The Company: Woodruff-Sawyer,
Woodruff-Sawyer & Co
(WS) is an 81 year old insurance brokerage providing
insurance consultation, risk management and employee
benefits services to the business community. They are
one of the largest independent brokerages in the United
States and were ranked 55th among the 100 fastest growing
privately held Bay Area companies by the San Francisco
Business Times in 2002.
WS has an internal IT staff
of six that manages extensive database applications, desktops for
203 employees, 38 network printers and three remote offices in
California and Oregon. WS is known for its innovation. For example,
they provide an on-line Client Information Center to administer
policies and a Quick-Start program for growing companies to keep
them from being locked into programs they might out-grow.
The Problem: Reducing printing
costs with scarce support resources and aging printers
At the end of '02 the IT department was asked
to reduce costs. During the ensuing review the managers realized
that not only were their printers aging and needing either
to be replaced or overhauled but they also realized that
their printers were an ongoing drain on limited IT manpower.
To meet their goals they needed to find a way to extend the
life of the printers, reduce the printer support costs and
yet still be able to support their company's continuing growth.
The Solution: the Printer
Jim Davis, the network manager responsible for the printers
turned to Jeanette Anongos of Uptime Resources for help.
Jeannette suggested the Printer
Umbrella program. WS's current toner budget, she said, could be
used to cover the cost of toner as well as all* their repair and
maintenance costs and it would also make managing the printers
easier (reducing his soft costs). They wouldn't even have to worry
about stocking or replacing toners any more as the Printer Umbrella
included toner installation within four hours.
*All means all - all parts,
all labor, all on-site fees, all maintenance kits (yes, maintenance
kits are included). Service due to abuse or negligence is excluded.
The Results: Printing
costs have dropped
Have they really saved money? "Yes. The fact that the toner,
which we need anyway, now includes all of our parts and labor and
maintenance kits makes this an easy Yes. How could we lose?"
How has the Printer Umbrella worked in practice
for them? According to Jim, "Very well". He can now manage
and support his printers without leaving his desk using the HP
WebJet Administrator and his phone. Any problem he can't take care
of with HP's WebJet he can forward to Uptime with a call or an
email. Now whenever a printer is jammed, displays an error message
or indicates low toner now he no longer needs to ask the user to
wait until he has time or interrupt his other work. He simply notifies
us and we take care of it within hours. Life is simplified. Money
How is the service? "Uptime has been
extremely reliable. They have responded consistently within the
promised four hours, so my users actually get better service than
before. Honestly, it seems as if since we have been on this program
we have fewer problems than we used to."
How much have they saved? Before they joined
the Umbrella program they were paying over $ 7,000 a year for service
contracts alone for just 23 printers without the maintenance kits.
Now even with 38 printers covered, 15 more than last year, their
total cost of printing has dropped over 20% and their technical
staff can focus on other challenges. Life is simplified. Money