01732 759725 ONE-TO-ONE 46 Michael Bailey, Chairman, EBM Managed Services Industry insight Microsoft, Vade Security and Acronis. As a reseller, we obviously don’t have the R&D capabilities of a manufacturer, therefore we find these partnerships key to scouting out the best and most applicable innovations to showcase to our customers. Q: With artificial intelligence fast becoming mainstream, how do you see this impacting your go-to-market strategy, product roadmap, and indeed the wider channel? A: With AI, we are already making more informed decisions based on data analytics. This helps marketing strategies, and overall business operations and has significantly improved customer interaction which has resulted in higher customer retention. We’ve also used AI to automate routine and repetitive tasks, leading to increased efficiency in various business processes. This has freed up resources so we can focus on more strategic aspects of the business. Q: What do you see as the key challenges or pain points businesses are facing in today’s hybrid working model and how can you help your partners/customers to address these? A: A key challenge for SMEs is upgrading legacy on-premise software to either a web-based application or migrating to a cloud-based server such as Azure. Some software is so deep routed within organisations, IT Managers struggle to gain the confidence and backing from stakeholders to make the switch. The ones which do experience massive organisational-wide benefits which contribute enormously to the hybrid working model. For example, once you no longer have on-premise software you can embrace products such as Microsoft Intune, replacing AD enabling far greater remote management of IT assets. The IT department doesn’t have to support VPNs for each user to access company data when it can be stored in SharePoint or Teams, simplifying the IT infrastructure and reducing the burden on personnel. Q: What’s currently having the greatest impact on your business? A: Simply put, the cost of success. Whilst we’ve seen macroeconomic impacts like most SMEs, such as the increased expenses related to natural resources and commodities affecting costs ranging from toner and parts, to hardware, the real impact on the business in the last two financial years has been investment to sustain growth. EBM has heavily invested in purchasing and renovating a 6,000 sq. ft office and warehouse and expanding the workforce. However, we can already see return on this investment, it’s also laid the foundation for future generations of the EBM workforce and cements our aims to become the local employer of choice for personal development and well-being. Q: How do you stay ahead of the curve and ensure that your company remains at the forefront of innovation? A: Because our approach is different from traditional industry companies, we have a unique view on the market and how we work within it. For example, we were an early adopter of selling multiple services, rather than being a print-only vendor. This has enabled EBM to be at the heart of new technology launches with large names such as EBM has always taken a consultative approach with these challenges. Ensuring every step of the way we guide and walk our customer though the journey. Once we come out the other side, we’ve always received great feedback from end-users on how much easier the hybrid working model has become because of it. Q: Looking towards the future, what do you envision as the next big breakthrough or game-changer in the industry, and how is your company preparing for it? A: We believe that AI is and will be a clear game-changer for SMEs and the daily operation of the business. If SMEs embrace advancements in AI, we are going to see a shift in the workforce away from data entry and processing roles which AI will carry out. However, from researching this topic over the last few years, the general thinking is that like most new technologies, whilst AI will replace roles, it will also create new opportunities within the employment market. How this is going to affect the product side of things such as an MFP remains to be seen. Q: What advice would you give a young person starting a career in the industry? A: Despite the general negativity around print and the suggestion it's a declining industry, it's far from that. Numerous opportunities exist for individuals seeking a rewarding career, whether in sales or operational sides of the business. At EBM we operate a meritocracy, where everyone is rewarded based solely on their merits. Part of this has enabled us to take on fresh, exciting and talented individuals. Training them to an increasingly high standard of best practice. With someone like me coming to the later stages of my career, it is fantastic to see the next generation taking over with new ideas and witnessing them drive success. www.ebmltd.co.uk Michael Bailey
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