MFP "Charging for Scans"

I have not heard of a Fujitso or Kodak scanner dealer charging for scans - maybe $15 for a new set of scanner feed tires which the customer installs. Salespeople develop bad reputations in certain industries for doing foolish things and just maybe charging for scans is an example. I'd opt to tell a customer that our company includes scanner maintenace and we'll oil the cabinet doors as needed too!

I sold 30 Aficio 2035's to do nothing but scans. This customer felt that at the time it was the best 50+ ipm duplex scanner on the market. They didn't even want us to put toner in the machines. We put them all on a $300/yr. maintenance agreement that included no clicks. I bet we have had less than 10 calls total. $9,000 for 10 service calls...we definately did OK. Our biggest issue has been flat fusers from sitting idle when they tried to make a copy.

We have had a scan click charge in place for over 5 years. I would say about 60% of our clients get some sort of scan bill as a piece of the rate. We include a quantity as part of the base bill no charge, then add .005 to the click charge if they are over the base volume and if they exceed a higher volume hurdle there is a separate click billing for scans alone at .007.

The reality is that scanning creates issues at times and often leads to IT or user related calls. If we don't get paid for these calls then the print related click has to cover them and in many instances it doesn't do it. If we get real kick back at the time of a service agreement being signed, then we can always waive the scan piece (seldom have to).

We have clients that really pound the scanning and do pretty light printing volumes, sometimes on some pretty large units (80 ppm). To not capture some revenue on these for the scanning would really tilt the curve.

As for Fujitsu and Kodak and the other scanner manufacturers...we sell both of these and service contracts on the faster units are definately significant. Also, usually clients pay for all consumables and roller kits etc. can cost in the $100+ range very easily.

So like everything else in life...nothing is free and scans should not be either.

Great insight. Thanks for the feed-back.

quote:

Originally posted by lep524:
The reality is that scanning creates issues at times and often leads to IT or user related calls.

I agree, I can think of several instances of scan-related service issues.

I still get a few calls per month from accounts because thier scan connection dropped out, and we have to send a tech out to resolve issue, it's almost coming to a tipping point. What customer is upset more? when they can't scan or copy?