Interview with Pat Duffy

Interview with Pat Duffy

We approached the founder and managing director of Office Technology Ltd. with a few questions to learn more about the company and their approach to customers (interview in January, 2017)

 

 

What inspired you to set up Office Technology?

Office Technology was set up in 1992 with a desire to bring top class state of the art office equipment to the Irish market place. We wanted to give a personal service which is absent from many multinationals.

We know our customers, they’re not just numbers. Over the past 25 years we have developed this ethos and it remains our primary goal.

 

 

What are the issues your customers are faced with when looking for your help?

Customers are looking for good honest advice. They want to deal with a company which they can trust to give them the right solution.

Most potential customers will do their research on-line but this research forms other questions which they would like answered.

When customers call us we do our utmost to give them the best possible solution to solve their business issues within their budget.

 

 

What do your customers like most about your approach?

I can only go on the comments which I hear back regularly from customers.

They comment that our people are friendly, knowledgeable and quick to respond to their issues.

They like that we get to know them personally, that we get to know their business issues and that they’re not just a number.

They like the fact that they have choices.

If they wish to log service calls for instance on-line we have the latest state of the art technology to allow them to do so.

On the other hand, if they want to have a chat with a friendly operator and explain their issue they can do that also.

Customers have also commented that our online “Chatline” is a great idea from which they get a lot of practical use.

 

 

What are the key drivers in the copiers business?

The key drivers currently are cutting costs while simultaneously increasing productivity and efficiency. New technology is cheaper to operate.

Manufacturers have reacted to the worldwide economy and are now producing equipment that is much cheaper to service.

This allows us to pass these cost savings on new equipment to customers in the form of lower running costs.

Meanwhile productivity and efficiencies can be dramatically increased by the implementation of our low cost software solutions such as; PDF ProIW Desktop, Therefore Document Management, eCopy SharescanIRIS file compression, and uniFLOW Output Manager

In short the integration of hardware and software solutions is the key driver of lower office printing costs and increased productivity and efficiency for Irish businesses today.

 

 

How are copiers and printers linked to office furniture?  

The same companies that buy office furniture buy office equipment.

We entered the office furniture / fit-out business almost 20 years ago to bring more services to our base of loyal customers.

Now, when a company is moving premises or setting up they can come to us and we can supply them with all of their office equipment, furniture and Information technology(I.T.) requirements.

The world of business is a busy place so potential customers like the idea that we can handle many aspects of their office requirements.

 

 

Where do you see yourself and Office Technology in the next 5 years?

We are 25 years old this year!

We have always prided ourselves on giving excellent customer service. This I believe we have done.

Many of the customers who were with us on day one are still on board.

Over the years we have kept ahead of the technology curve through partnerships with industry leaders such as Canon, Microsoft and Olivetti to name but a few.

Our people are continually learning new skills to bring the best level of service to our clients.

The only thing that any of us can be sure of in business is change.

We realise this and we are continually changing the way that we do things to bring better services to our customers.

Over the next 5 years, I would see ourselves being even more integrated with our customers business as we introduce more cost saving and productivity solutions to our many clients.

Why only look at the next 5 years?

At Office Technology, we are looking forward to another 25 years of serving Irish businesses!

Wishing you all the best in your business endeavours.

 

Pat Duffy