evolution channel

December 2019 Volume 10, No. 6 CLOUD+EDGE IS AMUST DIGITAL 2030: OFFICE EDGE AN OFFERS DEALERS INKJET PRODUCTION CHANNEL EVOLVING AN TO ADAPTING YOU WANT IT? SELL TO MANAGED 2020 IN BUSINESS CHANNEL THREE TRENDS SHAPING theimagingchannel.com BPO Media Suite 4-558 Requested Address ServiceAddress 840 S. Rancho Dr. Rancho Dr. 840 S. Las Vegas, NV 89106 Vegas, Las COLOR DIGITAL PRESSES imagePRESS C910 SERIES. MAKE NO SACRIFICES. When you strive to deliver the best, you can’t make sacrifices. And with the imagePRESS C910 Series color digital presses from Canon, you don’t have to.

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www.greatamerica.com | 800.234.8787 December 2019 volume 10, no. 6

pg.

pg. 15 8

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IN THIS ISSUE

08 Three Trends Shaping Channel Business in 2020 pg. by AMY WEISS, THE IMAGING CHANNEL 15 Production Inkjet Offers Dealers an Edge 20 sponsored content by ANDRE D’URBANO, RISO In Production Print, 29 You Want to Sell Managed IT? Fortune Favors the Bold There are some things you should know first by JOHN SCHWEIZER, CONTINUUM 34 Adapting to an Evolving Channel by NOELLE KULL, THE IMAGING CHANNEL 43 Digital Office 2030: Cloud Plus Edge is a Must by NIKOLAY VELINSKI, Y SOFT

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theimagingchannel.com Volume 10,Proposed Issue logo revision, 6 07/2010, EH from THE EDITOR PUBLISHER & EDITOR-AT-LARGE Patricia Ames I THINK THE 2020s might using the word “excruciating” when EDITOR-IN-CHIEF Amy Weiss finally be the decade of the talking about the cruise check-in SENIOR ANALYST John McIntyre paperless office. process might have been premature. ANALYST Tom O’Neill I know we’ve been But presumably you’ve all car CONTRIBUTING EDITOR Kevin Craine saying this at least since shopped, you know what it’s like, and CONTRIBUTING EDITOR Jelani Harper the start of the 20th you know that the worst part is sitting CONTRIBUTING EDITOR Noelle Kull EDITOR Rachel Glaze century, but hear me out. I in the finance office signing hundreds EDITOR Alexandra Karosas had two experiences right of papers. And technically, that part ART DIRECTOR Susan Kidwell at the end of the year that made me feel hasn’t improved. But when I sat with confident in making that prediction. my mother in a Toyota finance office REACHING THE STAFF The first was a cruise. Because I live recently, she signed her life away not Staff may be reached via e-mail, tele- within a short drive of a major cruise on paper, but on a giant digital tablet phone or mail. A list of contact informa- tion is also available online at port I’ve taken at least one cruise a year disguised as a table. All the paperwork http://www.theimagingchannel.com. over the last decade, and the most time was in digital form and instead of consuming and annoying part of the getting a fat envelope of paperwork E-MAIL: To e-mail any member of the staff, please use the following form: whole trip has always been the check- at the end, she got a thumb drive with [email protected] in process. You stood in line with your all the documents. Impressive (ish). fellow travelers, everyone just itching Because after she signed all the digital EDITORIAL OFFICE documents she was given some of (weekdays, 8:00am – 5:00pm ET) to get on board and have a drink, but Telephone: 407-900-1885 prevented from doing so by the sheer the same forms on paper to sign. amount of paperwork every single Naturally, I asked why. Because, said CORPORATE OFFICE passenger had to get through. Even with the finance guy, the State of Florida (weekdays, 8:30am – 5:30pm PT) Telephone: 702-720-4889 20 or more check-in agents, the line was says we have to. They’d been given Fax: 440-625-5556 never-ending — show your passports, a six-month period to do both digital sign papers, present the papers you had and paper, he said, but after the six to print at home, have your photo taken, months were up they were told to have your sea pass printed — it was keep doing it — apparently there are excruciating. (well-founded) concerns about what But over the last few years, things would happen if a hacker breached started to change. The cruise lines the system. all developed apps, and it became So what I gather from these The Imaging Channel is published six times a year by BPO Media. Send inquiries, back possible to start the check-in process experiences is that we may not be issue requests and address changes to online. And this year, it all seemed completely ready to give up on paper [email protected] or mail to: 840 S. Rancho to fall into place. We checked in yet, and some of the hesitation we talk Dr., Suite 4-558, Las Vegas, NV 89106 online, took our own pictures with about when we discuss the paperless our phones (finally, a good reason office — privacy, need for backup,

to take a selfie!) and when we got to security threats — still exists. In BPO Media strives to be an environmentally friendly company. Please help us by sending address corrections the port the agents simply looked at spite of that, though, the progression or removals by email to [email protected]. our passports, scanned our app with toward digitization is still happening, their own phones and voila! Boarding and in a far more tangible way than ©Copyright 2019 by BPO Media. All rights reserved. Printed in the U.S.A. process complete in less than 10 we’ve seen before. Reproductions in whole or part prohibit- minutes. We had drinks in hand within Am I right about the 2020s being the ed except by written permission. an hour of leaving the house. That, decade we finally see the paperless The information in this magazine has not my friends, is what digitization should office come into being? Will our undergone any formal testing by BPO be. (Of course, I’m left to wonder how retrospectives of the 20s call it the Media and is distributed without any war- long it will be before we’re writing “decade of digitization”? I hope so, ranty expressed or implied. Implementation or use of any information contained herein about the Royal Caribbean data because the alliteration can’t be beat. is the reader’s sole responsibility. While breach — but that’s the downside of Talk to me in 2029. I’ll be here. the information has been reviewed for progress). accuracy, there is no guarantee that the same or similar results may be achieved in The second experience was car Amy Weiss all environments. Technical inaccuracies shopping, which makes me think that Editor-in-Chief may result from printing errors and/or new developments in the industry.

Media Kits and Reprints: Direct your requests to [email protected] 6 www.theimagingchannel.com Custom labels hot off the press The Precision Label Series 475i is designed for the independent dealer who won’t settle for second best. Dealers can now go-to-market with this best-in-class mid-range digital label press. Whether your customers make food, beverages or something else, label production has never been so easy to do or profitable for you. The Precision Label Series 475i instantly creates eye- catching labels. Its industry leading technology churns out production quality labels at up to 1600 x 1600 dpi. Help your customers grab that on-the-shelf wow factor that helps them stand out in a crowded marketplace.

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PLS_IC Ad_May19.indd 1 4/12/19 3:20 PM Three Trends Shaping Channel Business in 2020

BY AMY WEISS, THE IMAGING CHANNEL

AT THE END of every year it’s we turned, appropriately, to BPO a few sneak peeks at our survey become a tradition to look at Research’s Market Trends survey data as a bonus. where we’ve been, where we’re — an annual tracker of office headed and what some major equipment dealers that helps Digital transformation (DX) trends in the channel may mean take the pulse of the industry. We According to IDC, by 2024, to our readers and their busi- gathered together some of the digital transformation and in- nesses. Some trends change, most common themes we heard novation will directly account for some get redefined, some stay from dealers, OEMs and others more than half of all IT spending, exactly the same, and some turn in the industry over the course with DX investment expected out to be – not trends (remem- of the year and ran it up against to approach $7.4 trillion (yes, ber when 3D printing was the some of those survey results to trillion with a “t”). It’s both a next big thing?) When it came get a feel for the challenges and lucrative opportunity and a major time to narrow down the trends opportunities likely to affect the hurdle for those embedded in the shaping the industry this year, industry in the next year – with traditional print space. But what

8 www.theimagingchannel.com Three Trends Shaping Channel Business in 2020

BY AMY WEISS, THE IMAGING CHANNEL

exactly is it? requirements.” really changed — it’s merely MIT defines digital transforma- No matter how you frame the form of the output that has tion as “a radical rethinking of it, it’s something nearly every evolved into electronic infor- how an organization uses tech- business is engaging in, and for mation that may be emailed, nology, people and processes technology providers and their messaged, shared through a to radically change business customers it’s both a challenge customer portal or presented performance.” Salesforce, mean- and an opportunity — although on an interactive display. The while, states, “digital transfor- unfortunately, the former often input component, however, has mation is the process of using outweighs the latter. However, it become more important — a digital technologies to create doesn’t need to. frequent topic in these pages is new — or modify existing — The imaging industry has been how the “multifunction” part of business processes, culture, and helping customers with docu- the MFP has become more sig- customer experiences to meet ment output since its inception. nificant and the role of the input changing business and market As we move to digital that hasn’t tray is greater. But it’s what goes

