USE CASES

Type of Setup: Printer vendor and retailer partnership (B2B2C)

PROBLEM

Despite strong demand for ink subscriptions, many customers fail to complete the registration process after purchasing a new printer. The process is often perceived as too complicated or is abandoned due to technical installation issues, resulting in a low conversion rate from subscription purchase to active use. This not only frustrates customers—who miss out on the convenience of always having ink—but also limits recurring revenue opportunities for both the vendor and the retailer. Additionally, support teams are burdened with questions about setup, registration, and technical issues, while missed activations mean customers are less likely to remain loyal.

SOLUTION

Service Planet has redesigned the process to remove these barriers. With the Printer Pack service, each printer is delivered pre-registered for instant ink and includes a two-step free ink credit incentive: customers receive an initial print credit at setup, and a second credit after contacting Service Planet’s first-line support center. This motivates customers to call, where trained agents can guide them through registration, help select the right subscription, and provide remote support for any installation or technical problems. As a result, conversion rates to active subscriptions have increased significantly. Customers enjoy seamless printing and the benefits of a managed ink subscription, while both retailer and vendor benefit from higher subscription activation, increased loyalty, and improved customer satisfaction.