Professional Services

Heartland (Heartland Customer Solutions, LLC) provides logical solutions to an ever-changing marketplace based upon each individual client's needs. The numerous service options available can be tailored to meet to our client's requirements and specifications. With comprehensive service and support options, our goal is keeping your workforce well-equipped, productive, and connected.


Implementation

Heartland is able to provide services in preparation for seamless delivery to your end users. From management of your Gold Images to accessory integration, we are able to configure and customize our service offering to your exact specifications.

Disk Image Management

The Disk Image Management service offering provides your company with an easy way to centralize image management by maintaining your company's Gold Disk image at our facility. This service offering allows for all repairs that require a hard drive to be reimaged to be managed during our standard repair process. Additionally, Disk Image Management simplifies the process for your internal IT department and minimizes the resources needed when hard drive replacements are required.

Program Benefits:
  • Increasing your company's productivity by minimizing user downtime during repairs
  • Reduce the mobile support burden on your IT resources

Image Maintenance
As new applications become available, your company will want to update your company's Gold Master image. We will receive your updated image, complete a secure confirmation process, upload the approved Gold Image to our secure servers, and reimage as necessary on future repairs. Our Disk Image Management offering allows for your company to update your Gold Image quarterly or as may be required by your company.

Multiple Images
We will maintain multiple images for your company based on the needs of your workforce. This means that your users hard drive images can be specific to job duties, hardware or locations. Heartland is capable of supporting multiple Gold Images to ensure that this offering can be customized to your company’s specific needs.

Deployment Report
The deployment report will be sent to pre-determined contacts as per the client preferences the next business morning after the unit’s ship. Warranty start dates will be revised based on the actual deployment shipping date. This report will be in an easy to use Excel format and captures at least the following information:
  • Quantity
  • Ship to Location
  • City, State, ZIP
  • Attention (contact)
  • Phone Number
  • Model Number
  • Serial Number
  • Asset Number (NSC Label, Client Label or nothing) – on request
  • IMEI
  • MEID
  • SIM
  • Deployment Date
  • Tracking
  • Carrier


Configuration

When outfitting your workforce, Heartland is quickly able to modify the "out of the box" configuration of your business mobile devices prior to deployment to your end users. Configuration typically involve integrating new hardware or customizing the software required for your business needs, but can also include more personalized services such as application of brand badges and asset tags or custom kitting of all accessories prior to delivery final delivery to your end users.

Hardware Integration
As part of configuration services, Heartland also offers hardware integration for laptops and other types of hardware. Integration is essentially the act of "making your accessories talk to your hardware." Whether your company needs five or five hundred units configured, Heartland will install all the accessory options that you have selected and then deploy the equipment, fully loaded with the preinstalled options, delivered based on your project timeline. Commonly integrated items include: wireless modems, GPS modules, LAN cards, upgraded hard drives, back-lit keyboards, and additional memory. Conversely, Heartland can also remove un-needed hardware (such as the wireless LAN) from your units before deployment to ensure that the final hardware deployed to your end users meets your exact specifications.

Software Customization
In addition to hardware integration, Heartland can manage the customization of your software components prior to deployment. In addition to firmware, updates and patches provided by system or accessory manufacturers, we routinely update the system configuration files, domain settings and BIOS to match the hardware's new configuration and your network's topology. Modification of the software can also include configuration at the individual user level. In these common scenarios, we've customized the computer name, configured Microsoft Exchange accounts, joined domains, and setup any per-user authentication that is required.

Logo Badging
During the configuration process, Heartland can apply a custom, branded badge to your hardware. Logo Badging your hardware provides company recognition and advertising while, at the same time, providing increased security as a theft deterrent.

Custom Kitting
If multiple accessories are to be included with your units, Heartland can create custom kits in oversized boxes that are delivered to your end users. As an example, kitting usually includes such content as a laptop, laptop bag, portable printer, custom documentation, a digital camera and all required cables. Kitted deployments increase efficiency and minimize downtime because the system is ready to go, right out of the box.

Deployment Management

Prior to deploying your company's units, Heartland will apply asset tags, provide a report detailing the assets, and enter all the information into our Heartland Customer Portal asset management system. Once the configuration and integration process is complete, we will manage the delivery of units to your users by shipping to the location(s) you have specified in the project plan. This service provides shipping from our facility in Leawood, KS to your users within the United States at no additional cost.

Program Benefits:
  • Single Point Accountability
  • Consistency in Unit Configuration
  • Client Image Retention
  • 100% On-Time Deployment (Zero D.O.A. units)
  • 48 hour Burn-in and Engineering Updates Result in Little to No DOAs
  • Complete Asset Information in a Single Comprehensive Report


Support and Management

Post-delivery Services are also a major part of what we do here at Heartland, from the use of the provisioning of a loaner mobile device while yours is being repaired to assisting in managing your deployed assets. Heartland Customer Solutions has had the resources your company needs with over 30 years of experience.

