general cost per copy questions

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  • SalesServiceGuy
    Field Supervisor

    Site Contributor
    5,000+ Posts
    • Dec 2009
    • 8144

    #16
    Re: general cost per copy questions

    I completed two service calls today via Windows 10 Quick Assist. Often there is no longer a need to jump in a car and drive to the customer if you can fix the problem remotely.

    Customers like it and I save on gas which allows a lower cpc rate.

    I consider remote assistance a mandatory skill in 2022.

    Comment

    • mloudy
      Senior Tech

      500+ Posts
      • Oct 2015
      • 779

      #17
      Re: general cost per copy questions

      Our remote assistance requires the customer to go to our website to start the session. This is on the webpage were they click to start the session:

      "Please note, we charge for remote help services. Why? Remote help still requires our professional time and effort. The same way on-site network support is billed, we bill for remote network support. This helps cover the cost of our professional technicians as well as the cost of the remote help software. Unlike on-site support, remote support billing is charged in 15 minute increments."

      Comment

      • BillyCarpenter
        Field Supervisor

        Site Contributor
        VIP Subscriber
        10,000+ Posts
        • Aug 2020
        • 16312

        #18
        Re: general cost per copy questions

        Originally posted by wjurls
        I deal mostly with production equipment and not a single one of them is under any kind of service agreement. I have thought about offering them in the past for the profitability factor, but with all that is going on right now, I am so glad I'm not held to a CPP right now. Especially with production units. The other advantage of no contracts is it keeps everyone honest. I never get calls to travel 50 miles out to take care of a "black speck on every 5th page". When customers have to pay time and materials, suddenly little annoyances don't matter any more.

        Just something to consider.

        There's also a big disadvantage to not having a service contract - anyone can step in and take that account.
        Adversity temporarily visits a strong man but stays with the weak for a lifetime.

        Comment

        • wjurls
          Trusted Tech

          Site Contributor
          250+ Posts
          • Feb 2017
          • 494

          #19
          Re: general cost per copy questions

          Originally posted by BillyCarpenter
          There's also a big disadvantage to not having a service contract - anyone can step in and take that account.
          While this is certainly a factor. Especially with office platforms. I haven't experienced much of this in the production segment. Very few independents seem to want to take them on around here. Many of my customers are ex KM direct or dealer customers that were either shown the door, or priced out of a CPC. Either way, contracts do expire and they are free to walk then just as well. I have only lost one direct to KM. Ironically on a Press C1070 that I sold the customer. I suspect they will be calling again once they are done with the annual reaming.

          Comment

          • junior
            Technician
            • Sep 2008
            • 13

            #20
            Re: general cost per copy questions

            Originally posted by mloudy
            Here are a few of the important terms in our Maintenance Agreements:

            "(Customers printing to, scanning from or faxing on the Digital Imager Series)
            f)Print, scan or fax related software or firmware updates or problems. *Network support (printing, scanning, software, etc.) charges will apply.
            *On site support will be billed in 30-minute increments and phone support will be billed in 15-minute increments."

            At the bottom of every MA invoice it also states that scan, fax and print issues are not covered by the MA. Printed in red and highlighted in yellow.
            This, I wish my office would have the balls to charge. I'm mainly install/networking now and probably 99% of what i do should be chargeable, but I doubt it ever gets charged since pretty much all customers have a MA.
            I think this is also why many dealers are getting into IT services since people don't even bat an eye paying for it.

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