Meet the team | Damian McDonald

Damian is ECI’s Regional Account Manager for e-automate across APAC, helping print and office equipment businesses maximise efficiency with our industry-leading ERP system. He brings nearly 25 years’ print industry experience to our team. 

Damian was first introduced to ECI as a client when he implemented e-automate at his previous company, giving him unique insight into the platform from both sides.

We spoke to Damian about his role at ECI, the challenges print businesses face with declining volumes and tighter margins, and how e-automate helps improve efficiency and profitability for our clients. He also shared his straightforward approach to succeeding in the print industry, with a focus on delivering on promises and building trust.

Tell us about your background and your current role at ECI

I joined ECI in March 2024 after nearly 20 years with a regional print dealership called Viatek. Over that time, I worked my way through a range of roles – from technician to account manager, then into operations and, eventually, General Manager. That hands-on experience across every part of the Viatek business gave me a deep understanding of the print industry.

My introduction to ECI came while I was at Viatek. Back in 2018, we were evaluating ERP systems and I was part of the project team that oversaw the rollout – from onboarding and training through to implementation. So, I’ve seen the platform’s value from the client side and that’s what led me to this role at ECI.

I’m now the Regional Account Manager for e-automate across APAC. That means supporting existing customers to get the most out of the platform, as well as working with prospective customers to understand how e-automate might help solve the challenges they face.

Tell us about e-automate?

Unlike ECI's other products, e-automate is specifically designed for managed print and office equipment providers. These businesses purchase devices from OEM's like Canon, Ricoh and Fuji, install them at customer sites, and bill based on print volume.

As an end-to-end ERP solution, e-automate offers managed print service businesses and office technology providers everything across accounting, field service, inventory and more. 

In the U.S, e-automate is widely adopted with around 90-95% of office equipment dealers using it. In Australia and New Zealand, we’re seeing steady growth as more businesses see efficient management systems as crucial to their survival and profitability.

What are some of the key challenges your customers face in the print industry today?

There’s no denying that the volume of printing is declining. Digital transformation, remote work, and sustainability initiatives all contribute to that. But service costs and business overheads are still rising, which squeezes margins. 

But while there is no question the industry is evolving, there will always be a role for these businesses. The focus now is on adapting – and we’re here to help them do that. 

This is where e-automate can make a difference by helping these businesses drive efficiency through automation. Whether it’s toner fulfilment, service dispatch, or real-time profitability reporting, e-automate helps dealers work smarter, not harder.

What are the trends you’re seeing as the industry meets those challenges?

Dealers are diversifying. Many are moving beyond print into managed IT, telephony, or document management. Our ERP e-automate supports that transition by integrating with other platforms used in those services. For example, modern devices can now scan directly to platforms like OneDrive or SharePoint. The future is about flexibility and finding new revenue streams, while still running your core operations as efficiently as possible.

What advice would you give to a dealer considering a new ERP system, and the main benefits of choosing e-automate?

First, be clear on your business challenges and where you want to get to. Then, do your homework. ERP implementations are a big decision and a big investment - not just financially, but in time and people. You need to partner with a provider that understands your industry and can help you achieve the outcomes you’re aiming for.

This deep industry understanding, along with reporting and automation, are the biggest reasons to choose e-automate. Clients gain access to fast, accurate, and easy-to-use reporting tools, which helps them make smarter business decisions. Automation reduces manual steps like toner ordering or service call management, which ultimately improves efficiency and profitability.

Lastly, what’s your personal approach to working with customers?

My approach is simple, and that is to deliver on what I say I’m going to do. This is a tight-knit industry, especially in regional markets where I’ve spent most of my career. Relationships are everything, and you only earn trust by following through. If you can’t deliver on what you promise, you won’t be around long in this space.