How do experienced service providers, those who have built a solid and professional business, take their organization to the next level? After investing many years improving operations with a continual focus on improvement, it may seem like a difficult task. But for those listening closely to the needs of their clients, attaining that objective can be a lot easier.
After all, very few service organizations can succeed long term without making evolutionary process improvements, helping their employees hone their skills and offering consistently better solutions to their clients. Innovation is a key to growth in any segment of the services industry, and that’s especially so in a segment with a history of rapid technological and business changes: managed print services. Just look at the successful business transformation the top MPS providers have undertaken over the past several years and pay attention to what they’re doing to keep that momentum going.
For example, at this week’s ChannelCon event, two members of the CompTIA Managed Print Services community presented several ways organizations can take advantage of the latest technology trends to capture more business. Doug Johnson from Supplies Network and West McDonald of FocusMPS demonstrated how tablets and other mobile devices will impact the typical office environment, as well as their effect on print volume and preferences. With a thorough understanding of their clients’ changing business needs, service providers can adapt their operations and portfolios accordingly.
This philosophy carried through other Managed Print Services community discussions at ChannelCon. Medical technology consultant Mike Semel with Mike Semel Consultants detailed how the latest HIPAA changes will affect MPS businesses, while Greg Walters of the Managed Print Services Association and Walters & Shutwell Inc. shared the challenges and opportunities of convergence. With so many business and technology issues putting additional pressure on the MPS market, successful providers understand the significance of monitoring the latest trends and making adjustments to their own services as needed.
One proven method for keeping abreast of critical industry news and education is to join a collaborative network of peers, such as the CompTIA Managed Print Services community. Monitoring the latest trends and best practices is good, but implementing those procedures in your own operations is better. That’s why successful organizations undertake and complete recognized industry accreditation programs.
The value of this type of business credential for a managed print provider is two-fold: It offers them a structured process to vet and improve their current practices and capabilities and provides them with a variety of marketing opportunities. For example, in order to obtain the new CompTIA Managed Print Services Trustmark, applicants must meet specific skill and knowledge criteria and adhere to certain prescribed standards. The credential program comprehensively covers each area of an MPS business, requiring applicants to review and, when necessary, makes adjustments to meet or exceed industry-best practices. The aspects covered in the Managed Print Services Trustmark include:
- A code of conduct: Business ethics and professional responsibility, service and delivery, and advertising.
- Operations: Agreements, tools and processes, standard operating procedures and customer relations.
- Management/finance: Financial procedures, risk management and human resources.
- Sales skills: Prospecting, methodology, client management, billing, business reviews and strategy.
- Delivery skills: Monitoring deployment, customer expectations, fleet management, supply requirements, reporting and meeting service requirements.
- Operations skills: Financial, cost determination, productivity and profitability, inventory, logistics, yield, billing, support and best practices.
A CompTIA Trustmark is a true differentiator for dealers and solution providers. The programs are specifically designed to allow the applicants to improve their capabilities, elevate their professional status with clients and prospects and enhance their overall marketing opportunities. Those who obtain a Trustmark are equipped with the latest tools and business practices, giving them greater potential to attract new customers and retain their current ones.
For a managed print provider, service is one of the biggest differentiators. Businesses expect high performance from their contractors, and those who can meet or exceed those objectives are more apt to succeed. By earning the CompTIA Managed Print Trustmark, providers can ensure that their organization is not only willing to meet the expectations, but have the ability to deliver. Want to learn more about how the credential can help your organization or get details on how you can get started? Contact Lisa Person, director of member communities at Lperson@CompTIA.org.
Brian Sherman is founder of Tech Success Communications, specializing in editorial content and consulting for the IT channel. His previous roles include chief editor at Business Solutions magazine and senior director of industry alliances with Autotask. Contact Brian at Bsherman@techsuccesscommunications.com.
