Toner Support: How a Bulgarian Company Redefined Toner Cartridge Recycling and Successfully Digitized Its Business with InfoServ CRM
About Toner Support and Their Mission
When Toner Support started operations, the team’s core vision was to create a business that combines economic sustainability with environmental responsibility and contribution to the local economy. Over time, this vision evolved into a real company with a high-tech ecosystem serving both businesses and end consumers.
Toner Support is not just a consumables reseller—it actually manufactures its own product. The core activity involves recycling and restoring toner cartridges through a complex reengineering process. Original cartridges are used, keeping the shell intact while all worn-out components are replaced. This allows the creation of a new, high-quality, highly compatible product that competes with OEM cartridges—at a better price and with a significantly lower environmental footprint.
The company has developed two key product lines: Blackboard—designed for business partners, with all components replaced for maximum durability, and streaming cartridges, offered through the subsidiary TonerStream—targeted at end customers, where only the worn parts are replaced. In both cases, the goal is the same: sustainability and high performance.
"OEM systems often use encapsulated designs that prevent reuse. Toner Support successfully develops methods to disassemble and restore these cartridges, extending their life and reducing waste."
Toner Support’s Encounter with InfoServ CRM
The integration with InfoServ CRM gave a significant boost to the business. About five years ago, during a period of technological transition, Toner Support was searching for a CRM solution to build upon their existing system. They chose the Bulgarian company DAN Electronic and its CRM solution InfoServ, driven not only by technical capabilities but also by the human approach of the team and its alignment with the local business environment.
Toner Support uses InfoServ CRM as its main system for managing customer communication, organizing internal tasks, and analyzing user behavior. The CRM was implemented more than three years ago, at a time when a more flexible technology infrastructure was needed to enhance existing processes and make them more efficient.
Their previous system, while detailed, had reached its performance limit. This prompted the team to rebuild their ERP architecture and seek a partner for CRM functionality. This led to choosing InfoServ—a Bulgarian solution that combines technological reliability with a personalized approach and a deep understanding of the local market. This trust and flexibility proved key in choosing DAN Electronic and InfoServ CRM.
Changes After the Integration
One of the most significant changes after integrating InfoServ was the unification of the three main communication tools—phone, email, and Viber—into one centralized platform. This made working with clients much easier, as each inquiry is automatically routed to the correct employee, with no risk of missed or forgotten communication.
The full history of every customer interaction is available to the whole team—new employees can easily review past conversations and understand each client's needs and specifics. This provides a major advantage during staff changes or absences, ensuring continuity in communication and work.
The task management functionality in InfoServ enables Toner Support to delegate responsibilities and track progress in real-time—whether it's related to the sales or service department.
This eliminates the risk of missed instructions or unclear agreements by email or phone. Moreover, the CRM mobile app, which the Toner Support sales team uses actively, ensures employees stay fully connected even outside the office and can communicate effectively with customers from anywhere.
The system automatically creates customer profiles, synchronizing data from the company’s external ERP system. Orders received via email are recognized, linked to the correct client, and marked as online orders. This allows for quick and accurate response and simplifies behavioral analysis.
One of Toner Support’s strategic goals is to anticipate when a customer begins to reduce their consumption—and respond promptly.
Although consumption dynamics don’t always allow precise forecasting, the system enables the team to filter for potential risks. This way, they can proactively reach out to customers, identify the reason for changes, and offer appropriate solutions.
The System Improves Team Performance
Integrating features like click-to-dial allows employees to make calls through InfoServ directly from their ERP system, eliminating the need to manually search for contacts. This accelerates order follow-ups, improves communication, and boosts customer satisfaction.
"The entire service process is much more streamlined, and customers feel understood and valued. The impact of implementing InfoServ CRM is tangible across the entire business."
"InfoServ is not just a CRM system—for us, it’s a technology partner that provides a stable foundation for development, digitalization, and sustainable business management. This partnership is part of our broader vision for a responsible, innovative, and customer-centric company."
