HP IMAGETEC User Manual

HP CASE STUDY

IMAGETEC SPEEDS CUSTOMER

SERVICE WITH REMOTE

PRINT MANAGEMENT

HP Smart Device Services Action Center enables faster

response times and enhanced service experience

Industry:

Business Services

Objective

Provide immediate remote print management
service for customers

Approach

Engage HP Smart Device Services Action
Center as remote management solution
for HP printers

Impact

Enables remote interaction with HP printers
for quick service

Supports proactive, cloud-based printer
and MFP remediation

Gives service techs remote access to
informative central dashboard

Supports the cost-effective management
of customers’ device fleets

Reduces number of service calls requiring
travel and improves service efficiency

Provides a competitive differentiator based
on proactive customer service

Country:

USA

CASE STUDY | IMAGETEC

IMAGETEC is an industry leader in office solutions
and print management. The company is leveraging
HP Smart Device Services Action Center to efficiently
manage fleets of printers and quickly provide firmware
updates remotely.

Challenge

Serving a wide geographic area

IMAGETEC has been an industry leader for digital office equipment and print management

in the Chicago area for over 26 years. The company was started in 1992 with the vision of

providing businesses with innovative digital office solutions and a focus on customer

service. Today, it has grown to more than 150 employees who work from the headquarters

in McHenry, IL., and five other offices in the greater Chicago area. IMAGETEC leads with HP for

A3 and 60ppm print solutions. “We also offer managed services so we have a fully-staffed IT

division that can provide network support and help clients with particular jobs or projects.

We can also manage the network and provide cloud space if a client needs it, so we offer

software solutions and support as well,” says VP of operations, Mark Dodge.

The majority of the company’s clients are based within a 100-mile radius of downtown Chicago,

but for those who have distant branches, IMAGETEC uses remote desktop and support services

or works with alliance partners in New York, California, Georgia, Florida and other states.

Supporting large print environments over such a wide physical area is challenging on engineers’

time, travel and cost, so remote management, diagnosis and resolution are important.

While the company had legacy remote capabilities, they were not as functional or robust as

needed. “We needed to be able to check current firmware versions, see what the customer

was using and update firmware,” Dodge explains. “We want to see what's going on with

the product and be able to access and troubleshoot directly through the remote program.

That’s the value-add that enhances our service organization, allowing a faster response to

clients' issues and faster resolution. Our previous remote programs did not have all that ability.”

“HP SDS Action Center gives us the ability to remotely

manage a eet of devices. It’s a value-add that enhances

our service organization by enabling faster responses.”

Mark Dodge, VP of operations, IMAGETEC