecosystem. From tracking physical assets, managing stock, to keeping devices and data safe and secure, the platform quickly solved challenges that had previously caused complexity and downtime.
SOTI MobiControl secures and manages devices across all major operating software (OS) throughout their entire life cycle, from deployment to retirement. When the customer purchases new devices, they are first shipped to TRG where we install SOTI before shipping them to the customer’s facility. Once the equipment arrives, TRG can remotely push device settings, manage apps and content and eliminate downtime.
By introducing the customer to SOTI, we’ve given the customer ways to troubleshoot issues without having to physically handle the device or fly a technician across the country. Plus, they now have visibility on all devices in all locations.
Simplify Enterprise Mobility Management
TRG also manages profiles and configuration for all the customer’s mobile devices using the golden images we developed. Developing and implementing golden images as pre-configured device templates reduces the time spent on configuration, eliminates common errors and helps the company manage their fleet of devices more efficiently.
Preconfiguring devices with the golden image makes them easier to use and more effective for employees, taking pressure off their internal team. As a result, the customer now has stronger asset management and a better understanding on how and when devices are used.
Planning for Future Enterprise Technology Needs
Currently, SOTI MobiControl is installed on all new devices purchased through TRG. However, there are opportunities to further leverage SOTI’s full capabilities—we are exploring contracted MDM services to help them maximize the platform.
We continue to support them with repairs to ensure devices work properly, but we see additional opportunities to support in the future. For instance, TRG is currently helping their sales department re-evaluate tabletop tablets with a high failure rate.
Find a Partner with a Comprehensive Breath of Services
The partnership began with support for legacy equipment and over time the customer’s trust and reliance grew into a long-term collaboration that supports their growing enterprise. The customer now relies on TRG for all device management throughout the entire lifecycle—procurement to retirement. TRG’s breadth of services has allowed the customer to support their operations on multiple fronts with the help of a single partner.
Interested in seeing how TRG can help streamline operations and improve efficiencies in your distribution center? Contact us to get in touch with our team.
TRG is a global managed solutions provider focused on mobility, point of sale and payments. With facilities across the United States, Canada and Europe, we provide the most comprehensive suite of lifecycle management services – from warehouse to boardroom and deployment to retirement. Our mission is to Make Technology Simple, helping customers accelerate projects, drive application success, improve employee/customer experience and maximize ROI. We’re relentless in our drive to find innovative, effective ways to enhance customer operations and challenge conventional thinking along the way.