The Problem: 500 Networked Printers, No Real Control
When Printer Issues Become a Business Continuity Problem
Their own IT department was bright – yet printer support had been taking 30 hours per week out of their time. There were dozens of machines where drivers were corrupt. The toner alerts were initially being overlooked until the devices ceased to operate. Fifty percent of the printers were not onboarded into their scheme of managing devices properly.
IT team was wasting time on printers than on real IT infrastructure but we needed that capacity back and we needed somebody to take charge of this issue so that we do not have to.
Their ambition was even greater: to automate AI helpdesk to decrease manual ticketing and accelerate the first-line support.
Our Managed Printer Support & AI Automation Approach
Phase 1: Device Audit & Standardization
Ovron Inc started with all the 500+ devices in stock. We have found 74 printers with old or incompatible drivers. Their device management platform was used to build and deploy a standardized configuration template. All printers were labeled, recorded, and set up to be proactively serviced – removing their break-fix approach altogether.
Phase 2: Predictive Maintenance Monitoring
We installed remote monitoring agents on all printers in the network. The system monitored toner levels, drum usage, error logs, and connection health in real-time. The system notified the IT team of problems 48 to 72 hours before they occurred, rather than allowing the devices to break down, which allowed them the time to respond. This is what maintenance of predictive printers in practice appears like.
Phase 3: AI-Powered IT Support Workflow
Ovron added an AI-powered ticketing layer to their helpdesk. In response to a request about printing, the AI classified the request, correlated the device log, and automatically resolved it or sent it to a technician with all the necessary information ready. All automated workflows were mapped to their real historical ticket information – not a template.
Results: 85% Less Downtime, 1,200 Hours Saved Annually
The AI piece was not as successful as we thought it would be. In 30 days, our team ceased to fear Monday morning lines of support. The difference was first-hand and quantifiable.
The 26 hours per week taken back by their IT team was through the managed printer support services. Automation of the AI helpdesk responded to 70% of the support requests without delay, allowing the rest of the team to work on more valuable infrastructure projects.
Services Utilized: Device and Printer Support · Predictive Maintenance · AI Workflow automation · Helpdesk integration.
Still managing printers manually? See what’s possible.
Book a free consultation with the Ovron Inc team. We’ll audit your current printer environment, count your open tickets, and show you exactly what a managed support model would recover. → ovroninc.com/request-consultation
