Their thirst for an effective solution was quenched with our expertise.
CUSTOMER SINCE: 2018
DESCRIPTION: Large Food and Beverage Industry Network
INITIAL INQUIRY: Hardware Support
TRG was first connected to one of the largest master distribution networks in the U.S. food and beverage industry a few years ago. At the time, its distribution company hardware program wasn’t getting the support it needed from the current provider. Thanks to our previous working relationships with leaders in the organization, we had established ourselves as a trusted partner and were asked to provide support across a variety of areas.
With more than 18,000 endpoints throughout their facilities and no visibility into their hardware program, it was clear that a solution was needed right away. However, to help build trust and demonstrate that we were the best provider to meet their needs, we first partnered with them on a short-term pilot so they could trial our capabilities.
Immediately, it was clear that TRG could improve their distribution company hardware program and establish the visibility and analytics needed to evaluate and optimize its operations.
The company had a wide range of hardware needs for its program. Our team was able to help procure and deploy these devices, which included handheld scanners, vehicle-mounts, tablets and phones (both standard and rugged) and laptops. We also worked with them on a hybrid program, in which we helped them transition from legacy hardware to newer devices that were not only more cost-effective but also performed much better in a warehouse setting.
To ensure the company had the support they needed at all times, we also began providing a variety of managed services as part of the distribution company hardware program. This involved nearly every solution that TRG provides, ranging from depot repairs and staging/kitting/deployment to our buyback program. For units that were out-of-warranty or covered under our in-warranty repair authorizations, we performed the repair ourselves. If the item was in-warranty or we were not authorized, we managed the logistics to and from the OEM. Whenever new equipment is needed, our team purchases the devices, takes care of all staging and kitting, and then sends it to the appropriate facility. In total, TRG has provided support for nearly 6,000 mobile devices.
Improving Transparency for Long-Term Success
Visibility was critical to our customer. Because they weren’t getting this with their previous partner, our team made it a point to support this effort. Our first step was to partner with them on the evaluation and eventual upgrade of their existing mobile device management (MDM) platform . By having greater visibility into and control over their mobile device fleet, they were able to more effectively understand device usage and conditions, any repair needs and associated costs and other critical data points needed to keep the program running smoothly.
In all that we do for this customer’s distribution company hardware program, transparency is paramount. By leveraging our online asset management platform, ServiceHub, the customer maintains real-time access to repair, logistics and asset management data and reporting - including work performed on or updates made to hardware, services completed and more. Before working with TRG, they had to request the information, wait to receive it and then get support in translating it. We were able to save them this administrative and time-consuming headache.
Today, we continue to support this master distribution network and grow the relationship. We are starting to support them with media and consumables, providing them with a more attractive price for the large amount of labels and signage they use each and every day. Our relationship with this company is a true example of the value of partnership and how our team delivers at every step. We have become a trusted extension of the company’s internal resources and a reliable partner in their operational success. We conduct quarterly business reviews to identify new opportunities, discuss achievements and potential improvements and ultimately deepen our working relationship.
We’re grateful to this company for their trust and look forward to supporting them for many years to come. If your organization is looking for a more reliable managed services partner, contact us today to learn more about 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.