Managed Print Services & the Power of the Independent

Selecting the Right Managed Print Services Solution - Part Sixteen

noreply@blogger.com (Karen Czarowitz) — Thu, 18 Nov 2010 12:00:00 +0000

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.

The goal of this series is to present a list of potential requirements you would have for a complete MPS solution. Some of the items on this list may not pertain to you at the start, but you should still consider them when evaluating and selecting the right solution. As we near the end of the series, our next item on the list is:

How detailed is the reporting?
Whatever solution you select, it will be gathering important data related to your customers' print environments. If there is an imbedded ticketing system, even more information is potentially available. What does the application do with this data?

Service Reports

If there is an embedded ticketing system, do you have access to reports that provide detailed service history per device? What about service response time, recalls and call duration data? Are there reports available to evaluate your internal service department, down to an individual technician? What about third party service providers? These are all elements of running an MPS program that are vital to analyze.

Print Device Activity and Utilization

Of course you should have reports that show the actual print volume for specific date ranges. Reports that contain model specifications can be helpful as well. Also important? Device utilization as measured by the percentage of duty cycle used. What about highlighting those specific devices that may be over or under utilized? Part of an MPS program should be evaluating the customer's environment and offering recommendations on device redeployment, retirement or acquisition to right size their environment, make the end users more efficient and extend the life of their existing equipment.

Billing, Cost and Profitability Data

Billing and cost reports should be included as a matter of course. Gross profit reports that provide data across the entire account, by program type and/or individual device gives you a clear picture on where you are making and losing money. How about reporting that pinpoints only those devices that are being managed at cost? How important is it to be able to identify exactly what devices are reducing your profit so that you can take steps to contain or element the problem?

Part and Toner Tracking

Another major component of your cost and profitability is associated with toner yields. Toner accounts for approximately 60-70% of the total cost to manage a print device. And if the yields fall below the manufacturer's stated yields, that percentage will increase. Does the system you are considering allow you to track actual toner changes (as opposed to making assumptions as to the percentage of yield achieved), calculate average yields and display this data to you? How about providing consumable saturation data to determine if devices, particularly color models, are printing "virtual pages" (for example, 2,000 pages printed on a 5,000 yield cartridge translates to 3,000 pages' worth of toner used but not billed for) and help you bill the customer for these pages?

Reporting Flexibility

Does the system offer pre-built reports? Are there a variety of filters to slice and dice the data as you desire? Do you have the option to either print or export the reports? Is data available through a report writer? Is this convenient for you or does it simply add another learning curve that must be overcome in order to get the information you need?

These are just a few of the variables to consider. What has been your experience with the reporting component of MPS solutions? What would your ideal reporting interface look like? Have they proved helpful in managing your business? What other factors related to your selecting an MPS solution should be considered?

Next in Managed Print Services Movie Series Uploaded to YouTube

noreply@blogger.com (Karen Czarowitz) — Fri, 12 Nov 2010 12:00:00 +0000

The next movie in Miracom Network's Business Solutions Series has been uploaded to YouTube.

Managing Obsolete Toner Inventory discusses the reality in business today: Print devices have a finite life and will at some point be retired. This often results in obsolete toner inventory that, in most cases, cannot be returned to the vendor and must be written off. How is the organization dealing with obsolete inventory? Is anyone policing this area of the business? More importantly, is their existing vendor or service provider managing the process for them?

How does the Business Solution Series promote an independent managed print service initiative? First, it highlights the fact that as an independent, you aren't tied to a specific toner source. You can provide the best option for your customer. It also positions you as the expert when it comes to their print needs.

Just as important, this series provides valuable marketing tools to reach new and existing clients. They can be integrated into a very effective e-mail campaign, allowing you to send 10 different messages to a customer, one or more of which is bound to hit the mark. Best of all, you don't have to spend marketing dollars or allocate staff time coming up with a message; it's already built!

Even if you choose not to send the movies directly to your leads, they can help you develop your own marketing spin. Use them to kick start your own ideas and develop a winning strategy to maintain your current accounts and expand your customer base!

Please take a few minutes to watch the the latest movie and give us your feedback. Do you think these movies would be helpful in your managed print services initiative? Do you have suggestions of other topics we could cover? How can we help support your efforts? Let us know. Also, please subscribe to our You Tube channel; we certainly would appreciate it!

