Distributors Move Beyond Paper

Do you offer, or plan to offer, new or different value-added services?

Watson: We're starting to do a lot more planning to utilize the Web. In some cases it may just be that we offer a horse of different color, but we're looking to take the client to the Web more.

Schachtel: We are always seeking out and offering new services to meet our customers' needs. By listening to clients, distributors can figure out what customers are looking for and then create a solution for it. That is the beauty of being a distributor.

Peterson: One of the newest services we offer is an electronic signatures package. This is software that allows someone to sign electronic documents with a true, authorized signature. The software comes with security features that prevent documents from being changed. We decided to offer it since the e-signature bill was recently passed during the Clinton administration, which will cause more and more companies to demand it.

Emis: We just purchased a pre-sort mail company, which handles some postal functions like bar coding. Mail is going to be our emphasis as far as the future is concerned. We are also working on Internet bill presentation. We've already got online viewing for customers.

What seems to be the most requested value-added service that you offer?

Peterson: From a frequency standpoint, traditional storage and pick and pack services are the most requested. Direct mail is also popular, considering the statistics. Because these services are less expensive than some of the more modern ones, a lot of end-users can take advantage of them.

Emis: We've found that warehousing is a pretty big deal because of the space and storage limitations of our customers. We're doing a little bit of e-procurement with Four51, an e-solution provider, as well.

Watson: The most popular service for us has been Statements With a Twist, which has been growing about 25 percent annually over the past four or five years. However, we've been able to take our experience in marketing and pull our PrintManage program together so that we can understand how that will go as folks become more Internet savvy.