Customer Profile
In 2003, The Printer Works, based in Hayward, began its third decade as a leading independent supplier of parts and accessories for popular office printers. An Authorized Parts Reseller for Hewlett-Packard, The Printer Works specializes in the LaserJet and DeskJet printer lines and offers parts and sub-assemblies as well as expertly refurbished printers. The Printer Works has 90 employees and four locations.

Business Situation
Five years ago The Printer Works began developing a web-based eCommerce system that is now responsible for a significant part of the company's sales. The Printer Works' web site ( features a comprehensive searchable database plus online catalogs with parts tables and exploded view diagrams of printer sub-assemblies. These on-line features give The Printer Works a distinct competitive edge.

Because office printers are complex electro-mechanical devices, correctly identifying needed parts can be a major challenge for the service personnel who make up the bulk of The Printer Works' customers. By making it easy to identify parts, The Printer Works' web site has played a key role in building a loyal customer base, even for clients who prefer to talk to a live voice and who ultimately place orders by phone.

The success of their web site has made round-the-clock network availability a necessity. “The printer parts business is very competitive,” says Steve Roberts, founder and president of The Printer Works. “If customers can't order a part when they need it, they can easily go to someone else. Even on a weekend, downtime can cost us thousands of dollars per hour in lost sales.”

But the real cost of network downtime could far exceed a few lost sales opportunities. “Over the years our business has changed from supplying parts for shelf stock to shipping parts for emergency repair,” says Roberts. “Our customers are under pressure to meet repair deadlines, and their customers can be under the gun as well — for example, they may have to print payroll. If a broken network prevents us from shipping critical repair parts as promised, that can ripple through the supply chain and cause our customers to lose their customers. An hour or so of downtime on our end could jeopardize a million dollar service contract for one of our customers.”

The Printer Works relies on six Windows 2000 Servers to deliver their IT infrastructure. The company has also deployed voice over IP solutions to manage voice communications. This has made a robust connectivity infrastructure even more critical. “If your back-end systems are down," says Roberts, "you can still do some business. But when your people can't talk on the phone to a customer, that is a very big problem.”

Without a large, expensive in-house support staff to keep continual watch over their IT  infrastructure, The Printer Works was continually at risk of costly downtime. “We can't really afford to have network management experts watching our system 24 hours a day," says Roberts, "but on the other hand we can't really afford major breakdowns either. What we needed was an affordable way to ensure network availability.”

The Printer Works outsourced their server and communications infrastructure support to Progent. In the summer of 2002, Progent implemented a full set of network monitoring tools, including Microsoft Operations Manager (MOM) to monitor Windows 2000 Servers. Progent also installed network router and traffic monitoring tools.

Before Progent's MOM-based solution, network problems were handled reactively, after users complained about them. This resulted in downtime that should have been preventable. With the help of proactive, automated alerts and trend reports generated by MOM, Progent is now able to anticipate network and server problems before they become serious enough to impact network availability. For example, when a server is approaching a capacity limit, MOM will generate an alert so that resources can be added before a crisis occurs. Thanks to MOM, Progent is fixing problems before customers are aware that the problems exist.

The Printer Works' uptime has dramatically increased since Progent deployed MOM. As an additional benefit, the confidence The Printer Works gained by having a stable infrastructure has induced the company to invest more in their web site to add features that improve customer interactions. For example, real-time XML-based querying to all the leading shippers allows The Printer Works to give accurate shipping quotes on their web orders and allows customers to shop for the best shipping rates. Because the system can now email order status to customers and provide links for additional information from the web site, customer service time is reduced.

“MOM has saved us money in a lot of ways,” says Roberts. “Our original goal was to reduce downtime, and MOM has been a great success in that area. But our outsourcing expenses have also stayed very reasonable, our performance has been stable, and we've been able to support more network activity and services without having to hire more internal IT staff.”

