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The End of Downtime: How Predictive Services Could Save Businesses Billions

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Ending downtime is critical for efficient and seamless operations.

By Phil Carter, Director of IoT and Managed Print Services, Lexmark

Downtime is a danger that all businesses face. If ignored, it can cause serious disruption and damage to an organization’s operations, especially during a time when consistency and continuity are mission critical.

Whether it’s through human error or device-related glitches, research shows that a staggering 82% of business experienced at least one unplanned downtime incident during the past three years.


In manufacturing, the statistic is even bleaker, with companies suffering from 800 hours of equipment-related downtime annually – amounting to more than 15 hours per week. The knock-on effects are monumental, with unplanned downtime costing manufacturers as much as $50 billion annually.



Unplanned downtime has perhaps become a matter of course for many companies. They accept that it happens – even allocating funds with it in mind – mainly because they don’t have the time, resources or budget to deal with it. 

Only 15% of organizations possess predictive service capabilities

However, this doesn’t have to be the case. Many forward-thinking businesses are looking at innovative ways to reduce, or even eliminate, unplanned downtime. Powered by IoT and big data analytics, predictive service allows businesses to predict downtime-related issues ahead of time – making automated changes almost instantaneously, often before a customer realizes the issue.

Despite the availability and accessibility, research from IDC indicates only 15% of organizations possess predictive service capabilities. Clearly, there is an untapped opportunity for brands looking to reduce downtime and enjoy the ripple effects, which include:


  • Greater productivity
  • Better cost effectiveness
  • Higher customer retention rates
  • More sustainable business approach 

One step beyond: Predictive service vs. predictive maintenance

First and foremost, it is important to draw clear distinctions between predictive service and predictive maintenance. Predictive maintenance remains an important part of an organization’s business operations – allowing businesses to monitor the state of specific equipment and perform proactive maintenance before a module in the equipment wears out. Predictive service goes one step beyond predictive maintenance by algorithmically foreseeing device issues and enabling companies to take preemptive action before an end customer even realizes a problem exists. That’s because the widespread application of IoT, coupled with new machine learning capabilities, has revolutionized how companies monitor and maintain equipment – enabling teams to use and analyze data in real-time. These insights are the lifeblood of predictive service because they allow organizations to intelligently respond to potential issues.

Sensor-level IoT data: Predictive service in action

A fluid combination of sensor-level IoT data and machine learning represents the ultimate recipe for success when it comes to predictive service. Lexmark printers are designed from the ground up with over 500 sensor data points. They seamlessly connect to our cloud-based support system, which uses machine learning algorithms applied to that proprietary sensor data. Those algorithms automatically create service tickets to initiate proactive action. As a result, Lexmark facilitates 25% of service requests automatically before the customer encounters an issue and calls the help desk. Since support agents are armed with specific device information before they pick up the phone, total call time also is reduced by up to 50%, while 70% of needs are addressed remotely without dispatching an engineer.

Let’s examine one example. Sometimes, print cartridges can melt together and solidify if they are stored in an environmental extreme outside their operating range. It is often difficult to determine when this occurs, as the primary symptom of this print quality problem could have many root causes. Since all Lexmark devices are equipped with sensors that monitor performance in real-time, we can create predictive models that capture what represents a properly or improperly functioning system. 


In this instance, we look at cartridge paddle motor torque, which monitors how hard it needs to turn the metering paddle in the cartridge. If our system detects a pattern where the torque spikes and then plummets to zero, we know that the paddle is trying very hard to turn but is unable to, resulting in it breaking and spinning freely because the print cartridge has melted. 

With this valuable insight, we automatically dispatch new cartridges to customers, as soon as our analytics engine and algorithms detect this issue – all before the customer even notices a print quality problem. 

This means the customer suffers from zero downtime, with minimal input on their part. It represents a whole new level for customer experience and service.

Predictive service success: End-to-end support and domain expertise

With higher uptime afforded by predictive service, businesses can prioritize what matters most: increasing their operational effectiveness, profitability and the customer experience.

The only way to get there is to partner with a company who owns the end-to-end IoT technology and intellectual property stack. In print, this covers everything from core print engine to device firmware, integration, software, back-end cloud platform and analytics as well as the supporting advanced device management and engineering support service. If any breakdown takes place in that chain, true predictive service simply cannot be realized. 

