Evolving the print service industry from reactive support to strategic enablement

By Andries Pretorius, Altron Document Solutions Head of Business Transformation

The changing narrative of the print industry

The conversation around the print industry often focuses on decline, shrinking volumes, digital alternatives, and environmental impact. But that’s only half the story. The real shift isn’t about whether we print, but how we support the environments where printing still matters.

The world print market was valued at $910.8 billion in 2023 and is projected to grow at a +1.7% CAGR, reaching $988.6 billion by 2028.

Why production print still matters

• Production print remains essential across multiple sectors:
• Healthcare relies on patient records and pharmaceutical labelling.
• Financial institutions depend on secure document production for compliance.
• Education requires textbooks and exam materials for effective learning.

The challenge is not a lack of demand but the ability of service providers to evolve and provide value.

From reactive to proactive service

Traditional service models were reactive—waiting for breakdowns and rushing to fix them. This approach wastes resources, extends downtime, and leaves customers frustrated.

Forward-thinking providers now harness data, AI, and machine learning to predict failures before they happen. Predictive maintenance has proven to reduce downtime by up to 35%, while the global predictive maintenance market is expected to grow from $10.89 billion in 2024 to $122.8 billion by 2032.

Altron document solutions: delivering intelligent service

At Altron Document Solutions, we are already transforming service delivery:

• Remote Connect enables automated fault alerts, remote diagnostics, and proactive supply management.
• We’ve achieved 22% reduction in mean time to repair (MTTR), 31% faster response times, and resolved 65% of issues remotely.
• This shift reduces costs, boosts uptime, and empowers customers through smarter, faster service.

Empowering customers with remote and AR tools

Remote service capabilities allow real-time diagnostics, guided operator interventions, and immediate fixes. Augmented reality (AR) tools further empower operators to perform basic maintenance and repairs under expert virtual guidance.

This move from dependency to empowerment transforms customer relationships into true partnerships. Sustainability through circular economy principles

Proactive and predictive service also reduces environmental impact:

• Fewer technician trips cut fuel emissions.
• Parts rework and reuse extend equipment lifecycles.
• Smarter maintenance schedules reduce waste.

Altron Document Solutions’ parts rework programme has already reduced component waste by 44% in key areas, aligning service excellence with sustainability.

Investing in people for lasting transformation

Technology alone is not enough. Skilled technicians remain central to delivering customer value. With 54% of printing companies reporting a digital skills gap, investing in workforce upskilling is critical. Altron Document Solutions invests heavily in training to ensure our people provide consultative value alongside technical expertise.

The new role of print-service providers

The print-service industry must stop competing only on speed or cost and instead deliver strategic enablement. Customers reward providers who demonstrate how service impacts their success. Those who cling to reactive models risk being left behind.

The future of service isn’t about fixing problems faster. It’s about ensuring they don’t happen in the first place.

Conclusion

Altron Document Solutions helps businesses evolve their service models from reactive support to strategic enablers of success. By integrating predictive maintenance, remote capabilities, sustainability initiatives, and skilled people, we deliver value that goes far beyond cost reduction.