TRG began serving as a central point of contact for the management of the company’s printers and barcode scanning equipment, and shortly thereafter, began providing help desk support for this technology. 

Despite the complexity and size of this transition, TRG was able to maintain the company’s productivity and performance levels. There were no hiccups in the process due to devices not being available or as a result of devices being in repair for too long, and employees were able to continue using the hardware they needed while staying focused on their goals.

By consolidating hardware repairs and help desk support with one provider, the trucking manufacturer has been able to save a significant amount of money — $700,000 to $800,000 per year, on average.

Not long after the initial transition was complete, we were asked to provide ongoing service and support for new hardware purchased directly from an OEM. Most of these new hardware purchases — printers, scanners, truck mounts, etc. — begin in Europe where the company is headquartered. Their corporate office identifies and reviews new hardware, then makes recommendations to U.S. locations on what equipment to purchase. 

Once procured and installed, TRG provides support and performs onsite evaluations, managing more than 4,000 handheld devices and printers in total. For units that are out-of-warranty or covered under our in-warranty repair authorisations, we perform the repair ourselves. If the item is in-warranty or we are not authorised, we manage the logistics to and from the OEM. 

We also provide replacement parts for various devices. Prior to working with TRG, the company would have had to rely on several different suppliers and partners for support in this area. Thankfully, they now have a single source for replacement parts and service. As a result, lead time has improved dramatically, allowing employees to get their devices repaired and operating faster than ever.