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April 2015 Volume 6, No. 2 EVOLUTION CHANNEL A GUIDETOGOINGPAPERLESS CHANNEL OPPORTUNITIES: CHANNEL EVOLUTION, theimagingchannel.com THE NEED FOR CHANNEL THE NEEDFORCHANNEL PRINTER REDESIGN AND BUTTERFLIES: JETINTELLIGENCE COMPLETE LASER HP ROLLSOUT DIVERSIFICATION TECHNOLOGY OF ZOMBIES FEATURING 3/24/15 4:36 PM Smartify your business
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© 2015 Samsung Electronics America, Inc. All rights reserved. Samsung is a registered trademark of Samsung Electronics Co., Ltd. All products, logos and brand names are trademarks or registered trademarks of their respective companies. Screen images simulated.
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pg. 24 IN THIS ISSUE IN EVERY ISSUE 10 Executive Corner: Kurt Schmelz, Xerox 6 Editor’s Letter Contributors by AMY WEISS 8 The Imaging Channel Online 12 HP Rolls Out Complete Laser Printer Redesign Featuring JetIntelligence Technology by ROBERT PALMER 16 Channel Evolution, Channel Opportunities: A Guide to Going Paperless by CHRISTOPHER ZYBERT, NEW ENGLAND DOCUMENT SYSTEMS 20 Retail Shopping Provides Great Disservice for Printers by LARRY JAMIESON 24 Of Zombies and Butterflies: The Need for Channel Diversification by WEST MCDONALD, PRINTAUDIT 28 Using LinkedIn to Gain Trust and Attract Leads by LINDSAY KELLEY, DEALER MARKETING 32 Collaboration and Services Take Center Stage at Ricoh Convergence 2015 by ROBERT PALMER 36 Channel Evolution in Action: Trade Shows Represent the Changing Industry by AMY WEISS 39 Channel Chat: What Does Channel Evolution Look Like?
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004 TICTOC.indd 4 3/25/15 9:08 AM ad template.indd 16 3/25/15 9:18 AM theimagingchannel.com VolumePr 6,oposed Issue logo revision, 2 07/2010, EH from THE EDITOR
PUBLISHER & EDITOR-AT-LARGE Patricia Ames WE HAD SOME FUN with this issue of The two-day ITEX show alone. And the general EDITOR-IN-CHIEF Amy Weiss Imaging Channel, because “channel evolution” consensus is, it ain’t happening. Sure, we CHIEF ANALYST Robert Palmer is a fun theme. There are just so want it to happen, because mobile devices are many ways that the channel has everywhere. A stat I heard recently from another ART DIRECTOR Susan Kidwell evolved and continues to do so one of our favorite contributors, Lindsay Kelley, over the years, and we felt that is that 50 percent of Americans own a mobile REACHING THE STAFF one way to gain a good look at device. Using my own (admittedly questionable) Staff may be reached via e-mail, tele- that evolution was to ask those math skills, if just a quarter of those people phone or mail. A list of contact informa- tion is also available online at who are deeply enmeshed in printed just once, that would be somewhere http://www.theimagingchannel.com. various areas of the channel. around 40 million prints. Assuming those That decision resulted in people printed more than just once — well, that the “Channel Chat” article you’ll find on Page would be a lot of printing, so it’s no wonder we E-MAIL: To e-mail any member of the staff, 39 of this issue, but because the people in continue to hold out hope. please use the following form: [email protected] this industry are, among many other things, However, I have never talked to a single a verbose lot, there are a few responses that person who has printed mobiley (and don’t get EDITORIAL OFFICE didn’t make it into print. me started on the fact that “mobiley” is not a (weekdays, 8:00am – 5:00pm ET) One of those was from Brad Roderick, word, making it that much harder to encourage Telephone: 407-900-1885 executive vice president of TonerCycle/InkCycle. people to print in such a manner). I’m sure Brad has been in this industry longer than I’ve it happens — OEMs continue to build the CORPORATE OFFICE been alive (I kid, I kid) and has seen all kinds of functionality into their devices, and honestly, I (weekdays, 8:30am – 5:30pm PT) evolution. One of the answers he gave hit home think it’s a functionality that should be available. Telephone: 702-720-4889 with me, because it’s one of my favorite topics I can see where it would be useful at times. It’s Fax: 440-625-5556 to rant about: Mobile print. When asked “What just not a trend that’s taken hold. was the most overhyped trend you’ve seen not Want to find out what trends are taking hold, live up to expectations?” he answered “home what industry leaders think is the “next big thing,” photo printing and mobile print.” Let’s skip over and more? Check out the rest of this issue. home photo printing, which is a can of worms I don’t have room to open on this page. But Sincerely, mobile print — that’s a topic I must have had 10 Amy Weiss The Imaging Channel is published quarterly by separate conversations about during the recent Editor-in-Chief BPO Media. Inquiries, back issue requests, and address changes: Mail to: 840 S. Rancho contributors Dr., Suite 4-558, Las Vegas, NV 89106 both qualitative for over 17 years and quantitative including working with research of the the marketing lead for markets, forecast a large copier dealer. BPO Media strives to be an environmentally friendly company. Please help us by sending address corrections both hardware and or removals by email to [email protected]. supplies markets, and has spoken at industry events © Copyright 2015 by BPO Media. All rights LARRY JAMIESON across the world. Document Systems, reserved. Printed in the U.S.A. Larry Jamieson is a document Reproductions in whole or part prohibited an independent scanning, storage, except by written permission. consultant of the and workflow printing markets, automation service The information in this magazine has not having spent more WEST MCDONALD provider. With a undergone any formal testing by BPO than 30 years in the is the VP of Business background in social Media and is distributed without any war- ranty expressed or implied. Implementation high-tech industry Development for Print media management, or use of any information contained herein with research firms Audit and the owner inbound marketing, is the reader’s sole responsibility. While the Lyra Research, BIS of FocusMPS. He is and SEO, Zybert information has been reviewed for accura- Strategic Decisions LINDSAY KELLEY also the current Chair has married his cy, there is no guarantee that the same or and Photizo Group, is the chief marketing for the CompTIA passion for digital similar results may be achieved in all envi- and manufacturers strategist with Dealer Managed Print advertising and ronments. Technical inaccuracies may NEC and Panasonic. Marketing, a full Community. writing with his result from printing errors and/or new He has consulted service marketing knowledge of developments in the industry. with major printer agency focused on CHRISTOPHER business process Media Kits: Direct your Media Kit requests and supplies copier and managed ZYBERT solutions and to 702-720-4889 or [email protected] manufacturers, IT services dealers. is the marketing and the document Reprints: For information on single article written reports on the She has served in a media coordinator management reprints contact [email protected] industry, conducted marketing function for New England industry.
6 www.theimagingchannel.com
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ad template.indd 16 3/24/15 4:29 PM { theimagingchannel.com} ONLINE Visit The Imaging Channel Website For Exclusive Blogs and Product Profiles Industry Blogs Insights and thoughts from members of the imaging industry
HP Alums Take On 3D Printing World by Jim Lyons Music and Laughter at the Konica Minolta Dealer Event by Patricia Ames OKI Data Americas and Art Institute of Philadelphia Collaboration by Jim Lyons Equipment Quotas Do Not Evolve, They Conquer by Greg Walters gapForecast: What to Expect From the Print Industry in 2015 by Jake Fishman Best Practices for MSPs in 2015 by Dave Sobel Analyst Corner The Imaging Channel’s Chief Analyst Robert Palmer breaks down the big stories Toshiba Rolls Out New MFPs Aimed at Enterprise and Light Production Ground-Breaking Partnership Between KMBS and MWAi Signals New Era for Imaging Channel Xerox Revenue Dips Again as Document Technology Business Continues to Struggle Epson Targets Office Workgroup with Replaceable Ink Pack System Canon Pushes Mobility and Usability With New imageCLASS MFPs Xerox Decision to Sell ITO Unit Signals Continued Focus on High-Value Services The gapTCO Report
Each month gap Intelligence and The Imaging Channel bring you the gapTCO, an intuitive, graphical user experience designed to allow simple and easy analysis of the total cost of ownership of printer and MFP devices.
CPP Comparison of Four Entry Level Business Inkjets: Brother MFC-J470DW, Epson WorkForce WF-2630, HP Officejet 4630 e-AiO, and Canon PIXMA MX492. CPP Comparison of A4 Small Workteam Black-and-White MFPs: Ricoh SP 4510SF, Lexmark MX510de MFP, Xerox WorkCentre 3615/DN, HP LaserJet Pro 500 MFP M521dn. CPP/CPC Comparison of A4 Workgroup Color MFPs: Samsung MultiXpress CLX-8640ND, Canon imageRUNNER ADVANCE C350iF, Lexmark X792dte MFP, and LaserJet Enterprise Color Flow MFP M575c.
