DISTRIBUTORS IN TRANSITION -- E-enabled Dealers

"These products are not just commodity products. They require significant, hands-on customer service. The dotcoms don't make distinctions. It doesn't allow the manufacturers to segment their customers, which is all based on complex menus of variables," notes FitzPatrick.

Want Personal Service
Also, dotcom's could not provide the level of service that printers were used to receiving from their dealers, claims Demharter. He adds that clients want a salesperson who is on-site working with them by assessing their requirements. Clients also want access to dealers via the telephone, so they can talk with a technical salesperson or a customer service rep who can answer their questions.