How The Best Copier Dealer Helps Your Business Grow

Has your copier and print fleet seen better days? Are you considering a refresh, but unsure where to begin?  This is often a task that many IT directors and office managers dread.  But choosing the best copier dealer can be the difference between a productive workforce and copiers that are consistently down or in need of repair.  If you haven't purchased or leased a copier recently, it's hard to know what to look for.  When you select a business technology partner, they will help you select the equipment that will work best for your business to streamline processes, improve efficiency and maximize outcomes to help your business grow.  Many will say that all copier dealers are the same, but if you do a little research and dig beneath the surface, you'll see that copier dealers are very different from one another.  Here are 12 questions to help you find and work with a new copier dealer.

1. Does your dealer take the time to understand your business needs?  Your print fleet is like any investment.  You don't buy or lease your equipment for no rhyme or reason.  You need to match your equipment with the needs of your business.
2. Does the dealer offer a range of well-known brand products?  Dealers that offer a wide range of equipment - from one or multiple manufacturers - will be able to provide you with the right devices for your needs.  They'll be able to lay out a plan for all of your MFPs and fit your business with devices that help you reach your goals.
3. Is the dealer an authorized dealer?  Authorized dealers have access to numerous benefits that unauthorized dealers don't, such as product training and an established, nurtured relationship with a manufacturer.  With more knowledge and training, you will be able to get better service and a better price.
4. Can the dealer keep you stocked with supplies?  Keeping track of toner can be quite a chore.  A great dealer will be able to offer you a program that tracks your toner usage and sends you supplies before you run out.
5. Does the dealer have happy customers?  Ask for references, and TALK TO THEM!  Does the company have a good reputation for honesty and timely service?  A dealer may offer a seemingly low price, but when you need service, they may nickel-and-dime you or fail to show up.  Look for a copier dealer that is invested in their clients' success.  Also, ask if they use a customer satisfaction metric system, like Net Promoter Score.  Good dealers seek the feedback of their customers to identify areas for improvement and learn what they're doing well.  At Fraser, we utilize the Net Promoter Score to gauge customer loyalty and happiness.
   
   
6. Are their service technicians factory-trained?  At some point, your MFPs will require maintenance and repair.  Just like any other piece of equipment, it takes maintenance to keep it running optimally.  When the need arises, you will want factory-certified, trained professionals working on your equipment.  Find out if the technicians are factory-trained, how often they receive training, and how experienced their technicians are.
7. Does the dealer focus on YOUR uptime and quickly resolve your issues?  A good dealer will track your service metrics and strive to improve them.  Fraser measures several important service metrics to ensure we're providing the best customer service, and one of those is First Call Efficiency.  This means how efficiently we are at fixing your equipment on our first visit.  You'll also want a dealer who has parts and supplies on hand at all times and rarely has to order parts.  Fraser technicians each have more than $7,000 worth of parts in their company vehicles, and our 30,000-square-foot warehouse is also stocked with supplies.  This means that calls are fixed the first time the technician visits, and for Fraser, that's more than 9 times out of 10!
8. Do they focus on doing the job right instead of quickly?  Often, a copier dealer will incentivize their technicians to complete as many jobs as possible in a single day.  This can often lead to shoddy repairs and a lack of preventive maintenance.  When Fraser sends a technician, they are encouraged to complete the job correctly and address all maintenance issues during their visit.  This means that the technician is 100%-focused on the job they are doing and not rushing to get to the next call to meet an incentive.
9. Do they provide product training?  MFPs have so many capabilities, but most people aren't even aware of all of the features.  To help you get the most out of your investment, your new copier dealer should provide you with full user training.  And if you need more training, you should be able to contact the dealer and schedule additional sessions if necessary.
10. Do they offer other services that fit with your business?  Copier dealers today aren't just copier dealers. They offer additional business services, including unified communications and telephone systems, managed print services, managed IT services, and more.  Consolidating services with a single vendor can help you develop a genuine partnership with your technology provider, which in turn can streamline your business operations.
11. What are their financing options?  9 times out of 10, a business doesn't want to purchase a piece of equipment outright.  So, make sure that leasing options are available.  This will give you the greatest flexibility to add new equipment as you grow and provide a predictable monthly cost over time, rather than a large capital expenditure all at once.
12. Can the copier dealer handle everything for you?  Can the copier dealer manage your entire print fleet?  Often, small businesses lack the internal staff to manage copiers and printers.  This is when it pays to outsource the management of that fleet of equipment.  With managed print services, all  maintenance of your print fleet is handled by the copier dealer, and you no longer have to worry about toner or supplies (except paper).

Maybe a bit more than you thought about when you originally set out to buy a new copier, but these questions will work to get you the best dealer that meets your needs and can help your business grow.  Fraser is more than ready to answer all of your questions and help.  Contact us today for a free print assessment!