Company: Filice Brown Eassa & Mcleod
The Problem: Freeing up IT staff to focus on important infrastructure issues
Brown, Eassa & McLeod
LLP is a law firm managing complex cases for difficult issues
including toxic tort litigation, environmental law, and product
liability. They employ approximately 40 attorneys. Their
customers are firms like Bayer, Ford, Chevron, BART, Dow Chemicals,
and General Motors. The over 100 users are now supported by
an IT staff of 3 network administrators.
Arnold Bautista, IT Manager, arrived at the firm there was no
in-house printer support available. “We would spend too much time trying to diagnose a printer problem,” says Bautista, “then would ultimately end up outsourcing it.” There were one or two problematic printers, for which this would happen every week. “You would just cringe when you saw the complaint,” he
New on the job, after
an extended period of unsatisfactory IT support for the firm,
Bautista needed to re-establish credibility for a growing IT
department. “Printer issues can really tear down the confidence and the perception of professionalism in the IT department,” he
He felt that the priorities
were application upgrades, network infrastructure optimization,
and improving the document management system – not printers.
Solution: Printer Umbrella – free parts & labor,
guaranteed 4 hour on-site service!
Resources introduced Bautista to one of its most popular solutions:
the Printer Umbrella program. The program is a total printer
management program including free delivery of toner and free
on-site maintenance and repair services – all guaranteed in 4 hours. What
Bautista liked the most was that the program did not require
any long term commitment or fixed monthly costs like other printer
management programs he was considering.
“I thought there had to be some hidden costs …” he
says. But the firm pays only for toner that it uses. There is
no guesswork, no risk. All service is included.
The Results: Savings of $ 4,000 – 5,000
per year and more staff time for building dependable systems.
Almost two years after enrolling onto the Printer Umbrella program, Bautista is still very pleased with the service and quality of the supplies.
“When we switched to the Printer Umbrella brand of toner
none of the users even noticed,” he says, “Technicians
are always professional; always courteous, never get frustrated.
Regardless of what the issue is: replacement toner, paper jam,
maintenance kits, - they’re here in 4 hours.”
Has the program helped to accomplish what Arnold Bautista had wanted?
“It has been nothing but trouble- free since we started. We have peace of mind …no matter how broken, unfixable or weird the problem,” acknowledges Bautista, “Toner
costs actually come out to be less than projected and the savings
are about $4-$5,000 per year.”
The network infrastructure is now up to
speed, applications are upgraded and the new document management
system in place. The Printer
Umbrella program was also a big part of improving overall customer
service and satisfaction. Bautista and his associates are free to
focus next year on training, new applications, and disaster recovery