Since the GDPR regulations came into effect on 25th of last month, in-house shredders have been working overtime to keep up to speed with the extra workload, shredding old and personal documents that once were allowed to be kept. This has led to shredders becoming in need of repair with problems such as jamming and squealing, as shredders go from being used once or twice a week, to everyday.
Here, Matthew Greenland at SRS Sales & Service explains how dealers can take advantage of GDPR to review customer’s shredders and offer a service to keep everything running.
According to Matthew, as the machines become more overworked, it is important to have them serviced and this is something that dealers can capitalise on, as well as using the opportunity to upsell other services and products. During a service, customers can expect their machines to be cleared of all paper dust, have the gears re-greased, the cutters oiled internally, and have all the safety features checked.
Matthew said, “once it has been serviced, it’s going to be quieter, more efficient, with less chance of it breaking and downtime, and it’s certainly going to be a lot cheaper to repair it than it is to replace it. It’s much more beneficial for the customers and the environment as these wasted machines are not ending up in landfills.”
“We deal with lots of dealers, big and small, and they get the dealer prices, about 10-20 per cent less so they can add their bit on and charge the customer what we normally charge them. It’s a service that lots of dealers do already work alongside SRS to offer. Another good opportunity is preventative service agreements, this is where we can come a service your shredder on a regular basis, generally on a three-year agreement, with a minimum of once service a year. This keeps your customer tied into you and guarantees return business.”
Currently SRS reviews its customers shredders, reminding them that the machine is due a service. This is an area that is currently not being tapped by dealers, but Matthew believes that by being more proactive, dealers can benefit from this too.
He said, “it’s not something that dealers have been doing at the moment, and I think they can do a lot more. Some of the dealers we deal with sell shredders and their customers will ring up them to say they need them to come and fix it. In that way the dealers are more responsive than proactive. If dealers went back through their records and spoke all their customers to say that their machine is due its annual service, like we do, they would get a good response, as around 40-45 per cent say yes.”
SRS is the official service agent for Dahle and Kobra, undertaking all warranty and after sale repairs. However, the warranty only covers a manufacturer’s fault so Matthew advises that customers need to get their shredders serviced under warranty too.
“If we go out under warranty and the machine is more wear and tear because it has been used so much rather than a manufacture fault, then that’s not fair on the warranty’s terms and the customer will be charged. I think that it is important for people to know, that although there is a warranty on these machines, they still need servicing. On an average, we would recommend yearly servicing but we also have some customers, like the MoD, that have six monthly serving and then smaller companies that have 24 month servicing.”
With GDPR now here, SRS has seen a higher influx of not only sales, but services and call out repairs. This has especially been seen as customers have been overworking the machines, putting in more paper than they can handle to get rid of the back log of documents. The company is now urging dealers to take advantage of this to increase their revenues too as it is something that they may not have previous been aware of, but it is something that can so easily be done.