Netopia, Inc. now 20 years old, was born of the convergence of
emerging router/gateway technologies with the ever growing demand
for global connectivity. It develops and markets a portfolio
of broadband equipment and services designed for the small and
medium enterprises, office/home professionals and multi-PC households.
The ever evolving technology enables carrier and service provider
partners to deliver bundled, value-added services at reduced
costs to generate profitable revenue streams, and acquire or
retain subscribers in fast growing markets.
Netopia has over
300 employees and is present in five countries on three continents.
Posted revenues for 2004 were in excess of $ 76 million. From
the company’s headquarters
in Emeryville, the Information Technology Department staff of seven
(7) administer approximately 50 printers in three (3) Bay Area
The Problem: Reducing Printer Costs
without burdening staff
As you can imagine the IT staff at Netopia is highly trained and
works in a very fast paced environment. Like most skilled network
administrators, the Netopia staff is not really trained in printer
support. With limited resources, their time is best devoted to
supporting the demanding, cutting edge work force of this high
tech company. So printer support was outsourced. But that was expensive.
Netopia was dependant on two separate contracts:
one for laser printer consumables and another for printer maintenance.
It was costly. It was time consuming. It was slow.
Printer Umbrella– free
parts & labor!
Mike Leonardich is Netopia’s Director of Information Technology.
He was working with Doug Mount of Uptime Resources to develop a
solution. Mount offered to combine both consumables and service
into one printer management program – the new Printer Umbrella
program. This program focuses on immediate service response and
the elimination of support costs. Now Netopia pays only for the
toner that it consumes. Delivery and installation of toner cartridges
The program features
guaranteed four (4) hour onsite response and free maintenance & repair service,
including all parts and labor No contract is required. All products
and services are backed by an unconditional “no questions,
no quibbling” 100% money back guarantee. So there is no risk.
“I was shocked. I doubted it could
work”, said Leonardich, ”If it did, I thought that
it would not last because it would not make money”.
Dramatically reducing costs & freeing up IT staff resources
How has the program actually worked for Netopia? The program
has been in effect for 15 months now. Netopia enjoys a dedicated
account manager who knows exactly what they need and team of
printer technicians, all certified for Netopia’s printer fleet. Netopia receives “just-in-time” delivery
of consumables and immediate support services – all from
one single vendor, Uptime Resources. This is easier to manage for
The IT department is now able to focus on
more important challenges than daily printer issues.
How much money did they save? The total cost
is less now than they were already paying for just their consumables.
All maintenance and repair costs were eliminated.
“We no longer pay huge sums for maintenance”,
claims Mike Leonardich, “We are saving five figures every
year with the program. We also save time”.
How is the service? “They are extremely
timely, extremely fast to respond when a problem occurs. And they
fix the problem extremely fast too”.
No longer doubtful, Mike continues to recommend
the Printer Umbrella program. Good, reliable service. Huge budget
More resources for the IT department.
No long term obligation.