Lanier Australian Managing Director John Hall reminisced about its Australian beginnings in 1975 selling and servicing voice dictation equipment – which it still does - and of its merger with Ricoh in 2001. ‘If ever there has been a company that has gone from analogue to digital and well beyond its Lanier,” he said.
Lanier has four main areas:
- Print – more specifically digital press
- Managed technology services – office automation, print, workflow, document, and environmental solutions
- IT services – support; help desk; cloud services and data centre; and security, back-up and recovery
- Products including office printers, faxes, wide format printers, photocopiers, projectors, digital whiteboards and VoIP devices, and services.
It has 300 employees nationally and a comprehensive dealer network.
It was nice to see an Australian call centre in action – it has one in Melbourne for its print services and the new one in Sydney for IT support. Lanier’s move into IT support came after it acquired IT services provider Inspire IT in April this year. Former founder Alan Burt joined Lanier as chief technology officer and his stamp is evident on the transformation of this respected company.
“We offer Level 1, 2 and 3 support – different priorities – and currently service about 250 customers and 3000 seats. Clients range from sole traders to 500+ seats and the centre handles about 120 phone calls and 80 emails per day – we are beating our agreed SLA for resolution’” he beamed.
Print production group Sales Manager Raj Chandiok demonstrated new digital press that would produce 90 pages per minute of personalised direct mail pieces. “Print has matured but remains a staple of the company. Digital, personalised print is now a complementary marketing technology where it gains significant cut-through over other forms of advertising in an increasingly crowded communications field,” he said.
He was more bullish on the effect of the cloud on print services and said Lanier’s focus was now more on getting rid of paper – not creating more – via document management solutions. “The new Sydney centre will be a place where potential users can engage with innovative new technology solutions designed to enable them to solve new challenges.”