Global Law Firm reduces imaging costs while maintaining high standards of service

COMPANY............................................................As one of the world’s leading law this is helping clients achieve their goals by combining the highest global standards with local expertise. The strategy is to be the leader of a premier group of international law

One of the ways it is striving to meet that goal is through continued investment in managing knowledge and information, and by continuously improving a working environment that enables all employees to offer consistently high standards of client service.

CHALLENGE............................................................ In an effort to control costs without compromising service standards and the supportive culture, the began looking at its printing and imaging environment for savings opportunities. The Director of IT, Americas, initiated regularly scheduled evaluations of the imaging Based on the the Director decided to go out to bid for service on the

SOLUTION ............................................................ The IT team analyzed bids from several vendors, comparing costs, functionality, service, and company reputation. “Three things set Flo-Tech apart from the competition -- the automated service tool, very competitive costs, and its reputation in the industry,” the Director explained. In talking with several of her peers at other the Director found that Flo-Tech works with many of the top law in NYC, as well as Boston, New Jersey and Philadelphia. Regarding the automated service tool, the Director commented, “The remote monitoring application helps us make smarter decisions and that helped guide our decision to move away from our current support structure.”

The automated service tool, Flo-Tech’s Alert Management Software™ (AMS), is an intelligent, remote monitoring system that works with industry standard monitoring tools

like HP’s Web Jetadmin. AMS analyzes thousands of system generated alerts, interprets those alerts and then determines, proactively, what actions to take to prevent failures before they can occur. AMS reduces downtime by automatically: • Identifying potential problems• Creating service calls for known problems• Emailing device status and service tickets to the

appropriate personnel • Recording device history for reporting and future

system analysis

“AMS automates the whole process for us – from entering tickets and tracking issues, to highlighting issues in reports,” said the Director.

AMS is a key component to Flo-Tech’s Integrated Print Management Program™, a cost per page program with proactive service and support. Flo-Tech’s proactive service delivery model also includes Activity Based Cleaning, a strategic preventative maintenance program based on actual page volumes, and proactive parts replacement. As part of the program, Flo-Tech also provides end user training where needed. With The the emphasis was on educating users on the new service implementation and setting service level expectations.

RESULTS ............................................................ The reduced its overall printing and imaging costs by 18% by automating many tasks that previously required manual intervention, consolidating vendors and lowering the U.S. overall cost per page. At the same time, the proactive service and support Flo-Tech delivered kept end user satisfaction and productivity at consistently high levels, which was a primary objective for the IT Director.

Flo-Tech and the Director of IT the and new layout to ensure optimal device access in the event a device failure did occur. “Flo-Tech’s service is very good. We get a four hour response time, but in our environment, even that can seem like a lifetime”, the Director noted. “That’s why we had to educate our users – for example, if the printer right outside their wasn’t available, they could use one of the other conveniently located printers on the

• Proactive management with Flo-Tech’s Alert Management Software™

• Overall cost savings • Experienced, professional and prepared technicians• Accountability and responsiveness from Flo-Tech’s

account manager

“Flo-Tech proved it could deliver on everything that was promised in the agreement,” the Director commented. “Flo-Tech also proved its strength in managing printers, and more than lived up to its reputation.”

“Flo-Tech proved it could deliver oneverything that was promised…Flo-Techalso proved its strength in managingprinters, and more than lived up to itsreputation.”

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