December 2019 9 on in between the input and out- as-a-service offerings can help These are just a few of the put that is really the most impor- the process along. Getting a foot headline-grabbing data breaches tant to digital transformation. in the door isn’t necessarily dif- in 2019 alone, and it’s not getting The internet of things (IoT), ficult, but taking full advantage of better. According to Norton, machine learning, artificial intel- it is another story. there was a 54% increase in ligence, process automation — Our survey shows that for the the number of breaches in the these buzzwords are all compo- average dealership, nearly 70% first half of 2019 compared nents of digital transformation, of total revenue is hardware, to the same period in 2018. but since it’s not a one-size-fits- and less than 10% is application Security is big business and big all undertaking, each organiza- software and solutions, leaving opportunity — it’s why “network tion comes at it a little differ- a lot of room to push the needle. security applications” topped ently and with different needs. When it comes to product the BPO survey results for the A Forrester/SAP study on digital categories dealers wanted to add, product category respondents transformation that surveyed “scanning/capture document wanted to add. When asked how nearly 750 decision makers management software” was the important network and system around the world found one-third second most popular category, security was to their customers, of firms surveyed had completed behind only network security the majority chose “very

The idea of digital transformation can get tricky — terms like “AI” and “virtual reality” are sexy, but they aren’t the whole picture.

“significant aspects” of digital (we’ll get to that). Also high important,” with most of the rest transformation while 67% were ranking were “scanning/archiving selecting “somewhat important” engaged in digital transformation digital capture hardware,” — altogether around 90% of initiatives. What does that look “cloud storage,” and “ECM/ respondents have customers like? It varies, but in the study workflow automation” — all key for whom security matters. 92% had implemented IoT, 78% pieces of digital transformation. Also notable is the increase in had implemented AI, 77% had The channel wants digital “very important” responses this implemented machine learning, transformation, and, more year — while last year it was an 70% had implemented augment- importantly, the channel is even split between “very” and ed or virtual reality, and 68% had engaged in digital transformation. “somewhat,” this year the vast implemented blockchain. With the connected MFP as an majority chose “very.” When it While those statistics are on-ramp, the journey is, for most, comes to security there is a great interesting, they may also be underway. But that journey is deal of opportunity, but also a intimidating for smaller organiza- not without hazards. Connected significant level of responsibility tions, or for the office equipment devices, after all, are the key to — if you haven’t yet had to deal dealership whose customers digital transformation, and the with some form of data breach or consist more of small to mid- IoT is the backbone of those ransomware attack, it is probably size business (SMB) than large connected devices. And with the just a matter of time. enterprises. And this is where rewards of the IoT come risks — And being in the managed the idea of digital transformation namely the security threats that IT business is no longer a can get tricky — terms like “AI” are nearly a daily part of business requirement for having concerns and “virtual reality” are sexy, but today and mark the next critical about security, as hackers they aren’t the whole picture. For trend. have proven that anything with the SMB, kicking off the digi- a network connection is fair tal transformation process can Security game — including those printing be as simple as implementing Capital One. Quest Diagnostics. devices that are your on-ramp Office 365, and cloud-based and ASUS. The city of Baltimore. to the digital transformation

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CALIFORNIA GEORGIA ILLINOIS NORTH CAROLINA PENNSYLVANIA TEXAS highway. Most hardware OEMs common reason for an acquisition. to be acquired.” Last years’ have made security a key piece With the aforementioned digital responses were similar, with the of their lineups, with everything transformation and security only difference being that HP from focused advertising campaigns services in such high demand, was last on the list – this year to partnerships with security firms. smaller dealers that lack the a full 6% selected HP as their It’s telling that in the BPO survey, resources to provide those answer (maybe they’re prescient, only about half of respondents services may seek a buyer. maybe they took the survey after offer managed IT but nearly three- Meanwhile, dealers with more the news of Xerox’s acquisition quarters offer security solutions of resources may acquire an attempt broke). Industry pundits some sort, ranging from hard drive adjacent business to expand don’t seem inclined to believe encryption solutions to network their offerings — about 17% of that Xerox will actually achieve security, document security and our survey respondents who its acquisition target — at the backup/disaster recovery. If you’re offer managed IT said they used time of this writing HP has not selling, supporting, or making the acquisition route to add rebuffed Xerox twice, and the use of security solutions, what are that solution to their business. two remain in a standoff in which you waiting for? Security may be the Geographical expansion is Xerox is threatening a hostile

We asked which OEM [our survey] respondents thought was most likely to be acquired next. Here’s a shocker: HP did not top the list

one universal concern whether you another driver, and while it used to takeover and Carl Icahn doesn’t are a dealer, OEM or end user. Or be attributed more to OEMs, it is appear to have plans to back maybe there is one more. now certainly a part of the mega- down. What will next year bring? dealers’ expansion efforts as well. Will we be talking about that time Consolidation What else does our survey reveal Xerox tried to acquire HP, or will Some trends come and go, but about M&A? We asked, “are you we be talking about financial this one sticks. A quick and dirty planning to sell your business in results for HPX? count of M&A related news items the next three to five years,” and While we can’t know for sure on both The Imaging Channel the majority answered “no”— but how any of these trends will and Workflow websites in 2019 about 20% would be open to an shake out over the coming year, yields roughly 80 items, which offer. That’s actually fewer than the benefit of research and is a reasonable picture of the last year, when nearly 30% said analysis is that we have a pretty landscape and pretty much in line they would be open to an offer — good idea of what will have an with what we’ve seen over the last apparently there were a few more impact. These three trends — couple of years. The transactions respondents open to a good offer digital transformation, security run the gamut from surprising last year, and maybe they were and consolidation — are not (Staples and DEX) to, well, not one of the 80-ish transactions this the entire picture, and there are surprising (any transactions from year. many other forces shaping the Flex, Oval, UBEO or Marco) to the We also asked which OEM channel. However, it is safe to ones that make you go “hmm” respondents thought was most say that these are three that (Xerox and HP, which we’ll get likely to be acquired next. Here’s will continue to exert a strong back to). Averaging more than one a shocker: HP did not top the influence over the channel, and transaction a week, if it feels like list, and in fact, Xerox was the should at the very least not be there’s a lot of M&A action, that’s top vote-getter; nearly neck ignored. At best? They should be because there is. and neck with Toshiba, almost a monetized, capitalized upon and Why? The need to grow and third of respondents felt Xerox used to create a solid growth move to the next level is a holds the title of “most likely plan for the coming year.

12 www.theimagingchannel.com The opportunities in front of you depend on the company behind you.

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BY ANDRE D’URBANO, RISO

PRODUCTION PRINTING HAS not have entered the market due find the edge needed to gain real long been a way for the industry to the fear that this increasingly revenue and profit growth. to capture more page volumes competitive and maturing market and grow business. With advanc- brings another “race to zero” in Production inkjet growing es in toner-based digital produc- toner page revenue and profit. But market – cut sheet inkjet tion print presses, many dealers a sub-segment of the production advances and OEMs have invested time print market – production inkjet A recent Keypoint Intelligence and money to participate in this – provides a new opportunity for study found that in the U.S. alone, market and have added produc- dealers already in the market as page volume for high-speed inkjet tion print sales forces. Others may well as those wanting to enter it to will reach over 200 billion A4/letter

