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Service comes first with Print Logic

Wirral-based managed print and document management provider Print Logic, is targeting £5 million turnover in the next two years

Print Logic is a relatively ‘new’ player in the industry, it was established just over seven years ago and PrintIT Reseller played a part in getting it off the ground! At the time, founder Paul Edwards was working in the corporate sector, having racked up time with a Xerox concessionaire and at Konica Minolta. He read an article in this magazine about Sharp’s licensee programme, and decided to take a leap of faith and go it alone.

“At the time I was a little frustrated being part of a larger corporate machine and wanted to be able to focus on doing what I do best – being customer facing and delivering great service,” he explained. “The article really made me sit up and think – I can do this – so I set up camp in my old bedroom and that was the beginning of Print Logic.”

The programme was designed to help partners get up and running without having to invest in infrastructure and personnel. “Sharp handled all of the back-office stuff, delivery, installation, configuration and service. I didn’t need engineers or premises, I could simply focus on selling,” Edwards said.

The deal was for an initial three-year period. “After two years, we’d grown substantially – so much so that I was able to employ an engineer and bring service in-house,” he added.

Best possible service
The business was built on providing the best possible service to its customers, and in order to deliver on that promise, Print Logic’s customer base was initially within an hour’s travel of the Wirral. Today, it has a hub in Manchester and a base in Birmingham following an acquisition it completed three years ago.

Support, service and maintenance is standard for all MPS customers and Print Logic promises a four-hour response time on any errors or issues which may occur. It also always arranges a visit at a convenient time for customers.

There is also a dedicated team managing toner replenishment ensuring consumables are proactively dispatched to customers before they run out.

New premises
The company moved to new, significantly larger premises last year. “Our new place is on the North Cheshire Trading estate on the Wirral, just off the M53 and a short ten minute drive away from our former home in North Birkenhead,” Edwards said.

The relocation was an important move for the business. The location was specifically chosen to allow Print Logic to enhance its services in every area – the new premises provide significantly enhanced warehouse, service, sales and support facilities.

“The whole site has been transformed into a purpose-built headquarters, with workspaces including a brand new custom-built service and solutions area, product demonstration suit and purpose built digital solutions workspace with testing facilities, all specifically designed to enable us to deliver even better solutions to our customers.” Edwards explained.

Solutions-led offer
Initially established as a single-line Sharp reseller, Print Logic now also offers Xerox A4 printers and Lexmark as well as complementary software solutions to its customers.

Headcount now totals 30 and half of that workforce are employed in a service-related role. “Service is the most important part of what we do,” Edwards said, adding: “Many of the products and services we offer our customers today are solutions-led and that’s prompted me to look outside of the industry when recruiting. It’s important to attract and retain the right people and then I can train them in the Print Logic way.”

Every customer relationship begins with detailed discussions to confirm their requirements. A member of the solutions team works closely with customers to determine the optimum solution, Print Logic then creates a detailed specification and selects the best hardware and software combination for that customer.

“Solutions that help our customers work smarter whether that’s scanning solutions, document management or automating workflows, that’s what gets us excited,” he said.

“Where we are really strong is developing bespoke automatic processes, such as scanning certain types of documents and automatically archiving them in specified folders for example. We’ve got a whole suite of tools at our disposal and the partnerships we need to make sure we can provide bespoke solutions that integrate with the systems and solutions our customers already have. It’s our goal to help our customers save time and money by automating everyday office tasks,” he said.

Attention to detail is consistent. The installation team conducts a site survey prior to delivery, confirming a range of details including accessibility, IT infrastructure, machine location on the premises, systems to be integrated with the machine, user details and folder set-up. The objective is to provide a seamless installation that minimises any potential disruption and allows the customer to quickly benefit from their new equipment.

All machines are set-up and prepared to customers’ exact requirements, including things like software set up and user accounts, prior to installation. Once the machine is set-up and installed Print Logic also provides training on all aspects of the new device, and specifically how o operate it alongside legacy systems.

Channel partnerships
Another arm to the business is a service it offers to IT resellers. The company employs a channel partner manager who works with IT companies who utilise Print Logic to fulfil all of their customers’ print-related support and service requirements.

Working with the IT channel is a natural fit for the business as Edwards explains: “Our team comprises network specialists and developers, they talk the same language as IT providers and they are experts in print. What we do is take away the headache of managing print, leaving them to focus on IT.”

Edwards points out that Print Logic doesn’t offer dedicated IT solutions. “IT providers who partner with us to provide printer and photocopier solutions can protect their customer base. We don’t offer IT services, we simply take care of the printers whilst they look after the IT.”

Print Logic provides a complete managed print service, and looks after all of the support and maintenance issues relating to IT partners’ customers’ printing fleet. This enables their teams to focus on delivering pure IT solutions.

“We work with a lot of smaller IT companies who don’t have the in-house resource to manage non-core IT services. We offer a referral programme and that’s been very successful. Whilst IT firms do compete, we find they often share best practice and recommend us for the professional way we take the hassle out of managing print,” Edwards said.

Companies who partner with Print Logic benefit from time savings and financial reward. The company also provides access to marketing materials making it easy to promote new services to their customers and a dedicated account manager. “It’s our aim to help as much as possible, and we’re happy to provide as much information, support and collateral as is needed,” he added.

“Our growth has been consistent and strong,” Edwards explained, adding: “We have grown between 20 and 100 per cent each year since we started. We’re looking to achieve £5 million turnover within the next two years – that’s the next big milestone we’re targeting,” he concluded.

www.print-logic.com

Charity support

Print Logic named Wirral Society of the Blind and Partially Sighted as its Charity of the Year for 2019.

Based in Ashville Lodge, Wirral, the charity provides help, support and advice to everyone with a visual impairment. As a small independent charity, it relies heavily on the support of local businesses and the local community, to help it deliver much needed help and support to visually impaired people across Wirral.

Print Logic has pledged to commit to a number of fundraising activities, one of was a sponsored skydive.

Five staff joined by Sue Hadley, who is totally blind herself jumped out of a plane from a height of 15,000 feet, raising a grand total of £2,000 to date.

Senior Service Engineer, Chris Barlow, jumping
on his skydive for Wirral Society of the Blind

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