Hot Spare Program

Heartland ships client owned loaner units configured with your company's image directly to your users via next day air delivery. Once your user receive the loaner unit from Heartland, your user will ship the problematic unit to our center for repair using a convenient shipping label provided. Once the problematic unit is repaired, it will be returned to the end user with the shipping label provided so that your loaner unit can be returned to our facility, reimaged, and placed back into the your company’s loaner pool for future use. Our Loaner service offering assists the end user with maintaining accurate accounting on the location and users of corporate asset, minimizing the need for costly and time intensive field audits. Included in our Loaner program is a license for our Customer Portal allowing your team to access, receive and manage your loaner pool and service data based on your preferences.

Business Challenges & Issues our Hot Spare Program Addresses:
  • Waiting on damaged mobility devices to be repaired and returned to your users under the best conditions can make them unproductive for multiple days.
  • Minimizing user downtime and the impact it has on your clients and their satisfaction levels.
  • Full visibility of your loaner pool and service data via the latest version of our Customer Portal.

Image Maintenance
All hardware stored at our center will be configured to your company's requirements. To ensure your company's loaner units are loaded with your company's current Gold Image, we will retain your company's Gold Disk Image on our secure Image Server (see Disk Image Management section for more details).

All your users have to do when they have a device is to send the unit into our facility for service. Their device will be serviced and promptly returned to your inventory at our service center or to a location that you have specified. With this service, regardless of where your inventory is stored, Heartland will provide your company's users with the customized service and support they need to stay productive.

How It Works:
  • Your company's user initiates a loaner request via our Customer Portal
  • Our system will request the necessary information to coordinate the shipment of the replacement unit and return of the problematic unit in need of service.
  • All loaner requests received by 2:00 PM CST will have a loaner device sent out via next day air service.
  • Upon receipt of the replacement unit, your end user will be provided a convenient shipping label to return the problematic unit back to our facility, preferably within 2 business days.
  • Once Heartland receives the unit we will service the problematic unit, reimage the hard drive if needed, and promptly place the unit back into your company's loaner inventory pool or ship it to a location designated by your company.

Hot Swap Program

Heartland Hot Swap program ships client-owned hardware configured with your company's image directly to your users via next day air service. Once your user receives the Hot Swap unit from Heartland, your end user will ship the problematic unit back to us using the return shipping label provided. Once the problematic unit is repaired, it will be reimaged as needed and placed into the client consigned Hot Swap pool for future use by your company. The end user keeps the Hot Swap unit which was originally sent to them, reducing the need for the end user to manage multiple shipping and receiving activities.

Business Challenges and Issues That Hot Swap Addresses:
  • Waiting on damaged mobility devices to be repaired and returned to your users under the best conditions can make them unproductive for multiple days.
  • Minimizing user downtime and the associated impact it has on your clients and their level of satisfaction.

Image Maintenance
All hardware stored at our center will be configured to your company's requirements. To ensure your company's loaner units are maintained with your company's current Gold Disk Image, we will also retain your company's image on our secure Image Server (see Disk Image Management section for more details).

All your users have to do when they have a device is to send the unit into our facility for service. Their device will be serviced and promptly returned to your Hot Spare inventory at our service center. With this service, Heartland will provide your company's users with the customized service and support they need to stay productive.

How It Works:
  • Your company's user initiates a Hot Swap request via our Customer Portal.
  • Our system will request the necessary information to coordinate the shipment of the Hot Swap unit.
  • All Hot Swap requests received by 2:00 PM CST will have a replacement sent out for next business day arrival within the United States.
  • Upon receipt of the replacement unit, your end user will be provided a shipping label to return the problematic unit back to our facility, preferably within 2 business days.
  • After we receive the problematic unit, our service center will repair the unit, reimage the hard drive as needed, and promptly place the unit back into your company's Hot Swap inventory at our service center.

Extended Warranty

Most Panasonic mobility hardware comes with a 3 year standard warranty. With our Extended Warranty, Heartland offers warranty coverage extensions for hardware and devices that will be in use beyond the original standard warranty period. Extended Warranty makes it easy for your company to keep assets in the field for the period of time that meets your company’s needs. Our program covers many of the repair issues in the exact same manner as the standard warranty.

Program Benefits:
  • Reducing the constraints on your internal IT resources.
  • Keeping your workforce productive by streamlining the repair process.
  • Reducing expenses caused by out-of-warranty repairs and shipping costs.

Service Description
All system components are covered under the Extended Warranty, except consumable items such as accessories, batteries, screen protectors, etc. This warranty requires a complete list of model numbers and serial numbers be submitted to Heartland at the time of purchase of the extended warranty coverage.

