New Xerox eConcierge™ Software Helps You in Two Ways, for Two Types of Customers

We knew the arrival of Xerox eConcierge™ — a cloud-based printer supplies sales platform—would deliver a huge advantage to solution providers looking for a way to potentially add customers to the ranks of their broader managed print service offerings.

Why? Well, because Xerox eConcierge is a partner-branded tool that monitors the supplies consumption of a customer’s networked printer fleet and allows customers to order supplies right from the solution provider. The software shows customers exactly how much they are spending on toner and other printer consumables, and while it’s there to help customers not quite ready for full managed print, Xerox eConcierge can also help show customers that a full managed print service like PagePack 3.0 is preferable to an unmanaged fleet.

What’s great is your customers can just stay with Xerox eConcierge if they wish, without having to graduate into full-fleet managed print services using Xerox PagePack 3.0. Besides, with Xerox eConcierge alone, a solution provider like you can still bring in a cool extra $250,000 per year just managing supplies for 500 printers, according to Deb Koehler, Xerox’s director of Cloud Services for North American reseller sales.

That’s right, an extra quarter million a year, just replenishing printer consumables. And Xerox eConcierge supports networked office printers and multifunction systems manufactured by not just Xerox, but also HP, Lexmark and Samsung, with more to follow.

But to our delight, managed print service providers selling PagePack 3.0 services plan to still lead with a PagePack proposal, even with Xerox eConcierge in their arsenal. This, we think, is a sound plan of attack.

For example, Bill Loiacano, CEO of SPI Innovations, a Freeland, Mich., managed print services provider told us: “We will probably continue to lead with PagePack and if we’re not getting any traction with a new customer, we will propose Xerox eConcierge to get into the account.”

Loiacano says Xerox eConcierge can serve as an alternative for customers who are not immediately interested in a long-term commitment to managed print. And those same customers might be willing to pull the trigger on managed print at some point in the future.

“I like it,” says Loiacano of Xerox eConcierge, adding that he has shared Xerox eConcierge information with his salespeople, who will take it back to customers who have not been interested in signing up for PagePack.

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Overall, In Loiacano’s view, Xerox eConcierge is a key tool suited to small and midsize businesses that are not ready for a full-blown managed print service. If it shoehorns managed print holdouts into broader PagePack offerings, then all the better.

On the other hand, Mike Trevisan, president of Atlantic Office and Laser Products Inc., a Beltsville, Md., Xerox Peak Partner and provider of print management solutions, thinks Xerox eConcierge is a good complement to the company’s managed print service.

“There are certain situations where managed print is just not a viable option, and those are primarily the clients we would target for eConcierge,” Trevisan says.

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Another potential market, Trevisan says, is clients that are under a managed print contract but have some devices—for example older printers—that are not part of the managed fleet. One Atlantic Office customer has about 22 Xerox devices on PagePack and also has about six older printers that are not managed.

“They could order supplies separately with Xerox eConcierge,” Trevisan says. “The way it works it will only pick up eligible devices and any monitored devices that are on a managed print program will not be found.”

Trevisan, who was involved in the Xerox eConcierge pilot program, says Xerox eConcierge is “most definitely” another selling opportunity for his company. During the pilot, “we were targeting primarily nonmanaged print customers,” he says. “We did a couple of e-mail blasts [about the program] to 400 clients. We followed up with personal calls and had 18 people sign up for the program. We will still get a recurrent revenue stream as people continue to order supplies.”

Find out more about Xerox eConcierge here at the Business Transformation Center

Full fleet management of third-party printers, single cost-per-page printing in color or B&W, faster and more accurate quotes, and a proven managed print formula that makes you money.

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