Selecting the Right Managed Print Services Solution - Part Fifteen

noreply@blogger.com (Karen Czarowitz) — Wed, 10 Nov 2010 12:00:00 +0000

Can you select what alerts/tickets you receive for a customer down to a device level?
Does the solution have logic to prevent multiple notifications of the same issue?
Are you able to track all toner and service needs through the system, even if a third party vendor is used?
Can you separate your customers and/or locations into separate units? This is extremely important if there is more than one dispatcher managing the process.
Do you have real time reporting that will help track service history, print volume, device utilization, costs and profitability?

These are just a few of the variables to consider. What other factors related to your selecting an MPS solution should be considered? Are the benefits of using a solution that provides toner and service outweighed by the restrictions that are often in place? What has your experience been?

Latest Managed Print Services Movie Uploaded to YouTube

noreply@blogger.com (Karen Czarowitz) — Fri, 05 Nov 2010 11:00:00 +0000

The next movie in Miracom Network's Business Solutions Series has been uploaded to YouTube.

OEM Versus Compatible Toners tackles an extremely important issue in Managed Print Services. What are the factors for a customer in deciding whether to use OEM or compatible toners for their environment? If OEM is selected, is it because of some perception of higher quality? Does the additional cost equate to better performance or higher yields? How do they monitor and evaluate toner yields to ensure they are achieving better results? Do they have the tools? Does their current toner supplier?

How does the Business Solution Series promote an independent managed print service initiative? First, it highlights the fact that as an independent, you aren't tied to a specific toner source. You can provide the best option for your customer. It also positions you as the expert when it comes to their print needs.

Just as important, this series provides valuable marketing tools to reach new and existing clients. They can be integrated into a very effective e-mail campaign, allowing you to send 10 different messages to a customer, one or more of which is bound to hit the mark. Best of all, you don't have to spend marketing dollars or allocate staff time coming up with a message; it's already built!

Even if you choose not to send the movies directly to your leads, they can help you develop your own marketing spin. Use them to kick start your own ideas and develop a winning strategy to maintain your current accounts and expand your customer base!

Please take a few minutes to watch the the latest movie and give us your feedback. Do you think these movies would be helpful in your managed print services initiative? Do you have suggestions of other topics we could cover? How can we help support your efforts? Let us know. Also, please subscribe to our You Tube channel; we certainly would appreciate it!

Selecting the Right Managed Print Services Solution - Part Fourteen

noreply@blogger.com (Karen Czarowitz) — Wed, 03 Nov 2010 11:00:00 +0000

Is the solution backed by an OEM? Printer manufacturers have a robust service network in place that can cover most of the country. Most of these companies have started bypassing the dealers to sell MPS direct to corporate accounts. This makes them potential competition in your market for business.
If the solution provides toner fulfillment, do you have any say in this process? Can you choose compatible cartridges or must you use OEM? What if there are quality issues?
Can you manage some service tickets in house and send other service requests to the solution provider for management? Is it an "all or nothing" proposition?
Do you have the option to select which provider in their network is sent out? Can you prevent a direct competitor from being sent to your customers' facilities?
Are you given the contact information of the service provider in case you have questions or need clarification on work performed?
Will the solution manage your customers' entire environment? Do they place restrictions according to manufacturer, technology (laser versus ink) or billing mechanism? If so, how to you manage the rest of their needs?

What other factors related to your selecting an MPS solution should be considered? Are the benefits of using a solution that provides toner and service outweighed by the restrictions that are often in place? What has your experience been?

Selecting the Right Managed Print Services Solution - Part Thirteen

noreply@blogger.com (Karen Czarowitz) — Tue, 26 Oct 2010 11:00:00 +0000

Is the solution backed by an OEM? Printer manufacturers have a robust service network in place that can cover most of the country. Most of these companies have started bypassing the dealers to sell MPS direct to corporate accounts. This makes them potential competition in your market for business.
If the solution provides toner fulfillment, do you have any say in this process? Can you choose compatible cartridges or must you use OEM? What if there are quality issues?
Can you manage some service tickets in house and send other service requests to the solution provider for management? Is it an "all or nothing" proposition?
Do you have the option to select which provider in their network is sent out? Can you prevent a direct competitor from being sent to your customers' facilities?
Are you given the contact information of the service provider in case you have questions or need clarification on work performed?
Will the solution manage your customers' entire environment? Do they place restrictions according to manufacturer, technology (laser versus ink) or billing mechanism? If so, how to you manage the rest of their needs?

