Q&A: Kyocera Morisco responds to pandemic-focused questions Compiled by: Brent Hoskins, Office Technology Magazine
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hat advice do the industry’s manufacturers have for dealers in the current business environment? What changes in the workplace do they expect? How are they assisting dealers? Starting this month, Office Technology magazine is launching the first of a series of interviews to ask these and other related questions of manufacturer executives who oversee their dealer channel for their respective companies. First up is Peter Morisco, vice president of channel sales at Kyocera Document Solutions America Inc. Following are his responses. OT: In what ways is Kyocera providing additional support and guidance to its authorized dealers during these challenging times? Morisco: Kyocera has supported our dealers in several ways during these challenging times. Due to the COVID-19 pandemic, dealers experienced an immediate struggle with sales. Dealers were exposed to a loss in clicks, which, in turn, was a decline in revenue. We understood early on, from a financial standpoint, that our dealers were going to need our support. We looked at several ways to help address their financial needs. One way was to provide our dealers with an allowance to their credit terms. We extended the terms of a 30/60/90day agreement to include one additional month. We also adjusted our percentages for Kyocera’s rebate program, quarterly and annually, so that our dealers were able to achieve their rebate targets. We based these decisions in accordance with the demand the market dictated at the time. Also, with travel restrictions in place, we could further support our dealers by offering online remote training. With our solution sales instructors, product marketing and technical teams, we conducted a series of comprehensive remote training programs and webinars that centered around sales, products, solutions and technical support. 24 | w ww. o f f ic et ec hno lo g ym a g. c o m | Aug ust 2 0 2 0
We incorporated Kyocera Fleet Services (KFS) training, our comprehensive, cloud-based monitoring service that allows our authorized dealers to remotely handle many maintenance tasks for their customers, without time-consuming onsite visits; ideally, a great opportunity for our dealers to get a better understanding on the benefits of this service. Lastly, our software and ICT services team, led by Kurt Brown, vice president, provided support from the business solutions consultants. They conducted remote software meetings highlighting solutions such as DMConnect and MyQ. We wanted to make sure that we had great communication with our dealers, no matter how big or small, throughout this pandemic, and provide them with the support necessary to help them achieve success. OT: If you owned an office technology dealership, what would you be doing currently to optimize your level of business? Morisco: Initially, I would gather my workforce to make sure we are fully aligned with our core objectives, focus all our efforts into maintaining our existing customer base, and then generate and acquire new leads, if possible. We need to make sure that our business remains sustainable by offering solutions and services addressing customers’ needs. With the current pandemic, now more than ever, dealerships need to focus on solution-based selling. I would apply for a PPP Program Loan, to help keep my employees on the payroll. I would look for any other state or federal grants that may be available for my business. I would make sure my sales, service and administrative teams are right sized for the “new normal” demand. I would do everything in my power to protect my employees and ask for the same in return from them. Without good employees, no company can survive.
