Service development consulting in EMEA for a global printer and managed solutions provider OEM

The Challenge for the Client

Well-known in the middle market for business printers, our client was gearing up to move into managed document solutions, with a wider range of multi-function devices, software and an associated go-to-market strategy.  Project lead Javier Lopez needed external assistance with research in order to benchmark country capability across the in-scope markets and with sales operational materials, including Service Catalogue and collateral, partner and customer agreements.

Specialist Workstream Support

Acert was invited to make proposals and bid for the scope of work. On successful award we began work on three distinct workstreams:

Firstly we developed a capabilities matrix, conducting pan-EMEA telephone interviews with country manager-led teams and providing a metrics-based report and capabilities evaluation;

Next we authored a full Service Catalogue interacting with client marketing, operations and software resources. This covered three service lines – entry-level page-based services; managed print services; managed document services.  We developed all of the associated operational document materials including forms, fleet data capture workbook, checklists, questionnaires, FAQs, UAT, project control and satisfaction survey;

Finally we created partner and customer agreement templates, used to support three-way contracting between the OEM, partner and end -customer

Enduring Business Benefit

Our client’s managed document solutions have now become firmly established in the market with numerous major flagship customers, a growing network of competent partners and a continuous programme of innovation.