This month we feature Jonathan Rogerson, Senior Consultant for Field Service. We sat down with Jonathan to learn more about his experience within the field service industry.
Tell us a little bit about your background. How long have you worked in the field service industry?
I have worked in the copier industry for over 30 years working for both small family-run businesses, right through to some of the largest independent resellers in Europe at a senior level, giving me a good perspective on how the industry works and the opportunities and problems that companies operating in this area have to deal with and want to achieve.
What excites you the most about working within this industry?
The positive impact our software can have on an owner’s business is immense and I find this really rewarding. Most importantly, we can provide our customers with the opportunity to improve their customer service, helping them to win bigger and better contracts as well as giving them insights into their business at the touch of a button, which is something that some of our customers have never been able to do before.
Regardless of the size of your business, if you deploy our e-automate and/or device management software you are sure to notice a significant improvement across your entire operation and we are constantly striving to ensure our products help meet the challenges managed print providers face in today’s marketplace.
Our technology has the potential to provide deeper insight and improve processes, as well as facilitate better staff working practices by offering them the tools needed to do their job well. In addition to this, it can also provide information on sales and customer management, something that is a real challenge when using disparate systems.
Has the pandemic had an impact on this industry?
We have heard a lot about the impact of COVID-19 on businesses and in some cases, these have been far-reaching and damaging to our industry, especially with such a sharp drop in printed page volumes. Over the last 12 months, we have been speaking to business owners to help understand how we can best support them to adjust to a new normal.
Our industry has many entrepreneurial individuals who look for opportunities in adversity, and are prepared to innovate and provide new services that their customers may need - it’s actually a really exciting time as they make those changes and uncover new potential.
What changes can we expect to see as a result of this impact?
I think end-users are demanding more from their suppliers and as a result, suppliers are going to be expected to be bold and provide innovative solutions to help customers achieve their goals and manage the ever-changing needs in their business.
At ECI, we provide a number of tools such as full audit facilities, rules-based printing and monitoring, through controlled SLA agreements which can be easily analysed. All of this is delivered in real-time at the click of a button and will have a positive impact on the end-user.
COVID-19 has accelerated many changes - what has been the biggest challenge you’ve seen?
Going paperless! Despite people talking about the paperless office for many years and the increased use of tablets, laptops and other digital media, the paper does still have a strong presence and I think it will still be around for some time to come!
Yes, we will be more selective in terms of what we print, but what we do print can be more environmentally friendly, efficient and recycled.
Providing customers with a strong MPS solution, able to facilitate the new ways of working is our customer’s key aim as offices reopen and it’s comforting to know we are helping them manage their back-office workload in an automated and efficient way.
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