December 2019 15 pages by 2022 — more than 12 have an easier time due to the more competitively at a lower CPC percent growth over 2017. More cold and flat output (no curling than toner, while customers buy inkjet pages than production toner from hot fusers). the inkjet cartridges separately. pages were printed in 2018 and • Less maintenance and higher The consumable revenue and Smithers Pira expects inkjet pages reliability because of fewer mov- profit that comes with this model to represent 53% of digital produc- ing parts. can give a much-needed boost to tion print volume by 2024. • Less electrical consumption be- any dealership. Until recently, most production cause of no heat operation. inkjet opportunity lay in high- The added benefits a production Additional advantages of cut- speed roll-fed (continuous-feed) inkjet printer brings to a customer sheet production inkjet systems that carry multimillion- over a toner-based production Selling cut-sheet production inkjet dollar price tags but deliver ex- printer can provide a salesperson is profitable and also provides ad- tremely efficient, reliable and low- that competitive edge both they ditional advantages and benefits to cost performance when compared and the dealership are looking for. a dealer: to toner-based printers. Advances The cost of production cut-sheet A fresh message about color. in high-speed inkjet technology inkjet equipment makes delivering Color printing from toner-based have now come downstream and those advantages and benefits a equipment has molded customer cut-sheet inkjet devices are avail- more affordable investment for the perception to believe that color able at sub-million-dollar price customer and a dealer entering printing is more costly than points, delivering the efficiency, the production print market. printing in black and white. Inkjet reliability and affordable cost that shatters that myth. Through its is the nature of inkjet technol- More profitable incremental lower cost of operation, a color ogy. These cut-sheet devices fall print volume page printed on an inkjet printer between cut-sheet toner produc- The key reason to sell production can cost no more than a toner- tion devices and roll-fed devices, print is to gain the incremental print based black and white page and, providing a growing opportunity volume from customer in-plants, in many instances, less. This for dealers to engage in the pro- outsourced print to commercial means that for every customer duction print space with minimal printers, and commercial print- that has ever said “we’d love to investment and less competition. ers themselves. This incremental use more color, but our budget The drivers of demand for any volume on a device can range from does not allow for it,” a sales- kind of digital color production 80,000 to 10 million pages per person has an immediate pros- print press include: month. For the toner-based mod- pect. At a minimum, salespeople • Growing demand for the use of els, an embattled service depart- can revisit monochrome clients color. ment all too often must give away and convert them to affordable • A need for faster job turnaround low color toner CPCs just to land color. times than print providers can one sale. Inkjet can present a dif- Help print shops provide get from offset presses. ferent, more competitive and more more diversified offerings to • More short-run on-demand jobs profitable model to a dealership. their customers. A print shop • The cost-effective nature of In many cases, customers only with only toner printing is handi- digital printing because printing add color to small areas of a capped. Installing an affordable plates are not needed. print — a red number added to production color inkjet printer can • Increased demand for person- an otherwise black & white form, help the print shop address their alization or customization using highlighted color to statements customers who thought color variable data printing (VDP). and invoices, or using VDP for was too expensive. Diversifying • A need for consistent, high- personalization of envelopes, for and adding a more cost-effective quality print. example. This drives down CPC inkjet printer allows the print shop However, inkjet provides the revenue and per page profit in to meet those customers’ desires print community other benefits toner-based printers. Inkjet us- and convert black and white jobs including: ers prefer a model where actual to affordable color. This helps • Higher print speeds because of coverage dictates the cost of the the print shop customers meet inkjet’s “heatless” process. page. This means a “CPC” for their business needs and grow • Inserting and folding equipment service and parts can be priced their business through the power

16 www.theimagingchannel.com

of color. The print shop grows in meter clicks overnight. Adding a more satisfied print customers by business and the dealer benefits lower-cost cut-sheet inkjet device delivering what they once thought as revenue and profit streams as a complement to the black- was unaffordable. These and oth- grow. and-white fleet addresses a print ers are different messages that Generate unique revenue shop’s need for affordable color few salespeople are talking about. streams for print shops. Adding output and can keep the cur- The production inkjet message an alternative technology to a rent fleet intact. A small footprint can make a salesperson stand out print shop’s operation to comple- production inkjet printer reduces from the crowd by speaking about ment the toner devices can also or eliminates remodeling costs for a different approach to printing create unique revenue streams. the customer when adding a color and business. It’s a message that Using variable data to personalize production device and with the af- is a door opener which can lead to envelopes, adding color to NCR fordable pricing of the equipment more appointments. With a fresh forms, and printing instruction it makes an easy way to build a message, more appointments, manuals and educational materi- “moat” around that fleet of current and more sales a salesperson is als at affordable prices can create production units. less likely to leave a dealership. new and unique streams of busi- Help customers through By becoming the home for ness for the print shop. Of course, growing pains by complement- production inkjet in their market a all this creates more ink sales for ing production toner devices. As dealer can successfully enter the the dealer. digital production printers keep growing and profitable produc- Unlock sales doors that were advancing and making it easier to tion print business. When the staff once closed. There are many move print from complex, labor- of production print houses attend times a salesperson will call on a intensive offset presses, many events and forums where inkjet is school district, government ac- shops and in-plants may find their discussed as a growth opportunity, count or a Fortune 1000 company production toner devices over- they are likely to go in search of that has a fleet of MFPs locked worked and not able to keep up resellers that can help them take into a competitive contract for up with growing print demand. Many advantage of that opportunity when to the next five years. Many of dealers are placing affordable they return home. A dealership that those accounts will have a mail- inkjet units to pick up the slack, is “the home of inkjet” in their mar- room or in-plant print shop that adding printing capacity to the ket will be the one they trust. can use a cut-sheet production account that helps the customer Production inkjet technology print inkjet device. If the school keep up with growth demands un- comes in many speeds, sizes and would like to make color materials til it becomes justifiable to replace a wide array of pricing. In the past, available as part of their curricu- or add another production unit. most production inkjet devices lum but feel they cannot afford it, Providing a solution like this helps were multi-million-dollar roll-fed or if an in-plant is sending out jobs a dealer become a fully trusted units. Today production inkjet has to be printed on high-speed color business partner with the cus- evolved into a wider offering that production printers, this makes a tomer and puts them in a strong includes much more affordable perfect opportunity to introduce position to place more inkjet or cut-sheet devices that are de- an affordable inkjet printer to ad- toner production units when the signed for all budgets. Now is the dress those needs. Getting a foot demand to capacity justifies that time to enter the cut-sheet produc- in the door of a competitive MFP need. tion inkjet market. A dealer needs account this way puts a salesper- Reduction of sales force turn- to get out in front of the market son, and the dealer, in a strong over. Every dealership struggles while competition is limited, the competitive position when the with turnover because sales is margins are healthy, and the tech- next decision to update the cur- not an easy job. One of the most nology is fresh. rent MFP fleet comes around. challenging parts of the job is Protect the current production prospecting. It’s become more contributor toner fleet. Higher-priced inkjet difficult to interest prospects Andre D’Urbano devices can displace a dealer’s with messages that they have RISO fleet of black and white produc- heard before. Inkjet brings a fresh tion devices. If that happens, the new story of affordable color, riso.com dealer can lose millions of monthly improved print shop sales, and

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IN PRODUCTION PRINT, FORTUNE FAVORS THE BOLD BY BPO MEDIA

IMAGING CHANNEL DEALERS have evolved profitable, through the products, technologies and to provide capture, information workflow, IT man- support these OEMs have introduced to the channel. agement, security and many other types of business services to meet customer needs as digital trans- Konica Minolta, transforming to meet the needs of formation happens in the office. Yet putting print on the office of the future, has also been busy trans- pages and other media continues to provide a suc- forming to take advantage of the growing digital pro- cessful foundation for dealers; particularly for those duction print market. Establishing a presence in the bold enough to look outside the office and toward production, commercial and industrial print areas as production print. Production printing can provide a well as expanding in the adjacent markets such as growth opportunity that allows an imaging channel print embellishment has made them a strong com- dealer to grow and thrive. petitor. They have experienced impressive growth in these areas over the last several years. Increasingly, office equipment OEMs such as Konica Minolta, are advancing digital print technology and The Imaging Channel attended both the Konica products to address the growing markets of produc- Minolta Dealer Summit in Carlsbad and PRINTING tion and commercial print, large format and industri- United 2019 in Dallas and had a chance to see and al print, and label and packaging print. Digital pro- hear what Konica Minolta now offers in these areas duction print represents a massive new market that and how they are helping dealers evolve their busi- imaging channel dealers now find accessible, and nesses into these growing markets. DIGITAL CUT SHEET PRODUCTION PRINT Digital production print includes cut sheet, continu- ous feed, and large format printing. Konica Minolta’s cut sheet production offerings are a great place to start.

Konica Minolta has a range of toner-based cut- sheet black & white and color printers ranging from entry-level production print needs with bizhub PRO models meeting in-house and in-plant volume and application requirements, to more advanced digital presses designed for higher production print vol- umes and that offer more finishing options. These digital presses can be used by commercial print service providers (PSP) to move print from labor-in- tensive and costlier analog offset and litho presses.

At PRINTING United 2019, Konica Minolta held the ACCURIOPRESS worldwide debut of the AccurioPress C14000, their C14000 newest toner-based digital press. This digital press introduced new, innovative technologies and features that should make it stand out from its competitors’ products that are based on older technologies. NUMBER OF A4 PRINTS PRODUCED The AccurioPress C14000 can output sheets up to 51 IN 2019 PRODUCTION PRINT MARKET inches in length and duplex sheets up to 35 inches long on media up to 450 grams per square meter (GSM). An intelligent media sensor senses the type 49.6 TRILLION of media being drawn into the printer and auto- (SMITHERS PIRA) matically adjusts printer settings. With the optional IQ-501 auto inspection system, which scans pages as they are printed, adjustments are made to ensure consistent color quality. The optional trimmer unit can be added to provide an inline creaser, for gate- fold output, and for slitters to allow for four-side trim- ming to full-bleed output including business cards.

