by Craig Austin (CEO)
Customers often look to software products to resolve thier specific problem. In the industry in which we operate, the issue could be to ensure the security of documents by using authentication on the MFP (Multi-Functional Printers), this would be in line with specific acts being introduced, such as POPIA or GDPR. In some cases, customers really want to reduce their paper output, reduce costs and improve users experience when printing or copying as well as with document capture.
The obvious choice is to purchase a Document and Print Management Software. What is often expected, is that the software will be installed and everything will be resolved. Like any other enteprise or software application the correct setup and installation is required to ensure the expected results.
- Understanding that the software will run on your existing IT infrastructure – it is important to know what the minimum requirements are for the software to be installed, and should these requirements not be met, how will the installation be affected. A thorough pre-installation assesment between the installer and your IT department is the best way forward to ensure a pleasurable installation experience.
- Draw up an installation schedule, with timeframes, and which parties are responsible for certain functions. This may include some tasks on the customer side, such as updating the active directory, ensuring certain ports are open for communication between the data base and certain IP’s. Login scripts may be required for “Clients” to be installed on PC’s in Direct Ip environements. The installer of the software should outline these tasks, and get these agreed upon with all parties involved.
- Full training on the software to an IT Adminstrator, on how to setup users, add departments, change pricing structures and how to add and move MFP devices in the future will ensure that the Software continues to add value Post installation
- Ensure that the installer has a Support Centre that can deal with your post-installation issues, signing an SLA specifically for software is sometimes required, as the Cost per Copy SLA, might not include the Management Software
We believe that the installation of the software is sometimes more important than the features offered by the software. Without the correct setup and support, you will battle to get the full benefits that you or your customer expects.
Ensuring that the customer has a pleasurable experience, especially during the installation is always the main priority.