A reverse logistics project turned into a true partnership.
CUSTOMER SINCE: 2013
DESCRIPTION: Global Consumer Brand
INITIAL INQUIRY: Depot Repairs
Barcode Scanners & Mobile Computers
Unified Endpoint Management (UEM) Software
Terminal Emulation Software
When TRG was first introduced to this global consumer brand in late 2013, the company was concerned with the service it was receiving from its current AIDC provider. The company needed more timely and supportive hardware repair services for its North American operations but was not receiving them. In addition, the company was resource-constrained relative to the number of strategic IT initiatives occurring at any given point.
After participating in an RFP process, we were awarded the opportunity to work with the company for repair services. The company also began relying on us for new hardware purchases and additional strategic services.
We quickly improved the company’s break/fix support and were soon presented with our next opportunity. As the company focused on a variety of concurrent IT initiatives, it found that it didn’t have the time or resources to be proactive on new hardware solutions. We collaborated with the company in identifying a full-time technical architect who would be responsible for the mobility program, identifying new technology and optimizing implementation and deployment.
TRG allocated an experienced full-time resource to the company to be stationed onsite and serve as an extension of the company’s internal team. This individual took the lead in guiding the company on the products and technologies that should be implemented to keep their mobility program ahead of the curve. In 2015, the technical architect also assisted with a mobile device management (MDM) solution, and later, in 2018, would once again assist with a second MDM implementation — further improving MDM throughout their footprint. We also implemented more reliable and robust emulation software, giving them greater flexibility around rapid application deployment (RAD).
The Missing Hardware Challenge
Over time, we began supporting the company in multiple areas where time and resources weren’t available. In 2017, for example, the company learned that at any one time, it did not know where a significant portion of their devices were physically located, and that this number had been growing. Initially, it was believed that repair services were taking too long, and that devices were out-of-pocket as a result. TRG conducted an analysis and learned that at any point, no more than 3% of hardware was out for repair. With the remainder unaccounted for, we collaborated on a cost-effective solution that would identify the cause.
We recommended adding an additional full-time resource that would operate between the two facilities where equipment was going missing. This person would find equipment that was not accounted for and ensure it was ready for use. Once onsite, this individual located equipment that had been hidden, accidentally turned in for repair, or set aside for software updates. Together, we were able to reduce the remaining missing hardware significantly — resulting in major cost avoidance as well as improved productivity.
A Proactive Approach to Improving Productivity
Following the success of our hardware initiative, we began collaborating with the company in a new area. They realized they were running out of accessories needed to operate equipment, including spare batteries and wrist and finger straps. Not having these items available became extremely disruptive, as the company operates nearly seven days a week on all shifts.
Working together on this issue, we began proactively reaching out to all of their facilities to determine stock levels of batteries, wrist straps, and other items needed to keep equipment up and running. If any accessories were running low, we proactively reordered and refilled their inventory to ensure they could continue operations and maintain productivity.
Taking Our Partnership Global
Over the next few years, the company began a significant global expansion. In 2019, to ensure they would have support throughout this process, they once again approached TRG. This time, the question wasn’t whether we could provide solutions or solve specific problems but rather whether we were willing and able to grow with them globally.
Our first step was supporting them with many of the same services — hardware, repair, MDM, etc. — that we provided for their North American operations, but beginning with Mexico and Central America. Soon, efforts moved to Korea, Vietnam, China, and Japan. And in 2019, we completed a major MDM conversion for the company that was completed seamlessly with no disruption to their 24/7 business operations.
Where We’re At Today
We continue to collaborate with the company on a variety of projects today. The technical architect who had previously managed their mobility program on a daily basis is now focused on global expansion. As a result, we are expanding our support for the company with the addition of a second technical architect for North America.
Between the customer and TRG, we continue to seek additional creative ways to save money and become more efficient. Most recently, the company challenged TRG to provide their own version of our online asset management platform, ServiceHub — a best-in-class solution for managing a hardware program. The company will soon rollout a custom version optimized for global implementation.
Over a span of just seven years, TRG and the customer have successfully grown the relationship from a break/fix program to working together for global technology solutions that deliver on virtually any request or need. We supply the company with everything from hardware and accessories to warehouse racking and more.
To this day, TRG remains an integral part of this organization’s technology solutions team. As one of its preferred global partners, TRG and the organization have collaborated to ensure the company is able to deliver on its promises to its customers and retains its position as a market innovator — not just in consumer goods but also in technology and operations. They continue to redefine what is considered leading edge and are constantly challenging the status quo to achieve their goals in unique ways. And TRG is pleased to serve as their global technology solutions provider and part of their operational team along the way.
Looking for a similar relationship with your mobile managed services provider? Contact TRG today to learn how we can help.
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.