August 11, 2015
When it comes to purchasing products or services, most of us ask questions before making an important decision. Consider the process of buying a new car. You wouldn't just sign on the dotted line without asking the dealer questions about the specific model (engine type, fuel efficiency, seating capacity, etc.), service options and available financing, right?
As an IT professional, it's equally important to do your due diligence before partnering with a managed print provider for your company. The provider your company works with will have a big impact on the efficiency and effectiveness of your business. Before selecting, ask your potential managed print provider these four important questions:
1. What Level of Service Performance Can You Provide?
All the features in the world cannot compensate for poor service. So before making a selection, ask your potential providers how many service technicians they employ and what types of certifications they hold. Being able to trust that your service tech(s) will be able to identify a problem and implement a solution in a timely manner is an essential quality you should require in your managed print provider.Also inquire about how their team of service techs provide support and what response times you can expect. Do you have access to a help desk, without having to be put into a hold queue for hours? Are there issues that can be solved remotely or does a tech have to come to your site every time? How can you submit service requests?
Avoid future headaches and frustrations by asking about what happens when an issue arises.
2. What Types of Support and Maintenance are Included in Your Contract?
In any business relationship between a company and an external provider, there are going to be a list of responsibilities for each party. In this particular case, it is important to ask questions of the boundary between what printer support and maintenance is covered, and what is not.
For example, when the print provider is contacted with an issue about the copy function of a multifunction printer, what services will be covered and which result in additional service fees? Some providers might offer full-service coverage that gives businesses the peace of mind that service calls won't come with unforeseen costs. Others may offer free diagnosis but minimal coverage of repair issues, leaving you to resolve them yourself.
3. What is Your Geographic Footprint?
Many companies view size as a determining factor in the process of selecting an external provider to work with. While some look at the size of a provider as a signal of success and reputation, it is also important to view the company's physical footprint and geographic reach in terms of its ability to respond to service requests.
For large companies with multiple locations in search of a provider, it is important to understand beforehand if that provider can successfully service multiple locations. The last thing you need is a major problem that a small managed print provider cannot tackle due to geographic limitations.
4. Do You have Customer Testimonials?
The greatest indicator of a print provider's success is the opinion of current customers. Once all other questions have been asked and answered, request a list of customer testimonials to read over and consider. The opinion of other customers provides better insight into the features, services and response times of the provider. In addition, ask to talk to a customer that has maintained a relationship after successfully working through an issue, to better understand their working relationship after the sale.
With the answers to these four questions, you will be better prepared to choose a managed print provider that best matches the requirements of your company.
