Document capture & management g u ide October 2015
IN THE GUIDE THE OPPORTUNITY DOCUMENT FLOW SOFTWARE SELLING THE SOLUTIONS GLOSSARY OF TERMS
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DOCUMENT CAPTURE AND MANAGEMENT GUIDE
A WARM WELCOME
OPPORTUNITY KNOCKS… According to recent industry research from AIIM, 46% of respondents consider that the biggest single productivity improvement for most of their business processes is to remove or reduce paper. This represents a huge opportunity for experienced dealers to provide their clients with best-in-class solutions focused on document digitisation and process automation. Spigraph Network is pleased to bring
you the Dealer Support Document capture and management guide, together with our strategic technology partners Canon, Fujitsu, Kodak, Kofax and Panasonic. With over 20 years of industry experience, Spigraph Network is well positioned to provide the broadest hardware and software portfolio and best-in-class services to our channel partner community in the UK. In this guide, we provide industry insights from many years of project experience in streamlining document-centric business processes, integrating scan and capture solutions into back-office platforms and systems and providing lifecycle maintenance and support for a wide range of hardware and software. Document digitisation projects are accelerating in many different departments outside of IT, including finance, HR, customer care and sales. Furthermore, document scanning and data capture is no longer limited to scanning documents in the office. Police departments and first responders are scanning documents – like insurance or identity documents – directly
in the field using mobile scanners and secure mobile scan and process applications on smartphones and tablets. Industries which historically were reliant on paper processes are also changing how they manage documents and files. For example, solicitors and corporate legal departments are implementing digitisation projects to prepare for upcoming EU regulations supporting ‘paperless court’ initiatives, whereby they digitise client documents and upload the files into a case management system. We hope this guide delivers new insights about industry trends and changing customer needs, and we are confident that customer requirements for document capture and management solutions continue to grow in a dynamic industry, providing great opportunities for our channel partners.
Dean Woolliscroft and Jennifer van Lent Spigraph Network UK
THE HARDWARE SPECIALISTS
SOFTWARE SOLUTIONS
SERVICES YOU CAN COUNT ON
Document scanners • Mobility and office • A4/A3 professional and network • High production and sorters
Batch scanning • Entry level solutions for document capture and batch scanning • Production software associated to document scanners • Integration of MFDs in a capture solution.
Installation • Delivery of turnkey business solutions • Process screening and health checks • Customised advice on maintenance.
Specialised scanners • Books and bound documents • Wide format • Micro graphics
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Business applications • Business processes improvement • Cloud/web-based capture services • Tailored applications • Enterprise capture solutions.
Warranty • Exchange or on-site services • Helpdesk support • Maintenance of the scanner • Business continuity. Professional services • Training • Consulting/project scoping • Support and technical expertise • Integrated solutions for business applications.
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Going paperless,
a major stake
FIVE REASONS TO PARTNER WITH SPIGRAPH NETWORK 1. Are you helping your clients to solve their challenges with document automation, data capture and business processes? Spigraph’s team of experts can share our project insights and best practices learned from over 20 years of managing document scan, capture and process solutions for 100.000+ clients across EMEA. 2. Are you working with clients who have complex ECM, ERP or other back-office infrastructures and need to capture and export data into their back-office systems? From SAP, Oracle, SharePoint and countless other infrastructures, Spigraph has experience in integrating our solutions with virtually every IT platform regardless of scale or complexity. 3. Do your customers struggle with legacy systems, old equipment or multiple IT vendors? Spigraph understands the challenge: Our expert consultants can assist your team to provide an audit of your client’s document capture environment. We help you advise your clients on possible solutions to either improve their existing infrastructure or to provide a manageable, cost-effective migration path to a new environment. 4. Do your customers demand an IT environment which is flexible, scalable and cost-effective? Spigraph’s industry leading portfolio – second to none in EMEA – provides scan, capture and process solutions for any organization. From small and mid-sized companies to government and public sector to global enterprises, Spigraph delivers world-class scanners, software solutions and services to over 45 countries across EMEA. 5. Are your customers searching for new ways to streamline their processes, provide quicker customer response times and improve overall services to their own clients? Learn about the latest improvements and innovations in client-centric business processes, register for an upcoming training session, partner event or Innovation Café and join Spigraph’s community of over 6.000 partners across EMEA. Spigraph Network is the leading solution provider and value added distributor across EMEA for document scan, capture & process solutions. Our portfolio includes world-class technology from:
