Client Overview:
NK Motors is a prominent chain of car dealerships situated in the East Midlands. With multiple locations and a strong commitment to exceptional customer service, they aim to provide a seamless experience for their customers in the automotive industry. The company had been facing significant challenges with their existing managed print services, including issues related to controlling costs, service quality, device reliability, and technical support. A disjointed network of multiple suppliers further complicated their operations, negatively impacting efficiency, customer satisfaction, and ultimately, brand perception.
The Challenge:
When NK Motors' newly appointed Finance Controller took the time to review existing MPS supplier contracts and expenditure, he unearthed the issues below:
Unreliable Devices: NK Motors' existing print devices were outdated and prone to frequent breakdowns, leading to operational disruptions and inefficient processes.
Inconsistent Technical Support: With multiple suppliers for various devices, the lack of a unified support system created confusion about whom to contact in case of technical issues.
Customer Experience: Printer problems at the customer service desk caused delays and frustrated customers, ultimately undermining and prolonging the sales process, as well as customer perception.
Wasted Staff Time: Frequent device issues required staff to spend valuable time troubleshooting and managing support queries instead of focusing on core tasks.
Cost Implications: Inefficient devices were proving expensive to run, and the poor print quality led to frequently abandoned jobs left at devices, impacting budget and productivity.
The Solution:
To overcome these challenges, NK Motors initiated a search for a new managed print services provider, considering several suppliers in the market. Whilst incumbent suppliers offered more of the same (updated devices and marginal cost savings), Vision took a different approach.
Vision took the time to truly understand NK Motors' unique requirements, conducting a thorough volumetric print analysis, and mapping out spaces in order to ensure optimal device placements.
Key Solutions Implemented by Vision:
Consolidation of Services: Vision helped NK Motors to consolidate all managed print services into one contract, simplifying billing and streamlining the entire print environment. NK Motors now had one quarterly payment for devices and a single monthly payment based on print volume.
Unified Fleet of Canon Devices: Vision introduced a uniform fleet of Canon devices that not only improved the user experience of staff, who had a single, consistent interface across devices, but also led to energy-efficient solutions, reducing overhead costs.
Single Point of Contact for Tech Support: By consolidating their fleet into one solution with a single supplier, Vision were able to act as a single point of contact for technical support. Furthermore, Vision’s Remote Fleet Management (VRFM) tool made monitoring, repairs, and supply reordering automatic, easy, and intuitive. VRFM also utilises predictive analytics to monitor toner levels and other important consumables in order to ensure the proactive and timely delivery of consumables without NK Motors’ having to reorder once they were running low.
Innovative Solutions with PaperCut: Vision introduced innovative solutions like PaperCut, enabling "follow-me" printing, where users could print documents from any device, enhancing flexibility and productivity. Secure release ensured that only authorised users could print sensitive documents. This reduced waste and converted colour to mono, equalling cost savings.
Enhanced GDPR Compliance: The Secure Release functionality implemented throughout the NK Motors estate ensured only authorised individuals were able to access and print sensitive customer documents, helping NK Motors comply with GDPR regulations while protecting the privacy of customers.
The Outcome:
The partnership between NK Motors and Vision resulted in numerous benefits:
Reduced Downtime: With 99.6% device uptime, NK Motors experienced significantly reduced downtime, leading to smoother operations.
Improved Support: The single point of contact for technical support, coupled with VRFM, ensured prompt and efficient support, minimizing disruptions.
Simplified Billing: Consolidation of services led to transparent and simplified billing, making it easier for NK Motors to manage expenses.
Enhanced Customer Experience: Reliable machines and improved print quality contributed to a better customer experience and an improved brand image.
Increased Efficiency: Staff members were no longer burdened with troubleshooting printer issues, allowing them to focus on more productive tasks.
NK Motors' transformation of its managed print services with Vision not only addressed their existing challenges, but also positioned them for future success in the competitive automotive industry, solidifying NK Motors' reputation as a leading customer-centric dealership chain in the East Midlands.
Tony Leah, NK Motors’ Financial Controller, states:
"Vision has completely transformed our print operations at NK Motors. Their Remote Fleet Management software, powered by predictive analytics, has achieved an astounding 99.6% device uptime, ensuring seamless productivity for our team. Their commitment to proactive monitoring and issue resolution has eliminated the need for technicians to be called out, which we were experiencing regularly with our previous supplier, and their automatic consumables dispatch ensures uninterrupted service. Thanks to Vision, we've also experienced a simplified billing process, significant cost savings, and most importantly, the ability to deliver customer service and sales processing without interruption. Vision truly goes above and beyond, and we couldn't be more thrilled with the results they've delivered for us."
