Shifnal-based SBMDigital Systems has three
reasons to celebrate: 2014marks its 20th
year inbusiness; the company ended the
last financial yearwith its highest turnover
todate; and it has achieved theRicoh
Gold standard certification for delivery of
excellence.
In order to achieve theGold Standard, the
highest level onRicoh’s programme, SBM had
to demonstrate industry best practice, including
premium service to ensuremaximum product
performance; highly skilled staff and capabilities
tomeet customer needs; customer-centric systems
and processes; and a commitment to customer
feedback and continuous improvement.
SBM chose to be a single line Ricoh dealer
because of the outstanding levels of support
provided by themanufacturer.“We receive a high
level of commitment and support fromRicoh
and benefit from awide range of technical and
sales support, preferential pricing and rebates,”
explainedManagingDirectorAllanDavies.
Davies established SBM in 1994when the
opportunity to do something independently turned
up and he says he hasn’t looked back since.“I built
the business on continuity of service, an honest
approach and crystal clear contracts. I can honestly
say, hand-on-heart, that I’ve never done a bad
deal,”he said.
This approach seems to have paid off, as SBM
has an enviable customer retention rate of around
98%.“We’ve got some customerswho’ve been
with us since day one and inmany caseswe’re on
the third or even fourth round of them renewing
contractswith us,”Davies explained.
The company’s strategy is to focus on value and
service, as opposed to price,when sellingMFPs
and complementary software solutions. However,
SBM does also have an online sales portal for
desktop printers and supplies,which has enabled it
to achieve a 60% increase in the number of units
sold.
MarketingManager Kerry Powell explained
thatmarketing lower ticket items to its core
customer base and new prospects,where they can
compete on price, has delivered significant value
to the bottom line and enabled SBM to capture
new business that would otherwise be placed
elsewhere.
Another activity that is proving very successful
for Powell is the company’s comprehensive email
marketing programme.“Sending out relevant
and tailoredmessaging via email, promoting new
machines and offers, for example, is paying off.
We’ve got an average 20% click through rate.
It’s all done in-house and doesn’t take up a huge
amount of time,” she said.
Looking to the future, Davies hinted that
a new officemove is on the cards aswell as
diversification into 3D printing, an area that he
believes has great potential.
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Kyocera’s £15k
Elite prize
KyoceraDocument Solutions UK Ltd has
presented a new carworthover £15,000
to thefirstwinner of its quarterly Elite
Programme,which rewards channel
partners’ sales,marketing and customer
services personnel for improving
their knowledge of Kyocera products,
solutions and services.
The programmewas set up in January and
has already attracted 680 participants.
After the first threemonths, Kyocera invited
the top five finalists to a track experience day
at Silverstone, including the opportunity to
drive anAstonMartin and a Ferrari around
the historic track.At the end of the day,Nicky
Djenki of Printwarewas announced as the
overall winner andwas presentedwith the keys
to a brand newMini.
Djenki said:“The Elite Programme has
been great and, as a seniormember of the
team, I noticed the focus in the rest of the
team throughout. Evenmemberswho had only
beenwith us for a fewweeks bought into it
straight away. It has been great for everyone
to have an incentive that really is achievable. I
definitelywon’t forget that day at Silverstone
for awhile.”
ElaineHewitt, Head of ITChannel at
Kyocera, said:“We have been delighted by the
response to the new Elite Programme andwe
congratulateNicky on being our first winner.
We’re verymuch looking forward to extending
it next quarter whenwe expect evenmore of
our partners’ staff to participate.”
SBMDigital Systemsmarks 20th anniversary
with record turnover
Wade Lewis joins UTAX (UK)
UTAX (UK) has appointedWade Lewis to the newly created
role of Channel SalesManager for IT&Distribution. Hismain
responsibilitywill be todevelop strategic partnershipswith
IT resellers looking toofferMPS as part of a turnkey solution.
Wadewas previously Channel Business DevelopmentManager
at Ricoh.
UTAX (UK)ManagingDirector ShaunWilkinson, said:“I am
delighted thatWade has joined our team. He iswidely respectedwithin
the industry andwill enhance the growing level of service and support
we provide our partners and their customers.”
NewMidlands office for
Purpose Software
Purpose Software, a supplier of service
management software todocument and
printmanagement solutionproviders, has
opened a regional office inNottingham
to support customers throughout the
Midlands andNorthof England.
Mike Burke,ManagingDirector of Purpose
Software, said:“As our business continues
to grow across theUK,we recognise the
importance of a local presence to provide
customerswith an even higher level of service
and support.The opening of this new office
demonstrates our commitment to developing
closer relationshipswith customers and
building a lasting presence throughout theUK.”
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