Monday, July 28, 2014  09:00 AM
Montefiore Medical Center Discovers Large-Scale Savings with HiTouch Managed Print Services

Montefiore Medical Center, the University Hospital for Albert Einstein College of Medicine, is already well established in the research and specialized treatment of a great number of ailments. Researching, documenting, maintaining and treating ailing copiers, however, is another matter altogether. The esteemed teaching hospital in the Bronx, N.Y., needed a holistic, more automated—and thus, more efficient—plan for its print services, and HiTouch Business Services had just the solution.

HiTouch, a certified HP Managed Print Advanced Specialist (MPAS) company, already provided desktop delivery of office products to Montefiore, one of the 50 largest employers in New York. As part of its continuing value proposition, HiTouch suggested a managed print services (MPS) contract, and the resulting savings have been seven figures in current spend for remanufactured/OEM toner and six figures in service and parts. In addition, HiTouch is continuing to work with Montefiore on device workflow and printer consolidation for the future. The new MPS expenditure was 10 percent more for OEM toners, onsite technicians and other services, but Montefiore expects to see a return on investment within 26 months.

“In the ever-changing healthcare environment, organizations are looking for ways to save money in non-revenue-producing areas,” said Michael Palmer, Chief Operating Officer, HiTouch. “It was our pleasure to provide this value for Montefiore. We’ve always had a great relationship with Montefiore, and now, with a seat at the table of the administrative staff, we’ll continue to be able to proactively seek solutions for their business needs.”

The medical center has more than 150 off-site locations that cannot accept any items drop-shipped without an end-user purchase order. HiTouch has been able to customize a delivery solution to meet these special needs and still provide desktop delivery of the toner to the end user. HiTouch also has been able to modify technology and processes in order to integrate with Montefiore’s CA Service Desk Manager ticketing system, and now functions as if part of Montefiore’s IT staff. HiTouch hired technicians to place onsite, and the new service level agreement promises a 30-minute response to submitted tickets and a four business-hour “up-time” guarantee.

As part of the shift to the MPS contract, HiTouch took a complete inventory of Montefiore’s devices, making recommendations for optimization and greater efficiencies. With the current copier fleet in disrepair, HiTouch made replacements over 60 days in coordination with Montefiore staff, handling the highest priority copiers first. In all, 1,000 new copiers were installed, broken copiers were fixed and mission-critical “hot swaps”—which allow the replacement of system components without having to shut down the entire system—are now onsite.

“In this case, saving time and money meant the ability to create asset tracking and identification,” Palmer said. “We were able to help Montefiore better manage devices that they weren’t aware they even had. Moving forward, they will continue to see greater efficiencies and cost savings. That’s a testament not only to our abilities, but also to the relationship HiTouch and Montefiore have been able to establish over time.”

For more information about HiTouch Business Services MPS solutions or the full range of business offerings, contact Marc Sutter, VP, Managed Print Services, at or (407)319-4301.


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