Here are five major hurdles that - if they haven't already - should be cleared with a copier and business technology partner to continue the race with sustainable results.
The Late American hurdler and Olympic Gold Medalist Rod Milburn once said that “a good hurdler has to be completely familiar with everything that goes on so if something happens he can automatically make an adjustment.”
As you enter into, and continue your course alongside a copier provider, how familiar/aware are you with service expectations, or with your actual return on technology investment? If an issue arises, are adjustment easily made? When larger accounts consider entering into a copier partnership, there are typically several reservations that they should evaluate carefully before making a decision. These concerns typically revolve around cost, reliability, service, and long-term impact on their operations. Here are four major hurdles that - if they haven't already - should be cleared with a copier and business technology partner to continue the race with sustainable results.
5 Hurdles to Clear With Any Potential or Current Copier Provider.
1. Cost and Budget Overruns.
- The Hurdle: Organizations worry that the cost of leasing or purchasing copiers, along with maintenance and supplies, will exceed their budgeted expectations.
- The Solution: Transparent Pricing AND regular partnership reviews: Vendors can offer clear, upfront pricing with no hidden fees. Additionally, companies can negotiate flexible leasing options (namely through in-house leasing) and custom payment plans based on their usage patterns. Finally, ask your self: Has your partner or potential partner offered up a Total Cost of Ownership (TCO) Analysis? This exercise can help demonstrate the overall cost savings (copiers right-sized for volume, reduced paper usage, etc.) over time can reassure clients.
2. Reliability and Downtime.
- The Hurdle: Clients fear that the copiers may not be reliable, and that level of service may be subpar, resulting in downtime that hampers productivity.
- The Solution: With proactive maintenance agreements, vendors can offer proactive maintenance with regular checkups and fast response times for repairs. Performance Guarantees commit to a certain uptime or providing replacements if equipment fails frequently.
3. Service and Support Quality.
- The Hurdle: Many accounts are worried that after the initial sale or leasing agreement, service quality will decline, making it difficult to get help when issues arise.
- The Solution: First off, a potential provider should provide quantitative service metrics that demonstrate actual response time, resolution time, and first call completion rate averages. Clear and enforceable expected service times, paired with regular reviews and on-site support, can help reassure clients that service will remain a priority. Additionally, having a dedicated representative for support and issues can create a sense of accountability and personalized service.
4. Seamless and Responsive Account Management.
- The Hurdle: Partnership often begins - and ends - with the ability to not only easily reach, but gain valuable insights from an organization's account manager. If you have to scream to get a persistent problem resolved, things can go sour quickly.
- The Solution: An individual account manager should be fully accessible to a large account, sure, but also on top of key details to continuously monitor needs and respond to changing organizational dynamics. Through regularly scheduled partnership reviews, they are able to collaborate on important factors like ongoing service metrics, fleet reorganization, changes to facility or personnel, lingering workflow bottlenecks, etc. Regular Account Reviews: Ask for them.
5. Environmental and Sustainability Concerns.
- The Hurdle: Increasingly, large organizations are concerned about the environmental impact of their business operations, including the use of paper and energy consumption of office equipment like copiers.
- The Solution: To ensure energy-efficient machines, vendors can provide machines certified for low energy consumption (e.g., ENERGY STAR® ratings). Programs like toner recycling programs to reduce waste are a way to demonstrate a commitment to sustainability. Helping clients reduce their reliance on printed materials by supporting digital document/content management solutions (scanning, cloud storage) can also address sustainability goals.
By clearing these hurdles through clear communication, customizable contracts, and ongoing support, copier vendors can build trust with major accounts and create successful long-term partnerships. Without them, your productivity could get left behind.
If you are suffering with bad copier repair service, frustrated with your lack of response from your current provider, or just looking to learn more, please schedule your visit with a Datamax technology specialist. Our transparent service metrics + flexible in-house leasing are just two examples of helping you clear any technology hurdle ahead!
