Company Overview
Pawn America is a retail chain in the Midwest that originated as a single store opening in 1991. Flash forward to 2019, the company now employs more than 500 people. Pawn America’s print environment is made up of 26 stores, 250+ printers, multifunction printers and copiers. The retailer experiences many key benefits while using Marco’s Managed Print Services (MPS) such as a consistent budget, automated supplies and maintenance and responsive service.
Pawn America has partnered with Marco on Managed Print Services since 2013. Prior to its relationship, there was no program in place for managing the company’s print environment. Instead, each store would contact corporate’s IT department when they needed supplies or maintenance.
The Problem and Managed Print Solution
Under Pawn America’s previous model, sourcing toner and supplies was an internal responsibility that landed on the shoulders of the IT department. Now, toner replenishment is an automated service where Marco tracks, manages and supplies each individual store. Meeting the print needs of each location is no longer on IT’s to-do list.
“If there is a repair needed, the store calls our internal help desk. We email the device’s serial number and a brief description of the issue. That’s it," said Mike Willmott, Pawn America's IT hardware manager. "That’s how easy Marco makes it for you.”
Willmott and his team now have monthly reports on print use, provided by Marco. Occasionally, a spike in usage will appear on a monthly report, but they immediately know which printer—and which store—caused the spike. Willmott added, “It doesn’t happen often, but there have been times over the last few years that we’ve used the reporting data to find an issue where there was a huge print overage at one of our stores.”
"With Marco, we have a friendly, professional relationship."
Another benefit Willmott remembers from when they first partnered with Marco, he worked with a single salesperson throughout the entire process. They proposed Managed Print Services, gave a presentation and provided actual data from current customers to show the benefits. Marco was upfront about the pricing models and cost structuring from the beginning.
