Securely Maximizing Value

Global Leader in Security Services Saves on Specialty Technology Maintenance

THE CHALLENGE

A world-wide leader in value-added security services for retailers and banks wanted to improve the field performance and its maintenance cost experience on an important family of high-tech “smart safes” used to manage cash in a wide variety of retail customer environments.  The client was concerned with the high cost of repairs associated with the touch screen digital display component of the system, as well as the high “scrap rate” they were also experiencing on the digital display.  The excessive scrap rate resulted in even higher total maintenance costs, since a replacement module was apparently the only answer in those situations.

THE SOLUTION

A Global Services Provider partner who provides field maintenance logistics throughout the U.S. for the client system suggested that our team become involved.  Lexicon’s engineering and repair experts worked with client engineers to understand the total integrated system environment of the smart safe, including the target component device, as well as functional requirements, performance specifications, ergonomics, power supply environment, etc.  Working with the client to analyze scores of devices, our repair engineers were able to discover root cause issues that lead to most of the failure events. 

Based on our engineering analysis, our experts designed repair processes that allowed us to repair substantially all of the digital touch screen component devices, reliably and at a much lower cost, than the client had previously experienced.  Some component failures were traced to incompatible power supply issues, so we worked with the client to implement a labeling/install process to reduce that problem, as well.

The New Bottom Line:  total repair costs reduced by 40 to 50% and scrap rate reduced to zero; the client will enjoy an annual “six figure savings” on this single smart safe family.