There are many close parallels between the print technology space, with its IoT enabled electro-mechanical devices supported by a global cloud system, to many other business critical device ecosystems. As such, we can offer our system and consulting expertise outside of print. Other manufacturers of connected devices can benefit from using predictive service with their own end customers.  Powerful business outcomes are easily in sight when you possess the right tools and expertise to successfully evolve from proactive to truly predictive.

Phil Carter is director of IoT and managed services at Lexmark, focusing on the company’s strategy, development and management for its Internet of Things (IoT) and managed services businesses. Since joining Lexmark in 1998, Carter has held leadership roles across the company, including in R&D and global services, where he led teams that developed Lexmark’s predictive service and data analytics capabilities; manufacturing and product engineering; supply chain; and cross-functional product delivery. He holds a bachelor of science degree in mechanical engineering from the University of Tennessee, Knoxville. He is also a graduate of the University of Michigan Stephen M. Ross School of Business leadership program.

Improved Barcode Labeling with FULL COLOR CAPABILITIES!

08 Feb, 2023
Finely printed color labels are key tools for businesses of all sizes, globally. Epson ColorWorks printers are often chosen to print them, especially when the need is for small batches of labels that are printed quickly. Superlative Foods of Singapore, a manufacturer of organic foods for sale there and internationally, is a good example. According to Founder Angeline Lee, “We make many products, and we do multiple test prints for each.” Her staff used to make multiple trips to an outside print shop for the required tests, but now they handle these prints and many others in-house on their own Epson ColorWorks printer, the desktop Colorworks C3510. Angeline Lee continues, “This device offers us great flexibility to bring new products to our customers at a really fast pace, with great print quality, connectivity, and a very friendly user interface. The Epson printer has enabled us to customize label printing for our customers so we can meet their every need.” Dried Fruit Labels Printed on Epson ColorWorks Printers by Superlative Foods Nut Label from Superlative Foods The challenges that Superlative Foods must overcome will be recognisable to many businesses. Superlative Foods makes dozens of certified organic snack and food products, often in flexible packaging with a colorful pressure sensitive label applied, for distribution to stores as well as hotel and airline clients. The company must print many short runs for its long list of products and do so promptly. Print must represent Superlative’s own brand or the private brand of a key customer, ingredients must be listed as required, and the inks that are used must be food-safe and water/light resistant. Epson C3510 Label Printer The Epson C3510 does all of these things for Superlative Foods, enabling the company to easily print its “high mix, low volume” queue of label print jobs as needed. It brings the young company colorful, high resolution labels on demand, eliminating any need for pre-printed labels, as well as timely, creative print. For Superlative Foods, labels meet two other key needs—regulatory compliance and environmental resistance. Lee states, “For us, Epson printers have been a good value for money. We can print different sizes of labels with just one machine…and we only print what we need! Our partnership with Epson has enabled us to better our business and provide better products to our clients.” A Printer for Every Job The Epson C3510 is part of a now famous line of digital label printers called Epson ColorWorks. Each model prints roll or fanfold, narrow format (4” or 8”) pressure-sensitive paper or film label stock in high resolution. The devices use cyan, magenta, yellow, and black (CMYK) pigment inks to yield vibrant, fade-resistant color graphics, as well as precise monochrome text and barcodes. The CMYK inks—Epson DuraBrite inks—enable Epson ColorWorks printers to rival conventional presses with their digital renderings of specified colors. Epson C830, Printing a GHS Label Epson