Computer Service and Support Magazine, Nov/Dec 2001

It's Time for Printer Performance

Time is of the essence. And when it comes to fast-paced, technology based businesses, time and momentum are crucial to productivity and success. With the variety of high tech applications found in today's dynamic office environment, it is vital that the system in place remain functional for optimal revenues. 

When it comes to mission critical printing applications, it goes without saying that you must be able to depend on your printing system. Dynamic businesses everywhere rely on the ability to print bills of lading, invoices, bar codes, or multipart forms around the clock to maintain maximum productivity. Airborne Express, Inc. is the perfect example of a fast paced logistics centered business that understands the true meaning of mission critical printing.

For more than a half-century, Airborne Express has met the shipping and logistics needs of business customers around the world. Their mission is to provide businesses customized distribution solutions at a lower cost than the competition. Airborne's distribution solutions include Same Day, 10:30, Overnight Express, Next Afternoon, Second Day, Ground Delivery, airborne@home business-to-consumer service, logistics management; plus a range of international services, including International Express and Freight, ocean transport, and customs clearance. Mission critical delivery is the essence of their business. Printer down time is simply unacceptable to Airborne and its customers. 

In any delivery system, the process is only as strong as its weakest link. Due to the heavy workload that Airborne placed on their printers, keeping them up and running had been a challenge in the past. After years of searching for a printer service provider that could keep up with the fast paced demands of its customers, Airborne partnered with Logical Maintenance Solutions (LMS), for their printer service solution. 

LMS' unique history in logistics and JIT parts support provided the key infrastructure to facilitate the rigorous service demands required by Airborne and its customers. LMS accomplished this by creating a pseudo-virtual service model utilizing proprietary call management software in support of a pro-active call management process (PACMAN support of the goal of next day fix. This process and procedural based program leaves nothing to chance as technicians are dispatched nation wide by proximity to the service location with specific consideration relative to the technical expertise of the thousands of LMS certified technicians across the country. These technicians are monitored and managed from a central location by a competent and professional staff of call managers. These call managers track the progress of each individual call from call initiation to call completion. Airborne is updated twice a day of each call transaction resulting in a 94 percent next day Service Level Agreement rating. This remarkable level of SLA attainment is much to the satisfaction of the IT and operational staff at Airborne. 

For the fourth consecutive year, Airborne Express has won the prestigious Brand Keys Customer Loyalty Award for superior performance in the parcel delivery category. The awards, determined by independent studies conducted twice each year, honor companies most successful in building a loyal customer base. "We're honored to win this award again," said Richard Corrado, Vice President of Marketing for Airborne Express. "Our people understand that success is all about listening closely to our customers, then exceeding their expectations and implementing creative, cost effective solutions." 

It is clear that one of the most vital solutions that Airborne has implemented, is their printer service partnership found in Logical Maintenance Solutions. They have found that their customized service agreement with LMS assures minimal down time and maximum productivity for their installed base of Genicom printers. Printing failure for a company such as Airborne would be disastrous and would prevent them from achieving the level of recognition that they have earned. LMS has effectively kept the mission critical print capacity flowing throughout the Airborne organization and beyond. 

It is LMS' mission to provide innovative, practical, high quality service that saves time and improves the way printer service is provided. If the requirement is local, regional or national in scope, LMS has the ability to provide a wide range of services including contract, time and materials, as well as depot level service. Because of LMS' vast technical workforce, LMS performs next day fix for the non-contract customer as well. The service industry standard response time for time and materials service is on average 3 days because most service companies focus on their core contract business. With the implementation of the next day fix program, service companies are using the talents of LMS Nationwide to cover their contracted customer equipment with a next business day Service Level Agreement. Even when no contract is involved, LMS still achieves a 90% next day fix rate.

When researching an effective service organization to insure that your mission critical printing needs remain intact, consider the following:

Take an honest look at your capacity and your level of need for service. 
Look closely at the service provider's industry history and active customer base.
Outline the various programs that a service organization offers, including options and costs.
Remember that the "people" aspect of implementing a service contract is often more important than the technology itself.

Remember a competent service organization should allow you to manage your printing not just your printers.

Press Release 
August, 2001-

REDUCED DOWN TIME, PROVEN RELIABLITY, AND COMPETITIVELY PRICED CUSTOM MAINTENANCE PACKAGES ARE NOW A REALITY WITH THE UTILIZATION OF NEW PROACTIVE CALL MANAGEMENT SYSTEM DEVELOPED BY LMS

  Santa Ana, California –  In today’s business environment it is critical as ever to minimize down time of  existing computer equipment and reduce maintenance costs. That is why

Logical Maintenance Solutions is proud to announce the utilization of their new PACMAN (Pro-Active Call Management) service system, that allows for the most efficient printer maintenance program in the market today.
  
Logical Maintenance Solutions is committed to delivering the highest quality of service solution packages.  LMS can provide on-site and depot level printer repair offering quick response, while significantly reducing down times. “We know how crucial continued productivity is to a successful operation.” States Jon Schmidt, Vice President of LMS. “Our call management system is specifically designed to keep our customers day to day operations running smoothly.”
  
The state of the art call system provides cost effectiveness for Logical Maintenance Solutions, which allows them to offer their customers a variety of competitively priced customer maintenance packages. “Our company mission”, states Schmidt, “is to provide innovative, quality service solutions that will significantly reduce down time for our customers, and improve the way service is performed in the industry You can contact the service professionals at Logical Maintenance Solutions at 800-240-8721.

Press Release 
August, 2001-

ANNOUNCING NEW ONE STOP, HIGH TECH, MULTI-MANUFACTURER COMPUTER SERVICE COMPANY – OFFERING CUSTOM MAINTENACE PACKAGES TO SUITE YOUR NEEDS!

Santa Ana, California – Logical Maintenance Solutions was founded to provide high quality, quick response, field and depot level service to the industrial end user customer in the computer printer industry. Founded in 2000 as the answer to the increasing demand for an efficient service solution, LMS is now servicing more than 10,000 printers throughout North America.

  “We believe our first responsibility is to the end user customer”, states LMS President Craig Youngblood. Craig has been in the industry for 15 years and is passionate about the new service model that will improve the way service is performed today. “We have developed and implemented this new program that utilizes our proactive call management system, and is backed by our state of the art software. The result is absolutely the most efficient service solution available today, and we are proud to say that the program is working beautifully!”
  
The corporate head quarter is located in Santa Ana, California, and exceeds 27,000 square feet. LMS stocks more than $3 Million of Tally, Genicom, Dataproducts, Anzac, Printronix, and most other manufacturers new and refurbished parts. This expansive inventory offers customers the opportunity for extremely quick turn around, keeping their down time to a minimum.
  
LMS provides fast response and fix times by providing a high level of technical and logistical expertise, in conjunction with their proactive customer communications system.
  
Logical Maintenance Solutions offers a variety professional services including: