Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device downtime through automating service alerts, providing proactive toner replenishment and automatic meter reading. End users benefit through improved device uptime, and manufacturers and their service partners can build proactive service relationships which can drive greater customer loyalty.
Predictive service
excellence for printers
An overview of remote service platforms for printer and
copier devices
February 2009 Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device downtime through automating service alerts, providing proactive toner replenishment and automatic meter reading. End users benefit through improved device uptime, and manufacturers and their service partners can build proactive service relationships which can drive greater customer loyalty.
Louella Fernandes Clive Longbottom Quocirca Ltd Quocirca Ltd Tel +44 1753 754838 Tel +44 1753 754838 louella.fernandes@quocirca.com clive.longbottom@quocirca.com
REPORT NOTE: This report has been written independently by Quocirca Ltd. During the preparation of this report, Quocirca has spoken to a number of suppliers involved in the areas covered. We are grateful for their time and insights. Although Quocirca has taken what steps it can to ensure that the information provided by the vendors involved in this report is true and reflects real market conditions, Quocirca cannot take any responsibility for the ultimate reliability of the details presented. Therefore, Quocirca expressly disclaims all warranties and claims as to the validity of the data presented here, including any and all consequential losses incurred by any organisation or individual taking any action based on such data.
An independent report by Quocirca Ltd. www.quocirca.com Commissioned by Xerox PREDICTIVE SERVICE EXCELLENCE FOR PRINTERS February, 2009 1. Executive summary Many organisations are shifting towards a more responsive IT environment that is at the same time more self-reliant. Manufacturers are striving to enhance customer satisfaction through improved service availability whilst enterprises want to shift the service responsibility away from their IT departments to their suppliers and service providers. Consequently today's service landscape requires collaboration between product manufacturers, their service partners and users of the equipment to maximise the value and uptime of assets. Traditionally service has been viewed as a reactive process - repairing products when they fail. However, service is now a key competitive differentiator contributing to customer loyalty which can guarantee a higher level of asset availability and drive value, customer loyalty and also profitability. Therefore delivering service excellence centres on ensuring devices are less likely to malfunction in the first place. By providing remote maintenance, vendors can offer predictive support which can trigger preventative action. Not only can this drive service and maintenance-based revenues for the vendor and its channel partners, but it can improve device uptime and availability for the user. Document output devices such as printers, copiers and multifunction peripherals (MFPs) are typically the most support intensive elements of the IT infrastructure. Printers need regular maintenance and replenishing with paper, toner or ink, and every call to the support desk uses up valuable resources. Furthermore, many copier-based devices are purchased on a contract that requires meter readings for billing purposes which often need to be performed manually on-site. Keeping on top of inventories and ensuring timely replenishment, requesting service engineers as well as managing invoicing all add to the complexity of managing the print environment. Poor provision of all this often leads to frustration for end users. Challenges without remote monitoring Many suppliers of document output devices rely In a typical customer environment, both user and help on their channel partners to deliver service desk productivity is impacted significantly by supplies excellence, and in a market characterised by running out or device malfunction. shrinking margins it is ever more important that these partners have the tools to offer them Supplies depletion: Supplies inventory is recurring revenue opportunities from both manually monitored. If no toner/ink supplies are supplies and service. Remote monitoring in stock, then the service... [download for more]
