Managing Specialty IT Maintenance

Benefits: Control repair execution; Streamline process for associates; Gain management visibility

THE CHALLENGE

For efficiency and economy one of the world's leading suppliers of analytical instruments and laboratory equipment wanted to streamline and improve the maintenance management process for key specialty technology equipment across its North American platform of major distribution locations.  These facilities are strategically situated across the continent to provide exceptional service to client organizations.  The company’s goals were:  1) make it easy for staff across its large footprint to manage IT equipment maintenance day-to-day, 2) devise a maintenance strategy for improved equipment uptime, and 3) deliver cost savings

THE SOLUTION

These DCs are home to upwards of a thousand high value, mission critical specialty IT devices including enterprise mobility scanner/radio devices, printers, and the like, which are essential to the customer order fulfillment function.  A partner organization approached Lexicon with this challenge initially because of our technical capability with this type of technology.  However, as the engagement began, the team realized that our RepairEngine® platform could also ensure effective up-time support (by integrating/managing a spare pool program) and deliver economy and ease of use for client team members.

Our RepairEngine® team loaded the more than a dozen client locations, and the nearly one thousand assets onto the web-based maintenance management platform and created repair profiles or “rules” for each client asset.  Based on the device’s serial number, specific directions to the client team (where to direct the unit for repair, for example) and to Lexicon’s team (to whose attention to direct an “advance replacement” device, and how to ship it, for example) are automatically generated.  Automated alerts are emailed to notify appropriate team members so that the maintenance program performs (and delivers equipment uptime) per the client’s specifications – without exception.

When client needs changed and a technology refresh occurred, we created new “repair rules” in RepairEngine® to take advantage of a favorably-priced manufacturer-provided extended warranty program.  The new routing logic (for affected devices) is automatically communicated to team members who ensure that the correct execution occurs.  Thanks to RepairEngine®, no one has to “remember” what to do.  And since all critical assets are managed on the RepairEngine® system, execution and admin couldn’t be easier for client-staff day to day.