Selecting the Right Managed Print Services Solution - Part Twelve

noreply@blogger.com (Eddie Lederer) — Tue, 19 Oct 2010 11:00:00 +0000

Rethink Your Definition of Managed Print Services

noreply@blogger.com (Karen Czarowitz) — Fri, 15 Oct 2010 11:00:00 +0000

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!

Selecting the Right Managed Print Services Solution - Part Eleven

noreply@blogger.com (Karen Czarowitz) — Wed, 13 Oct 2010 11:00:00 +0000

Make Your Voice Heard! Vote in Our First Managed Print Services Poll.

noreply@blogger.com (Karen Czarowitz) — Fri, 08 Oct 2010 11:00:00 +0000

Our Managed Print & the Power of the Independent blog has been up and running for several months now. Our main emphasis is supporting the local dealer, providing strategies and support to develop, implement and managed a successful MPS solution. Now, we'd like to hear from you. Please take a minute to participate in our first poll. We'd love to hear about your challenges and obstacles so that we can provide the tools to help you be successful in your market. Don't see your answer? Then write in your vote!

We'll share the results in a subsequent blog and try to give you the tools, techniques and strategies to overcome them.

Selecting the Right Managed Print Services Solution - Part Ten

noreply@blogger.com (Karen Czarowitz) — Tue, 05 Oct 2010 11:00:00 +0000

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.

The goal of this series is to present a list of potential requirements you would have for a complete MPS solution. Some of the items on this list may not pertain to you at the start, but you should still consider them when evaluating and selecting the right solution. Our next item on the list is:

How does the solution deal with local devices?

Eight years ago when we first started developing an MPS solution, local devices were thought to be going the way of the dinosaur. "Everyone's moving to streamlined environment where print is sent to a central location for maximum efficiency and document control." Guess what? All this time has passed and non-networked devices can still comprise a large portion of a company's print environment. You must offer a complete solution to your customer in order to secure their business. The reason they are moving to an MPS solution is to consolidate all their services so the process is better managed.

In order to do that, you definitely need to select a technology that will allow you to manage these local devices, process toner and service requests, record print volume and track the costs associated with managing these devices. This is the only way to have a true picture of not only your customer's print environment but how well you are managing the overall process.

The first decision is whether or not to monitor locally attached devices. Less security-centric customers or those with a lot of local devices may be fine with installing software. If so, here are a few questions you might want to think about when selecting which technology to use:

1. How is the software deployed? Must it be installed on each individual computer or can it scan a network to capture data?

2. Is a separate software program required to monitor local devices or is it imbedded into the existing technology?

3, Is there authentication credentials required to deploy and activate the software? This will be very important to your customer's IT department. They will want assurances that no action is being taken on their network without their approval.

4. What data will be captured? Will you get an supply and service alerts?

5. How are page counts captured? Do you have access to edit and correct page counts based on manual page counts gathered on a monthly, quarterly or annual basis?

6. How much IT/end user interaction is necessary?

7. Can some computers be excluded?

8. Will service tickets be generated automatically or does the end user have to notify you of an issue?

You will encounter many customers that absolutely will not allow third party monitoring software to be installed onto their network, even for networked devices. You will typically encounter this in financial institutions and hospitals, as well as municipal, state and federal governments. In these situations, you need a solution that will allow you to deal with local devices.

There are several factors to consider. You must be able to:

1. Add manual devices to an account.

2. Manage these devices under any program type, including CPP.

3. Input page count data, either through obtaining actual page counts on a scheduled basis or add print volume when processing tickets. The inability to monitor these devices should not dictate how you bill the customer.

4. Provide your customer with a view of their entire environment, including reporting and service history.

5. Keep track of all service, parts and toner activities, your costs, billings and profitibility throughout the account.

6. Have manual devices automatically converted to manual if network cards are installed while still retaining all historical information.

What do you think? Have you encountered situations where you must deal with local devices and weren't sure on how to do so? Are you able to manage these local devices efficiently or are you looking for a better way? What solutions have you come up with to deal with this situation? We'd love to have your thoughts and feedback!

