The analyst reports on the main things customers look for in MPS and MDS providers. 
IDC’s report, entitled IDC MPDS MarketScape Buyer Decision Patterns, found that with both MPS and MDS markets evolving, it’s becoming “critical” for providers to “understand and adapt to the demands of their existing clients as well as their prospective customer base”, with reasons for signing up to MPS and MDS moving beyond needing to replace old machines or streamline contracts.
The analyst notes that many customers are looking for “robust assessment” and “the ability to serve multiple geographies” as well as other “aspects of service delivery” above and beyond the basic advantages of MPS and MDS programmes. IDC notes in turn that “a number of challenges exist” for providers, adding that they should still “fully promote their capabilities” and “remain […] responsive” to customer needs” whilst maintaining service levels “even after the contract is signed”.
Other findings in the report include that technology is “still an important factor” in selecting an MPDS provider, as well as “service delivery components” and “vertical knowledge or workflow”.
Holly Muscolino, Research Vice President of Document Solutions at IDC, stated: “Overall, MPDS customers are looking beyond output technology and providers must expand both core and advanced services to meet these changing needs.
“Factors such as optimisation and assessment methodologies, national or global support, scanning workflow, and employee training and change management are finding their way into customer requirements. And while price is still a factor, contract flexibility, including a fully variable cost payment structure, frequently helps clinch the deal.”