TSI’s client is a major discount retailer, located in 47 states, with affordable products in every category of furniture, food, and décor.
Given the number of locations across the country, this retailer required a single source for an advance exchange contract, in addition to the ability to provide and ship consumables such as cables and batteries to a large number of stores across the country. In the past, they had been sending each piece of equipment, in need of repair, to its respective manufacturer, which became a very cumbersome and inefficient use of employees’ time. Also, being a large retailer, they needed custom reporting to keep track of their assets and billable items.
TSI provided an advance exchange repair solution to minimize the client’s downtime. With this agreement, a replacement device was shipped out to the location the same day it was requested, for next day delivery. The replacement device was ready right out of the box configured with the customer’s exact specifications by certified repair technicians dedicated to the account. This became a cost-effective way to manage products needing repair, particularly with widely dispersed locations. Given the multiple types of equipment being used, such as POS displays, payment terminals, receipt printers, portable printers, and flatbed scanner scales, to name a few, this enabled the ease of repair with multiple types of equipment from multiple manufacturers, all repaired at a single location. Similarly, TSI’s custom reporting package allowed them to manage their assets throughout the entire process.
The streamlining of repair orders greatly reduced the amount of downtime, thus positively impacting the delivery of their service. With the advance exchange agreement, TSI was able to replace the unit overnight, unlike a manufacturer that would repair and then return a unit within a designated time period. In addition, with TSI’s custom reporting capabilities, a recurring problem with a printer that resulted in a high failure rate of 60% per year, was upgraded to a unit that provided less mean time between failures, resulting in a significantly lower rate.