ISG helps a manufacturing company improve its end-user device management via a Device-as-a-Service agreement.
A global manufacturing company designs, develops, engineers, manufactures, markets and sells machinery, engines, financial products and insurance to customers via a worldwide dealer network. It is the world's largest construction-equipment manufacturer. The company has more than one hundred thousand (100,000) end-user devices across the globe. It identified user satisfaction, standardization, security and productivity as its major challenges.
The company engaged ISG digital sourcing services to assess end-user device management. It wanted a solution which would improve customer satisfaction, productivity, security and overall device management. Ultimately, the company is looking for improved internal customer experience, cost reduction, speed and realizable value.
ISG took a different approach to sourcing by not issuing a request for proposals (RFP). Instead, we worked directly with the company’s suppliers to build a digital solution to alleviate the issues at hand.
ISG quickly realized that company had nonstandard environments, resulting in a high cost to support end user devices with low satisfaction from the end users.
ISG worked with the suppliers to come up with a persona-based solution. We also leveraged the concept of Zero Touch for the devices to provide high satisfaction to the end users.
The solution included a digi hub with digi lockers, machine learning and artificial intelligence to predict device failures and enable self-healing of such failures. The solution’s automation was powered by tools such as Nexthink and Autopilot.