Client story Transforming Device Management in the Healthcare Space
By Insight Editor / 6 Nov 2019 / Topics: Devices Mobility Featured
Facts at a glance
Client industry
National healthcare provider
Size of company
40,000 employees
Challenge
The company needed a robust mobility management solution that could provide regular device maintenance, field support services and large-scale technology deployments to hospitals and home healthcare organizations across the country.
Solution
- Insight Managed Mobility
- Warehousing and lab services
- Managed Deployment
- Lifecycle services
Results
- 35,000+ devices supported annually
- Regulated documentation processes
- Improved asset management & inventory control
- Client projected savings of $600,000 a year
Solution area:
Insight’s Connected Workforce solutions are a suite of end-user compute offerings designed to simplify IT management while improving connectivity and collaboration.
Solution
As the saying goes, when you want something done right, do it yourself. One national healthcare provider found this to be true in regards to technology configuration and deployment — that is, until it encountered issues with scale.
There had to be a better way.
With hundreds of locations nationwide, the company needed a device management solution that could support multiple, high-volume projects on top of day-to-day operations. Self-management seemed like the only option.
However, the company’s configuration center suffered from inconsistent documentation and unreliable inventory tracking. It was also limited in its ability to scale for large deployment projects. With a fixed number of resources and space, there was only so much room available for device configuration.
Though it had tried to outsource this process in the past, no vendors could do the job as well as it could, nor handle the sheer volume of business. Still, it needed a better, faster way to configure and deploy mobile devices.
The company needed a device management solution that could support multiple, high-volume projects on top of day-to-day operations. Self-management seemed like the only option.
Gaining the freedom to scale
Everything changed when the organization connected with Insight. Since we had a procurement relationship dating back years, the business wondered if we could handle its mobile device management as well. Though the project would take careful planning, we were up for the challenge.
We aimed to take on all of the client’s device management needs, including: procurement, provisioning, deployment, field support, break/fix and asset recycling. Yet, we also needed to support special deployment projects, the first of which called for 6,000+ iPad devices.
Our National Repair Center in Chicago wasn’t equipped to handle such high volumes from a single client. So, we set up dedicated bench space in our labs next door to serve as a custom configuration center.
By leveraging our labs and dedicating additional resources at that location, we were able to scale on command to support varying workloads. In the end, we won the client’s business.
Overcoming roadblocks along the way
Of course, no journey is complete without a few bumps in the road. After an acquisition, the client split into two companies during the course of the engagement. As a result, we had to execute two separate contracts, while ensuring the same high-quality service delivery for both entities.
While one company continued to use Apple devices within its hospitals, the other business needed a new solution. Focused on home health care, the other company needed to deploy devices that would be compatible with its Android-specific apps.
Through an advanced exchange program, we gave the company the option to sell its used Apple devices and apply the trade-in value against the cost of new Samsung devices. With this tailored solution, we were able to help the company complete the project in a way that was nearly cost-neutral.
Our team is still working diligently to help both companies through the transition. At this point we’ve created separation between the billing, inventory, asset management and ticketing systems.
Realizing the benefits of managed mobility
By taking over device management, we’ve helped both entities save a significant amount of time and money, while providing the freedom for them to scale on command. With our solutions in place, both companies are projected to save a combined estimate of $600,000 a year.
In addition to cost savings, we also provided improved documentation processes and inventory management. According to Insight National Repair Center Manager, John Rakipi, “asset management and inventory control were major issues in the past.” Now, with the new process, “we reach out to them if we feel like any of their stock is running a bit lean so they always know where run rates stand.”
Though we were originally contracted to manage 25,000 devices annually, that number has since increased to around 35,000 devices annually.
