Crafting a Retail Support Services Program for a Leading Crafts Retailer
CUSTOMER SINCE: 2008
DESCRIPTION: Leading Fabric and Crafts Retailer
INITIAL INQUIRY: Retail Support Services
Our customer is a leading fabric and craft retailer with more than 1,000 store locations and several distribution centers across the country. Our relationship began as the company was evaluating vendors for a retail support services program. We connected with their team and discussed how we could assist in this effort.
Initially, the company was looking for help with spares pool management, depot repairs, managed logistics and device replacement. After evaluating several vendors, the company chose to partner with TRG, and we provided those retail support services for several years, ensuring their stores had the support they needed to operate seamlessly. 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. We also provided spares pool management – maintaining and managing a pool of ready-to-ship devices from our state-of-the-art facilities.
In 2013, the company decided to expand our relationship to include three of its distribution centers. We provided them with new and refurbished barcode scanners, handheld computers and wearable/hands-free devices. We also expanded the scope of our repair program to include the distribution centers, ensuring their hardware program was always up and running.
Because many of these devices were screenless, several TRG team members travelled to France to participate in OEM training and become certified on these products. As a result, we now manage these devices faster and more cost-effectively than any other provider, ensuring our American customer didn’t have to rely on international support for this particular technology. We also began offering onsite preventative and emergency repair services so the company wouldn’t have to ship devices or wait for spares to be dispatched. Instead, one of our team members travels to the store or distribution center to oversee the service.
Recently, the company engaged our team to expand their retail support services and hardware program. We added more devices to the distribution center and retail store support agreement. We were also selected as their supplier of choice for a brand-new barcode scanner and point-of-sale (POS) fleet.
We were also engaged to manage all key injections for the company’s payment terminals, which gives each device a unique identity for tracking and security purposes. To ensure this aspect of the program operates seamlessly, we also support the company with managed logistics and ongoing spares pool management.
Taking a proactive approach, we partnered with the brand on a semi-annual preventive maintenance program for the printers used in the distribution centers. Our team visits their facilities twice a year to clean, calibrate, and test each printer. This helps to identify any issues before they become real problems that cause downtime and unexpected costs. We handle any issue, repair, update or upgrade onsite immediately.
We are also now supporting the company with our wireless services. We began with an onsite survey at their national headquarters to identify wireless connectivity issues, fine-tune the performance of the wireless infrastructure, implement our recommendations and improvements and measure performance. With greater connectivity, team members and devices at their facility benefit from faster speeds and fewer connection challenges. We then completed surveys in 20 of their retail stores and continue to partner with them on additional locations.
Most recently, we began assisting the company with their mobile device management (MDM) platform. With more than 7,000 licenses under management, the platform ensures that all devices are properly managed and secured, and TRG ensures the company is leveraging the system to its full potential.
As a result of our work together, TRG currently has over 45,000 pieces of equipment under management for this brand’s retail locations and distribution centers. With more than a decade of strong partnership between us, the company is now able to maintain its operations in stores, its warehouses, and even its headquarters more efficiently.
We have assisted them in expanding their retail support services to include newer hardware and will continue to support them with device repair and technology refreshes as needed. We’re grateful to this leading branding for their trust and look forward to working with them for years to come.
If your organization is looking for a new partner to help expand or better manage your retail support services, contact TRG today to learn how we can help.
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. Learn more about why The Difference Is Us at www.trgsolutions.com.