BEI Services, Inc. and NPRN Announce Software Services Deployment1 Oct, 2010 By: Editorial Staff
BEI Services, Inc. and NPRN Announce Software Services Deployment
BEI Services Inc., recently announced the full software release and deployment for the National Printer Repair Network (NPRN). Over the last few weeks, BEI Services has deployed and trained the members of NPRN network on how to utilize their automatic nationwide call routing system. This software automatically routes requested service calls to participating dealers/resellers throughout the U.S. based on manufacturers supported and zip codes. All service calls are then measured for service response times, along with other performance measurements per dealership. The routing and reporting software is maintained at a secure website with access by all members. When a service call is entered, the system will find a servicing dealer within 30 seconds and notify both the service requestor and service provider via email to have them login to the site and accept the service call. The system them follows up with timed reminders to ensure the service notification is not missed.
“As Managed Print Services (MPS) becomes increasingly popular around the U.S., BEI Service’s software will provide our member dealer/resellers the advantage of having visibility to all service calls throughout the national network,” states Frank Topinka, president of NPRN. “With the completion of this software rollout the NPRN has a platform to continue to expand coverage so we can fulfill our mission of providing members with high quality, fixed cost service.”
“Starting a nationwide independent servicing network requires an enormous effort” stated Mike Woodard, service consultant for Strategy Development who helped develop the NPRN strategy. “There needs to be organization, best practices and controls with measurement of these practices at the member level. While I can help steer the direction of the network, there needed to be a central system in which everybody could be measured equally. Having worked with BEI Services performance data for years, I knew there was a good fit here and invited them to the table. They have done a fantastic job creating, implementing and deploying their solution, and we are now ready to continue an aggressive controlled growth of the NPRN network to cover the entire United States.”
“This has been a very rewarding project to complete with the NPRN members,” says Bud Karakey, VP of Operations for BEI Services. “Since Mike Woodard introduced us to the NPRN network, we have work closely with their entire member community as well as Frank and Mike to make sure we provided a solution the members would be happy with, but more importantly embrace as their own. This software will allow the members piece of mind knowing there is an independent third party monitoring performance.” Bud continued; “Our Director of IT, Matthew Peters has been instrumental in creating call flow processes needed in this project due to the complexity of the data integrity because service call ownership changes throughout the calls. We also maintain all the service histories of all calls, including parts usage and meter readings for each dealership.”
About BEI Services
BEI Services has been providing the world’s only source for unbiased imaging device performance benchmarking since 1993. Having also developed the most successful technician incentive program in the history of the industry, BEI stands alone as experts in service department benchmarking and managed incentive programs. Tracking every service ticket on over 2 million imaging devices worldwide, BEI can show you what “good” looks like and where you stand in relationship to that benchmark
The NPRN members consists of more than 35 printer and copier dealers around the national that have come to an agreement to assist each other in repairing imaging equipment for a fixed dollar amount and parts mark up. This agreement insures these companies can maintain their profitability for their national account customers. Due to the activity in Managed Print Services, it became necessary to create an alliance with companies across the nation for a fixed repair cost.
About Strategy Development
Strategy Development is a management consulting firm for the technology and outsourcing space and the leading MPS consultancy, specializing in business planning, sales effectiveness, advanced sales training, and operational and service improvement.