Connect With Us Miss an Issue of We want to stay connected with you, and we The Imaging Channel? love to hang out on Twitter! In addition to the Full issues of The Imaging Channel @ImagingChannel Twitter feed, follow us individually: are available in a digital edition at @atweiss (Amy Weiss), @palmerrg (Robert Palmer) http://www.theimagingchannel.com/ and @OTGPublisher (Patricia Ames). We look forward index.php/getting-started/ to building a rapport with you both in print and online. digital-editions
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what’s most important to our beyond price, such as offering IT Kurt Schmelz, partners. managed services as well. President, U.S. Channels How have you converged the Are you seeing more conver- Group, Xerox two organizations – what does gence between imaging and IT, the USCG look like now? or do you see a barrier to adap- The merger allows us to become tation there? one partner-facing organization for We are seeing convergence; what were previously two separate many are IT partners that moved channels. into the MPS business, and other traditional print-oriented, Where do you see the MPS mar- document technology-oriented ket right now? Is it still a viable partners are either acquiring IT market, a growing market? How managed services type partners, are you coping with some of the or starting their own businesses. changes in the channel? We definitely see MPS as a What is the greatest challenge continuing, growing market. We you face today? know that more than 80 percent of Our biggest short term challenge KURT SCHMELZ WAS appointed end-user decision makers prefer – which is more of an opportunity president of the newly formed to work with a single provider – is providing more pre-and post- U.S. Channel Group (USCG) for IT managed services and sale support for our partners. We within Xerox’s Channel Partner managed print services – that’s are also continuing to evolve our Operations in January. We sat had a big impact on the business. portfolio from a MPS and print down with him to learn exactly perspective. what that means, where he came With more providers entering the from, and where he and the USCG MPS space there’s more choices, Why do you hold your current are headed. which puts pressure on partner position today? margins. But, end users are also My career includes sales The U.S Channel Group is new looking for higher-level offerings. management experience at IBM to Xerox and Kurt, you’re new We believe the partners that and GE Capital IT solutions. From to the U.S. Channel Group. are going to succeed as MPS there, I went to Global Imaging, What is the background on providers need to offer additional which is a subsidiary of Xerox, both of those things? print-related services, as well where I utilized IT solutions and USCG was created out of two as advanced offerings, such as learned the document technology separate channel organizations, the workflow, document management business. That experience was North American Agent Operations and vertical-specific applications. instrumental in being asked to (our branded partner organization) That fits in well with our managed lead the U.S. Solutions Provider and the U.S. Solutions Providers print portfolio. We have offerings group. (our multi-branded partner from entry level to advanced organization), which I headed prior services. As a customer of the U.S. to the merger. Solutions Provider group, I have What do you think the success- that perspective to understand Bringing the two organizations ful dealer looks like in 2015, and how partners think and what together as one partner-facing what might the successful dealer motivates them, and we’ve been channel organization makes it look like in 2020? able to implement that in our easier for our partners to do The successful dealer, from the strategy. business with Xerox. It also allows MPS perspective, will provide us to increase our investment a higher level of services. The Do you think the paperless office in critical areas of growth, such price of admission is to be able will ever happen? as managed print and focus on to reduce costs, but it has to go That’s not what our customers or
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0415_EC.indd 10 3/25/15 8:26 AM end-users are saying. I know I’m I’m more interested in someone’s from production to entry-level not paperless and I’m a pretty character, not necessarily specific technology. efficient guy who loves technology. experience in the industry. For I’ve been in IT my entire career and example, competitive backgrounds Do you think that trends exist in I can’t get by in a paperless way. catch my attention as it tells me this industry? I think that certainly people born this person has a really strong Less and less. As technology after 1992 are probably utilizing desire to win. Core intelligence continues to change so quickly technology differently, using is also important - someone who and end-user adoption rates are tablets and apps in ways that can sort ideas and concepts and happening much faster, it’s harder some older people would use take processes they’re taught, and for trends to exist due to the rapid paper-based solutions. But, execute them. nature of the industry. I don’t think that’s having a tremendous impact on pages What do you consider your How would your employees and printed in a business environment, greatest achievement? coworkers describe you? which is primarily where we focus. Staying married for 26 years! I think they would describe me Aside from that, I don’t think a as a fair, collaborative person What do you see as your biggest lot about that; I just try to do the and a strong leader who leads by opportunity? best I can every day, whether example. I’m always looking for
We know that more than 80 percent of end-user decision makers want to work with a single provider for their IT managed services and their managed print services.
The growth of managed print and it’s as a husband or father or an our employees’ input on how to the potential for providing our employee of an organization. The do things better and I always give partners with a recurring revenue achievements kind of take care credit where it belongs. model as they go forward. If you of themselves – if you’re working look at the industry, whether it’s the hard at being the best you can be What words or phrases do you document technology industry or at all of those things. most overuse? the IT industry, it was really built on There’s really one only word and selling products to customers and Where will you be investing most that is growth. The majority of achieving a good enough margin within your division this year? conversations with partners or my with the sale of the products to There are a few key areas, team include growth: “What are we have a sustainable business. managed print, of course. We will doing to grow; How are we going look to broaden and improve our to grow; Will this lead to partner As certain products have become portfolio of offerings from entry- growth if we do these things?” commoditized on the lower end, as level through mid-level, as well as margins have shrunk, as business advanced level of services. Who are your favorite writers? has become more competitive, I’m a big reader. I’ve read every our partners are looking for real, We will also invest in our partner- Ernest Hemingway book. Most robust, added value solutions to led managed print offerings. We’re I’ve loved, some I haven’t. I wish differentiate themselves from their putting a great deal of time and Salinger had written more. competition. I see tremendous capital into our partner relationship growth for our partners. management tools, such as our new global partner program. on the web What qualities do you look Those are key – from a corporate Xerox http://www.xerox.com/ for when you’re making new level, the company continues to about-xerox/partner-programs hires? invest into its portfolio of products
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0415_EC.indd 11 3/25/15 8:26 AM HP Rolls Out Complete Laser Printer Redesign Featuring JetIntelligence Technology by ROBERT PALMER
AT A PRESS and analyst event attendees with direct access of the products themselves is in New York City, HP unveiled to many of the engineers and a significant re-engineering of its latest laser printers aimed product managers behind HP’s laser printing technology, at SMBs and small workgroups. HP’s latest products. Attending setting the stage for the firm’s The one-day event began this event brought back fond next generation of laser-based with a press conference led by memories of the good old days printers and MFPs. According Pradeep Jotwani, senior vice in the printing market, when to HP, the announcement president of HP’s LaserJet hardware announcements used “represents our most significant and Enterprise Solutions to matter. laser printing re-engineering business, followed by a hands- Why would a launch since the introduction of the first on product showcase featuring showcasing four new printer/ LaserJet in 1984.” HP’s newest technology. MFP models require such a That is a bold statement The showcase allowed time lavish event with invitees from considering HP’s heritage and for in-depth review of the around the world? Simple. the number of technology new machines and provided Underscoring the announcement advancements it has fostered
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PalmerHP_0415TIC.indd 12 3/25/15 9:23 AM jetintelligence
since the very beginning of the and faster print speeds. At the provides enhanced protection laser printing market. According same time, the more durable by identifying counterfeit to Jotwani, HP is focusing its outer shell allows HP to maintain cartridges and non HP-branded R&D efforts in the laser printing print quality across the entire supplies. At the same time, space to address key trends life of the cartridge. “This is not HP provides new features that that are shaping the future of an easy thing to do,” Jotwani allow customers to manage the office: costs, environmental proclaims, referring to the effects self-imposed anti-theft or other sustainability, space limitations, of increased toner durability printing policies. For example, mobility, and security. HP’s latest combined with a lower melting once a cartridge is installed it can technology delivers on all fronts. point. be tied specifically to that device, HP’s new toner cartridges preventing users from moving HP JetIntelligence have also been re-engineered cartridges from one printer At the core of the announcement to support what HP calls to another. Or, IT managers is new technology built into the Page Maximizer technology. can implement a “Genuine HP latest toner cartridges, which HP Essentially, the components Only” mode, which means that is branding as JetIntelligence. and parts used in the new machines across the fleet will While it is somewhat unusual cartridges have been redesigned only work with HP-branded for HP to actually fold the to be smaller and more durable. supplies.
Underscoring the announcement of the products is a significant re-engineering of HP’s laser printing technology, setting the stage for the firm’s next generation of laser-based printers and MFPs.
inner workings of its toner Additionally, the new cartridges From a security perspective, cartridges under an umbrella have an auto seal removal standard support for HP’s brand, the firm believes that feature, which eliminates the JetAdvantage Private Print the advancements in printing need for the user to remove the helps prevent unauthorized technology are significant pull-tab seal from the cartridge access to confidential print enough to warrant the additional before inserting it into the jobs and reduces waste from attention. “This is a big deal printer. Instead, the toner seal is unrecovered print jobs. With for us,” Jotwani explains. “We removed during the installation Private Print enabled, each print don’t always add in a brand but process and is actually wound job is securely stored in the cloud JetIntelligence merits its own up inside the cartridge itself. until the user authenticates and branding.” These features allow HP to add releases the job at the device. The JetIntelligence brand more toner into the same size HP JetAdvantage Private Print encompasses several aspects that cartridge, producing higher also provides support for HP involve fundamental changes capacity toner cartridges that Common Card Reader for to HP’s cartridge technology, require fewer interventions. fast authentication, as well as beginning with the toner itself. The result is higher page yields a mobile app available on iOS HP’s ColorSphere 3 toner from a more compact and more and Android devices to manage utilizes a new formulation energy-efficient printer or MFP. and print from tablets and that is comprised of a softer HP’s JetIntelligence cartridges smartphones. particle core surrounded by a also feature new print gauge more durable outer shell. As a technology, which intelligently New Color LaserJet Machines result, the soft core melts at a predicts toner levels to help IT HP introduced four models much lower temperature, which departments manage devices based on the JetIntelligence translates to less heat to melt, and maximize toner usage. New cartridge technology: three lower fusing temperatures, less anti-fraud technology built into printers and one MFP. Each overall energy consumption, the JetIntelligence cartridge of the new models features a
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PalmerHP_0415TIC.indd 13 3/25/15 9:23 AM significantly smaller footprint compared with its predecessor, while delivering much faster speeds, lower energy consumption, and higher yields. The HP ColorLaserJet Pro M252 is a single-function printer that operates at 19 ppm. The Color LaserJet Pro MFP M277 series is based on the same engine as that used in the M252 but is marketed as the smallest laser MFP with the fastest duplex printing in its class. The HP Color LaserJet Enterprise M552 and M553 series are designed for workgroups of five to fifteen users printing up to 6,000 pages PRADEEP JOTWANI, senior vice president of HP’s LaserJet and Enterprise per month. With print speeds Solutions business, led a press conference on the new JetIntelligence line. up to 40 ppm for color and monochrome, HP claims that these machines offer the lowest consumption and higher yields.” of the central issues at play. If total energy consumption and Jotwani also points out that the you dig a little deeper there are fastest double-sided printing latest announcement includes some important aspects to HP’s speed in its class. HP says these certain product configurations latest announcement. First, the devices are also the first to that did not exist in HP’s lineup firm has clearly demonstrated include Google Cloud Print previously, so there is no direct that it will continue to funnel 2.0, supporting Google’s new comparison for those models. R&D investment into its printing local printing standard for business in general, and more Chromebooks and Chrome OS The Bigger Picture specifically into printing applications. Given the importance of the hardware. For some time now, As already stated, HP’s new technological achievements many have speculated that machines offer several distinct and the role JetIntelligence printing is becoming more or improvements over previous will play in HP’s long-term less an afterthought for HP, products, and also seem to product strategy, it would seem moving from a core segment be well positioned against that this announcement would to wind-down status as a cash competitive models in the same garner significant attention. cow business. The planned split class. Yet, there is one important Yet, many pundits and industry between HP’s printing and element that HP has not analysts have downplayed the enterprise services businesses addressed: price. According to announcement. The general has only added fuel to that Jotwani, HP’s new models will sentiment seems to be that the discussion. HP has dispelled that not feature any dramatic changes technology itself is interesting, notion with this announcement, in terms of lower hardware but does any of this really demonstrating that it has long- pricing. “We are not driving on matter to the customer—or term plans to continue to drive cheaper to be quite honest,” he to the market as a whole? Are innovation through printing explains. “This is about putting customers really demanding hardware. more value into the products. products that are smaller, faster, Another noteworthy So, you will not hear anything and easier to use than those that consideration is HP’s overall about pricing being directly are already available? marketing strategy. As the cheaper, but they are indirectly It is a fair question, but one clear market leader, HP has cheaper because of less power that really does not consider all consistently charged a premium
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PalmerHP_0415TIC.indd 14 3/25/15 9:23 AM jetintelligence
for its brand—essentially HP makes an investment such office space, the transition to commanding a little extra as the one it has made with MPS has hit HP particularly for the added reliability and JetIntelligence technology, hard. Because of its undeniable performance that comes along there are long-term strategic leadership position in the with the HP moniker. That implications that will play out market, MPS represents a bigger strategy has served HP well in future products and product threat to HP than to any other over the years. Through its categories. When you think vendor. Ask any competitor out partnership with Canon, HP about the capabilities provided there and they will tell you that has fostered endless innovation through JetIntelligence, it is their MPS business is built on the in laser printing technology easy to see how more significant premise of targeting HP printers and engine design, a leading benefits might be realized in and bringing them under factor that has helped set the office workgroup products, contract. There is no question firm apart from competitors. specifically in areas such as high- that HP has lost a significant As a result, HP’s go-to-market capacity supplies, reduced user number of transactional pages strategy has consistently been intervention rates, lower CPPs, to competitors that have taken based on a “more for same” and more compact products that HP devices under contract and philosophy: improvements in move increased functionality shifted to non HP-branded functionality and capability even closer to the user. supplies.
