Managing and monitoring managed print services is becoming more important than ever. As businesses move increasingly to the cloud and are becoming ever savvier with the wealth of data that is being provided, the software for MPS is becoming increasingly important.
With many businesses focusing on efficiency thanks to the economic downturn and rising costs, many are looking to their printer fleet and managed print services (MPS) solution to find savings. The software behind MPS solutions can help to deliver this.
“With the downturn in the marketplace, software in MPS is more important than ever,” says Ian Silvester, director of product management at EKM Global. “In the device management area, the focus is on cost management, business intelligence, automation and service management.
“With the right software businesses can manage costs across MPS through automation, better service remediation – remotely and onsite – and provide business intelligence to ensure that the correct devices are deployed and consumable wastage reduced. This in turn will lead to more efficiencies within an MPS reseller as more devices can be managed by fewer people. Of course, all this needs to be securely delivered and managed, ensuring the data is not compromised, data sovereignty is maintained and all software is effectively managed.”
Michael Field, managing director of Workflo Solutions, adds: “As the demand for more complex and agile MPS solutions grows, it has become important to utilise software that provides the tools and insights you need to optimise your printing environment, enhance security, streamline workflows, gain valuable insights and reduce costs,” he says.
“In addition, some specific benefits that can be derived from using software for MPS could be print cost analysis, print job auditing, user authentication, data encryption, printer provisioning and print accounting.”
Size and needs
Of course, what MPS software is needed depends on the size and needs of the business. “Different-sized companies require different solutions,” says Michael.
He notes some important factors that businesses should consider when choosing a managed print software solution. “If you have a small company, you may not need a full-featured managed print software solution,” he says. “However, if you have a large company, you will need a solution that can scale to meet your needs.”
Budget is also an important consideration. “Managed print software solutions can range in price from a few hundred pounds to several thousand. You need to choose a solution that fits the client’s budget,” he says.
Likewise, the solution needs to reflect the business’ security requirements. “If you need a high level of security, you will need to choose a managed print software solution that offers features such as user authentication and data encryption,” Michael says.
Then IT capabilities need to be considered, Michael adds. “If you have a strong IT team, you may be able to manage an on-premises managed print software solution. However, if you do not, you may need to choose a cloud-based managed print software solution.”
As Michael says, the location of the software needs to be considered. For instance, on-premises software is installed on the customer’s own servers and is typically more secure than cloud-based software, but it can also be more expensive to purchase and maintain.
“Cloud-based software is hosted on the provider’s servers and accessed over the internet,” Michael adds. “It is typically more affordable than on-premises software, but it can be less secure.
“Then there is hybrid software that combines the features of on-premises and cloud-based software. It is more expensive than either of those, but it can offer the best of both worlds in terms of security and affordability.”
Trends
Michael adds that cloud-based solutions are becoming increasingly popular due to their scalability, ease of deployment and remote management capabilities.
In addition, there is increasing demand for security features. “Businesses are increasingly demanding security features in their managed print software, such as user authentication, data encryption and print job auditing,” he says.
“More people are also seeking solutions that provide actionable insights through analytics. Predictive maintenance capabilities, which detect and prevent printing issues before they occur, are becoming essential for minimising downtime and optimising printer performance.
“The ability to print from mobile devices and support remote workers has become increasingly important.
“Businesses are increasingly focused on sustainability and this is driving demand for solutions that can help them reduce their environmental impact.”
Cloud demand
George Davies, product marketing manager – Software & Solutions at Sharp UK, agrees that there is increasing desire for cloud technology. “Many clients are moving away from server-based technology and looking for software solutions that can operate in the cloud,” he says. “In fact, our recent research found 21% of UK SMEs are prioritising migrating services to the cloud this year.
“A lot of the migration to the cloud comes from its cost reduction and administrative benefits. With this shift comes an increased awareness of the importance around security. We are seeing clients require a high level of this in everything they procure and implement. Our recent research campaign also found that 34% of SMEs will invest in improved IT security this year highlighting our clients are on the lookout for secure products and software solutions that provide all benefits of the cloud, but also have a multi-layered approach to security.
“Cost increases are also top of mind, with clients searching for ways to increase efficiency and reduce costs. Clients are demanding intuitive reporting with software implementations, seeking ways to become empowered to make data driven decisions and create an informed print policy and controls.”
More information
Ian adds that customers are demanding better information, hands-free management and a trouble-free service. “If consumables just arrive when needed and an engineer arrives before an issue happens then the customers will be happy,” he says. “If any cross-charging is required internally then a solution to provide this (again simple and trouble-free) will be needed. The main trends currently are security and moving to the cloud. Most of the print control softwares are now cloud-based. Security is paramount and must be thought of at all points from the actual device to the cloud, how is the data transmitted, in what format, what security and encryption is available and operational.
Another major trend is for customers to seek software that offer advanced analytics and reporting capabilities, Ian adds. “Customers want insights into print usage, cost allocation, device performance and environmental impact,” he says. “Analytical tools that help identify cost-saving opportunities, optimise print workflows and track sustainability metrics are becoming increasingly important.”
Likewise, there is a trend for converging MPS and managed IT services, which is influencing the choice of software. “Customers are looking for MPS providers that can offer integrated IT support, network management and security services alongside print management,” he says. “This integrated approach simplifies overall IT infrastructure management and ensures a cohesive experience for customers.”
