The Death of RPA: From Managed Print Services to Intelligent Automation

Reading "RIP to RPA: The Rise of Intelligent Automation" by Kimberly Tan has been a lightbulb moment—a new way to see the Managed Print Services (MPS) platform. Tan’s insights on how AI is replacing traditional labor-heavy tasks with intelligent automation struck a chord. MPS has long wrestled with the repetitive and manual, but imagine if we could take it beyond managing print jobs to actually reshaping entire document workflows. 

With AI and LLMs stepping into RPA’s shoes, we’re looking at a future where MPS providers might evolve from printer custodians to strategic partners in workflow automation. This isn’t just about improving efficiency or cutting costs; it’s about redefining the whole MPS platform to unlock smarter, end-to-end solutions for our clients. Let’s dive into how IA might transform MPS for the better.

Transforming Managed Print Services: From Print Control to Intelligent Workflow Automation.

Let's talk real change—the kind that can turn Managed Print Services (MPS) on its head and give it new life. We're not just talking about traditional Robotic Process Automation (RPA), that familiar old friend that sticks to simple scripts and rules. Nope. We're talking about intelligent automation (IA) driven by Large Language Models (LLMs) and AI. Think of it as RPA's ambitious sibling—one that can actually flex with unstructured data, respond to diverse inputs, and handle a mess of variables. In other words, the kind of automation that could transform MPS from just "print management" to a bona fide engine for workflow efficiency.

Here's the deal: intelligent automation is more than a tool; it’s a doorway to two big opportunities. First, you’ve got your horizontal enablers—those foundational tools like document capture and workflow automation that every industry can benefit from. Second, **vertical automation solutions** are custom-built for specific sectors like healthcare, logistics, and finance. When applied right, IA can cut costs, streamline workflows, and open up entirely new revenue streams. Let’s look at what IA could mean for MPS.

1. Streamlining Document-Centric Tasks in MPS

   

Workflow automation isn’t just a nice-to-have; it’s critical for any MPS provider looking to stay relevant. IA could automate the mundane but essential tasks that keep MPS running: managing print queues, processing scanned documents, and routing data from paper forms into digital systems. It can do these things faster and more accurately, reducing the need for human intervention and the inevitable human error. The impact? Leaner operations, lower service costs, and faster turnarounds—all while enhancing customer satisfaction by delivering on promises faster and better.

**Pro Tip:** Start by identifying manual tasks that eat up service time and are prone to errors. For many MPS providers, that means any process involving data entry, queue management, and print-job routing. Automate these, and you’re halfway to streamlined, reliable workflows.

2. New Service Models: Beyond the Basics

Let's face it, traditional MPS—handling printers, managing supplies, fixing jams—can feel limiting. IA can take your offering from print services to full-blown workflow automation. Imagine positioning yourself as the one-stop shop for end-to-end document management, from capture and digitization to routing and processing, all handled by intelligent systems. You become more than just the “printer guy” and transform into a workflow consultant, with IA as your ticket to differentiation.

**Sell Smart:** Focus on the big picture. What IA offers isn’t just “better printing.” It’s a more efficient, error-free way to manage document flows. Talk to clients about reducing the need for physical document handling, which means less downtime, lower costs, and fewer headaches.

3. Upgrading Customer Support and Service

AI-driven automation can boost customer support—think virtual agents for handling routine inquiries, monitoring print supplies, and even proactively troubleshooting issues. If the printer’s running low on toner, an AI can order it automatically before it becomes a problem. IA-driven customer support means quicker response times and lower support costs. It’s like having a 24/7 team on-call without the expense of keeping a large human team around.

**Best Practice:** Instead of merely reacting to customer issues, set up a system that predicts and prevents them. Proactive support is the new name of the game, and IA can help you offer it in ways that save time, reduce hassle, and keep your clients loyal.

 4. Vertical IA Solutions for Industry-Specific Workflows

Industries like healthcare, logistics, and legal rely heavily on paperwork and documentation—and IA can dig right into those document-heavy processes. For example, healthcare MPS could help with patient referrals and recordkeeping, while logistics might benefit from automated invoicing and order tracking. Vertical-specific IA allows MPS to offer industry-centric value, making you more than just a tech vendor but a partner in their specific business needs.

**Pro Tip:** Dive into the verticals where your clients work. If you serve healthcare, familiarize yourself with the nuances of HIPAA compliance and patient record handling. If logistics, learn about supply chain management. The better you understand their world, the better you can sell solutions that genuinely help.

 5. Leveraging Data for Smart Decision-Making

IA doesn't just automate tasks; it collects valuable data along the way. With real-time analytics on usage patterns, costs, and device status, MPS providers can give clients insights they didn’t even know they needed. Predict when a printer might go down, manage supplies in real time, and help clients see exactly where they could save. With IA, you’re not just managing printers—you’re delivering data-driven insight into document and print management.

**Action Step:** Talk to clients about the power of data-backed decisions. Walk them through the cost savings of predictive analytics, real-time supply tracking, and proactive maintenance. They’ll start seeing you as a partner in optimization, not just a vendor.

The Bottom Line: From MPS to Comprehensive IA Solutions

Intelligent Automation is a game-changer that could reshape Managed Print Services, taking MPS providers from “managing printers” to offering comprehensive document-centric automation. The future of MPS isn’t in keeping printers running; it’s in driving smarter, faster, and leaner workflows that help businesses reach their goals. IA is the new frontier—embrace it, and you’ll be right there on the cutting edge, ready to lead your clients into a more efficient, automated future.

So take a step beyond paper and ink. Embrace the power of automation, show your clients how MPS can fit into their world of smart workflows, and position yourself as the solution that saves time, cuts costs, and transforms the way they do business. 

Sell on!