ESW - IT Business Advisors
“Your suggestions are paid attention to. Whereas some larger software companies, you can give them feedback, and you’re seemingly unimportant. The nice thing about Shawn is that he listens and understands the business challenges. He then takes and interprets the challenges and translates that to the programmers that are involved.”
-James Balisky, Director of Managed Print
ESW was founded in 1998 and has grown to include five locations across Western Canada. They are an IT consulting company that provides their clients with full service IT, field support services, managed print services, and project management. Businesses throughout Canada rely on ESW IT Business Advisors to make their technology easier to navigate and as efficient as possible in the workplace. Their teams have won multiple awards for achieving results that have surpassed expectations by many businesses, both small and large.
Today, ESW utilizes EKM with Predictive Insight for its managed print services. Predictive InSight allows ESW to optimize solutions for printing equipment, software, and billing. As the first North American customer to use Predictive Insight, ESW has seen EKM expand and develop over the many years of its partnership.
Choosing EKM With Predictive InSight
Before discovering EKM with Predictive InSight, ESW used a manual process for its managed print services. “It was all very disappointing, to say the least. We had no visibility into devices for troubleshooting, and there was no technology for counting our clients’ pages.” With a focus on HP equipment, ESW knew that it had to find a more developed data collection agent (DCA). “We choose EKM very purposely because they just seemed to be more responsive, and they were further along with the HP smart device services (SDS) path.”
After switching their DCA to EKM with Predictive InSight, ESW moved from a very manual process for smaller clients to a much more automated one. “What took two to three days to complete billing, we could get done in a day or less. We are also able to provide benefits for our smaller clients that we weren’t able to before. We can now troubleshoot the devices, connect in and make changes via remote remediation.” As a result, ESW was finally able to take full advantage of its HP equipment and SDS, significantly improving service for their clients.
Happy Clients for Good Business
ESW quickly noticed that their new DCA was creating positive ripples in their client base. “When you move from manual processes, you surprise your clients because they weren’t aware of how well things could work.” For example, the clients’ toner was now showing up ahead of time, without needing to call for it, and no longer filling up their closets. “It’s improved their experience, and it’s improved our efficiency with toner management and troubleshooting.”
Remote troubleshooting technology has changed the way businesses operate on multiple fronts. The benefits of SDS are experienced by service providers and clients alike. “If the client calls in, oftentimes we can resolve the issue remotely because we can connect to the device. Instead of waiting a couple of hours, we can give them a resolution in less than half an hour.” By reducing dependency on sending out technicians, ESW is also saving on expenditure. After cutting costs and creating a better experience for their clients, ESW was convinced that EKM with Predictive InSight was the DCA for them.
Communication is vital to success in the business world. Compared to ESW’s previous DCA, EKM with Predictive InSight was receptive to feedback. “EKM is very responsive. When we notice something, Shawn and his team listen to our feedback and incorporate improvements for our work efficiency.” As a result, the dialogue between companies effectively improved the quality of service for both of them.
It was also apparent to ESW that EKM was personally invested. “Your suggestions are paid attention to. Whereas some larger software companies, you can give them feedback, and you’re seemingly unimportant. The nice thing about Shawn is that he listens and understands the business challenges. He then takes and interprets the challenges and translates that to the programmers that are involved.” For ESW, this level of interaction was a dream come true. Their challenges are continually outlined and presented with solutions. “When Shawn responds to my feedback by saying, ‘Oh yeah, I see why you’d be asking for this,’ I know that this partnership was a great move for my business.”