By Insight Editor / 10 May 2022 / Topics: Devices Customer experience Application development
Facts at a glance
Client industry
Retail
Challenge
When legacy devices grew difficult to maintain and support, the client needed to shift to a platform that enhanced the employee and customer experience.
Solution
- Strategic framework for new applications
- Comprehensive device management services
- All-new device fleet
- Pilot plan and full-scale rollout of new framework and devices
Results
- Greater visibility across devices
- Dedicated asset management
- Enhanced employee experience
- Increased back-end automation and improved operational efficiencies
In the past, this large, U.S.-based, multinational retail company that employs thousands of workers around the world provided employees with handheld scanning devices to carry out key functions of in-store roles. This system relied on legacy devices that were expensive and difficult to maintain and support. To add another layer of complexity, IT staff had no insight into or control over the devices.
Improving employee retention and attraction was critical, as well as driving efficiencies and accuracy in customer service, stocking and more. Offering employees corporate-owned devices they could also take home for personal use created a unique employee benefit.
To streamline operations, improve control and lower device maintenance costs, the client needed to shift to a platform that would allow workers to access more apps — including personal ones — on corporate-owned devices. The devices needed to enable capabilities such as employees clocking in and out, eliminating the need for physical, antiquated time clocks across stores.
The client had worked previously with Insight to solve software-related challenges and decided to expand its partnership to include hardware management.
After looking at the client’s needs and long-term goals, our team strategically built out a framework for new applications. For even greater operational efficiencies and back-end agility, we proposed comprehensive device management services spanning procurement, deployment and management of an all-new device fleet.
Ongoing evaluation and discussion with the client fine-tuned goals and brought into sharper focus the level of control and visibility that the client could realize across the device fleet, including device security and loss and theft prevention — a critical business imperative for the retailer.
After considering all variables and the scale of the project, Insight helped the client come up with a pilot plan to successfully test the new framework and devices, creating a full-scale rollout plan that would minimize disruption to daily operations.
With the help of Insight, the client has put hundreds of thousands of new Android devices into employees’ hands, giving workers access to apps needed for work and personal use.
The client, an expert in complicated logistics, has been continually impressed by Insight’s ability to manage the device rollout at scale.
In addition to providing a playbook for implementation, procuring and provisioning, as well as asset management of AirWatch and Workspace ONE, Insight has helped this valued client increase its back-end automation to further streamline operations.
Today, the retail giant has realized its goals of supporting IT modernization on the back end — while improving employee and customer experiences on the front end.
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