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INSIGHT TECHTALKS


WEEKLY INSIGHTS TO HELP YOUR BUSINESS MEET SHIFTING TECHNOLOGY NEEDS






TECHTALK RETAIL REIMAGINED: MOBILIZING EMPLOYEES WITH CONNECTED ASSOCIATE


AS NEW TECHNOLOGIES CONTINUE TO EMERGE, LEADERSHIP PRIORITIES CONSTANTLY SHIFT.
FOR DATABASES, IT’S A CHALLENGE TO DETERMINE THE MOST OPTIMAL (AND
COST-EFFECTIVE) MANAGEMENT STRATEGY.




By Insight Editor / 20 Jun 2023 / Topics: Devices Workforce Mobility

 * 
 * 
 * 
 * 

Device as a Service (DaaS) is becoming more prevalent, optimizing the core
technologies employees use and streamlining customer interactions. But in some
cases, organizations don’t have the capabilities to deploy and manage their
device strategies. Enter Samsung Mobility’s Connected Associate program. This
program helps modern businesses integrate their hardware, software and related
infrastructure to empower employees in delivering exceptional experiences for
customers.

To experience this week’s episode, listen on the player above, watch the
conversation below or scroll down to read a complete transcript. You can also
subscribe to Insight TechTalk on iTunes, Spotify, Stitcher and Google Play.


Transcript of audio

Audio transcript:


RETAIL REIMAGINED: MOBILIZING EMPLOYEES WITH CONNECTED ASSOCIATE

Z

Welcome to another episode of Insight TechTalk. I'm your host, Zi Tinoco,
Manager of Diversity Leadership, and OD. Today we have Samsung in the house and
we're welcomed by Kate Kelley.

Kate

Hello.

Z

Today we're going to talk about device-as-a-service. Now, device-as-a-service
has been booming the past several years going from 4.2 billion in 2021 and we're
seeing it projected to go up to 18 billion in 2029. Again, more and more clients
are moving or transitioning to a DaaS service and we're going to talk about that
topic in much more. So, Kate, welcome to Insight TechTalk.

Kate

Thank you for having me, this is amazing.

Z

I saw you looking at the studio here.

Kate

I am, I am, I'm impressed. You've impressed me.

Z

So you've been to the office before. This is an area of the office you haven't
seen.

Kate

I haven't, this is the VIP secret area. This is the secret corner. If nobody's
been here, come here because it's awesome. But yeah, no, this is, I've been here
many times doing my job, I guess you call it, and I've never seen this, but it's
very impressive.

Z

I mean, and part of your job is connecting with clients, with customers, with, I
mean, the whole nine, right?

Kate

Right.

Z

And that is a big part of your role but also what we do here at Insight, we like
to connect with clients and technology and resources. And there is a program I'd
like to start off with. It's called The Connected, or the Connected Associate
Program.

Kate

Correct.

Z

Can you tell us a bit more about that program?

Kate

Yes. So the Connected Associate program is actually derived from a very large
enterprise win that we had two or three years ago, where we've shipped over 2
million devices. What we, it was a very convoluted program, it was a very
convoluted sale, that had a lot of customization to it, that we wanted to be
able to create a program that was easily digestible by not only the customer,
but also the inside reps and Samsung reps as well, to be able to deliver it to
their customers. But more importantly, it really was just the fact that we
wanted to align with Joyce's vision, which was to have you guys be the number
one solutions integrator. So this program incorporates hardware, software, the
Insight services, and the support structure of it, which is just, it's melody
right there.

Z

Melody right there. So it's an ultimate package, right? When we talk about a
program it's not just one thing, it's multiple things at once, right? And that's
kind of what this whole program's all about. You did mention though, this client
as an example, how did that even get started? Well, how did we even engage with
that?