ColorWorks printers are all tabletop or benchtop size hardware and are trim units that don’t take up much space. Each printer is 100% Epson-made, including the core inkjet heads. In this regard, Epson is nearly alone in the world as a manufacturer of both label printers and their core inkjet heads, giving Epson full control over printer design and production. Labels for Industrial Use While food labels are a regular focus of ColorWorks printers, so are many other types of labels, including industrial labels. To this end, all ColorWorks printers meet the BS-5609 specification for GHS (“Global Harmonized System”) labels, pressure-sensitive labels for chemical drums used in marine and other harsh environments. Smark Company , a California distributor of specialty chemicals for the textile, oil, and other industries, has implemented the Epson C7510 for GHS label printing at its operations worldwide. Like Superlative Foods, Smark has a high mix of low volume print jobs and a great need for timely, precise printing from in-house digital printers. Its labels must identify very different products, such as solvents. According to Michael Garcia, Smark’s Supply Chain Manager, “We previously used laser printers to produce our labels, but we had a problem with paper jamming. Ultimately, we were wasting a lot of labels and a lot of ink. With the C7510, we’re so much faster with our work. Also, the appearance of the labels is great, and the labels printed on the C7510 are more durable — a solvent can spill on a label and nothing happens to it!” Smark’s managers also praised the Epson printer for its “total cost of ownership” (cost for the printer and its supplies, over time), estimating them to be 20% lower than the costs of competing laser printers. Epson C7510 For Chemical Drum Labels – GHS Chemical Label Sample These Epson ColorWorks printers have thus “decentralised” color digital label printing, enabling businesses to print color labels for themselves on-site, as needed, and cutting their reliance on outside label converters. In the process, Epson ColorWorks printers have come to mostly connote “print-for-use” installations at such companies, rather than “print-for-pay” installations at label converters and other print service providers. At the same time, however, some Epson ColorWorks label systems do sometimes serve profitably in the operations of print-for-pay service providers, usually small ones. These companies must meet the print needs of many clients for small batches of color labels, whether for food products, industrial products, or something in between. New Additions Epson has further strengthened its product line with the recent introduction of its ColorWorks C6050 series and C6500 series. These new devices are: C6050 Series: These 4” devices include the C6050A (auto cutter) and C6050P (auto peeler). They feature a maximum print width of 108mm and a maximum speed of 119mm/s (300×600 dpi). C6500 Series: These 8” devices include the C6550A (auto cutter) and C6550P (auto peeler). They feature a maximum print width of 211.9mm and a maximum speed of 85 mm/s (300×600 dpi). These on-demand label printers feature bespoke, flexible, colour labeling as well as support for a wide range of label sizes. They further extend Epson’s range to meet the needs of small and medium-sized batch customers across a variety of sectors, including food, chemical, beverage, and manufacturing. In practical terms, this new series of label printers can print everything from tiny labels for vaping liquid bottles, to large durable labels for chemical drums. Additionally, a movable sensor enables printing on any shape without the need for a second die cut. These devices also incorporate a number of technical tools to help with printer management, configuration, and maintenance. They offer high quality, high resolution, four-color print output as standard, as well as colour matching functionality for impactful on-demand colour labels. All of these printers also feature easy integration. The Bottom Line Superlative Foods, Smark, and thousands of other companies worldwide have selected ColorWorks products because of their utility, quality, and value. The newest introduction of the CW-C6500 series provides further evidence of Epson’s strength and ongoing commitment to the needs of the market.

