Biz Briefs: Finding MPS Service Providers in Under 30 Seconds1 Aug, 2012 By: Darrell Amy, Dealer Marketing Systems imageSource
In the following case study, we see how finding a service provider outside your service area becomes a huge priority in order to retain and/or support your customers.
Client: Lasers Resource, MI
Challenge: Servicing printers across multi-locations outside service area
Solution: MPSLink, a searchable directory of qualified printer service partners
Managed Print Service agreements can get very complicated when customers have printers outside your service area. Any time this happens, you have to find a service provider and negotiate pricing—all while hoping that they respond to your customer in a timely and professional manner.
No one understands the challenge of servicing printers across multiple locations better than Misty Conkle, Service Coordinator for Lasers Resource ( www.lasersresource.com) in Grand Rapids, Michigan. Misty manages all of the incoming service requests and assigns tickets to technicians.
With a growing MPS business and larger client sets, Lasers Resource found itself with multiple printer locations.
“However, whenever I received a service call from a remote location I often cringed because I knew that I was in for a few hours of frustrating work,” declares Misty.
The Challenge of Servicing National Accounts
Finding someone to fix a printer in another market required an incredible amount of work—work that is repeated many times a day with MPS providers across the country.
- Search. Misty searched Google for printer service providers in the ZIP code where the unit was located.
- Filter. Next, she would filter the companies based on her impression of their professionalism from their website.
- Call. Then, she would call the location and ask if they provided service for the brand and model of printer.
- Negotiate. Finally, if she had a provider who looked like they could do the work, she would negotiate service rates, travel fees, and parts pricing. Sometimes she would have to expedite parts shipment.
- Beg. Most out of market service calls required begging the service provider to put priority on the call.
“I’d basically beg and plead for them to fix our device,” said Misty. “Our reputation was on the line and we needed the printer fixed so we could live up to our service level agreements.”
Unfortunately, many out of market service calls were taking 7-10 days to fill. This led to frustrated customers, putting the entire MPS contract in jeopardy.
How Everything Changed for the Better
www.MPSLink.com was created with managed print service industry challenges in mind. The company provides a searchable directory of printer service providers accompanied by service details and quality reviews.
Misty was thrilled when she found out about MPSLink which supports the Managed Print Service industry by providing a searchable directory of qualified printer service partners.
MPSLink helps Misty find a service provider in under 30 seconds. All she has to do is:
- Log on to their website
- Enter the ZIP code of the customer location requiring printer repair
- Specify the brand for repair
In seconds, she finds a list of qualified service partners in the area to complete the service call.
Service Information. MPSLink providers create a profile that details key information about them, such as the equipment serviced, areas serviced, dispatch and service manager contact information, onsite response time, and time and material, parts, and travel charges. MPSLink saves time by putting key information about service technicians and providers right at your fingertips.
Partner Ratings. The “Link” partners rate each other after each service call. This allows you to sort partners by the ones that have the highest ratings.
Groups. Users can create service provider groups for national accounts. This makes it easy for service dispatchers to send the same companies out that were used previously to provide service calls to clients.
Misty is happy about her experience: “We are now able to offer MPS to all of our client locations. I know that MPSLink partners understand Managed Print Services and will represent us like we want to be represented.”
In addition, “This has been a great resource for servicing national accounts,” says Tom Senecal, President, Lasers Resource. “We’ve found the quality of providers to be very high and much more ‘print focused’ than other websites that offer national service referrals.”
Without question, MPSLink provides a searchable directory of printer service providers, enabling Managed Print Service companies to deliver national service.
The Link helps MPS companies:
- Increase revenue
- Expand service capabilities
- Find quality providers to support their customers
Interested MPS providers can learn more and join the network at www.mpslink.com.