Challenge

The client struggled with inconsistent invoicing from previous partners, leading to frequent discrepancies and time-consuming audits. Internal teams were forced to reconcile billing issues manually, creating administrative strain and limiting focus on core operations. At the same time, their existing MDM platform lacked compatibility with modern Android systems, making devices difficult to manage and secure. Hardware reliability issues, driven by faulty OS deployments on critical scanners, resulted in frequent crashes and workflow disruptions, putting a major distribution center launch at risk. 

Solution & Implementation

Heartland stabilized the environment by implementing a certified repair program, leveraging first-party parts and centralized repair services to improve device reliability and turnaround times. Through the AlwaysOn Managed Services program, the team introduced structured RMA processes, spare pool management, and standardized device configurations using a “Golden Image,” while migrating the client to SOTI MobiControl for improved performance and scalability.

Execution followed a structured, phased onboarding supported by Heartland’s PMO, ensuring alignment and visibility from the start. Heartland also managed a seamless carrier transition, consolidated billing into a single accurate invoice, and responded rapidly to urgent issues like configuring devices, recovering “bricked” hardware, and completing large-scale updates across locations to restore stability.

Impact & Results

Heartland transformed the client’s mobile operations into a reliable, scalable ecosystem, enabling a successful distribution center launch and reducing downtime. With streamlined support, improved device performance, and simplified billing, the organization shifted from reactive troubleshooting to proactive lifecycle management, strengthening operational efficiency and long-term scalability.