There is also a demand from customers for sustainability and eco-friendly practices. “Customers expect MPS providers to offer solutions that help reduce paper waste, promote responsible printing habits, and track and minimise the environmental impact of print operations,” says Ian.
But it isn’t just about the technology: excellent customer service and proactive support are critical factors for customers. “They expect MPS providers to offer responsive support, proactive maintenance and reliable service-level agreements to minimise downtime and ensure optimal performance of their print infrastructure,” says Ian.
Get involved
With demand for MPS software increasing, now is an ideal time for resellers to get involved, but it will take a change from the traditional approach, Ian notes.
“Print resellers that have historically been very transactional in their marketing and sales approach need to adjust to a more account-centric approach to the sales and support process,” he says. “IT solution organisations that have historically ignored the MPS opportunity must begin to pay more attention to print.
“Resellers can get more involved with MPS opportunities, especially the IT solutions providers that have tended to do minimal print. With programmes from distributors and manufacturers coming online they will be able to sell an ‘MPS Service’ without having to manage clicks, consumables or service directly. This will all be available via financed packages that can be wrapped into a whole customer service. MPS providers can capitalise on efficiencies from software enhancements and look to expand out from print into other IT and office provider areas.”
George adds that resellers and dealer partners can capitalise on opportunities within the MPS software space by carrying out a complete assessment of their clients’ current MPS and its accompanying software to help them understand where they can optimise, increase efficiency and reduce costs. “Doing so also means the client sees their provider as a trusted advisor in this space, seeking advice and expertise to continually optimise and future-proof their print infrastructure,” he says. “It’s important for resellers and dealer partners to partner with organisations that can offer a broad portfolio of solutions so they have options for every price range, requirement and organisation size.”
Chris Bates, business unit manager – print and supplies, UK, TD SYNNEX, adds that there is a good opportunity with managed print software. “In all markets and especially in the SMB space, where customers want simplicity.
“Partners need to focus on providing the right managed print service for their customers’ needs. Any managed print service is dependent on the software development that underpins it,” he adds. “For any such service, there should be a constant feedback cycle in place that ensures changes can be made when they are needed, and the service can be constantly improved.
“There is growing interest in MPS. End user customers are looking to outsource the management and maintenance of print devices and consumables to a trusted third party – that’s especially true now that they have switched to hybrid working. Most customers want managed print to be made as simple as possible.
“Managed print will continue to grow and become a part of every reseller partner’s portfolio. Partners that are not yet offering managed print need to start exploring their options as soon as possible.”
Michael from Workflo Solutions agrees that the opportunities are significant. “Businesses are increasingly looking for ways to reduce their printing costs, improve their security and become more sustainable,” he says. “Resellers can capitalise on these opportunities by providing end-to-end MPS solutions that encompass hardware, software and services.
“In addition, they need to understand and evaluate the customers’ unique requirements and provide tailored solutions accordingly. This could involve offering different pricing models, scalability options and customised features to meet specific business needs.
“Offering value-added services such as workflow consulting, document management integration, security assessments and ongoing support should also be part of the mix. These services enhance the overall customer experience and create long-term partnerships.
“Lastly, invest in training your teams to become MPS experts.”
Evolving market
Michael adds that the MPS software market is expected to continue to grow in the next couple of years. “The key trends that are likely to shape the market include the growth of cloud-based MPS solutions, the rise of mobile printing and the need for sustainable MPS solutions.
“Additionally, the focus on integrating MPS with other IT services and the emergence of new MPS markets such as schools, hospitals and other organisations is also likely to grow. Overall, the future of MPS is bright and new and innovative MPS solutions are likely to emerge.”
Ian agrees that the market will continue to grow in the next couple of years, adding that as cyber threats continue to evolve, MPS providers will need to enhance security measures to protect sensitive information. “Advanced encryption, secure printing, user authentication and compliance with data privacy regulations will be essential features in future MPS solutions,” he says.
He adds that there will be more agnostic programs allowing a single interface to manage all assets regardless of what they are – desktop, laptop, printer etc.
“There will also be better predictive analysis for break/fix and consumables to improve efficiency, reduce costs and improve customer satisfaction.
“MPS may also further evolve into subscription-based models, where customers pay for a comprehensive print and IT services package. Managed IT services will be integrated with MPS, providing holistic support for customers’ entire IT infrastructure, including print management, network security and document management.”
AR and AI
Ian adds that augmented reality is likely to take on more of an influence, “The technology can enhance the print experience by integrating digital content into physical printed materials,” he says. “MPS providers may explore interactive print solutions, allowing customers to bridge the gap between physical and digital worlds, providing engaging and immersive experiences.
“Likewise artificial intelligence (AI)-powered technologies will drive automation and efficiency in MPS. Machine learning algorithms can analyse print usage patterns, optimise print workflows and detect anomalies or potential issues. AI-based print security solutions will enhance data protection, identify vulnerabilities and proactively prevent security breaches.
George from Sharp adds that in the next couple of years, as many organisations will have employees either returning to the office or continuing operating a hybrid working policy, some will naturally see print volumes rise again, and as such, demand for software for MPS continue to rise.
“Additionally, the rise of AI may mean we organically see this move into all areas of software, including for MPS. Many software providers in other spaces are already jumping on the trend, adding enhanced features for existing paying clients.
“For MPS software, we have already seen this type of technology emerge, with automated workflows and handwriting recognition, however it’s likely AI developments will continue to add more sophisticated features in the future.”
This shows the potential in the MPS software market now and in the future – and why it should become part of resellers’ portfolios.
