Case Study · Managed print & document solutions
Unity Document Solutions
Excellent service, finally matched by the digital presence to prove it.
- Client
- Unity Document Solutions
- Sector
- Managed print & document solutions
- Services
- Web Application Development · Business Consultancy · Managed Websites & Hosting
The situation
Where they started
A managed print and document solutions specialist with a genuinely strong service reputation, a dated website, and clients ringing the office for information they could reasonably expect to look up themselves.
The challenge
What it was costing them
Every routine phone call — what's my toner level, when's my next service, can you resend that meter reading — was a small tax on a team that should have been selling. Meanwhile the website was quietly undermining a business that outperformed its competitors in person.
The approach
How we worked through it
Separate the shop window from the workshop
We mapped which conversations were sales and which were service. The answer shaped everything: a clean corporate site to win the business, and a portal to look after it once won.
Corporate, not corporate-boring
A refreshed brand and a clear, professional marketing site — deliberately calm and credible for a sector where buyers are comparing service contracts, not chasing novelty.
A portal clients actually log into
Fleet status and toner levels, meter readings, supplies, service requests, usage-by-department analytics, CO₂ reporting and an AI assistant — plus a staff console to run the whole thing. The features were chosen from the phone calls, not from a feature list.
Alerts that fire before the customer notices
A background sweep watches toner levels and raises the alert automatically, so a supplies conversation starts with Unity getting in touch — not the customer running out.
The result
What changed
Clients now self-serve around the clock, and the support conversations that do happen start with context rather than questions. The business finally looks online the way it performs in person.
What's next
The relationship carries on
Ongoing hosting and care, with the portal's reporting expanding as clients ask for more of their own data back.
Solutions used
How we built this one
Could this be your story?
Every project here started with a free, no-obligation conversation. Yours can too.
Book a Free Demo More case studies