Anytime HP makes an investment such as the one it has made with JetIntelligence technology, there are long-term strategic implications that will play out in future products and product categories.
at prices similar to or in some The most important aspect The strategy with cases even higher than those of of the announcement, however, JetIntelligence is not only about previous products. is that it further demonstrates making it more difficult for Nevertheless, one has to the lengths that HP is willing competitors to use third-party wonder how long HP can to go to protect its most supplies. That is part of the depend on this strategy. The important asset: supplies. In equation, but HP is also baking office printing market has an interview with analysts in advanced functionality that matured to the point where prior to the actual press can only be supported with hardware differentiation is conference, Pradeep Jotwani cartridges that are based on difficult to achieve. Meanwhile, made no bones about the HP JetIntelligence. That is the office users today clearly strategy behind JetIntelligence. real motivation behind the place less emphasis on the “Today’s announcement is move, and the primary reason hardware itself and more on about fortifying our position behind the decision to brand the solutions, services, and in the transactional space,” he JetIntelligence. In the long run, applications that surround the said. Indeed, JetIntelligence is HP wants customers asking for device. The printing industry designed to further strengthen JetIntelligence just as it would has reached a point where users the bond between HP’s ask for an HP branded printer. are demanding “more for less” hardware and HP-branded The question is: will it work? from the hardware, and the supplies. more is typically associated with This is not new. HP has been attributes that have little to do in “fortification” mode for quite on the web with speeds and feeds. some time—both on the laser Nevertheless, too much and ink sides of its business. Contact Robert Palmer emphasis is probably being Even so, the firm faces more [email protected] placed on the first four threats to its supplies business products. The fact is, anytime today than ever before. In the
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PalmerHP_0415TIC.indd 15 3/25/15 9:23 AM Channel Evolution, Channel Opportunities: A Guide to Going Paperless by CHRISTOPHER ZYBERT, NEW ENGLAND DOCUMENT SYSTEMS
GOING PAPERLESS is far print documents, and that It has been almost four from a novel idea. In fact, the record keepers would instead decades since Wilfrid’s original concept of going paperless become information specialists. prediction, and yet we are still has been around for quite It is generally understood by nowhere near achieving a truly some time. The origins of the the business world that going paperless society. Fortunately paperless society can be traced paperless plays an integral for Wilfrid, and for the back to 1978, when Frederick role in reducing costs and environment, we stand on the Wilfrid Lancaster, a British- improving services. However, cusp of a paperless future – American information scientist, it is important to note that driven by modern technology first envisioned a future in becoming paperless should not and the desire to cut costs, which all paper is replaced be the main focus. Instead, the automate processes, and by electronic documents and ultimate objective is to optimize enhance security. Companies storage. He understood that processes – and eliminating of all sizes, across all industries, technology would eventually paper is the first step in doing are beginning to realize the eliminate the need to handle so. true potential that going
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NEDS_0415TIC.indd 16 3/26/15 1:33 PM going paperless
paperless can provide. business solution. • Session Timeouts: Users are In a multi-part series of In this article, we will automatically logged out after a articles and blogs here and be taking a closer look certain period of inactivity. on WorkflowOTG.com, at the potential benefits • IP Address Limiting: Access we will be providing you a that electronic document to information is limited to detailed transition guide for management and going specific IP addresses. This any company considering a paperless can provide for your ensures that access is only paperless future. Throughout organization. obtainable in authorized this guide, we will be locations. covering the entire process SECURITY • Function Level Verification: of going paperless – from When it comes to managing Each application function understanding the benefits, to your sensitive information, is verified before any access planning and executing your security should be top of mind. is granted. This means that first document conversion Depending on the document security is evaluated and project. We will include tips management software solution verified for every single and best practices to help you choose, there are a wealth exchange within your system.
Depending on the document management software solution you choose, there are a wealth of security benefits to be found when going paperless.
ensure your success as you of security benefits to be found • Data Encryption: Any and look forward to implementing when going paperless. These all secure data is encrypted at an Enterprise Content security benefits can include: all stages (in storage, transit, Management system and • User Level Security Controls: etc.) reaping the rewards. Administrators are able to set • Disaster Protection: Are user level controls, such as your physical files safe from Benefits of Going Paperless: read-only access to certain files. natural disasters or internal In an ongoing attempt For additional functionality, threats? Files stored digitally in to improve efficiency, users and permissions can be the cloud, or locally on a server, reduce costs, and reduce grouped by job title, department, are far more secure than environmental impact, function, etc. physical paper – and less prone companies are beginning to • Password Protection: As to the dangers of the physical transform their operations to with any type of information world. When paired with paperless processes. security, paperless security regular backups, digital storage While document starts with a great password. can just about guarantee the management plays a large role With the right paperless safety of your documents. in a paper-free workplace, system, administrators will • Disaster Recovery & there are plenty of reasons be able set passwords and Automated Backups: With to go paperless beyond just password requirements, such automated backups, disaster eliminating your dependence as complexity and/or length recovery is made simple. on physical files. Whether requirements. Passwords are Backups can be stored locally, you would like to make your often encrypted for additional offsite, or even in the cloud. documents more accessible, security. • Audit Trails: Audit trails free up costly storage space, • Account Lockouts: provide you with a complete or streamline paper intensive Administrators can schedule history or log of document processes, there are plenty lockouts after a number of activity. This can include of reasons to consider invalid sign in attempts to the creation, modification, implementing a paperless ensure security. copying, sharing, or deletion
April 2015 17
NEDS_0415TIC.indd 17 3/25/15 1:07 PM of a file. Administrators are having detailed logs of your Some common regulations able to view these history files and the changes they have that benefit from going logs and identify any and all incurred is a great way to speed paperless include: changes made to their records. the audit process. • Sarbanes-Oxley (SOX) This is particularly useful • Create, Manage and • International Organization when undergoing an audit Destroy Documents: Most for Standardization (ISO) or investigating any potential paperless management systems • Security & Exchange security issues. will enable you to automate Commission (SEC) document retention policies. • Health Insurance REGULATORY• COMPLIANCE This includes scheduling the Portability & Accountability Act AND AUDITS destruction of documents (HIPAA) In today’s world of heavily based on a pre-defined set • Department of Defense regulated businesses, there of rules. Having a consistent (DoD) is a pressing need for retention policy is imperative • Food & Drug
Time spent searching, filing, accessing, and processing documents can all be reduced with a paperless solution. Time intensive tasks like data entry and filing can significantly reduce labor costs.