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DOCUMENT CAPTURE AND MANAGEMENT GUIDE
THE OPPORTUNITY
Making the most of the opportunity Businesses are being encouraged to do more with less. It’s lucky for resellers then that they can offer their customers efficiency-boosting document capture solutions, reports Austin Clark
E
fficiency and productivity are big buzzwords in business today. Justifiably so given the pressure on profits and a need to drag the nation up the much talked about productivity league table. “Doing more with less”: that was how Bank of England governor Mark Carney described productivity growth at his quarterly press briefing earlier this year. He made it clear that he believes Britain’s productivity record will be the key to sustaining our economic recovery when he said: “In the medium term, productivity growth – doing more with less – is the key determinant of income growth. Our shared prosperity depends on it.” Happily for savvy resellers who are busy in the document capture sector (or those investigating how to get into the lucrative area), it means demand for efficiency-boosting document capture and managed workflow solutions are on the rise. “With a surge in demand for document capture solutions, more and more resellers are looking to add scanners, software and professional capture services to their portfolio,” says Dean Woolliscroft, key account manager at Spigraph UK. “Stepping away from box-shifting fulfilment there is a real opportunity to offer bundled capture solutions that tie in with existing hardware and software supplied and maintained by resellers. Best of all, this comes with healthy double-digit margin opportunities. “Moreover, organisations are looking to source ‘Green Button’ solutions that take the onus for managing the document capture process off their users and onto the solution provided. A fully bundled capture solution can not only scan and enhance the image quality but go on to identify the document, categorise, index, validate and output the image to a workflow, document repository or third-party process management system.” Simplicity Dean says that simplicity is crucial in maximising the use of document capture and therefore making the most of the opportunities out there. “Making the scanning process as simple as possible for the end-user ensures that the sales process can be extended to other areas within the customer’s organisation, while easily showing return on investment through the savings in time users spend interacting with documents such as supplier invoices.” Robust capture Jennifer van Lent, channel and solution marketing director EMEA says: “A major opportunity for resellers is to enhance a client’s enterprise content management (ECM) platform or BPM/workflow software with multichannel capture. Although some ECM and workflow software has the ability to extract information from emails or documents (after they are scanned and sent to a folder), very
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few have a robust, flexible capture front-end. “A robust capture software solution – such as Kofax – effectively collects all incoming information from multiple sources such as email, fax, MFP or scanner, digital files, mobile and web, and becomes the ‘first mile’ to virtually any ECM, case management or workflow platform. Why is this important? Organisations are providing – or customers are demanding – multiple entry points for their incoming information, including scanners to digitise the volumes of paperwork required for a student or work visa, web forms to register or change a customer account, smartphones for taking and sending photos of receipts or claims, and Facebook or Twitter for checking into a flight.” This has the added benefit of boosting user adoption. Jennifer explains: “By bundling or including data capture functionality to the sale of scanners and hardware and integrating into a document management system, the added benefit for customers is that user adoption skyrockets – both for the scanner and the document management platform. It eliminates gaps in a business workflow and enables easy-click processes for the user.” Hot verticals With the above in mind, what are the hot verticals that resellers should be targeting? The answer is that just about any business that handles incoming and outgoing paper documents can benefit from a document capture solution, especially as numerous different hardware and software solutions are available according to need and user numbers. That said, particularly hot according to Spigraph are the following: Accountancy: Managing receipts and tax forms with scanners and mobile phones – take a look at: www.youtube.com/ watch?v=Mk4c12iHwzo for more info. Legal: Document scanning and data capture into legal and case
DID YOU KNOW? Scanning and document capture yield two of the three fastest ROIs for organisations**. Scanning and capture users report ROI in: • 12 months or less = 39% • 18 months or less = 57%. The top three priorities for CIOs*: • Improving business processes • Reducing costs • Increasing use of information and analytics. * Gartner, June 2010
** AIIM, November 2010
THE OPPORTUNITY
WHAT’S IN IN FOR RESELLERS? According to Kodak Alaris, these are some of the key benefits for resellers offering document capture solutions: • • • • •
Healthy margin opportunity – enhanced earning opportunity Profitable services attach rate – implementation, installation, break/fix Deal registration – lock out the competition Extensive knowledge and support – vendors and trade distributors such as Spigraph are there to help Assist your customers to achieve their business objectives.
