The Challenge
With affiliates operating in more than 30 countries including the United States, the Client is a US wireless provider with over 67 million customers internationally. The Client began an evaluation process to outsource their total Desktop Refresh Solution for strategic locations. The main goal was to select the Solution Provider who could support and manage the complete process from acquisition of new equipment to redeployment of old systems within a specified timeframe.

Service: Desktop Refresh

Delivery:	Installation:	Redeployment:
Scheduled shipments of systems/monitors/components; systems pre-imaged and asset tagged.	Onsite set up of new equipment at end user's desk; boot up test/quality check for performance.	Package and removal of old systems; scheduled delivery to designated storage facilities.

SHI's inclusion in Vendor selection for the opportunity was based on SHI's proven record of success as the Client's primary software and hardware supplier, SHI's total experience with almost $1 billion annually of hardware sales, and unlike OEM's, no vested interest in selling a specific brand of desktop, laptop or server. In addition, the Client's current Service Provider was considered due to tenure. Upon completion of a bid response evaluation, SHI was proud to be awarded the project for the Client's Complete Desktop Refresh Solution.

The Solution
Adhering to the Client's strict timeframe for project completion, SHI successfully delivered, installed, and redeployed all required systems and applicable components for multiple locations throughout the U.S. SHI's Service Responsibilities included:

• Pre-Configuration of New Systems: Units custom imaged and upgraded with additional memory
• Asset Tracking: Serial numbers for new desktops provided to Client in advance of product delivery to streamline onsite installation and future asset management requirements.
• SLA: Upon delivery, 1 business day turn around for onsite installation of new system and removal of old equipment
• Centralized Contact for Complete Project: One point of reference to discuss and clarify all related project issues

SHI's Project Team consisted of:

Project Manager, MCSE	Certified PC Technicians Level I/II-Configuration	Certified PC Technicians Level I/II-Installation	Redeployment Team
Main contact for entire Refresh Project for both Client and SHI Project Team. Daily and weekly conference calls/meetings for review, insured SLAs were met with quality service.	Imaging and upgrades completed in SHI's static-free and climate controlled Configuration Center. Asset tag and serial number capture per system	Equipment check for completion of product order. Set-up of new unit, boot up/quality check to ensure in good working condition.	Boxed up old equipment and delivered to designated location(s) for future redeployment per Client's instructions.

In order to ensure quality and the SLA being met, SHI stocked new systems according to predetermined normal run rate in SHI's Warehouse located adjacent to SHI's Configuration Center. An additional quantity of product including monitors was provided to the Client for emergency needs due to the possibility of DOAs and/or shipment errors resulting in broken equipment. As part of the overall Project Plan, SHI reviewed the set up of each applicable Client location including loading docks, elevators, and office/cube set-up for employees, streamlining the final delivery Schedule. Onsite, installations were done off-hours accommodating Client end user schedules. There was no disruption to the Client's daily business. Old equipment was removed at the end of each day with scheduled pick-ups for future redeployment maintaining a clutter-free facility for the Client.

The Result
Upon completion of the Client's Complete Refresh Project, 4,500 desktops, monitors, and related components were successfully deployed at the Client's strategic locations and all retired product delivered to additional Client facilities for future redeployment. For all pre-configured and imaged desktops DOA rate was zero. A Project Review was done with the Client resulting in the following feedback about SHI's performance:

"(SHI) did a great job. You stepped up to the plate, provided excellent support and coordinated all aspects of your piece with professionalism."

Due to SHI's proven track record, the Client continues to work with SHI for future projects including additional Refresh & Redeployment, Rack-n-Stack, Asset Management, and Data Migration.