Client story Saving Time and Money With Streamlined Device Refresh Workflows
By Insight Editor / 3 Nov 2020 / Topics: Devices Procurement Customer experience
Facts at a glance Client industry: Entertainment and hospitality Size of company: 300,000 employees Challenge: Two business units needed to optimize the Apple device refresh process and eliminate inefficiencies in device management workflows. Solution: Insight built out a procurement platform integrated with Apple Financial Services to streamline the lease reconciliation process. Results: Quicker deployment and device replacement Less downtime and increased productivity 10,000+ iPad and iPhone devices supported More than 20 hours saved per month 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.
Deep diving into device challenges In early 2020, the company reached out for help because it was suddenly faced with unexpected device workflow issues. Together, we looked at its processes, bundles, standards and customer services delivery. We also assessed how its existing value-added reseller was working and what opportunities existed to streamline workflows and enhance customer experiences. We discovered that our client’s current approach generated a lot of wasted time and inefficiencies: Quotes were requested via email and needed to be printed, reviewed and processed manually. Because the company was using Apple® Financial Services leases under two- or three-year refresh cycles, leases needed to be reconciled quarterly by aggregating serial number, shipment, tracking and RITM data over three months. Reporting was severely lacking, limiting the insight that the company could glean into opportunities for improvement. Two of the client’s business units had been operating in this way to ensure the Apple devices and accompanying barcode-scanning sleds needed to properly support employees and customers were on hand. Any changes made would need to be tailored to account for differences between each of the two units.
Insight brings deep expertise and value across the device lifecycle.
The proof is in the procurement. After evaluating the client’s current processes and identifying key challenges, we presented the client with a formal review of our device capabilities. We also shared a solution design that would deliver the outcomes the client sought. The client’s leadership was enthusiastic about the proposed solution, but they needed to see it in action before committing to such a sizable changeover. Our team built out web portals for each business unit that included bundles and customizations, to demonstrate how robust and user-friendly our technology and processes are. We developed these Proofs of Concept (PoCs) in close conjunction with Insight’s Global Finance team as well as Apple® Financial Services to ensure everything was just right and could be implemented as-is. This is just the beginning. The client was thrilled with the PoCs and requested that we execute our plan as proposed. In recent months, Insight has: Taken over management of all of the client’s iOS® business for one of the business units Refreshed approximately 10,500 iPad® and iPhone® devices used throughout the client’s visitor locations Provided various device lifecycle services: Client-reserved inventory to provide buffer stock and quick-ship capabilities Device kitting with custom peripherals and chips Financing through Apple Financial Services, facilitated by Insight Customized e-procurement portals Our work has helped the client realize substantial efficiency gains. By using Insight’s tools and processes, the company is now saving 20–30 minutes per order — this equates to 10–12 hours per month per business unit, or 20–24 hours per month across the company. These savings represent time and money that can now be spent on activities that improve employee and visitor experiences, drive new business and modernize operations. As the client team looks ahead, they know they can turn to Insight as their strategic partner. We’ve shown that we truly want to help the company transform and drive efficiencies, and that we have the resources and expertise to do so.
Do more with your devices. See how Insight delivers modern device management that drives down costs and improves the user experience.
