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EFI Announces New Partnerships at ITEX 2005

15 Feb, 2005

EFI Announces New Partnerships at ITEX 2005

EFI announced the intent to develop an interface between its Automated Dispatch Systems (ADS) solution suite and Digital Gateway's e-automate, an industry-leading business management system for small and medium-sized businesses in the imaging market. ADS support of the e-automate system is slated to be the first result of the intended relationship between EFI and Digital Gateway, conceived to afford traditional copier dealers and related distribution channels with the tools to drive greater efficiency in business operations.

The relationship with Digital Gateway would provide ADS with proven technology that complements its mission of implementing compelling new enterprise applications to streamline manually-intensive processes inherent to providing world-class customer service. Integrating the ADS system into the eAutomate business management software package would provide dealers with the tools to increase profitability of service operations.

“EFI's objective for forging a relationship with Digital Gateway is to dramatically enhance our ability to drive greater value to the traditional copier channel with the tools, processes and services that can significantly improve a dealer's bottom line,” said Mike Stramaglia, General Manager of EFI's Service Automation Group. “ADS has an accomplished track record of enhancing a wide variety of service functions for dealers, while e-automate has successfully demonstrated its value to the dealer community by better managing business-critical processes.”

“EFI's Automated Dispatch Systems has earned a reputation for delivering to service providers the optimal technology to increase the efficiency and quality of customer service,” added Jim Phillips, CEO of Digital Gateway. “Digital Gateway joining forces with EFI would mean a tremendous advantage to customers as they're further empowered to achieve their objectives with cost-effective, timely, meaningful information.”

A cornerstone of EFI's Service Automation Group, ADS's focus is to improve the operational efficiencies of service organizations within the copier channel to boost productivity and profit. In its 12-year history, ADS has closed more than 50 million service calls and currently supports approximately 16,000 users across North America. A turnkey and scalable system, the ADS solution automates and optimizes industry-standard processes such as service dispatch, field service management, help desks, parts replenishment, credit collections and meter billing.

EFI Announces Intent to Partner with BEI Services

EFI announced its intent to work with BEI Services to deliver service benchmarking data through EFI’s Automated Dispatch Systems (ADS). The intended objective of companies’ joint effort is to deliver to ADS users, including field technicians, service management, dispatchers and others, real-time access to industry-wide service data to improve customer service quality and expediency.

Service data extracted from BEI’s North America-wide subscription base would be combined with the dispatch, technician, parts and credit data managed by the ADS system daily for thousands of users nationwide. ADS users would be better informed to make business decisions that impact their service operations’ profitability. In addition, robust reporting would allow service managers to identify the key strengths and weaknesses of technician activity, providing empirical data from which dealers can best plan service department growth. Instead of receiving BEI data and reports on a scheduled basis, ADS users would have immediate access to information they need.

“BEI has long provided mission-critical information to optimize customer service departments’ operational efficiency for some of the industry’s top dealers and distributors,” said Mike Stramaglia, General Manager of EFI’s Service Automation Group. “Incorporating this data into the ADS system would allow EFI to provide dealers with the most comprehensive service knowledge base available today. We look forward to confirming our strategic relationship in order to bring this functionality to the market, further enhancing the value ADS already delivers to our customers.”

“In addition to empowering service employees with the most detailed industry information available, the combination of BEI and EFI technologies would dramatically strengthen a dealer’s ability to increase profitability,” said Wes McArtor, President of BEI Services. “This relationship would leverage the expertise of two perfectly complementary systems and evolve our industry’s service management and execution.”

Anticipated functionality for ADS’ BEI module includes automated methods for prioritizing and routing service calls based on the cost of servicing specific makes and models of imaging equipment, as well as the revenue derived per engagement. Other business critical data that would be made available from the BEI module includes:

• profitability of service engagements per customer

• effectiveness of service calls per technician

• prioritization of “problem” (costly to service) devices

• unit parts cost per device compared to local and national benchmark

• maintenance time for specific devices compared to industry benchmarks.

In addition, ADS would provide a wealth of system-specific information that allows technicians to be better prepared before arriving at a customer site. This would include the expected issues a technician may encounter based on the service history and meter read of a specific device, as well as suggested parts to have available to minimize service time and improve first-call effectiveness.

For more information, visit www.efi.com.

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