A large electric utility company embarked on a digital workplace transformation to reduce costs, simplify operations, and improve the mobile experience for its workforce. As part of this effort, the organization consolidated multiple digital workspace platforms into a single, modern solution.
After selecting a new digital workplace platform, the utility engaged Ximpal to lead the implementation of its Mobile Device Management (MDM) capability—an enterprise solution designed to securely manage applications and data across corporate and personally owned mobile devices.
The Challenge
The MDM rollout presented several complexities:
- Supporting 2,500+ mobile users, including contractors using personal (BYOD) devices
- Ensuring strong security and compliance without disrupting day-to-day operations
- Driving adoption across a distributed workforce with varied technical proficiency
- Eliminating all on-site support due to COVID-19 restrictions
- Transitioning ownership smoothly from project delivery to steady-state IT support
The utility needed a partner who could deliver not just the technology implementation, but also a fully remote rollout strategy that emphasized user adoption, risk mitigation, and operational continuity.
Ximpal’s Solution
Ximpal partnered closely with business stakeholders, internal IT teams, and the MDM software vendor to design and execute a phased, fully remote implementation that balanced security, usability, and scalability.
Our solution combined four core services:
1. Digital Workplace & MDM Implementation
Ximpal led the end-to-end deployment of the MDM solution, ensuring compatibility across device types and user groups. We assessed platform capabilities, identified differences from legacy tools, and aligned configuration decisions with the utility’s security and operational requirements.
2. Change Management & Adoption Enablement
Recognizing that adoption would be critical in a remote environment, Ximpal embedded structured change management into the rollout. Our focus was on reducing user friction, building confidence, and minimizing calls to the Help Desk.
Key activities included:
- Development of clear, user-friendly training materials such as step-by-step guides and short how-to videos
- Proactive communications tailored to each rollout wave
- Virtual office hours and live Webex support sessions to provide real-time assistance
3. Phased Deployment & Risk Mitigation
To reduce disruption, Ximpal designed a pilot-first, wave-based migration approach:
- Small pilot groups validated configuration, training, and support models
- Feedback was incorporated before scaling to the broader user population
- Weekly rollout waves ensured issues were addressed quickly without impacting the full workforce
4. Operational Readiness & Support Transition
Ximpal partnered with the client’s Help Desk team to ensure a smooth transition from project hypercare to long-term operations. This included knowledge transfer, documentation, and alignment on support processes to ensure continuity after go-live.
Results & Impact
Despite the challenges of a fully remote implementation, Ximpal delivered a seamless MDM rollout that improved efficiency, reduced costs, and enhanced the end-user experience.
Key outcomes included:
- 2,200+ devices successfully transitioned, representing 88% adoption of the total mobile population
- Minimal disruption to field and contractor operations
- Reduced complexity and cost through platform consolidation
- Improved security and control across corporate and personal devices
- Empowered end users with simple tools and accessible remote support