Since launching its new customer portal, MyMS, in Italy in October and EMEA in November, MS Printing Solutions has scheduled a global rollout for its remaining territories. MyMS allows customers 24-hour access from any device to enable them to request spares and check prices in real time. Further functionality will be activated over the time in order to create a comprehensive service portal for MS customers, dealers, agents and technicians.
MS Printing President Paolo Milini explains: “The project came about as a result of analyzing the workflow process. We needed to find a way of managing the information we give to users so that it’s always up to date and consistent.” The MyMS project was developed with a number of aims in mind. Its primary function is to significantly improve the level of service available to customers, while ensuring that information is consistent across the whole MS organization. To achieve this, the portal will standardize in-house processes and operations workflow, optimizing response times and reducing errors during the reception, collection and preparation of orders. Currently, the project encompasses the sales and customer services departments. However, over time, it will also cover technical assistance and technical documentation, creating a leaner, more consistent information flow both within the company and outside it.
Once registered, MS Printing’s customers will be able to access the portal with a username and password from both desktop computers and mobile devices – and the site has been built with a ‘fluid’ layout in order to optimize the display on the latest generation technology. Once signed in, users are provided structured access to the spare parts catalogues for MS machines – printers currently, and other machines such as new dryers will come on stream soon. They’ll then be able to draft a spare parts request in a guided and controlled way. As well as ordering parts, users will eventually be able to use this single entry point to access technical documentation and white papers, consult the company library, request RMA for printheads and open service cases for assistance.
MyMS will also be used to platform video tutorials and run product and service webinars, enabling customers to stay right up to date with all the latest MS technology. In future, users will also be able to download software updates for their MS devices via MyMS, along with all the latest brochures, and MS news. “Eventually, MyMS will represent a one-stop shop for all the services we provide for our customers and dealers,” says Abhi Agrawal, Dover Digital Printing President. “It will allow users to save time and increase efficiency as their requests will be immediately entered into our workflow.”