Elements Of A Successful Managed Print Services Business
Secrets Of A Managed Print Services Provider
So you want to be an MPS provider? IT Systems Group, a Melville, N.Y.-based solution provider, expanded into managed print services in 2005. In a presentation at XChange 2012, CEO Michael T. Carey outlined to aspiring MPS providers what it takes to be successful in the managed print services business.
Here's a summary of Carey's blueprint for MPS success.
Just What Services Do MPS Companies Provide?
- Be a single point of contact for all printing needs
- Optimize print production
- Streamline the printer "fleet" and remove redundant devices
- Maintain print, copy, fax and scan devices
- Manage and replenish supplies like toner and other consumables
- Continuously audit and analyze customer needs
- Provide on-site service and maintenance
What Does An MPS Provider Need To Be Good At?
- Consultative sales process
- Field service (installation, maintenance and decommissioning)
- Supply procurement
- Systems auditing, monitoring and management
- Reporting
- Ongoing consultative interaction
Do You Measure Up?
- Review your strengths
- Understand what you need to deliver (ask your customers)
- Structure the org chart to support your offerings
- Define the roles of your employees
- Craft your agreements/SLAs
- Develop the sales process
- Define the customer onboarding process
Marketing And Selling Managed Print Services
- Help customers get printing capabilities where and how they want it at a predictable cost
- Workflow: Help save money by reducing print volume
- Go Green! Help customers reduce waste and shrink their carbon footprint
Elements Of A Successful Consultative Sales Process
- Review existing service contracts and spell out the costs for maintenance and consumables
- Use tools to inventory the printer "fleet," interview users and measure print volumes (per month and year)
- Help uncover hidden printing costs
- Create a baseline cost, including all maintenance, break/fix and IT labor
- Design a solution and its cost using existing print volume
The Right Management Tools For The Right Management Jobs
- Integrating automation tools into an MPS's business processes is critical
- Remote Management and Monitoring
- Professional Services Automation
- Labor Resource Platform
- Tools should be able to manage all types of devices: printers, desktop computers, servers and mobile devices
- Tools should be operational 24/7
Customer Consulting Is Ongoing!
- Establish time periods for regular reviews
- Include recommendations and suggestions in reports
- Use metrics to compare results with prior periods
- Take into account seasonal changes in print demand (e.g. Accountants at tax time)
Possible Value-Added Services For MPS Providers
- Workflow management
- Document management
- Device security (keep data secure)
- Access security (restrict to authorized users)
- Remove data when devices are retired
- Provide regulatory compliance