management software. This supports the EU paperless courts initiative. Spigraph, Fujitsu and Kofax are actively working with solicitors and legal professionals to provide solutions for digitisation of client files in support of this and other paperless office initiatives. Finance/Banking/Insurance: Mobile capture is HOT; virtually every bank has a mobile strategy for client engagement. However, many fall short, as mobile apps need to improve productivity through shortening processes, provide useful information to the client and be easy to use. Providing a mobile app just to ‘tick the box’ that an enterprise has a mobile strategy risks a negative effect: users don’t see the value of the app and they are quicker to look for a competitive solution.
DOCUMENT CAPTURE AND MANAGEMENT GUIDE
Andrew Cowling, senior marcomms executive at Fujitsu UK and Ireland, adds: “The public sector is an intensive user of paper and face a number of initiatives to reduce the reliance and level of use of paper within the workplace. Legislation is driving a move to digital and from healthcare to education to blue light to county councils, all are looking at and embracing the move to more effective ways of operating. “Other major verticals include finance, construction and legal who are all looking at ways of moving from paper-based processes to ones that are digital; courtrooms, for example, need to be fully digital by 2016. Fujitsu has developed a number of online training courses that talk about document management and how to sell our scanners into a number of different verticals, positioning particular scanners of our range against specific applications.” The right hardware When asked how resellers can effectively diagnose customer requirements when it comes to software, Andrew answers: “On our channel portal registered members can have access to a model configurator that can lead a potential customer through a journey to decide which scanner best fits; this can be simple questions such as which types of documents, potential daily scan volumes, applications, operating systems, quality of documents and so on.” Dean concludes by saying: “The demand for scanning and scanners is growing organically; resellers now have the opportunity to upsell intelligent capture solutions that massively reduce key strokes by automatically processing documents.” DS
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DOCUMENT CAPTURE AND MANAGEMENT GUIDE
THE DOCUMENT FLOW
Go with the document flow Just how can organisations manage documents and data and what is the document flow through organisations? Read on to find out
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ow can organisations manage documents and data? Get the answers to this question right and most resellers will be able to capitalise on opportunities to sell document capture solutions. So how can the document flow benefit businesses? “Typically an organisation will add scanning to resolve a departmental backlog of paper that works in isolation with the business process system they use,” explains Dean Woolliscroft, key account manager at Spigraph UK. “A good example of this is invoices. By introducing a scanning solution that identifies invoices by unique or supplier references, key data such as VAT, gross totals and so on can be extracted and passed onto the company’s accounts system. This can vastly reduce processing time and key strokes while accelerating invoice processing times. “That said, more and more organisations are recognising that data management is the real challenge and are looking for solutions that can manage incoming data that comes from a wide range of sources. A solution that acts as a conduit for all incoming data, be it paper or digital, identifies it, classifies it and then passes it on to the relevant department for processing. Such solutions not only collectivise and simplify the way an organisation handles the massive volume of incoming business data, but ensure it is dealt with appropriately whilst creating an audit trail that details every step of the process.” Information management Much of what we’re talking about here relates to information management. What exactly is this?
