By Steve Solomon / 21 Jan 2019 / Topics: Devices Customer experience Featured
Facts at a glance
Client industry:
Software
Size of company:
94,989 employees
Challenge:
- Identify & implement efficiencies & cloud-based solutions to ensure the best customer experience.
- Increase scalability & capacity.
- Standardize build process across multiple hardware OEMs.
Solution:
- Dedicated on-site support
- Scalable & repeatable processes
- Lab expertise & best practices
Results
- Reduced SLAs to 3 days & shipping time to 2 days
- Complete data center setup in 10 days
- Improved supply chain efficiencies
- Consistent customer experience
Solution areas:
Insight’s Supply Chain Optimization solutions simplify the process of procuring, maintaining and replacing the technology clients invest in to run their business.
Insight’s Connected Workforce solutions are a suite of end-user compute offerings designed to simplify IT management while improving connectivity and collaboration.
A European-based corporation is a world-leading provider of enterprise application software and end-to-end solutions. With locations in 180 countries, the company has more than 330,000 customers.
In order to keep all of those customers happy, the company needed to consolidate its IT products and services in the U.S., Latin America and Canada to improve efficiencies and coordination. The software provider wanted solutions that would go above and beyond typical customer expectations. But the company’s internal IT team required support for an undertaking of such magnitude.
With so much at stake, the company needed a reliable partner that could help maximize the value of its investments and provide consistent support and fast integration. The client drew on its 20-year collaborative relationship with Insight — specifically our established governance, wide-ranging expertise and long-standing partnerships.
Nothing was left to chance. We dedicated a combined Supply Chain Optimization and Connected Workforce program team to the client’s needs. The software provider used these combined strengths to provide activations of new phones and asset tagging for more than 55,000 personal computers and mobile devices throughout the U.S., Latin America and Canada.
The team put stringent controls in place to measure and monitor performance. Team members also engaged the client in regular transformation conversations to help identify efficiencies and go above the client’s expected outcomes. We regularly held meetings to ensure every aspect of the program was completed on time and within budget.
We worked with the client to create a gold standard support model for on-site, walk-up centers, modeled after the Apple Store experience. This enabled us to address any immediate tech issues for end users and to provide consultative dialogue around new products in the end-user environment.
Insight’s Advanced Integration Lab and lifecycle services — flexible solutions and scalable capacity to ease deployment — were a key factor in the success of the program. The lab handled all of the rack, stack and testing across multiple devices with servers, storage and networking, as well as the end-user devices. These efficiencies helped reduce shipping times to client end users to two business days, significantly improving Service-Level Agreements (SLAs).
Within 10 business days, we’re able to install complete systems and verify quality in the client’s data centers for this ongoing project.
Insight created a global standard process that allowed the client to work with one supplier rather than many. Several of our cloud solutions were delivered within weeks, not months.
Pleased with the results of the nearly five-year-long program support, the client has agreed to a three-year proposal to continue U.S. and Canada support and to extend it to additional Latin American countries. The client has also gradually increased its technology budget over the length of our relationship from $2 million to $100 million to further streamline IT efficiencies.
Innovating is the only way to stay relevant in today’s uber-competitive market. Our unique approach and deep knowledge put you on the path to true innovation.
Discover reports, stories and industry trends to help you innovate for the future.
