Last week, we shared part one of our interview with Vice President Harris Han, where he told us the full story behind the Smart UX Center. Today, we share with you the second half of the interview, where Vice President Han discusses Samsung’s ideas for providing customers with innovative solutions and its future plans for “The Next Big Thing” in printing.
(Click here to read part one.)
Solutions’ key role in the printing business
Businesses of any scale, whether enterprise or SMB, increasingly look for cost-saving solutions. Please tell us about Samsung’s offerings.
We not only have solutions that can save costs for businesses (end users), but we also focus on those that can reduce costs and maximize profit for our dealers and partners. For instance, one of the biggest costs for dealers is service cost, especially in large countries like the United States and Australia.
So we developed a service app that enables service engineers to remotely diagnose customers’ printer errors and check printer status. Samsung printer service is possible even without an engineer’s visit, and even if the engineer does need to work on-site, he can check for the parts and tools he needs for multiple service calls before leaving, saving time.
How about Samsung’s security solutions?
Security is very important in printing. It’s because when a user decides to send data, the easiest way is to hit “print.” Companies tend to be very sensitive about e-mail, photo, and mobile security, but when it comes to printing, they’re complacent.
This is why we’re proactive with our security solutions. Of course we have user authentication, but we also have solutions that track down every print job to the user that released it, and solutions that scan documents for pre-set words that block printing (for instance, any document with the words “internal use only” would not be released). We’re working on developing enterprise-level security solutions and of course, strengthening the regular offerings we already have.
Many businesses still think of cloud solutions as an option, perhaps an unnecessary one. What are your thoughts on the prospect of cloud technology? Do you think Samsung’s cloud business will grow?
Of course cloud business will grow—it costs little and there’s much demand. In fact, it’s growing fast. There are some companies that are already providing cloud-related services upfront and are gaining big already. Many SMBs are already moving to cloud-based servers.
Another advantage of the cloud is that with user authentication, devices can be managed easily. Remote printing and sharing are just some of the basic benefits. At Samsung, we’re looking for ways to analyze a user’s usage and big data to provide optimized solutions. For instance, if a user runs low on toner, an alert would be sent, along with the option to order more.
Why does Samsung provide ISV (Independent Software Vendor) solutions? How do these solutions benefit customers?
This is important because certain vertical markets rely heavily on specific solutions tailored to their needs. Because our in-house solutions are targeted towards general usage, there’s a limit to how much we can focus on vertical market targeted solutions. That’s why we provide an open platform that allows users to use the ISV solutions they want.
When it comes to solutions, a lock-in strategy is best. To enable users to use multiple solutions for low costs, Samsung focuses on customization and extensibility. We know that it’s easy to replace a broken printer, but with solutions, it’s a different story.
Samsung’s plans for 2020 and beyond
What will Samsung focus on in enhancing printing solutions?
IT managers are concerned about information security, end-users want easy-to-use solutions, and dealers want solutions that can enhance service and minimize service-related costs. By focusing on these three things—security, usability, and serviceability—we want to help all stakeholders in the printing industry, from end customers to dealers, IT administrators, and ISV providers.
From a hardware standpoint, we’re focusing on durability, lower supply costs, and reduced cost per page to offer a lower total cost of ownership to the user. We’ve come to a point where our technology does not fall behind that of competitors, no matter how much longer they’ve been in this industry.
What is Samsung’s strategy behind becoming a tier-1 brand by 2020?
We have two main strategies—the “Catch Up” strategy and the “Catch Me” strategy. The Catch Up strategy is like parody. It involves following in competitors’ footsteps in terms of products and solutions. We have caught up with major leading companies in this industry with our products, and some perform better than competitors’ products.
The Catch Me strategy, on the other hand, involves point of differentiation. Our NFC printing, Samsung Cloud Print, the Smart UX Center—these are all part of the Catch Me strategy. With these new ideas, we provide the best products and solutions, and this is possible because we’re Samsung. We want others to follow us, and we are already seeing the movement.
The industry is watching us to see where we are headed. With these strategies and our investments, I am sure we will reach Tier 1 by 2020.
We want to thank Vice President Harris Han for taking time out for this interview and telling us interesting stories behind the development of Samsung’s key printing solutions. His insightful stories and plans showed his passion as a developer who really knew where Samsung is going with its innovative solutions.
We will continue with more of the Inside Samsung Printing Solutions interview series, right here at SamsungPrintingSolutions.com, so stay tuned.