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Innovation in capture
Kodak Alaris says that information management allows documents to be created, shared, organised and stored in an easy-to-use and appropriate manner. This involves converting paper documents into an electronic format that can be accessed and edited easily, and also shared across a network. A spokesperson from the information management division of Kodak Alaris says: “Kodak Alaris is a company driven by the simple belief that ‘we can always find a better way’. Our information management division helps organisations capture content from
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•
Compact document scanner for busy workgroups and customer-facing environments
Compact and powerful
Benefits
The imageFORMULA DR-C240 is an ultra-compact and powerful desktop scanner featuring a robust design and reliable paper handling for capturing multiple document sizes and formats, including passports.
• Boost productivity with fast 2-sided scanning at up to 90ipm
45 ppm
90 ipm
60 sheet ADF
4000 scans / day
• Easily scan various types of documents including passports with one compact device • Enjoy peace of mind with supreme paper-handling reliability and durable construction • Enhance your environment with quiet operation, compact build and elegant design
DOCUMENT CAPTURE AND MANAGEMENT GUIDE
THE DOCUMENT FLOW
digital and paper sources, extract insights, and deliver the right information to the right place at the right time for better outcomes. “Our portfolio includes document scanners, a global service and support team, and software and solutions that capture and intelligently manage information. For small offices and large-scale organisations, we provide new ways to automate processes, improve customer interactions and make smarter business decisions.” The digital mailroom One of the business areas where document capture and management solutions are most commonly used is the mailroom – here’s a guide to how documents flow though mailrooms and the benefits. Solution: • Scan all incoming post and send the digital documents to recipients from the office manager’s desk or directly from the mailroom. Exception: handling limited to a select number of documents which cannot be scanned for legal or other reasons. • Classify documents according to document type (such as invoice, CV, contract or order) • Easily index key information (like date, customer number or invoice amount) either directly from the panel on a network scanner or from a PC • Scan to email, Office (Excel or Word) or SharePoint • Integrate seamlessly into ERP, ECM or CRM platforms or any back-office system. The benefits: • Manage and route all incoming post from any scanner in any location all via a single platform. • Enterprise-class intelligent capture software to classify, index and export all incoming data and centrally manage all incoming information via a single platform. This includes paper-based and physical documents, electronic documents, email content, faxes, SMS or content from social sites like Facebook or LinkedIn.
DID YOU KNOW? According to Kofax, $25bn is spent annually on filing, storing and retrieving hard copy documents.
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• For centralised mailrooms: High-speed production scanners with built-in intelligence reduce pre- and post-document preparation, sorting and exception handling. • For branch offices: Cost-effective scanning from any workplace or environment, integrated with the enterprise infrastructure and centrally managed. • For mobile or field employees: From any location, capture information immediately at the source and route documents directly to the appropriate person or to a back office platform. Available from wifi-enabled mobile scanners, any web browser, smartphones and tablets. DS
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Fujitsu is your ideal partner for document management scanning. With decades of experience, leading technology and driving the market, Fujitsu scanners are state-of-the-art.
Network Scanner
ďŹ -Series scanners bundled with:
For more information please visit: http://emea.fujitsu.com/scanners
DOCUMENT CAPTURE AND MANAGEMENT GUIDE
SOFTWARE
The software behind the solutions Behind every great document capture solution is brilliant software. AUSTIN CLARK finds out more about the role clever software plays in integrating documents into business processes
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SOFTWARE
DOCUMENT CAPTURE AND MANAGEMENT GUIDE
I
nformation acquisition works by transforming analogue documents into digital data, in the process allowing their use in management and archive systems. At the heart of this transformation is software, which comes in multiple shapes and sizes according to end-user need. When implementing a document capture solution the choice of software needs to considered carefully and the diversity of documents, choice of scanning and indexing methods should all be taken into account. Capture software tends to be bundled free with hardware and allows plenty of tasks to be completed, including editing of documents and OCR (see our handy glossary of terms for more information), along with SharePoint integration. Then there’s advanced capture software which, as its name suggests, goes much further by allowing indexing, the extraction of data, multiple line capture and the ability for full ECM integration. Straight out of the box Capture software really does allow users to get up and running quickly and easily, ‘straight out of the box’. For example, included with Canon scanners is a batch capture and image clean up solution called Capture On Touch, which will handle many of the common tasks such as scan to file or create a PDF. Drivers for both ISIS and Kofax VRS are standard too, allowing these scanners to fit seamlessly into industry-leading solutions. Fujitsu also offers a number of scanners that are fully usable out of the box. “An important part of scanning is the ability to retrieve information after scanning and key to this is creating the best image possible,” explains Andrew Cowling, senior marcomms executive at Fujitsu UK and Ireland. “Our scanners, through automated hardware functionalities, do a great job creating a crisp image but software included with our fi range such as PaperStream help even further with image processing, applying features that produce exceptionally clear, high quality images that are suitable for direct import into a workflow and for future OCR purposes and effective retrieval.
