Case Studies

WS has an internal IT staff of six that manages extensive database applications, desktops for 203 employees, 38 network printers and three remote offices in California and Oregon. WS is known for its innovation. For example, they provide an on-line Client Information Center to administer policies and a Quick-Start program for growing companies to keep them from being locked into programs they might out-grow.

The Problem: Reducing printing costs with scarce support resources and aging printers
At the end of '02 the IT department was asked to reduce costs. During the ensuing review the managers realized that not only were their printers aging and needing either to be replaced or overhauled but they also realized that their printers were an ongoing drain on limited IT manpower. To meet their goals they needed to find a way to extend the life of the printers, reduce the printer support costs and yet still be able to support their company's continuing growth.

The Solution: the Printer Umbrella program
Jim Davis, the network manager responsible for the printers turned to Jeanette Anongos of Uptime Resources for help.

Jeannette suggested the Printer Umbrella program. WS's current toner budget, she said, could be used to cover the cost of toner as well as all* their repair and maintenance costs and it would also make managing the printers easier (reducing his soft costs). They wouldn't even have to worry about stocking or replacing toners any more as the Printer Umbrella included toner installation within four hours.

*All means all - all parts, all labor, all on-site fees, all maintenance kits (yes, maintenance kits are included). Service due to abuse or negligence is excluded.

The Results: Printing costs have dropped
Have they really saved money? "Yes. The fact that the toner, which we need anyway, now includes all of our parts and labor and maintenance kits makes this an easy Yes. How could we lose?"

How has the Printer Umbrella worked in practice for them? According to Jim, "Very well". He can now manage and support his printers without leaving his desk using the HP WebJet Administrator and his phone. Any problem he can't take care of with HP's WebJet he can forward to Uptime with a call or an email. Now whenever a printer is jammed, displays an error message or indicates low toner now he no longer needs to ask the user to wait until he has time or interrupt his other work. He simply notifies us and we take care of it within hours. Life is simplified. Money is saved.

How is the service? "Uptime has been extremely reliable. They have responded consistently within the promised four hours, so my users actually get better service than before. Honestly, it seems as if since we have been on this program we have fewer problems than we used to."

How much have they saved? Before they joined the Umbrella program they were paying over $ 7,000 a year for service contracts alone for just 23 printers without the maintenance kits. Now even with 38 printers covered, 15 more than last year, their total cost of printing has dropped over 20% and their technical staff can focus on other challenges. Life is simplified. Money is saved.

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