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HP customer case study: Merck Sharp & Dohme Italia SpA deploys an HP Managed Print Services solution and lowers Total Cost of Ownership (TCO) by 40 per cent Industry: Pharmaceuticals

HP Managed Print Services deal yields 40 per cent cost saving at Merck Sharp & Dohme Italia SpA “By deploying the HP Managed Print Services solution, our print, copy and fax environment is more reliable, secure and efficient, and I estimate that the Total Cost of Ownership (TCO) will fall by 40 per cent.” Massimiliano Subiaco, Shared Business Services & IT, senior manager, Merck Sharp & Dohme Italia SpA

Objective: Merck Sharp & Dohme Italia SpA wanted to consolidate its ageing, unmanaged print, copy and fax fleet and introduce a Managed Print Service (MPS) solution to drive down costs.

Approach: • Conducted a survey to ascertain the cost-per-user of its multi-vendor fleet. • Decided to introduce Managed Print Services (MPS) throughout the company. • Approached HP and other suppliers to discuss its requirements. • Implemented an HP MPS solution at its two sites in Rome.

IT improvements: • Modern, reliable HP Multifunction Print (MFP) devices and printers have consolidated the print, copy and fax environment by 76 per cent. • Centralised management of the network devices’ condition, status and availability maximises uptime. • The company is using fewer toner cartridges and less paper meaning less environmental impact. • Confidential printing is available to users producing sensitive information. • HP Care Pack Services ensure next-business-day, on-site hardware support and a help desk deals with day-to-day print issues.

Business benefits: • The Total Cost of Ownership (TCO) has fallen by 40 per cent and the company controls imaging costs more effectively. • By employing HP to manage and support its end-to-end print infrastructure, workflows are more efficient and staff are more productive and businessfocused. • Proactive monitoring and next-business-day support maximises device availability further enhancing work efficiency. • Confidential printing ensures that sensitive information does not fall into unwanted hands, reducing operational risk. • The company satisfies the regulatory requirements of the pharmaceutical industry’s code of ethics.

Merck & Co Inc, a leading international research-based pharmaceutical company, discovers, develops, manufactures and markets a multitude of innovative drugs worldwide. Merck Sharp & Dohme Italia SpA (MSD-Italia), one of its largest European divisions, employs approximately 1,800 people and operates from three sites; two in Rome and one in Pavia. Unmanaged multi-vendor environment Over time, the print, copy and fax environment within MSD-Italia’s Rome-based offices evolved independently in an unplanned manner. Primarily consisting of personal printers, this multi-vendor infrastructure contained numerous models and each business unit managed its own equipment. The company therefore had little or no management control over the four million pages it prints every year and the excessive consumption of toner and ink cartridges. “Within our two sites in Rome, we used 220 devices and paid four vendors for service and maintenance,” explains Massimiliano Subiaco, Shared Business


Customer solution at a glance HP hardware • 9 x HP LaserJet P2015n printers • 4 x HP LaserJet M3035 MFP devices • 5 x HP LaserJet M4345xs MFP devices • 12 x HP LaserJet M5035 MFP devices • 7 x HP LaserJet M5035x MFP devices • 2 x HP Color LaserJet 4700dtn printers • 6 x HP Color LaserJet 5550dtn printers • 8 x HP Color LaserJet CM 4730f MFP devices • 1150 x HP LaserJet M1120 MFP (transactional)

Services & IT, senior manager at Merck Sharp & Dohme Italia SpA. “Moreover, the unmanaged machines often ran out of cartridges and toner plus paper use was increasing and we lacked a confidential or private printing facility. We needed to consolidate the entire fleet and move to a centrally managed network of devices. “We analysed the condition of the machines, print volumes and users’ printing habits. To identify our printing needs and increase end-user familiarisation with the project, we then pinpointed key users within each department.”

business-day, on-site hardware support and a help desk deals with day-to-day print issues. Major cost saving After a successful pilot trial, MSD-Italia deployed the solution across its two sites in Rome. This five-year MPS contract provides management and support for the company’s end-to-end print infrastructure. These buildings now have highly efficient imaging environments and the company forecasts cost savings of 40 per cent.

“We are particularly receptive to ‘green’ IT because we wanted to provide users with an environment that After conducting the survey, MSD-Italia concluded that encourages them to optimise their printing behaviour; the cost-per-user was unacceptably high and decided to they will only print what is essential,” comments introduce Managed Print Services (MPS) throughout its Subiaco. “We have achieved this with the help of organisation. This solution involved acquiring new features such as duplex printing, which uses paper centrally managed machines and integrating them with economically, and by using the HP multifunctional the organisation’s information system to ensure that they devices as work horses rather than machines that were fully compatible with the business’s processes. simply churn out paper.”

HP software • HP Web Jetadmin management HP services • HP Managed Print Services • HP Care Pack Services - Next Business Day Onsite HW support (5 years) MSD main support • Alessandro Pizzari

To ensure the success of the project and create awareness within the company, the IT department employed a ‘cascade’ communications system so that staff who previously controlled their print environment would not resist the move to shared machines. In addition, it held a series of workshops for every category of user. Consequently, staff immediately felt involved and could express their concerns especially those about entering codes to retrieve documents. The company approached HP and other suppliers to discuss its requirements. “The HP MPS pay-per-page solution offered the best cost savings and value-formoney,” continues Subiaco. “We decided to purchase appropriate HP hardware and, because of its technical expertise, asked HP to manage, maintain and support our new fleet.” Consolidation optimises print infrastructure The HP MPS solution involves consolidating the existing fleet by 76 per cent. Thirty-six HP LaserJet Multifunction Printers (MFPs) conduct printing, copying and faxing duties whilst 17 HP LaserJet and HP Color LaserJet units provide additional print capabilities. HP Web Jetadmin management software automatically monitors the condition, status and availability of devices connected to the company’s network. To enhance print security and reduce operational risk, users have individual Personal Identification Numbers (PIN), which they enter into a chosen device before printing their documents. HP Care Pack Services ensure next-

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Proactive monitoring ensures high device availability and HP Care Pack Services promptly resolves any maintenance issues. MSD-Italia also benefits from enhanced workflows and increased staff productivity whilst confidential printing exists to safeguard sensitive information. “We have clearly shown that the speed of the HP multifunctional devices, fleet consolidation and new printing rules offer a far superior service to that available previously,” adds Subiaco. Moving forward After introducing the HP MPS solution to its two Rome offices, MSD-Italia equipped its sales organisation with HP LaserJet MFP devices. They allow the company to satisfy the regulatory requirements of Farmindustria (the pharmaceutical industry’s association) code of ethics, which require a doctor’s signature to confirm a document’s validity. The integrated scanning, email and document management capabilities of the device allow the sales team to send signed documents rapidly to the office. “Overall, we have optimised network printing and made the service more efficient. We have consolidated the now obsolete personal and network printers, fax, copier and scanning fleets with efficient, accessible, high-performance machines. Compared to our previous multi-vendor environment, today, we use a single, centralised service that offers efficiency at reduced cost,” concludes Subiaco.


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