Leverage Service Management Software: Going from “Repair” to “Repair or Replace”March 27, 2015
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Over the past few years, there has been a marked difference in the way OEMs have designed their products. Most workgroup and desktop models are now marketed as “serviceless.” Newer model printers are ushering in new technologies such as low cost per page (1 cent mono/5 cent color) ink, and low-cost, high-speed multifunction hardware (under $500). This certainly makes the business logic for repair much less compelling than it once was.
Here are three reasons why you should embrace this new technology, and how you can leverage a service management software program to help you.
1: Is servicing or replacing the printer the best option for the customer?
It’s a trick question, because there is no wrong or right answer anymore. There is no reason to throw out a perfectly good laser printer when simply replacing the maintenance kit for $200 will keep it running for another 100,000 pages. However, the customer’s goals may have changed since 2007 when they bought it. There really were no economical desktop MFPs that printed in color back then. There are now. Should the customer stick with the monochrome laser or opt for a more feature rich color MFP?
2: Have you and your customer “had the talk?”
Just because a device isn’t operating properly, doesn’t mean that it is the best time to attempt to upsell new hardware to your customer. Having the ”talk” with customers is centered on if and when devices should be repaired or replaced. If you are the incumbent in the account, this conversation is a winner. If the client insists that you should repair everything, then status quo is maintained, and at least you’ve had the opportunity to present them an option.
If they do ask for your advice on what is best, you can present them with several different options. This gives every dealership what they have always wanted – the ability to prescribe the right hardware for the customer’s unique situation and to remove devices that are either low-functioning or problematic. Here is a simple guide:
• Replace all hardware if it is 12 years or older
• Replace all hardware that has past a certain page volume
• Decide with the customer if they would like to replace like for like hardware, or upgrade (from single function mono to multifunction color)
If you do not have “the talk” and a competitor does, you could be left in a tough position. Using the information contained in your Miracle Service system can give you a better strategic foothold. Leveraging this data will allow you to show that you have the knowledge and experience to make solid recommendations, and therefore you become a trusted advisor. This builds trust and protects your business relationships from competitor intrusion.
3: Make it easy for you and your customer.
Providing your customers with a list of the hardware they should keep, replace or retire, if page volumes are low makes the decision very easy for the customer. This will give the customer confidence that you are on top of things and proactive where their fleet is concerned.
There is no way to entirely eliminate the need for service, but using existing fleet service information to engage in a conversation about new hardware is a winning approach with customers.
A service management program can help you better manage your customers’ fleets.
With Miracle Service, you can easily view the inventory of all the devices that exist at each of your accounts, along with a record of their service history and their usage/page volumes. This information is an ideal starting point for you to discuss the future service methodology of your accounts. See how Miracle Service can improve your service business. Send us an email at email@example.com, or book a demo today.