A Win Win Situation with TSG
Published June 30, 2009 at 12:19 pm · Filed under Printer / Copier
PRINTER COMPANIES WITHOUT A SERVICE CAPABILITY ARE TURNING TO THIRD PARTY MAINTAINER TECHNICAL
SUPPORT GROUP (TSG) TO DELIVER MANAGED PRINT SERVICES
Managed print services (MPS)
are often described as a win:win
situation for both client and supplier.
Another company doing well out
of the popularity of MPS contracts
encompassing consultancy, device
delivery, servicing and support is
third party maintainer Technical
Support Group (TSG).
Despite the diffi cult economic
climate, it has seen sales grow 25%
year-on-year by meeting printer
manufacturers’ need for a reliable
nationwide servicing partner.
Customers include Brother,
Xerox, Samsung and Kyocera Mita,
which recently took on TSG to carry
out the maintenance elements of
its new MPS proposition.
MD Meyer Kempf said that TSG was
able to meet Kyocera’s needs including
stringent service level agreements
(SLAs) because it has made signifi cant
investments in its IT infrastructure,
premises, training and workforce.
TSG recently moved into a new
building with on-site workshops and
training facilities; it has upgraded its
infrastructure with a new phone system
and servers; and continues to recruit
new managers and service engineers.
“In the last three months alone
we have taken on engineers in
some of the more remote areas of
the UK, so that we have no need to
sub-contract,” he said.
Kempf added that TSG would
continue to increase the ratio of
engineers to machines in the fi eld
to enable it to provide four-hour
response times across the UK.
“We already provide 6-hour
support for 1,200 different makes
of machine and are now investing
money and manpower to enable us
to provide four-hour multi-vendor
support for all our clients. We have
done this fi rst in London and are
rolling it out to other conurbations.”
Manufacturers are not the only
ones to benefi t from this investment:
40% of TSG’s business comes from
corporates with mixed printer, fax and
MFP fl eets and they, too, can look
forward to faster response times and
improved device management.
“What attracts corporates to TSG
is our ability to provide good quality
multi-vendor service and detailed
management information (MI) on
their printer fl eet, and the fact
that we are a dedicated support
company, not a sales company with
service,” Kempf explained.
“In preparation for going to an
MPS, a lot of businesses want to
improve their understanding of
their fl eet and infrastructure. As a
multi-vendor support company, TSG
can help a business manage their
migration from Point A to Point B.
We’ve found a real market for that,
as we can give them such great MI.”
As more businesses embrace
managed print services to reduce
print costs, TSG’s service offering
looks increasingly attractive to
manufacturers and corporates alike.