There is a great deal of "automation" in our little niche; auto - fulfillment, remote monitoring, M2M communication, auto-generated assessments, proposals, SOW's, Twitter-bots, RSS, on and on.
Hi-technology effects the basic tenants of human existence; both eroding basic, physical contact and expanding our "social network".
Doesn't leave all that much room for us humans, eh?
Fear not, take a walk.
Extend that Human Touch
No matter how fast data moves around the globe. From fax to pager to alphanumeric pagers, carphone, bag-phone, brick, mobile, laptop, tablet, to nano-implants, hopefully, it all boils down to two people sitting across a desk from each other engaged in a selling process.
Your refresh project has been delayed for two years now, server upgrades lagging, storage running low, your DC is over heating.
Meanwhile, the number of open, output related tickets is approaching 40% - wow - and to top it off, printers just aren't sexy.
And now your role is "evolving"? Wonderful.
Managed Print Services to the rescue.
By now, you have heard about this new, Managed Print Services thing. It sounds like something that would benefit your team, reduce some costs and make your users happy.
Before you google-tize "managed print services" consider this: What is MPS?
More importantly, what is your flavor of MPS and what should you look for in an MPS partner?
Here are 10 simply aspects to reflect upon. Arguably, there are hundreds of angles, processes and actions to consider.
But these are a good start.
Define yourManaged Print Services. MPS is an IT initiative, not a printer/refresh project. MPS is also a process that simply begins with the roll-out.
Define the "M" in Managed Print Services and be prepared to understand exactly how your prospective MPS partner manages your engagement. (PM,SOW, Milestones, Benchmarks, etc.)
Take control of the entire fleet. Yes, this means the copiers. Wrest control from Purchasing.
For my observations, I have been chastised, rebuffed, chortled at, poo-pooed, and mocked.
Heck, the first time I took, TheDeathOfTheCopier "out in public" (Lyra, 2009), some guy looked at my name badge, cocked his head, and practically yelled, "...Death of the copier? Do you know who we are? We're all dealers!" Like I knew his sister, biblically or something. Yikes.
Well, it doesn't make me all that happy to report the name of this blog is starting to look more prophetic than humorous. The Fourth Horseman is soon upon us.
From the very beginning, I was uncomfortable with the "P" in Managed Print Services" - it is restrictive and a bit misleading.
But, in the beginning, the word "print" seemed a bit more familiar and approachable. Your prospect knows what you mean when you say "print".
The definition simply rolled off your tongue whenever asked, "What does MPS mean?"
"I manage all your print devices..." - You.
"Oh, okay, I understand..." - Prospect.
But wait...how much about Managed Print Services can you honestly identify with?
How familiar are you, personally, with the real-world benefits of MPS?
Sure, you can perform an assessment. And you put together quotes and proposals. Maybe you can even speak to a C-level, peer.
But do you know how it feels when a cartridge doesn't show up?
Do you experience the pain of attempting to de-code an invoice?
One of YOUR INVOICES?
Have you witnessed the positive results of replacing personal, desktop printers with a second monitor?
Specifically, does your place of employment have your MPS Engagement in place?
Are you monitoring your, internal fleet?
What, you don't eat your own dog food?
The cobbler's kids have no shoes?
If so, scamper up to the owner's ivory tower and call Bullshit.
While at IKON, we sold all the best, top-drawer EDM solutions - all of them.
Yup - you guessed it. The order entry pack was a collection of spreadsheets. At times, we actually faxed out meter read sheets.
We printed 45-page proposals - 42 pages of marketing fluff, 1 cover, 1 letter, and a price list. (gasp!)
Now, I won't mention any names but there is an IT VAR, out on the Best Coast who has a small MPS practice.
In 2009, this 145-employee VAR spent $19,000.00 on toner and supplies for MFPs.
Before implementing their MPS, those who could guess estimated an internal fleet size of 19 printers/MFPs. In the end, it was discovered that 43 devices populated the organization.
Most of these, are locally connected.
At the close of 2010, invoice analysis revealed a yearly supply spend of $4,500.00.
