Selecting the Right Managed Print Services Solution - Part Seven

This series discusses some of the key factors in selecting the right MPS solution for your organization.  As an independent, time is precious.  Having fewer resources than national service organizations and the OEM's, you need to quickly assess your options, make your selection and implement it.  Hopefully, the questions we are posing help you in this process.

In previous posts, we discussed how autonomous you wish to be, the need for flexibility in a solution, hardware versus software DCA's and finding a solution to meet all your customers' requirements. Our next factor is:


Are there affordable training options?

Software is software, and they all have a learning curve.  Some are easier to master than others.  The important consideration is does the solutions company offer a variety of options that can fit all your needs?

Online Help

This is a must.  Your users need to have answers at their fingertips.  Does the Help link take you to the topic related to the page you are on?  Can you search through it easily?  Does it provide cross links to other topics in order to completely answer your questions?  Does it provide downloadable movies and worksheets in addition to text on the page?  Some people learn visually and others are auditory.  Make sure the online Help system meets everyone's needs.


Training and Support

Does the solutions company provide training options, in person, via e-mail and over the phone?   Can you choose different tiers or go a la carte? Will they help you with your first end user demonstrations until you are comfortable with the solution?  Basically, can they provide you optimum support, based on your needs at that moment?

ELearning

ELearning is a big buzzword these days.  It's a hot trend that allows software users to have access to information and training materials 24/7.  It can be very efficient and cost effective.  There are some things to consider, however:

1. Is the cost based on users or a flat rate?
2. Is there an annual cost associated with it?
3. How extensive is the ELearning?  Does it cover only the software itself or does it provide sales and marketing tools designed to help present and close MPS deals?
4. Does it contain sample presentations and demonstrations for your use?
5. Are worksheets, PowerPoint presentations and sample contracts included?
6. Will it provide you strategies on dealing with beginning inventory, bringing existing devices up to spec and implementing a pilot program?

Selecting the Managed Print Services solution that is right for you isn't just a matter of who has the lowest price.  Just as your MPS initiative offers your customer more than just a savings over their existing solution, the MPS solution you select should not only be cost effective but support you in your efforts to maintain and increase your market share.

How important do you feel training and support options are in selecting your solution?  Are there other factors that should be taken into consideration?  Let us know what you think.