Client story Managing 25,000+ Devices for a Large Cleaning, Water and Energy Services Company
By Insight Editor / 3 Nov 2020 / Topics: Devices Mobility Procurement
Facts at a glance
Client industry:
Water, hygiene and energy services
Size of company:
50,000 employees
Challenge:
The company was looking to get out of the fulfillment and device lifecycle business by handing it over to a skillful partner.
Solution:
Insight is providing the company with comprehensive device lifecycle services, including PC and mobility procurement, provisioning, inventory and break-fix.
Results:
- Modern and high-performance device fleet
- Improved user experiences with maximum uptimes
- Cost savings and optimized use of existing resources
- Streamlined and expedited device processes
Solution area:
Insight’s Supply Chain Optimization solutions simplify the process of procuring, maintaining and replacing the technology clients invest in to run their business.
Several years ago, Insight helped a services company successfully migrate to Windows® 7.
This support enabled our client to scale through thousands of patents and continue to develop offerings to help customers increase safety and optimize resources.
When company representatives visited with our team and toured our lab facilities, they realized that we had the capacity to do much more for them than what would already be a sizable project, moving thousands of users to a new Operating System (OS).
Refocusing and realigning
Over time, the client looked to Insight for support with more device services. For years, it had handled PC repairs internally through several labs it owned and managed.
Refocusing its efforts on business strategy and priorities, the company shifted device repairs to Insight. We use Service-Level Agreements (SLAs) to consistently measure and monitor service delivery. We’ve aligned our ERP system with the company’s ServiceNow® to streamline requests and workflows beyond what we provide as a baseline.
Today, we support upward of 25,000 desktops and laptops for the client, as well as several thousand mobile devices and potentially more across the company’s EMEA business.
Today, we support upward of 25,000 desktops
and laptops for the client.
Enabling mobility
One of the company’s North American business units needed to deploy thousands of smart phones over a relatively short timeframe.
Insight was called in to support these efforts. The client directly purchased 3,500 iPhone® and Samsung phones from the manufacturers, negotiating lower prices by placing high-volume orders upfront.
Insight’s client-reserved inventory services provided the company with warehousing support, from which we can easily transfer out units as needed to be provisioned and deployed in the field.
Over the course of three months, we performed a range of such services out of our mobility lab: battery check, screen protection, accessories supply, OS version checks and updates, Mobile Device Management (MDM) client loading and over-boxing.
No-fuss repairs
When a personal device isn’t functional, it’s inconvenient. When a workplace device isn’t operational, it’s a liability that represents a potential loss of productivity, user satisfaction and sometimes even revenue.
Those are just a few of the reasons why the company relied on Insight to deliver break-fix services. When one of our client’s PCs, phones or tablets breaks, the user calls the service desk and a device swap is initiated with Insight. We ship out a properly configured, working piece of equipment right away to minimize downtime and make the experience simple.
Broken devices are sent back to us for our certified technical teams to troubleshoot and repair — or dispose of sustainably and cost-effectively.
Coming full circle
What began as a relationship updating devices to Windows® 7 has now circled back as the company pursued updating to Windows 10 with Insight.
This extensive migration project has involved white glove imaging and coordination with client teams around Autopilot and OneDrive®.
Considering the scale of this project — tens of thousands of devices, all needing to be migrated as soon as possible — it would have been infeasible to manage this without a partner like Insight.