Kate

Yeah, it was actually an HR initiative. And as opposed to most of the things
that we work with on the site, it comes from the IT department, but this was
actually a human resources initiative. The customer was Walmart, but you know,
we've had other customers that are on the SMB side in the commercial space that
have also taken interest in this. But basically what it was is they had an
extremely high turnover rate. Now, when you have a turnover rate, there is cost
associated with that to be able to hire people, onboard them, train them, as you
know. And so when you see a high turnover rate, and one of the reasons why
they're turning over is because we have not incorporated technology into their
environment. They're still in an archaic land, right? Of paper, pencil, or
having to walk back. I know it sounds silly, but having to walk back into the
back of a store to find out inventory, all those different types of things. This
helps their customer, it helps with the employee retention, but it also helps
with customer satisfaction because they get instantaneous information. And then
the employees feel, you know, they're not being yelled at, they're being able to
resolve an issue or answer a question immediately for them.

Z

Wow, I see a lot of benefits there, right? It's not only saving time from either
having to go to find the information or whatever's not available to you, but
also at the same time, I love that customer experience. I mean, we see that
everywhere nowadays, right? Where if you want an answer, you can instantly find
out. Earlier before you showed up, we were talking about, you know,
communication, connecting again. And when there's an argument or disagreement,
how easily we can even easily look up the right information.

Kate

We don't argue anymore.

Z

No, we've stopped.

Kate

There's no argument because I'm just going to look it up and show you that
you're wrong.

Z

It's like, "There it is."

Kate

It says it right there. It's the internet.

Z

And that is exactly what, what took place there, right? It really helped with
that retention and the customer satisfaction.

Kate

Right.

Z

Now, when people hear Enterprise, they think right away, I mean, they have to be
a certain amount. Does this, is this only for that type of customer or is it for
any kind of customer?

Kate

No, and so that's what I mentioned is that we had a great win with a company
called Tile Shop. Ainsley actually introduced, we did a training on Connected
Associate just of the Walmart win. We didn't have all the pieces of the puzzle
completed in regards to just pricing and all the components to it, but now we
do, which is really nice. But we got on a call with the CTO and the CIO, and
they had, you know, their issue was that, at the Tile Shop, for example,
customers would come in, and funny enough, my counterpart, Ty Hibbert, he was a
a client or a customer of Tile Shop at that exact time. So, he could attest to
the experience where he would go in and go into the Tile Shop and see that "I
like that tile." Well, they would have to walk to the back, look it up, walk all
the way back to the front, "Nope, we're out of stock of those, next choice." Go
to the next one, walk into the back, come back up. That's, "We have 'em, we just
don't have enough." Whereas now, they have the capability from their device,
they can check their schedules, they can clock and clock out, they can check
inventory, they're able to give them scheduling options. Everything is done
instantaneous for the customer, so that's the solution from the Samsung
perspective. But the other side of it is the part where we have the customer
that says, "Well, I want to do this. I want to be able to incorporate this
technology. But again, we still have high turnover rates and we are kind of
short on, we're short staffed of people, so how do I manage this? How do I
deploy this?" And that's where Insight comes in.

Z

Yeah, and that kind of, well, first of all, where was that technology when I
tried to get some shoes the other day? It's like "Do you have this in this size
shoe?" And they're like, "No, I got to go back and check again." I'm like.

Kate

Right?

Z

Man, this can take forever, right?

Kate

I know, back to Macy's, back in a mall, right?

Z

Yeah, what is a mall?

Kate

I don't have, I don't know, they just, yeah. (laughing)

Z

So, let's go into additional benefits. So, we already talked a little bit about
some of those benefits. I'm thinking, like you said already there's already
maybe a shortage of staff. How can somebody that is in that, in that scenario,
how can this be a big benefit for them? Can we go and unpack that a little bit
more?