The extended warranty only covers failures due to defects in materials or workmanship that occur during normal use. Extended warranty does not cover damage which occurs in shipment; failures which are caused by software, malware, phishing, virus issues or other types of related attacks; operational systems or application corruptions; products not supplied by the original manufacturer, or failures which result from installation, alteration, accident, misuse, introduction of liquid or other foreign matter into the unit; damage that is attributable to acts of God, abuse and neglect. Additionally, improper maintenance, modification, or service by any party other than Heartland or an authorized Service Provider will result in out-of-warranty status.

Protection Plus

Protection Plus provides additional coverage against physical damage (i.e. breakage, liquid intrusion, etc...) that is excluded under the original warranty. The maximum benefit under this program is one major component repair per unit, per anniversary year (LCD, motherboard, keyboard, HDD). Protection Plus also has you covered in the event of a total loss once over the course of the coverage period per asset. In the event of a total loss situation, your company will typically receive the exact same model serial back in like new condition within 10 business days or less.

Program Benefits:
  • Reducing the constraints on your internal IT resources.
  • Keeping your workforce productive by streamlining the repair process even in the event of accidental damage or total loss.
  • Significantly reducing expenses caused by out-of-warranty repairs and shipping costs.
  • Maintaining your original asset list, down to the model and serial level.

Service Description
All system components are covered under the Protection Plus against accidental damage, except consumable items such as accessories, batteries, screen protectors, etc. This warranty requires that a complete list of model numbers and serial numbers be submitted to Heartland at the time of purchase of the Protection Plus coverage.

The Protection Plus warranty covers not only failures due to defects in materials or workmanship that occur during normal use but also accidental damage up to and including total loss. Protection Plus does not cover failures which are caused by software or virus issues; operational systems or application corruptions; products not supplied by the original manufacturer, or failures which result from installation, alteration, misuse, damage that is attributable to acts of God, abuse, and neglect. Additionally, improper maintenance, modification, or service by any party other than Heartland or an authorized Service Provider will result in out-of-warranty status.

Customer Portal

Heartland's Customer Portal allows your company to improve the uptime of your mobile workforce with the ability to quickly set up RMAs for problematic units and proactively monitor your company's hardware service data. Our Customer Portal provides your company's administrators with direct access to maintenance and repair records via a password-protected site. And for added flexibility, your administrators are able to sort and see entitlements, warranty beginning and end dates with access to service reports by model, date, and failure type allowing your company to perform trend analysis in a timely and accurate manner. Heartland's Service Portal also eliminates the need for your company to invest time and money setting up an internal asset management system. Our site is designed so that your company's administrators can track and report on all of your company's hardware assets as well as any other assets your company administrators choose to enter into it. As a result, it provides your administrators with a tool that makes it easy for them to implement an upgrade or identify specific units that are out-of-warranty or outdated.

Business Challenges and Issues Customer Portal Addresses:
  • Tracking service data internally can be costly and often results in a lag between the time the issue occurs and is identified.
  • Managing service trend analysis to improve your company's overall productivity and minimize user downtime.
  • The ability to set up RMAs online versus phone call, email, or chat improves user efficiency.
  • Managing and tracking your company's assets can be challenging and costly.
  • Monitoring technology changes, configuration management, repairs and software updates can be costly.

Service Description
Customer Portal provides your administrators with the ability to log on to a password-protected intranet to view your company's hardware service data. The data your administrators will be able to view is entered every time your company's users required a replacement part, Loaner, Hot Swap or send a unit sent in to our facility for service. The data in the system includes dates, contact names, model and serial numbers, the description of the nature of the problem, and the steps taken to correct it. Your administrators will be able to generate customized charts and graphs to report on the data. This program also provides your users with an easy way to identify issues that could compromise your company's productivity. Additionally, predefined exception reporting and notifications are also available with this service. The Asset Management module of our Customer Portal begins when your hardware assets are entered into the system when we manage your deployment. Optionally, your company is able to enter your hardware assets into our module if your deployment is managed internally. The data entered into the system is grouped by user name, asset number, model number, serial number, warranty date, and configuration. Once the data has been entered into the system, your company's administrators can generate reports and sort them by unit type, unit class, department, cost center, asset number, etc. This provides your administrators with a flexible way to view all your company's asset data

Reports
The Customer Portal provides on-demand reports on all hardware serviced at our facility. Reports can be summarized and customized based on your company's requirements. All reports can be sorted by model, serial, date, transaction type and problem description and other options. All asset reports are flexible and can be sorted by unit type, unit class, company, department, cost center, or asset number.
The most commonly used reports are:
  • Service Detail
  • RMA's Not Received
  • Priority Exchange Detail
  • Entitlement Detail
  • Client Inventory
  • Asset Summary
  • Asset Detail

Additional reports can be summarized and customized based on your company's requirements.