1. What are the biggest challenges your customers are currently facing?
Many companies are already using collaborative, cloud-based solutions to allow their employees to work from home. We have found however, that despite a digital platform for sharing documents and communications, the ability to manipulate, scan and share these documents remains a challenge. As remote working and the new ‘agile workforce’ becomes the ‘norm’, companies must make the process of uploading documents into the cloud and printing them much easier.
2. How has COVID-19 forced you to change how you support customers?
Communication has become even more critical during this difficult time, both internally and externally, we have experienced many new challenges to our business. What used to be simple installs of hardware and software now require detailed project planning and bespoke preparation. Additionally, we are seeing an increased demand for out of hours maintenance and like many have had the challenge of equipping our staff with a suitable set up for their remote working.
Fortunately, we were prepared for the challenge as we had already begun to use the cloud for all our systems and business critical applications. As a result of this and our position as a leading supplier of VoIP we have managed to avoid the increasingly annoying ‘I can’t transfer you’ conversations with our customers.
Our main change has been in service where we have put even more effort into supporting our customers, utilising Lexmark’s cloud-based fleet management tools. Lexmark’s solution allows us to remotely access devices to upgrade and diagnose faults, using screenshare on engineers’ mobile phones to fix issues faster. These changes have been for the better and will remain part of our day-to-day operation.
3. What is the most important thing that manufacturers can do to help you serve your customers during the pandemic?
I think manufacturers have coped well considering the nature and speed of the problem we have faced. Lexmark’s timely introduction of their cloud native suite of applications this year is a prime example of them being future-ready. Futureproofing is something all vendors can and should do via increased R&D and market insights to their partner networks.
4. How do you see the print industry changing as a result of the events of the last year?
Change is the key word here, if you can’t change you will wither. Remote working looks here to stay so mobility will be crucial. As end users become more mobile, offering remote access to the full range of office capabilities, including print, copy and scanning will be important. Employees will encounter new ways of working so creating bespoke solutions will enable faster adoption. The key to retained success will be achieved by remaining agile, becoming future ready and offering real value.
5. What are the best things about working with Lexmark?
Lexmark are a forward-thinking organisation, and they prioritise partners. Their range of reliable hardware can suit all areas of the changing work environment; and enables us to supply a suitable device for businesses of all shapes and sizes.
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Solutions in Technology was established in 2004, by Simon Lacey and Richard Wilkins to supply business office solutions and services to cover all three aspects of the office equipment marketplace.
Solutions in Technology comprises of three business divisions, providing bespoke office printing solutions for companies within South Wales and the West Counties of England. We have a purpose-built head office based in Cwmbran, South Wales comprising of four large business units recently renovated to a high standard for our customers and team to operate from. In 2012 due to continued expansion and to further meet customer demand we opened an office in Swansea, and more recently opened an office in Bristol.