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TEKsystems installed and configured multimedia displays at nearly 5,000 stores nationwide within a period of 26 weeks. Over the course of the deployment project, we provided more than 600 technicians each week and more than 48,000 man-hours in total.

The client, a leading privately held computer technology company, delivers innovative technology products and services to their clients around the world. TEKsystems has been a trusted IT services provider for this company since 1998.

Dropbox, Google Voice, Office 365, WebEx


As companies in any industry fall short of reaching business objectives or fail to thrive in the shifting marketplace, company mergers and acquisitions become a regular facet of normal business cycles. Melding large organizations together can bring about a multitude of business benefits—including increased market share, diversified offerings and reduced competition—but it can also be accompanied by challenging organizational growing pains, such as navigating how to pare down duplicate business operations, integrating different infrastructures, and retiring or merging product offerings.

It’s important for growing companies to find the best way to combine the strongest components of the conjoined organizations and quickly deliver new products and services to market to enhance their business strategies, without compromising quality. These emerging offerings can be a critical step in advancing an organization’s ability to grow and succeed, and a vital differentiator in an increasingly competitive free market.


A large multinational telecommunications corporation (referred to in this case study as Company X) had recently acquired a new service provider and planned to roll out a new entertainment bundle nationwide in the coming months. The proprietary technology compilation would provide customers with entertainment content and Internet, television and phone services across multiple devices (e.g., computers, televisions, smartphones and tablets). The recent acquisition had already been publicly announced, so it was critical Company X bring the new offering to market as quickly as possible to gain market share and help maintain their reputation as a leading full-service telecommunications provider in a competitive landscape.

To streamline the release of the new product offering to existing and new customers, Company X needed to install and configure displays at approximately 4,800 retail stores nationwide to demonstrate the product’s functionality across various consumer devices. Each store kiosk would need to be outfitted with the proper hardware and tested to ensure optimal performance prior to going live. Due to the heightened urgency to roll out the product nationwide within a condensed period of time, Company X needed all site kiosks installed, configured and tested over a 26-week period—an aggressive timeline given the scope of the deployment.

Company X would rely on their existing relationship with a large computer technology company—our client—to acquire the necessary equipment and hardware (i.e., televisions, tablets, phones and CPUs) for each site display. But due to the deployment scope and timeline, the client sought a services partner to support the actual hardware installation and software configuration at the 4,800 stores. This would be a major undertaking and require extensive coordination on the front end to orchestrate the overall project logistics and scheduling, the high-volume of technicians needed, and subsequently properly configure all in-store displays so they were consistently installed and ready to go live within the desired timeframe.

Based on our proven track record delivering exceptional professional services, executing large IT deployments and the depth of our local market presence—a key differentiator given the high-volume technical workforce needed in each unique market—our client exclusively sought TEKsystems’ support for this the project. As a longstanding partner of both the client and Company X, we were selected for this engagement within two weeks of first being considered.


Drawing on our past experience conducting large-scale IT deployments, TEKsystems’ Technology Deployment service proposed a solution that would leverage our National Logistics Office (NLO) and be driven by a robust project team consisting of three delivery managers and 13 project coordinators. Our team would partner with our client to execute an aggressive deployment schedule and oversee every facet of the deployment to ensure all 4,800 stores were modified and configured as efficiently as possible and within Company X’s desired 26-week timeframe.

Vital to our success would be the oversight and leadership provided by our project coordination team. Our team of nearly 20 delivery experts and project coordinators would form the backbone of this engagement and ensure highly skilled technicians were available in each market, schedule changes were tracked and adapted as needed, and the project was completed on time.

Central to our solution would be the expansive effort to provide 600 technicians each week, totaling more than 48,000 man-hours over the life of the project. Our client would outline an initial site schedule based on the hardware needs of each location, and we would align the proper technicians to each site on their respective day. Approximately 90 sites would need to be visited every day to keep pace with the project timeline. Each worksite would require two technicians with expertise in end-user computing, network connectivity and troubleshooting to install and configure the multimedia displays.

We would leverage our NLO to streamline the nationwide recruiting effort throughout our local offices. The NLO would work with TEKsystems IT staffing recruiters in each market to source and screen skilled resources, and then ensure technicians were trained and ready to set foot in store when the schedule dictated. Working collaboratively with our client, our project team would speak with the NLO at least two times a day to track project developments, and coordinate and adapt the schedule as needed based on resource availability.

There were several inherent risks associated with a deployment of this magnitude and with so many fluctuating components, so we would take careful steps to mitigate each area of concern.

Consistent and repeatable installations at each site

Given the highly customized nature of this engagement, specialized training was needed on the front end to prepare technicians for site visits. We would create a consistent training experience for the 100-plus technician force to ensure repeatable and predictable deployments at each site. Leveraging WebEx and Google Voice, our team would design and record a training video to orient team members to project specifics, set expectations and validate technical capabilities. Each technician would be required to complete the video training course before being allowed to set foot on site.

