Glyn Dodd, managing director of Centrex Services, talks about challenging commoditisation, developing specific solutions for retailers and working with a wide range of partners.
Tell us about your business – what products and services do you offer?
Centrex Services provides all the elements of technology hardware support.
We work with a range of companies in all types of industries – from indies to channel partners, buying groups and large retail chains.
Who are your customers?
Working with partners such as Synaxon, we have been introduced to a wide range of resellers and service companies. We also work with other channel organisations such as Computacenter and Phoenix IT in order to provide our services to a wide range of customers.
How has business been?
It has been tough. The repair and maintenance market has become quite commoditised, so we are on a mission to change the approach, as the current technology support model is not fit for purpose in today’s environment.
We are in the process of redesigning every element of the supply chain. This streamlined process is called leansource, eliminating waste and improving service.
What’s next for you in 2014?
In addition to reshaping technology hardware support, we are developing specific solutions for resellers and retailers. Technology is becoming increasingly sophisticated, so we are changing the thinking too.
What’s the best thing about what you do?
I love the way everyone in the business thinks about applying new intelligence to an area that is quite staid. Each and every idea brings innovation to the industry.
What’s the strangest request you’ve ever had?
Not so long ago, we needed to replace a laptop for a customer, but knowing that business hardware is not sold with pre-loaded software, we were asked if we could obtain the standard applications. The time frame was incredibly short, so we took the initiative and stopped at a computer retailer, purchased the software and installed on site.
What are the benefits of an organisation like Synaxon?
Partnering allows us to interact with organisations new to us. We can provide solutions that extend the members’ own portfolio and enable us, as a group, to reach a much wider audience.