Selecting the Right Managed Print Services Solution - Part Eight

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 have discussed many important factors, including what DCA to use, training options and how much are you willing to invest in getting started and training. Our next factor is:


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



When asked this question, many dealers immediately say, "no."  Their expectations regarding an MPS solution is to discover all the networked devices, report page counts and supply levels and perhaps send alerts on maintenance and service issues.  They may already have some kind of system in place to deal with service issues (usually a simple ticketing program or a manual process).  Maybe they are only doing toner fulfillment and feel a ticketing system isn't needed to deal with replenishment.  In either case, they deliver an inventory of toner cartridges and ask the customer to call if they have a problem.  And that works for a lot of companies.  But there are a few problems with this solution:

1.  You are forced to react to service problems because you weren't made aware of routine device needs (maintenance kit, drum change outs, etc.) until the end user notices the issue.  And typically, they notice it because they can no longer print.

2. It's not scalable.  As the number of devices you are managing increases, the legwork needed to stay on top of all supply and service needs increase.  Rather than increasing efficiencies, this causes bottlenecks and increased room for errors to occur.

3.  Handling tickets manually or through a simplified ticketing program doesn't provide easy access to analytical data on how the technicians are performing or what toner yields you are achieving.

4.  Managing third party relationships are extremely difficult without a built-in ticketing component. Someone must fax or e-mail the request and then follow up until the paperwork is received.  Again, not a scalable solution.

5.  You must track toner usage and service history separately rather than having the data at your fingertips.

Even with all that, you may still feel a ticketing component isn't necessary for you to be successful.  And it might not be, at least today.  However, you should consider selecting an MPS solution that gives you the option.  Who knows what might happen in the next year?  You may be presented with opportunities to take over multi-state or national accounts.  At that point, you will need some type of ticketing system to deal with all the service issues, direct traffic, analyze costs and profitability and manage third party service relationships.  Why not select a solution that gives that option?  One that can be turned on with a click of a button.

How does using a ticketing system solve the problems listed above?

1.  Tickets generated automatically for maintenance and service issues means you are notified the first time the device reports the issue.  This allows you to group tickets together to maximize your ticket-to-tech ratio and create greater efficiencies.  You can also provide proactive management of print devices, as you are responding to service needs often before the end user is even aware there is an issue.

2.  Because all data comes through one interface, one dispatcher or service manager can manage many more devices than if a manual system was in place.  Also, automated tickets means fewer emergency service calls that you must scramble to take care of.

3.  A built-in ticketing component means all data related to managing a customer's print environment (service history, parts, costs, technician notes, etc.) is available at the touch of a button. 

4.  Having the ability to easily tap into a global service network or tie existing third party relationships into one interface is invaluable.  Streamlining this process can mean the difference between success and failure.

5.  Again, processing tickets through your MPS solution on a daily basis gives you access to all types of reports and analysis to help pinpoint problem areas and provide possible solutions.

What do you think?  How important is an MPS solution with a ticketing component in your opinion?  We'd love to have your thoughts and feedback!