organizations to remain to any successful document Administration (FDA) compliant and reduce friction management strategy. By going when undergoing an audit. Not paperless, you are creating POTENTIAL COST SAVINGS only is going paperless great an environment in which Now for the most important for reducing costs, it is also consistent document retention set of benefits that accompany fantastic for helping maintain standards can be easily going paperless – cost savings. regulatory compliances. From implemented. When evaluating your potential HIPAA to ISO, it is easier to • Monitor, manage, and for return on investment, be minimize risk of litigation and Reduce Risks: With a sure to consider the following stay compliant with a paperless document management costs and how going paperless filing system. dashboard, record managers might alleviate them. Regulation and audit related or administrators have the • Labor Costs: Time spent benefits can include: ability to watch for, address, searching, filing, accessing, and • Auditing Costs: With an and reduce risks without the processing documents can all electronic system, auditors are limitations that physical files be reduced with a paperless not restricted by geographic pose. solution. Minimizing time location. This enables • Decrease Regulatory intensive tasks like data entry companies to find competitive Response Time: With an and filing can significantly pricing for auditing services electronic filing system, reduce labor costs. and expand their reach to new changes to your document • Cost of Paper: Toner, reams pools of auditing professionals. management system or policies of paper, and photocopier costs Additionally, finding, can be implemented with are all attributed to paper- compiling, and presenting ease. This will enable your based filing systems – and can documents can provide large organization to be faster, be eliminated with the proper savings in regards to auditing more flexible and adaptive paperless solution. labor costs by enhancing when overseeing new changes • Space: Imagine if you and streamlining access to to compliance sensitive could free up the space where documents. Furthermore, regulations. you have filing cabinets? By
18 www.theimagingchannel.com
NEDS_0415TIC.indd 18 • on the web 3/25/15 8:51 AM going paperless
eliminating physical paper, OTHER BENEFITS speed is imperative in providing you are able to increase • Improved Efficiency: In a quality experience. By going space availability. Floor space addition to the security, cost paperless, you can provide your once allocated for storage saving, and regulatory related customers with unmatched can be repurposed for more benefits, there are still more customer service. productive equipment/ boons to be found when Now that you are aware of the personnel. Additionally, if you going paperless. Chief among benefits that going paperless are currently storing files off- these benefits is the ability can provide, you are ready to site, you can reduce storage to improve overall efficiency. begin evaluating your current fees by converting your backlog Increased productivity means processes. Be sure to watch of records. more work can get done, which for our next installment of the • Errors, Misfiling, Lost helps to improve your bottom Paperless Transition Guide on Documents, Fines, and Fees: A line. WorkflowOTG.com, in which lost or misfiled document can • Improved Customer we will discuss how to measure cost your organization quite a Service: In line with improved your current paper processes, bit of cash. Between potential efficiency, your ability to provide organization, and policies. regulatory fines and the hours of superior customer service will labor associated with replacing also be enhanced with the on the web just one lost document, there is a right document management Contact Christopher Zybert large benefit to having your files solution. Being able to address [email protected] stored, backed up, and secured your customers’ questions, www.NEdocs.com digitally. comments, or concerns with
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April 2015 19
NEDS_0415TIC.indd 19 3/25/15 8:51 AM Retail Shopping Provides Great Disservice for Printers BY LARRY JAMIESON
That is no problem in a large metropolitan area, but I live in a backwater of Florida where office superstores are pretty scarce, with the closest about 13 miles away and in the opposite direc- tion from the next closest com- petitor. Sure, there is a Walmart within four miles, but I make it a point not to darken its door and Walmart doesn’t carry the print- ers of interest anyway. Eventually, this requires an expedition to OfficeMax/Office Depot and Staples to try to gain additional product information and some print samples for a more informed purchase deci- sion. Perhaps we can throw in Best Buy, though that is more consumer-oriented, but may have the needed information and print samples. This project, however, is easier said than done. In every store, there was a wide ar- ray of products, but little use- ONLINE SHOPPING HAS bit is on products that we need ful information. Sure, there are grown by astronomical propor- to see in operation or have cer- speeds, feeds, and some other tions over the past decade, tain aesthetic values. We really bits of information about Wi-Fi and it sometimes seems a little do want to “kick the tires” on and paper capacity, but nothing mind boggling what we can a new car, try on clothes for fit about ink cartridge capacities or now purchase with a click of the and look, and we do like to see cost-per-page. Worse, several computer keyboard. It is the old how printers operate and check of the products were flashing mail-order paradigm on steroids that the print quality meets our error messages or just shut off as we can find what we need needs. It is particularly important because of they were out of ink today and have it on our door- for small businesses considering or had a paper jam. Though step tomorrow if we are willing whether to buy a desktop laser employees outnumbered shop- to pay for overnight shipping. or business inkjet. Is the quality pers, everyone seemed to be It works pretty well for most on the business inkjet truly good scurrying in different directions, products, especially ones that enough for their applications? desperately avoiding eye contact are repeat purchases or whose The most obvious way to do with customers. Only in Best Buy operation we know and under- this is to find a local retail outlet did an employee engage in a stand. Where it breaks down a that has the products of interest. greeting, though he was helping
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Jamieson_0415TIC.indd 20 3/25/15 8:32 AM retail shopping for printers
another customer at the time. personnel will venture into the and “analytics” to run their I might add he was among the aisle and actually help the cus- businesses. There are certainly oldest of the store sales staff. tomer get a representative print gigantic mounds of data available Perhaps he was a throwback to sample, but will that really make now as all processes move to an earlier, pre-millennial era. the customer want to commit to digital workflow from old paper So it appeared getting print this device? Printer vendors have based systems. While there is a samples would be a do-it- just lost their chance to make a lot more data, who is left in the yourself proposition. The print- good first impression and buyers business to actually analyze and ers of interest did not have any who were on the fence about make sense of the information? instructions as to how to create a inkjet and laser have just been What does it really mean? print, so instead of prints, I made shoved into the laser camp. Pundits may claim that we copies of a convenient “Printer The retail “customer experi- have moved from an industrial- Protection” upsell brochure. ence” has been declining consis- based economy to service-based Retail does have its priorities! tently over time. Assistance on economy, but where is the ser- Nobody can be bothered to help the retail floor is virtually non- vice? It seems more of a self-ser- run through the basic printer op- existent, and when a customer vice economy because no one is eration, but they are more than does finally get someone to pay there to give you an answer that ready to add on to the sale. attention, the help is extremely isn’t on the basic script. There Regardless, I began the do- suspect. Does the person who is very little help in making a it-yourself operation, but what I sheepishly came over really know truly informed purchase deci- discovered was hardly encour- anything about the product or sion, but retailers demand from aging. The output quality of the are they just reading the bullet their “guests” e-mail addresses, copies from several devices was points off the shelf? phone numbers, surveys, assur- abysmal, with low-quality graphic Let’s say, however, that while ance that their analytics put the images and severe banding the customer may have had a right products on the shelf, and problems. Only one device pro- difficult time in the aisles, he additional revenue streams from duced high-quality inkjet — an really needs a printer so he useless extended warranties. It is HP OfficeJet Pro X476 in Staples chooses one and brings it to the no wonder that brick and mortar had a thumb drive for making front to check out. Now the retail stores are virtually devoid of print samples, and the samples outlet will shine in the “customer customers. If there were a way provided a method to output an experience” category as the to get print samples to potential email or document from your “guests” (no, I am not booking customers in a timely manner, all phone. The instructions were not a room for the night) are herded printers would be bought online. too clear, but persistence paid into checkout lines to be elec- The printer market is already off. I might add that at no time tronically summoned to the next facing a difficult situation in while I was pushing buttons and available cashier. Not only will the declining printer sales and page opening printers did any sales customer be subject to upselling volumes, which is being exacer- staff venture near, lest I asked of useless services such as bated by an incredibly bad “cus- them a question. extended warranties, the cheery tomer experience” in retail. This Rather than giving out failing checkout person will ask “Did may just push small businesses grades to the devices that pro- you find everything OK?” (Will and consumers to find alter- vided the terrible print samples, they miraculously locate the item natives to printing altogether, however, let’s make it an incom- that I needed if I answer “No”?) unless there are improvements in plete. I’ve seen much better and “Please take this survey?” getting critical information to the print quality from all of these Retail is one of the most customer on a timely basis. devices tested and I am willing obvious examples of issues to take another shot. However, with lower staffing rates, but it most business printer buyers is rampant across virtually all on the web may not be as forgiving. Even industries. Businesses have if they do go back for a second been cutting staff for years in an Contact Larry Jamieson chance, how likely are they to effort to boost quarterly profits, [email protected] buy? Perhaps one of the store and relying more on “big data”
April 2015 21
Jamieson_0415TIC.indd 21 3/25/15 8:32 AM ad template.indd 22 3/25/15 9:21 AM ad template.indd 23 3/25/15 9:22 AM Of Zombies and Butterflies: The Need for Channel Diversification by WEST MCDONALD, PRINT AUDIT
ANYBODY WHO WATCHES The converse, however, can who think the zombie apocalypse “The Walking Dead” understands also be experienced. Anybody would be the coolest thing ever. that transformations aren’t always who has ever seen a butterfly un- Most people, I think it is fair to fun, nor do they always result in derstands that transformation and say, would rather see a world filled something better than the original diversification can be life-altering with monarchs fluttering their way around the garden. I don’t have any stats on this but I’m feeling pretty confident here. What do zombies and butterflies have to do with the managed print services space? Let me flesh that out a little. At the ITEX Show this year I hosted a debate on whether or not cost-per-seat billing could replace cost-per-page billing. I wasn’t really sure how attendance would be as it is a fairly new topic and one wrought with opinions on both sides of the fence. As it turns out I needn’t have worried: The presentation was standing room only! People were lined up at the back of the space to get a piece of the action. The question is, why? I don’t think it was my name on the billing, although the thought of that makes me grin. I think the session was a block- buster because dealer principals are getting serious about expand- product. Zombies are evidence and beautiful in all the right ways. ing what their businesses offer. I that unwanted change can result Butterflies are evidence that fo- think that dealers are looking at in some not-so-positive results. cused change can result in some ways to bolster their businesses You start your day drinking or- amazing and wonderful things. for growth in the next five to 10 ange juice and whisking the kids You start your morning as an awk- years. I believe that whether they off to school only to be bitten ward pupae, spin up a silk chrysa- are doing it deliberately or not they by some grey-skinned member lis and come out a few days later are looking for ways to transform of the zombie apocalypse. Next with wings to take on the world. what they do for their customers. thing you know you’re drooling, Going through that probably hurts I think they are looking at diversifi- walking with a limp, and looking like hell but who said anything cation and they are looking to do for some juicy brains to snack worthwhile was easy? so in the very near future. on. Talk about a bad way to start In both scenarios change has What evidence is there that the first day of the rest of your occurred but the results are entire- channel transformation is upon undead life. ly different. I know a few people us? Plenty. I’ve heard secondhand
24 www.theimagingchannel.com
McDonald_0415TIC.indd 24 3/25/15 8:41 AM channel diversification
stories of some very prominent a land grab for taking a larger both offer a full line of computing OEMs offering “per-seat billing” for piece of the customer pie in new products outside of print related managed print to their enterprise and broader ways. The bad thing items. MWAi has developed an and direct customers. At ITEX I about being a pioneer is that you entirely new ERP called FORZA saw a ton of software vendors on can get a lot of arrows in your based on SAP’s Business One the floor that had nothing to do back. The good thing is the land is platform. Many OEMs like Xerox, with managed print. I have first- cheap. Yes it will require effort, but HP, Lexmark, Ricoh, Kyocera and hand experience with dealers that the rewards have the potential of a host of others have partnered are either investigating or imple- mirroring those of the early years with leading solution providers for menting some form of managed of managed print services. document management options. services offering. Channel diversi- What kinds of things should I be You may have already partnered fication is happening whether we looking at if I decide to transform with some of these folks or others want it to or not. my business? This one is really on the things I have touched on. Why transform at all? Because hard to answer. Some think it All that’s left is for you to reach out the managed print services space might be enough to just transform and ask them what they are doing
What evidence is there that channel transformation is upon us? Plenty. … Channel diversification is happening whether we want it to or not.
