Managed IT Service Providers vs The Printer

Historically ECI has not been known to play in the managed IT (MSP) space, or so everyone thought. After attending our first IT Nation conference, where I spoke with many managed service providers, it quickly became clear that our solutions for remote printer monitoring, and enterprise resource planning (e-automate Printanista) have helped our customers become very successful in the MSP space. These customers, who are traditional copier dealers, have been progressively expanding their footprint into managed services, to offer more inclusive services to their clients.

After talking to many managed IT business owners at IT Nation, I was surprised by the outdated reputation Managed Print has within the MSP community. Some people would hear the word ‘printer’ and physically start backing away. Intrigued by their visibly strong aversion, I had to plough forward and ask “Why?"

As I dug deeper, here’s what became evident:

Fear of the unknown: While IT service providers are experts in managing networks and systems, they may not have specific expertise in printers, which can have unique challenges. Printers come in various models and brands, each with unique specifications, drivers, and maintenance requirements. Keeping track of this for multiple printers across different clients can be complex and time-consuming without the right support.

Resource-intensive: Printer issues range from simple paper jams to complicated problems like network connectivity or hardware failures. Diagnosing and resolving these issues can be resource-intensive, requiring significant time and effort from IT staff.

Customer satisfaction: If printer issues are causing significant disruption for clients and their IT service provider can't resolve them quickly and effectively, it can harm their relationship with the client.

These factors contribute to why many MSP companies outsource printer management to printer suppliers or copier dealers with the experience to deal with these devices. However, this approach is not without its drawbacks. Relying on third-party providers can lead to communication gaps, slower response times, and less control over service quality.

A new mindset

It was nice to see the shift in mindset when people realised that device management is very similar to the RMM tools that they are already using. With the right solutions, IT service providers can easily take control of printer management, streamline their processes, improve service delivery, block competitive threats, and create new revenue streams. A cloud-based remote monitoring solution uses a DCA (data collection agent) to actively monitor devices and alert them on up-to-date device data, such as supply levels and error codes. Printers continue to run smoothly because problems are addressed before the end user discovers an issue.

Support for business automation saves time, reduces the risk of errors, and provides a better service level to customers. It ensures that issues are addressed promptly and that customers never run out of supplies. This can lead to higher customer satisfaction and loyalty.

While printer management can seem complex, it doesn't have to be a burden for IT service providers! Instead of dreading printer management, IT service providers should embrace it to provide better service, strengthen customer relationships, and grow their businesses.

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