How a Customer-Centric Philosophy Drives Product and Software Development at PC Locs
23.06.22 in Blog, Industry News, Product News
Technology is changing faster than ever before. In this new era of digital transformation, mobile tech and smart devices have become an instrumental part of the change. Smart Lockers, for example, stepped up to the challenge of helping implement safe and efficient workflows in remote and hybrid work environments.
But as technology continues to rapidly evolve - and future transformations remain on the horizon - ensuring the products you buy and the software they come with are backed by a customer-centric company is essential. This means that consistent enhancements and new features will always keep you and your bottom line resilient, no matter what lies ahead.
At PC Locs, our relationship doesn’t end with our customers when they buy a product. Our Cloud-based Smart Lockers are device management investments with universal compatibility for your laptops and tablets that come with long term benefits to your company, and the cultivation of that relationship begins with our nimble and highly-skilled internal team.
To better control costs, some companies look to hire outsourced software development teams. At PC Locs, the agility we pass on to the customer is powered by our in-house development team instead. The benefit of direct communication and immediate support our internal team provides allows us to ensure that customer experiences are always at the forefront. Recent research has also shown that the link between software development and innovation is strongest for firms that develop software in-house.
Our smaller-scale company structure also helps in an age of rapid transformation. We’re able to both address and solve customer needs quickly and efficiently.
Here’s a behind-the-scenes Q&A with Vlad Vasilciuc, Director of Product Management at PC Locs, where we discuss how our customer-centric philosophy comes to life and why it’s important for us to always look to our customers for feedback at every stage of product development.
What do you and your team do as part of product management at PC Locs?
VV: I am the Product Manager at PC Locs, but also manage our in-house software development team. In this role, I am the bridge between the technical development teams, and sales, marketing, and customers. My job is to understand customer workflows, pains, and goals – and then work with a variety of stakeholders in how best to solve them.
What makes PC Locs a customer-centric company?
VV: We try and validate feature development at various phases in the development cycle. As we prototype, we reach out to end customers to validate that the changes we’re making are solving their pain points. We try to ground our product development on real customer data.
With tech advancing so quickly, how often are updates and enhancements being made to smart locker systems?
VV: When it comes to our PC Locs Cloud software platform and our Smart Lockers, we’re releasing enhancements on a weekly basis. Our releases may not always include features, but we are making incremental improvements to the platform. In doing so, we ensure that our systems are up to date and that our platform is as secure as possible. Improvements in any given release may include security updates, UI improvements, bug fixes, etc.
How is the PC Locs product team so nimble when it comes to bringing these enhancements to customers?
VV: All of our development is done in-house. From the physical, mechanical design, to the electronics, to the software and firmware – we have specialist engineers that do the research and development to respond to urgent requirements. Couple that with our access to customers globally, and we can get answers to questions more quickly than if we were relying on outsourced specialists. Outsourced development can lead to longer wait times between prototype phases as well as lengthy product feedback loops.
How has customer feedback impacted enhancements and new features at PC Locs?
VV: We follow a methodology that is “continual improvement, continual deployment.” That means that we are releasing bite size chunks of a feature, which allows for shorter customer feedback loops. As we release a small part of the feature, users can start interacting with it a lot earlier than if we were to develop the feature in its entirety. This means that instead of relying on assumptions, we’re able to get real-world use cases and validation as we develop, and we can change course as feedback comes in.
What are some features of PC Locs products that have emerged from taking customer feedback into account?
VV: To give some context before I talk about features, the key product category that I manage is Smart Lockers. Our current lineup of Cloud-based smart lockers for device management are designed for managing and charging laptop and tablet devices, allowing customers to automate the deployment and access to those devices.
One feature that we recently completed is the ‘External Users’ feature. This feature allows customers to connect their user directory to our system and automates who is allowed access to the contents of the smart locker compartments. So, in a check-in/check-out workflow, administrators of the FUYL Tower Smart Lockers can grant access to users based on their group permission set defined in their system. The benefit of integrating or connecting to their user directory is that the user administrator only has to manage one user directory – their own. There is just one source of truth. If an employee leaves their organisation, they don’t have to update users in other systems that may have a copy of their users. Once it’s updated in their user directory, it’s updating in all the other connected systems, saving them time, and giving them peace of mind that their access has been fully revoked.
