The Challenge
After years with a national vendor, this organization had finally had enough. Their equipment was fine, but their service experience was anything but. When a machine went down, getting someone onsite could take two to three days. And when a technician finally arrived, the fix was often temporary, requiring multiple visits to resolve a single issue.
Worse, the company had to go through outsourced call centers just to place a service request — repeating the same details to different people with no clear point of contact. For a busy team that relied on print to keep operations moving, the breakdown in communication and responsiveness was costing them time, money, and patience.
The Turning Point
They didn’t need new equipment. They needed a better partner.
After learning about Woodhull’s in-house service model, they made the switch and immediately felt the difference. Service calls were handled by real, local team members, and most issues were addressed same day. Even more importantly, the majority of problems were resolved on the first visit, with no guesswork or band-aid fixes.
The Outcome
Within the first month of working with Woodhull, downtime dropped significantly. Their staff no longer had to chase support tickets or manage vendor handoffs. They had direct access to a dedicated local technician, proactive maintenance visits, and the confidence that service wouldn’t disrupt their day-to-day.
The Lesson
For this organization, the real problem wasn’t the machines, it was the lack of accountability, speed, and follow-through. By switching to a partner that values service as much as technology, they regained control of their print environment and finally got the support they were promised.