They needed to optimize endpoint functionality and reporting performance, we enhanced their operations.
CUSTOMER SINCE: 2010
DESCRIPTION: Leading Supplier of MRO Products & Solutions
- Mobile Computers
- Unified Endpoint Management (UEM) Software
- Media Materials & Label Supplies
The world’s leading supplier of MRO products and solutions serves end users in nearly all markets through a multi-channel distribution method. With more than a dozen distribution centers, they rely on an array of devices to manage the complex inventory requirements of nearly 30,000 products. By understanding the unique applications within a specific industry, they are able to offer choice, convenience and expertise to meet customer needs.
The company’s industrial supplies are fundamental to the assembly process in industrial motion, fluid power, flow control and other automation technologies. It’s critical for MRO supplies to be stocked at the appropriate level. If a part is exhausted at a facility, production can be halted resulting in a huge financial loss for their customers.
As a support and supply hardware distributor, they have an internal sales department and a fulfillment division to serve customers. Their internal sales team has several unique requirements in order to accurately quote customers, while their fulfillment division is responsible for maintaining proper inventory levels for thousands of products in across 430 service centers. The distinct needs of these two divisions create inefficiencies and challenges with equipment management. The complexity of their business requires an enterprise mobility partner who can keep their internal operations aligned and effectively support their customers.
The company turned to TRG, who could offer a wide variety of both new and refurbished equipment—scanners, mobile computers, industrial printers and other rugged devices—and provide a comprehensive suite of lifecycle management services to more seamlessly maintain the fleet.
Learn how TRG supports this customer with device procurement, configuration and staging, migrations, onsite repair services and more.
Distribution Center Solutions to Eliminate Inefficiencies
Distribution centers are under heightened pressure to optimize their operations and speed up order fulfillment. The customer operates distribution centers located across four continents and places an emphasis on fast, accurate fulfillment to achieve the critical role of MRO supplies. The right equipment and asset management strategy ensures each facility can contribute to the enterprise’s success.
Break/Fix Support for Legacy Devices
The customer initially turned to TRG for break/fix support for legacy devices at their distribution centers. TRG helped extend the life of older equipment to maintain device and data continuity. As the equipment aged, additional maintenance and repairs led to a contract for repair services. This later grew to include managed logistics which allowed the customer to focus on MROs instead of managing repairs.
TRG has also supported them through several significant upgrades. As 5G networks started to rollout, providers began announcing they were working to free up bandwidth by phasing out 3G networks. With a sunset date of February 2022, TRG helped the customer get ahead of this by working with them to upgrade their fleet to 4G.
Windows to Android Migration
The transition from Windows to Android was another obstacle as Microsoft had ended support for all remaining versions of Windows. They were able to smoothly navigate without having to leverage their own IT team. Any issues that arose while migrating apps or coding/ re-coding software were resolved by utilizing TRG’s bench.
Device Continuity for Consistent Reporting
As equipment from various manufacturers reached end of life, the customer needed support purchasing and servicing their legacy equipment to maintain device continuity, which is crucial for consistent reporting. They partnered with us to purchase several hundred devices ranging from commercial grade to rugged. By capitalizing on TRG’s comprehensive suite of lifecycle management services, they were able to streamline device management and operations efficiently.
With device continuity a priority, the customer purchased a mix of pre-owned, refurbished and brand-new devices with TRG's guidance. The new equipment is covered under manufacturer’s warranty and the service contract supports pre-owned and refurbished devices. By leveraging TRG's wide breadth of services the customer is able to have all solutions in their enterprise sourced, procured and supported by a single point of contact.
Customer Service Hub for Efficient Repairs
Equipment repairs are managed through TRG's Service Hub, a proprietary solution developed in-house by TRG where customers can submit repairs and track progress in real-time, providing them a single pane of glass for their workflow.
TRG manages all the customer’s devices in need of service. This ranges from performing on-site printer repairs to overseeing issues covered under warranty. When equipment needs to be shipped out for repairs, TRG manages the logistics by coordinating directly with the manufacturer, leaving the customer free to stay focused on their internal priorities. Once the repairs are completed the devices are returned to TRG where a technician inspects and tests the equipment before returning it back to the customer's warehouse.
Terminal Emulation Software: Connecting Mobile Workers with Host Systems
With thousands of parts that support industrial machines across numerous industries, the customer’s sales reps operate in challenging environments and have unique requirements while in the field. Access to real-time, customer-specific data ensures they can provide accurate pricing in an instant. Sales reps often operate devices in extreme conditions such as underground warehouses or mines, so devices must be able to pull product information and pricing in offline mode.
Custom Sofware Development
To effectively run their devices under these conditions, the customer determined that custom software development was needed. Prior to working with TRG the customer had engaged a third party to write this code, but they did not retain ownership over the intellectual property. With time, this became an issue when updates or fixes were needed.
Throughout the course of a year and half, TRG dedicated more than 3,500 hours to provide the customer with new code that they could own entirely. The software was written in a way to make it easier for the customer to manage and maintain internally, ensuring their operations wouldn’t continue to rely on improvements from a third party. The custom development work gives devices the capability to provide live lookups with real-time pricing for each individual customer they service.
Device Management to Support a Global Enterprise
TRG also sources, procures and supports equipment that is essential to keeping the customer’s enterprise efficient. Swift on-site repairs keep the printers in their warehouses operational while avoiding costly downtime. TRG’s media and consumables team provides the customer with complete solutions for all packaging, identification or tracking label needs.
TRG configures and kits all new hardware for new hires, then ships it directly to the employee preloaded with all software required. Since moving this task from in-house teams to TRG, the customer has freed up valuable internal resources. Additionally, TRG manages the recovery of company devices when employees separate from the company.
Find a Partner with a Comprehensive Breadth of Services
For over 10 years, TRG’s breadth of services has allowed the customer to support their complex enterprise on multiple fronts with just one point of contact. For all procurement, device buyback, software development or on-site repair need – they only have one call to make, and they know that TRG will be on the line and ready to help. Partnering with TRG gave the customer the resources and expertise to solve numerous issues during the course of this relationship.
Contact us today to learn more about ways our terminal emulation software and other enterprise mobility services can help your enterprise.
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.