Q&A: Kyocera Morisco responds to pandemic-focused questions

Compiled by: Brent Hoskins, Office Technology Magazine

What 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 30/60/90- day 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. 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.

OT: What key changes in the user’s experience across any of the MFP workplace do you expect long Some of the largest locations from one management interterm, if not indefinitely, as it reuniversities are not face. This helped increase productivity, lates to the use of imaging devices? Morisco: The COVID-19 pandemic has resulted in businesses and their emgoing to have a fall semester. They are not going to open their enhance document security and reduce output costs. OT: What Kyocera training ployees trying to adjust to a new normal. doors; everything will programs are in place to asWe know that in March 2020, our K-12 be virtual. sist dealership sales reps and/ schools were closed and learning was or service techs to optimize their handled remotely. Some of the largest level of success? universities are not going to have a fall semester. They are Morisco:I provided a quick overview in the first quesnot going to open their doors; everything will be virtual. tion, but I would like to elaborate a little more about a series That will be a large component of this vertical market. that was put together by our learning and development team

Currently, we have devices in school districts and in locacalled “The Channel Blended Learning Series.” This series tions that will not be utilized. Businesses are also working consisted of live virtual instructor-led webinars that were remotely, so there will be a shift to the smaller A4 devices, at held weekly and featured Kyocera’s solution sales instructors least in the short term. discussing several topics that would be beneficial to a dealer.

Also, we know over the last several months that many Some of the topics included: document security, prospectcompanies that had had a small work-from-home program ing, applications such as DMConnect, Kyocera Net Manager, have now moved to a completely virtual workplace. We also MyQ and OmniWorx, and much more. And after the original know that these companies occupied prime real estate in broadcasts were made, dealers were able to download the remajor metropolitan areas. Those buildings, like ours, are corded webinar via a shared link. nearly vacant. I have to believe that based on the cost of real The goal was to offer as much support as possible and get as estate in those areas, and the success of working virtually, many of our dealers trained on Kyocera products and applimore and more companies will adopt a virtual office as part cations, from a technical, product and solutions standpoint. of their normal operating procedures post COVID-19. I believe that a shift will create different opportunities for those OT: What new Kyocera product — recently or who are engaged in solution selling and those who sell IT soon to be released — and/or new or pending services in the months to come. capability on an existing Kyocera product are you

OT: What noteworthy “success story” can you Morisco: Without a doubt, the TASKalfa Pro 15000c. It share regarding one of Kyocera’s authorized provides Kyocera dealers with an opportunity to go after a dealerships in terms of a particularly successful totally different vertical market and revenue stream. It will placement of Kyocera products during the panprovide opportunities for growth in conventional printing demic? (It is not necessary to name the dealerin transactional, trans-promotional and direct-mail applicaship by name.) tions. This product is performing extremely well in the mar

Morisco: Sure, one of our Kyocera dealers has a client with ket and we have received nothing but positive feedback from multiple locations and a growing insurance business that was the dealers who have taken on this product. limited by a fleet of aging MFPs. These MFPs were all stand

most pleased with at this time?

alone and not connected to their network. This led to added OT: What can you tell us about the status of expenses where the company was using non-productive standKyocera’s next national dealer meeting? alone printers across their multiple locations. Morisco: We are excited to have the opportunity to meet

The dealer’s recommended solution was to install 28 new with our dealer partners again in Spring 2021. We plan to conKyocera TASKalfa MFPs and 15 Kyocera printers with the MyQ tinue with a Pan-American dealer conference taking any continsolution, designed for Kyocera. MyQ is a comprehensive, yet uing restrictions regarding the post-COVID environment into simple output, capture and fleet management solution. consideration. n

Now, documents that were printed are sent to centralBrent Hoskins, executive director of the ized MFPs, and then released after authentication, utilizing Business Technology Association, is editor the print-and-follow function. Also, with a MyQ embedded of Office Technology magazine. He can be reached at terminal, the client’s IT department can centrally control a brent@bta.org or (816) 303-4040.