An Outstanding MPS Program is an Evolving MPS Program1 Jun, 2015 By: Editorial Staff
Jeremy Fordemwalt, VP of Managed Print Services at Impact Networking, explains what it takes to be recognized as an Outstanding MPS Program.
In just two years, Jeremy Fordemwalt, Vice President of Managed Print Services at Impact Networking, has transformed a good MPS program into what imageSource’s Perfect Image Awards has recognized at this year’s ITEX Expo, as an Outstanding Managed Print Services Program.
The department started as a team of two and in just two years, multiplied to a team of eight with expectations to reach a 12-person team by year’s end. How has this significant growth been possible?
First and foremost— “It’s more than just printers” says Jeremy Fordemwalt, “It’s looking at the entire office environment; creating efficiencies and validating the results for clients. Most of all it’s an active, on-going commitment to our clients and their evolving document environment.”
Which to Fordemwalt, can only mean creating an MPS program as dynamic as the office environments in which it will serve. He has focused on establishing a program and team that embraces continual change and improvement. A program that seeks out and incorporates new and innovative technology to integrate with the current MPS solutions suite.
Talk MPS with Fordemwalt for a few minutes, and his passion is hard to ignore. He practices what he preaches— he willingly proved his commitment to paper-free processes by opening his Impact-branded Timbuk2 bag to show there was no paper inside, just a photo of his children.
To highlight his on-going commitment to continual program improvement, Fordemwalt outlined a couple of his 2015 MPS program initiatives.
MPS Is a Long-Haul Investment
Building a long-term relationship with the client is the key to a successful MPS implementation, including on-going and open communication with the client. To emphasize this point, quarterly reviews are scheduled with each account to evaluate usage patterns, to take note of any changes in the office environment, to benchmark performance against established KPIs and to plan for coming months. During pre-sales Impact develops a 3-5 year roadmap that emphasizes a partnership and positions the client’s needs first, rather than focusing on a single transaction.
In order to prove commitment to a client-first program, Impact also looks for solutions that— although they may not have a financial ROI— provide an added-value for clients. This is represented in Impact’s recent partnership with PrintReleaf.
Impact is now making it easier to visualize and manage— and best of all, offset—the environmental impact of documents for their clients with PrintReleaf. PrintReleaf is a cloud-based program that tracks paper use, and then reforests the equivalent number of trees used for the printing. The customer portal enables the client to benchmark and track printing volume over time and kick-start green initiatives. For example, last month a client printed 1.2 million pages, which is roughly 150 trees. The client had pre-selected which region of the world they want their 150 trees planted (so they are included in the process), then PrintReleaf will plant the trees on their behalf. PrintReleaf has allowed Impact to offer clients another value-add solution for sustainability initiatives.
When it comes to service, Fordemwalt knows that clients are looking for maximized uptime and proactive service. Less than 5% of dealers offer a true proactive service program and Impact will be in that group soon. Jeremy is working with our head of service, Wayne Erickson, to rollout a proactive service alert program by the end of the 3rd quarter to help Impact provide a robust proactive service solution that will change how our clients see service in the future.
Internal Processes Improvement
Impact is experiencing a significant growth spurt. Two additional sales teams and the acquisition of another office technology dealership has placed increasing demand on the MPS specialists.
It is no surprise that to improve the capabilities and output of his own team, Fordemwalt is employing the same practice of identifying redundant manual processes, and automation opportunities as he would for a client.
He is in the process of evaluating a new MPS-specific assessment tool that would automate the proposal process for his reps, which he estimates would in turn cut the proposal building time down by 35-60% of the current time. This will free up the team for the more valuable analysis and validation portion of his discovery period. He’s also divided up his team into two areas: one client facing team and an internal team which supports the in-the-field specialists with the data extraction and analysis. Getting the team to operate at peak performance will make it easier to scale the department for future growth.
On the fly, real-time data extraction and analysis is also an opportunity for his team. He is in talks with a web developer in the Impact Creative Services Group to develop an app that would enable all reps to pull meter information just by knowing the make and model. Plus, this automated app development is a great way to talk up the addition custom software development capabilities of the programmers and integration opportunities Impact can offer clients.
“Jeremy is always looking for new and innovative initiatives that will provide more value to our clients,” says Frank Cucco, Impact CEO. “The Impact MPS Program is continually evolving, reflecting the industry’s newest technology and taking advantage of opportunities for process improvement within his own team. With such a young program, it is a huge accomplishment to receive the Perfect Image Award for Outstanding MPS Program. We look forward to the future of our MPS program under his leadership.”