TSSC’s asset management services provide hardware issues resolution and full field device support to end-users of Target SFA software.

Integrated with Target CaseTracker, the same application that serves the help desk also provides on-going reporting and management of asset troubleshooting, inventory monitoring, shipping and receiving events. TSSC utilizes rigorous SOPs to control the handling of all customer equipment, ensuring hardware investments are protected for all clients.

Hardware Acquisition & Logistics Services

• Hardware consultation on budgeting, evaluation, planning, and acquisition
  
  
• TSSC has relationships with hardware vendors (Fujitsu, Dell, HP, etc.)
  
  
• TSSC can also use client’s existing hardware vendors and support contracts
  
  
• TSSC offers a secure, limited access shipping and receiving center
  
  
• TSSC has relationships with the primary shipping companies (FedEx, UPS, Airborne, etc.)
  
  
• TSSC can also use client’s existing shipping vendors, accounts, and contracts

Asset Inventory Lifecycle Management

TSSC’s asset management services aim to maximize the up-time and usage and constantly monitor the lifecycle of a client’s device in the field

• Asset and inventory management services include acquisition, tracking, reporting, break-fix, and logistics
  
  
• Client hardware and spare pool inventories are stored in a secure, limited access, climate controlled storage facility
  
  
• As assets are received into the TSSC they are each identified, tagged, and entered into inventory as a return, a new acquisition, or as a spare pool entry

TSSC maintains records on all client devices and the associates that they are assigned to (spare pool included). Clients can also access their inventory information in real-time using the Client Support website which offers:

• Device origination information, purchasing data, technical specifications, and warranty information
  
  
• Hardware identifiers such as serial numberss, receipt date, and issuance date
  
  
• End user device-specific data such as company info, associate personal addresses, sales territory data, and configuration data
  
  
• Clients are offered real-time reports on the status of their equipment including shipments into and out of the TSSC using integrated shipping company data.

Device Configurations & Data Loads

• Data loads, software installation, testing, and certification processes are driven by SOPs
  
  
• Order and receive hardware and accessories from distributor / manufacturer
  
  
• Initial setup of device and diagnostics tests
  
  
• Asset tagging (barcode ID) and device inventory recorded (client may provide asset tags for hardware stored offsite or TSSC will provide same)
  
  
• Device imaging via cloning software
  
  
• Loading software, personalizing, installation and testing
  
  
• Data loads and data migrations
  
  
• Final QA testing and certification
  
  
• Release from configuration
  
  
• Progress and status reporting throughout configuration process

Repair-Replace & Warranty Management Services

In the event of a field device failure the TSSC can immediately supply a fully loaded, configured, tested, and certified device back to the end user from the spare pool.

• Perform diagnostics, confirm repair-replace is required, manage incoming device
  
  
• Manage all warranty processing and claims
  
  
• Create a new case in Target CaseTracker
  
  
• Backup device data to a temporary secure network area (if possible)
  
  
• Assign and build replacement unit from spare pool, update all related device management records while managing case accordingly
  
  
• Restore device data from temporary network back to replacement device
  
  
• Repair or forward to repair vendor to handle both warranty and non-warranty repairs
  
  
• Reconfigure, test, certify, and release back to end user
  
  
• Return operational equipment back to spare pool after repair
  
  
• Update case in Target CaseTracker, confirm receipt of shipment, schedule follow-up inquiry
  
  
• Report on spare pool impact

TSSC Diagram



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