A leading healthcare provider needed help enhancing operational efficiency across their vast network of facilities. With headquarters in Birmingham, Alabama, this provider operates 121 inpatient rehab hospitals in 29 states, 179 home health locations in 23 states, and employs over 34,700 people.  

Their mission to deliver exceptional care was being hindered by fragmented printer vendor management and inconsistent service levels across their locations. 

Challenges Faced: 

The provider was confronted with several operational challenges: 

• Multiple Vendors: Each facility managed multiple vendors, resulting in inconsistent Service Level Agreements (SLAs) and reactive maintenance issues. 

• IT Overload: The IT team was overwhelmed trying to manage numerous vendors without a unified system. 

• No Centralized Control: A lack of a single point of escalation and enterprise-wide visibility into issue resolution times led to inefficiencies. 

• Compliance Concerns: HIPAA compliance was a worry, with print field technicians lacking accountability. 

FlexPrint’s Solution: 

FlexPrint, part of Flex Technology Group, implemented a customized, service-based Managed Print Services (MPS) program tailored to meet the healthcare provider’s unique operational needs. Key features of the solution included: 

• True Vendor-Neutral MPS: A device-agnostic solution that improved service delivery without requiring a full fleet overhaul. 

• Online FlexInfo Platform: Provided real-time tracking of issues and resolutions for greater transparency. 

• Custom Transparent Billing: Delivered clarity in costs and spending. 

• Proactive Asset Management: Enhanced preventative maintenance and onboarding processes. 

• Minimized Change Management: Allowed the organization to improve operations without disrupting current workflows. 

Results Delivered: 

The implementation of FlexPrint’s solution led to immediate improvements: 

• Service Response Time: SLAs improved from weeks to just 8 hours. 

• IT Workload Reduction: Freed IT staff from the need to manually chase service calls, enabling them to focus on strategic tasks. 

• Cost Savings: The provider gained visibility into inventory and spending, leading to significant cost reductions. 

• Reduced Service Calls: Proactive management significantly reduced the volume of service calls. 

• Strategic Advantage: The long-term strategy resulted in substantial cost savings and a competitive operational advantage. 

Conclusion: 

This healthcare provider’s partnership with FlexPrint exemplifies how collaboration with a managed print provider can help overcome operational challenges. The implementation of a vendor-neutral MPS program not only solved the immediate issues but also helped position the organization for long-term success in delivering high-quality care.