It’s not hard to imagine that in today’s market, your customer’s success is dependent on the speed and quality of the service provided by your company. This is the situation in highly competitive print market. Many printers utilize similar state-of-the-art equipment and systems in their establishments and printing has become a commodity business. In a commodity market, suppliers compete based on time and cost. If a printer cannot turn a print job around quickly, say within 20 to 30 minutes, the customer will seek an alternative option. So, it probably comes as no surprise that printers are highly dependent on their equipment suppliers to ensure that the equipment, so critical to operations, is operating properly and at full capacity during their typical working hours (e.g., 3 shifts/24 hours per day). Extended periods of downtime, output errors, and printing glitches (e.g., smudges, smears, color mismatches) are unacceptable.
Ensuring high levels of machine uptime and quality print output places increased pressures on manufacturers for service and support. Regardless of whether they are forced to deal with a hardware issue or an application error, customers demand rapid response and fast resolution. If service is not provided in a reasonable timeframe, manufacturers run the risk of losing customers as well as click-through revenue. As digital printing technology becomes more complex and sophisticated (think expanded feature/functionality), customers need more support and manufacturers find that they must hire more field service technicians to keep up with increased service demand.