Selecting The Right Managed Print Services Solution - Part One

Probably the most important ingredient in a successful Managed Print Service (MPS) Program is the selection of the technology used to remotely monitor your customers print environments. You, the independent service provider, need to determine what your requirements are and what features are most important to you. Is there a stock set of requirements that fit every situation? It's doubtful.

Remember, MPS isn't a cookie cutter term. It means different things to different independent service providers, and definitely will mean different things to your customers. So don't implement a cookie cutter solution. That will take you down the wrong path and waste lots of valuable time; time you just can't afford to waste. The first step should be to determine the most important variables for your business and your customers.

Although by no means a complete list, here are a few that I consider important:

How autonomous do you want to be?

How flexible is the solution? How flexible do you need it to be?

Is the DCA (Data Collection Agent) software or hardware based?

Will it meet ALL customer requirements?

Where does the solution and data reside?

What's the financial investment in getting started?

Are there affordable training options?

Do you need a built in ticketing system to track device alerts?

Are the alerts customizable down to an individual device?

How does the solution handle local devices? Or does it? What are the options?

Will you need to leverage third party servicing companies?

Do you have a service directory that you can tap into?

Do you have the choice on who services your account?

Is it a scalable solution, both in terms of managing print environments and the costs associated with using it?

How detailed is the reporting? Will it show  where you're making and losing money?

Over the next few days, we will explore each of these questions in depth.

How autonomous do you want to be?

Some solutions are tied to toner vendors or parts suppliers. Some come bundled with national service and dispatch. Some take you completely out of the driver’s seat altogether; software, toner, parts, and labor. While these may appear very attractive to smaller companies, particular those that do not currently have an in-house service department, buyer beware!

What is the trade off in going with these types of solutions? For example, are you required to purchase a minimum dollar amount every month? What happens if you fall below this minimum? If you determine the toner cartridges used in conjunction with the solution doesn't meet you or your customers' needs, what options do you have? Can you switch to another vendor and still maintain access to your managed print program? If not, what impact and exposure could that create? What kind of guarantees are in place to prevent your accounts from being exposed to potential competitors? Do you have the freedom to pick and choose who does the actual servicing of your customer accounts? Do you have full account ownership and control of your solution...really?

Let us know what you think. Do these questions cover the key deciding factors of selecting an MPS solution? What did I miss? Please leave a comment or contact me directly with your suggestions.