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New Research from Xerox and IDC Shows Importance of Service Delivery, Digital Insight in MPS Contracts

Thursday, April 14, 2016

Press release from the issuing company

New IDC research for Xerox explores the question and offers insights for companies about how Managed Print Services (MPS) strategies can fuel the digital workplace and a company’s digital transformation. The “Managed Print Services — Service Delivery Excellence” survey of large enterprise organizations in the United States and Western Europe found 25 percent of respondents indicated their vendor didn’t consider end-user document workflow, productivity or paper-intensive workflows that could be transitioned to digital, an essential element of digital transformation.

In terms of how providers view a successful MPS contract, almost half of respondents (46 percent) cited execution as the key to successful engagement. Just under one-third of respondents indicated that technology was the primary driver of success, and a similar number stated that their relationship with the vendor and its employees was significant to the success of the MPS engagement.

The research considered the three principal phases of an MPS engagement, and the particular factors that drive success. Its findings included:

·        Assess – By conducting an extensive assessment of your current infrastructure, the provider can develop a detailed plan for cost savings and product recommendations. More than a quarter of respondents noted that a primary challenge was that their vendor did not consider manual processes that could be automated.

·        Transition – The transition encompasses technology optimization as well as workflow enhancements. Here, providers make suggestions for additional optimization as the future state is rolled out. Thirty-seven percent of respondents noted that it was important for that plan to include a phased approach for global rollout.

·        Manage – The transition has been completed and the MPS provider is managing the day-to-day operation of the print and document infrastructure. Among the top success factors noted by respondents was that their providers are responsive, providing timely problem resolution (32 percent).

“Service has always differentiated Xerox from its competitors and this new research casts a light on what today’s customers consider service excellence, revealing the make or break factors in an MPS engagement,” said Mike Feldman, president, Large Enterprise Operations, Xerox.

Click here to download an MPS buyer’s checklist and see the full study.Learn more about Xerox’s Managed Print Services.


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