Data Products, a multi-brand dealer serving clients in the public and private sectors in Mexico and Central America, replaced its previous MPS with DOQSOFT MPS in a guided 4-month migration that involved running both systems in parallel and caused zero disruptions for end users.
Data Products (Dataproducts de México) is a multi-brand dealer that serves clients in the public and private sectors in Mexico and Central America. Its operations involve managing heterogeneous equipment fleets across distributed offices, maintaining continuous availability for a wide range of client profiles—from government agencies to private companies—and providing operational reports in accordance with the SLAs required by each contract.
In 2020, Data Products was looking to replace its previous MPS provider. Prices had gone up and local support was no longer available —but the problem went beyond cost. The real pressure was coming from the operational floor:
We needed something that fit our budget and offered close support.
Their biggest daily headache was the 250 monthly tickets that overwhelmed the technical team and impacted SLAs with their end customers. Each ticket was a reactive issue that took hours to resolve—and the model wasn't scalable.
Added to this was a critical limitation: the previous software (Print Audit) only ran on Windows. As its customers began adopting macOS and Linux systems, this restriction ceased to be a mere technical detail and became a business barrier—there were contracts that Data Products could not fulfill for purely platform-related reasons.
In short: three simultaneous challenges. Rising costs from the previous provider. A technical team overwhelmed by reactive support tickets. And a coverage cap that was limiting growth.
Data Products evaluated alternatives on the market and chose DOQSOFT MPS for three specific reasons:
The transition to DOQSOFT MPS took four months. During that period, the old system (Print Audit) ran alongside the new platform to ensure operational continuity. The Data Products team migrated agents and dependencies during controlled windows—without their end customers noticing any interruption in service or a drop in the reports they received.
With 90 days to go before final implementation, Data Products’ operational KPIs were broken down into two critical dimensions:
From 250 tickets per month to 100. Stable agents and proactive monitoring eliminated a significant portion of the incidents that previously reached the technical team on a reactive basis.
From Windows only to Windows + macOS + Linux with a single agent. This opened the door to contracts that Data Products previously couldn't handle for purely platform-related reasons.
The support hours freed up were redirected to value-added services for their clients—more consulting capacity, more time spent on client accounts, and a better end-customer experience.
Beyond the metrics, there was a fundamental operational shift: the time saved on support was reinvested in value-added services for their customers. What used to be a reactive operation became time spent growing each customer’s account.
An excellent app.
