PRINT
IT
RESELLER.UK
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SAMSUNG PRINT BUSINESS BRIEFING
the day we are a service business and
anything that helps from a serviceability
point of view encourages us to go out and
sell that kit.
PITR
:
In the last few years Samsung
has introduced a number of A3
machines. Has that make a big
difference to you and do you see that
as the key to future growth?
WM
:
The Samsung A3 product is a
particularly good product. We really like
It and have rolled out the largest A3 deal
for Samsung in Europe this year. Our
customers like the look of the product
and they like the ease of access through
the tablet and Smart UX Center. That’s
the primary driver for customers, both
existing customers and those who want
to switch to Samsung. It’s that ease of
interoperability.
A3 is where the future growth will be.
Obviously the potential sale of Samsung
to HP in 12 months’ time is going to have
an impact. I think it will help to create
a very powerful OEM offering for HP/
Samsung, because they will cover pretty
much all aspects of the office arena with
very good product. If they can combine the
security heritage of HP with the innovation
of Samsung, I think they could have some
very exciting products indeed.
PITR
:
One example of Samsung
innovation is the development of
an app platform for its MFPs, which
it sees as a real differentiator. Are
you developing any apps for your
customers?
WM
:
We are working with Samsung
on some joint ideas at this stage. At the
If they can
combine
the security
heritage of
HP with the
innovation
of Samsung,
I think they
could have
some very
exciting
products
indeed
moment, apps are a great talking point
and a source of interest. In that respect,
they are a bit like 3D printing. Everybody
goes ‘whoa!’ when they look at a 3D
printer, but trying to convert somebody
from taking a look to making a purchasing
decision is a slightly more elongated
process. Right now, people like the idea
of having an app capability. I don’t think
people make the decision to go down the
Samsung route just because of the apps,
but it helps build confidence about the
‘future ability’ of Samsung devices. It’s
having that flexibility that’s important to
customers, as opposed to the actual apps
themselves.
PITR
:
Samsung has recently brought
out some interesting end user apps,
notably Dynamic Workflow, but
arguably its servicing apps are even
more useful.
WM
:
One of the biggest drivers we have
in our business is to increase the level of
remote resolution, to fix a problem on a
machine in a call centre rather than having
to send out an engineer. Of the five main
OEM brands that we have within our base,
Samsung has the best remote resolution
rates. We like that because it’s a huge
driver of customer satisfaction and a huge
driver for our economic model. We put a
lot of time and effort into getting remote
resolution rates as high as we possibly
can and Samsung comes top. It takes time
to build up that capability and approach.
And that’s the benefit of having QBRs
and visits to Korea, because we are able
to tell Samsung more about the workings
of a dealership, which are different to the
workings of a direct sale business.
PITR
:
One of the challenges Samsung
has had in the past has been
penetrating the traditional copier
dealer. Why do you think that has
been the case and do you think that
will change with growing sales of
Samsung A3 MFPs and the launch of
its new channel MPS programme?
WM
:
I can only speak about my own
experience with Danwood, and Samsung
has not found it difficult to engage
and work with us and vice versa. If you
have some organisational structure,
the right individuals and are dedicated
to maintaining communication and
the flow of information and problem-
solving between an OEM and a dealer,
it works very well. If you don’t have that
infrastructure it can become difficult,
because when dealing with any large
organisation it is easy to get lost. I would
disagree with the assertion in your
question; our dealings with Samsung have
been great – we agree objectives and
deploy resources to make them happen.
To find out more about Samsung printers
and new Samsung solutions for end users
and resellers, including the ground-
breaking Samsung Channel MPS Print+
programme, please visit
/
business-products/printers-
multifunction/
Easy remote
resolution on
Samsung devices
saves Danwood
the time and
expense of
sending out an
engineer to fix a
problem