Kate

Yeah, absolutely. And that's where Insight is a critical role for this because
we have the story, right? We have the solution from a technology perspective but
the piece of the puzzle that was missing was the delivery and the support and
management of the device once it's been deployed. And so, because the reason why
Insight won the Walmart business, is because of the services, right? They were
able to show and prove out that they were able to do it and able to do the
capacity of it. But basically what we've built into the program is the ability
to have them do product lifecycle, right? So at Hanover Park, I've visited that
so many times. Bryan Heraty, great guy, where we have looked at the lines, the
ability to do the staging, the kiting, the retrieval of devices, right? So if an
employee leaves, they're able to get those devices back. They can also do the
repair facilitation for us, right? 'Cause part of that is a device exchange
program that's built into there, as well. You have the service desk, right? So
the customer is able to use ServiceNow to have any claims or have any type of
issues. Insights tier one, tier two, with an escalation path up to Samsung's
tier three, just in case there's a actual server issue that's happening on our
side that needs to be escalated and a claim done. They've also incorporated
spend management. So if these devices are activated, right? So if they do give a
one-to-one, they want to activate it, Insight has the capability of negotiating
the contracts with the carriers, looking at the data usage, making sure that
they're on the right calling plan, all those different types of things. So we've
really thought of every component to it to be able to say, "We can manage it for
you and we can deliver it for you and we can prove this to you."

Z

Wow, so it sounds like, again, there's not, you know, no size too small or too
big, right?

Kate

No.

Z

We can handle any kind of size business. And also the only thing I took away is
that, over time, it kind of pays for itself because they save with the
retention, the customer satisfaction, more and more clients or customers coming
through the door. I mean, that just seems like it just, you know, it's just a
win-win.

Kate

Well, and I, and I'll say this, years ago, I've been in this industry for 23
years, I know that's aging me right now, but it's true, it's 23 years. But I
worked at Verizon, and 15 years ago is when I worked there, and back 15 years
ago, it was, to hire a new employee, it was $10,000 because they would go
through a five week program. So we actually have a calculator that we have
created that can be filled out with the customer. What is your employee count?
How many of them are full-time? How many are part-time? What is the cost to be
able to hire somebody and onboard them? And we can put together an ROI of saying
"This is how much you're going to save. So right now your turnover rate at 40%,
what if we were able to get you down to 36%?" And we are able to calculate that
and say, "This is how much it's going to cost you to implement it, but this is
how much it's going to save you." And so it's right there in front of them,
which is really nice.

Z

That is nice, that's really nice. So, as we're coming to a close, where can they
find more information around this topic or this program?

Kate

So, we have an ebook created that is readily available. We also have information
on our storefront, so please visit the storefront. We also, obviously you can
contact me, myself, Kate Kelley. We have my counterpart, Ty Hibbert. He's also
very knowledgeable about the program as well. Albert Pinon is our BDM very, very
well versed on the program as well. We're more than happy to jump onto calls
with customers and discuss it. We've created a deck that goes into very, very
detail of it, but we've also given them, created decks that are kind of an
overview, and then be able to take, allow the customer to kind of take it back,
digest it a little bit further of the components to the program.

Z

Well, awesome, excellent. Well, good information. Again, we unpacked
device-as-a-service today. If you want more information around this topic, visit
our Samsung storefront. You'll also find the information on the ebook that was
mentioned today. 'Till next time. 


LEARN ABOUT OUR SPEAKERS

Z TINOCO

Diversity, Leadership & OD Manager, Insight

Z Tinoco is a diversity, leadership & organization development manager who
believes in building teams, inspiring minds and creating authentic connections.
He helps people reach their goals and find success through humor, leadership and
a diverse mindset.

 * Linked In

|Read more posts by Z



KATE KELLEY

Sr. Manager, B2B Enterprise - Insight Account Management, Samsung Mobility

Kate has over 23 years of experience in the wireless telecommunications
industry, including Verizon Wireless (9.5 years), Blackberry (5.5 years) and
Samsung (7 years). Kate joined the channel team at Samsung three years ago,
where she manages Samsung’s channel partner relationship with Insight.

 * Linked In

|Read more posts by Kate






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