MOM allows Progent to leverage its own support experts by automatically generating critical problem alerts to the pagers and email addresses of appropriate technicians and engineers based on the severity level of the problem. “MOM allows us to meet service level agreements without having to charge an arm and a leg for support,” says Les Kent, president of Progent. “This translates into satisfied customers and less frazzled support people, because we end up doing less work in crisis mode. We're convinced that the only way to achieve high availability is by being proactive. Microsoft Operations Manager is the most efficient way we know of to manage the IT infrastructure of a small business.”

To learn more about Microsoft Operations Manager and how Progent can help your small business achieve enterprise-class network management by deploying this exciting new technology, select one of these topics:

If you wish to get in touch with Progent about engineering support for Operations Manager 2007, call 1-800-993-9400 or refer to Contact Progent.

An index of content::

  • 24-7 Dynamics GP Southfield Solution Provider - Upgrades Consultants Southfield Microsoft Dynamics GP VAR - Southfield - Customization Consulting Southfield-Livonia, MI
  • 24-7 Greensboro Ransomware Repair Greensboro, Guilford County Greensboro Ransomware Recovery Consultants
  • 24-7 Networking Consultants Microsoft SQL Server 2017 Palm Beach County Microsoft SQL 2008 Consolidation West Palm Beach

  • After Hours Technology Consulting Exchange 2013 VoIP
    Exchange 2013 Voice Mail Consultancy

    Exchange 2013 includes significant improvements to the capabilities of Exchange Server 2010 and introduces powerful new features plus a redesigned architecture. These improvements favorably impact vital areas like ease of administration, high availability (HA), security and compliance, cost of ownership, teamwork, scalability, throughput, compatibility, and productivity. Progent's Microsoft-certified Exchange 2013 consulting experts can help you evaluate the potential business benefits of upgrading to Microsoft Exchange 2013, create a cost-effective test and deployment plan, and train your IT staff to manage your Microsoft Exchange 2013 environment. Progent can also provide ongoing online consulting and management for Microsoft Exchange Server 2013.

  • Allentown, PA Urgent BlackBerry Wireless Information Technology Consulting Immediate IT Technical Support Company BlackBerry Smartphone Allentown, Lehigh County

  • .NET C++ Programming Firm
    Xamarin Designer

    Progent's software experts have worked for 20 years with .NET technologies and the Visual Studio development system and can build or update .NET applications rapidly and at low cost.

  • At Home Workers Guidance in Liverpool - Help Desk Call Center Augmentation Consulting Services Liverpool Teleworkers Liverpool Consulting Experts - Help Desk Solutions Guidance Liverpool
  • Biggest Lincoln, NE Networking Organization On-site IT Support Lincoln
  • Birmingham Crypto-Ransomware Lockbit Preparedness Assessment West Midlands Birmingham Crypto-Ransomware Snatch Preparedness Consultation Wolverhampton
  • Boise Conti Crypto-Ransomware Operational Recovery Boise Idaho Boise, Ada County Boise Netwalker Crypto-Ransomware Data-Recovery

  • Wi-Fi VoIP phone integration Troubleshooting
    Consulting Wi-Fi VoIP phone integration

    Progent's Cisco-certified Wi-Fi technology consulting experts can help you to deploy, administer, and troubleshoot Cisco Wi-Fi devices such as Cisco's Aironet and Meraki Wave 2 Wi-Fi access points (APs) plus Cisco's Wireless Network Controllers.

  • Boston Cambridge SharePoint Server 2013 Setup and Support SharePoint Server 2013 Integration Support Boston, MA, USA
  • Bristol Ransomware Documentation Bristol Bristol Hermes Crypto-Ransomware Forensics Bristol
  • Charleston County South Carolina Top Windows 2019 Server Networking Services Design Consultants Windows Charleston, SC

  • Peppercon eRIC Professionals
    Consultancy Remote Server Management Cards

    Remote server management cards give network managers full control of a server without the need for an on-site presence. Through these management cards, all console screen data plus keyboard and mouse functionality are exported to an off-site session to an IT professional who can be located anywhere in the world. Progent's Microsoft and Cisco certified consultants can help you to design, deploy, and support a high-availability business network that incorporates remote management cards and Progent can use these remote server management cards to provide efficient remote technical help. Progent is familiar with a variety of remote management cards including Aten IP9001 remote server management cards, American Megatrends MegaRAC remote management cards, Dell remote server management cards, HP Lights-Out remote management cards, and Peppercon eRIC remote server management cards.

