Managed print services (MPS) providers are failing to meet customer expectations warns Quocirca in its latest MPS report.
Reduced print costs remain a primary reason to adopt a managed print service (MPS), just as they always have been. However, according to the Quocirca Managed Print Services Landscape 2016 report, organisations today want more than just cost savings from their MPS, and the failure of providers to meet these expectations is leading to unusually low satisfaction levels.
Quocirca’s vendor analysis of the global enterprise MPS market reveals that for 65% of organisations cost savings generated by their MPS are in line with expectations. Yet, only 43% of respondents say they are happy with their existing MPS provider.
This, says Quocirca, suggests that MPS providers are falling short of expectations in areas such as information management, flexible contract terms and innovation.
Overall, 30% of organisations surveyed say they plan to switch MPS provider at renewal. Significantly, this group exhibits the lowest satisfaction rates for service delivery, flexible contract terms and analytics to improve operational performance.
MPS providers are also failing to satisfy organisations’ appetite for digitisation and business process efficiency. Four out of 10 organisations (80%) view MPS as an important driver for digital transformation, yet just 27% state that they are ‘very satisfied’ with their MPS providers’ implementation of a clear information management strategy incorporating paper and digital processes.
Quocirca Associate Director Louella Fernandes said: “Although most MPS providers have access to an extensive workflow solutions portfolio, process automation demands a new breed of provider that can address the complex needs of larger organisations. Here, MPS is encroaching on the traditional business process outsourcing (BPO) space and success may ultimately rely on better collaboration with specialist providers.”
The Quocirca Managed Print Services Landscape 2016 report also reveals an increased focus on security, with 81% of those surveyed describing it as an ‘important’ or ‘very important’ driver, up from 75% in 2015. Almost two thirds (61%) of organisations reported at least one print-related data breach in the last year.
Quocirca has named Xerox as MPS market leader for the seventh consecutive year, citing the company’s “credible and strong portfolio of services for organisations of all sizes, enhanced by an expanded range of workflow automation solutions” as key advantages for enterprise customers.
Fernandes said: “Xerox has a strong reputation within the MPS market, underscored again by its seventh year leading the pack. Its consistent global delivery and sophisticated reporting and analytics platform enables Xerox to excel when working with large, complex organisations. By investing in automation solutions for vertical markets, Xerox is developing a strong portfolio of solutions that streamline workflows and help better integrate paper and digital workflows.”
The other MPS market-leading vendors are HP, Ricoh, Lexmark, Canon and, for the first time, Konica Minolta. The chasing pack of ‘strong performers’ includes Samsung, Kyocera, Sharp and Toshiba.