PRINTITRESELLER.UK 39 VOX POP PrintIT Reseller: Are you seeing a genuine shift in customer demand for workflow automation, scanning, and document management solutions, or are you still having to educate and drive that conversation? Simon Wright, MPS Director, FUTERA: I think we’re seeing a bit of both. Five or six years ago, most of the conversations were started by us. We’d be talking about document management, scanning workflows and reducing paper, while customers were generally focused on replacing a printer fleet or reducing costs. Today, the conversation is much broader. Only recently I was speaking with a customer who came to us because they were struggling to find information quickly enough across the business. They weren’t asking for document management software. They were talking about productivity, customer service and how long it was taking staff to locate information. The solution happened to involve document management and workflow automation, but that’s not how they framed the problem. That’s becoming increasingly common. People are starting to recognise that information trapped in filing cabinets, inboxes and shared drives creates inefficiencies. The rise of AI is also changing the discussion. Customers are hearing about Microsoft Copilot and other AI tools every day. One of the first questions we ask is: where is your information stored today? because AI can only work effectively if it has access to organised, searchable information. So yes, there’s definitely more awareness than there used to be, but part of our role is still helping customers connect the dots between the business challenge they’re facing and the technology that can help solve it. John Rivett-Carnac, Managing Director, Managed Print Solutions: We’re definitely seeing a shift in customer awareness, particularly among larger organisations and businesses with hybrid workforces. Many customers now recognise that paper-based processes can create inefficiencies, security risks, and unnecessary costs. However, there is still a significant amount of education required, particularly amongst SMEs, where businesses often know they have a problem but aren’t always aware of the available solutions. Our role is increasingly consultative. Rather than selling a device, we’re helping customers understand how digital workflows, document management, and automation can improve productivity, compliance, and customer service. The conversation has evolved from: how much does the printer cost? to how can we work more efficiently? Mark Asbridge, Head of Product Enablement, MyQ: We are seeing a clear shift in customer demand. Five years ago, many conversations around workflow automation and document digitisation were driven primarily by vendors and channel partners. Today, customers are increasingly approaching us with specific challenges related to document handling, compliance, process efficiency, and hybrid working environments. What’s changed is that organisations no longer view multifunction devices simply as printers. They increasingly see them as part of a broader document ecosystem that includes scanning, cloud storage, workflow automation, and secure information management. The demand is particularly strong in sectors such as government, healthcare, education, finance, and legal services, where organisations manage large volumes of sensitive information and are under pressure to improve efficiency while maintaining compliance. That said, there is still an important educational role for vendors and partners. Customers often understand the business challenge but may not yet be aware of the full range of technologies available to solve it. The conversation has evolved from why digitise? to how do we digitise effectively? Ryan Green, Digital Services Director, Carbon Group: We’re absolutely seeing a genuine shift in demand but it’s evolved. Our customers are now driving the why. They recognise that paper-heavy, manual processes are slowing them down, increasing risk, and limiting visibility. I believe their increasing need for efficiency, compliance, and hybrid working is accelerating that change. Most organisations know they need to digitise, but they don’t yet see how print, scanning, and existing back-office systems come together to deliver it. That’s where we step in mapping workflows, integrating platforms, and making it work in the real world. The other big shift is expectation, print is no longer just a cost conversation it’s a gateway into digital workflows, with scanning and document capture now a key differentiator when choosing a partner. PrintIT Reseller asked leading OEMs and resellers whether customers are genuinely driving demand for workflow automation and document digitisation, or whether the channel is still having to lead the conversation. From guiding organisations through paper-to-digital transitions to reshaping portfolios around recurring services and deeper integration, this VOX POP explores where the real commercial opportunities lie Paper-to-digital – the market shift – part one continued... Simon Wright John Rivett-Carnac
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