Name of Client: NCR Global Solutions
Type of Client: Systems integrator
Industry of End-Customer: Oil and Energy
Timescale: 5 months
Neeco was hired to install 3G/4G capable routers at around 900 Shell sites geographically spread out over several countries of Europe. In order to meet the challenging price and timeframe of the project, the end-customer needed trained engineers capable of installing the solution in under an hour. The level of training the engineers required meant Neeco could not use many different engineers for each site, just a small pool with daily routes scheduled using algorithms to cover as many gas stations as possible each day.
REDUCTION OF TIME SPENT ON SITE
SITES PER DAY INSTALLED
NCR Global Solutions Limited operates as an enterprise technology provider. The Company designs, develops, and produces application software, hardware, and other related services for banks, retailers, restaurants, small business, and the telecommunications industry. NCR Global Solutions serves clients worldwide.
The client needed to install small 3G/4G capable routers at around 900 Shell sites (gas stations) to provide backup connectivity and run failover tests. The sites were spread throughout the Netherlands, UK, Luxembourg, France, as well as some in Hong Kong. The challenge was to meet the price and speed of the installation – the end-customer needed trained engineers capable of installing the solution in under 1 hour, therefore achieving the low and fixed price per site. Another challenge was to get the trained engineers to the sites that were spread over a wide geographical area. Neeco required trained engineers with experience of this solution and could not use different engineers for each site.
The Neeco Solution
Neeco used a small pool of fully trained engineers (2-3 per country) and scheduled their daily routes using algorithms to cover as many gas stations as possible during each day. The customer had their own engineers, but Neeco’s solution was more flexible and the planning more precise, making outsourcing the project more efficient and economical.
Overall installation times could take longer than expected due to issues that were out of Neeco’s hands – for example, site managers might not be willing to let engineers work if the gas station was full of customers, resulting in longer installation time. Engineers attending one site after another could run into scheduling problems if there was a delay at any of the sites in the chain.
Neeco was able to achieve an average time spent onsite of under 40 minutes, which would not have been possible using a large pool of engineers. This resulted in better end-customer satisfaction (gas station managers dealt with skilled engineers who could explain the whole procedure and solve any issues from previous experience) and shorter downtime on each site (gas stations were not able to accept credit card payments during certain testing). Neeco was not initially responsible for hardware distribution (at each site the hardware should have been waiting for the engineer onsite before arrival); however, it ended up distributing the hardware to the sites as well, because customer distribution was not working properly. Neeco integrated this new scope of the project into the delivery workflow seamlessly.