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FMG Support now has an infrastructure that achieves all of their original requirements delivered and managed through a partnership agreement with DEX. About FMG

The Challenge

FMG Support is the UK’s largest independent incident management and roadside assistance provider. Based in Huddersfield, West Yorkshire, FMG Support employs over 400 industry specialists in range of disciplines. Its key service areas are Fleet Incident Management and Roadside Repair and Recovery Management. With a UK-wide network of supply partners, and blue chip clients such as Lex Autolease and major logistics providers like DHL and Royal Mail, and public sector organisations such as the Highways Agency.

FMG Support commenced a full and thorough review of all photocopiers, printers’ consumables working practices and environmental consequences, covering their two key sites in Huddersfield. This extensive project was led by three key senior personnel with responsibilities within IT, Finance Procurement & Environment.

FMG Support prides itself on placing customer needs and satisfaction at the heart of its proposition, and for over 25 years has been applying its knowledge, expertise and business acumen to help its customers identify opportunities, overcome problems and maximise their profitability.

• Under-resourced departments, with printer faults causing delays

FMG Support firmly believe that it’s people make the difference and when customers call their dedicated service centre, they will always speak to a real person, not an automated service. FMG Support’s proactive approach to resolving issues quickly and cost effectively, make it easier for its customers to manage their resources and get on with the important task of running their business, whilst at the same time, boosting their bottom-line performance and their revenues.

FMG Support’s motivations were documented as follows: • Print devices approaching end of life and becoming increasingly unreliable. • Some devices approaching the end of their lease contracts.

A current need to stock 13 lines of consumables for the different printers and maintain 5 recycling processes for the disposal of those spent consumables.

A considerable volume of unclaimed / misprinted documents left on printers and the overall complexity of the current situation for both users and IT administrators.

• No visibility and reporting of individual print habits and the inability to accurately apportion use costs between cost centres.

Continued >

The Requirements

The Approach

• Voice of the Customer-end-user surveys and interviews

To replace the existing print products with a modern and reliable fleet of devices of significantly reduced complexity

Following on from two separate full assessments, which captured all aspects of currents procedures, volumes, working practises, hard and soft costs. Document Express were able to set about planning a best fit solution, designed to capture all of FMG Support’s requirements.

This analysis was then collated in to a client report, checked and then scope agreed for the ‘Design Phase’.

To reduce our environmental impact through reduced paper waste, streamlined recycling and just in time consumable ordering. To increase the flexibility of our service to internal customers through ‘print anywhere’ and unified driver technologies

To strengthen and improve management reporting and control print costs.

Once more Document successfully employed the following approach to ensure that all requirements were met: • Voice of the Environment - print volumes, device mapping, costs

The Solution A fleet of Xerox WorkCentre Colour 7435 Office MFP’s and Xerox Phaser 8560 Colour Solid Ink desktop printers with a Y-Soft ‘Cost Accounting’ solution. The overall new infrastructure is also supported and underpinned by the DEX Managed Print Service provision.

• Voice of the Process - understand key document related processes

To establish a three-year asset replacement cycle for print devices.

We are committed to increasing efficiencies within our organisation, and were impressed with the way DEX thoroughly reviewed our printing processes and then proposed intelligent solutions. The Xerox print technology and the DEX Managed Print Service have streamlined and simplified our printing function and reduced our environmental impact.DEX, like FMG Support, are defined by commendable business values that put the customer at the heart of all that they do.

FMG Support now has an infrastructure that achieves all of their original requirements, delivered and managed through a partnership agreement with DEX. •

The new fleet delivers consistency across all offices with user friendly intuitive interfaces and drivers, reducing the complexity of different devices under the old mixed agreements.

• The design of each office ensures flexibility for future growth; a key business driver for FMG Support. •

The Y-Soft ‘Cost Accounting’ software with its pull print technology delivers the print anywhere flexibility as specified as a key requirement. Other benefits to FMG Support include a planned reduction in print wastage of up to 40% through the print cancellation rule as specified in the print policy.

John Parker – IT Manager

The DEX Managed Print Service underpins the whole solution with its unique approach to pro-active monitoring of devices that include automatic meter reading, automatic ordering of toners and automatic service requests as required. This has increased the internal service provision to all of the FMG Support users and has allowed the IT resource to focus on other key projects.

The MPS management provision in conjunction with the reporting tools as part of the Y-Soft solution delivers in-depth reports at a granular user level based on usage, spend, service up time, device capacity and wastage savings. This is then discussed and recommendations made through the regular strategy FMG Support and DEX reviews that ensure all KPI’s are met and future savings are identified and implemented.

Assess - Design - Implement - Manage

Dex - FMG Support Case Study  

FMG Support now has an infrastructure that achieves all of their original requirements delivered and managed through a partnership agreement...