Tech Journal The Case for Professional Device Services
By Dan Schneider / 15 Dec 2020 / Topics: Procurement
The most common approaches to device lifecycle management are for organizations to try to do it all on their own, or else partner with one or more OEMs for a basic level of assistance. Neither option is ideal.
Device lifecycle management is no small task, with each phase of a device's life presenting a unique set of challenges.
From an administrative perspective, device management can be a logistical nightmare. Between tedious procurement processes, managing vendor relationships, and repairs and support, a company spends countless hours simply managing the devices it needs to function.
And for a satisfied, productive workforce, leading-edge devices that offer user preference on applications and performance are no longer optional. With technology a critical component of everyday life, workers are more discerning than ever about the devices they use, expecting equal or better performance from work technology as from their personal devices.
49% of employees consider an organization's technology when applying for a
position.
44% would leave an
organization with substandard
technology.
62% of employees say having the right device ecosystem makes them more motivated
and engaged.
The best answer to these challenges is to work with a professional device services partner. Organizations that do so typically experience three undeniable benefits.
1. Device services improve organizational efficiency and drive greater value.
Managing separate device lifecycle functions is a time-consuming process that drains IT resources and slows your ability to focus on business initiatives. Outsourcing device management processes enables improved costs and overall value.
Cost savings
Working with a device services partner, you benefit from the cost optimization afforded by partnerships between industry-leading vendors. A professional partner is often able to negotiate contracts that deliver savings well above and beyond those attainable through a direct OEM purchase.
Time to value
The expertise of a device services partner also enables rapid time to value. In this kind of partnership, expert strategy and cutting-edge insights drive device decisions, making device-focused transformation initiatives faster and simpler to implement and optimize, making innovation, go to market and return on investment faster than otherwise possible.
The client:
An entertainment and hospitality company with 300,000 employees.
The story:
In managing ongoing device leases, the client lost valuable work time to writing quotes, gaining approvals and processing leases. Additionally, two of the client's business units needed to optimize the device refresh process.
The client's device replacement model was characterized by wasted time and inefficiency:
- Quote requests were made via email, printed and manually reviewed and processed.
- Leases needed quarterly reconciliation involving aggregating serial number, shipment tracking and RITM data over three months.
- The reporting process was lacking, limiting valuable insights.
The solution:
Our team delivered Proofs of Concept (PoCs) to demonstrate our customized procurement capabilities, with offerings tailored to each of the two business units.
The client approved and proceeded to implement Insight tools and processes, including:
- Insight management for all client operating system needs for one business unit
- Refresh of approximately 10,500 devices throughout the client’s visitor locations
- Various device lifecycle services, from client-reserved inventory and device kitting to custom e-procurement portals
Our work helped the client see substantial efficiency gains, saving 20-30 minutes per order — 20-24 hours per month — resulting in value that can now go back into the company.
2. Support for devices enhances the user experience.
While many take the mindset of “if it's not broke, don't fix it”, true leaders understand that providing value drives value. Equipping users with tools to help them do their jobs well is a large contributor to a company's overall success. A good user experience trickles into a positive consumer experience — the hallmark of a reputable brand.
Having a device services partner to optimize your device environment not only improves overall efficiency but also serves your workforce with a user-friendly experience. Workers equipped with their preference of devices are more productive and satisfied. And a productive, satisfied workforce is key to stronger customer satisfaction.
The client:
A national financial institution with more than $250 billion in assets under management.
The story:
With corporate, branch and retail offices across the U.S., the client's device and software requirements are extensive. To create a faster, more reliable and user-friendly technology environment, the client needed to streamline and simplify the entire device lifecycle and move toward a modern device management and provisioning solution.
The solution:
Insight has created a program for modern device management and provisioning through hardware and software catalog integration and software asset management, helping the client push its vision forward.
With Insight as its device services partner, procurement is simplified through our online procurement platform that enables purchase of various OEM devices through a single point of access.
Insight supports the bank's entire device ecosystem, which encompasses more than 80,000 endpoints, including desktops, laptops, tablets and more.
The client now enjoys increased efficiency in device workflows — and seamless and timely device refreshes for a work environment that promotes productivity and satisfaction for all.
3. Device management services simplify device workflows.
One of the most compelling reasons to update your device management strategy is to enjoy the benefit of simplified workflows across the device lifecycle. Procurement alone is a tedious process of requests, approvals and negotiations. Insight's procurement platform transforms the purchasing process by removing the barriers between vendors and lines of business.
Eliminating the back-and-forth that slows down acquisition, and providing expert services across preparation, deployment, maintenance and more, Insight streamlines the device lifecycle, making it easier to achieve the agility and innovation you need.
The client:
A renowned, multinational hotel group employing 425,000 people.
The story:
As an international hotel group, the client needs reliable, uninterrupted device lifecycle services across hotel operations. It also needs to support the standard of customer care that has earned the company its prestigious reputation — connectivity and uptime are critical, as are speed and convenience.
The client sought proposals to manage devices in China, EMEA and the UK. But, with exceptionally specific requirements, Key Performance Indicators (KPIs) in keeping with the group's high performance standards and differing Service-Level Agreements (SLAs) across regions, the client knew few vendors would be qualified.
The solution:
Insight has provided device refresh services for the hotel chain in the U.S. for several years. When the client sought proposals for device management internationally, our team stepped up with a highly customized plan including region-specific delivery models and solutions to provide exceptional service levels across all regions.
Today, we provide:
- All services to support device lifecycle needs for hotel operations, and desktop device services and provisioning for the client's corporate offices
- Support for more than 240,000 client devices in North America alone, providing all OEM warranty support and forward stocking locations
- A customized procurement catalog and support for processing contracts, managing multiple currencies and submitting requests to integration labs and refresh teams
- Deployment of devices from multiple OEMs across the client's business
- Handling of maintenance requests, which are ticketed directly to Insight Command Center for field service needs
With device workflows handled by our team, the client is free to focus on performing daily tasks without interruption or inefficiency, allowing for the exceptional business performance the company is known for.
Partner with Insight for professional device services. Insight offers valuable support throughout the entire device lifecycle, from readiness to end of life. Our device services professionals can help you consolidate vendors, drive down costs, keep devices updated and drive value across your entire device ecosystem.
About the author:
Dan Schneider
Director for Connected Workforce Solutions, Insight
Dan is a results-driven business leader with more than 28 years’ experience in the IT and consulting industries. As a professional change agent, he has held CIO, CTO and SVP titles in customer-facing, service provider and consulting organizations. In working with Fortune 500 and mid-market companies, he has learned the importance of creating positive business impact and successful outcomes for companies in a variety of industries. Dan understands that traditional IT strategies fall short in the face of today’s specialized demands. True success requires new ways of working to bridge current gaps and address future needs.
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