How an MPS provider deflected 60% of supplies and meter tickets — and protected its per-page margin

At a glance

Result	Metric
Supplies and meter tickets resolved automatically	60% of tickets resolved without a human agent
First response time	From a 3-hour average to under 10 seconds
Manual meter-read chasing	70% fewer meter-read follow-up tickets at month-end
Support cost per device per month	Down 35% across the managed fleet

The problem: the queue was full of questions the data could already answer

An MPS provider's ticket mix is unusually predictable — and that was exactly the frustration:

• Supplies reorders dominated the queue. Customers requested toner that Printanista/FMAudit monitoring had already flagged and, in many cases, auto-fulfillment had already shipped. Each duplicate request still took a human lookup to confirm.
• Meter-read and billing questions spiked every invoice cycle: "Why is my page count this high?" "Did you get our meter read?" Answering meant cross-checking FMAudit data against e-automate billing, ticket by ticket.
• Month-end meter chasing. Devices that missed automated reads triggered a manual follow-up scramble that swallowed days.
• Margin erosion. On a per-page contract, every human-handled routine ticket cuts directly into margin. Support volume grew with the fleet; the contract revenue per device didn't.
• After hours, supplies requests and billing questions just queued for the morning.

Nothing here was hard. It was voluminous, repetitive, and expensive — the exact profile AI should absorb.

The solution: Auralis on the queue, Printanista/FMAudit and e-automate underneath

The dealer deployed Auralis with its device and billing data connected:

• Autopilot handles supplies and billing conversations on chat and messaging. When a customer asks for toner, it checks the request against fleet monitoring data from Printanista/FMAudit and contract records in e-automate — so it can answer "a cartridge shipped Tuesday against your contract" instead of opening a ticket.
• Answer takes the same requests by phone, 24/7, with transcription and sentiment on every call.
• Meter-billing questions get real answers, not holding replies: page counts, read dates, and invoice line items explained from the customer's own data.
• Assist preps escalations for the human team — account, device, monitoring history attached — and Audit scores every conversation for quality.
• The Knowledge Center governs it all: contract terms, supported-device guides, and billing policies live in one approved source, so the AI never improvises an answer about someone's invoice.

The results

The routine tickets stopped reaching humans. 60% of supplies and meter tickets now resolve automatically — inside the up-to-~70% auto-resolution Auralis supports — and first response dropped from a 3-hour average to seconds on every channel, including nights and weekends.

The margin story is the one the leadership team watches: with routine volume deflected, support cost per device fell 35%, which on per-page contracts flows straight back into the deal economics. Month-end got calmer too — 70% fewer manual meter-read follow-ups, because customers ask the AI and the AI reads the data. The human team now works exceptions and account relationships, not toner lookups.

"Every toner call we handled by hand was margin walking out the door. Now the AI answers from our own FMAudit and e-automate data, and my team touches maybe a third of what they used to." — Support Operations Leader, US/Canada multi-location MPS dealer (anonymized)

Run the numbers on your fleet

If you bill per page, deflection is margin. See what Auralis would do with your ticket mix and your device data.