Leading UK Law Firm

The Challenge

A top 50 UK law firm, with very high print volumes of millions of pages every year, had neither the budget or the space for a large fleet of devices. They needed a proactive Managed Print Service to safeguard the device availability their business users demanded.

The firm had carried out a benchmarking exercise to gauge the level of service required by users. This revealed that users considered their desktop printers to be reliable, with only 16 faults per thousand pages.

Xenith’s main challenge was to provide a Managed Print Service across a heavily-utilised fleet of multifunction devices and keep the number of faults down below 16 per thousand pages.

By engaging with users directly – through focus groups, attendance and key secretarial and department meetings – Xenith identified underlying causes of the faults and picked up on the frustrations staff experienced without adequate print support in place.

The users simply did not have the time to load paper, consumables and log service calls and rarely did so. An already stretched facilities and IT team had insufficient resources to look after the fleet.

Key Challenges

Number of faults

Insufficient IT resources to maintain fleet

Increased device uptime needed