Every now and then, I’ll get the chance to speak with some of our P4P Hotel Partners. With many dealers continuing to offer additional services to their clients, I thought it would be a great time to hear from DocuWare. A few weeks ago, I had the opportunity to conduct a short interview with Timothy Sutter, COO of DocuWare.
Congratulations on your new gig with DocuWare! So, I’m somewhat curious as to what a COO’s role is with DocuWare?
I am in charge of Marketing, Sales and Customer Success, what’s really important is that they are all interrelated and tied to a customer’s lifetime journey with us. We are constantly going back to our Authorized DocuWare Partners and end-user customer base to make sure they are satisfied. We are also in a mode of continuous improvement learning along the way how to get better.
When I was on LinkedIn the other day, I noticed that you went to Stony Brook University
- Are you a fan of any of the NY Metro Sports team? Yes, the Rangers
- What is your favorite sport? Hockey to watch and golf to play
- I saw that you grew up in Smithtown, NY, is that mid island? It’s on the Northshore of Long Island in Suffolk County.
If you had to pick to be a certain type of animal what would you pick and why?
That’s an interesting question. I would be my dog; his name is Beukeboom and he is a 185 LB.Great Pyrenees. Where ever we go he is the highlight of conversation. People always stop and ask the same questions, what kind of dog is that, how much does he weigh, how much does he eat? Thing is, he does not move all day and I don’t stop moving…grass is always greener.
What are some of DocuWare initiatives for the dealer channel in 2015-2016?
- Cross pollination of content and marketing efforts
- Value based tools for dealers
- SEO improvement to increase lead development
Selling Value, what does than to the mean to the dealer channel?
It means helping them understand how to measure and communicate the value a solution provides overtime and discussing how the savings can be used to grow the business or improve the balance sheet and/or income statement.
I’m a hardware guy trying to make that transition to more software sales, been doing it all of my sales career. Can you give us some bullet points about hardware versus software sales that we can take to the bank?
- Do the research, understand the industry challenges and the specific customer needs
- Understand the customers’ challenges to overcome these needs (people, time, expertise)
- Understand sensitivity of the process to the company’s success, make sure you get the process correct and agreed to by all parties.
- Thoroughly explore the pitfalls of a process and become a guru of the customers’ processes
- Measure the impact in dollars over the life of the system (3-5 years)
Are you more of a fan of vertical market sales for software sales?
Yes, you can become an expert in the vertical market and the processes that are involved with that vertical market. Many times they are the same or similar from company to company and solving the pain is a competitive advantage.
Long term partner success, what does that mean for your Partners?
It means they become more of a trusted advisor to their customer and get longer term customer relationships. DocuWare has been around for over 25 years, our software is rock solid and we are the only document management company that has full parity between cloud and on premise. Customers have choices to meet their specific needs at specific times.
Long term customer success what does that mean for your customers?
The best technology that is in the market today for scalability, simpler user interfaces, security, and integration. That means they get to see long term financial benefits when using DocuWare. Customers start saving immediately in most use cases and fend off increased costs in the future due to automation. As the customer’s business grows, your costs stabilize allowing you to invest more in revenue generating activities. A nice way to future proof your business!
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When Tim stated his dogs name was Beukeboom, it kinda threw me back a bit. I never heard of a dog named Beukeboom before. Thus, I just had to ask how Tim came up with the name. Seems Tim is a BIG NY Ranger fan, and named his dog after Jeff Beukeboom who played with the NY Rangers from 1991-1998 and won a Stanley Cup in 1994.
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