A reverse logistics project turned into 10 years of global support.
CUSTOMER SINCE: 2009
DESCRIPTION: Global Trucking Manufacturer
INITIAL INQUIRY: Hardware Repair
As a provider of hardware solutions for trucking companies and countless others, TRG understands the complex dynamics involved in creating a hardware program that spans the globe and accommodates different hardware requirements per location. When this global trucking manufacturer contacted us for assistance, we immediately put our international expertise to work for their success.
Our relationship with the trucking manufacturer began in 2009. At the time, the company was working with several different hardware manufacturers directly. Our scope began in the U.S. as the company sought to consolidate onsite repair services across nearly 30 facilities across the country.
TRG began serving as a central point of contact for the management of the company’s printers and barcode scanning equipment, and shortly thereafter, began providing help desk support for this technology.
Despite the complexity and size of this transition, TRG was able to maintain the company’s productivity and performance levels. There were no hiccups in the process due to devices not being available or as a result of devices being in repair for too long, and employees were able to continue using the hardware they needed while staying focused on their goals.
By consolidating hardware repairs and help desk support with one provider, the trucking manufacturer has been able to save a significant amount of money — $700,000 to $800,000 per year, on average.
Not long after the initial transition was complete, we were asked to provide ongoing service and support for new hardware purchased directly from an OEM. Most of these new hardware purchases — printers, scanners, truck mounts, etc. — begin in Europe where the company is headquartered. Their corporate office identifies and reviews new hardware, then makes recommendations to U.S. locations on what equipment to purchase.
Once procured and installed, TRG provides support and performs onsite evaluations, managing more than 4,000 handheld devices and printers in total. For units that are out-of-warranty or covered under our in-warranty repair authorizations, we perform the repair ourselves. If the item is in-warranty or we are not authorized, we manage the logistics to and from the OEM.
We also provide replacement parts for various devices. Prior to working with TRG, the company would have had to rely on several different suppliers and partners for support in this area. Thankfully, they now have a single source for replacement parts and service. As a result, lead time has improved dramatically, allowing employees to get their devices repaired and operating faster than ever.
After more than 10 years of providing hardware solutions for our trucking partner and its many locations throughout the U.S., we continue to support this manufacturer with its global and local hardware needs. The TRG team is grateful that this trucking manufacturer has relied on our expertise, and we look forward to providing hardware solutions for years to come.
If your organization — global or national — identifies with the challenges, needs, and goals discussed here, know that the TRG team is here to support you.
We’re experts in managing device programs for organizations of all sizes. Whether you’re a local business with only a few locations, or an international global enterprise with hundreds of locations and global challenges, our team is fully capable of supporting your hardware, software, and service needs.
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.