How InfoServ CRM Transforms Business
The InfoServ software platform plays a key role in Toner Support’s modern and sustainable growth, providing a solid backbone for all communication, organization, and customer service activities. In an environment where information can easily get lost in emails, phone calls, and chat apps, InfoServ offers a centralized and transparent approach. Thanks to its integrated modules—from ticketing to automated tasks and a mobile app—the system eliminates gaps, improves response speed and quality, and ensures team continuity.
For companies like Toner Support and Toner Stream, working with thousands of clients across both B2B and B2C segments, this software infrastructure is fundamental to building a predictable, agile, and competitive way of doing business.
"This combination makes us not just a software provider, but a strategic partner in digitalization and business growth."
Toner Support and Toner Stream: A Model for Sustainable Growth
Toner Support and Toner Stream are prime examples of how a sustainable business model can become a real economic force with long-term impact on society and the environment. As pioneers in toner cartridge recycling and restoration in Bulgaria, they combine advanced technical know-how with a deeply rooted philosophy of responsibility—to customers, to nature, and to the country. Their main contribution lies in building a circular economy, where instead of generating new waste, existing resources are reused with high quality and long lifespan. This leads to significantly reduced use of new materials, minimized waste, and a smaller carbon footprint.
At the same time, their business model stimulates economic activity in Bulgaria by creating highly skilled jobs, engaging local professionals, and developing expertise in a field traditionally dominated by large international manufacturers. Toner Support and TonerStream prove that a Bulgarian company can not only compete but also lead the direction of development for an entire sector. They are setting a new industry standard focused on quality, sustainability, and social responsibility—making them strategically important to Bulgaria’s modern economic transformation.
Company Profiles
Toner Support is a Bulgarian company with over 15 years of experience in recycling and restoring toner cartridges for printing equipment. Its main focus is the B2B segment, where it offers high-quality alternatives to original printer consumables. The company doesn’t simply assemble products—it engineers sustainable and economical reusable cartridges. Every step—from sorting and diagnostics, through reengineering and testing, to logistics and service—is performed locally in Bulgaria.
The Toner Support team combines engineering expertise with a long-term vision for sustainable business. Their specialists—from technicians to the sales team—are highly qualified and pay close attention to detail. They create solutions tailored to market needs and end users. The work at Toner Support is built on principles of transparency, technological innovation, and long-term partnership. This is what allows them to develop their second brand, TonerStream.
TonerStream is the B2C brand targeting end consumers. Through this line, Toner Support reaches individual customers and small offices by offering streaming cartridges—products where only the necessary components are replaced after specialized diagnostics. This ensures a more affordable price, conserves resources, and still guarantees high quality. TonerStream employs a reverse logistics model—customers return empty cartridges, receive a discount, and contribute to a closed loop of sustainable consumption.
InfoServ CRM is a product of DAN Electronic—a leading Bulgarian software company with over 30 years of experience in designing and developing business management systems. Over the past two decades, the company has focused entirely on its proprietary communication platform InfoServ and the technology solutions based on it: CRM, Call Center, and Helpdesk systems.
Its long-standing clients include major banks and insurance companies, as well as fast-growing tech and tourism companies, including: UniCredit Bulbank, Central Cooperative Bank, Armeec Insurance, Groupama, Generali, BORICA, iCard, In Time, Bulgarian Posts, Apollo 2000, Pamporovo, Albena, Wave Resort, Grifid Hotels, Grand Hotel Resorts, Top Rent A Car, SkyShop Bulgaria, Barcode Systems Bulgaria, Culligan Bulgaria, Address Real Estate, CT Gaming, Efbet, PalmsBet, Bulgarian Sports Totalizator, and many more.
The multifunctional CRM, Call Center, and Helpdesk system InfoServ helps improve customer service and workflows in businesses of all kinds.
Request a free demo of the software solution and explore its many features firsthand.