Marino Keith, Service Delivery Director, Xeretec
Q: What are your customers most interested in?
A: Security and data protection continue to be a big focus for every business. Quite rightly, given that GDPR has put a spotlight on those topics for all businesses and they are taking every precaution to ensure their systems are as secure as possible. As businesses increasingly put their trust in cloudbased platforms, it is vital that we deliver systems that don’t just provide cloud-like flexibility and agility, but also match the stringent security requirements demanded by our customers.
Q: Do clients have the same understanding of industry terms, such as BYOD, MPS or MDS, as we do?
A: There are lots of flavours and descriptions around those common terms but generally there is a shared understanding of their meaning.
However, due to our customer service priorities and drive to continually improve our offerings, we have a much more granular insight into what they mean and how they can complement each other to better benefit our customers.
Q: Where are you seeing most traction at the moment, are there any verticals that are particularly strong?
A: We’re seeing most interest in cloudbased systems, as they have continued to improve and are now considered secure and are better able to deal with most bandwidth restrictions. Businesses not only see the value in offloading key services to the cloud, but they recognise the benefits of offloading a significant part of their IT infrastructure and support to their partners. For customers, as a direct result, this has the added benefit of significantly reducing their IT administration, maintenance and cost ‘headaches’, too.
Q: When selling MFPs, what are the most popular software solutions you provide and why?
A: Print management systems like Equitrac, Safecom and Papercut continue to be the most popular intelligent print management software solutions as these deal with security as well as tracking all activity that goes through the MFP. There are definitely more conversations being had around capture and workflow, and we have also seen an uptake in using on device apps to deliver this functionality.
Q: Where do you get information on the latest products and solutions, and do you feel that the OEMs are doing enough to educate their channel partners?
A: Xerox and HP work hard on keeping the teams informed and educated about latest news on products. Many software manufacturers do the same, and there is a huge amount of information that comes our way. Perhaps at times information overload can cause problems, but it’s better to be over-informed than underinformed.
Q: Is your patch particularly competitive – is it national or local competition that you face?
A: I think other parts of the business are better able to answer that question, but given Xeretec’s nationwide footprint, I suspect that we face both, and both present their own challenges. I’m grateful that it’s not an issue I have to deal with in service delivery, thankfully.
Q: How do you spend your week – time on phone, face to face meetings with customers etc.?
A: Phone calls and emails continue to be the most time consuming aspect of the working day. Customer engagements are always time well spent, but due to the pace and demand of the always connected digital workplace we operate in today, they tend to be a very short reprieve from the ever present demands of service delivery.
Q: What would make your job easier?
A: I’d love to have intelligent software that makes non-essential emails evaporate before I’ve even seen them!