Customer Background
The Sirius Group is a leading UK civil engineering and remediation provider, delivering complex environmental and infrastructure projects from their four regional offices across the country. With teams operating on-site and in the office, reliable print and document infrastructure is essential to keeping projects on track and maintaining the flow of technical drawings, compliance documentation, and day-to-day business communications. Their partnership with Mastercopy has now spanned over 15 years.
The Challenge
Before switching to Mastercopy, The Sirius Group worked with a Xerox franchise provider. While the equipment itself was capable, the support fell short of what a multi-site business requires. Remote support was unreliable, with issues frequently going unresolved for extended periods. Service delays were common, and the lack of proactive maintenance meant that problems often escalated before they were addressed. For a company with four offices spread across the UK, this was not sustainable.
How Mastercopy Helped
Mastercopy stepped in with a fundamentally different approach to service delivery:
- National support coverage — Mastercopy provided consistent, high-quality support across all four of The Sirius Group's regional offices, ensuring that no site was left waiting regardless of location.
- Proactive maintenance with monitoring technology — rather than waiting for problems to be reported, Mastercopy deployed remote monitoring technology to track equipment health in real time. This allows potential issues to be identified and resolved before they cause disruption, dramatically reducing downtime.
- User-friendly solutions — Mastercopy ensured that all equipment was configured to be as intuitive as possible for end users, reducing the need for IT intervention and improving productivity across the business.
- Responsive engineering support — when on-site visits are required, Mastercopy's skilled engineers respond promptly, carrying the parts and expertise needed to fix issues first time.
Impact and Results
- Dramatically reduced downtime — proactive monitoring catches problems before they affect users, a stark contrast to the previous provider's reactive approach.
- Consistent national service — all four offices receive the same reliable standard of support, eliminating the frustration of regional service gaps.
- Improved staff productivity — user-friendly equipment and fast issue resolution mean staff spend less time dealing with print problems and more time on project delivery.
- 15+ years of trust — the longevity of the partnership speaks for itself, built on reliability, honest communication, and a genuine understanding of the business.
“Before Mastercopy, we were stuck with a provider who couldn't deliver reliable support to our offices around the country. Service delays and unresolved remote support issues were a constant headache. Since switching to Mastercopy over 15 years ago, the difference has been night and day. Their monitoring technology means problems are caught before we even notice them, and when we do need an engineer, they're there quickly. It's the kind of service every business deserves but few actually get.”