Customer experience (CX) has become the key to making consumers more loyal.
Supplies resellers are in an ideal position to shift from a strategy focused on selling toner and ink cartridges, and start taking advantage of the benefits of monetizing information about all customer equipment, all users of those assets, and all suppliers of those assets.
To many people’s surprise, there are still companies that do not know how many copiers and printers they have, the status of the consumables, let alone how they are operated.
Companies work with multiple vendors, some work well, some not so well, but in all cases the user is faced with different methods of communication and this leads to companies reducing their ability to understand which assets cause the most disruption to workflows, which vendors provide good service and which users hinder processes.
Imagine now a tool that would allow companies to streamline all of this into a collaborative platform that facilitates intuitive management of all assets and service contracts, a tool that was available as a mobile technology application and could be used in any type of business environment, even allowing both end users and service providers to communicate directly with each other, thus eliminating unused or misused websites, phone calls and emails, a tool that interacts with existing systems, including CRM, ERP, Helpdesk and Ticketing; This would help reduce frustration, increase productivity and improve employee wellbeing.
Customer experience has become the main battlefront. According to Gartner’s Customer Experience Survey, more than 80% of companies recognize that they must improve the way they understand and address the customer experience, a fact reaffirmed by the firm Walker (CX specialists) when it pointed out that in 2020 the customer experience surpassed price and product as the key brand differentiator.
Print systems are evolving, therefore, dealers have the opportunity to use technology to build loyalty with existing cartridge customers; now dealers, directly or indirectly, can entice the CFO/CIO with valuable information about all copying and printing assets within their companies.
Source: Gartner, Forrester, Walker, Salesforce, Microsoft, Cloudprint
