Rethink Your Definition of Managed Print Services

 I was recently speaking with the owner of a service company who had been signed up with our application for a while but had not generated much activity.  This is an organization that has been providing toner supplies and traditional printer repair for 10 plus years.  They have a good customer base and are located in a fairly large market with potential new customers all around.  And yet he has been unable to secure many new accounts because, "companies in our area aren't interested in managed print."

Here's the problem:  The companies in his area are probably interested in a managed print services program but their definition of MPS is different from his.  If you are having the same problem, it might be time to take a step back and rethink what MPS means.


In this particular case, MPS meant cost per page to the service provider.  If a customer wasn't interested in that type of billing (or they didn't have enough volume to cover the costs associated with managing the account) then MPS wasn't right for them.  There is no one clear, concise definition of MPS.  It's a wonderfully messy and vague idea.  Which means you can makes it whatever you want, as long as it meets your customers' needs and provides you with increased revenue and profit.

The key is finding out the pain points of your potential customer and crafting an MPS program to alleviates those pains.  Some companies may need a solution that provides all toner, parts and labor, a technology refresh program or completely revamping their fleet with all new gear.  Others may just need someone to monitor their print devices and manage toner fulfillment and service without the intervention of the end users or IT department.  A small organization may just want a solution that notifies them when a new toner is needed and ships it to them automatically. Companies with only two or three printers may even pay a nominal monthly fee for this elevated type of service.

Use your imagination!  If you are using the right MPS solution, you can implement an MPS program in virtually every situation.  As an independent dealer, you are competing with the OEM's, national service organizations and office supply chains in the Managed Print Services market.  You must adapt to the changing needs of your customers to maintain and expand your share of this market.

What do you think?  Have you encountered these kinds of situations?  How have you adapted your approach to fill your customer's specific needs?  How would you define print management?  Please share your experiences!