Quality of work given the scope, aggressive timeline and number of stores

Backend technical support for issue troubleshooting and escalation would be available by phone across various time zones whenever technicians were in the field. This would help minimize the need for revisits to stores where work had already begun. Additionally, to ensure quality of on-site work, technicians would be required to take before and after photographs to validate kiosk functionality after installations were complete. Furthermore, Google Voice would be used to track and log technician check-ins and-outs and capture relevant site collateral, including verification photographs and a customer acceptance form signed by an on-site store manager to document completed work.

Completion of all sites within the condensed timeline

Our recruiting effort would be massive in scale and enable us to complete the project on time. We would leverage each of our local markets to source up to 20 resources a day in any given market. Our experienced project coordination team would work with our NLO to make sure resources were trained and available to align with the overarching deployment schedule. On a daily basis, our team would closely monitor schedule metrics, regularly communicate with the NLO and nearly 200 local points of contact in the field, and escalate any pressing matters to TEKsystems leadership when necessary.

This was a high-profile project for Company X and extremely important to company leadership. As a result, a manager working for the CEO’s office would hold daily calls with all third-party partners involved in the project to stay abreast of progress. TEKsystems leadership would also be provided ongoing updates as our relationships with Company X and our client were a top priority our company.


TEKsystems successfully installed and configured devices and software at 4,800 stores on time, allowing Company X to expeditiously release their new entertainment offering to market. Handling the logistics for such a massive deployment was complex, but through the oversight of our project coordination team and the support of TEKsystems’ NLO—along with the invaluable partnership with our client—we were able to provide more than 48,000 man-hours of technical support and conduct approximately 6,050 site visits around the country.

Given the large scale of the deployment, we first conducted a pilot program at 50 stores to measure efficiency and identity areas for logistical improvements. Following the pilot, we re-engineered the scheduling process to deliver several improvements and adjusted plans to reroute some of the same technicians in each market to multiple store locations. By scheduling site visits more efficiently, we were able to double the rate we reused technicians at multiple sites, reduce site installation times by 22 percent and deliver approximately $300,000 in savings for our client.

Throughout the course of the engagement, our team—in conjunction with the NLO—worked closely with the client to revise the schedule in response to changing deployment circumstances. In total, more than 6,050 site visits were completed by technicians. This takes into account original site installation visits and follow-up visits when work could not be completed due to hardware availability, resource constraints or site maintenance/ construction. Our team conducted daily site-readiness calls to ensure resources were on site when needed and that the proper equipment and hardware had been delivered. These touchpoints helped reduce the number of revisits over the life of the project.

The support provided by our NLO allowed us to seamlessly coordinate staffing efforts in every local market and ultimately provide more than 600 technicians per week, of which 350 resources on average were unique. By the end of the engagement, 91 TEKsystems offices in the United States had been tapped to provide resources. Figure 1 highlights some of our service achievements over the course of the project.


Daily

Weekly

Technicians deployed

100+ technicians (10 and 20 resources in each market)

600 technicians (350 unique resources)

Devices installed

400 devices

2,000 devices

Site visits

90+ sites

400 to 500 sites (233 of which were unique site visits)

Site-readiness calls

~100 calls

500+ calls

Both customers were extremely pleased with our overall effort and ability to execute such a difficult deployment schedule with so many complexities. All multimedia displays—totaling more than 2,000 unique devices a week—were installed and operational on time and with minimal impact to store operations.




NATIONAL FOOTPRINT AND DEPTH OF OUR LOCAL MARKETS.

Leveraging our relationship with more than 81 percent of the domestic IT workforce, we were able to provide a high-volume workforce to support every one of Company X’s retail stores. Our local market expertise, and access to qualified talent in each market, allowed us to keep pace with demand as the schedule dictated. Additionally, TEKsystems’ NLO played an instrumental role in coordinating local market efforts with our project coordination team’s ability to navigate changing project circumstances as they arose.

TRUSTED PARTNERSHIP.

TEKsystems has longstanding partnerships with both Company X and our client, the selected hardware provider for this project. Both partners recognized early on the value TEKsystems could bring to this project and the integral support we could provide leading up to the new entertainment bundle’s release. Stemming from our existing relationships, TEKsystems was the only partner considered for the deployment portion of this project, and we were selected within two weeks of initial conversations discussing project scope. Once underway, our team made it a priority to continually keep Company X and our client informed of progress, holding daily, weekly and monthly calls to update key stakeholders.

ADAPTABLE AND FLEXIBLE PROJECT DELIVERY.

Our team worked within a very aggressive timeline to complete device installations and software configuration work on time, so staying on top of rapidly changing schedule modifications was critical to our success. We remained responsive and flexible at every stage of the engagement, from evolving project logistics following our initial pilot to implementing process improvements throughout the project. This fluidity allowed us to capitalize on technician reuse rates, drive efficiency and deliver substantial savings to our client.