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Putting the customer at the center

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  • Putting the customer at the center

    An interview with the Managing Director of Enfocus
    Some of our members may be aware of changes at Enfocus during this year. As change happens, staff turnover occurs and some new faces emerge. Such has been the case at Enfocus, however the one constant is their ongoing customer support, evident on PrintPlanet posts and by their own, internal customer support. At PRINT-17, our staff had the chance to meet the new Managing Director, Wim Fransen, and discuss his customer-centric focus.

    No stranger to the industry, Fransen worked with Enfocus’ parent company, Esko, for 22 years prior to joining Enfocus this July. We found him to be quite knowledgeable about the nuts & bolts of Pitstop and Switch. This is not surprising since previously, he was Esko’s director of Interactive Applications Software Products, where he headed a team of managers and engineers for packaging design and pre-production applications.

    Fransen related that PRINT was a fantastic opportunity to meet customers and partners, and proved to be the perfect place to kick off their customer-centric focus. “Visitors to our booth really want to build a personal relationship and look us in the eye—trust is the essence. Whether we were talking to the press, influencers, customers or prospects, we put all our cards on the table—no hidden agenda. This paid off at PRINT: the conviviality at the booth spoke volumes. It was time well spent, and allowed a deeper understanding of customer needs.”

    Printers need to continually produce high-quality output and use solutions that provide the most efficient uptime and maximize profit. To this end, Pitstop has added features that allow a user to establish action lists for a specific customer or a particular job. This is an intelligent form of PDF that acts as a Quality Control tool that can automatically make corrections. Switch also has additional features and is fully capable of integrating with other workflow and MIS tools. Fransen says, “We invested heavily in demos at the show and our integration partners were on-hand to show customers key features for tailoring to their own, individual needs.”

    About PRINT-17, Fransen continued, “It was a great atmosphere, and judging by the feedback we received, our industry reputation and our level of quality has been fully endorsed.” After the show, he will visit customers at their plants to learn more about their needs.

    Not only tech savvy, Fransen is also very personable. He told us that his experience and knowledge will help drive innovation and development across Enfocus products.
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