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Mission Critical: Reducing Downtime and Revenue Losses

Bell and HowellBy Nabeel Jaitapker, M.A.

Despite technological innovations in printing and mailing equipment, many print shops are still dealing with downtime’s drag on productivity and profit.

Sure, a few minutes of a machine being down can always be made up with employees staying late to get the work done. But when that downtime stretches to hours and days, the loss is more permanent. So when New Jersey-based Content Critical Solutions, Inc. started feeling the pinch of downtime, it started looking for a service partner to keep all of its equipment operating in top condition to avoid revenue losses. After exhausting several options, the company was successful in finding a provider that fit its economic model to service its equipment and is seeing results — minimal downtime at a competitive price.

Download the new Bell and Howell white paper, “The Value of Preventative Maintenance: Preserving the Useful Life of Older Systems.”

Business Roots
Content Critical Solutions has roots that go back 110 years through predecessor and acquired companies, with offerings such as data processing, web-to-output solutions, digital printing, mailing services and offset printing. Over the years, it has grown into a leading provider of technology-based solutions, which assists a broad range of clients with a unique blend of production, mailing and fulfillment services.

Fred Van Alstyne“At first, the company tried to be everything to everybody,” said Chief Operating Officer Fred Van Alstyne. “There wasn’t a focused business strategy other than one to grow revenue, and [we] pretty much took whatever came [our] way.”

Van Alstyne added that over time, the company reached nearly $50 million in revenue and it became an unmanageable event of what the company’s core focus was.

“So we started to pull this all apart,” he said. “And now we fashion ourselves as a solutions provider focusing on content and messaging, whether it’s a statement or a compliance-based message. That’s really our focus. The output is secondary to us.”

Content Critical’s customers range from financial services and insurance companies to those in the utilities, all of whom use the company for production of their transactional mailing pieces.

“We develop technology that helps clients manage their content,” he said. “And we needed the flexibility of a service solution to keep us running with minimal downtime and be cost-effective, too.”

The Challenge
Content Critical SolutionsRecently, Content Critical faced the challenge of not having a full-service solution to maintain its Pitney Bowes inserting systems at its facilities in New Jersey and New York.

“We could never agree on an economic model that would allow us to service both of our locations,” Van Alstyne said. “Under this model, we would be asked to pay significantly more, and we needed something more flexible at a more reasonable price.”

He added that catering to Content Critical’s customer’s situation was a key to finding a full-service solution partner.

“We were looking for a true partner who would adapt to our needs and really deliver a solution that addresses our issues and fits into our unique operation,” he said. “Not some standard, off-the-shelf or out-of-the-box service package.”

Developing a Strategy
The Content Critical team began looking for a service solution that would form the foundation of its operations’ goals of endurance and efficiency. Based on the technical capabilities and flexibility of the service package, Bell and Howell was selected as Content Critical’s exclusive solutions provider to cover all of its equipment on its floors, regardless of manufacturer, with minimal downtime and at a competitive price.

“That’s how they won our business,” Van Alstyne said. “They were flexible and were not overcharging us for a quality solution like their competitors were. We have two of their technicians on site who travel between our plants when needed. It is really cost-effective from our perspective.”

Bell and Howell currently services all equipment at Content Critical’s two plants. These include the Hunkeler Unwinder, the Pitney Bowes Rival Inserter and the HP Laminator. Additionally, Van Alstyne said his company purchased Bell and Howell equipment such as the Producer 22 Inserter, the BH4000 Inserter and the PF300 Smart Inserter, as a result of the great service.

“These guys are talented enough to service any machine one has on the floor,” he said. “They understand that uptime means money for us and our customers.”

Bell and Howell’s multivendor equipment service model includes digital printers, laminators and wide-format printers. And unlike other manufacturer options, it provides 24/7 nationwide support. Also, with hundreds of technicians across North America, they can virtually reach any location within two hours.

Trending Upward
Since partnering with Bell and Howell, Content Critical has seen a dramatic increase in the uptime of its machines. Furthermore, the Bell and Howell technicians have even repaired older non-operational machines and now have them running efficiently, contributing to the production workload.

“Our machines look and run better than they ever have,” Van Alstyne said.

Download the new Bell and Howell white paper, “The Value of Preventative Maintenance: Preserving the Useful Life of Older Systems.”

Looking Ahead
With both of its sites now running efficiently with minimal downtime, Content Critical is focusing its efforts toward turning up a third site in the southeastern part of the United States — all while continuing to deliver a product with zero defects and high-quality output.

To learn more about Critical Content Solutions, Inc. and its technology-based solutions, visit contentcritical.com.

KEY TAKEAWAYS

  • Content Critical was looking for a service solution that would form the foundation of its operations’ goals of endurance and efficiency.
  • Based on the technical capabilities and flexibility of the service package, Bell and Howell was selected as the exclusive solutions provider to cover all of Content Critical’s equipment on its floors, regardless of manufacturer, with minimal downtime and at a competitive price.
  • Partnering with Bell and Howell has helped Content Critical see a dramatic increase in the uptime of its machines.


Nabeel Jaitapker, M.A. is Senior Marketing Manager at Bell and Howell.

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