Next Managed Print Services Movie Uploaded to YouTube

noreply@blogger.com (Karen Czarowitz) — Thu, 30 Sep 2010 11:00:00 +0000

The next movie in Miracom Network's Business Solutions Series has been uploaded to YouTube.

Proactive Device Management highlights the inefficiencies that exist in most companies' process of managing their print devices and offers a solution through the implementation of a managed print services application.

How does the Business Solution Series promote an independent managed print service initiative? First, it highlights the fact that as an independent, you aren't tied to a specific toner source. You can provide the best option for your customer. It also positions you as the expert when it comes to their print needs.

Just as important, this series provides valuable marketing tools to reach new and existing clients. They can be integrated into a very effective e-mail campaign, allowing you to send 10 different messages to a customer, one or more of which is bound to hit the mark. Best of all, you don't have to spend marketing dollars or allocate staff time coming up with a message; it's already built!

Even if you choose not to send the movies directly to your leads, they can help you develop your own marketing spin. Use them to kick start your own ideas and develop a winning strategy to maintain your current accounts and expand your customer base!

Please take a few minutes to watch the the latest movie and give us your feedback. Do you think these movies would be helpful in your managed print services initiative? Do you have suggestions of other topics we could cover? How can we help support your efforts? Let us know. Also, please subscribe to our You Tube channel; we certainly would appreciate it!

Selecting the Right Managed Print Services Solution - Part Nine

noreply@blogger.com (Karen Czarowitz) — Tue, 28 Sep 2010 11:00:00 +0000

New Managed Print Services Movie Uploaded to YouTube

noreply@blogger.com (Anonymous) — Wed, 22 Sep 2010 11:00:00 +0000

The next movie in Miracom Network's Business Solutions Series has been uploaded to YouTube.

How to Determine Toner Quality discusses the importance of understanding first what an acceptable yield is and then how to know if the toners being supplied by your vendor are meeting your standards.

How does the Business Solution Series promote an independent managed print service initiative? First, it highlights the fact that as an independent, you aren't tied to a specific toner source. You can provide the best option for your customer. It also positions you as the expert when it comes to their print needs.

Just as important, this series provides valuable marketing tools to reach new and existing clients. They can be integrated into a very effective e-mail campaign, allowing you to send 10 different messages to a customer, one or more of which is bound to hit the mark. Best of all, you don't have to spend marketing dollars or allocate staff time coming up with a message; it's already built!

Even if you choose not to send the movies directly to your leads, they can help you develop your own marketing spin. Use them to kick start your own ideas and develop a winning strategy to maintain your current accounts and expand your customer base!

Please take a few minutes to watch the the latest movie and give us your feedback. Do you think these movies would be helpful in your managed print services initiative? Do you have suggestions of other topics we could cover? How can we help support your efforts? Let us know. Also, please subscribe to our You Tube channel; we certainly would appreciate it!

Implementation Steps For A Managed Print Services CPP Pilot Program.

noreply@blogger.com (Eddie Lederer) — Thu, 16 Sep 2010 12:00:00 +0000

For many customers, moving forward with any business solution requires considerable research, and is often met with hesitation. This is the best time to offer up the concept of moving forward with a “Pilot Program.” We have found that a 90‐day “Pilot Program” is a valuable approach to building a long‐term print management partnership. First, it affords your customer or prospect the opportunity to implement the program with minimal financial exposure or contractual commitment. Second, it allows them to evaluate and experience all aspects, as well as the overall efficiencies of your Managed Print Services Solution - a “Try before you buy!” opportunity.

* Step One: Install a DCA

First, about your DCA (Data Collection Agent); are you installing a software DCA or a network appliance based DCA (hardware DCA solution); much of that decision will depend on the security concerns of the end-user IT department. Remember to provide flexibility; options that will meet your customer needs and expectations.

Typically it will make a lot more sense to first install your DCA prior to establishing an initial cost per page (CPP) rate. This approach will provide you with a much clearer picture of the number of devices to be included, their physical locations, % of duty cycle currently being utilized, along with their related and overall print volumes. You’ll be in a better position to adequately establish your initial CPP rate, once you have this data.

* Step Two: Establish an Initial CPP Rate.