  • Case Study Microsoft Operations Manager
  • Cisco Expert Aironet 3800 Access Point Professional Aironet 1600 Access Point Specialists
  • Clearwater Spora Crypto-Ransomware Rollback Clearwater, FL, United States Clearwater Ransomware Remediation and File Recovery Pinellas County Florida
  • Conti Ransomware Hot Line Seattle Washington MongoLock Ransomware Hot Line King County Washington
  • Cotati, Windsor CA Remote Computer Consulting Career Network Engineer Career Rohnert Park, CA

  • Professional QTS Sacramento Internet Data Center
    QTS Sacramento Internet Data Center Engineers

    The QTS Internet Data Center facility is situated in the seismically-stable Natomas neighborhood of Sacramento, CA. If your business is currently using the QTS Sacramento data center as a colocation site or if your company is planning on moving your primary or offsite backup equipment to the Herakles data center, Progent can provide a variety of affordable consulting services that include colocation relocation, system deployment and upgrades, infrastructure optimization, project management, virtual server configuration, remote monitoring, centralized network management, application programming, disaster recovery/business continuity solutions, security evaluation, and the use of the Progent Test Lab.

  • Dallas, Texas Network Support Service Dallas Tech Support
  • Edmonton Conti Crypto-Ransomware Settlement Negotiation Services Edmonton, Alberta After Hours Edmonton Ransomware Settlement Negotiation Consulting
  • Edmonton, Alberta Remote Workforce Consulting Experts nearby Edmonton - IP Voice Technology Assistance Remote Workers Assistance nearby Edmonton - IP Voice Solutions Consulting and Support Services
  • Exchange 2019 M365 Integration Support and Setup Exchange 2019 Configuration IT Consulting
  • Fort Lauderdale Remote Workers Voice/Video Conferencing Technology Consulting Experts Broward County Florida, America Work at Home Employees Consulting Experts nearby Fort Lauderdale - Conferencing Solutions Expertise Fort Lauderdale Tamarac
  • Healdsburg CA, United States Santa Rosa Critical Crypto-Ransomware Remediation Help Santa Rosa Critical Crypto Removal Support Services Cotati, Windsor CA, America
  • Immediate Conti ransomware recovery Consultant ransomware business recovery Consultants

  • E-Mail IT Consulting
    Ransomware Recovery Subscription

    Progent's Microsoft-certified consultants have two decades of experience providing electronic messaging and unified email/telephony solutions for businesses. Progent offers economical Exchange Server support services to strengthen email security and virus defense, achieve high availability email, and facilitate remote and mobile email access. Progent's Microsoft Exchange help and support services can aid you in planning and implementing a Microsoft Exchange upgrade or a move from a legacy SMPT server or outdated Microsoft Exchange product such as Microsoft Exchange 5.5 to Exchange Server 2010.

  • Juniper SSG350M Router Cybersecurity Organization Juniper SSG350M Router Forensics Services
  • Long Beach Ransomware NotPetya Vulnerability Review Los Angeles County Long Beach Ransomware Egregor Vulnerability Audit Long Beach Southern California
  • Louisville Offsite Workforce Cloud Technology Consultants Louisville Kentucky After Hours Offsite Workforce Consulting near Louisville - Cloud Integration Technology Consultants
  • Melbourne Locky Ransomware System-Rebuild Melbourne Sodinokibi Ransomware Cleanup Melbourne

  • DopplePaymer ransomware recovery Consulting Services
    Egregor ransomware recovery Specialist

    Progent's seasoned ransomware recovery experts can assist your business to reconstruct a network victimized by a ransomware virus such as Ryuk, WannaCry, NotPetya, or Locky.

