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Managed Print Problem Solving – What You Need to Know
Managed services, including print, is a relatively new concept for many companies. There are bound to be problems and challenges that crop up – for resellers as well as for their customers. Learning how to address these difficulties is a key to being successful in the market.
A move to any managed services, including managed print, requires a huge organizational shift, so you need to get your sales staff and other employees thinking about how they can help grow the business, It requires some education.
At Kestrel Printing Limited, Managed print is what we are already doing. We have been providing a service 44 years, and now we’re starting to get into managed print as well. But where we have to have more awareness is being able to deal with a different set of issues that we didn’t have when we were just supplying an end product. Customers are looking for you to assist them in ways you didn’t assist them before.”
That means training employees to handle the support issues that arise with managed print, and making sure they’re well-versed in the terminology, pricing and other aspects of managed print. They need to be able to describe the key benefits of managed print: greater accountability, cost control, which are solutions to the inability to determine printing costs, invisibility of costs, wasted supplies and out-of-control costs.
Resellers need to educate customers as well. Many companies are not yet comfortable with the idea of managed print services or aware of the potential benefits such as cost savings. We’ve been trying to get customers to make a shift to the managed print environment. People seem to move slowly in making a decision. They fear making a change.
Kestrel Printing have saved customers thousands of pounds by providing affordable print solutions, and one of the challenges is creating awareness of the savings that can be realised. For example, many businesses aren’t aware of print costs and often lose money due to excess inventory, leakage and imprecise ordering practices. With managed print, they can better control costs, minimize downtime and add convenience.
For those customers that have invested in managed print services, one of the concerns that comes up, is that they’re exposing their printing services to an outside entity. It’s up to the service provider to quell the fears by ensuring customers that access is limited to confidential information, and that this access enables the reseller to respond to needs more quickly and help ease the burden of print management.
Other customer problems that come up include having partial print management solutions that only cover a portion of their print. Service providers need to work with customers to resolve these issues effectively.
Why is it so important for solution providers to master problem solving? If you provide a viable solution, you are a consultant, an asset to the client, and costs become secondary relative to service provided. It is most important to develop loyal customers.”