A Dual Perspective: Driving Efficiencies with Print Fleet Management and Remote Service Tools

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Keypoint Intelligence’s latest Multi-Client Study examines the use of print fleet management, remote monitoring, and remote service tools, providing insights into the needs and behaviors of two key groups: IT product purchase decision-makers and office equipment/IT dealers/resellers in the US and Western Europe. In comparing these perspectives, the study highlights the shared priorities, challenges, and opportunities within the print ecosystem, creating a cohesive picture of how these tools are shaping operations and customer experiences.

IT Purchase Decision-Makers: High Satisfaction with a Demand for Innovation

IT departments have embraced print fleet management tools as indispensable for managing devices. With 97% of respondents reporting satisfaction with their current solutions, these tools are clearly delivering on core operational needs such as:

• Automation and Efficiency: Key features like device discovery and monitoring, automated meter reporting, and error alerts save time, improve productivity, and reduce downtime.
• Security at Scale: Endpoint security is a top concern for IT managers as they rely on robust security features to protect device-resident information and mitigate cyberthreats.
• Remote Troubleshooting: Because of hybrid work, the importance of remotely managing home-based devices has increased. IT teams across organizations are prioritizing tools that offer seamless troubleshooting to reduce downtime and avoid costly on-site visits.

Despite their satisfaction, IT leaders are calling for further innovation in key areas, including predictive maintenance and advanced customization options to tailor tools to their unique workflows. These enhancements will further align these tools with the complex demands of modern IT environments.

Dealers and Resellers: Opportunities to Expand Services

On the dealer and reseller side, the Multi-Client Study shows strong adoption and reliance on a mix of remote monitoring and management (RMM) tools as well as remote service tools. In fact, 99% of respondents reported using several tools to manage customer print fleets, often combining OEM and third-party solutions to achieve greater device compatibility and functionality. Challenges persist, though:

• Integration Gaps: Dealers highlighted the need for better integration with customer relationship management (CRM) platforms and dispatch systems to streamline workflows and enhance customer service.
• Customization Shortfalls: Many remote service tools lack the flexibility to meet diverse client needs and device issues, underscoring the opportunity for vendors to offer more tailored solutions.
• Client Expectations: End customers increasingly demand faster service, reduced downtime, and proactive issue resolution. To address this, dealers are exploring features like augmented reality (AR) for remote troubleshooting and they desire video-based support to meet these expectations.

Shared Priorities and Future Directions

The study reveals several shared priorities between IT decision-makers and dealers/resellers, pointing to areas where vendors can deliver the most impact:

• Security and Compliance: Across the board, securing devices and data is a top concern. Advanced features, such as multi-factor authentication and encryption, are critical for gaining user trust.
• Seamless Integration: Both groups value solutions that integrate effortlessly with existing systems, such as CRMs and cloud platforms.
• Remote Capabilities: From device discovery to troubleshooting, remote functionality represents a cornerstone of modern fleet management, enabling efficient support in hybrid work settings.

Keypoint Intelligence Opinion

Our Multi-Client Study accentuates the pivotal role of print fleet management and remote service tools in both IT and dealer workflows. While satisfaction and adoption rates are high, the demand for innovation is clear. Vendors that prioritize security, customization, and integration while addressing gaps in remote diagnostics and predictive maintenance will be well-positioned to lead the market. Aligning these tools with the evolving needs of IT users and resellers will be key to driving greater efficiency, enhanced customer satisfaction, and a more resilient ecosystem.

For complete results of this Multi-Client Study, contact us by clicking here.

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