Key features of document capture software: • Streamlines workflows and processes • Quickly and easily converts batches of paper into high-quality images • Captures and indexes critical data • Sends smarter information to ECM systems • Integrates with your business applications • Suited to everything from desktop to high-volume operations • Scales to your needs
DID YOU KNOW? It takes two people a year to process 100,000 invoices manually. Automate 60% of the process and a business can save the staff cost of one employee. This highlights how easy it is for a company to see return on investment.
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“Our fi range also includes Scanner Central Admin software which enables all our scanners to be managed and maintained from a single location to minimise downtime anywhere on the global system. Our ScanSnap range includes OCR software to enable the creation of editable documents such as Word or Excel as well as business card software that extracts data for import into database packages. Additionally, with our ScanSnap range we supply ScanSnap Organizer which allows for the classification and filing of documents into usable folders and our deluxe models include Rack2-Filer which can easily help generate, virtually organise and read scanned data.”
An important part of scanning is the ability to retrieve information after scanning and key to this is creating the best image possible Software know-how Spigraph’s Dean Woolliscroft says: “The actual process of document capture and the hardware involved is critical but it’s only part of a solution. It’s what you do with the document and the data on it once it has been scanned that is really interesting and where the real savings can be made. Software is at the heart of this so resellers really need to ensure their customers get the right product for their needs – now and in the future. Through Spigraph’s capture know-how in professional scanners, software and services, we can select, reference and distribute software known on the market; specialising in document capture. Spigraph supports resellers in the choice and implementation of this software.” Document capture software can be a complex business. By working with the likes of Spigraph and its software partners, resellers can ensure they’re getting the right solution to their customers every time. DS
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DOCUMENT CAPTURE AND MANAGEMENT GUIDE
SELLING SOLUTIONS
Capturing sales So far in this guide we’ve looked at the market opportunity, investigated the workflows and discussed the software that underpins document capture. That’s all good but how exactly can resellers get out and sell solutions? Austin Clark finds out
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ike most service-led solutions, when it comes to selling document capture, resellers need to concentrate on delivering solutions to the problems their customers are facing. That could be a need to reduce admin time, a desire to cut staffing costs through automation, a request to centralise document access across multiple locations or a want to streamline workflows to ensure consistency across an organisation. That therefore means resellers need to know the solutions they have available but, as a spokesperson for Canon says: “It’s important to be in a business conversation first because the technology enables a solution; it isn’t the solution itself”. That means asking the right questions and talking to the right people in an organisation. When asked who a reseller should talk to in an organisation Canon’s spokesperson said: “That’s not an easy answer as it depends on the business. Generally the person who has the problem or need will be willing to open dialogue but of course this isn’t always the decision maker or strategic direction setter. It’s therefore important to engage at multiple levels.”
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Andrew Cowling from Fujitsu UK adds: “One key thing for resellers to understand when selling a suitable solution is an organisation’s capture goals. Where are the paper pinch points? Where is the most paper stored currently? Who generates the most paper? Who receives the most paper? Is there a workflow already in place to deal with digitally born or newly created documents? What is the turnaround need for getting these documents into a process or workflow? How will these documents be stored as in which devices and how will they be managed? As these documents move from department to department what will be done to these documents? Who will search for, retrieve and distribute these documents? Are there any other storage methods both onsite and offsite for paper documents? What is the current disaster recovery plan? “It is imperative to fully understand the existing paper process of an organisation and not just what works well but what doesn’t. Any new solution needs to be implemented and designed accordingly so that it is fine-tuned and tailored to seamlessly fit to that organisation’s specific requirements.”