Why don't we get residuals on the traditional, Cost Per Copy, service agreements for copiers?
If an MPS rep gets a cut of the volume, why shouldn't a straight copier rep get residuals on the service agreements?
And by 'copiers' I mean standalone or connected, copiers, printers, fax, MFPs, MFDs or whatever the heck else you call them.
Are you selling Konica Minolta copiers?
Kyocera copiers?
Ricoh's for an independent? Canon?
Or how about all my peeps @ RiKON?
When you sell a copier, how much flexibility do you have in adjusting the CPC sell price? Are you forced to "move the jello" by shifting some of your hardware profit over to make up for the service rate discount? (Even though you need to slash your margin to "stay competitive", forget all those back-end rebates. The ones you never see.)
How easy is it to sell a straight machine, WITHOUT a service agreement?
Why haven't we ever compensated the rep on the number of copies/images produced on the copiers they sell?
Ever wonder why you haven't been paid on service agreements?
One of the best stories Lawton will ever share is the one about him sitting on his couch, at 3AM, in a leopard thong(that is not true, but it paints a picture) remotely configuring dozens of devices all over the country.
Lovin that WebJet Admin!
I am guessing, thong aside, that Printelligent recognizes expertise as well as the MPSA - so much so, they bought them.
I a very interesting move, Printelligent purchases DirectPointe's(an integrator)MPS division.
A sign that integrators are getting out of MPS?
Combine this with all the copier dealers failing, I mean, "getting out of" MPS and perhaps there is something to this.
Too bad there aren't any MPS consultants out there helping both sides get their heads around MPS Purity.
MPS isn't going away - the future of copier manufacturers, hardware dealers and printed business workflow is.
*** THE DOMAIN NAME IN QUESTION, HAS BEEN PARKED...first noticed, January 12, 2011. ***
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There has been something on my mind, bugging me for a few months - well not bugging me.
More like lurking.
You see, my livelihood is tied directly to Managed Print Services as an MPS Practice Manager.
Interesting little tidbit, 12 months ago I was selling MPS - today I am responsible for the full P/L.
Everything from hiring technicians, hiring MPS Selling Professionals, forging and maintaining MPS partnerships, and building an MPS team. Continuously, every single day, selling MPS internally to other practice managers, Business Development Managers, Executive Management, and Ownership.
And as I continue on this particular odyssey, it is my responsibility to evaluate all things MPS; new and interesting Data Collection software, EAutomate Add-ons, supplies fulfillment programs, devices, OEM MPS Programs, etc.
I attend as many MPS Webinars and read/consume every article I can find - from MPS to Change Management to EDM to ECM to BPO.
I try to get as much exposure to every MPS Selling webinar, class, or program I can find.
The results of this analysis can fill a dozen manuals - perhaps someday I will put my findings into "print".
All this accumulated information, I apply was relevant to my little MPS practice.
My point here is simple - although I know a good deal about MPS and the internal MPS programs, I do not make a living pontificating or selling training classes.
I do not compete with the likes of Water or Print Management Solutions Group. And even though I feel I have an above-average understanding of the global MPS market, my research does not go toe to toe with the likes of InfoTrends, IDC, or Photizo.
Am I opinionated? Yes.
Is this blog followed by many people of like opinions? Yes.
Do I see bad training, stunted vision, and archaic selling techniques? Yes.
Will I continue to point out blaring inadequacies in our industry? Yes.
With this in mind, do me a favor...open a browser and type in www.deathofthecopier.com - just promise to come back...and read on...
##### THIS POST WAS FIRST PUBLISHED ON 12/29/2010. ON 1/21/2011, THE DEATH OF THE COPIER FIRST NOTICE, DEATHOFTHECOPIER.COM HAS BEEN PARKED AND NO LONGER POINTS TO STRATEGY DEVELOPMENT'S SITE #####
After what the weather casters out here are calling the "Biblical Event" - referring to 5 days of as much rain that usually falls in a year - Laguna Beach is acting more like it should be.
For all our readers east of the Mississippi, enjoy...