is in the middle stages of com- how you offer your managed print beyond managed print and see moditization. Doubtful? Pages per services to customers. A dealer what they come at you with. user are in slow decline according could do this by just billing per- To really get ready for the future to both Photizo and InfoTrends. seat instead of per page. I think I think we will need to look at Paper mills are closing all over doing this simple thing would lead providers of services and products the country. Margins are increas- to a lot more diversification into that we have yet to even think ingly under pressure. Customers things like document manage- about. What are they? Telephony, are demanding “three quotes” no ment, managed IT services and VOIP, 3D printing, digital display matter how we try to frame out other customer-centric offerings. technologies, and connected the competition. If you haven’t Once you start billing by seat or “Internet of Everything” manage- seen these facts for yourself I user the world of things you can ment systems are just a few that commend you and your man- sell opens up dramatically. come to mind. aged print practice. No need Who will help me to do this? Who are the new competitors? to listen to me. If, however, you Some of your existing partners It’s not who you might think. The have witnessed many of these may already be doing some of the managed services and managed things yourselves I think we can heavy lifting. Print Audit, the com- IT services channels are expe- agree that the commoditization pany I work for, has developed an riencing the same kind of pres- of managed print is well in hand. entire program built around train- sures we are and they are eyeing With commoditization comes low ing dealers to offer per-seat billing up managed print services as a margins and increased competi- to their customers. Great America diversification strategy. I person- tive pressures. If we plan to grow has diversified into managed IT ally have worked with software our managed print businesses or services with their Collabrance companies like ConnectWise that to sell them in the next few years offering. Supplies Network has are developing integration with we need to ensure that people taken their proven logistics managed print software provid- view what we have as a growth management for printer supplies ers for meter collection and other opportunity. and expanded it into Distribution monitoring capabilities. I have What are the benefits of Management (DM) for all kinds spoken with managed service transforming early? There will be of products. Digitek and Synnex providers directly who have
April 2015 25
McDonald_0415TIC.indd 25 3/25/15 8:41 AM partnered with managed print You could decide that no matter brain eaters versus those that vendors already. We are selling into what you do it simply isn’t worth take wing and conquer the skies? the same customer base every the effort. The reality of “risk” has I think it all boils down to the day. We walk by each other in the always been there, including when amount of directed effort. The corridors, smile politely, and get on we got into MPS in the first place. amount of energy that could turn with our business. Meanwhile they Many did not survive the transi- a managed print business into are looking to take our business! tion to MPS and many businesses a zombie will be fairly light. Just We’ve seen this before in the early we know today won’t survive the cruise along doing things the way days of managed print when A3 changes required to grow into the we always have for the last 10 to and A4 providers serviced print- future. We know that there will be 15 years. Becoming the butterfly ers and copiers separately. As we risk, but without risk there is no will require some Herculean effort. all know too well those days are potential for great reward. I think I know we have it in us to do this long gone and we fight for every we just need to decide how much right and to reap the benefits of given page, no matter what kind of appetite we have left for “yet an- our efforts. The only questions device produces it. other transformation” and get on left to ask are, when do we get What are the risks of chan- with it one way or the other. We started and which diversification nel diversification? The risks are should also ask ourselves this very strategies do we pursue? Be the enormous! Your business could important question: What are the butterfly. get caught in a dangerous cycle risks of doing nothing at all? of “shiny new object chasing” For those that commit to the which could take your eye off the need for channel diversification it on the web ball where it counts today. You is going to involve a good deal of Contact West McDonald could experiment with some of- sweat and risk. What will deter- [email protected] ferings that lead to a dead end. mine those of us that become
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McDonald_0415TIC.indd 26 3/25/15 8:42 AM Expect More PROFITABILITY
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ad template.indd 16 3/24/15 4:32 PM OKIE-0255-15 Profits Soar A4 TIC.indd 1 3/20/15 1:35 PM Using LinkedIn to Gain Trust and Attract Leads by LINDSAY KELLEY, DEALER MARKETING
touch with these folks, you have two choices: 1. Connect directly 2. Ask for an introduction from that original connection. Here’s how you can ap- proach each type of outreach. Regardless of which way you choose, BE PERSONAL! Don’t attempt to connect with someone new using only LinkedIn default email text. An example of a direct connection might look like this.
Hi Charles, Happy Monday to you. I’m reaching out to connect on LinkedIn. I enjoy connecting with like-minded folks and I see we share a connection whom I think quite highly of, namely [insert that person’s name here], and I believe I would enjoy following your posts and updates. Please accept my connection request. Many thanks, Lindsay IN OUR LAST article, we the ones who love you and you focused on your prospects and love them and together, you have If you’d prefer to ask your con- their preferred new language — a great partnership. You provide nection to introduce you to their digital. To begin with, we gave them with high-level managed connection, simply click on the tips and insights into building services and they love to tell you “Get Introduced” button and ask your profile up in the right way so how grateful they are for your your connection to introduce you. that you look like the Wolf of Wall solutions. Go ahead. Click on That ask might go something like Street (only trustworthy!) on your their profile. Now, if the number this: LinkedIn profile, not The Dude of connections they have is blue from the Big Lebowski. Now, let’s then it is linked and you can click Bob, discover how to take that freshly on that number to see all of their Hope you are well! I noticed polished LinkedIn profile and suc- connections. that you are connected with cessfully generate qualified leads. From those connections, which Charles. I would like to be able First, look at your existing ones look like viable prospects? to connect with him to build an LinkedIn connections. Of that list, Who can you provide value to? online relationship. Over time, I which folks would you categorize Identify the top folks from that list believe Charles and I might be as “ideal customers”? They are and connect with them. To get in able to bring value to each other
28 www.theimagingchannel.com
Dmktg_0415TIC.indd 28 3/25/15 8:23 AM gain trust with LinkedIn
as you and I have. Would you group. I’m available on Thursday stunning good looks). Something mind making that connection? I this week around 10 a.m. Does made them look at you — a busi- would be most appreciative. that work for you? ness connection, a keyword from Many thanks, Looking forward to connecting. your summary that was served Lindsay Cheers, up as a result from a Google Lindsay search … something. So check Short, direct, and asking for those folks out and if they seem absolutely nothing in return aside Lo and behold, Charles is like good connections, send from an online relationship from happy to connect for coffee — them a personalized invitation to either request. This will work for the CEO Technology group is his connect. many of the requests you make, favorite place to learn from other 2. Long format posts. LinkedIn but not all, so just know that CEOs in the technology space. will alert you if someone has pub- going in, especially if you are Good sleuthing! lished a long format post. Here’s looking to connect with C-level What happens next? You begin an example of one of mine for ref- executives. positioning yourself as a trusted erence: http://bit.do/long_format.
Which folks would you categorize as “ideal customers”? You provide them with high-level managed services and they love to tell you how grateful they are for your solutions.
So, Bob makes the connec- advisor — as the industry expert See if any customers of influential tion or you reach out directly to you are! You share relevant connections have published a Charles, and he accepts your information via reputable articles, long format post and comment request the next day. What’s blogs and long format posts (we’ll on or like it. next? The thank you message get to these in short order). As 3. Anniversaries. LinkedIn will of course (or two of them if Bob the next week progresses, you notify you when someone is hav- makes that introduction). Once share original long format posts ing a work anniversary. Be sure to someone has let you into their wrapped around some of the congratulate them and send well LinkedIn connection group, you technology issues that most likely wishes. It’s a touch point that is should consider that a privilege. resonate with Charles as well as unobtrusive and shows you are Do not immediately begin to pil- reputable third-party articles with thinking of them. lage their connections. Begin with your thoughts within the post. 4. Comments. Folks love to a thank you. It should be simple When you log into your share their thoughts and opinions and to the point and build value. LinkedIn account and you look online. If you post an engag- For example: to the top right of your LinkedIn ing post on an article, folks may page, you’ll see the email, flag comment on it. Be sure to reply. Charles, and silhouette symbols. Focus Thank you for accepting my on the flag in the middle. There’s What is a Long Format Post? connection request. In look- likely a red number there, alerting LinkedIn long format posts are ing at your profile, I see we also you that something interesting a fantastic way to build up your are both members of the CEO has happened with your connec- credibility as an industry influ- Technology group. I really enjoy tions. Check on the following: encer and trusted advisor to your the discussions that happen in 1. Who has viewed your pro- connections and followers on that group. Would you like to file. Why check this? Because LinkedIn. The long format posts connect in the next week and if someone is checking out your are similar to blogs in that you are grab a cup of coffee? I’d enjoy profile, they have been attracted able to create your own original chatting with you about some of to something about you (and no, content and post it on LinkedIn’s the recent discussions within the more than likely it wasn’t your publishing platform, complete
April 2015 29
Dmktg_0415TIC.indd 29 3/25/15 8:23 AM with images and links back to an image to bring your post to life.” or toner deals. Your post will be sources and your own website. It’s just above your author photo at ignored. However, if you want to To get started, look at your the top of the post. Find a relevant offer tips on how an office manager update status bar. There’s a small image from any stock photography can change simple settings on pencil icon on the right hand side website or something you may their copier or MFP to save dollars of the update bar. Click it. Now have already in your library. Just throughout the year, that’s mean- you’re ready to begin. don’t steal any images from the ingful. That has value. If you end Web without licensing them. your post with “Call us today to How Do I Post My Article? Let’s go over some best buy a copier with these features” I’d recommend writing the post in practices: you’ve just lost your credibility. The Word or your favorite text editor 1. Original content — make purpose is to build trust so when of choice, then pasting it into the sure that this is something you your audience sees your post,
This is a platform that wants to provide helpful, educational information. Do not post your monthly copier specials or toner deals. Your post will be ignored.