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Get big-time performance in a smaller scanner Kodak i2000 Series Scanners kodakalaris.com/go/i2000
So much performance in so little space. The latest Kodak i2000 Series Scanners combine simple operation and impressive productivity in a very compact package. So you can quickly share information and keep your critical business processes humming.
Š 2015 Kodak Alaris Inc. The Kodak trademark and trade dress are used under license from Eastman Kodak Company. 07/15
DOCUMENT CAPTURE AND MANAGEMENT GUIDE
SELLING SOLUTIONS
Kodak Alaris suggests asking the following qualifying questions and has handily listed some of the more common problems that will come up in response: 1. How does your company manage information that is currently paper-based? 2. Do you have any of these challenges? • Not able to share information in time across branches or different offices • High running costs – time to cash, manual labour. Do you want to process transactions for less cost and faster? • Cost of space – storage and paper shipping costs money. You could save 90% on storage and space saving and 100% shipping savings. 3. Is your company or organisation expected to meet government and regulatory compliance? • File integrity – ARMA study shows a paper – based filing system has a 6% misfile rate, even in a well-run system. Effective sales support Happily, document capture is an area where plenty of support is available to resellers looking to roll out solutions to customers. Dean Woolliscroft from Spigraph says: “Spigraph is in the unique position that we can offer ourselves up as a sales resource for our reseller base. Our end-user focus means we can use our document capture expertise to diagnose requirements, propose hardware, software and professional services and then supply the bundled solution through the reseller channel.
WERE YOU AWARE THAT? Decision makers lacking simple access to structured and unstructured data leads to: • Inconsistency in communication between functional areas • Duplication of efforts and ‘reinvention’ – creating something again due to lack of information • Poor decision making and increased costs due to lack of access to information on paper • Non-compliance – internal best practices/governance within industry and/or government regulations • Loss of customers/decreased customer satisfaction from not being able to answer questions quickly.
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We’ll happily do the consultation, take our findings to the reseller and then roll out the solution, leaving the reseller to just take the margin “Whether it is a telephone conversation to diagnose a general requirement, an online demonstration to show the end-user how to digitise a paper process or an onsite audit of an organisation’s current paper processes, Spigraph can work with resellers and their customers to deliver solutions.” Plenty of support is available from manufacturers too. Fujitsu, for example, has its own imaging channel program (www.imagingchannel-program.com) which is a great first stop for access to a wealth of material. On signing up, regular communications will inform of new products, new promotions, toolkits which can be downloaded offering material such as co-brandable literature, online banners, print adverts and so on. Plus, information will be shared on deal registration, access to evaluation units, webinars, training modules showing how to sell and position scanners, access to programmes for marketing development funds and, perhaps most importantly, access to expert staff who can advise on positioning, marketing and technical queries. Canon is another company offering plenty of support. The company spokesperson told me: “As a brand we have a huge range of hardware solutions that can meet most needs. In addition we have within the Canon family capture and document management solutions that can form part of a total solution or used in isolation – it’s really up to the reseller to decide how to engage with us. The one thing we are most focused on is flexibility; if the customer requires a particular interface we have SDKs and will work with the reseller to meet their customers’ needs and leave them with a solution that delights them.” Take advantage Dean concludes by encouraging resellers to take the plunge and really dive into this lucrative opportunity. “We’re here to make it easy for resellers to benefit from document capture and digital workflows,” he says. “We’re channel only and here to help. We’ll happily do the consultation, take our findings to the reseller and then roll out the solution, leaving the reseller to just take the margin. “Document capture is great for resellers because it isn’t a sector that’s about being the cheapest. It’s about delivering the best possible service and making the most of the opportunities that are present within a reseller’s existing customer base.” DS
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