Every business revolution has its genesis in the need to optimize efficiency, save money and enhance workflows. Well, to take it a step further from a managed print services point of view, a truly comprehensive program focuses on the continued optimization of document output and workflow. That’s the baseline premise for MPS success, notes Kathy De Santi, MPS program manager for Toshiba America Business Solutions.
Kathy De Santi, Toshiba
The adoption of an MPS program—including fleet optimization efforts—can typically save an organization 30 percent of its print related costs, De Santi added, citing statistics from The Gartner Group. MPS programs come in all sizes and flavors, but in order to implement a truly comprehensive program, it must cover the A to Z of document management. De Santi outlined the ideal platform containing the following elements:
- Assessment services, which includes detailed data and floor plan reviews to confirm requirements and optimize device placement prior to new device procurement.
- Optimization services, including reallocating usable networked printers where appropriate.
- Legacy printer maintenance and supplies to support existing fleet requirements.
- Document output and device management solutions designed to help simplify and overcome device and fleet management issues, as well as optimize, protect and control print volumes and expenses.
- Workflow Solutions to capture/scan, process, manage (index/archive/search) and distribute the electronic document images and the data they contain.
- Security programs, tools and technologies to safeguard equipment and information processed.
- Environmentally-friendly programs to promote green initiatives, including toner recycling and reforestation.
- End user behavior management. The solution should include strategies and technology to help reduce printing, lower costs and encourage environmental responsibility.
“Resellers should first understand customer needs and goals related to managed services and then design a comprehensive strategy that helps their clients achieve their vision,” she said. “It must be a truly executable approach that incorporates all aspects of the operations back end (supplies, break/fix service, billing); efficient processes and procedures; and strong analytics to verify performance and strive for continual improvement.”
Greg Chavers, Lexmark
Indeed, taking a holistic approach to managed print is the key to expanding the MPS conversation beyond mere break/fix and auto toner replenishment considerations, according to Greg Chavers, vice president, North American Business Channels and SMB for Lexmark. Assessments prior to an engagement and throughout the contract will help ensure that dealers and customers remain in lock step.
“Full transparency and timely customer communications via easy-to-understand reporting and quarterly business reviews will help keep customers satisfied,” Chavers said. “By clearly and frequently articulating the savings you’re providing them—both in dollars saved on toner and service pricing, as well as the soft costs of workflow improvements, staff productivity and increased uptime—you are proving that the strategy works.”
Jim Joyce, Xerox
Xerox has enjoyed a 90-plus percent loyalty rating with its large enterprise MPS customers, notes Jim Joyce, vice president of MPS for Xerox’s U.S. Channels Unit. The more evolved MPS program extends beyond supplies and service; for example, Xerox helps end users manage the environmental footprint as it relates to print with the reduction of fresh water and live trees used in the process, along with electricity consumption. Security and compliance considerations, such as user authentication via a card or mobile phone from nearly any vendor, or iPhone, can provide extra protection for the end user, the organization and help build confidence in the dealer’s program.
“Dealers can improve their strategic relevance and client retention with the commitment to truly understand holistic MPS strategy and the tools to enable that and create a multi-layered model with their customers,” Joyce said. “They’ll retain the customer for life, change the dynamic that exists in the channel and drive greater retention and greater strategic relevance of their business to their end customer.”