LinkedIn long format post area, just wrote. The content has to be an they begin to trust you and think of in case there’s a loading issue with article written by you. This is not you over your competitors when it your page. You don’t want to lose the place to share an article with comes time to upgrade their fleet. all your hard work! a short comment, this is a multi- 3. Stay on top of the com- Once the article is pasted into paragraph blog post. This does ments — regularly check and the editor, go through and bold, not replace your blog post for reply to all comments (email alerts italicize, and link your article in your company, this enhances your and checking the flag icon on the relevant places. You ultimately individual credibility as a thought your profile page are both great want to drive folks back to your leader in the office technology ways to do this). Sometimes, folks website to learn more about the space. have great questions or insight- topic you’re discussing. 2. Don’t sell — this is a plat- ful comments. It is best practice Pick an image to accompany form that wants to provide helpful, to reply to them and keep the your post and upload it to the area educational information. Do not conversation going! It’s not much at the top where it reads: “Upload post your monthly copier specials different than a typical dialog with a prospect, only now, the plat- POSTING YOUR ARTICLE will look something like this form of choice is digital, so meet them where they’re hanging out and talk to them there. Online. On social channels. Overall, there are so many ways you can engage with your target prospects via LinkedIn. Learning to harness the power of this platform can result in more highly qualified leads that trust you. And that is a powerful thing. on the web Contact Lindsay Kelley [email protected]
30 www.theimagingchannel.com
Dmktg_0415TIC.indd 30 3/25/15 8:23 AM FP_AdLayout.indd 1 9/23/14 7:46 PM Collaboration and Services Take Center Stage at Ricoh Convergence 2015
by ROBERT PALMER
EACH SPRING MARKS the working hard to establish clear rules have been so for more than 20 beginning of the annual dealer of engagement between dealers years. He also pointed out that meetings for many printer/MFP and the direct organization. The re- almost half (47 percent) of the manufacturers, and Ricoh was one sult was clearly visible at this year’s firm’s 436 dealers are dedicated of those, welcoming its dealers to Convergence event. For the most Ricoh dealers. the Wynn Hotel in Las Vegas for part, dealers were highly engaged Ricoh backed up its progress Convergence 2015 March 2-4. Convergence 2015 offered several noticeable differences compared with previous Ricoh dealer events. With a theme of “Collaborate. Succeed,” Ricoh is obviously look- ing to position itself as a true part- ner investing in the future of the dealer channel. It was clear from the opening session that Ricoh continues to take great strides toward strengthening its dealer re- lationships. Opening remarks from Ricoh executives were met with resounding applause at various in- tervals, which has not always been the case at previous events. AT CONVERGENCE 2015, Ricoh introduced Cloud IT services delivered through Ricoh’s troubled past with the its acquisition of mindSHIFT. dealer channel extends back sev- eral years, when the firm began to aggressively build out its direct and anxious to hear about the new in the channel with a firm com- organization and focus intently technology, products, and services mitment to help dealers drive on direct sales. The acquisition that Ricoh is bringing to market. profitable growth for their busi- of IKON in 2008 put additional More importantly, dealers are nesses. To do that, Ricoh says strain on dealer relations, caus- moving Ricoh product in ever it will continue to listen to dealer ing some dealers loyal to Ricoh increasing numbers. Senior VP partners and deliver solutions in the past to shift their allegiance Jim Coriddi noted in his opening that will foster increased collabo- to alternative brands. A lack of remarks that the dealer channel ration and long-term success. trust had come between Ricoh now accounts for more than 37 CEO Martin Brodigan put Ricoh’s and its dealers, and many felt that percent of Ricoh’s total unit sales, recent success with the channel the independent channel was not which is a significant achievement in perspective. “We will never be well represented within the Ricoh for Ricoh. At the same time, a good enough,” he proclaimed. organization. core set of dealers has remained “However good we get we want Steadily, Ricoh has been working loyal to Ricoh and contributed to get better. We are listening to to bring dealers back into the fold greatly to the firm’s success. Ac- the channel.” by strengthening its product line, cording to Coriddi, 80 percent of further engaging dealers through Ricoh family dealers, including What About Hardware? programs such as CHAMPS, and Ricoh, Savin, and Lanier brands, Another element that separated
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Convergence 2015 from previous print overall. Once again, this is a been relatively quiet as to how it Ricoh dealer meetings — indeed significant achievement for Ricoh would deploy mindSHIFT services from most other dealer events considering it was not even a player to the channel. By folding IT ser- — was a clear lack of hardware in the production market 10 years vices into the CHAMPS program, discussion during the opening ago. dealers will have a clear path to sessions. Like most OEMs these Obviously, Ricoh’s position in the become educated and certified to days, Ricoh has embarked on a production market was bolstered deliver IT services to customers. services-led strategy focusing less significantly by its acquisition of This is an important part of on products and hardware and InfoPrint a few years back. Since Ricoh’s overall services strategy. more on solutions, services, and then, Ricoh has rolled out a steady Competitors such as Konica Mi- other adjacent businesses to help progression of new technologies nolta (through its acquisition of All drive new revenue and profits — and products targeting a variety Covered) and others have made both for itself and the channel. of commercial, graphics, and significant strides pushing IT ser- As a result, the mantra at virtually enterprise segments. Production vices through the dealer channel. every dealer meeting these days is hardware and related services rep- At the same time, mindSHIFT offers fairly predictable: “we are no longer resent important revenue oppor- distinct advantages for dealers a box company but instead a solu- tunities for the channel, and there — particularly for those who have tions company focused on solving is no question that dealers are hesitated to jump into IT services customer problems.” Typically, that moving to production print in ever because of the major investment statement is followed by a 45-min- increasing numbers. Ricoh placed required in terms of service delivery ute presentation showcasing the significant emphasis on its produc- and business model transformation. latest and greatest hardware with an tion machines at the product expo, With its powerful cloud infra- emphasis on faster speeds, more attracting a constant stream of structure and remote management capacity, improved usability, and the interested attendees. capabilities, mindSHIFT can ease list goes on. That was not the case the implementation burden for at Ricoh’s event. There was barely CHAMPS Gains Momentum dealers. Indeed, once a contract any mention of upcoming products, Understandably, Ricoh put a great is established, dealers can offer no slides showing where holes have deal of emphasis on its CHAMPS certain cloud services to custom- been filled in the product line, not program at Convergence ers literally in minutes. Even the even a picture of an actual MFP until 2015. As a tiered certification business model for dealers is fairly late in the program. program, CHAMPS provides a fairly unobtrusive. According to Nevertheless, Ricoh did talk comprehensive set of tools and mindSHIFT’s CEO Mona Abutaleb, about its performance in various infrastructure to help dealers services billing is basically a pass- hardware segments, and for good expand into various services through process that is transparent reason. Coriddi noted that sales of businesses. Leading up to the to the customer. Ricoh will give Ricoh A3 MFPs climbed 16 percent event, Ricoh offered a variety the dealers a monthly bill with an in FY 2014, and 20 percent of that of solutions through CHAMPS online report and the dealer will growth was color. Perhaps more grouped under three different decide how to charge for those telling is the fact that revenue from service modules: Managed services and present the bill to the sales of hardware grew 8 percent, document and business process customer. Managed IT services which is not easy to do considering services, digital imaging services, could be offered standalone or the maturity of the market and the and production print services. perhaps folded into an existing ser- fact that pricing pressures continue At Convergence 2015, Ricoh vice or MPS contract. to push ASPs lower and lower. introduced a fourth module: Cloud While mindSHIFT currently Coriddi also touted Ricoh’s IT services delivered through its offers a fairly broad portfolio of performance in the production print acquisition of mindSHIFT. managed service offerings, Ricoh space, stating that production color Providing an engagement path is taking a phased approach to units grew 19 percent in FY 2014. for mindSHIFT came as welcome rolling out services to dealers. The Indeed, Ricoh claims it is now num- news to dealers — especially initial rollout will include server man- ber one in production color with a those who have been struggling agement, IT help desk services, 25 percent share of the market, and to break into IT services. Since the hosted exchange e-mail services, in fact number one in production acquisition last year, Ricoh has and e-mail archiving. Since the
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Ricoh_0415TIC.indd 33 3/25/15 9:05 AM acquisition, mindSHIFT has been to undermine the entire process, single 3D printer can sell for hun- working to educate Ricoh’s dealer which is why it rarely happens. dreds of thousands — even millions support group so that training could The first question posed during of dollars. Nevertheless, 3D printing be made available to the dealers the Ricoh event came as no sur- is not like other adjacent business through the CHAMPS program. As prise: What is Ricoh’s position on opportunities. In most cases, it re- a CHAMPS service offering, deal- 3D printing? The answer, however, quires significant investment in new ers will need to attend training and was frank and to the point. Brodi- skill sets, sales tools, and overall become certified in order to offer gan basically responded by saying business strategy. It also com- mindSHIFT services. According to that Ricoh is not ready to address mands a very deep understanding Martin Brodigan, the mindSHIFT the 3D printing market in the U.S. of vertical markets and the existing acquisition will help Ricoh surpass “The one thing that 3D printing needs within the regional customer $170M in IT services this year. has in common with our business base. Laying low is a difficult stance is the word print,” he proclaimed. for Ricoh U.S. to take given the Ask the Panel “Other than that, there is not a momentum competitors such as One of the more interesting points lot.” Brodigan added that Ricoh is Konica Minolta, HP, and others are of the opening day occurred when closely investigating opportunities creating in the 3D printing market. Jim Coriddi, Martin Brodigan, but has no plans to enter the 3D Even so, a more cautionary ap-
According to Martin Brodigan, the mindSHIFT acquisition will help Ricoh surpass $170M in IT services this year.
and SVP Dave Green took center printing market in the U.S. until it proach could permit Ricoh to take stage for a Q&A session. Using can do so with a proper and profit- advantage of better opportunities in the Convergence app that was able business model — both for the future. available for download prior to itself and the channel. With the topic of 3D printing out the event, attendees were able The topic of 3D printing has of the way, most of the remaining to submit questions for Ricoh reached overhyped status in the questions covered during the Q&A executives to address directly. dealer channel these days. With session were fairly common. What The format obviously allowed great fanfare and the promise is Ricoh doing to support dealer Ricoh time to filter through and of double digital growth, many growth? How will Ricoh improve choose the desired questions traditional printing vendors have order and parts fulfillment? How and to formulate a response. jumped into the 3D printing market does Ricoh stack up against the Nevertheless, the session came over the past couple years. Even competition? These were fairly basic across as fairly unscripted and it Ricoh Japan is attacking the mar- questions with what seemed like did not seem that responses were ket with its own business to sell 3D standard answers. Perhaps more all that rehearsed. printers and related manufacturing interesting was the question not Ricoh actually deserves some and fabrication services. Entering asked. According to Brodigan, there kudos for coming up with a creative the 3D market is a natural step was no question submitted by any- approach for taking questions for hardware OEMs, which have one regarding rules of engagement directly from the dealers. It is almost invested huge sums in imaging between Ricoh direct and the dealer impossible to conduct an open technology and related assets channel. Once again, this speaks Q&A during large dealer events central to the core of 3D printing. volumes as to the progress Ricoh because the audience is so large Translating that opportunity into a has made with its dealer partners. that it could become a scheduling profitable business model for the nightmare. An open forum would traditional MFP dealer is an entirely Summary also put executives in the pre- different matter. There was a lot to appreciate at carious position of being forced to Dealers are naturally drawn to Ricoh Convergence 2015. Dealers answer some uncomfortable ques- the idea due to the high margins are clearly happy with Ricoh, not tions submitted by those seeking and incredible hardware profits. A only with the firm’s hardware and
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solutions but also with the level of profitable growth for the dealers, that dealers will be better served in support and strategic direction. and CHAMPS is the engine that the long run by leveraging the sales It is good to see Ricoh making Ricoh will leverage to facilitate that tools and other resources available traction with CHAMPS. In the growth. What Ricoh is doing with through CHAMPS. past, dealers have expressed mindSHIFT is another important From a hardware perspective, some apprehension and confusion cog in that wheel. It is interesting Ricoh is making great progress in with the program, mostly related that Ricoh is only allowing dealers a number of areas. It has achieved to the complexities of various to engage with mindSHIFT through market share and unit growth at a service levels and requirements the CHAMPS program, especially time when the overall market is flat for education and certification. when you consider that many deal- to declining. The firm has expand- CHAMPS requires commitment ers have yet to sign up. ed its A4 product line significantly, and investment from the dealer, In a separate conversation with while continuing to push improve- and many had expressed some Jim Coriddi, we were told that ments in the areas of performance uncertainty as to how, when, and roughly 30 percent of Ricoh’s deal- and usability across the entire where to engage with the program. ers have become certified at some lineup. Meanwhile, Ricoh has be- Those issues are waning as more level in the CHAMPS program. It is come a major force in the produc- and more dealers are coming into also worth noting that mindSHIFT tion space, which is paying huge the CHAMPS program, and some has a good history of selling IT ser- dividends for the office channel. at very high levels of engagement. vices through its own reseller chan- Ricoh is not only helping dealers Make no mistake, CHAMPS nel. Given these two factors, it might expand into the production print is a major component in Ricoh’s seem that Ricoh could broaden market, it is also providing a clear overall services-lead strategy. Ac- its coverage by allowing dealers to path to production print services, cording to Brodigan, the transi- engage directly with mindSHIFT for which is an area that is seeing tion to services is key to driving IT services. Ricoh, however, believes great margin and profit.
