Benchmarking Metrics

You can’t manage what you can’t measure!
A basic few Key Performance Indicators can help you make better decisions in managing fleets of copiers, scanners and printers.

Fleet Utilization

Utilization delineation highlights fleets with too many or too few devices as well as an unbalanced load. Load balancing eliminates bottlenecks and evens the service lives. Larger printers tend to have a lower operating cost – overprinting to a smaller printer could be costly. Under-utilized printers are the reserve for peak periods of print and copy demand.

Response Time

Response time is measured from ticket initiation to showing up prepared to diagnose and repair. Most organizations are surprised to learn this metric.

First-Call Resolution

It doesn’t do much good just to show up. Just as important as response time is resolution. Having to come back with a part or escalating the service call to a more experienced technician for second opinions keeps customers down and unproductive.

Service Calls Prevented

In a true proactively-managed print service model, the quantity of worn or broken parts replaced due to remote early warning messaging or physical inspection during routine preventive maintenance can be measured. Any service calls prevented don’t burden the Help Desk and keep customers working at their highest and best purpose.

Service Call Volume to Fleet Size

This is an excellent overall metric to measure the change from a reactive service model to a proactive model. Reactive models run about twelve repairs each month for every 100 printers in the fleet. Proactive models reduce that by 50%.

How does your organization compare to industry peers? Our Industry Benchmark Research is a helpful tool for comparison.