In collaboration with Dell Canada
Deployments were to be completed in a manner that did not disrupt the day-to-day operations of the stores.
Installations were limited to 4 business days per week
The client required the back office computers (between 1 to 15 per store) replaced across all of its 665 retail locations located across Ontario. They embarked on an extensive selection process in terms of the technology/solution that would be in keeping with the client’s requirements. Dell was the chosen technology provider tasked with completing the deployments across all sites.
Dell has been a channel partner of Jolera for over 8 years and we have worked together successfully on several projects and solutions. The RFP submission for the client’s opportunity was a collaborative effort, with Dell proposing the technology solution and Jolera working with Dell to co-scribe the deployment approach.
In total, there were over 2500 units to be staged, imaged, tested, shipped, and deployed; and a total of 3000 units to be retrieved from the store and retired (involved data destruction).
All of this had to be achieved within 60 days, given a delayed start to the project due to a protracted due-diligence process; the client had a hard constraint beyond the 60-day mark. Deployments had to also be done in a manner that did not disrupt the day-to-day operations of the stores.
Needless to say, such a complex project with so many moving pieces and multiple measures of success requires a significant amount of coordination, focus, planning, controls, excellence in execution, real-time course correction, effective project management, and transparent communication.
Jolera has built relationships with several partners that complement and augment our own capabilities with a clear sense of reciprocal value and leveraging of strengths. We called into play some of these partners specifically leaning on them for what they do best, while Jolera still owned the accountability of the delivery of the project.
- Requirements: Jolera worked closely with the client in order to determine the full extent of actions required, documented them and vetted them through a couple of pilot stores.
- Scheduling: We worked with the client in building a robust roll out schedule that accounted for specific variables: store days/hours of operation, known outages, geographical location, number of devices to be deployed, etc.
- Supply chain & logistics: We engaged a couple of partners in order to manage the forward and reverse logistics. Jolera worked with TechData to establish the DOA testing, imaging, staging, quality control, and shipping rigors/schedules, and in tandem worked with OEM Corp. in order to cement the reverse logistics for retrieval of the legacy equipment. These needed to be executed very carefully since the success of the deployments hinged significantly on having the right equipment (and count) onsite ready to be deployed.
- Resourcing: We determined the number of resources required for the deployments and worked with our staffing partners to shore up additional resources by geographical location (incremental of our own staff).
- Training: We built the technical training documentation for the resources and ensured that all of them were trained, tested and certified prior to being engaged for deployments. The test scores were shared with the client in order to build confidence and ensure transparency.
- Tech kits and spares: Jolera, at the onset of the project, built a risk register and had identified faulty cables and machines as being one of the risks to successful completion of deployments onsite. In order to address these risks, each technician had a kit issued to them that included spare cables and spare (and tested) full units which could be used in the event that the machines that were shipped to the site were faulty. Also included in the kits were cleaning supplies, cable management tools, power bars, etc. In essence, we accounted for all items required in order to ensure successful deployment and to minimize/eliminate the need for revisits.
- SharePoint site: With all of the decision makers and the client’s IT team being in Toronto, it was important to increase visibility to the actions on the field and give them real-time access to the details of the deployments at any given time. We defined and collaborated with our development team to build a SharePoint site that acted as an active collaboration tool for the entire project team. The technicians would check-in when they got onsite, upload pictures on completion of deployment, upload the sign-off form, the serial # of the devices deployed, and check out when leaving a store. This site was integrated with the supply chain details as well. The client relished having such real-time information on demand and it truly allowed for a greater level of collaboration.
- Reporting and cadence: Daily meetings and reporting of deployment statuses kept all involved abreast of progress. These forums also ensured real-time issues management and allowed us to build positive momentum across the entire project team.
- Cost control: We built a robust tracking mechanism for all variable cost items, thus ensuring that we were on top of all spends throughout the project. This was necessary, given all of the moving pieces and ensured better decision making.
Blackout window was introduced midway through the project which reduced the total number of installation days – resulting in scheduling changes.
Average store Satisfaction rate
Site success rate
Technician Training Score
Special Thanks to our external partners at Jolera and Dell for being proactive and coming up with innovative solutions to improve the installation process and for accommodating all our requests and changes throughout the rollout, not to mention venturing out in winter conditions to perform the upgrades.Store Manager
I will take a very long minute to call out the fantastic work done by the team at Jolera… This was never in doubt… we’ve completed many successful projects in the past and we will continue to be successful in the future… Jolera, your team is experienced, they work hella hard, and they truly work together as an efficient unit… I know you hold the team to a very very high standard… It shows… Thank you for that… Dell Canada