How was the process of that feature developed?
VV: It’s very difficult to support integrating every user directory on the market as there are lots of them. So, we initially got some data on what the most popular user directories were, and then validated the data with a survey and customer interviews.
The results gave us a good starting point, but also recognised that the data was still limited. We developed with the idea in mind that we would have customers reach out to us after the release of the feature with feedback and additional requirements. And that’s exactly what happened. Because we allowed for this in our design, we were able to add additional requirements quickly.
How has the pandemic changed this process or priorities when it comes to being customer-centric?
VV: The pandemic has definitely made our process more challenging. Along with customer calls and surveys, we like to get out to customer sites and observe the product in use. But our situation isn’t unique, and just like many other organisations, we’ve had to adapt. We use a lot of online tools to get the feedback we need.
How did you ensure that PC Locs products are future proof?
VV: We ensure our projects are future proof by doing market research, watching tech trends, gathering sales and marketing feedback, and constantly talking to customers are methods that help us develop adaptable products. We also look at usage data and overlay that with what we are seeing and hearing in the field.
A “Textbook” Launch for Digital Textbooks
10.03.22 in Blog, Industry News, Product News
Vauban’s blueprint for a successful launch of their 1:1 Take-Home iPad program.
Background
Vauban is a private educational institution approved by the French Ministry of National Education. Located in Luxembourg, it was founded in 2017 from the merger of the French School of Luxembourg and the Lycée Vauban. It is part of Agency for French Education Abroad (AEFE), a unique network made up of 522* schools, located in 139* countries. With nearly 2,600 students in attendance, Vauban welcomes students from 3 years old to high school (Le Lycée). Their open and rigorous pedagogy ensures the mastery of fundamental knowledge, diversified training, rational use of technology, commitment to culture and attention to personal expression.
To support their approach to digital teaching and learning, students in secondary carry digital books on iPads, which significantly reduces the weight of student satchels. The iPad also allows teachers to make the necessary educational adjustments for children who, for example, benefit from a personalised support plan (PAP). To date, 1,600 iPads have been deployed for students and 300 iPads for teachers.
Planning Ahead
As part of this 1:1 mobile device program, each student becomes the owner and manager of their iPad. They are responsible for keeping their devices charged throughout the day. At the launch of this program, the Tech Team at Vauban had the foresight to implement the iPads and a secure public charging solution at the same time. Planning ahead has reduced some of the challenges–such as uncharged or stolen devices–that other schools have faced during their 1:1 take-home device program.
Solution
Mr. Sebastien Desjeunes, IT Service Manager at Vauban, met PC Locs at the London BETT Show and discovered the FUYL Tower Charging Locker. He saw value in the Tower’s public charging capabilities and the ability to provide a troubleshooting solution for students and teachers to charge their iPads securely during the day. The Towers work with the RFID card system that was already in place, making adoption of the solution seamless. Students and teachers are regularly and successfully using the Towers, and the program is running smoothly.
Public Charging Workflow
Vauban installed four FUYL Tower 15s in strategic places of passage like the school cafeteria and the hallways. One Tower is designated specifically for teacher use. Here’s how it works:
Securing/Charging a Device:
Retrieving a Device:
Future Planning
Part of the reason why Vauban originally chose the FUYL Tower solution is because of its future-proof design and its ability to adjust to multiple workflows: check-in/check-out, break/fix and loaners.
The next stage of the project is to equip four more grade levels with 1:1 iPads – which will bring their total iPad count to 2,600 and will include students ranging from elementary (L’Ecole Primaire) up to high school (Le Lycée). Vauban recognises the strain an additional 1,000 devices will put on their Technology Team, so they plan to launch 4-8 additional FUYL Towers. The Team will use those Towers to automate their device exchange and equipment lending process by utilising the PC Locs Cloud. The web-based Cloud platform will track and manage access to any assets inside the Tower, saving the school considerable time and resources.
*2019 figures
Keolis Commuter Services Implements New Tech to Improve Railway Transportation Experience
10.03.22 in Blog, Industry News, Product News
Keolis Commuter Services operates and maintains Massachusetts Bay Transportation Authority’s Commuter rail system that services over 35 million passengers annually. Their vision for the company is to “Think Like a Passenger”, and with their new technology plans, they are certainly living up to their tagline.
