Client story Streamlining Device Lifecycle for a Global Hotel Chain
By Insight Editor / 3 Nov 2020 / Topics: Devices Procurement
Facts at a glance
Client industry:
Hospitality
Size of company:
425,000 employees
Challenge:
The client needed reliable, uninterrupted device lifecycle services across hotel operations and for select corporate needs.
Solution:
Insight is providing comprehensive services from procurement and provisioning to break-fix and refresh, meeting the client’s exacting SLAs and KPIs.
Results:
- Little to no downtime
- Improved user and guest experiences
- Fast issue resolution and service delivery
- Growing, trusted partnership
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.
In the hospitality industry, quality and consistency are key. Guests will remember instances of poor or absent service. Such experiences shape preferences and lead to some hospitality companies rising above the rest, and others falling behind.
Part of delivering excellent customer service is having the right technology to support high-speed connectivity, uptime and convenience. No company understands this better than an international hotel group.
In order to continue delivering high-quality care, the company has many specific requirements for service levels and Key Performance Indicators (KPIs) when it comes to vetting and selecting a service provider. Its Service-Level Agreements (SLAs) also have regional differences across the hotel’s global footprint.
A booming business
Insight had been providing device refresh services for the hotel chain in the U.S. for several years. When the client sought proposals to manage devices in China, EMEA and the U.K., our team brought all of our global capabilities to the table.
Our highly customized, region-specific plan that included different delivery models and solutions to provide the same high service levels across all regions wound up winning the trust of the client.
Insight is supporting more than 240,000 devices for the client in North America alone.
No small operation
Today, Insight provides all services to support device lifecycle needs for the hotel’s operations. This includes all of our client’s servers, switches, desktop, wireless and other components that support workstations. Support is provided 24/7 to maintain device performance, and devices are refreshed every 3–4 years.
We also provide desktop device services and provisioning for the client’s corporate offices, as well as some maintenance and point projects as they arise.
On the backend, Insight brings a robust centralized project management team and sales team to manage provisioning and device deployment. Our project management office handles refresh cycles and lab services. We have a separate team to manage the client’s maintenance and break-fix support.
Overall, Insight is supporting more than 240,000 devices for the client in North America alone. We provide all OEM warranty support and forward stocking locations.
The client relies on a customized procurement catalog and Insight teams to process contracts, manage multiple currencies, submit requests to integration labs and continue on to refresh teams. Multiple OEMs are used across the client’s business, from Apple to HP.
Lastly, all maintenance requests are routed through the client’s own help desk and ticketed directly to Insight Command Center for any field service needs.
One thing’s for sure
On a daily basis, Insight is managing a huge number of devices, sites, regional differences and processes to ensure the client experience is seamless — no matter what.
Since COVID-19 descended upon global populations, the hospitality industry has suffered immensely. Travel is down, vacancies are up and shut-down orders have come and gone without much warning.
Insight has provided the client with as much stability as possible during these volatile times. We’ve offered numerous financial options and credit lines and have deferred select invoices to support services continuity. We also extended our forecasts and buffered up device inventory for the client earlier in the year to prevent against shortages.
The client has greatly appreciated our flexibility and readiness to come up with creative on-demand solutions as circumstances change.
