Allied Document Solutions and Services

Tips to Improve Customer Service

June 29, 2016 by Rob Richardson

SMBs often spend considerable resources on marketing and branding, but don’t put the same resources into customer support. However, a large part of your reputation depends on how customers feel you respond to their questions and problems. Improve your customer support with some of these easy tips:

Use Multiple Platforms

Some people feel the need to speak directly with a person if they have a complaint. Others prefer to use texting, emails, live chats, or other formats. To provide the best service to your customers, use as many of these formats as you can.
Establish a presence on Twitter and Facebook and be sure to respond as seriously to customer issues on these platforms as you would if they called your support line.
Your ticketing system should take this multi-channel approach into account. No matter how a customer first reaches out, it should be converted into a ticket that can be accessed by support agents manning the other channels for seamless support.

Be Aware of Your Hours

Problems don’t always occur between 9am and 5pm, and even when they do, customers cannot always call at this time. Customers prefer to have 24/7 support so they can get help whenever they need it. If this is not feasible for your business, extended night and weekend hours can provide similar benefits at less cost to your SMB.
Peak hours should have extra staffing. Holidays are a time that many customer support lines get heavy traffic. Whatever your peak times are, be sure to have enough staff on duty to respond to customer questions.

Respect Your Customers

Support staff should validate customer complaints and take ownership of the problem. Support should always be given in clear, direct language so there is no confusion.
Long wait times on hold can be discouraging. If possible, have a live person answer the phone to direct the call. Offering a call-back option is also helpful.

Hire Good People

A good support representative will be able to make the customer feel important while solving the problem quickly. Support your agents by allowing them some flexibility to solve problems. While you should have certain limits in place, agents should be able to act under their own discretion to provide the best service to that customer.

With these simple steps you can improve your customer support and your reputation.

Is Your Old Copier Costing You?

May 19, 2016 by Rob Richardson

Have you been putting off upgrading your office copier? Frequently, businesses hold on to their outdated office equipment thinking that upgrading is simply not worth the investment. However, when you think about replacing an old copier, you may only be considering the cost of the new equipment; aging copiers have many hidden costs that you may be missing.

Upgrading your office copier for newer technology has the potential to increase your efficiency, improve workflows and data security, reduce waste and save you money.

Here are some areas to consider:

Lack of Features – Technology is always changing, and copiers continue to add new functionalities. If you have an older model, you may be missing out on the opportunity to improve efficiency and quality, while expanding your capabilities.
Frequent Repairs – Every time your old copier breaks down, productivity slows or comes to a halt. Although repairing the machine can keep it functioning, it could be costing you more than you realize; it may make more sense to put that money towards the investment in a new machine.
Loss of Efficiency – Newer models can complete jobs more quickly than their older predecessors and they use less energy.
No security – Many newer models include security features such as encrypted hard drives, password protection and secure options for faxing and scanning to protect your data and network from cyber attacks.
Unsupported Mobile Print – Many older systems simply cannot support mobile printing, reducing employee productivity.

Experts estimate that by the time your equipment is 10 years old, you are spending more to keep it operational than you would on a new model. Many recommend replacing equipment every five years to maximize the value, stay on top of important upgrades, and stay competitive.

If you’re unsure about how an upgrade can benefit your business, contact us today!

4 Steps to a Greener Workplace with MPS

April 25, 2016 by Rob Richardson

Regardless of the size or scope of your business, or how many green initiatives you have already implemented within your organization, there is always room for one more! Achieving your goal of becoming a more eco-friendly company is within your grasp, and Managed Print Services (MPS) can help. Partnering with a Managed Print Services provider is the first step towards eliminating waste, reducing usage and cutting costs throughout your print network.

