Dec 22, 2010
The previous three installments of this series were meant to provoke thought … The MPSA ’s definition of MPS:
“Managed print services is the active management and optimization of document output devices and related business processes.”
… and four basic MPS business engagement opportunities were identified:
In part one of the floodgates series, Choosing the Plan and Software, it was suggested that questions should be asked to help dealers choose the software that will fit with the MPS model they would be offering.
Product knowledge and usage training was another topic of consideration as were network security and various deployment and machine discovery options.
In part two, Meters, Supplies and Service Monitoring, gathering and managing meter data was a major focal point. Commentary included imaging device supply and service status reporting.
An end-user example was dissected in part three, Putting MPS Software to Work, to show how supply and service fulfillment could add revenue to the bottom line. The posting concluded with a short discussion on billing practices to further cut operating costs.
This final installment of the series will call attention to some of the other aspects of print management. Let’s continue to see what else MPS software can do …
It has been said, “MPS is all about gathering data … Lots of data.” Deploying software is an ideal way for dealers to gather information about the imaging fleet they intend to manage. Once installed, MPS software will be able to determine:
In our Information Management posting we noted that data gathered by MPS software is available in a variety of formats … device location maps, charts, graphs, “dashboards”, tables, spreadsheets and other documentation are common. Making sense of the information requires diligence and attention to detail.
NOTE – The MPS provider may need someone on staff to be a “number cruncher” to make sense of the detail retrieved.
By installing MPS software, dealers can review the detail returned in effort to add “missing” devices, find equipment that may be off-line, research SNMP challenges, and if desired, add locally connected devices to the monitored machine list. With reliable reporting, account managers can know:
Continuous information flow affords the dealer the ability to identify non-manageable machines in the fleet. Non-manageable devices may be those that are older, report no detail, report intermittently or not at all, may report in low precision for supply fulfillment, may not report toner or service detail or because of connectivity, report no status detail but only a tally of pages run through the print spooler. When devices with reporting challenges are discovered, the service provider can put together a disposition plan for the challenging or non-manageable machines.
Existing, new and prospective customers can benefit from discovered information by way of fleet assessment. Business machine dealers can leverage their MPS software investment and discovered print volumes to calculate imaging fleet operating costs and total cost of ownership.
Some software products offer granular data available down to the device level. Dealers should be following the examples above and be looking for reporting capability that will fit the MPS program they intend to offer. The MPS solution fit for the sales team is the one that reports the information the team uses. Incorporating this detail into sales, supply or maintenance contracts simply sets the business apart from its competition.
So what does the metering gathered data look like?
Page output typically is made available in spreadsheets. Information gathered over time will show detail for specifc meters, volume between meter dates and may calculate average monthly output as well.
MPS software can often format gathered information for import into CRM or proposal software. Integration options may also include the ability to input page counts into paper recycling/tree replanting programs. Common proposal tools include offerings from Compass Sales Solutions and MPS Toolbox, Digital Quote Manager, DocuAudit, and OEM offerings like Ricoh TCO FullView, Toshiba Encompass, Xerox Assessment, etc. With these options, gathered data can be imported into tools the dealer may already be using. Many software solutions offer built-in Total Cost of Ownership tools. If the dealer does not already have a solution mentioned above, they should look for software with this nice-to-have option.
While total cost of ownership is being determined, anlysis of the reported data can often spotlight problematic device utilization. Devices with utilization challenges may be candidates for reassignment. Some devices may have multiple challenges requiring special attention, or as noted above, may be classified as non-manageable.
As software solutions are evaluated, providers should dig deep to determine why one product is priced at one amount and another at something different. Be sure to find out if the solution being considered requires the purchase of ‘optional’ hardware such as servers to provide optimal performance. Servers and their support add cost.Bigger still is the determination of value for monthly monitoring rates. While one solution may be offered at $250 for 2500 devices, is $250 a month a good value if only 500 or 1000 are to be monitored? Are alerts included in the monthly rate amount and what about the accuracy of the gathered information? Be sure to find out what kind of support and training charges are included, as these may be ‘hidden’ charges as well. “You get what you pay for” is never truer than when dealerships consider MPS options. Use this last set of questions to come up with the right solution:
Managed Print Services should raise cost awareness, provide opportunity for a proper device mix, allow proposals for machines based on actual output volume and help make the provider a better business partner.Making decisions to secure the right MPS solution is an exercise in answering questions. In numerous MPS forums and Print Management blogs, one will read that today’s business machine dealership should secure an MPS solution. Dealers, VARs, and IT providers must proceed with prudence and caution before choosing one.
As dealers evaluate solutions to decide what may work in their environment, they should be considering the questions posed in this and previous postings of the ‘Question Floodgates” series. By taking into account all aspects of the MPS program that will be offered, one can jump head first into the MPS pool with confidence.