Want to save money and reduce print-related inefficiencies at the office? An expert managed print service (MPS) provider can help your company with both of these things. However, the benefits go way beyond these areas, including raising your IT key performance indicator, or KPI, measurements and metrics report.
Here are three important IT KPIs you’re probably already tracking that a managed print partner can help your boost.
1. Average Handle Time (AHT)
How many seconds does it take to handle a single call in your IT department? What about the after-call, or follow-up work?
Typically, these numbers together are reported in your department’s average handle time. But if you’re bogged down with print-related calls, you can expect your time associated with them to be pretty high. In fact, as much as 23 percent of calls to your IT help desk are print-related!
Now imagine that you have a MPS team on-call to take care of any office printer problem. Suddenly, your AHT is much more manageable—and IT can finally focus on more important problems.
2. Support Ticket Closure Rate
This KPI is a percentage of the number of customer support tickets resolved and closed by the customer support team divided by the total number of support tickets opened over the same period of time. You want to keep it near 100 percent to show that you’re able to respond quickly and efficiently to any problem that comes through.
Just like with your AHT though, print-related problems gum up the works. If you need to order in new toner or fix a device, there’s a good chance that the resulting lag time will create a lower support ticket closure rate.
Now, imagine how much time you'd save if your printers could sense when they were running low on toner? Instead of displaying a flashing “low toner!” message on the screen and alerting IT to drop everything to grab fresh supplies, the printer instantly did the entire chore itself?
You’d automatically cut down on the number of tickets coming in for toner replenishment, and you wouldn’t need to count the delivery time in your support ticket closure rate.
No. These aren’t magic printers that only live in our blog posts. This is exactly what a managed print service team can do, along with a fleet of smart printer technology.
So, say goodbye to wasted time worry about toner ever again!
3. Employee Satisfaction
The satisfaction of your employees—both within and outside of the IT department—might be the most important KPI of all. It's as difficult to measure as it is essential.
Ideally, you want to conduct employee surveys on a regular basis to get a sense of what’s needed from your department, where you’re succeeding, and where you’re falling short. This helps you quantify how your actions are working to improve employee satisfaction and isolate which of your tactics are effective.
But what does the happiness of your team have to do with printers? More than you think!
First off, how frustrating do most employees find printers? As mentioned above, faulty devices take up huge amounts of their precious time. They also take up the time of the IT team as well.
Also, by focusing excessively on printer problems, IT takes longer to get to updates, strategies, and other important tasks that could significantly improve the everyday satisfaction of their team members.
And once again, so much goes back to printer security. Just think of the ramifications of a major security breach at your business. From leaked client information to the exposure of confidential projects, expect employee morale—and that happiness KPI—to plummet.
However, with a managed printing service provider taking care of all print needs in a timely manner, you can focus on the non-print related areas where you most need to invest time and money. You'll also have a partner with deep-knowledge of printer security so your networks can't be hacked.
Soon, your IT team will see a serious boost in employee satisfaction numbers, metrics and KPIs, all thanks to a better print management strategy.
Start boosting those IT KPIs today by partnering with an expert managed print service team. Schedule a free 15 Discovery Call with imageOne and we'll chat about making your company running more efficiently than ever before.