01732 759725 48 seen a big increase in software penetration, customers want document security, cost control and automation of document workflows to help streamline their operations and reduce costs. We have invested heavily in training our technical experts so we can provide both solutions and still use our own service and support team. Q: If you could change one aspect of your job, what would it be and why? A: Email as a last resort – I encourage people to speak to each other. It’s underrated. Q: How do you spend your week – time on phone, face to face meetings with customers etc.? A: I split my week between our HQ in Bolton and the Key Digital office in Burnley. I try to spend as much of my time as possible either speaking to the site teams, looking at opportunities, or meeting with customers to develop relationships. Face to face meetings happen less now than they used to, but I insist on meeting new prospects and existing customers every month to either check on our service delivery or to help the front line teams win new business. Customers will always tell you how you are doing, if you ask. Luckily, I have an exceptional management team at both sites that work incredibly hard and consistently deliver results, they manage the ‘day to day’ so I can focus on how we grow. Q: What would make your job easier? A: Better supply chain – every manufacturer is still struggling with stock availability and lead times. There is a real apathy from the distribution channels to return to pre 2020 service levels. We spend far too much time chasing deliveries for equipment, parts and toner. The effect on service delivery and profitability is significant; it damages relationships with our customers and credibility with our teams. Or a helicopter. Q: What do you see as the biggest challenges facing channel businesses today? A: I think one of the biggest challenges is focus. Channel businesses often have multiple brands who all have extensive portfolios and revenue expectations. These can sometimes distract teams from their core focus, which should be generating revenue and providing great service. It’s critical for channel businesses to understand where they operate best so they can add value to their customers and protect margins. It’s OK to say no if you can’t deliver it well and make a margin. Q: Which OEMs do you partner with and why? A: We have traditionally partnered with Xerox and Ricoh due to their strong portfolio in both office and production print. These brands are well known, respected, and have not only great products but good support teams that can help with more complicated applications. Over the last 18 months we have seen a significant increase in our Epson business. There is a big push particularly in local government and large corporates for more sustainable equipment and Epson is leading the way with their heat-free technology. Q: What are your customers most interested in currently? A: Our customers are now more than ever looking for help changing their document processes and streamlining their operations. That can be reducing the number of machines that they have, bringing all print under management, looking at digitisation and document management, or using software to analyse what is being printed to reduce environmental impact. A capable, reliable MPS supplier is what customers need. Q: How have you changed/are you changing business operations to exploit new opportunities? A: Integrating Key Digital into the NMH group has improved it significantly. Through our group companies [Nationwide Franking Sense and Nationwide Capital Finance] we supply, service and finance whatever equipment the customer requires. This gives the customer a ‘one stop shop’ – all they need to do is pick what they need, and we do the rest. We have also developed both hybrid sales and support models that give instant results to our customers and improve service substantially. Our sales teams are flexible in their approach, offering account support and a range of digital tools that help customers access the information they need to make informed decisions. Q: When selling MFPs, what are the most popular software solutions you provide and why? A: PaperCut and DocuWare. We have Q&A View from the channel Daniel Gilbert, Managing Director, Key Digital and Director, NMH Group Daniel Gilbert
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