Konica Minolta appears to have listened closely to PSPs that use this type of printer and established the value proposition of this new press around higher and more consistent color quality and im- proved reliability. Kevin Kern, Senior Vice President of Product Planning, labeled the AccurioPress C14000 a “Color Output Factory” and we tend to agree.

SHARE OF PRODUCTION PRINT THAT WILL BE DIGITAL BY 2024 21.1% ACCURIOPRESS C14000 (SMITHERS PIRA) On the show floor, the WEBjet 200D was demonstrat- WIDE FORMAT EQUALS ed for application in the very high-volume continuous feed roll-fed printer segment. Focused on transactional, LARGE GROWTH publishing, direct mail and in-plant applications, this printer utilizes Memjet Printhead Technology. With inline Wide-format or large format digital printers for applications finishing available, this digital inkjet printer gives Konica in technical drawings, maps, charts, etc. have been sold Minolta a credible presence in this high-volume market. by the imaging channel for some time. A market that is becoming more accessible due to investments in large for- Large format and continuous feed digital printing are not mat digital print technologies by OEMs is in LED UV wide for every imaging channel dealer to consider. These print format printers for outdoor/indoor signage, large posters, markets require large investments to meet service levels and even textile printing applications. This segment can be of customers, installation needs of the equipment and a growth opportunity for the imaging channel. other support. These devices, however, strongly illustrate the breadth of Konica Minolta’s products that makes At PRINTING United, Konica Minolta showed the them well-positioned to take advantage of the growing AccurioWide 200. This hybrid inkjet wide format printer digital production print market. is the first Konica Minolta branded product in this area. Capable of printing on sheets, boards, roll-to-roll or Efficiently handling production print workflow and auto- roll-to-sheet, the AccurioWide 200 and its companion mating much of the workflow is a key part of the overall the AccurioWide 160, also shown at PRINTING United, package dealers and Konica Minolta delivers a portfolio can print in 6 color or 4 color plus white. This printer can of software and services to the PSP or customer using print on flexible or rigid media, making it very good for a digital production print solution. These software and signage, display and large banner applications. services address production workflow solutions & auto- mation, managed information systems (MIS), document Output from the AccurioJet KM-1 LED UV inkjet press verification, finishing automation, and even postage, was on display at PRINTING United while equipment shipping, optimization, and tracking. demonstrations were held at Summit Direct /Texas Offset in Dallas. Capable of printing on media up to 23” With professional services and production specialists x 29.5” and onto a variety of substrates, applications for available for dealers, the company has built capabilities this printer include variable direct mailers, books and for dealers to leverage as they evolve into the production book covers, flyers, menus, posters, calendars, labels, print space. Importantly, service level agreements are cartons and even ID cards. much more stringent in this market and Konica Minolta lets dealers rely on them to help support these SLAs. The dealer can rely on Konica Minolta until the deal- er ramps up to meet the SLA or decide to let Konica Minolta support the SLA for the term.

ACCURIOJET KM-1

ESTIMATED NUMBER OF UV LED WIDE FORMAT UNITS TO BE SOLD IN 2023 IS 5,000 UNITS REPRESENTING A 17.6% GROWTH RATE FROM 2018 ACCURIOWIDE 200 (KONICA MINOLTA; IDC) BY 2022 THE NUMBER OF A4 SHEETS PRODUCED WITH SOME FORM OF ENHANCE AND DECORATIVE EMBELLISHMENT WILL BE EMBELLISH Digital print embellishment is an adjacent market 385 BILLION opportunity that presents a revenue and profit growth REPRESENTING A path for Konica Minolta and the imaging channel. This market for embellishing equipment and supplies is in addition to the production print market. It can provide 10.1% even more opportunity for new revenue and profits GROWTH FROM 2017 to an imaging channel dealer as they evolve into the (KONICA MINOLTA; IDC) digital production print market. MGI JETVARNISH 3D ONE According to Konica Minolta here are some important data to consider: • Embellished printed items are 2.5 times more attractive to consumers (FSEA)

• Packages with print enhancement are viewed as 46% higher in quality (FSEA)

• 69% of PSPs offer or plan to offer print embellishment to their customers (NAPCO)

• Only 50% of marketers and print buyers are aware of 3D textures on print (NAPCO)

• 40% of marketers are not aware that variable embossed foils are possible (NAPCO)

• PSPs can charge a premium of 17% - 39% for an embellished print product (Keypoint)

Add all these up and you have a market that will be hard at work generating demand from consumer to marketer to PSP to dealer.

Konica Minolta and MGI have had a solid alliance providing print embellishment solutions for quite some time. New print embellishment products announced at PRINTING United included: • MGI JETvarnish 3D One – Billed as the ul- tra-affordable entry-level embellishment press, the JETvarnish 3D One produces 2D and 3D textured varnish effects on media up to 14” x 30”. It adds to the MGI embellisher line to make it the widest range of digital embellishment presses on the market. It is expected to ship during the first quarter of 2020.

• AccurioShine 101 – An affordable, small footprint, tabletop print embellishment solution. It provides foil, metallic color, laminate and spot gloss. A technology preview only at the show, this embellisher looks to be a very good solution for those customers who want to extend higher value-enhanced print service in-house. Also on the show floor were: We think the MGI alliance and the demonstration of these products is a good example of Konica Minolta • JETvarnish 3D WEB for roll-based living up to their show theme of “Rethink Print.” Konica embellishment applications Minolta has successfully entered this adjacent market to add value to their production print offerings and • JETvarnish 3D EVO 75 for B1 size continued co-development between MGI and Konica and packaging applications Minolta R&D can only strengthen the integration be- tween print and embellishment technologies. • JETvarnish 3DS designed for high volume, long-run commercial applications Michael Perna, Marketing Manager for Konica Minolta told us “Embellished printed pieces become cherished and memorable.” That holds true for end customers and the dealers who move into this market.

PACKAGING – AN EMERGING MARKET FOR THE IMAGING CHANNEL TO CONSIDER The digital label printing and package printing market is an- other production print market that Konica Minolta is encour- aging the channel to look at. A market-driven by a constant DIGITAL PACKAGING AND LABEL need to meet the ever-growing world of consumable goods MARKET IS EXPECTED TO GROW is, as Konica Minolta told us “The promised land for busi- nesses in the print business.” 9.9% Labels are everywhere, from goods in a grocery store to labeled packages from your favorite online retailer, or any BETWEEN 2018 AND 2022 of a million other items that require some form of labeling. (KONICA MINOLTA; SMITHERS PIRA) Digital technology advances enable the imaging channel dealer another growing market path to new revenues and profits through the sales, service and supplying of digital label printers.

The use of digital labels by brand owners, converters and commercial printers is growing significantly over the use of conventionally printed labels on offset or litho presses because digital label printing delivers:

• Shorter delivery times • Better print quality • The ability to print shortest run lengths ACCURIOLABEL 230 • Less packaging obsolescence • More promotional packaging options

Konica Minolta entered the digital label printer market in 2016 and has both toner and inkjet digital label printers. At PRINTING United they announced a new digital label printer the AccurioLabel 230 toner-based label press, which replac- es the AccurioLabel 190.

Konica Minolta also showed the PLS-475i inkjet label printer. This is an entry-level production digital label press ideal as a tabletop label press for customers such as retail outlets, brand owners or commercial printers that want to bring label PLS-475i printing in-house. A finisher to contour-cut and remove the “matrix” waste was also shown. Illustrating the tie-in to other adjacent markets, the digital labels can be moved to the MGI JETvarnish 3D Web for foil stamping, decorative varnishing, and embellishment – once again showing the “Rethink Print” mindset that provides more added value to customers, dealers and Konica Minolta.

When it comes to corrugated box packaging, the ability PKG-675i to use digital printing and VDP allows fast, on-the-fly customization of boxes. For this fast-growing market, Konica Minolta announced the Precision Packaging Series PKG-675i at the show. CORRUGATED BOX PACKAGE DIGITAL This printer uses Memjet Printhead Technology and Konica PRINTING EXPECTED TO GROW Minolta showed printing on brown kraft paper, white uncoated folding cartons, flats, and pre-die cut corrugated media. For customers looking for short-run printing on folding 25.9% cartons or corrugated boxes, this printer is a very good BETWEEN 2018 AND 2022 alternative to acquiring larger, more expensive digital printers. (KONICA MINOLTA; SMITHERS PIRA)

Packaging is considered one of the next frontiers of digital printing and Konica Minolta appears to be positioning dealers with equipment to settle into that frontier.

