Discovery Office Systems remains the premier office technology supplier in the region, winning the Readers Poll for the fifth year in a row. Like many of our category winners, customer service and an experienced staff are key to the company’s success.
“Our business continues to increase,” says General Manager David McReynolds. “More than most businesses, our persona is that we listen to what the customer’s needs are.”
The 56-year-old business began in 1958 as Rummel’s, a printing and mimeograph equipment and supply company. It then operated as an AB Dick Products franchise for many years before changing its name to Discovery Office Systems in 1982. Kyocera Document Solutions Company purchased the company in 2000. With offices in Ukiah, Santa Rosa, Sacramento and Marin and Napa counties, the company is poised for additional expansion. “We’re always looking for opportunities that will benefit the needs of our customers, both today and in the future,” says McReynolds.
The business makes sure it’s at the forefront of emerging technology and focused on its clients. “We’re usually the first to introduce, the first to launch,” says McReynolds.
It was one of the first to offer PageLogic, a cutting-edge managed print service that monitors systems on a customer’s network and notifies Discovery Office Systems when service is needed or supplies such as toner are running low. PageLogic, developed by Discovery Office Systems, is now a global product available through the Kyocera Dealer and Direct Operations network.
It also introduced the RISO ComColor line this year, a high-speed, ink-jet-based unit that prints up to 150 pages per minute with variable data. Additionally, all of the company’s new Kyocera product line underwent a “white paper” refresh last year, redesigned to be more efficient and productive.
“These are all brand-new and all redesigned—much more efficient and extremely more productive for our customers,” says McReynolds. “And the total cost of ownership on our new units is absolutely phenomenal. It’s the best in the industry.”
More innovation is in the pipeline, as the company expects to come out with at least two technology-based programs related to document management and managed services in the first quarter of this year.
The technology supplier is reaping the rewards of its hard work and expects last year’s business to be up another 9 percent year-over-year when the dust settles, with strong profitability. “Discovery has experienced growth in all departments and avenues of service to our customers—they’re experiencing a greater level and a wider variety of products and services than ever before,” says McReynolds. “We’ve listened to what our customers are looking for in today’s highly competitive market and have responded. We deliver more today than ever before. And we do it better because of our partnership relations with our customers.”
The staff is highly tenured, with many employees logging more than 20 years with the company. Training is also a priority at the company and constantly ongoing.
“We have an outstanding staff, totally dedicated to the customer experience,” says McReynolds. “Our service, post product sales and post service surveys reflect a 98 percent ‘Outstanding’ reply, which is an attribute to our customer service representatives, sales and support staff. They’re just phenomenal.”
