Call Print Reprographics
Things just don't change overnight, or so the saying goes. But, sometimes, they do. Ask Callprint's Graham Peace about his approach to cost recovery, and you learn about an overnight success that solved a problem and simplified their lives. For Peace, Sepialine's Argos Cost Recovery System is the software of choice for Callprint's on-site Facility Management program.
As one of London's leading service bureaus, Callprint counts the U.K.'s leading architecture and engineering firms among its growing client base. For Director Graham Peace and Systems Administrator Kevin Crawley, establishing a true partnership with clients is the key to success, which means that Callprint's technology decisions can have deep impacts on the company and its customers.
In the beginning
Like many service bureaus, Callprint first began offering on-site Facility Management (FM) services in the 1990s. “Cost recovery was customer-driven back then,” recalls Peace, “People were just starting to allocate their expenses, and they looked to us as experts on the subject.” As members of ReproMAX, a service bureau network based in the U.S., Callprint had access to a deep roster of fellow reprographers, many of whom were facing similar technology questions.
Through ReproMAX recommendations and his own research, Peace found Technesis, a cost recovery provider whose Smartprint tracking software was in use at several other ReproMAX companies. “At the time, Technesis was reasonably well advanced, so it made sense.” Peace recalls.
Customer Overview
- Customer: Call Print Reprographics
- Headquarters: London, U.K.
- Founded: 1992
- Employees: 250
- On the Web: www.callprint.co.uk
“Argos didn't just work, it worked well and actually made our lives easier.” —Graham Peace, Director, Call Print Reprographics
Like many cost recovery products, Smartprint enforces compliance by holding print jobs, forcing users to supply accounting information before each print job is released. Peace recalls his early concern: “qualifying the print jobs first was a problem in my mind,” says Peace. But, faced with few options, and finding the Technesis product to be an otherwise solid performer, Peace rolled out Smartprint throughout Callprint's FM clientele.
Opportunity knocks
Like anyone running a thriving business, Callprint continued to research and learn. Although they were aware of Sepialine and its unique approach to cost recovery, they weren't presented with any particularly compelling reason to make a switch. Peace never stopped worrying about Smartprint's pre-bill enforcement technique, but the software worked and Callprint's FM business grew. Then, in a stunning exhibition of Murphy's Law, cost recovery suddenly became a problem at one of Callprint's large FM placements. With over 240 desktops running Smartprint, a software glitch brought the office's printing to a standstill. “If Smartprint didn't intentionally interrupt print flow, we could have found a workaround,” recalls Peace, “stopping a print job is a fundamental design flaw. I'd always had concerns about it; those concerns turned out to be well-founded.” Peace had no choice but to uninstall Smartprint. It seemed like a good time to try Argos.
The conversion to Argos was a critical test: the installation needed to occur, literally, overnight, with no room for error. Faced with the daunting task of installing Argos on hundreds of desktop computers, Peace enlisted Callprint's entire I.T. department, as well as that of their customer's, to visit each desktop. They ordered pizza and drinks, expecting a late night. Prior to getting started, Crawley thought he might first try Argos Deployment Center, Sepialine's remote installation tool. Within minutes the Argos desktop client was running on nearly every workstation. For the few computers that Argos deployment center couldn't contact, a simple manual installation completed the rollout. The entire installation, including database, print server installations and desktops, was done in a few hours. The I.T. staff took home leftovers that night.
The way forward
For Peace, the Argos implementation was a success and a relief. But it was also a turning point. “Argos didn't just work, it worked well and actually made our lives easier,” he recalls. For Peace, Sepialine is a progressive company that's willing to go the extra mile: “They've made the effort to support us in London. Their London training seminars have been immensely valuable for our staff,” related Peace. “Most of our sales staff has attended a Sepialine training session, and it helps them understand how to sell cost recovery.” On the technical side, Crawley — who oversees Callprint's software support — sees a difference, too. “Kevin spends a lot less time now supporting cost recovery,” says Peace.
Most importantly, Argos keeps Callprint's customers happy. “The software is easy enough to use, so training usually equates to a short introductory meeting with the customer's employees, and that's it,” notes Peace. Customers are using Argos software to capture reimbursable expenses, a practice that helps Callprint win and keep business. These days, Callprint's FM business is growing faster than ever, and Peace is confident that the company will keep up with the demand. “Having the right kit of parts to offer our customers instills confidence in our sales force, and among our customers, and it's that confidence that will keep us successful.”
This customer story is based on information provided by Callprint and illustrates how one organization uses Sepialine products. Many factors may have contributed to the results and benefits described. Sepialine does not guarantee comparable results elsewhere.