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ScanSource CEO Mike Baur On ‘Solutions’ Rebranding, Customer Experience Strategy And 2019 Goals

The distributor says for 2019 the customer experience is king. ScanSource is arming its partners with tools to upgrade and integrate call centers with Salesforce.

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ScanSource Chafes At Being Called A ‘Distributor’

Fresh off its latest earnings call in which the distributor delivered solid growth, ScanSource CEO Mike Baur told CRN the company has struck the word “distributor” from most of its branding.

“We’re no longer a distributor,” he said. “We’re trying to move towards a solutions strategy and not just products and services and connectivity a la our acquisition of Intelisys, but yes the traditional distribution, products only business, real tough.”

But the company that doesn’t want to be a distributor has a plan for 2019 that involves using its partnership with Salesforce and channel partners to allot tools to enhance call centers. Baur said the looming “battleground for solution providers is the customer experience, or CX, and ScanSource is ready to arm them for the conflicts ahead.

“We believe we have the right portfolio of suppliers to help a channel partner be very successful selling a CX strategy and a CX solution,” he said.

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