Next, establish the initial CPP rate with your customer. This rate can be determined a number of ways but one that will be easiest for the customer to engage with, is one that identifies their current hard costs, and sets a rate at or below that figure. This can be determined by taking the total amount of corporate dollars spent on print and dividing that figure by their total pages printed. Unless their business is seasonal, this estimate of pages can be determined with a one month period and can be best identified once your DCA is installed. Since many customers are not able to provide you with all the data necessary to fully establish the initial rate, starting out with a “Pilot Program” allows for the establishment of an initial rate with an understanding that said rate can be a review and adjust appropriately.

* Step Three: Tag Print Devices and Make Certain They Meet OEM Standards.

If a print device does not meet OEM standards, repair costs could significantly impact your ability to manage the print environment within the confines of the cost per page rate established. It needs to be made clear that bringing equipment up to spec or documenting possible exclusions on the front end, will allow you to meet all performance obligations based on the negotiated cost structure.

* Step Four: Reconcile Gap between Initial CPP Rate and Actual CPP Rate.

At a pre-negotiated time, if required, you and your customer should sit down and review the numbers. A historical perspective of their print environment and the services you are now providing, will allow you both to more realistically gauge and agree on the accuracy or needed adjustments to the cost per page rate. This analysis period usually requires 3-6 months of data.

* Step Five: Continue to improve on your profit margins and where possible reduce the CPP Rate.

Managed Print Services is an on‐going process. It is not a one‐time event! You should get together periodically through‐out the year to review operational data on your customer’s print environment. Your MPS software will provide you with the very information you need to evaluate print environments in real‐time, and understand how to improve upon them, as environments and print patterns change.

Selecting the Right Managed Print Services Solution - Part Eight

noreply@blogger.com (Karen Czarowitz) — Tue, 14 Sep 2010 11:00:00 +0000

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!

Miracom Network President Publishes Article in Leading Managed Print Services Periodical

noreply@blogger.com (Karen Czarowitz) — Wed, 08 Sep 2010 12:01:00 +0000

Eddie Lederer, President of Miracom Network, recently published an article in Photizo Group's publication MPS Monthly. Part of the Market Intelligence Package, this newsletter offers insights, strategies and information related to structuring and managing a successful MPS offering.

Eddie's article, titled "Transitioning a Traditional Printer Company Into a Hybrid Dealer", details the success of an independent toner and service provider that over the course of a few years, grew into a strong hybrid dealer; offering not only toner replenishment and service but a full blown MPS solution for his customers. By progressing at a pace that was comfortable for him, he gained confidence to expand his business beyond both his historical capabilities and internal geographic reach. The key was having a MPS solution that could meet him where he was while providing the tools to grow, as he became more confident. For independent dealers, it is vital to select a solution that, along with data, provides the necessary guidance to become a successful hybrid dealer.

A leading source of MPS information, Photizo Group offers a variety of tools to assist the MPS provider. To learn more, please visit their online store or their corporate site.

Selecting the Right Managed Print Services Solution - Part Seven

noreply@blogger.com (Karen Czarowitz) — Fri, 03 Sep 2010 11:00:00 +0000

What Should be Included and/or Excluded From a Managed Print Services Agreement?

noreply@blogger.com (Eddie Lederer) — Tue, 31 Aug 2010 11:00:00 +0000

This is a great question and one that we get asked a lot. The answer is simple; what will it take to get the deal; what is the customer looking for and how can you move the engagement forward with the minimal objections. So the answer really depends on the circumstances. We are seeing all kinds of proposals being put forth on cost per device (CPD) programs. Each are varied in their approach. Some seek to offer all parts and labor bundled into cartridge purchases, but will then exclude accessory items such as sheet feeder and scanner repairs, for example. Other CPD programs set a fixed monthly fee for parts and labor with only toner being excluded from the CPD rate. Some use a “kill trees” model and offer all toner needed at a fixed monthly fee, excluding all repair labor and/or parts. Under a cost per page (CPP) model, you also have the flexibility to offer a toner only CPP program or a service only CPP program. This may come into play where the customer is currently under a toner or maintenance contract but is looking to engage your services for all the benefits of remote management, asset tracking, over and under utilization, right sizing, and full reporting capabilities.

That being said, under a CPP, it’s much more common to see toner, service, parts and labor included under the program. Exclusions are typically tied to accessories, add‐ons, jet direct cards, and employee neglect. Many CPP programs will even factor in a technology refresh program by charging a slightly higher per page rate and then phasing in either refurbished or new equipment over the life of the agreement. This is a very effective way to demonstrate that under a managed Print Services program, your customer will never need to purchase any additional equipment (except for expansion) in support of their current print environment.

