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Featured Customer – Marco

Jeff Gau

Established in 1973, Marco is a 100% employee owned company that helps organizations manage information by applying network expertise to voice, data, video, and print solutions.

Marco is one of the largest copier dealers in the country and is an authorized dealer for HP, Canon, Sharp, and Konica Minolta copiers, printers and MFPs. Marco also provides managed print services, document management solutions, digital color and black and white production print systems, color management, and variable data and workflow software applications.

Marco takes great pride in the experience and attentive service its team of 200 factory-trained and certified service technicians provide their customers. Marco’s dedication to service is the reason they are designated as one of the PROs Elite 100 and a Konica Minolta Pro-Tech Service Center.

In 2012, Marco received the ImageSource Perfect Image Award for Outstanding Managed Services program as well as 2012 Dealer of the Year. Marco has grown its Managed Print Services offering from 2200 to 21,000+ printers over the past four years and plans on expanding its nationwide MPS coverage in 2012.

Marco stays actively involved in the copier industry by serving on the following boards: Service Manager Dale Evens is a member of the Konica Minolta Services Advisory Board; CEO Jeff Gau is a member of the Sharp National Dealer Board and chair of the American Coop Dealer Group Board.

Marco’s success was achieved using BEI’s Advance Comparative Reporting
and Technician Compensation.

Number of Servicing Technicians

Increased 8.5% While Serial Numbers Increased Over 20%

Serial Count to Call Count

Serial Numbers Increased Over 20% While Service Call Counts Stayed
the Same

Average Monthly Parts Cost

Decreased More Than $29,000 per Month on Average

Performance Increases

First Call Effectiveness Increased 14%

Call Back Percentage Decreased 8%

Hold For Parts Decreased 6%