Glotel began staffing resources with this Fortune 50 Company in November 2007. The client awarded Glotel supplier status of their lease program to acquire their laptop and desktop assets.
Glotel entered into a partnership with the client to manage all activities associated with this project, which is referred to as PC Refresh.
The client needed to meet lease-end dates to avoid any penalties that might ensue from the vendor, a multinational technology company that leases personal computers to major corporations.
The client’s strategy in this project was to stagger the leases of their equipment so that a manageable number of systems reached end-of-lease each year.
In the most recent cycle, 6,865 computers would reach end-of-lease: 2,080 systems on 07/01/2008 and 4,785 on 10/01/2008. The need was for these systems to be recovered and returned to the vendor.
The client was seeking a staffing supplier to provide contingent workers to configure new systems; migrate user data and settings; recover the end-of-lease assets; and return them to the vendor prior to the lease end date to avoid lease penalties – all this with as little impact as possible to the users.
Satisfying the requirements
Our requirements are to identify desktop technicians and project coordinators, and to provide dedicated account management to ensure our client’s project goals, milestones, and challenges are met throughout the project. Glotel is responsible for providing resources in 20 sites across 20 states.
Conquering the challenges
Users are located across the country in various locations, both in company facilities and remote users working from home
Conflicting projects and implementation schedules
Inventory management for old and new systems
System assignments in asset management database are suspect
Using the following planning and processes detailed below, Glotel continues to conquer these challenges and deliver industry’s most qualified associates to this client.
Planning and processes
Metrics: To successfully meet the client’s challenging needs, Glotel established a metrics system for tracking all elements of the project – from the number of technicians placed according to number of systems at site to the number of systems a technician can refresh in a certain amount of allocated time.
Project management: Glotel assigned project lead technicians to the largest sites to manage technicians by geographic regions.
Tools: Glotel utilized tools such as imaging systems, Desktop DNA, security cleaning, and custom Scripts.
Validation and scheduling: Glotel directed users’ validation of their systems and escalation of scheduling issues such as “no shows” and “reschedules.”
Inventory and shipping procedures: Glotel takes into account all aspects of inventory for the client, which includes new inventory, recovered inventory and shipping.
The refresh process: There are four primary components to the PC Refresh Project. The technical names for these components are: 1.) Local Refresh-User in Facility; 2.) Local Refresh-Drop Off; 3.) Remote Refresh-User Self Migration; and 4.) Remote Refresh-Mail in. Glotel satisfied and continues to satisfy all four components of this project.
User satisfaction = client satisfaction
Each PC user scheduled for laptop refresh had the best experience possible throughout the process. The laptop user’s #1 goal was to not lose any data during the migration from the laptops with approaching lease end date to their new computers. Glotel’s delivery exceeded expectations and there was not one report of data loss.
Based on surveys this refresh received great reviews from the user community. In addition to client satisfaction of having zero data disruptions/user satisfaction, Glotel continues to ensure that all refreshed machines (old machines) are returned to the vendor on time to avoid late payment penalties.
In just 10 months of supplier status on this client’s account, Glotel has provided the client with 75 associates on the PC Refresh project. We anticipate a continued partnership and new business to come.