  • Microsoft Windows Server 2019 Networking Organization Tlaquepaque Urgent Windows Server 2016 Migration Consultant Tlaquepaque

  • SCCM Primary Site Computer Consultants
    SCCM MAM Support and Setup

    System Center Configuration Manager automates application and device provisioning and updating, centralizes security and compliance settings management, keeps track of network resources, guards against corporate data leakage, provides network health reporting, allows secure end-user self service, and offers a single control mechanism for administering multi-operating system networks based on on-prem, cloud-centric, or hybrid deployment topologies. Progent's Microsoft-certified Configuration Manager consultants and Microsoft Azure cloud integration specialists can assist your organization with any aspect of planning, implementing, operating and troubleshooting a SCCM solution for local, cloud, or hybrid environments.

  • Midtown Manhattan Remote Workers Midtown Manhattan Consulting - VoIP Technology Consulting Experts New York City-Chelsea Midtown Manhattan Remote Workers IP Voice Systems Consultants
  • Migrations Dayton, Ohio Dayton Online Troubleshooting
  • Montreal MongoLock Crypto-Ransomware Repair Montreal, Quebec Montreal MongoLock Ransomware System-Restore Montreal, Quebec
  • Porto Alegre-Novo Hamburgo 24-7 Porto Alegre Lockbit Ransomware Removal Porto Alegre Snatch Crypto-Ransomware Restoration Porto Alegre, RS
  • RIM BlackBerry Server Install Kansas City, U.S.A. BlackBerry Redirector Network Designers
  • Operations Manager Example Application
  • Ransomware System Rebuild Madison Urgent Ransomware Data Recovery Madison Wisconsin
  • Ransomware System Rebuild Midland County Texas Ransomware Cryptoworm Recovery Midland, TX
  • Remote Workforce Guidance near Wichita - Setup Guidance Wichita Kansas Wichita Kansas Wichita At Home Workforce Integration Assistance
  • Remote Workforce Plano Consulting and Support Services - Voice/Video Conferencing Solutions Expertise Plano - Richardson Work from Home Employees Consulting and Support Services in Plano - Video Conferencing Technology Assistance Plano

  • Google GCP Cloud Storage integration Professionals
    Google GCP hybrid cloud integration Engineer

    Progent can provide cost-effective remote and on-premises consulting to help organizations of any size to move any part of their core network resources to Google Cloud Platform (GCP). This can save time and hardware expense and enable access to Google's state-of-the-art AI and machine learning technology. Progent can assist your IT team with every phase of Google Cloud Platform integration including needs analysis, readiness evaluation, architectural design and review, testing, deployment, centralized administration, performance optimization, licensing management, disaster recovery mechanisms, and security strategies.

  • Riverside - Fontana Teleworkers Consulting Experts in Riverside - Backup/Restore Solutions Consultants Remote Workforce Expertise in Riverside - Backup/Recovery Solutions Consulting Services Riverside - Fontana
  • MOM Case Study
  • San Diego, CA Debian Linux, Solaris, UNIX Integration Services Suse Linux, Solaris, UNIX Computer Consulting San Diego - La Mesa
  • San Juan, Puerto Rico Maze Ransomware Hot Line San Juan, Puerto Rico Egregor Ransomware Hot Line
  • Santiago Remote Workers Collaboration Systems Assistance Vitacura, Metropolitan Region Emergency Work from Home Employees Santiago Consulting Experts - Collaboration Technology Consultants Ñuñoa
  • Schaumburg Work at Home Employees Call Desk Outsourcing Assistance Schaumburg-Deerfield, Illinois, USA Schaumburg Telecommuters Help Desk Call Center Augmentation Consulting Experts Schaumburg-Bensenville, IL
  • SharePoint Server 2007 Network Consulting Microsoft Certified Expert SharePoint Server 2007 Configuration
  • Spokane Security Consulting Group Microsoft Exchange Server 2013 Spokane, WA Exchange Server 2010 System Engineers
  • Top Quality Remote Support Reno-Washoe County IT Outsource Reno-Washoe
  • Uniondale-Hauppauge 24/7 Remote Workers Uniondale Assistance - Conferencing Technology Expertise Telecommuters Uniondale Consulting Experts - Conferencing Solutions Consulting Services Uniondale

