Are you unsure of what DaaS means or what it involves? Do you want to make your IT estate operate more efficiently while freeing up your IT team to be more strategic?
Becoming bogged down in minor IT tickets or losing agility could lead to losing the war on talent, aging technology models, risks to data security, and more.
Ingram Micro Lifecycle has worked within the technology and IT industry for over a decade. Through our close partnerships with many original equipment manufacturers (OEMs), network operators, enterprises, and other markets, we can see the genuine value that the DaaS model offers. The Ingram Micro Financial Solutions division is on hand to support DaaS financing for customers. We’re ready to support our customers through these programs.
By the end of this article, you’ll better understand what a DaaS program involves and be excited to change from owning to leasing. You’ll also understand the factors that affect the cost of leasing and what to look for in your DaaS partner.
Device as a Service definition (What is DaaS?)
DaaS, in this context, means Device as a Service. It can also refer to Data as a Service, and Desktop as a Service.
Instead of paying a complete upfront cost for the value of the technology you want to use, you instead opt-in to a monthly subscription fee.
It’s like a leasing program, but you get many assurances about operational quality, repairs, and technical support. You pay for the technology you want only as long as you want it.
Read more about the benefits of DaaS in this extensive article.
What does DaaS include?
Designed to put you and your users at ease, DaaS packages can be very comprehensive.
These are different elements that DaaS covers to reduce pressure on your purchasing needs:
Product ranges
Many product types are moving towards an ‘as a service’ subscription-based model. Here are some examples of the most common products leased under the DaaS model.
These include e-scooters, cameras, gaming consoles, and smartphones.
Your chosen DaaS partner will source products from key manufacturers or tailor sourcing to suit you. This includes not only hardware, but software too.
If you have a list of requirements for apps or peripherals, such as earphones and chargers, to be included in the kit for deployment, then this is achievable.
Roll-outs
Getting products to your employees can be done either in bulk, through mass roll-out, or singularly, through direct roll-out.
Devices shipped through mass roll-out are delivered to offices and headquarters — anywhere your employees frequent in volume. This may suit instances of initial onboarding when you’ve just signed onto a DaaS program.
Direct roll-out sends individual devices to single users. This is more common for enterprises already in a DaaS program, that they have new hires that need onboarding.
Getting new employees set up with their equipment promptly helps achieve a smoother transition as they join the company. 26% of American workers have quit a new job because they were unsatisfied with the onboarding or training process.
Preconfigured devices
These devices are tailored to meet your exact requirements before you receive them to save time. In the infographic below, an airline has stipulated that phones sent to their employees have the camera disabled, a screen protector fitted, and display a branded wallpaper.
You can even specify the peripherals that a device is kitted with, such as a charging cable, earphones, and protective case.
For extra unique branding, you could get your company logo etched into the covers of tablets and laptops, for example.
Inventory management and warehousing
Your DaaS partner will keep a live inventory of all the products accessible under your lease. These will be broken down by categories such as model, serial number, color, size, etc.
These will be stored in facilities that the partner operates, adhering to safety and security policies.
Repairs, theft, and DOAs
If the leased devices develop faults, arrive dead on arrival, or are damaged, the DaaS partner will offer in-life support to the user.
In the case of DOAs (Dead On Arrival) and repairs, a return kit will be sent with a replacement device for the user to send the device back to the partner. When a device is stolen, a replacement device is sent straight to the user.
All replacement devices will meet the exact specification that the original did.
Tickets can be submitted through a support portal that connects directly to the partner. There, exchanges and replacements can be requested and initiated.
This all helps minimize the downtime the user experiences, keeping your customers connected and reducing their pain.
Check out our customer journey flow further down the article.
End of lease processing
At the end of the lease, a return kit is sent to the user to get the device back to the customer. On receipt of the device, the DaaS partner will subject it to stringent checks and screening, assessing the repairs it requires to get it back to optimal condition.
These repairs and refurbishments will improve the grade of the device, increasing the device’s value. These ensure the life of the device can be extended so it can be leased again, avoiding unnecessary obsolescence and landfill.
All data-bearing devices will also be compliantly wiped to the highest standards mitigating data security risks.
If it’s not possible to extend the life of the device for another use, then it will be responsibly recycled, recovering as many materials as possible before going to waste handling partners.
Device upgrades
The DaaS provider can manage device upgrades on behalf of the DaaS program customer.
The provider would obtain the new devices that the customer desires, preparing them to the required specification (create the gold builds), before arranging an exchange with the users of the currently leased devices.