OMG Expands IT Hardware Maintenance Services Beyond Printers

07 Feb, 2023
OMG Expands IT Hardware Support & Services for Multi-Technologies & Brands to Improve Control of Device Uptime

The Future of Label Printing

By websitebuilder • 30 Jan, 2023
The New ColorWorks Label Printers a Game Changer for Barcode & Label Printing

OMG Updates its Logo Design

01 Jul, 2022
OMG updates its logo to compliment its expanded service offerings beyond printers, now providing support and 3rd party services and support for IT computing systems. It's new logo features a gear vector image to represent OMG's services in motion to be a focused and well-trained service provider for mission-critical hardware support and service on servers, storage, computer & printer devices important for daily operations. With resources throughout US & Canada, we provide hardware installations, onsite service repair, depot repair, preventive maintenance, parts, accessories, and supplies. OMG dedicated help desk team will manage endpoint needs from start to finish. Delivering personalized services and support for business-critical workstation devices from office operations to the warehouse.

Total Cost of Printing, Industrial Print Applications for Supply Chain

28 Feb, 2022
Understanding the true cost of printing Although there is considerable focus today around cost per page due to the increasing adoption of managed print services, there is little focus on understanding the total cost of printer ownership. When purchasing a new vehicle, it is in our best interest to not only focus on MPG, but also on anticipated maintenance costs, life expectancy, function & capability, comfort, safety, emissions, and much more. When selecting printers that are to produce the business-critical documents needed for the manufacture or movement of goods, likewise, it is in the best interests of businesses to consider far more than the only cost per page. Decision managers of companies required to print moderate to high volume or in harsh environments cannot rely only on cost per page to decide the best technology. It is necessary to consider the following aspects: Life Expectancy: Printer lifespan based on the company’s usage and print requirements. Function & Capability: How the technology will withstand the environmental conditions to which it will be submitted. Day to Day Operating Cost: Aspects of the daily use to be considered, such as consumables costs, paper, required user intervention, electricity. Sustainability: The benefits of choosing a more sustainable technology. Life Expectancy Most IT personnel would unanimously agree that the longer an asset can last, the better, as much time and expense is involved in refreshing installed equipment. The average life span for a business Laser printer is 3-5 years, assuming 1.) Print volumes are on the low end of the recommended monthly duty cycle, 2.) The environment is climate controlled with virtually no fluctuation in temperature or humidity, and 3.) The air is free from any airborne contaminants such as dust. In contrast, the average life span of a line matrix printer is around 7-10+ years, regardless of environment or monthly print volume. Function & Capability For the same reason it is unwise to consistently haul more payload than a particular truck is rated for, inappropriate printer technology placement will lead to an increasing frequency of downtime, and ultimately premature failure. Laser printers by design require clean air and precisely controlled temperature and humidity for optimal functionality and longevity. Extreme temperatures, or even variations in temperature, can cause condensation to occur within the device which can lead to electrical component failures. Airborne contaminants will build up over time on the rollers and drum which ultimately cause more frequent paper jams and print quality degradation. Humidity can cause cut-sheet media to curl, which will also lead to more paper jams, and static electricity can cause multiple sheets to stick together … again, leading to more paper jams. Line Matrix Technology is designed to tolerate a much broader range of environmental conditions as the stored energy shuttle matrix print engine is virtually impervious to temperature swings, humidity, and airborne contaminants. For this reason, Line Matrix remains the technology of choice for businesses who need to print documents or labels within industrial environments, and are unwilling to compromise on output reliability. Day to Day Operating Cost From a day to day standpoint, the hard operating costs include paper, toner/ribbon, maintenance kits (Laser only), and electricity. The soft operating costs include user efficiency related to required user intervention. Laser typically gets the win on the cost of paper, as cutsheet paper is more widely used and therefore, is more competitively priced. Line Matrix is the winner on energy consumption, and non-paper related consumables as the consumables cost per page of a typical business Laser printer is 5-6X that of a Line Matrix printer… the reason for which is the complexity and cost of Laser toner cartridges which contain chemical toner and many other components including rollers, blades, and a toner waste bin. As for soft costs, either Laser or Line Matrix could get the win as both have unique advantages. In some cases Laser may be favored if the business prefers to deal with separate cut sheets of paper, however, in other cases continuous form media holds an intrinsic value in terms of maintaining the order of printed sheets and the integrity of a multi-page document. Sustainability 10-15yrs ago sustainability didn’t have near the focus it does today, however, now most large enterprises have dedicated Sustainability Officers whose sole objective is to ensure the company is engaging in proactive initiatives to minimize the total environmental impact. Even though Line Matrix may be perceived by many to be an old technology, it remains to be the most sustainable method of printing from the standpoint of 1.) Energy consumption – ~30% less than a typical business Laser printer, 2.) Longevity – 2-3X the lifespan of Laser, 3.) Far less chemicals & materials used in the manufacture of the consumables – Printronix Line Matrix Cartridge Ribbons consist only of a plastic housing (made from 100% recycled plastic resin), ribbon fabric, ink & gears, and 4.) Considerably less consumables waste. Conclusion In summary, Laser and Line Matrix printers each have their strengths and weaknesses, however, for moderate to high volume print requirements Line Matrix is the clear winner, regardless of office or industrial environment, from the standpoint of lifetime operating cost and environmental impact cost. When printing within industrial Environments, the lead of Line Matrix will be much greater considering the environmental forces that will likely cause premature failure of Laser technology devices. 
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