Frequently Asked Questions
Products
If documents are the key vehicle by which information flows through an organization, then printers and multifunction systems play a key role in the way an organization operations. CBM specializes in understanding how to help customers select the right printers and MFP systems for your organization’s specific needs.
- Why should I replace my copier, fax and scanner with an all-in-one machine?
Not just copiers anymore, these multifunction office machines offer capabilities like:
Copying, Scanning, Faxing, Archiving, Color network printing, Secure storage and retrieval, Distribution and much more. MFPs, as they are called, are true multi-tasking machines. They can be used to copy, fax and print all at the same time. They feature 2-sided scanning, a document filing system with pin code access, direct USB port, touch screen display, thumbnail view of docs, document storage on a hard disk, 7 distribution features (email, desktop, FTP, USB, Fax, Internet Fax), and much more.
Color Printing
Color documents make a greater impact, convey emotion and help call attention to key information. An increasing number of businesses are bringing color printing in-house and can now produce high quality mailers and other communication materials.
Financing / Service Contract
Every business needs great office equipment. At CBM, we have the flexibility to customize programs to ensure you have the technology you need to compete and grow your business and still operate within your budget. Allow us to work within your budget to structure a financing solution that is right for your business.
- Is it better to buy or lease multifunctional machines?
At CBM, we recommend that our customers lease our equipment. Technology is constantly changing. Rather than invest in today’s technology, we recommend that customers lease because needs change and machines become obsolete or need upgrading.
- What would a lease include?
Our sales team will work with customers to assess their copy needs. Based on this assessment and talking with your staff, an estimated monthly copy volume will be determined. Monthly statements will be mailed to the customer on a price per copy basis. This fee includes equipment lease, service maintenance contract and supplies.
- What if my needs change and I want to upgrade the equipment?
Your account representative will work with you on a solution that fits your current needs.
- What happens to the equipment at the end of the lease?
When your lease expires, you can purchase the equipment (at fair market value), return it, upgrade it—or lease it again.
- What is covered under my Chattanooga Business Machines service maintenance contract?
1) The full commitment of all CBM employees to provide you with the very best service and satisfaction of your new equipment.
2) Training on the operation and functions of your new equipment during the installation and as needed during the life of your contract.
3) Guaranteed delivery of supplies and successful servicing of all hardware to your satisfaction throughout the life of the contract during normal business hours (8:00am – 5:00pm), excluding holidays.
4) Guarantee of optimum performance and proper operation within the manufacturer’s specification upon the successful completion of each service request cycle.
5) Fast service response is guaranteed. Our average response time is 4 hours on priority calls. If we cannot get your system repaired within 8 hours, the Technician is empowered to authorize a loaner to you until your system is up and running.
6) Guarantee that each service call will be completed in a timely manner using a multi-point checklist to verify the proper operation of each major function.
7) Guarantee of the manufacturer’s involvement for any hardware or operational concerns.
8) CBM will use only supplies and parts designed for optimum machine performance.
9) Periodic field audits by our managers of your equipment and our Customer Service Team. These reports will be available upon request.
10) Automatic notification to management of any machine that has exhibited excessive service within a 30 day period. This will generate an immediate audit of the machine and the service we are providing. Once assessed, our managers will respond promptly to resolve the situation and ensure your satisfaction.
11)Should your business grow or downsize, you will have the flexibility to increase or decrease your base service commitment to more accurately reflect your new operational requirements.
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- What is NOT covered under my CBM service maintenance contract?
The following items discuss certain services that are not provided under your service maintenance contract, but may be available upon request at an additional charge based on current rates:
1) Staples or other supplies.
2) Free service labor cost or replacement of parts damaged due to abuse or neglect or equipment use contrary to training.
3) Moving or relocating equipment within your office or at a new site.
4) Damage to machine that occurred during an equipment move if not performed by CBM.
5) After hours service.
6) Network and Connectivity issues not related to hardware after 30 days of the initial equipment installation. Our staff is fully committed to assisting your IT team resolve these issues, such as addressing, file or application errors, driver incompatibilities, etc.
Document Management
- We are running out of space. Is there some kind of software that will allows us to convert all this paper to something we can store on our network?
Yes. A document management system, such as Sharpdesk, is how digital documents are created, stored, retrieved, secured, retained, distributed and archived which results in improved efficiency and increased profitability. You will have the ability to instantly fax, email or print files directly from your desktop
- What is Sharpdesk?
Sharpdesk is a personal document management software that allows users to easily organize their scanned documents and integrate them into everyday workflow. Easy-to-use tools help you organize, edit, even combine scanned files for maximum productivity. Simply drag and drop documents. You’ll be able to browse through them within a single window.
