A Parsippany CPA firm runs at a sprint from January to April. High-volume printing of returns, statements, and client packages is the whole job in those months. So naturally, their primary high-speed unit chose mid-April to fail.
The problem
Their previous national vendor routed service through an 800 number and a queue. A two-day wait is survivable in July. In tax season it means missed filing deadlines and very unhappy clients, the kind who don’t come back.
What we did
Because we’re local, the call didn’t go to a call center. It went to a dispatcher fifteen minutes away. We had a loaner high-speed unit on site the same afternoon while we repaired the primary machine, and our tech stayed on the line to confirm every workstation could print to it before he left.
The result
Not one client deadline slipped. The firm finished the season on a machine that prints up to 135 pages per minute, with the confidence that “down” means hours, not days.
“The difference is a real human who’s actually close enough to drive over,” the partner said. “That’s the entire pitch, and it’s the only one that matters in April.”