When Engaging On A Managed Print Services Program, Is It Better To Install The DCA Before Equipment Tagging?

noreply@blogger.com (Eddie Lederer) — Thu, 26 Aug 2010 12:00:00 +0000

Typically it will make a lot more sense to first install your DCA (Data Collection Agent) prior to any equipment tagging. This will give you a much clearer picture of the number of devices and locations, serial numbers, etc., and you’ll be in a better position to go to the customer facility and appropriately tag and inspect the devices to be covered.

Are you installing software DCA or a network appliance based DCA (hardware DCA solution); much of that depends on the security concerns of the end-user IT department. Provide options and flexibility that meets customer needs and expectations.

Obviously, if the engagement process requires an inspection of the existing equipment prior to moving forward, first installing your DCA may not be an option; but I would certainly be pushing hard for this. When possible, make that part of your engagement process. Ask for the DCA installation to:

1- Immediately provide them with data on number of devices, device locations, usage, and current service needs

2- Allow you to perform the initial equipment inspection and evaluation more efficiently.

Get your DCA installed as quickly as you can in the sales cycle. Once installed, you’ll be in a much better position to demonstrate your value. Make it real and meaningful; highlight your capabilities early in the process. Once they see value in your solution, they will be more likely to implement at some level.

When Would You Implement A Managed Print Services Pilot Program?

noreply@blogger.com (Eddie Lederer) — Tue, 24 Aug 2010 11:00:00 +0000

Getting Started:

At the commencement of a “Pilot Program”, all parties will determine which print devices are to be included. An inspection of the print devices and the tagging of those devices should be the next step in order to identify the physical locations and condition of all equipment that will be included in the program. The installation of a DCA is an important step in automating the process and demonstrating the value of your solution. Then, for 90‐days, your customer/prospect will be able to experience the benefits of your Print Management solution. Feel free to contact me directly (214-292- 2940) to discuss this approach in greater detail.

Selecting the Right Managed Print Services Solution - Part Seven

noreply@blogger.com (Eddie Lederer) — Thu, 19 Aug 2010 11:00:00 +0000

Is the cost based on users or a flat rate?
Is there an annual cost associated with it?
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?
Does it contain sample presentations and demonstrations for your use?
Are worksheets, PowerPoint presentations and sample contracts included?
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.

Managed Print Services Engagements and Bringing Equipment “Up To Spec.”

noreply@blogger.com (Eddie Lederer) — Tue, 17 Aug 2010 11:00:00 +0000

This is one of the steps that will need to be address when implementing a Managed Print Services program. There are several methods of dealing with bringing equipment up to OEM specification when taking over the full responsibility for all maintenance issues going forward. The important point is to not allow this to become a barrier to getting started. You need to

get your solution in place as soon as possible. Below are a couple of common methods we have seen for dealing with this issue. See which works best in a particular situation and know that you can come up with any hybrid that meets the customer needs and helps to move the deal forward

* Inspection of existing equipment:

At the start of the program, it will usually be a good idea to inspect all of the equipment and come up with a detailed list of equipment conditions, accessory attachments, parts needed, and the associated cost to bring the equipment up‐to‐spec. This can be presented to the customer with several different going forward methods:

* Discount, repair & Include:

Under this approach, you may present the retail cost of parts and labor and also show your actual or slightly inflated cost (your decision on how to play this) to the customer. The point here is to give them a strong incentive to want to bring all their equipment up‐to‐spec at a figure that would represent value and savings to them. Understand that most customers will understand that a used car owner looking to put an extended warranty on their vehicle will need it inspected and certain things repaired in order to have a new bumper to bumper warranty issued. You would be offering the same thing and willing to do it at a discount. You need to communicate that you are not looking to make margins on this process; you are seeking to cover the fair costs of initial implementation. You may even demonstrate small repair items such as “needs a thorough PM or pick up rollers” as no charge events in your proposal.

* Document & Exclude:

Under this approach, you may present the retail cost of parts and labor and also show your actual or slightly inflated cost to the customer. Again, the point here would be to give them a strong incentive to want to bring all their equipment up‐to‐spec at a figure that would represent value and savings to them. If this is not the direction they want to go on all or any part of their equipment, then you can include this list of items as an addendum to your agreement and flag them as billable items when the repairs become needed. This approach has worked well for many service providers.