SUPPORT AND PROGRAMS The addition of production print to the business presents different challenges than office print. Understanding what is required and aligning with a partner that has experience in this business is critical to success in these new markets. It’s important that OEMs such as Konica Minolta help and support dealers through these challenges and ultimate evolution. The partner a dealer chooses to make this evolution with must have the infra- structure and experience that supports these changes successfully. Konica Minolta has positioned itself to be a very good choice as a partner in production print.

According to Konica Minolta, about one-third of their dealers are in production print in various stages of conversion. To support those efforts, Konica Minolta has acquired and built the tools and training that are neces- sary to make these transitions and transformations.

Production print offers unique challenges in product investments, space needs, marketing efforts, and sales skills. Especially important is the ability for a dealer to PROKOM is Konica Minolta’s user community of graph- live up to much more stringent SLAs than office print. ic professionals that enables customers to learn and Availability frequently needs to be 24/7 to prevent costly share best practices that help them build their busi- downtime to a PSP, and much more. Dealers require ness. Dealer customers can take advantage of this as new skills to understand the language of designers and an added benefit. PSPs, knowing different color spaces, certifications in printing standards and more. A multi-million dollar investment Konica Minolta has made is creating a Customer Experience Center in Konica Minolta has marshaled the resources to have the Ramsey, NJ. Dealers can schedule customer visits to training and support necessary to address those needs the CEC to show, and have Konica Minolta demonstrate, of dealers. They offer technical training, sales training, the range of production, commercial and industrial marketing programs, production print specialists that printing solutions they have available. This support is a PLS-475i work directly with dealers, and professional services large investment by Konica Minolta to again show their that can be leveraged by the dealer or called on the commitment to support dealers who choose to make meet SLAs as needed. the evolution and transformation to production print. BPO PRODUCTION PRINT MEDIA’S TECHNOLOGIES Are you asking yourself what the difference is between the terms “production print,” “commercial print” and “industrial print”? Here are some helpful definitions: VIEW PRODUCTION: A printer (usually cut sheet) having a high output speed of 60 ppm to 150 ppm or more that is normally found in corporate repro departments and in-plants, or for-profit print service providers (PSPs) pro- The production print market is an ducing volume printing of manuals, booklets, and forms. BPO MEDIA’S VIEW ever-enticing market area for imaging By BPO Media Staff Some finishing is used. Examples of Konica Minolta channel dealers to enter. Growth is printers in this area are: happening and adjacent markets are available that add real value to final • bizhub PRO 1100 output. • bizhub PRESS C1100 • AccurioPress C3080 Konica Minolta’s goal at PRINTING • AccurioPress C14000 United was to make sure attendees COMMERCIAL: Commercial printing is mostly done by realized the opportunities in color for-profit PSPs and those who work with customers or production print, decorative print em- client designers to use digital files to create brochures, bellishment, and packaging. We, along cards, books, magazines, and advertising or marketing with other attendees, came away with materials. Digital commercial printers can be cut sheet, a clear view of Konica Minolta’s com- roll-fed or large format and use toner or inkjet printing mitment to technologies that address technology. Advanced finishing is used extensively in those areas and more. Dino Pagliarelli, creating the finished commercial print product. Some VP, Product Management and Planning, Konica Minolta printers designed for this are: told us, “Everything we are doing from • AccurioPress C14000 label, carton printing, embellishment, • WEBJet 200D Digital Inkjet Printing Press and wide format, we come to market • AccurioWide 200 with products that can do something • AccurioJet KM-1 unique or more.” INDUSTRIAL: Industrial printing is considered printing Konica Minolta is asking the channel to applied to manufactured goods or to make manufac- “Rethink Print” and is stepping up and tured goods. Industrial print applications include la- bels, packaging print, textiles, floor coverings, printed making investments to offer dealers electronics and even 3D print. Outside of 3D printing, new avenues of growth in the grow- the machines that print industrial print applications can ing production print market. With their be cut sheet, roll-fed, toner or inkjet-based. They are broad vision of the new opportunities specialized and, in some instances, print directly onto that exist for the imaging channel, the item being labeled. Finishing in this segment can be there’s no doubt they will continue to required to separate the label from the substrate, or to be an encouraging leader in the evolu- “cut out” the finished product from the substrate. Konica tion of the channel that extends the im- Minolta printers that are examples: aging business into new and different • AccurioLabel 230 environments, now and into the future. • Precision Label Series, PLS-475i • Precision Packaging Series PKG-675i • AccurioWide 200 • AccurioJet KM-1 PRODUCTION PRINT TARGET MARKETS AND TECHNOLOGIES SAMPLE APPLICATIONS

By understanding the market segment terms and the applicable technologies used in those areas, a dealer can more comfortably decide on how best to enter the production print markets.

PRODUCTION PRINT TECHNOLOGY TARGET MARKETS SAMPLE APPLICATIONS

• BOOKS & PAMPHLETS • CORPORATE REPROGRAPHICS DEPARTMENTS • MANUALS • IN-PLANT PRINTERS • DIRECT MAIL CUT SHEET TONER OR INKJET • FRANCHISE PRINTERS • REPORTS • DIRECT MAIL SPECIALISTS • FORMS • COMMERCIAL PRINTERS • BROCHURES • SELL SHEETS

• WINDOW AND WALL POSTERS • HORIZONTAL OR VERTICAL BANNERS • COMMERCIAL PRINTERS • STORE DISPLAYS • FRANCHISE PRINTERS LARGE FORMAT • TEXTILES • IN-PLANT PRINTERS • MAPS, DIAGRAMS AND CHARTS • CORPORATE REPROGRAPHICS DEPARTMENTS • EVENT ANNOUNCEMENTS • LARGE WALL CALENDARS

• TRANSACTIONAL PRINTERS • PUBLISHING • TRANSACTION (STATEMENTS, INVOICES) CONTINUOUS FEED INKJET • COMMERCIAL PRINTERS • DIRECT MAIL • DIRECT MAIL SPECIALISTS • BOOK PRINTING • LARGE IN-PLANT PRINTERS

• SPIRITS • FOOD • BEVERAGES • COMMERCIAL PRINTERS • COSMETICS LABELS AND PACKAGING • BRAND OWNERS • HOUSEHOLD GOODS • CONVERTERS • INDUSTRIAL • CRAFTS • LUXURY & CUSTOM BOXES • ANY VDP FOR CUSTOMIZATION

• CUSTOM INVITATIONS • CORPORATE REPROGRAPHICS DEPARTMENTS • MAILING PIECES • IN-PLANT PRINTERS • BRAILLE PADS PRINT EMBELLISHMENT • FRANCHISE PRINTERS • BUSINESS CARDS • DIRECT MAIL SPECIALISTS • LABELS • COMMERCIAL PRINTERS • PACKAGING • ARTISTIC PRINTS Today’s Most Affordable MPS, Document Management & Work Flow System ArcDrive is a connected appliance embedded with a proven solution stack of advance capture, intelligent workflow and managed print services tools.

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Contact your TonerCycle/InkCycle Sales Manager for a discussion on how the ArcDrive is helping progressive dealers gain traction with new accounts and increased retention and profitability with their existing base. TheArcDrive.com | [email protected] You Want to Sell Managed IT? There are some things you should know first

BY JOHN SCHWEIZER, CONTINUUM

OFFICE EQUIPMENT DEALERS of technology has flooded the of OED products and services, (OEDs) have long served a wide office equipment market, altering plus intense competition in the variety of businesses, provid- the way that businesses handle marketplace are also taking their ing the technology and services their day to day operations. Digital toll on OEDs’ revenues, making customers need to cut costs transformation is reducing paper growth complicated. Many OEDs and increase productivity. But as usage in core business pro- have addressed this problem by technology evolves, so will the cesses, creating a steady decline pivoting their business, adding environment that OEDs serve. In in print volumes. At the same elements like software, MPS and the last decade, a massive wave time, the hyper-commoditization production print to their portfolio.

