The evolving vendor

There is no question about it. Whatever you need for your office, the best policy is almost always to deal with specialists.

But the world is changing, and it is becoming increasingly important for customers to ask themselves what sort of specialist help and support they most require. In the past, it was a simple decision. If the issue in question concerned copying, you would turn to an office equipment supplier.

If it involved your printing needs, you would probably deal with a computer reseller.

"In these days of convergent technology, many suppliers no longer work in clearly defined `boxes`," says Michael Stanley, marketing manager at Gestetner SA.

He adds: "Companies have moved on from defining their business by the products they sell, to thinking more widely about the role they fulfil for customers."

Companies must devise integrated consulting, product and service mixes, which are flexible to the specific needs of every customer.

According to Stanley: "By offering a range of products, traditionally non-IT office equipment businesses have made the move into potentially new market sector, which was previously the domain of IT resellers."

An average company will have multiple devices, several lease agreements, several maintenance agreements and many different types of supplies. When you add into this administrative costs involved, it is unsurprising that few IT managers know the true cost of ownership and the management of their printing resources.

It is at the support and maintenance level that the difference between the overall office equipment vendor approach and that of an IT reseller is most visible.