Business Profile: Global Printer Services Inc.

Global Printer Services Is Celebrating 10 Years

With the HP LaserJet

By Jamie Hamilton

Global Printer Services offers customers HP LaserJet printers, parts and accessories. While GPS is currently celebrating its 10th year of supporting HP LaserJet printers, they still remain true to their root philosophy: Do unto others as you would have them do unto you.

“This philosophy makes the customer feel comfortable working with us,” says founder and president, Bruce Andre.

When customers call GPS, they can count on one-on-one service provided by their own sales representative. There aren’t any forms to fill out, policies to sign, or automated, voice-recorded phone directories to muddle through. This is part of the personal touch that GPS has put on customer service—the company is looking forward to taking your call, personally.

Products

Whether looking for the latest JetDirect cards out on the market or a discontinued part for your HP LaserJet III, customers know GPS has the product to fill any order. In fact, for hard-to-find HP printer parts, GPS may be the best resource. “When you call, we have the product in stock,” Andre says. “We’re not a broker; we’re an actual stocking distributor.”

If printers are what you’re in the market for, the GPS sales team will work with you to find the perfect printer that will not only meets your needs, but your budget as well. “If a customer is looking for a printer, we’re not going to pressure them into the most expensive printer we carry,” Andre says. “We will take the time to figure out which printer will fit their needs.”

For example, businesses often call GPS for refurbished printer models of printers that they currently have in-house for the convenience of ordering the same cartridges throughout the facility. Other customers are more interested in price. “Some people will call looking for cheap printers, such as those found in ‘Big Box’ retail stores,” said Andre. “But, if we go back a model or two, we can get them a much higher performance, business-oriented printer model, and still save them 40%-60% in the end

Customer Quick Note: There is no minimum quantity order at Global; drop-ships are available if needed; orders made before 5:45 p.m. CST are shipped same day; expect 2-3 business days on machines; GPS offers a six month warranty on parts, one year warranty on machines, and free technical support for anyone with a question about their HP LaserJet printer.

While GPS has great customer service as far as finding the right product for customers, they have also implemented a user-friendly RMA procedure. “Our Advanced Exchange and RMA procedures are among the most flexible in the industry,” said Andre. “We take care of our customers first and worry about the warranty second—not the other way around. GPS continues to set the industry standard by pushing the bar higher for remanufactured quality and price.”

History

Global Printer Services originally started out as AC Enterprises in July 1995. Founded by Andre and his partner, the duo was selling not only printers but also computer networking components. Andre focused on the printers, while his partner handled the computer side of the business.

Within a year, the two realized that they were really running not one, but two businesses. They split the operations, naming the printer division Global Printer Services. Since then, the company has grown steadily; Andre expects about a 20%-25% growth margin for 2005.

GPS’s substantial growth in the past couple of years could be accredited to its rapidly expanding sales and distribution of rebuilt HP LaserJet printers. Also, due to the growth and recent acquisition of another company, GPS has recently increased its warehouse to accommodate a steady increase in product distribution. “While we are not the biggest parts company in the industry we are one of the biggest in the refurbished printer business,” Andre says.

Customer Service and Industry Experience

Andre attributes his success to the personal touch his team has with customers and as well as its industry knowledge. “When you call in, not only will you speak with your sales rep—as opposed to calling and going directly to voicemail—but you will have a chance to speak to the nicest receptionist in any industry,” Andre says. “I challenge everyone out there to call in and experience just what I’m talking about. There isn’t an automated phone system because I want it to be answered by a live representative. That’s who we are.”

Also, the amount of experience his employees have in the industry is noteworthy. All but one of the GPS sales team members have over eight years of industry experience, and the technical department team has over 50 years combined in the industry. So, whether you are calling to order products from your sales representative or you need technical support, you will speak with an industry professional that is knowledgeable about the product. This is how GPS is able to maintain strong industry relationships.

“We are looking for new customers to build a relationship with, not just a one time sale,” Andre says. “We have one customer that used to order about once a week; now, they are ordering almost 20 times a day. We’ve grown with them; that’s something we pride ourselves on. We’ve been able to support small companies i

Global Printer Services

1-800-588-3554

www.globalprinter.com