December 2019 29 But I’ve got another suggestion: room in the marketplace for one- basis. MSP offerings also help managed IT. trick ponies. It is increasingly com- OEDs expand their customer base, mon to see customers who won’t both by adding new logos and by Why managed IT? work with vendors that don’t offer expanding in existing accounts. In There are plenty of good reasons managed IT services — especially fact, more than half of all managed for OEDs to consider the managed those that don’t offer cybersecurity services contracts are net-new cli- IT services business. For one, most solutions and services. So if you ents for OEDs, and those custom- of your customers are starting to can’t talk to them about managed ers usually fall outside of their ma- demand more managed IT and IT or how you can keep their sensi- chine-in-field customer base. And security services than traditional tive information safe, then it is go- given how complementary man- OEDs have to offer, which can ing to be hard to talk to them about aged IT services are to what many make them less relevant. As an buying a copier. Not only does this OEDs are already selling, plenty of adjacent space to the OED market, put a lot of OEDs’ current accounts cross-selling and upselling oppor- the managed IT services market in jeopardy of being lost, but it also tunities exist. It is possible to earn shares a similar model and a lot makes it very difficult for them to 30 cents in hardware sales for ev- of the same customers, making find new appointments. ery dollar in managed IT contracts,

It is increasingly common to see customers who won’t work with vendors that don’t offer managed IT services — especially those that don’t offer cybersecurity solutions and services.

managed IT an attractive market Managed IT is the logical next creating revenue that would never for future-thinking OED owners. step for many OEDs. The busi- have existed in the first place. But perhaps the most attractive ness model isn’t much different Adding managed IT to your port- element of adopting managed IT is from your existing one. Selling IT folio can also help with your exit the stickiness and growth potential equipment like PCs, servers, and strategy. It is similar to putting an that comes with it. network switches takes the place addition on your house before you Customers have become reliant of MFPs and other printer hard- put it on the market so you can on sophisticated software and ware, while project services and multiply your asking price. OEDs solutions that automate processes managed services are stand-ins for with managed IT services offerings and eliminate costs. At the same consumables and service contract typically fetch a higher price when time, they realize that they need revenues. Of course, the OED and it comes time to sell. And in some strong security solutions in order MSP model both have room for cases, OEMs, financial institutions to protect sensitive information. MPS programs. and other dealerships looking to However, they cannot or do not Beyond staying relevant to cus- grow by acquisition won’t consider want to support, manage and tomers, one of the most attractive looking at dealers that don’t offer secure a bunch of hardware and outcomes from starting a man- managed IT services. software. Who can blame them? aged IT services business is how The labor and infrastructure costs OEDs can create significant growth Getting your MSP business off are far too rich for their blood. As through a high-margin, recurring the ground a result, they lean on managed IT revenue model. While managed When you boil it down, there are providers to handle it for them. But IT providers don’t enjoy the same only three ways to start your own they don’t want to deal with 15 upfront revenue as OEDs, they end managed IT division: build it from vendors to handle all their IT, so up collecting a lot in the long haul. scratch, buy an existing company, most choose to work with a single Because of how sticky they are, or partner with an existing MSP. technology provider to meet their managed IT service providers tend While each of these approaches needs, which doesn’t leave a lot of to grow revenues on a quarterly come with their unique challenges,

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For more information about the Lexmark Business Solutions Dealer program, contact Phil Boatman @ 859-825-4188. © 2019 Lexmark. All rights reserved. Lexmark and the Lexmark logo are trademarks or registered trademarks of Lexmark International, Inc. in the United States and/or other countries. All other trademarks are the property of their respective owners. 19CH8670 there really is no wrong way to have a plan on how they want to portfolios. As newer technologies start your managed IT division. grow the business before they buy make print less relevant, OEDs So how you choose comes down it, or it could end up being a real will have to find new offerings to to what your core competencies challenge. replace lost revenues. And while are and how much of a risk you’re Whether you start from scratch selling software or production willing to take (and your ability or use M&A to enter the market, print or MPS can help make up to come up with the cash to get staffing is one of the biggest those lost revenues, those busi- started). problems that comes with get- nesses only represent a portion of Building a managed IT division ting your managed IT division off customer demand. With a man- from scratch is the most resource- the ground. IT professionals don’t aged IT business, you aren’t just intensive of the three options and grow on trees, and they definitely serving their document imaging the path least traveled. You’re don’t come cheap. CompTIA re- hardware, software, and associ- going to need a lot of money, ported nearly a million unfilled tech ated services; you’re handling the nerves of steel and the patience of jobs in the U.S. in the first half of entire thing. Beyond relevance, a saint to get the business going. 2019. Businesses — particularly managed IT services present There are people to hire, teams to those that launch their managed IT an excellent growth driver and

We’re approaching a point where OEDs cannot easily survive without expanding their existing portfolios.

build, a go-to-market strategy to services business from scratch — that can add incredible value to design, equipment to purchase, are also plagued by what’s called your customers and your own and all kinds of new infrastructure the staircase effect: as managed IT business. to maintain — and that’s on top of service providers win more busi- Because of the overlaps be- running the rest of your business. ness, the cost of hiring more IT tween the OED and managed IT Those who start from scratch tend staff and buying more equipment services businesses, it may seem to suffer the most when it comes to scale the business takes its toll easy to get the managed IT portion to building a staff and take the on margins. off the ground. There are, however, longest to achieve an ROI. Launching your managed IT a number of obstacles and pitfalls Most OEDs that enter the man- services business through a that must be navigated. It can aged IT marketplace do so through partnership is the path of least be an expensive endeavor with a an acquisition. Obviously, buy- resistance. Cost and knowledge long learning curve and an even ing companies isn’t cheap. OEDs barriers are much less prohibitive, longer path to profitability — but should be wary about taking on and profitability can be achieved that doesn’t mean it’s an impos- too much debt, and make sure it’s in a much shorter period of time. sible journey. With enough due structured in a manageable form. A partner can handle most of the diligence, a lot of research and the Even with a fast start, there are no heavy lifting, providing all the willingness to seek aid from any fast returns. Like building a busi- infrastructure, software platforms, number of resources, OEDs can ness from scratch, buying into the skilled labor, education and em- find success in the managed IT industry comes with a long path to ployee training that make up a lot services arena. profitability. OEDs that want to buy of the cost for getting a managed their way into the market have to IT business off the ground, so realize that they are not acquiring a OEDs can focus on what they do contributor turnkey operation — just because the best: selling. John Schweizer the business already exists doesn’t We’re approaching a point Continuum mean you don’t need to know how where OEDs cannot easily survive https://www.continuum.net/ to grow it. Those who buy must without expanding their existing

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BY NOELLE KULL FOR THE IMAGING CHANNEL

THE RECENT SWATH of only fueled analyst conjecture faring today and what does the sector acquisitions ranging surrounding a Xerox/HP acquisi- future hold? Key channel players from HP’s purchase of digital tion, and substantial uncertainty around the world from the OEM, imaging corporation Apogee to for those within the imaging remanufacturing, and service IBM’s purchase of open source industry. segments share their thoughts software provider and cloud As everyone from resellers to on today’s market environment, platform gateway Red Hat has manufacturers stare down the the most striking changes of many in the channel waiting with edict to adapt or find themselves late, how the channel is adapt- bated breath for the other shoe obsolete in the face of mounting ing, and what makes for a happy to drop. This environment has competition, how are we really ending tomorrow.

34 www.theimagingchannel.com David Brown. “Anecdotally, we (Cerkleski, notably, is part of the can all see slow and steady executive leadership team of page volume erosion.” Citing the Clover Imaging Group that recently companion impact of that erosion acquired Clover’s imaging busi- on the channel, fueled by chang- ness from 4L Holdings.) ing consumer printing behavior Mike Betsko, Director of that has left everyone scrambling Solutions, Sales & Marketing at for a shrinking piece of the pie, Canon U.S.A. Inc., adds, “I would he adds, “Likely stemming from say the industry is exciting, chal- a combination of both digital lenging and fun to work in today. transformation and technology In my opinion, it’s strong and evolution, we’re all seeing a lot of continuing to evolve as technology consolidation on the vendor and evolves, communication methods OEM side, from the mom-and- evolve, and information regula- pop shops to the big players. tions evolve. The shift to the cloud And despite the fact everyone is upon us. That is what is so saw it coming over the past sev- exciting about being in our indus- eral years — as page erosion has try. Every day is different, every been more gradual than dras- customer is different, and every tic — everyone is still patiently day brings new opportunities to pondering what might happen, help solve a customer’s business waiting to see how it plays out.” challenges using the hardware, Offering perspective from the software, and services we offer — other side of the pond, Brother not only to solve the immediate Nordics Imaging and Printing problems, but to help them grow Solution Specialist Jesper Olsson and expand.” sees a clear change in the sec- tor. “From my perspective in the Constant change Sweden market – a region well With breakneck digital conver- known for early adoption of new sion and the substantial impact technologies, print volume decline it has had on traditional business is now quite obvious.” Qualifying models, what’s constant is that the those decline levels as highly sector has been anything but dull dependent on vertical markets, he in recent years. adds, “Some segments have sig- “While the same customer base The state of the channel nificant declines, while others take remains, the purchasing model From service providers focused a bit longer. For example, the public has completely transformed from on bundled customer solutions to sector is slower to change than oth- transactional to contractual,” segment agnostic remanufacturers ers. If pressed for a prediction, how- reports Cerkleski. “Speaking to the concerned with delivering sustain- ever, I would say those decreases toner and inkjet product market able peripheral products, how will continue and will eventually hit specifically, the changes we’ve does one characterize the state of most verticals and regions.” seen through our dealer customers the channel today? Surveying a For his part, Clover Imaging has happened at lightning speed, cross section of those with a clear Group Chairman Jim Cerkleski and been driven by OEMs and view to the front line reveals a wide says, “If nothing else, it has holisti- the managed print model.” As a variety of highly nuanced perspec- cally been dynamic.” Bullish about remanufacturer with a truly holistic tives – with all in agreement that it the remanufacturing space, he view of the larger marketplace, the has been anything but static. reports minimal changes in op- changes he sees span contract “The imaging industry today is portunities and business, despite manufacturers to dealers, with an scrambled in an exciting sort of the well-documented competition integrated offering across virtu- way,” says ECI Software Solutions today among manufacturers gun- ally every aspect of print, from Strategic Partnerships Manager ning for the same printed pages. scanning systems and A4 and A3