Reporting
Getting insights into your devices and their usage can help with forecasting and planning. A DaaS program would provide the following metrics, among others:
- Current volume of subscribers
- Upcoming lease expirations
- Buyback values
- Estimated recommerce value
- Support case log
These would all be streamlined and supplied in reports as and when you need them. You can, in turn, use these to support other departments in your business, such as finance and sustainability.
User communications
With the ability to communicate directly with the end user, the DaaS partner can provide remote support, arrange device exchanges, and on/offboarding.
How new are the devices in a DaaS program?
If the distribution partner supplying the devices is well organized, agile, and has the appropriate financial resources, devices could be available soon after launch. This means that if you desire the latest and greatest technology, you can still acquire these on lease.
While contracts typically last 12-24 months, DaaS subscriptions are flexible. Early upgrades and renewals are possible if you’re already under contract.
Benefits of device lifecycle management
There are several reasons why moving to a device lifecycle management program, such as that provided under DaaS, is beneficial.
The user experience
With any kind of service provision, the satisfaction of the end user is always paramount to its success. When it comes to technology, this is largely influenced by the levels of productivity and connectivity that we can achieve. Maximize these and satisfaction is likely to be higher.
Streamlining communication with end users, minimizing their downtime, and making them feel supported is key.
When supported by a DaaS program provider, the end user interacts directly with the partner as opposed to the internal IT team. This takes the pressure off the IT team and ensures dedicated support should any issues occur.
A dedicated portal will be created for your users to log into and report issues with their leased devices. This 24/7 e-ticketing system provides tracking and insights into the technical issues that users are experiencing.
In the example below, an airline wants to use a Device as a Service program to supply handsets to its staff, including pilots. When they begin the contract, they create a specification list for the devices their staff are supplied with. This includes blocking the use of the camera, displaying a branded wallpaper on the phone display, and coming pre-fitted with a screen protector. This enhances the user experience because there’s less onboarding involved and ensures the devices are compliant with the airline’s policies.
The pilots and other staff have access to a 24/7 support portal where they can find technical support as well as log more serious issues, such as device theft and damage. In both instances, replacements can be arranged through the portal to ensure user downtime is minimized and the substitute device will meet the same spec as the original.
At the end of the lease, the pilot is notified about the upcoming return so the device can be packaged up and sent back securely.
How much does a DaaS subscription cost?
The cost to your business of leasing devices through a DaaS model will vary. There are contributing factors that will impact the cost, including:
- Number of employees – this directly impacts the number of subscriptions you need. The more employees you have, the more devices you’ll need.
- How many devices each employee needs – the cost per employee will increase if they need more than one device. For example, a DaaS subscription that supplies employees with smartphones will be cheaper than one that supplies smartphones and laptops.
- Support packages – this is also influenced by the number of devices and employees you have on plan. You may decide to keep some level of IT support in-house, but this could all be outsourced via the DaaS program.
- Level of security – depending on your industry and the type of data you handle, you may face increased charges for increased security to ensure your data is compliantly handled and disposed of.
Factors to look for in a DaaS partner
As DaaS grows in popularity, so too will the breadth of suppliers that can support these programs.
Before taking the plunge and committing to a contract, be sure to ask questions and find the best arrangement that fits your needs, particularly around:
- Device model – make sure the partner can supply the model or type of device you want, and that these will meet your specification. If they don’t currently have access to what you want, can they source it?
- Experience – does the partner have experience and knowledge of enrolment programs to ensure the manufacturer's specific device protocols are followed?
- Customer support and communication – check how customer support is reachable and how available they are. Consider what their response times are and factor in elements such as the time zones of your staff or the support. What can the partner NOT provide support on that you may need to look for elsewhere? How responsive have they been to your initial inquiries? Do they seem attentive and understanding?
- Onboarding options – are these conducted remotely or in person? Which option would work best for you and your employees?
- Costs – consider the factors above and see where the partner can add extra value for the volume or specific devices you’ll be looking for.
- Reputation – what are other businesses saying about them? What do ex-employees say about them? Does your network recommend them?
Are you ready to move to DaaS?
In this article, we’ve covered many elements that a device as a service program covers, including user experience, preconfigured devices, and end-of-lease processing, as well as the factors that affect costs.
If you’re interested in finding out more about how Ingram Micro Lifecycle can support your DaaS program, reach out to our team today using the button below or by visiting our contact page.
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