By Insight Editor / 7 Sep 2022 / Topics: Device lifecycle User Experience (UX)
Facts at a glance
Client industry
Energy
Challenge
Leaving the fulfillment and device lifecycle business to refocus internal resources on more strategic efforts
Solution
Comprehensive device lifecycle services, including PC and mobility procurement, provisioning, inventory and break-fix
Insight provided:
- Full-spectrum device lifecycle services
- Migration support for thousands of users
- Expedited device deployment
- SLAs to consistently measure and monitor service delivery
- ERP alignment with client’s ServiceNow
- Support for 25,000+ desktops and laptops
- Support for several thousand mobile devices
Insight services:
- Professional services
- Lifecycle services
Outcomes:
Download the client story
- 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
The client recalled our support for a Windows® 7 migration that happened several years back, which had helped the company successfully migrate and scale through thousands of patents, continuing 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 moving thousands of users to a new Operating System (OS).
For years, the client had handled PC repairs internally through several labs it owned and managed. Over time, it looked to Insight for support with more device services.
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.
One of the company’s North American business units needed to deploy thousands of smartphones 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.
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.
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.
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.
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