  • Remote System Center 2016 Business Continuity IT Services
    System Center 2016 Troubleshooting Online Help

    Microsoft System Center 2016 delivers important enhancements in the management of hybrid cloud networks through advanced integration with Windows Server 2016, Windows 10; seamless integration of mixed-OS networks that incorporate various Linux distributions, Microsoft Hyper-V and VMware; and better public and private cloud support such as closer integration with Microsoft Intune for Apple iPhone and Android smartphone management plus built-in integration with Operations Management Suite (OSM) for cloud-enhanced analytics and reporting. Progent's Microsoft-certified consulting team offers advanced online and on-premises support for all components of System Center 2016 including Operations Manager (SCOM), Configuration Manager, Virtual Machine Manager (SCVMM), Data Protection Manager (SCDPM), Orchestrator, and Service Manager (SCSM). Progent can assist you to plan and configure a new deployment of Microsoft System Center 2016, extend or optimize your current one, upgrade efficiently from a prior version of System Center, or debug your System Center solution.

  • Urgent Albuquerque Ransomware Remediation Help Albuquerque CryptoLocker Repair Albuquerque, Bernalillo County
  • Vitória At Home Workforce Cloud Technology Consulting Experts Vitoria, ES Work from Home Employees Consultants nearby Vitória - Cloud Integration Solutions Assistance Vitoria, Jardim da Penha
  • Watsonville CA Telecommuters Santa Cruz Consultants - Help Desk Call Center Outsourcing Consulting Santa Cruz California At Home Workers Consulting and Support Services near Santa Cruz - Help Desk Solutions Consulting Experts
  • MOM Case Studies
  • West Palm Beach Crypto-Ransomware Negotiation Guidance West Palm Beach-Jupiter, Florida, United States West Palm Beach Netwalker Ransomware Settlement Negotiation Help West Palm Beach-Palm Beach Gardens, FL
  • WiMax Professionals ISP Service Plan Selection Consulting
  • Winston-Salem Emergency Crypto Repair Help Winston-Salem North Carolina CryptoLocker Remediation Support Services Winston-Salem, United States
  • Work at Home Employees Consulting Services nearby Ontario - VoIP Solutions Consulting Experts Ontario California Remote Workers Expertise near me in Ontario - VoIP Systems Consultants San Bernardino County California

  • MCSE Expert Certified Azure and SharePoint integration Consulting Services
    Largest Microsoft Azure Active Directory Contract Programmer

    Progent can assist companies of any size to move any part of their computing infrastructure to Microsoft Azure. This can streamline IT management and reduce equipment investments. Azure offers a comprehensive library of cloud services and Progent can assist you to evaluate the advantages and limitations of various cloud networking models supported by Azure. Progent can help you administer cloud-resident or hybrid cloud and local apps and resources and make sure you sidestep the common mistakes small organizations make when migrating to the cloud. Progent can assist you to configure cloud servers on Azure Virtual Machines, use VHD storage with Azure Storage, handle authentication with Azure Active Directory, and automate transparent backup services with Azure Backup. Progent can also show you how to configure firewalls and VPN connections and to integrate iPhones and iPads and Android smartphones and tablets.

  • Work at Home Employees Guidance near me in Pasadena - Collaboration Systems Expertise Pasadena Texas Offsite Workforce Assistance in Pasadena - Collaboration Systems Consulting Harris County Texas
  • MOM Case Study

  • © 2002-2023 Progent Corporation. All rights reserved.