Here is a glimpse at what you can expect when you partner with and MPS provider:

An eye-opening assessment – A comprehensive print assessment is an effective way to determine the true cost of printing within your organization, which is likely much higher than you think. Your MPS provider will take inventory of your printers noting the usage, age and location of each. By analyzing your print metrics they will obtain useful data such as energy usage and paper waste, determining what is and isn’t working in your current environment.
Optimization of your print fleet – Aging or obsolete print equipment is often inefficient, with fewer eco-friendly options than newer models. An MPS provider will help phase out these machines, replacing them with energy efficient models that will help reduce your carbon footprint and increase productivity.
Less waste – Introducing and enforcing a series of print rules by department or user can help eliminate excess waste. By setting printer defaults to black and white, email scanning to PDF, or double-sided only print you can achieve instant energy, toner and cost savings.
A paperless office environment – Electronic tools can help digitize your documents, which not only saves paper and consumables, it helps streamline collaboration, enhances security, and offers easy access for those conducting business outside the confines of the office.

A Managed Print Services provider is dedicated to finding long term solutions to help your business become more environmentally sustainable, while also helping to increase productivity, streamline workplace processes, and reduce your bottom line. Give us a call today to get started!

Shopping for a New Copier? Tips to Help You Decide Whether to Lease or Buy.

March 24, 2016 by Rob Richardson

Every decision you make in regards to your business, from the location, to whether to buy or lease your print equipment, affects your bottom line. When you’re ready to start shopping for a new copier, consider your budget, needs and business goals before making your final decision and be sure to consult with a reputable vendor who can offer both purchase and leasing options and will work within your existing budget.

Read on to learn more about the differences between leasing or buying your next copier.

Should You Buy?

The most obvious reason to buy your next copier is that you own it and are free to trade, sell or upgrade. For businesses that may experience significant growth or change in a relatively short period of time a copier that no longer serves their needs is of little use. The money spent on your original purchase is an investment, some of which you’ll be able to recoup when you upgrade, unlike a lease payment, which is gone for good.

Cash flow is a major consideration, as financing could tie up your funds, preventing you from financing additional purchases.

Should You Lease?

When you lease your copier you can easily upgrade every few years, allowing businesses that otherwise might not be able to afford the latest technology to enjoy the latest features. Small businesses who are challenged with cash flow can acquire much needed equipment without dipping into their funds because leasing doesn’t usually require a downpayment. Budgeting becomes much easier with a predictable monthly expense.

However, if your business experiences a period of growth and you no longer need the equipment, you may still have to continue to make payments, depending on the terms of your lease. Removal fees at the end of the lease take many unsuspecting businesses by surprise.

There’s no right or wrong answer when it comes to deciding whether to lease or buy your next copier, as both have their merits. So how do you choose? Base your decision on which path will best help you meet the short and long term goals of your company, working closely with your sales representative to make sure you stay within your budget.

Printer Placement Tips

February 15, 2016 by Rob Richardson

Often times, office printers are placed without any real thought given to the location. This practice can compromise your employees’ productivity and reduce efficiency. Taking the time to plan your print environment will help your office run more smoothly.

Printer Quantity

The number of printers your office needs depends on a number of factors:

How many employees do you have?
What type of print jobs need to be done?
What is the volume of printing being done?
Are there currently delays in getting printing done?

You should also give thought to the function of each printer. While a marketing department may need a high-quality colorprinter, other departments may be able to function with a more traditional black and white printer.

Map the Office

To determine where printers should be placed, you should first consider where the employees who will be using them are located. Printers are often best placed near the people who will be using them the most. If two departments are sharing a device, it must be easily accessible to both. Taking a step back to examine the office layout will help you find the ideal location for each printer.

Areas to Avoid

There are certain areas in the office where you should not place a printer:

In one employee’s office, unless they have sole/primary user. The constant disruption of other people’s print jobs will decrease productivity.
Near water fountains, coffee machines, sinks or other areas where they may be damaged by spills.
High-traffic areas where the machine may be frequently bumped or moved.
Near heating and air-conditioning vents, or other areas that may have extreme temperatures.
Areas prone to dust.

Avoiding these areas and following the manufacturer’s recommendations will prolong the life of your machine and improve print performance.

Placing your office printers is best done by planning ahead. Determine where they best fit in the flow of the office, and make sure the area is appropriate for a print device. By properly placing your printers, you can increase efficiency and productivity, making your office run more smoothly.