In their previous ticket sales model, passengers had several options for purchasing tickets: at a ticket window inside the station, at a kiosk inside the station, through the app, or on the train with cash. Even with all of these methods, a major challenge they continued to face was that many commuters were not aware they couldn’t use a credit card on the train. In 2018, the company made a forward-thinking decision to also accept onboard credit card payments.
“As we continue to find ways to improve our customers’ experience, this technology offers an additional, convenient way for the payment of fares,” said MBTA General Manager Luis Manuel Ramírez. “The adoption of smart technology like this will help accelerate the fare transaction process through a system that is already familiar to many of our customers.”
Challenge
In order to achieve the goal of accepting credit card payments on board their commuter trains, the first step was to begin putting mobile technology into the hands of their 450 train conductors. Step two was to standardise a process to manage their considerable technology investment: iPhones, credit card scanners and mobile ticket printers–three separate devices that each needed storage, charging and physical security.
The Solution
As part of their mobile device policy, each conductor is responsible for his or her own devices–and to prevent loss, theft and the potential for uncharged devices slowing productivity during a shift, conductors needed access to a secure area to charge their devices during the day. In order to accommodate the number of outlets required to securely charge several devices at once, FUYL Tower Charging Lockers by PC Locs were installed inside city hub employee rest areas. The small footprint of the FUYL Tower allows users to charge a greater number of devices in a small area–which was the case for Keolis.
The FUYL Tower features 15-individually lockable compartments, each compartment including both an AC and USB outlet. During a shift break, an employee can use a PIN number to access an individual locker where they can charge their iPhone, credit card reader and mobile ticket printer. If a conductor forgets their PIN number, the Keolis help desk has access to the FUYL Tower’s back-end management portal where they’re able to retrieve a PIN or open a locker remotely.
Results
Only a few days after their device rollout, the IT Team at Keolis received extremely positive feedback from the train conductors and the passengers. Their thoughtful process of thoroughly training employees and deploying devices alongside a charging solution resulted in a seamless transition toward mobile credit card transactions.
Keolis has proven that their plan is achieving the intended goals, and they have seen an increase in customer satisfaction through this added convenience for commuters. They’re also able to easily track and report ridership data, which allows them to provide an even better customer experience for their customers.
What’s Next?
To date, Keolis has rolled out mobile devices to over 85% of their conductors–and because of the flexibility and scalability of the FUYL Tower, Keolis is able to continue to roll out mobile devices at a thoughtful and sustainable pace until they reach their goal of 100%.
For more information about how PC Locs can help contribute to the success of your mobile device deployment, click here.
Taking Innovative Initiative in Manufacturing to Make Life Easier with Smart Lockers
02.02.22 in Blog, Industry News, Product News, Testimonials
Background
In North America alone, a prominent global supplier of technology and services has more than 30,000 associates. With an established culture of continuous improvement, shaping change and striving for excellence, they employ engaged and motivated individuals who take ownership for the success of the business.
IT site lead, Jeff, is one of those driven individuals. He is responsible for a vast fleet of laptops, barcode scanners and other hardware, servers, networks, wireless and everything that connects and helps run an entire 300,000+ sq. ft floor of a 24/7 manufacturing facility in Indiana. He’s also the lead on a project for implementing the best solution to secure, store, charge and assign mobile and tiny desktop devices across 120+ North American locations.
Challenge
Jeff is often pulled in many different directions throughout his day. He might get a call at any moment, requesting a replacement device, which means he needs to stop what he’s doing and meet an employee back in his office to assign a device to them that may or may not be fully charged and ready to go. In a plant of this size, this could literally mean a quarter-mile walk back to his office and a significant interruption to his other responsibilities.
Beyond that, there are three shifts of team leaders who use mobile devices. Jeff is just one person – he can’t be available around the clock. Other manufacturing facilities within the company do not have their own on-site IT professionals, so when they reach out for assistance from Jeff, you’re adding a few days of shipping time to the already cumbersome device replacement process.
To add one more layer of complexity, Jeff was one of many corporate employees working from home during the pandemic. A call for a replacement device then meant he’d have to coordinate with an on-site employee – often from HR or security – to get the equipment out of his office and to the user. The project quickly became a higher priority when COVID hit.
