Case Study

Maximizing Printer Fleet Uptime with ARO Print Management Services

When a printer manufacturer was experiencing significant challenges managing the printer fleet for a leading financial document management company, the manufacturer partnered with ARO to help improve uptime and satisfy client expectations.

Client Snapshot

Large financial services provider

Printer fleet with a large user count

Stringent security standards

Managed print services previously provided by original equipment manufacturer (OEM)

The Challenge

Dissatisfaction with Service Quality & Device Downtime

At sites complicated by strict security policies aligned with the industry, the client was unhappy with frequent equipment issues and wait times for helpdesk support and service. Some of the top problems included:

Slow Response Time

Lengthy delays in addressing device malfunctions were prolonging downtime across the company.

Lack of On-Site Expertise

The absence of dedicated on-site technical support hindered efficient problem resolution.

Lack of Educated Users

Ongoing device issues that users didn’t know how to handle were requiring frequent service calls.

Poor Communication

Lack of dialog between the equipment manufacturer and the client resulted in delayed issue resolution.

The ARO Approach

Increasing Service Urgency and User Empowerment

ARO’s management team performed an in-depth analysis of the site and fleet. We quickly found several areas for immediate improvements focusing on helpdesk issue response and user education.

Key Solutions

Priority Response – ARO implemented proactive device monitoring and maintenance across the client facility.

On-Site Expertise – We provided skilled resources, including:

Experienced ARO technicians delivering backup support—minimizing downtime and ensuring work continuity.
A first responder team that stays equipped with state-of-the-industry knowledge and skills to respond quickly, accurately, and effectively.

User Self-Sufficiency Education – User training empowers quick resolution of common issues—clearing jams, on-screen errors, etc.—reducing downtime and reliance on service calls.

Enhanced Communication & Reporting – ARO established a single point of contact for the client. We also implemented AROworks for monitoring key performance indicators. These changes helped streamline communication and ensure timely updates on:

Device performance
Service calls
High-priority machines and departments

Results

A Lasting Partnership Built on Satisfaction and Trust

The client and the manufacturer have now relied on the on-site support expertise of ARO for more than a decade.

99% Uptime

ARO’s service improvements continue to enable equipment performance that satisfies the end users across client locations.

Accelerated Response

Proper education of users has reduced downtime spent waiting for technicians to arrive. The client has confirmed complete satisfaction with faster response times.

Greater Insight

Automated KPI tracking through AROworks has increased visibility and accountability for uptime and service performance.