The Client
PowerhouseWarehouseScanning Devices
A global logistics powerhouse generating $85 billion in annual revenue. They operate 200 warehouses in the U.S. and manage nearly 10,000 scanning devices essential to fulfillment speed and accuracy.
Key Outcomes
Off-peak support ensured near-zero downtime and 100% deployment success.
Pre-checks and canary rollouts cut resolution time to under 30 minutes per device.
Tech Stack
MDM
JavaScript
Active Directory
ServiceNow
SotiMobicontrol
The Challenges
The client required reliable deployment and hypercare (as mandated by client) support for applications on scanners. A prior failure—halting shipping for weeks—highlighted major operational gaps:
Staggered Support Hours Deployments had to align with facility time zones across the U.S. and be completed before 7 AM warehouse staff shifts to avoid peak-time interruptions.
Manual Processes Frequent software updates demanded coordinated device configuration and hypercare support, slowing execution.
Short Resolution Window Network issues often delayed diagnostics, leaving little time to resolve problems before operations hours, increasing service interruption.
Our Solution
We delivered a tailored L1/L2 support framework to match the client’s scale and time-sensitive execution:
Off-peak Rollouts with Hypercare Deployment kicked off at 10 PM with internal IT checks, followed by live Hypercare Support to quickly address issues. Careful transition between shifts, combined with a back-fill and off-boarding strategy, helped cover gaps and ensured scanner readiness by shift start.
Feature Alignment Through regular collaboration with client’s business and technical leaders, we kept priorities aligned. We helped refine requirements, provided technical expertise, and turned ambitious ideas into practical, high-value features.
Pre-Deployment Readiness Checks Network, device, and stakeholder alignment were confirmed through a standardized checklist to minimize friction.
Canary Deployment Strategy Updates were first validated on a small group of devices before broader rollout, enabling early issue detection and leaner hypercare support.
Business Impact
The client maintains consistent deployment quality, minimizes disruption, and enhances scanner availability across locations.
Deployment success rate: near 100%
Full rollout (incl. canary): <4 hours
Mean time to resolution: <30 minutes/device
Driver downtime: near zero
RKTech’s proactive support model enabled smoother operations, improved workforce productivity, and more reliable customer experience.
