Michelle Ryder caught up with Tecserv’s Deputy Managing Director Dean Chisholm, to find out more about how the company supported its channel customers during the pandemic, and its plans to be carbon neutral by 2025
For more than twenty years, Tecserv has been providing channel vendors with a suite of value-added services designed to help them reduce their overheads and support customers nationwide. As one of the industry’s leading handling specialists, Tecserv is a one-stop shop for copier, printer and MFP resellers needing additional resource. Services include device collections and relocations; HDD erasure and disposal; storage, PDI preparation and installation; site surveys and risk assessments; as well as project and onsite management for larger complex installations.
Headquartered in Harlow, Essex, Tecserv also has bases in Swindon and Nuneaton. About two years ago, the company changed gear, instead of conducting all of its PDI work at head office, it adopted a decentralised approach, moving more work over into its regional bases. The company worked in partnership with the OEMs to ensure that machines requiring pre-delivery preparation were sent to the site closest to the end customer, this meant that after the PDI was completed, delivery and installation was managed at a local level, a move that increased efficiency as well as reducing carbon footprint.
Tecserv is wholly focussed on delivering a value-add to the dealer channel. “I think one of the biggest advantages of partnering with Tecserv is that we provide a fully flexible resource,” Chisholm said. “We offer a solution that doesn’t require huge set-up costs or arbitrary delivery rates. Our services are built on a transparent and cost-effective pricing structure. We work on a flat fee for preparation, delivery, relocation, connectivity and servicing of equipment in our standard coverage area, and we are always happy to provide a quote before any work takes place.”
Rising to the challenge
The pandemic created a whole new set of challenges for dealerships, with many forced to operate with fewer resources. “We carried on operating throughout lockdowns and we were well positioned to help our customers, particularly small to medium-sized resellers, to respond to their clients’ changing needs,” Chisholm explained.
“In common with many businesses, we had to pivot – to some degree the pandemic reversed our decentralisation model. Many dealers performed PDIs in-house, as that enabled them to keep engineers busy at a time when service call-outs were significantly lower. So, we co-ordinated our work, including new installations which did continue, particularly within the construction and healthcare sectors, from our HQ.
“But perhaps the biggest change was the number of relocations we carried out. Some businesses chose to downsize in terms of office space, this was particularly evident in the City, while others increased square footage to accommodate social distancing. This meant that demand for us to collect, relocate and store devices in the short-term increased significantly,” he continued.
Circular economy devices
The pandemic also saw Tecserv expand its offer to include a range of circular economy MFPs and printers from brands including Ricoh, Xerox, Canon, HP, Konica Minolta and Lexmark. “We have always had a strong focus on environmental protection and this was the next natural step for us,” Chisholm explained.
All of the devices undergo stringent checks and the remanufacturing process is completed to strict ISO Standards. Any parts above 20 per cent wear are replaced with OEM parts; refurbished devices are certified, counters set to zero, reboxed and sealed, to give the user a ‘brand new’ experience. Tecserv also provides a sixmonth warranty for added peace of mind.
“For our reseller customers, the ability to offer a circular economy device provides additional opportunity to provide customers with a sustainable and costeffective alternative to traditional leasing plans. With many companies revaluating technology investments and having to get to grips with a new hybrid working model, remanufactured devices can be offered as a one-off purchase or supplied on a lowercost rental basis. This new line provides channel partners with an additional revenue stream and enables them to support their customers cost-saving and sustainability goals,” Chisholm said.
Continuing on the sustainability theme, Chisholm said that Tecserv has committed to become carbon neutral by 2025. “Looking after the environment has always been one of our core values, we have always disposed of any disused equipment and business waste in the most responsible manner possible and over the years have invested heavily to reduce our carbon footprint. We’ve now taken that one step further, and pledged to plant a tree with every purchase of a circular economy device, the plan is to offset our entire carbon footprint with the goal of being 100 per cent carbon neutral by 2025,” he concluded.