Like many document technology vendors, Docutrend Imaging Solutions is expanding into new areas to address the rapid digitization that is impacting companies and their workers. They can’t just keep operating as usual in the face of irreversible changes.
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“Since everybody’s going remote, there’s going to be more of a requirement for managed IT services and that’s a solution we’re offering organizations. So this way, they and their employees can get the support they need to be able to work remotely when it comes to a network,” said Zef Noci, director of production print at Docutrend—which serves the New York tri-state area.
Since the COVID-19 pandemic hit, the company has also started offering telecommunications and e-signature solutions to “combat change in the industry.” It is also helping companies restructure their print infrastructure to account for more remote working and new client needs, and providing more payment options for customers who may be struggling to stay in business.
“I think organizations need to change, otherwise they are going to sink,” Noci said, noting many customers are facing serious financial challenges linked to the pandemic and economic climate.
In the area of telecommunications, Docutrend offers a solution that connects employees to their corporate phone systems no matter where they are. Eliminating the need to forward calls to personal cell phones, their system provides the same and greater functionality through a desktop and mobile app as well as traditional desk phone. It supports integrations with CRM systems, and incorporates secure file sharing, webfax, internal and external instant messaging, as well as video conferencing—making it a true unified communications solution for the modern (and remote) workforce.
“They don’t even need to be in front of their desk and their phone will ring, and they’re able to stay in communication with their office number and whomever is reaching out to them,” Noci said.
In the area of production print (which had been seeing significant revenue growth at Docutrend year over year prior to the pandemic), the company has been working with clients and prospective clients to accommodate their new situations and needs.
For instance, some commercial printers and other organizations may be holding off on upgrading their equipment and entering into new contracts—waiting to see how the state of their business evolves (in other words, if revenue gets somewhat close to what it was pre-pandemic). In turn, a few customers have decided to go month to month basis.
Pandemic-related restrictions are impacting the kinds of output that customers need. For example, in the restaurant sector, where less on-site dining is occurring (especially in New York City), menus and other documents are being replaced with signage, QR codes, and labels for food pickup.
“So people are looking more for labels now, because they are labeling their cups, their to-go boxes, whatever the case may be—that seems to be a shift along with wide format,” Noci said, noting the changes impact the technology and services being provided.
From an office perspective, clients are printing significantly less—driven by the move to remote working and use of desktop printers. That said, Docutrend is focused on helping them accommodate their new print needs—whether it is reducing the number of printers in their office or equipping home-based workers for print. This has also spurred the deployment of e-signature software that is legally binding when print is not a viable option for the remote workforce.
“We’ve been getting a lot of calls from companies looking to downsize, or change,” he said. “’Hey, can you sell me 10 printers?’ And maybe downgrade their fleet of machines in the office to those who are coming in part of the time, as far as utilizing the office space.”
If clients are interested in managed print contracts encompassing home-based devices, they would “absolutely” cater to that request, he said. Noci foresees many companies continuing to operate a remote workforce, even once the pandemic is over.
“I think what organizations are learning is [that] people are able to function completely remotely and are getting certain results from certain types of employees…and I think then they have a particular comfort level,” he said. “But I think those organizations that might see a deficiency…maybe they are the ones that need people back in the office. I think the organizations’ experience is going to dictate how much of the organization is going to be remote.”
As Docutrend provides more solutions to enable remote working and digital workflows, it believes it is even more of a one-stop shop for customers looking for simplified service and billing. This helps attract new business as well as benefit current customers.
“So basically they’re able to have all of these solutions through us and just deal with one vendor versus multiple vendors; and even then, within one of our solutions, it can actually consolidate other solutions,” Noci said, mentioning that Docutrend’s unified communications solution consolidates five subscription-based services into a single platform and price.
Despite the new opportunities, Noci acknowledges the remote way of working takes some adjustment. At the same time, it makes any in-person encounters all the more valuable.
“Now it forces us to qualify clients more so before we go visit them and try to get a good understanding of when a rep comes to me and says ‘Hey Zef, I’ve got this opportunity’, I start asking more in depth qualifying questions,” he said. “If they can’t answer the questions, I just say ‘This prospect hasn’t been qualified.’ It’s usually ‘Hey is the customer just inquisitive, or is he looking to make a change today?’”
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