- What is OSA?
Sharp OSA technology can transform your multifunction printer (MFP) into a powerful information portal that is highly customizable to the way you do business—today and in the future—providing fast and flexible access to documents no matter where you are in the office. Further, you can control access and track usage. With the external keyboard, you will feel like you are simply using a workstation.
- What is Intact Smart?
This software is a simple solution to document management. It can turn your multifunction printer into the center of productivity of any business. Imagine having any document—contracts, emails, invoices—absolutely any piece of information, merely a fingertip away. This document management software can help you create a fully automated process from beginning to end. Document searching and automation are as easy as pointing and clicking. Minimize the amount of time spent searching for and distributing documents. Maximize your time and core responsibilities. Intact Smart also works with your software, such as QuickBooks. It is safe, secure and efficient.
Scanning
- How will scanning documents help my business?
Scanning documents is now a necessity in businesses of all types. It is vital that businesses have the capability to convert paper-based information into an easily transferable form. With a multifunction system, creating an electronic document from a paper-based document has never been easier.
Scan to email – This is the most common form of scanning today. As more of your customers are expecting to receive documentation via email, scanning to email is rapidly becoming a more critical business requirement. The scan to email function of most multifunction systems will allow for LDAP connectivity (the ability to utilize corporate address books), authentication to prevent unauthorized access, and the ability to communicate directly with the intended recipient.
Scan to file – This is the simplest form of scanning. Our multifunction systems allow for scanning of any paper-based document to virtually any network folder. The “scan to” location can be any network shared folder, internet folder (FTP) or a user’s individual desktop.
Scan to OCR (optical character recognition) – This allows for users to convert their scanned documents into word editing applications such as Microsoft Word. Using OCR, there is never a need to retype a document.
Scan to electronic document management systems (EDMS) – This is quickly becoming a common requirement for businesses. As businesses streamline their workflow processes and make documents available to more users with greater security, they are implementing more sophisticated electronic document management systems. In many cases, it is possible to name and index files directly at the multifunction system’s interface for added document storage efficiency.
Troubleshooting
- How do I get rid of lines on my copies?
The most common cause is a dirty “slit” glass—a problem that can easily by solved by the operator. First, in order to determine if the slit glass is the problem, note whether the lines appear on all copies or just the ones fed through the document feeder. If copies made off the glass or from print jobs are free of lines, a dirty slit glass is the likely culprit. These lines are caused when originals are scanned and fed over the slit glass. Any small piece of dirt or toner on the slit glass will show up as a line.
To solve this problem, carefully lift up the document feeder to locate the slit glass. It is a thin (about an inch wide) piece of glass that runs from the front to the rear of the machine next to the large exposure glass. On some models, the slit glass is part of the large exposure glass. To clean the slit glass, use a non-abrasive towel with alcohol or glass cleaner.
If copy lines or problems persist after cleaning, place a service call. Our dedicated service professionals will help address your photocopying problems in a timely manner.
- How can I clear a paper jam?
Here are some troubleshooting tips that might help you prior to placing a service call.
Paper jams in the duplexing tray – Check for excessive paper curl (paper may be moist-a common summer problem). Try fresh paper.
Paper is jamming in the fuser (or exit) – Check for paper or other obstructions in paper path.
Paper is jamming in the sorter – Open sorter and look for paper. Also look into end of sorter bins for paper
Paper jam can’t be located
- Reset copier by turning off, unplug sorter and copier, then plug back in, turn on.
- Check behind large paper feeder.
- Check under drum area.
Paper jams in the cassette
- Make sure paper is loaded correctly and not overfilled.
- Check to see if side guides are too tight.
Paper jams in my document feeder
- Check for foreign objects (staples, paper clips, post-it-notes) in feeder entrance and exit.
- Card stock or lightweight originals cannot be used in document feeders.
Still having trouble? Schedule a service call by emailing us at dispatch@cbmtn.com
Tips & Tricks
Reduce scan file size
New scanning features on multifunction systems have many people scanning. However, scanning at high resolutions can take up a lot of disk space and lead to large email attachments. Reducing scan file sizes is simple: choose Black & White (color scans create files that are more than 2X larger than black & white scans); choose a Lower Resolution (for regular business information, choose 300 dots per inch) and the file will be ¼ the size of a 600 dpi scan.
Scan to email instead of faxing
Scan-to-email features on new multifunction systems allow you to send scanned documents as PDF email attachments. This is an environmentally-friendly alternative to faxing since the document is not automatically printed at the receiving end. Instead, the recipient can view the PDF, forward it, or save it. If it needs to be printed, it is up to the recipient. Also, there is more privacy. Security is low with documents sitting on the public fax tray.