* Blended Initial Rate:

Under this approach, you may present the retail cost of parts and labor and also show your actual or slightly inflated cost to the customer. Again, the point here would be to give them a strong incentive to want to bring all their equipment up‐to‐spec at a figure that would represent value and savings to them. You may then agree to a slightly higher per page rate until the cost of initial up‐to‐spec repairs meets that figure, at which time the rate will adjust downward.

Whatever the method, remember that meeting the customer needs and expectations is key to a successful implementation. Be creative and demonstrate flexibility in your approaches to meeting their needs.

Managed Print Services "Business Solution Series Movie"

noreply@blogger.com (Karen Czarowitz) — Wed, 11 Aug 2010 11:00:00 +0000

The next movie in Miracom Network's Business Solutions Series has been uploaded to YouTube.

The Repair Management Process movie discusses all the interactions necessary by the customer to identify a print service need, contact a service provider and then following the life cycle of that request. How are they managing that process? Do they have a way to measure the quality of these repairs? Why not select a provider that can take over this process, freeing up their staff for more important work?

How does the Business Solution Series promote an independent managed print service initiative? First, it highlights the fact that as an independent, you aren't tied to a specific toner source. You can provide the best option for your customer. It also positions you as the expert when it comes to their print needs.

Just as important, this series provides valuable marketing tools to reach new and existing clients. They can be integrated into a very effective e-mail campaign, allowing you to send 10 different messages to a customer, one or more of which is bound to hit the mark. Best of all, you don't have to spend marketing dollars or allocate staff time coming up with a message; it's already built!

Even if you choose not to send the movies directly to your leads, they can help you develop your own marketing spin. Use them to kick start your own ideas and develop a winning strategy to maintain your current accounts and expand your customer base!

Please take a few minutes to watch the the latest movie and give us your feedback. Do you think these movies would be helpful in your managed print services initiative? Do you have suggestions of other topics we could cover? How can we help support your efforts? Let us know. Also, please subscribe to our You Tube channel; we certainly would appreciate it!

Methods For Addressing Existing Inventory Levels When Implementing Managed Print Services (Cost Per Page) Programs

noreply@blogger.com (Eddie Lederer) — Thu, 05 Aug 2010 11:00:00 +0000

There are several methods of dealing with beginning inventory at the start of a Managed Print Services (cost per page) program. The important point is to not allow beginning inventory from being a barrier to getting started. You need to get your solution in place as soon as possible. Below are a couple of common approaches that can be utilized to address beginning inventory. These will help to remove any barriers from moving forward, and can help expedite implementation. See which works best in a particular situation and know that you can come up with any hybrid that meets your customer’s needs and helps to move the deal forward.

* Page Credits:

Under this scenario, you would add up all the remaining on site inventory and provide the customer with a credit in future pages printed. These credits can be spread over any number of their future invoices. For example, the credit may be 100,000 pages and the customer prints approximately 500,000 pages per month; you may issue them a 25,000 page credit against their next four (4) months invoices.

Calculating Page Credits:

Take the total number of toners per cartridge class and times it by the credits you agree to give per cartridge. Take the total value of each of those classes and divide that dollar amount by the per page rate agreed upon. That will yield you a page credit per class. By then adding up all the class page credits, you will now have the total beginning inventory credit. Now you need to decide over what period of time you wish to spread these credits out and present this to your customer. This process will be viewed as very fair by your customer, remove any obstacles to moving forward immediately, and prove to be an easy transition for both you and you customer.

* Inventory Valuation:

Another method is to take an inventory valuation and agree that at the end of the contract term. Should the contract not be renewed, that you will leave them with an equivalent valuation of inventory?

* Discounted Dollar credit:

Some may wish for you to come up with an upfront dollar credit verses a page credit. This is typically accomplished by taking the total cartridges in stock, per class, and then agreeing on a fair per cartridge credit amount, and then issuing them a credit to be applied over some number of future invoices. This is less attractive and a harder figure to agree upon. The customer will typically want a credit equal to the amount they paid for the cartridges; you, on the other hand are being asked to except cartridges that you have no idea as to their level of quality or control over some, possibly inflated price that they may have paid. As the title suggests, a Discounted Dollar Credit will usually work best when all can agree on a discounted per cartridge credit that is fair to both parties.