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Print.IT Reseller
managed print services
HG
:
“It is impossible for a dealer to
maintain a deep understanding of all the
major manufacturers’ products, so even
independents are often affiliated with
a small selection of hardware vendors.
But rather than being a problem, this is
ultimately to the advantage of the end-user,
as strong links back to the manufacturer for
in-depth problem resolution, product training
and even field support, are fundamental to
successfully delivering MPS.
“With MPS, the focus should be on the
client’s business model and requirements.
The confusing range of choices around
consumable costs, IT support costs and
integration issues for example that
businesses are trying to solve with an MPS
approach, are what make an independent
MPS partner invaluable.”
JW:
“Most major manufacturers now offer
a product line that extends from entry
level mono printer through to production
print colour digital presses. While some
manufacturers may have a short term edge
in a particular product segment, in most
regards, the market for document imaging
devices has become commoditised. That is
why service and impartial advice are the key
differentiators in today’s market.”
HG
:
“For Toshiba, the key to supporting the
dealer is understanding what they want to
deliver and achieve and from a personal
perspective I have always believed that
understanding a dealers’ business is the key
to a successful partnership, both prior to the
MPS revolution and I am sure beyond it!”
JW:
“We provide extensive training for both
technical and sales staff at our dedicated
training centre at our headquarters in
Ripponden. We will advise on managed
print services but it is really up to the
individual dealership to decide on the
optimum ownership strategy for them and
their customers.”
HG:
“We don’t see MPS as a separate
programme, rather it’s integral to our
complete approach. Our hardware, software
(Kyocera and independent), training,
project management, architecture services,
technical support and MPS services, have
been created so that our dealers can
choose exactly how they wish to develop
their business, or enhance their portfolio
and geography by using our capability and
resource.”
CD:
“We have and will continue to adapt
our support to ensure our dealers have the
ability to provide MPS at its most basic, right
through to delivering products and services
to large corporates nationally. We are soon
to launch a quarterly MPS Forum which will
provide education on key subjects such as
security, environmental/energy and service
efficiency as part of our support for the
channel and more recently have incorporated
the EPOS and Auto ID products which some
of our dealers have already had success in
winning new corporate clients with.”
GW:
“A successful partner scheme should
allow partners to take advantage of the
manufacturer’s vast experience in the field
of MPS. The manufacturer should provide
appropriate training while support should
also be available to ensure that partners
have the skills required to service their
customers to the highest possible standard.
The development of a joint business plan
between vendor and partner is a great
way of agreeing shared targets for each
year and to ensure that the right business
metrics and objectives are in place to ensure
ongoing investment and development
to meet customer requirements. This will
also validate end users’ experience of the
managed services delivered by the partner.”
PITR:
Can a single/dual line dealership claim to be independent?
PITR:
How do manufacturers support the channel in
delivering MPS solutions?
CD:
“Hardware is just a small part of an MPS
offering; it’s the complementary software
solutions that make an MPS solution. The
independence comes when the supplier
proposes a solution that can include many
different software products. It is highly
likely that if two Toshiba dealers were to
propose an MPS solution to the same client,
they would provide very different enabling
software whilst both proposing the same
hardware.”
JW:
“There is also the issue of software
solutions to consider. Almost all multi-
unit installations today require document
workflow applications and advising the
customer on the best way to manage their
particular document imaging needs is the key
factor in a dealership’s independent advice.”
HG:
“Probably more important than
the hardware choice, is the use of best
in class software solutions to support
workforce mobility, workflow optimisation,
collaboration and effective application
printing and integration. The ability for a
client to print where they need, from what
they need, be it a PC, iPad, smartphone,
application, cloud or data repository.
Focusing only on the hardware, single
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vendor or multi-vendor, could be diverting
businesses from the real decision, which
is how to help their employees do their
jobs, print conveniently and use the print
infrastructure to support the optimisation
of paper and electronic processes.
For clients, choosing the right print or
document management software and
working with an MPS provider with the
right experience, who suits their company
size, culture, geography and requirements
is as important as hardware vendor
independence.”
PITR:
From the resellers’ perspective,
what’s the value add in MPS?
HG
:
“The dealer benefits of offering MPS are compelling,
not only for client acquisition and retention by offering what
clients seek, but also for the higher margin revenue that can be
generated by software, consulting and service offerings.”
CD:
“Margins will go up and down dependent on many factors,
currently in such a tough economic climate most people will
agree that to continue growth it is likely that they will have to
accept a lower margin. I personally believe that the major value
add for the dealer is that it gives them the opportunity to retain
longer term relationships by delivering value through good
products and great service.”
JW:
“If the package is priced correctly an MPS will provide a
‘win-win’ outcome for both the customer and the dealership.
The customer has an admin free document imaging solution,
with current equipment requiring minimal oversight. For the
dealership there is a guaranteed recurring revenue stream
with most oversight processes automated into a routine
maintenance and provisioning regime that keeps customers
‘sticky’.”
GW:
“The market landscape as a whole has seen a number
of technology-driven changes over the last few decades and
there is an increasing need to offer value added services to find
and maintain loyal customers and allow the channel to move
the conversation away from the commodity based purchase
model which ultimately does not work for the end customer,
or the partner. From a partner perspective, this represents
an opportunity to diversify and open up new sales channels.
By working closely with manufacturers to ensure that they
are evolving with market demand, resellers can significantly
increase sales, enhance their ability to cross-sell services and
diversify their sales model.”