Overview:
A national security integration partner and their end user, a large Metro Police Department, produce over 100,000 city permits per year, within a high volume, high-pressure environment. The police department already had over a decade of experience using multiple retransfer printers from the ID card industry and was looking for a solution that could meet their demanding environment.
With our consultative approach, they worked with our team at ADVANTIDGE to upgrade to the latest generation of HID FARGO HDP6600 printers for its high quality, high-speed printing capabilities. With it came a card printer support plan to prevent unnecessary downtime.
Challenge:
The security integrator, however, had recently lost this account to a competitor. To win the account back, they needed to differentiate themselves with a superior service offering.
The security integrator engaged ADVANTIDGE to take a deeper dive into the end user’s pain points to determine the best solution suited for them. Slow response times on technical support inquiries, multiple delays, and unexpected high costs with printer repairs, were all reported as challenges. Oftentimes requests would be forwarded to the manufacturer regardless of warranty or non-warranty status, causing more confusion, delay, and inconvenience for the end user. The end-user was using the HDP8500, which had replaced the previous fleet of HDP5000 printers five years prior.
Unfortunately, the Industrial Series HDP8500 printers were bulky, heavy, and expensive to ship out for repair, making it difficult for the security integrator to prioritize the needs of their end user. Additionally, the reseller’s tech team could not coordinate with the manufacturer which proved to be a huge cog in their ability to deliver services and product repairs to their client.
Solution:
It was clear from the beginning that the end user’s ecosystem could not afford downtime. By implementing an ADVANTIDGE Gold Support Plan (GSP), the department was able to instantly enjoy access to a training session to get the solution properly installed and configured.
The GSP was also able to provide the department direct access to the ADVANTIDGE tech team for unlimited access to manufacturer resources such as continued troubleshooting and Fargo printers support. Users would also enjoy same-day service and top priority access from the GSP. Over several months, the end user ran into multiple scenarios that required troubleshooting, including one unit getting sent back to the factory for warranty repair.
The ADVANTIDGE tech team coordinated all the logistics, including pre-printed shipping labels and timely updates of repair status. The reseller technicians were included in case of update communications so they could directly report to their end-user on all matters, and confirm units were returned and functioning to their client’s satisfaction. With its industry-leading print speed, image quality, and revolutionary instant on (iON) technology, the end-user was blown away by how quickly and efficiently the HDP6600 with dual lamination performed. Between improved technical response times, increased communication, smooth logistic coordination with manufacturers, and custom support plans, ADVANTIDGE helped our reseller win their end-user back.
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