Managed Print: Attention to Detail is what makes a Service Exceptional
A good Managed Print Service (MPS) is a utility service that delivers what it should and end users take for granted. Complexity is hidden from them. But the processes and procedures that ensure a great customer experience are only achieved because of the hard work going on in the background – the image of a swan comes to mind, gliding gracefully across water while the feet paddle furiously below the surface.
The secret of delivering this kind of MPS is attention to detail. There are many components to the overall service but it’s the sum of the parts that make it work. What bothers me is that many businesses are stuck with the very worst type of utility, where machines go down and stay down. There's a sense of resignation, an acceptance that this what you get when you sign up for a cheap service.
Value and Quality
It comes as a surprise to companies when they first encounter Ergo. We believe in providing a managed print service which delivers exceptional value without compromising on the detail that makes it a quality service. We take pride in covering every base, from mundane tasks that other providers can’t be bothered with – changing the toner; checking paper stocks – to more sophisticated tasks that they are incapable of carrying out or choose to leave outside the scope of the contract.
Imagine a low cost electricity provider that builds a business model on the assumption that at some point the customer is going to leave their immersion heater on causing a spike in the monthly bill. This is pretty much what happens with MPS providers who sell a cost-per-page deal with no focus on controlling and reducing volume.
When colour is made readily available to all, bills inevitably go through the roof. Not only does Ergo take colour into account when volumes are set, we constantly review usage to make sure customers are always going to get the best possible deal.
When it comes to security, the devil is in the detail. Something as simple as firmware updates across a fleet of MFDs (Multi-function Devices) is a first line of defence. We all know from using our smartphones and laptops that regular upgrades from manufacturers improve products and fix holes in security. It's no different with MFDs yet many providers don't do it.
With Ergo, it's just one in a number of end-to-end security processes that are intrinsic to our MPS proposition. Companies are only just waking up to the risks and vulnerabilities around printer hard drives, but it's something we've been policing for years.
Security is a focus throughout the life of a contract. We can encrypt content before it arrives at the MFD, ensure the image only resides temporarily on the hard drive, and then we securely delete the drive when the machine reaches end of life.
Modern MFDs are feature-rich with multiple connection protocols, like Apple Talk and NFC, supporting a wide range of mobile devices. It's like a room with 10 doors. If you only use two, you have to lock the rest. We lock down anything that isn't used – a small procedural detail perhaps, but it makes life that little bit harder for potential hackers.
Remote monitoring and preventative maintenance is also core to our idea of what a well-managed utility service should be, whether it's managed print or an IT helpdesk. The endgame is ensuring uptime and giving users the confidence that things will work as they're supposed to. It just seems strange to us that providers exist who would treat their customers any other way.