01732 759725 48 no reason we can’t support other IT‑related needs. Q: When selling MFPs, what are the most popular software solutions you provide and why? A: Ricoh Smart Integration, Cloudstream and DocuWare are the key solutions currently. Q: If you could change one aspect of your job, what would it be and why? A: I’d like more face to face meetings. Meeting in person gives a better understanding of a customer’s environment and uncovers additional opportunities. It also helps build stronger relationships and ensures we’re offering a complete solution rather than just discussing lease costs and volumes. We understand that we have a vehicle to deliver what we deliver, but you also pick up on other opportunities through the people you’ve partnered with. They’ll say, ‘look, here’s an opportunity’, and that helps us build a wider network around us so we can offer a complete solution to all our clients. Q: How do you spend your week – time on phone, face to face meetings with customers etc.? A: It is a mix and I’d prefer more in‑person meetings. As a growing company, we all stay involved in every part of the business and help out with deliveries, installations, PDI, etc. I do think that understanding every aspect of the business helps identify improvements and streamline processes. A director who only focuses on one area can miss opportunities to refine how the whole business operates. Q: What would make your job easier? A: Greater transparency from clients. We invest significant time and effort into personalised service, but too often customers don’t respond or provide updates after receiving proposals. Communication should work both ways. Even if we don’t win the business, a simple update or feedback would be very welcome. understand that it’s going to cost a little bit more is a challenge. Q: Which OEMs do you partner with and why? A: I’ve dealt with Ricoh for 15 to 20 years, I do think they’re a market leader within the laser product offering. I think they have the best platform, the best range of equipment and the best support in the background. Their complementary software solutions, Ricoh Smart Integration and Cloudstream for example also add value, as leading with software helps demonstrate added value beyond hardware. We also work with Epson and Brother for A4 devices. The distribution model works for us, the ability to access fast delivery, often nextday is great, and their support and persistence to want to continue to do business with us in an ever-changing market, is really strong. We also have good relationships with our finance partners, CF Corporate, PEAC and BNP Paribas. Q: What are your customers most interested in currently? A: Software and IT services. We’ve launched Digitec MSP, our new managed IT services division, to meet this growing demand. Q: How have you changed/are you changing business operations to exploit new opportunities? A: We are adapting as a business, as I mentioned we’ve set up Digitec MSP. We’ve got a well-established client base, and we’ve been going for 10 years. We’re now leveraging that client base to expand into IT services, VoIP systems, cost-per-seat IT models, and workflow‑enhancing software. A major upcoming opportunity is e-invoicing, by April 2029, all businesses must have an e-invoicing platform, and we aim to help customers integrate this into their systems. We’re also focusing more on visitor sign-in systems, offering bespoke solutions. Overall, we’re drawing on our existing trusted relationships, if customers rely on us for print, there’s Q: What do you see as the biggest challenges facing channel businesses today? A: We’re one of the only industries where we’re still expected to reduce prices. Prospects will look at their existing contract and expect us to reduce the costs, even when they are unhappy with their current service. They want a premium service for less money. In new business scenarios, when they don’t know us, it remains a price-driven market, so we have to put ourselves across in the best way we can but still be very competitive on the cost. Our costs as a business continue to rise, we’re paying higher business rates and taxes, and we’re facing OEM price increases of around 5% per year. Although cost-per-copy rates are beginning to rise slightly, any margin gains are often offset by vendor price increases. So, overcoming that, and making it clear that if you want a premium service, you have to Charles Taylor, Director, Digitec View from the channel Charles Taylor Q&A
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