Solution
Jeff knew that an investment in something without cloud connectivity would leave them with the same inefficiencies and workflow challenges they were already facing. So, after scouring the internet for secure mobile device charging solutions, he narrowed in on two smart lockers.
Ultimately, it was the exceptional support from PC Locs account managers and the aligning company visions between his company and PC Locs that made the decision easy for Jeff. He piloted two FUYL Tower™ Smart Charging Locker demo units – one at his home plant in Indiana and one in South Carolina.
Results
Setup was easy, and the managers, users and business units seeing the FUYL Towers in action were instantly and unsurprisingly impressed. The cloud-based smart lockers quickly became an indispensable piece of three common IT services: deploying new devices, break/fix, and collecting devices as a part of employee off-boarding.
What used to be a 5-6 point workflow that took at least an hour of Jeff’s time per request has now turned into a single message that takes about a minute of his time – replying with the location of the Tower, which bay to use, and a PIN to enter for access to a fully-charged replacement.
The user can fulfill their own request on their own time – whether they’re in Indiana, South Carolina or Kentucky – where one business unit has already purchased two FUYL Towers of their own after seeing the demos.
What’s Next?
For Jeff, this partnership is just getting started. He envisions opportunities for FUYL Towers to streamline workflows across all business units and corporate offices.
Recognising that the future-proof design of the FUYL Tower allows for serviceability in the field and over-the-air software and firmware updates, Jeff confidently sees FUYLs helping his teams manage new hardware investments like smart glasses and whatever else is to come.
Jeff is living out his company’s mission of innovation and bringing new technology into operations to improve efficiency and save the company time and money. He’s also living ours – making life easier.
Click here to download the PDF of this case study.
Cullen Diesel Power Ltd. Mechanics Get Recharged
16.11.21 in Blog, Industry News, Product News, Testimonials
With a diverse and young population of more than 500,000, growing by approximately 1,000 new residents each month, the city of Surrey, British Columbia asserts, “the future lives here.” Perhaps that’s why Cullen Diesel Power, Ltd. is a perfect fit. The multi-faceted power company with a lean IT department puts a focus on technology and its smooth, seamless integration into their work.
Challenge
A mechanic’s shop is not exactly the ideal location for keeping expensive devices clean, organised and in working order. It’s a rough environment; heavy equipment, grease and other liquids, along with trucks rolling in and out, all contribute to the hazardous conditions.
So when the mechanics at Cullen Diesel Power Ltd. were relying on a community stash of laptops to run diagnostics in the shop, they were running into some roadblocks. Devices were getting damaged, they were being left unplugged and therefore uncharged and unusable, they were being taken home for personal use or lost altogether.
The Solution
After comparing a couple of different charging solutions and weighing the IT needs along with those of the service manager, Cullen Power Diesel Ltd. landed on the PC Locs FUYL Tower Charging Locker; two of them, actually. They found a space centrally located in the shop, for the multi-device charge station. This multi-device charging station makes checking out and returning laptops to their individual lockers simple and convenient. Now each mechanic has been assigned a specific device, a compartment inside the FUYL Tower and an access code for their assigned compartment.
Results
Just as everyone is responsible for their own toolbox, they’re also responsible for their own laptop. The accountability has helped tremendously with improved care for the devices as well as streamlined workflow. The FUYL Tower ensure that laptops are charged and ready for use as soon as the mechanics need them, saving time and ultimately saving money for customers. The IT staff appreciates the convenience of being able to quickly and remotely open any locker if a code is forgotten.
Additionally, there’s a much easier workflow as the same data will follow the same vehicle throughout any routine inspection, maintenance and provincial commercial vehicle inspection, to computer diagnostics and complete component overhauls. With everything more systematised, each laptop has been paired with its own Bluetooth adapter so mechanics don’t always need a corded connection to the trucks they’re working on. This alone has been saving many broken USB ports.
It’s still a rough environment for laptops–that goes without saying–but none of their stored devices have been damaged in the first year since the FUYL Tower arrived.
The IT experts at the shop in Surrey are happy with the results. They have been alleviated, spending less time fixing and replacing, which allows more time to grow and evolve. They’ve added a third FUYL Tower to the collection, giving them space to simultaneously charge 45 devices – laptops, tablets, mobile phones and more are all compatible. Looking toward the future, they may be implementing FUYL Towers into shops at five other locations.