MPS Automation: How to Turn Technical Service Into Control, Data, and Profitability

In the copier and multifunction rental industry, everyone knows this story: the customer calls desperately because their device is down, the service manager rushes to find a technician, finance asks if the customer is up-to-date on payments, the technician requests a part that’s not in stock… and meanwhile, nobody has clarity on who approved what, when the case will be handled, or who is supposed to follow up.At first glance, it’s just “part of the job.” But in reality, it’s a constant leak of time and money.

Many dealers operate in a cycle where service is managed through calls, emails, WhatsApp messages, and scattered spreadsheets. And while it “works well enough,” it hides an uncomfortable truth: operational disorder is one of the highest costs in the business — and nobody is measuring it.

And it’s more serious than it seems: 70% of service issues are due to internal friction between service, credit, and administration, not equipment technology. That means the problem isn't the printer — it’s the process.

The Hidden Cost of Manual Management

A call attended without credit validation,

a part issued without tracking,

a ticket that never got closed,

a billable service that was never invoiced…

Individually these seem minor, but month after month they translate into real losses:

• Overworked technicians

• Parts delivered with no traceability

• Delinquent customers receiving service

• Contract margins shrinking without explanation

• Lack of strategic metrics to make decisions

Add to this a market reality: 70% of customers would switch providers after a poor digital or service experience. Today, it’s not enough to repair — you must repair well, fast, and with clear communication.

In a business where monthly contracts are fixed but operating costs move constantly, every process matters. Can a modern dealer grow without automating service workflows?

From Controlled Chaos to Predictable Service

Automating ticket workflows isn’t just “digitizing records” — it’s transforming the way operations breathe.

The market is already there: field service is migrating to mobile-first operations as the standard, not a bonus. Technicians and supervisors expect to update tickets, view history, and close calls from their phones.

With a workflow platform, technical service stops depending on memory, individual response speed, or good internal intentions, and becomes a clear and predictable process:

1. Customer submits request online (self-service)

2. System routes the case to the correct manager by failure type (service vs IT)

3. Finance checks for overdue invoices

4. Administration approves exceptions

5. Technician receives work order, updates in real time, records parts

6. System notifies logistics / Parts & Consumables

7. Customer receives closure notification and evaluates service

And most importantly: service, admin, credit, and management can monitor every step from the web portal or mobile app. Operation continues smoothly whether the team is in the office, shop, on the road, or at the client site.

This aligns with another clear trend: real-time data processing at the equipment level for instant decision-making. If the device or monitoring tool (like Princity / IoT) detects a condition, the workflow triggers instantly.

No mysteries. No gray areas.Just traceability, speed, and control.

Trends We Cannot Ignore

• MPS market growth: From $44.95B in 2024 to $48.95B in 2025 (8.9% CAGR). If the market grows, service cannot be the bottleneck.

  
  

• Field-service digitalization: +22% first-time fix rates thanks to mobile data and parts tracking.

  
  

• 79% of customers expect connected interactions: If they tell service something once, they don’t want to repeat it to credit.

  
  

• 87% of support teams say expectations increased: Speed is now part of the experience.

  
  

• Predictive/IoT: Strong push to predictive maintenance and IoT visibility — if the printer “talks,” the workflow should trigger.

  
  

• Technical talent gap: Veteran techs are retiring — documenting and automating is not “order,” it’s operational continuity.

  
  

• Clear ROI: Modernizing service can generate 300%+ ROI from faster resolution and lower operating cost.

  
  

The New Competitive Advantage: Data

Manual workflows create opinions: "That model is problematic", "That customer abuses the contract", "We seem to be consuming too many parts."

Automated workflows create data:

• Most frequent failure types

• Models/brands requiring most service

• Fastest-moving parts

• Response time by technician

• Billable vs contract-covered services

• Customers with most incidents

• Parts delivery time

• Customer satisfaction levels

This is more than “better tech support", This is operational intelligence for strategic decision-making.

Financial Protection & Customer Experience

Two core pillars:

1. Protect Profitability

Automatic credit validation, part tracking, billing rules, and documented exceptions eliminate silent losses. And above all — avoid sending technicians to customers with overdue balances.

2. Elevate Customer Experience

Every stage triggers automatic notifications:"Request received" • "Technician assigned" • "Part on the way" • "Equipment repaired"

Informing is part of serving.A well-informed customer is a calm customer.

The print management business is no longer just machines, toner, and service calls. Today it’s about efficiency, traceability, control, and customer experience.

More mobile.More real-time.More IoT integration.More cross-department visibility.Less internal friction.

In a growing but demanding market, dealers who automate will not just grow — they will lead.Automation is not about being “high-tech.”It’s about being profitable, competitive, and scalable.

Ready to Scale Your Service Operation? Let’s Talk.

At Solubix, we help dealers like you:

✅ Automation & Workflows

• Digitalize and automate the full service lifecycle

• Connect devices, techs, finance, and admin

• Reduce losses and response times

• Real-time control via web + mobile

✅ Smart Print Management with Princity

• Remote fleet monitoring

• Automatic supply & fault alerts

• Cost, coverage & yield analytics

• Contract/page billing automation

• Advanced dashboards for dealers & customers

• Smart toner inventory & replenishment

• Agent installation, onboarding & training

• Regional support & success program

Automate. Control. Grow.We’re ready to help you take the next step.