Unlocking the ‘Digital’ Opportunity
Our client is one of the largest managed print services providers in the United States, with thousands of business customers and 500 million+ in revenue across the country. With their thousands of IoT devices in the field, they had a massive opportunity to automate processes, improve customer experiences, and launch new digital products and services.
FlexTG's entire business was heavily dependent on legacy ERP systems, and replacing them was not an option. Without any documentation, it was a daunting task to build on top of this beast.
The company has deployed thousands of printer devices at customer sites. Their service and management were very manual, unpredictable and labor-intensive. While each device could emit millions of logs and the logs could be used to automate the manual processes, it would require a massively scalable digital platform to collect, analyze, and monetize this Internet of Things (IoT) opportunity.
The Internet of Printers (Things)
The client wanted to explore opportunities to automate support and service using the printers' machine data. After a series of discussions and explorations, we found that printer devices generate millions of unstructured email logs. In addition, based on the model and make, each device generates logs in a completely different format and content. We needed to create a platform that can provide unfettered access to comprehensive and enriched log data in real-time for powering analytical apps and business insights.
We built a machine data platform that can collect, curate, and enrich the machine logs and then analyze them to generate actionable insights for each machine and customer. The platform collects logs in real-time, parses it, analyzes the alerts, and generate requests for the client support teams.
The easiest way to sum up my relationship with the Rapidops team is that they make me and my team look good. They can become an extension of our internal team and translate our concepts and ideas into high-functioning software.
Building & scaling on cloud
We designed and developed a cloud-first platform on Amazon AWS that was able to generate machine intelligence in real-time and linearly scale to support the massive volumes. The platform architecture was designed to be fully distributed to scale-up and down on-demand.
We implemented automated DevOps that offers reliability & reduce overhead.
Architecture is designed to scale up & down horizontally and handle failures gracefully.
Use of next-generation approach and agile methodology makes it a better and faster solution.
We integrated the IoT platform with existing apps such as SSO, ERP and CRMs.
SECURE BY DESIGN
Security patterns implemented for enforcing the necessary authentication, confidentiality, and data integrity.
Automated Supply Re-orders
Every time a printer runs out of ink, the customers had to re-order it manually. The client’s team had to manually operate the fulfillment process - from sales order to purchase order to delivery and installation. The process was error-prone, inefficient, and did not allow predictable supply management.
Together with the client team, we came up with an idea to develop a supply automation engine that would automatically re-order ink and toners, generate supply orders, purchase orders, and ship the supplies to customers - no human input required.
Automated replenishments delivered the right sized supplies at the right time to the right customers - reducing costs and increasing efficiencies.
The platform is the foundation to monetize IoT and enable digital transformation. The client is able to automate processes and improve customer experiences - which were not possible until now.
We’re excited to see it evolve and allow our clients to use the power of digital and data to reduce costs, improve efficiencies, and grow their business.