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April 2015 35
Ricoh_0415TIC.indd 35 3/25/15 9:06 AM Channel Evolution in Action: Trade Shows Represent the Changing Industry
by AMY WEISS
IT SEEMED TIMELY that our MPSA members and guests, and very big deal. The aftermarket has “channel evolution” issue was the mix of members at that event been struggling with any number scheduled to go into production was again indicative of the mix of forces, causing the companies as we were returning home from within the industry. Independent that operate within it to become the ITEX conference. A frequent dealers joined hardware OEMs, stronger, smarter, and more flex- comment regarding trade shows is that they are a microcosm of the industries they represent. That has commonly been the case in the imaging channel, as trade shows have evolved along with the trends in the industry. Large OEM presences, a plethora of Chinese supplies companies, a focus on managed IT services – you name it and industry trade shows have been exemplary of the trend. This was certainly the case at ITEX 2015, held in Ft. Lauderdale March 10-12. Once known as “the copier show,” ITEX has gone REVOLUTIONARY EVOLUTION: UniNet Imaging, a traditional player in the through a series of changes over aftermarket components space, introduced its new label printer line. the years, and in 2015, ITEX was as much an indicator of the chan- nel evolution as its exhibitors and software firms, consultants, VARs, ible in order to survive, never mind attendees. supplies manufacturers and resell- thrive. We have seen a number As evidence of the continued ers, and more. of evolutionary shifts from these importance of managed print to The evolution continued on companies, but UniNet’s may be the channel (although the impor- the show floor itself, where one one of the most dramatic. UniNet tance of the “print” portion of of the most striking examples demonstrated the LED-based that title continues to be subject of the changes in the industry iColor printers, which print in full for debate), the Managed Print could be seen in UniNet Imaging’s color, white and fluorescent on Services Association (MPSA) held booth. UniNet, known historically T-shirts, cards, envelopes and its board meeting and inaugurated as one of the major aftermarket other media and surfaces. its new board of directors and components manufacturers, was This is a revolutionary move for executive committee at the event. showcasing not drums or toner, an aftermarket equipment manu- To welcome its new officers and but printers. The company has facturer, but it is representative thank its members, the MPSA evolved in a huge way to become of the type of evolution we saw held a reception on the first day an OEM, and is now producing at ITEX. Green Project, another of the show at the nearby Bimini label printers. aftermarket stalwart, had a line of Boatyard. Hosted by MPSA cor- We will be exploring UniNet’s economy 3D printers marketed porate member Epson, incoming story more fully in a future article, under the company name GP3D and outgoing officers mingled with but suffice it to say that this is a and selling for under $600. With a
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small footprint and at the cost of an iPad, the Sprout printers, while not designed for industrial-strength manufacturing, could easily fall into the “hobbyist” category and make for an interesting alternative market for Green Project. Another example of the shift in the remanufacturing and supplies segment of the industry was the Clover Imaging Group. If that name sounds only semi-familiar, it’s be- cause its launch was announced just as ITEX began. Clover Im- aging Group brings under one marketing umbrella the numerous devisions developed or acquired JEFF BOATE of PERRY proTECH explains the evolution of the company’s over the years: MSE, West Point business model. Products, Dataproducts, Clover Environmental Solutions, OPRA, Axess Managed Print Services, and bad, but it’s a reality that has OEMs promoting their scanner MPS Engineered Solutions, Depot become part of the environment in lines, and companies like Plustek International and Latin Parts. From which we work. doing the same. Plustek, just a cou- an industry perspective, it’s a major Document management and ple of booths down from industry evolution, although from a trade- workflow are also becoming an behemoth Fujistsu, was promoting show sales perspective, it repre- important part of the channel its less expensive standalone scan- sents a significant loss in number evolution. A section of the floor ners, which do not require connec- of booths. Consolidation has many designated “document manage- tion to a computer (the firm also effects depending on where you ment” yielded an interesting mix offers larger, faster devicesa). stand in the industry, both good of software providers, traditional Education sessions, always a good indicator of the temperature of the industry, were many and diverse as well. Included in the lineup were tracks for document management, managed services, and perhaps most tellingly, “trans- formation.” In “Transformation by Example: A Dealer Case Study,” BPO Media’s own Chief Analyst Robert Palmer led a discussion between PERRY proTECH’s Jeff Boate and MWA Intelligence’s Mike Stramaglio, exploring fun- damental shifts in technology and workforce dynamics. The session examined how PERRY proTECH transformed its model to capture new revenue streams and reduce its dependence on print and PLUSTEK’S ESCAN A150 – a standalone scanner that was one of many print-related services – a definitive scanning devices evident on the show floor. example of the quickly evolving channel.
April 2015 37
ITEX_0415TIC.indd 37 3/25/15 8:30 AM Channel Profile Profiling an independent channel dealer or VAR and how their corporation is structured to support managed service offerings. Executive Corner Interview with a noteworthy industry executive discussing the industry, their program and what managed print services means to their business. Features In-depth looks at the cutting-edge topics, timely issues, products and technologies that make the industry tick. Vertical ProfileAnalysis of managed print trends in a specific vertical market, complimented by a case study of an individual company within that market and tips on how dealers can approach companies in the target vertical. ertical ProfileAnalysis of managed print trends in a specific vertical market, complimented by a case study of an individual company within that market and tips on how dealers can approach companies in the target vertical. Channel Pulse Summary of the
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0415icm_SubAd copy.indd 30 3/25/15 9:27 AM Channel Chat: What Does Channel Evolution Look Like?
WHAT DOES CHANNEL evolution look like to those had the opportunity to get here at a time when we from within? We decided to find out by asking a few were bringing a technology that was completely questions of some industry leaders, giving them the foreign to what most copier dealers had experience opportunity to answer some or all of the questions. with. Having been in the computer industry for four The answers, like our panelists, are diverse, surprising years, and coming to the copier industry where and informative. Our panel this month: very few people had any detailed background in terms of IT technology and networking, I got in on the ground floor when I came to Canon. We were very fortunate in that we had a very successful standalone analog copier business and we really used that business and the revenue we were creat- ing there as a way of incubating the digital busi- ness. Over time the digital business expanded and Dennis Amorosano, Jim Coriddi, Kay Du Fernandez, we were very successful in driving that business VP, Marketing & Vice President, Vice President, expansion, and of course today it is our core busi- Professional Services, Dealer Division, Strategic Business ness. It was a really amazing evolution to see what Business Imaging Ricoh Americas Development, took place over the 20 years that I’ve been involved Solutions Group, Konica Minolta in this channel. Canon U.S.A Jennie Fisher: I began working in this channel in 1990 with GE Capital. I was there for two years prior to joining Tony (Golobic, chairman and CEO) as he started GreatAmerica. Lance Hale: I began working in the imaging chan- nel in 2004. Troy Casper, founder of Compass Sales Solutions, introduced me to the need that sales rep- resentatives had for gathering print volumes to use Jennie Fisher, Senior Lance Hale, Owner, Mike Stramaglio, as a basis for contract proposals. The first version of VP/General Manager, President and Chief President and CEO, Print Tracker Pro shipped in July 2004. Office Equipment Software Developer, MWA Intelligence Group, GreatAmerica Print Tracker What is the most positive change you’ve seen? Financial Services What is the most negative change you’ve seen? Jennie Fisher: The most positive thing I have experi- When and how did you begin working in this enced is the evolution of technology and solutions that channel? have provided additional opportunity for our dealers. Dennis Amorosano: I’m in my 21st year at Canon GreatAmerica is a value-based company for a premi- and I was in the computer industry prior to com- um price. This makes it tough for us to compete when ing here. I actually worked at both NCR and AT&T all we have to compete on are rates. Technology and Global Information Solutions after AT&T had ac- solutions allow us to focus on the real value we bring quired NCR, my path to Canon was driven by me to the market and that is helping dealers manage their wanting to move from a direct sales-type role to a portfolios, helping them gain efficiencies through sys- marketing role. But when I entered Canon, Canon tem integrations and offering flexible invoicing options. was just beginning the process of bringing our first Today it feels like more dealers are focused on provid- digital multifunction technology to market. So I ing high-value, high-margin solutions that are allowing
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ChannelChat_0415TIC.indd 39 3/25/15 12:11 PM them to separate themselves from the competition. the channel. Nothing happens until accurate device Lance Hale: I believe that Managed Print Services information is gathered. A simple, non-invasive (MPS) has caused dealers to focus on providing collection agent that doesn’t tie up print processes additional customer service and care. End-user or become a drain on customer resources is the focus has increased as well. On the negative side of underlying technology vehicle. In today’s business things, dealers face a tougher business environment environments, the gathering of status information and more challenges with the increasing number and metering detail helps dealers determine the of diverse imaging devices that are encountered placement of new equipment and the services they onsite. will offer. Mike Stramaglio: If I had to land on one posi- tive thing I would have to say the explosion of the What was the most overhyped trend you’ve Internet was the first time that the world of knowl- seen not live up to its hype? edge was made available for every human being Jim Coriddi: The paperless office. We’ve been and every business. It creates innovation by the hearing about the paperless office for decades, minute with everything from connecting machines to and we’re not seeing anything near the predictions. people, or machines to machines, or social media While we need to continue to evolve and expand taking communication that used to take days or ourselves to be more services focused, a drop in weeks and reducing it down to the moment you page volumes is not what was originally forecasted. need it. Every business and every businessperson That has a huge impact, since we’re heavily invested has all of the knowledge of the world at their finger- in the aftermarket. Our aftermarket has been rela- tips and you can adjust your thoughts, plans and tively flat, if not a slight decline, but again, nothing actions in a moment. We are no longer inhibited by compared to what was originally forecasted. geographic boundaries or technology barriers and Jennie Fisher: From time to time I have to ask the your reach is as far and wide as you wish to take it. question – is print really going away? Many dealers I have talked to in the past month say they have more What single piece of technology do you feel pages under contract than ever before and continue has had the