The Mission
• To remove the responsibility for time consuming printer breakdowns from ADM Londis’s internal IT department.
• To reduce printer downtime.
• To reduce the frequency of printer breakdowns.
• To improve the overall performance of all printers.
The Solution
• A contract, tailored to meet ADM Londis’s specific requirements was developed.
• 3 hour on site response on all office printers over 5 working days.
• 1 hour response time on 3 business critical printers.
• Provision of replacement equipment if necessary.
• Preventative maintenance is carried out on all printers covered every quarter to ensure optimum equipment performance at all times.
The Result
• Internal IT staff are free to focus on more critical IT issues.
• Printer downtime has been reduced by 30%.
• High level of user satisfaction and increased employee productivity. Rapid response to user issues.
The Customer
“Our previous situation with printing was far more than a headache…it was a migraine! It was rare if a day passed by without a printer causing trouble and we found ourselves using our in-house IT experts to fix printers! With success and growth this situation could not be sustained. Today Ergo take care of maintenance for us and all I can say is that printing is simply not a problem for us anymore. If you want one less thing to worry about as an IT Manager I would recommend an Ergo Managed Services maintenance solution”
Pat Corrigan, IT Manager, ADM Londis
Introduction
ADM Londis is Ireland’s fastest growing retail group consisting of 300 franchise stores and employing over 5,000 nationwide. The company’s customer service department and company headquarters are based out of two Dublin-based locations in Crumlin and Jobstown. Both operations are heavily dependent on a robust and reliable printing environment.
Background
As the fastest growing retail group in Ireland, immense pressure was being put on ADM Londis’s IT department. Printer breakdowns and maintenance problems were proving excessive. Historicially ADM Londis dealt with this by assigning the responsibility of maintenance to their internal IT staff. With success and growth this responsibility was taking up too much of their time. It was also costly from a financial perspective as the internal IT staff had to receive full training on the diversity of equipment deployed (hp, oki, genicom, IBM, Printronic etc). This proved very expensive to maintain given the constant change in technology deployed and the addition of new staff members. Finally, notwithstanding the human and financially resources dedicated to in-house maintenance, employees felt that the level of service provided was simply not good enough – many encountered problems when they needed to print.
ADM’s Londis decided that it was not in their interest to allocate the required manpower to deal with printer breakdowns and that their IT staff should be concentrating on more important issues within the IT department. They identified a requirement for a top top quality printer maintenance provider. The most important criteria in choosing this provider was that the selected company would have to be capable of providing a prompt service, resulting in the least possible amount of downtime. This would mean that the inconvenience caused to users as well as the financial loss caused to the company would be minimised. Ergo’s reputation for quick response, technical expertise and quality service in the printer maintenance arena meant that they were the perfect candidate to fulfil ADM Londis’s requirements.
The Solution
By formulating a maintenance contract tailored to meet the specific requirements of ADM Londis, Ergo were able to alleviate printer problems, leaving the internal IT department free to focus on core IT issues. The present contract consists of on-site cover over five days a week. All 14 printers at the facility are covered under a three hour response repair and maintenance from 9.00am to 17.30am from Monday to Friday. If it is not possible to repair the printer on-site, a replacement is provided immediately. Ergo also ensure that any business critical printers are covered with a maximum one hour response time. This ensures that in the event of printer failure, the damage done to business operations is minimised. In addition, Ergo carry out a full preventive maintenance audit on all printing equipment four times a year to identify any potential problems before they occur. Thus the combined service elements ensure optimal printer uptime and device performance.
Today
ADM Londis are very pleased with the professional service which they receive from Ergo and the increase in printer uptime achieved. Through their dedicated Ergo Account Manager, both companies continue to work together to devise ways to improve the printing environment and the service provided to ADM Londis.