01732 759725 48 Q: When selling MFPs, what are the most popular software solutions you provide and why? A: It would be a mix of PaperCut, and more frequently, Lexmark cloud solutions. From a service point of view, we can view our MIF across the country, view panel messages, update firmware, push new configurations all from the comfort of our office! This allows us to offer the best possible service to our customers, and ensure devices are up to date with no downtime. Q: If you could change one aspect of your job, what would it be and why? A: More automation. We have implemented numerous automated workflows and established a document management system recently and intend to expand on this wherever possible. It frees us up to spend time on what really matters – talking to and being available for our customers. Q: How do you spend your week – time on phone, face to face meetings with customers etc.? A: Our business was founded on the principle of unrivalled customer service, and for 45 years this is what has allowed us to thrive. For us, there is no greater way of understanding a customer’s pain points and challenges than speaking to them face-to-face. Going the extra mile is a non-negotiable and is the best way to see how we can add value to their business. When I’m not catching up with customers, I spend time on business development and working closely with our technology partners and vendors to streamline and improve our products and services. Q: What would make your job easier? A: New developments in AI and automation have already had a big impact on our business and allowed us to streamline and become more efficient. We also have begun a framework for regular staff training to keep up with the ever-changing climate and we intend to use our extensive customer insights data to offer even more tailored, personalised products and services. environments through document management solutions and automated digital workflows helps our customers to become more efficient and sustainable. Q: Which OEMs do you partner with and why? A: We major with Lexmark and are a Diamond Partner; their product line-up is robust and features everything that we need for our varied customer base. In addition to this, their environmental credentials, particularly their re-use and recycle scheme is something that our customers appreciate. Finally, their cloud solutions and progressiveness in this area, as well as support from technical and sales is second to none. Q: What are your customers most interested in currently? A: Security, and cloud print and scan, especially as cloud unburdens the IT department from physically managing the infrastructure. They also like having the ability to track printing and implement rules such as forced duplex. The ability to view positive environmental savings such as number of trees saved, and energy and water savings live is also very valuable. Q: How have you changed/are you changing business operations to exploit new opportunities? A: We have a large existing customer base, which we have developed and nurtured over four decades. Our business has evolved and grown to 12 divisions and one of our objectives for 2024 has been to leverage innovative technology to help us to better manage our data and identify cross-selling opportunities more efficiently. We will shortly launch our updated website, which will function as a hub for both new and existing customers featuring up-to-date news and insights, new, targeted product offerings as well as direct links to our service portal with answers to frequently asked and technical questions. It will also act as a procurement portal for customers to browse and purchase over 20,000 workplace technology products. Q: What do you see as the biggest challenges facing channel businesses today? A: There are numerous, wide-ranging challenges which need to be addressed to remain competitive. Technology is advancing at an incredible rate which combined with the shift in working patterns means we must constantly adapt. We have quickly adopted cloud print solutions – ideal for the remote working environment as it allows printing from anywhere and eliminates the need for a physical location to house servers. Likewise, increased competition in our space is a challenge for resellers who compete on price only – creating a ‘race to the bottom’ scenario. We offer a consultative approach, ensuring that we understand in detail our customers’ needs and can tailor as close to the perfect solution as is possible for them. This, coupled with excellent customer relationships and a diversified product and services offering, means we can stay ahead of the pack. Increased environmental awareness has precipitated a shift toward more sustainable practices and is something we have embraced by helping our customers to control their print usage by enforcing rules and through digital transformation. Creating paperless Q&A View from the channel Sam Elphick, Director, Lex Business Equipment Sam Elphick
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