North American Truck & Trailer
Copiers & Printers
â€śMarcoâ€™s sales, service and management teams all care about customer service and doing what is right by the customer.â€ť - Jake Hofer, IT Director of North American Truck & Trailer
North American Truck &Â Trailer has 14 stores in fourÂ states. Its mission is toÂ provide its customers withÂ impeccable parts, sales andÂ service of the highest quality.Â The companyâ€™s commitmentÂ to quality, personal service,Â and value has earned it theÂ reputation as a leader in theÂ truck industry.
Trucking Company Benefits from Managed Print's Unified Service Structure
When Jake Hofer became the IT Director at North American Truck & TrailerÂ (NATT), he knew the company needed to make some changes, especiallyÂ in the area of printing.
â€śIt was in disarray from poor management on our end. We were purchasing tonerÂ for some devices, but not others. Same thing when it came to service. There was noÂ good rhyme or reason. We had multiple vendors and multiple printing pools thatÂ were costing much more than they should,â€ť said Hofer.
One of those vendors was Marco. Hoferâ€™s Marco Sales Manager initiated aÂ meeting to discuss a more efficient way to manage printing throughout all ofÂ NATTâ€™s 14 stores, which were spread throughout four states. At their meeting,Â Hofer outlined his corporate goals: to do more with less time and resources.
â€śIt took a lot of spunk on [my Marco Sales Managerâ€™s] part,â€ť Hofer said. â€śMarcoÂ was able to work with us to make the appropriate changes and make theÂ relationship soar. With Marco, I have a real strategic partner to accomplish ourÂ goals within the foundation of Marcoâ€™s footprint.â€ť
By implementing Marcoâ€™s Managed Print in all of its stores, Hofer has experiencedÂ a number of benefits. The first was a significant cost savings using a singleÂ printing contract for the entire organization.
â€śBefore, we had two separate printing pools. We were paying for overageÂ charges for pages that were used on one printer and, right next to it, weâ€™d haveÂ a device on a separate pool, where we were throwing away pages on a monthlyÂ basis. Now we have one larger, consolidated pool that allows for cost saving on aÂ recurring basis,â€ť explained Hofer.
Besides saving money, Hofer said consolidating several billing accounts alsoÂ saves him and his staff the time of processing multiple invoices.
Another benefit Hofer appreciates is a unified service structure. BeforeÂ implementing Marcoâ€™s Managed Print, he said servicing his equipment variedÂ from location to location, with no consistency to the process.
â€śBecause weâ€™re spread across four states, finding a partner who could service allÂ of my locations wasnâ€™t the easiest job. With Marco, we have a unified number toÂ call with a serial number thatâ€™s right on our asset identification and weâ€™re goingÂ to get the same service regardless. The same work flow, the same resolution,Â the same ETA. And I know that if my toner is getting low, Marco is automaticallyÂ being notified and that theyâ€™re automatically shipping a new toner cartridge toÂ my location directly to the predefined contact,â€ť he said.
Speaking of service, Hofer says his experience with Marco can be summed upÂ with one word: stellar. He believes the real test of service isnâ€™t when things areÂ going smoothly, but when issues arise.
â€śI donâ€™t judge a partnership exclusively on its success. I also have to judge it onÂ its failure and how the issues are handled. Because something is going to goÂ wrong. Nothing is going to be perfect. Marcoâ€™s sales, service and managementÂ teams all care about customer service and doing what is right by the customer,â€ťÂ said Hofer.
Hoferâ€™s so pleased with the strategic partnership heâ€™s created with Marco, heÂ recently expanded his page count by 5 times.
â€śMarco has proven through their continued community involvement and cultureÂ that theyâ€™re a great business partner. I have that unified footprint, that singleÂ point of contact, that single billing aspect as well as the relationship that Iâ€™veÂ formed with Marco. I know Iâ€™m taken care of at all my stores with the sameÂ service level expectations,â€ť he added.