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