biggest impact on the evolution of to see a nice increase. the channel? Lance Hale: While it sounds strange, I would say Jim Coriddi: Without a doubt: digital. Beyond the MPS in general has not lived up to expectations. I obvious of how it’s changed the industry and what talk with people who have stumbled getting out of it does for paper, it also enables you to work on the the blocks with an MPS program or are still reluctant customer’s network and opens up many opportuni- to get involved. At times there seems to be as many ties. Digital technology has provided the on-ramp flavors of MPS as there are dealers. Some even refer and off-ramp, the entry to the customers’ net- to their offering as MPS when it really isn’t MPS at works. Without digital, there would be no services. all! The MPSA defines MPS as “the active manage- Furthermore, those dealers who embraced and ment and optimization of document output devices mastered digital are the ones who are now able to and related business processes” and the definition is move forward with services. dynamic and continues to change over time. MPS is Jennie Fisher: Mobile technologies and cloud not meter capture. MPS is not putting meters into an solutions – it gives dealers the option to implement ERP platform. MPS is not determining print volumes, solutions at a more desirable price point. It has also yet that’s all some dealers do with their collection highlighted the need and desire for the office equip- tools. Rather, MPS takes shape when dealers help ment dealer to move down the managed IT path – their customers take control of their printing pro- exciting stuff! cesses. Businesses that offer MPS in this manner Lance Hale: Smartphones and tablets have had rise above the hype. the biggest impact. Before their use expanded, the Mike Stramaglio: I still have a hard time with the need to print was more prevalent. Now the need whole MPS strategy. I was personally a big ad- to scan documents and present data in a concise vocate of MPS because in the beginning I think it manner is a more visible business requirement. In presented a lot of possibilities for the imaging chan- addition, remote assistance tools and monitoring nel, and of course many dealers have indeed made software with its ability to collect meters and device it a successful strategy. Yet I always believed MPS status electronically, have significantly impacted would be an intermediate step toward a much more
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lucrative opportunity with managed services as the Texas, and further recognized the visual power of ultimate landing zone. However, I always believed design. In addition to developing great products and in order for the imaging business to enjoy long-term solutions, our job is to keep customers engaged and success a few important factors would have to forge lasting connections. When something looks at- come together. The supply chain must be auto- tractive, works right, and is easy to use it sparks an mated with a viable open architecture ERP capable emotional connection. of embracing the ability to actually employ a new Think of all the apps you can’t live without; my standard of enterprise where everything speaks to “go to” apps are United Airlines, Waze for out- each other with relative ease. This would allow for smarting traffic, Flipboard for news, and Twitter. “service” type sales that include digital signage, se- They simplify my life, are well designed, and keep curity, medical equipment, copiers, MFPs and other me engaged and connected as a customer. We’ve adjacent technologies capable of growing legacy created this same type of engagement on our business and creating new growth. MFPs. The Konica Minolta bizhub MarketPlace has a number of apps that simplify scanning, rout- What innovation have you tried that’s failed? ing and workflow into many popular hosted and Jennie Fisher: Our InTune product, which was on-premise solutions. Our apps include connec- an online survey tool that allowed you to gauge tors to Box, Dropbox, Google, Sharepoint and the customer satisfaction of those that had either FilesAnywhere, to name a few. The MarketPlace recently received new equipment or service from provides a platform that designs beautiful images your company. The InTune program would compile and corporate announcements to display on the and deliver the survey results to the dealer, allow- bizhub control panel, access a library of forms/ ing them to easily identify their current strengths, templates, and further optimize workflow around areas for improvement and opportunities to provide the device. We’ve taken our products and solutions higher customer satisfaction. I really thought this one step further and are developing and designing would take off, understanding that the percentage of for engagement. dealers that survey their customers is very low. I see Jennie Fisher: Collabrance – becoming a managed the value we get from doing our annual customer services provider. Again, many dealers are moving satisfaction survey, and feel this could have been in, or interested in moving in this direction. This al- very valuable to the dealer community. lows an option for them to partner with a company Lance Hale: A few years ago we generated a report that is not tied directly to their customer base. This, for sites that [listed] devices needing supplies that combined with our SL-GAMIT Groups, SLIQ and also included other devices that would soon be Pathshare, are powerful tools that are expediting needing supplies. Although the report was accurate, the education and tools to move down this path the process was not adopted because tracking of more efficiently and effectively. alerts that had not yet occurred proved more difficult Lance Hale: Utilization of the Print Tracker One- for dealers than anticipated. It’s much like Thomas Click deployment feature has been the most Edison said when he talked about his failures to successful recent innovation. With this “simple” make the light bulb: “We know lots of ways that approach, administrators create “One-Click” de- don’t work!” ployment emails that can be sent to customers for self-installation of the collection software. Because What innovation have you tried that’s most installations take just a few minutes, going succeeded? onsite to complete a two- to three-minute job is not Kay Du Fernandez: My personal favorite, cool cost effective. Simple installations, requiring noth- evolutionary product innovation was the creation of ing more than the acceptance of a few prompts, the the bizhub MarketPlace for MFPs. Think of Apple are easily completed with this tool. “One-Click” iOS apps on the control panel of the MFP. Dealers, also allows dealers to re-establish communications developers and manufacturers have the power when their customers change out servers, worksta- to create innovative solutions that directly benefit tions, or operating systems. When dealers notice customers and end-users. It offers a tremendous an installation has stopped sending information, opportunity to monetize and create completely in- they simply send the customer an email with a link. tegrated solutions. I recently attended the South by When clicked the collection software is installed and Southwest (SXSW) Interactive conference in Austin, service is restored.
April 2015 41
ChannelChat_0415TIC.indd 41 3/25/15 12:11 PM What’s the next big thing? facto standards … for an industry that has been frus- Jim Coriddi: What’s exciting is that the next big tratingly slow and literally incapable of adopting what is things stem from businesses we’re already in; for an imperative in most industries today. Everything must example, production, services and other forms of be real time, real data, trending, using predictive buying communications. Production continues to expand, patterns, anticipated analytics and services rather than and it opens opportunities for the dealer to go to just providing “service.” The value-add or the brand a wider base of customers. Services is still in its distinction can no longer be managed by “controlling” infancy and there is much opportunity to grow there the industry but rather by who can adopt it better, as well. Other forms of communications include faster and with greater focus on being first with innova- Visual Communications, Signage and other forms tion, client care, ease of doing business and providing of communications at Ricoh technologies that we’re the best big or little data with which your client can im- bringing to our dealers to help them further expand prove his/her business opportunities and effectiveness. their relationship with their customers. MWAi is playing a major role in the the development Kay Du Fernandez: Technology is changing the of the imaging channel’s “Internet of things” because way we interact with those around us—especially we are indeed the new open architecture who can fan in the workplace. As the mobile working popula- the fire of all other adoptions, making it easy for other tion increases, there will be more enterprise col- companies to rally around curing pain thresholds and laboration tools to bring remote workers together. establishing new ways of doing business. Our Business Innovation Centers are working with strategic partners that are reimagining and rethink- What single evolutionary advancement ing the workplace and workforce of the future. They would help you and your business succeed? are focusing on smart office technology including Jennie Fisher: I am not sure, but it is going to have sensor-based technologies and workplace automa- something to do with integrations! tion and leveraging presence sensing technology to Dennis Amorosano: At the time we were making the define the future of the workplace. The company is transition from analog copying technology to digital already working with 150 organizations and opened network connected, I can vividly recall us sitting in up its application programming interface for other headquarters and saying to one another how hard it companies to develop new and interesting uses was to make the transition. Then of course we made with its smart office technology. an additional transition to layering on software and then Jennie Fisher: For us, it is seizing opportunities to layering on services. finance emerging technologies – software, digital When I look back now, going from analog to digital signage, 3D printing, etc. Though it may take sev- technology was a walk in the park by comparison to eral years to gain much traction here – it will come the transitions that followed. I think this next transition is and we will be able to provide our dealers with going to be harder than the last. The business in many financing options that help them close the deal! ways is getting more complex — I think more complex Lance Hale: Intelligent data mining from scanned just given the nature of the kinds of technologies and documents will likely be the next big thing. So much solutions that are entering the market and more com- information can be stored electronically now. Data plex in terms of the ways in which customers want to will need to be extracted to provide insights on how use the technologies. to best manage business processes. We are very rapidly moving to a point where many of Mike Stramaglio: The only way I can possibly even the things we’re delivering on behalf of the customer begin to answer that question is to use a phrase I are mission critical because they’re ultimately intimately don’t even like to use because it is so cliché and entwined in the way in which the businesses work and overworked. With that as a backdrop I have to point responsible for driving key operations that help those to “the Internet of things.” Everything today is headed customers generate revenues. toward speed, mobility, workflow; automate everything. We need the channel to be making investments into … Specifically in the imaging channel I believe the next technology and innovation and accelerating their busi- big thing in the near term will be driven by the adoption ness model transitions so that they are more prepared of a fully automated supply chain capable of quickly and more equipped to take on these new areas as facilitating everything with highly innovative and true e- they emerge. The recipe for success will be having a commerce functionality, creating the impetus for what robust delivery mechanism to the channel for Canon’s will finally lead to the creation of the first level of de innovations.
42 www.theimagingchannel.com
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