December 2019 35 devices to network management this shift also comes a significant customer-centric solutions.” and data storage in the cloud. level of industry interdependence, Championing the strategic value Adding that the most tech savvy as creating more efficient pro- of deploying IT service provider firms have an advantage in today’s cesses that meet customer needs inspired models featuring flat rate, environment, he says, “There’s no requires close collaboration with seat-based pricing as an alterna- question new opportunities exist the entire channel, from software tive over traditional managed print for everyone in the channel today, vendors to OEMs, supply vendors consumption-based programs, he but the truth is, if you’re the head of wholesalers and finance compa- cautions non-believers, “Channel IT for a large corporation your chief nies. It’s a good thing we’re all players that are slow to respond concern right now is security. Any willing to do that in the environment will surely find another industry like company with more than 50 em- we live in today.” IT services moving in to disrupt ployees has sophisticated networks Betsko notes, “Our industry has their business by providing com- that run not only shared company moved far past the device be- pletely different customer-centric printers, but everything from private ing seen as just a piece of office solutions. A segment like IT has data networks to the HVAC system. equipment, and more toward it as a little to lose by tapping this market Based on this, providers that have core part of an organization’s busi- while enjoying the benefit of incre- evolved their offering to include ness platforms where information mental revenue it offers.” comprehensive IT services are securely connects with other lines For Cerkleski, the single biggest much better equipped than smaller of business applications, process game-changing move in the chan- players without a comprehensive automation, approval processes nel has been the rate of competi- understanding of the IT side of and more. Having an MFP with tive price dropping. “OEMs are be- prospective customers’ businesses built-in security and governance ing notably aggressive to compete to earn the trust needed to touch features is necessary; however, the on price per page,” he says. Citing company networks and win new MFP alone will not solve all of our recent price reductions as great clients. The providers selected by customers’ business needs. This is as 50% lower per-page than they customers are no longer selling why additional advanced authenti- used to be, he credits the number printers and toner cartridges alone cation methods, advanced capture of manufacturers competing for – but an entire technology service solutions, information management shrinking customer print volumes. offering.” workflow and business analytics “In the past, even companies with “From where I stand, the most solutions are paramount to how color printers would set their de- striking change has been the organizations protect their informa- vices to a mono setting in order to perspective shift,” reports Brown. tion in 2020 and beyond.” save money,” he says. “A signifi- “The commoditization of pages has cant proof point of device manu- led to a substantial shift in mindset Strategic adaptation facturer competition for the printed toward value-added services and So how are companies and cus- page today lies in the fact mono solutions. As everyone competes tomers adapting to these changes printed pages have come down on price, differentiation comes with of late, and how might they re- between 4% and 5% based on the wrapping services around tradition- spond going forward? Our experts new widespread affordability of al hardware and software through weigh in with their predictions color. The change is striking. What technology integration rather than based on the key trends they’ve used to be 10 cents per color page micro processes.” witnessed firsthand. in the recent past is now commonly Citing software-enabled solutions For his part, Olsson predicts under five — which is of course that eliminate manual staff interven- imminent changes on the horizon, exciting for us as a remanufacturer, tion managing every kind of pro- spanning new customer segment with clear opportunities to sell four cess from inventory management targeting and customer-centric so- cartridges instead of one. and billing data collection to secure lutions. “I believe we will definitely According to Brown, smart release printing, and the remote see a change, but the big question solutions that link data sources management of entire device fleets, is who will be driving that change. to elevate and streamline imaging he is pleased to report, “The final The market is to some extent wide functions lead the pack in strategic frontier is full management, which open for disruption, and provid- adaptation within the sector. “In line we’re much closer to than we were ers can either hold on to the old with today’s personal technology just three or four years ago. With model or transform to entirely new user experience, the expectation bar

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Request your custom catalog today: www.inkcycle.com 1.877.894.8387 has been clearly raised for a more information business,” says Olsson. differently. They still collect data, robust user imaging experience,” “Even though the primary media leveraging cloud-based software he notes. “As consumer technology for customer information is now to store it as they get rid of their file becomes an increasingly pervasive digital, increasingly affecting the role cabinets in increasingly paperless element of every user experience, of paper media in the world, paper environments. That said, in every you’re seeing multifunction devices still has place as a vital intermedi- office environment when those with 12 embedded software applica- ate format that won’t go away in my cloud-stored documents are needed, tions being sold as opposed to 1,000 lifetime. There is still a lot of busi- they’re printed, and will likely con- copiers to meet customer needs.” ness to be done – just with a smaller tinued to be printed for review and For his part, Betsko sees in- piece of the pie. I believe that even if destroyed up to four times in the creased focus on security and the the document business undergoes next three years. The printing will shifting to cloud adoption. “For substantial disruption and trans- always remain.” security, the change isn’t on the side formation, our primary challenge of “There will forever and always be of how we approach securing our finding and delivering more efficient an impetus to improve the customer

“Even though the primary media for customer information is now digital, increasingly affecting the role of paper media in the world, paper still has place as a vital intermediate format.”

technology. This has been a part of approaches to customer core busi- experience,” adds Brown. “As an our DNA from the beginning.” The ness processes remains. In that vein, industry, we can default and change, he says, has really come transparent movement of documents say that the best solution is a from the place security has in the between digital and physical media cheaper solution, but the reality conversation, going from often no is a core capability with no shortage is that the best experience may more than a checkbox at the end to of opportunity for us. not always be the lowest cost.” something that frequently leads the Betsko says, “This is very much He explains, “Price is a nebulous discussion. As far as cloud adoption, a people-driven business, and the thing. Take, for example, the cost he says, “With the advancements relationships, consultative approach of a standalone print device. in SaaS solutions and the security and the service and support are not While it may be less expensive and governance controls they must going anywhere. The technology than a total service package that abide by, organizations are seeing will always continue evolving to keep includes companion supplies, the benefits of moving their on- up with market requirements and maintenance and repair for break- premise server-based solutions to whatever the next new thing is, but it downs, the addition of RFID read- the cloud, not only for the security invariably needs that proximal pres- ers for limited personnel printing, aspects but to also reduce adminis- ence of highly skilled people backed software-enabled automated trative costs. I have seen an increase by a strong technology and vendor inventory and purchase order in customer requests to move their support.” He adds, “I think you’ll see functionality – the time spent purchased on-premise solutions to a continuation of the security and manually managing all these the same solutions-hosted option.” cloud shift both from the standpoint companion services represents of what the technology can do and substantial costs to the user that Here to stay what services the channel offers.” can typically translate to a 30% In this arena of seemingly perpetual Cerkleski agrees that printing will customer cost savings when al- evolution, what mainstay channel te- remain a constant. “It’s in no way ternatively rolled into a device. As nets promise to remain unchanged? dead — just different,” he says. “I the customer experience goes – Several, say our frontline experts. would venture to say there’s prob- comprehensive package solutions “Beyond the paper it’s often ably even more copy paper being are a solid example of elevating printed on, we are really in the sold today; people are just printing the customer experience.

