In the field service industry, many Australian small and medium-sized businesses (SMBs) offer tailored managed print services (MPS). These companies have invested in enterprise resource planning (ERP) platforms to facilitate this offering but often don’t fully understand all the features at their disposal, which inhibits their ability to leverage the solution. 

 

Josh McHugh-Cullen, regional account executive, ECI Software Solutions, said, "ERP platforms and MPS offerings are often considered independently of each other, which limits an SMB’s ability to offer its solution effectively. When a company’s systems and core offerings aren’t integrated, data remains fragmented, leading to inefficiencies and errors in decision-making. Employees might not receive enough training on how to use these systems properly, resulting in low adoption and suboptimal use of the technology. Ultimately, this prevents businesses from benefiting fully from their own platform." 

 

SMBs should consider the following strategies to improve the performance and functionality of ERP solutions for delivering MPS: 

 

1. Develop a clear strategic plan 

Creating a well-defined strategic plan is essential for the successful implementation of MPS through ERP systems. Start by establishing specific goals such as cost reduction, efficiency improvement, and enhanced document security. Managed service providers (MSPs) and IT service (ITS) providers should leverage their ERP systems to streamline and facilitate MPS by integrating MPS functionalities with ERP capabilities. This integration can streamline billing and inventory management, reducing administrative tasks and improving order accuracy.  

SMBs should also tailor offerings to meet local market trends, ensuring competitive pricing that balances cost and profitability, and leverage government programs like the Energy Efficiency Grants for SMBs to gain financial support for upgrading equipment and improving energy efficiency(1). The 2024 Federal Budget also includes support for digitalisation, cybersecurity, and skills development, which can enhance MPS programs for MSPs and ITS providers(2). 

 

2. Manage vendors effectively 

Effective vendor management is crucial for supporting customers efficiently. MSPs and ITS providers should select vendors based on their location and service capabilities to ensure timely service and supply delivery. Establish clear service level agreements (SLAs) to maintain consistent service quality and meet customer expectations while complying with local and international regulations, such as the Australian Privacy Principles (APPs). Good vendor management ensures that MPS operates smoothly and delivers high-quality service consistently. 

 

3. Establish robust internal processes 

Well-documented internal processes are essential for efficiency and accountability. MSPs and ITS providers should document all processes related to lead management, onboarding, technical support, billing, order processing, and inventory management. Clearly define roles and responsibilities to ensure accountability and efficiency and create workflows that leverage the strengths of their ERP system. For instance, outline each step of the onboarding process for new clients, from initial consultation to system integration, to ensure a smooth transition and consistent service quality. These robust internal processes will help teams use the ERP system effectively to support MPS offerings. 

 

4. Conduct comprehensive employee training 

Comprehensive training programs equip employees with the necessary skills and knowledge to leverage both ERP and MPS systems effectively. MSPs and ITS providers should regularly update these training programs to include new technologies and best practices. Provide specific training, such as on new print management software, to enhance the staff’s ability to troubleshoot issues, manage print jobs efficiently, and provide better customer service. Ensuring that teams are well-trained on these integrated systems is crucial to maximise the benefits of ERP and MPS. 

 

Josh McHugh-Cullen said, "A print management solution is a significant investment, so it's crucial to ensure it fits the business’s needs. Before launching the program, thoroughly test internal processes to ensure the offering functions well, is customer-centric, and offers the necessary flexibility. Conducting a pilot program with a small group of clients lets businesses gather valuable feedback and make necessary adjustments before a full-scale launch. It's just as important to test the MPS processes to ensure they offer robust support because businesses need to know that, if anything goes wrong, there is a trusted partner to help, not just a provider selling a service." 

 

Reference:

(1) https://business.gov.au/grants-and-programs/energy-efficiency-grants-for-small-and-medium-sized-enterprises-round-1

(2) https://www.dewr.gov.au/about-department/corporate-reporting/budget/2024-25-budget