Softcat Streamlines ‘Leavers Kit’ Management

IT Infrastructure and Service Provider, Softcat plc, recently implemented its first Smart Locker into its infrastructure. We caught up with Megan Leadbetter, Head of IT Operations at Softcat, to discuss the operational benefits they’ve experienced since introducing the LapSafe® Diplomat™ Pro Smart Locker system.

Customer Profile

Founded 25 years ago, Softcat has grown into an industry leader, offering a wide range of IT solutions while maintaining a 95% customer satisfaction score. Their success stems from their unwavering commitment to customer service and tailored solutions. With a dedicated team of service developers, expert consultants, and support analysts, Softcat delivers exceptional service experiences to its clients.

In February 2024, Softcat integrated a 20-bay LapSafe® Diplomat™ Pro Smart Locker into its infrastructure to streamline its ‘collection and return’ process for employee ‘leavers kits’.

Megan Leadbetter shares their journey so far and highlights the key benefits of this new system:

1. Since implementing the Smart Lockers, what operational benefits have you seen and how has this addressed the pain points/problems you had before?

Since implementing the Smart Lockers, we’ve seen significant operational improvements. The automation of the collection and return process has reduced delays and confusion, ensuring equipment is returned on time and in a more organised manner. This has greatly improved accountability and tracking, minimising the chances of lost or misplaced items. We’ve also reduced the manual effort involved, freeing up the IT and HR teams to focus on higher-priority tasks. Overall, the Smart Lockers have streamlined the process, improved efficiency, and eliminated many of the pain points we faced before.

2. Why was the return of the ‘leavers kit’ process a pain point for you and what problems was that causing? What did you hope to gain or solve by changing that process?

The return of the ‘leavers kit’ was a pain point primarily due to its inefficiency and the lack of a clear, streamlined process. It often led to delays, misplaced equipment, and confusion over responsibility. This resulted in wasted time, increased costs, and frustration for both the IT and HR teams. By changing the process, I hoped to create a more organised, accountable system that would reduce delays, ensure the timely return of equipment, and minimise costs. The goal was to eliminate confusion and make the process smoother, freeing up resources and improving overall efficiency.

3. Since using the Smart Locker how has the experience for staff and users improved?

Since introducing the Smart Lockers, the experience for staff and users has improved significantly. Staff now have a convenient, self-service option for collecting and returning equipment, which saves time and reduces the need for coordinating with IT or HR teams. The process is quicker, more efficient, and available 24/7, which has led to fewer delays and more flexibility. Additionally, the clear tracking system has given the IT Operations management team peace of mind, knowing that equipment is securely stored and properly accounted for. Overall, it’s made the process smoother, more efficient, and user-friendly for everyone involved.

4. Will you be passing on the operational benefits of smart lockers to your customers/clients, if so, what benefits are you hoping they’ll see?

We don’t directly pass on the operational benefits of our Smart Lockers to our clients. However, having them in place has given our sales teams first-hand experience with the technology, making it easier for them to discuss the benefits with customers. They can now speak more confidently about how Smart Lockers can improve efficiency, enhance accountability, and streamline processes, as they’ve experienced these benefits themselves. This allows them to provide more informed recommendations to clients who may benefit from implementing similar solutions.

5. Why & how did you choose LapSafe®?

I chose LapSafe® after conducting some research and consulting with our internal Workspace team, who were familiar with them as a reputable vendor. LapSafe® stood out for their strong track record and proven solutions in the market. My engagement with Rob from LapSafe® was smooth and effective, making the decision even easier. He clearly understood our needs and provided excellent support throughout the process, which gave me confidence that we were choosing the right partner for this project.

6. How would you like to evolve the services offered with smart lockers in the future?

Currently, we use the Smart Lockers for laptop collection and drop-offs, which has been very effective. In the future, I’d like to evolve the service to include kit loans for employees. This would expand the lockers’ functionality, allowing staff to borrow and return various types of equipment beyond just laptops. By broadening the scope of what can be managed through the Smart Lockers, we can further streamline equipment management, improve accessibility, and enhance overall operational efficiency.

The implementation of the LapSafe® Diplomat™ Pro Smart Locker has had a transformative impact on Softcat’s operations, particularly in streamlining the return and collection of leavers kits. The automation, tracking, and self-service capabilities have not only improved accountability and efficiency but have also freed up IT and HR teams to focus on higher-priority tasks. As Softcat continues to explore the full potential of Smart Lockers, they are already reaping the rewards of a better organised and user-friendly process, and they look forward to further innovations that enhance their service offerings.

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