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©2019 Toshiba America Business Solutions, Inc. Electronic Imaging Division. All rights reserved. Outlook for the future easy, the entire marketplace should Betsko. “Device attachments ratios In the absence of a crystal ball welcome it in this case, as it will to customer LOB applications con- foretelling the channel’s definitive make the entire industry financially tinue to grow every year, illustrating future, those with a clear view of the stronger.” just how important these integrations channel remain optimistic. “I’m not Nostradamus, and don’t to MFP’s are. I think the channel will “The future is bright,” says own a Magic 8 Ball, but I’m willing begin to drive a device-as-a-service Cerkleski. “In an increasingly crowd- to bet that digital transformation will approach, with some already having ed space with everyone targeting the continue one business process at started, introducing a subscription same business, there’s no question a time,” says Brown. “Dealers that model for office equipment with their there will be a considerable volume used to sell copiers alone are in a solutions.” of consolidation on the horizon. great position to expand their offering For his part, Olsson also sees clear No different than the automotive, to include additional layers of tech- light at the end of the imaging tunnel. pharma or biotech industries that nology and software from Microsoft “While it may come off as a cliché, I have undergone the very same level Office 365 to VoIP. Not everyone will believe change is good. If there was of consolidation in the past, change rise to the challenge, but with a little no change, there would be no oppor- is a natural part of every industry’s ingenuity there could be a place for tunity. By identifying true customer lifecycle.” He believes both the nearly everyone. With every transfor- infrastructure and service needs, consolidation of large OEMs com- mation there are opportunities, and and reimagining the way we deliver peting for customer pages and the this industry is no exception.” solutions that are customer- instead effective defense of their IP against “My outlook for the industry is of product-focused, I definitely see a new mold competitor technologies unquestionably optimistic, with the happy ending.” will ultimately help a smaller number expanding requirement of security Despite marked levels of uncer- of key players emerge victorious as and cloud adoption, and the new op- tainty throughout the channel, one tomorrow’s core equipment provid- portunities that growing trend is cre- thing remains certain: These are ers. He adds, “While change is rarely ating for new revenue streams,” says exciting times indeed for imaging.

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WWW.YOURMPSA.ORG Digital Office 2030: Cloud Plus Edge is a Must BY NIKOLAY VELINSKI, Y SOFT

WITH 2020 UPON us, predic- Analysts foresee the death of the corporation-as-workplace de- tors of the future have moved physical office and the rise of a clines. That’s Office 2030 in a the future a decade further out. more dispersed and independent nutshell. The next question is, What will the world look like in workforce. “Office” is defined by how will you be best provisioned 2030? More to the point, what connectivity, office hours by the to succeed? will the business office look like? deadlines clients and custom- Where will it be and who will ers impose. “Business” becomes Print infrastructure moves to use it? All the best predictors one or more persons delivering the cloud agree tomorrow’s digital office services to one or more clients. Analyst firm IDC reports that will differ greatly from today’s. Small business rises while the 80% of businesses’ compute

December 2019 43 infrastructure will be deployed (IoT), of course. It’s why and classification of data types and in the cloud by 2021. Further, how those devices we increas- tailoring the ways the product IDC predicts that most compa- ingly can’t live without operate. dealt with them. It also led to nies, large and small, will provi- It’s the best way we have going the development of a lightweight sion their digital infrastructure in forward to increase the efficiency server appliance to live at the multi-cloud environments. That’s and security of our decentralized network’s edge — allowing ser- the where of the foreseeable business landscape. It saves time vices to continue in the case of future. How about the what? and reduces the possibility of internet outages, but also com- Infrastructure demand is data theft or loss. It is also a way puted locally and sharing only expected to continue to shift of helping to decrease increas- metadata to the cloud. from hardware-centric systems ingly stodgy internet traffic — a It forced a disciplined under- to complete workload-enabling business decision that’s akin to standing of what each compo- solutions — the key word here choosing to take the train or car- nent of the product does, what is solution. SMBs will prosper pool to work in order to reduce it needs to be effective, to be by purchasing key business carbon emissions while having reliable, to be available and to systems as a service. And XaaS some productive or relaxing time be secure. In other words, those (that stands for “anything as a on your commute. customer questions were a gift

Doing it on the edge is a keystone of the Internet of Things (IoT), of course. It’s why and how those devices we increasingly can’t live without operate.

service”) is always cloud-based. Learn to love the edge that gave us pause about the It’s a brilliantly sensible idea that If you provide services to small or future of our product — what it comes with a built-in downside. large businesses, you are likely should and could do in times to The more popular cloud-based experiencing customers asking come. services get, the heavier inter- about the possibility of receiving net traffic to and from the cloud your services without requiring a Solutions-as-a-Service becomes. As it is in our cars, so lot of expensive on-premise serv- changes everything it is with our digital highways — ers, not only in the headquarters Tech pundits are telling us that too much traffic is slow traffic but also in branch offices. edge computing is the answer with too many accidents. When it happened to us, it to many, if not most, of today’s made us consider a number of pressing business process ques- Welcome to the edge questions: What computational tions. For the foreseeable future, The word “edge” conveys the tasks needed to happen at the solution providers should be value of the concept: at its heart, individual equipment installation? asking themselves, “Am I posi- it’s a matter of practicality. Do What data could be separated tioned for the cloud + edge wave your computation where your and treated as archival rather or am I dependent on on-premise data is generated and where your than operational? What system servers? What business-critical equipment lives. Don’t make it data needed to be collected and processes do my customers take that long, sometimes slow, considered to assure maximum need that can be done locally? sometimes dangerous internet system availability and perfor- How does the move to the cloud journey to your data center and mance? Where should and could + edge impact my business back again before it has opera- individual classes of data be model? What’s in it for me?” tional impact. used, and where and how might The lure of cloud-based ser- Doing it on the edge is a key- they be stored? vices for customers cannot be stone of the Internet of Things These questions led to the ignored. The cost savings are

44 www.theimagingchannel.com

just too considerable, whether it and friendly subscription pricing, person to sell cloud-based print is office tools like Microsoft 365 it is an attractive solution for a infrastructure and print manage- and financial software to large broader market. ment. All your customers need to ERP or content management Traditional print management know is that it is possible to do systems. Customers are mov- solutions may be too complex cloud-based printing without a ing to the cloud and they ex- for some dealers, as they involve VPN. An edge device is on-prem- pect, and in many cases, prefer an investment in learning how to ise, and like an internet router, it to run their business from the sell, design and deploy. Cloud- sits in the background doing its cloud. So, shouldn’t their print based print management solu- thing quietly and inconspicuous- infrastructure be cloud-based tions eliminate that hurdle; they ly. If your customer is concerned too? The most recent Quocirca can be hosted and supported by about cloud security and data Print 2025 study indicates that the print management software privacy, they can rest assured customers do not expect to provider, leaving it to the dealer that all job processing is done purchase print systems from to simply sell the benefits, or locally and document data never traditional print vendors in the work with a value-added distrib- travels to the cloud. Only the future. Instead, they are looking utor. With cloud-based solution metadata related to the docu- to vendors who provide cloud- portals, dealers have one online ment travels to the cloud and

Customers are moving to the cloud and they expect, and in many cases, prefer to run their business from the cloud. So, shouldn’t their print infrastructure be cloud-based too?

based IT solutions in general and resource to manage all their cus- they get all the security benefits print is just one of those IT solu- tomers. When customers want to of print management like secure tions. Our industry is not seen as add new or replace printers, it is device access and pull-printing being up to date regarding cloud easy to do so. Deployment time for example. solutions, but the good news is reduced dramatically, leaving The print industry continues is that is changing. But it also more time to focus on gaining to be a challenging and reward- requires a change in how you do new customers. ing place. Most of us wouldn’t business. Spoiler alert – there is Larger enterprise customers have it any other way. It does good news there too. may already be using on-premise require taking on challenges, You already have a customer infrastructure and print manage- reading the market correctly to base to work with, and if your ment. They too are looking to make the right bets and listening customers are not already ask- gain from cloud-based services. to customers. Today, that could ing for cloud solutions from you, Whereas small businesses may mean adopting cloud+edge print they may be asking for it from benefit from a multi-tenant cloud infrastructure and print manage- somebody else. For customers service, a larger enterprise may ment solutions. that felt print management solu- want their own, single-tenant In 2030, well — who knows? tions were out of reach as too service. From the dealer’s per- costly or too difficult to manage, spective it doesn’t matter; the cloud-based print infrastructure print infrastructure and print contributor changes things, allowing you management solution provider to offer both print infrastructure they partner with handles it all. Nikolay Velinski and a print management solution For dealers who typically limit Y Soft North/Latin America all in one. As cloud-based print services to SMB, the potential https://ysoft.com infrastructure and print manage- market just got larger. ment comes as with lower costs You don’t need to be an IT

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