August 2010 Issue pdf - ENX Magazine

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August 2010 Issue pdf - ENX Magazine

The #1 Sourcing Publication in the Document Imaging Industryenterprise sourcing expertPublished by Affinity Business Communications, Inc.August 2010 Volume 17 No.8Security PanicA National News Report Ramps Up Interest in MFP SecurityBusiness ProfileCompany On The MoveAutomation, Inc.$alary $urveyENX MagazinePO Box 2240 Suite 729Toluca Lake, CA 91610-0240 USAtel: 818-505-0022 • 800-850-4949fax: 818-505-9972 • 888-440-4369email: enx@pacbell.netwebsite: www.enxmag.comPRSRT STDU.S. POSTAGEPAIDLOS ANGELES, CAPERMIT NO.30391We would like to Thank those of you who havesent us address change information.HELP US CONSERVE NATURAL RESOURCESTo correct or delete your address from oursubscription list please call, fax or email us.


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Building yourMPS program?Leave it to us!If you want to succeed in MPS, you need a reliableand responsive cartridge supplier. ACM providesyou with the most comprehensive cartridge offeringin the industry to support your MPS program.• 4 National distribution centers• Broadest selection in the industry• Free marketing tools & collateral• 1 to 3-Day shipping to 95% of the U.S.• Highest quality products, competitive pricingCall us today at 800-722-7745 to receiveour NEW Premium Toner & InkjetCartridges Reseller’s Handbook!Over 90+ New SKUs! • New Premium Inkjet Cartridges Launched!Special online only offer for even greater savings!CORONA, CA. (Headquarters) AURORA, IL. SOUTH HADLEY, MA. HOUSTON, TX.Tel: (800) 722-7745 Tel: (800) 782-7554 Tel: (800) 345-6398 Tel: (800) 468-6001ACM Technologies, Inc. • 2535 Research Drive, Corona, CA 92882 • www.acmtech.com • askacm@acmtech.com • © 2010 ACM Technologies, Inc. • ENX0810


. S.. AThe MSE AdvantageMSE‘s latest patent pendingtechnology has revolutionized colorcartridge quality and reliability!With more than 13 awarded patentsand 20 patented technologies,MSE cartridges are IntelligentlyRe-engineered TM to be superior.If you sell OEM color, it’s time tot ake a look at MSE.13 patented technologiesISO 19798 certified yieldIndustry’s highest qualityEngineered for OEM conversionsNever ending pursuit of perfectionToll-free: 800.673.4968800.418.4968 (US-East Coast) | 888.561.4541 (Canada) | +31.36.522.2601 (Europe)Corporate Headquarters 8201 Woodley Ave. Van Nuys, CA 91406R E S P O N S I B L EI R O N M E N T A L LYE N VQ U AL ITYM A DEI NT H EU© Copyright 2010 Micro Solutions Enterprises. All rights reserved. All trademarks referenced are registered trademarks of their respective owners. All model designations are for compatibility purposes only.


Expect More OPPORTUNITYIntroducing the Master Distributor Programfrom OKI Printing SolutionsDedicated resources to proactively handle your unique needs.The Authorized Master Distributor Program from OKI Printing Solutions gives you accessto our full portfolio of award-winning products and end-to-end-solutions. Our MasterDistributors are experienced in servicing your unique needs, and provide you with: Competitive pricing Simple order processing Free hotline support Purchasing and financing alternatives Warehousing and inventory storage Faster delivery times No minimum quotas Service and warranty supportNationwide Sales:1.800.729.8320Fax: 1.800.829.0292www.nuworldinc.comNationwide Sales:1.800.521.4600Fax: 1.800.356.9169www.cwholesale.comColor MFPsColor Printers Mono MFPs Mono Printers Dot Matrix Printers Label Printers POS Printers© 2010 Oki Data Americas, Inc. OKI, Reg. T.M., Oki Electric Industry Co., Ltd.


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COPIER TONER • CARRIERS • BULK • CHIPS • DRUMS • COMPATIBLESKYOCERA ® MITATK 112, 110, FS 720, 820TK 122, 120, FS 1030TK 212, 210, FS-2000TK 330, 332, FS-4000TK 360, FS 4020TK 410, 411, KM 1620, 2020TK 670, 677, KM-2540,2560,3040,3060TK 710, 712, FS-9530, 9130MINOLTA ®Bizhub C-250, 252Bizhub C-300, 350Bizhub C-500RICOH ®Aficio MP C 2000, 2500, 3000Aficio MP C 3500, 4500Aficio SP C 220, 221, 222Aficio SP C 231Aficio SP C 310, 311Aficio SP C 810, 811CANON ®Imagerunner C 3100 3170Imagerunner C 3200, 3220Imagerunner C 3380, 2880, 2550, 3480Imagerunner C 4580, 4080Imagerunner C 5180, 5185Imagerunner 5055XEROX ®DocuColor C 12, 1256, 50DocuColor C 3535, 2240, 1632Phaser 4150Phaser 6180, 6280Phaser 7760WorkCentre M 118, 128WorkCentre Pro C 32, 40SHARP ®AR C 200, 220, 240AR C 150, 160, 250, 270, 330AR 455NOTE: Consult with us for other models.NOW AVAILABLE!West Coast (424) 675-3300East Coast (631) 590-1040sales@uninetimaging.comwww.uninetimaging.com© 2010 UniNet Imaging Inc. All trademark names and artworks are property of their respective owners. Brand names mentioned are intended to show compatibility enx magazine only.


IN THIS ISSUE We Saw It In ENX Magazine AUGUST 2010ENX StaffIN THIS ISSUE• Business Profile: Page 26IKOP Automation• Company On The Move Page 42BEI Pros’ PROS Elite 100Contributing WritersSusan NeimesPublisher & EditorRonelle IngramContributing EditorJulia GonzalesGraphic DesignerNella GonzalesAdvertising Sales• Security Panic: A National News Report Ramps Up Interestin MFP Securityby Scott Cullen Page 20• MPS Software Tools - Importance to the Dealer Channelby Ed Crowley Page 30• How Important Is Effective Parts Inventory Management?by Mike Woodard Page 32• Reducing Sales Rep Turnoverby Fred Berger Page 35• What You See Is What You Get...Sometimes...If You’re Luckyby Ted Needleman Page 40• How To Recognize Buying Signalsby Ann Barr Page 48• Please Help!by Ronelle Ingram Page 50• 2010 Service Manager Salary Surveyby Copier Career Page 52• The New Xerox Models Follow Their Predecessors Closelyby Britt Horvat Page 66• Printer Tech Tips by Laser Pros Page 68• Free Tech Help by Smarka! Page 70• Products & Industry News Page 56• Display Advertisers Index Page 58• Calendar of Industry Events Page 62Ann BarrSelling Supplies.comScott CullenContributing EditorFred BergerDTSCEd CrowleyPhotizo GroupBritt HorvatThe Parts DropENX MagazineENX Mexico & Latin AmericaPO Box 2240 Suite #729Toluca Lake, CA 91610-0240(tel] 818-505-0022 • 800-850-4949(fax) 818-505-9972 • 888-440-4369email: enx@pacbell.netwww.enxmag.comMike WoodardStrategy DevelopmentTed NeedlemanIndustry Analysts10enx magazine


Discover The DifferenceCall 1-866-866-MARS (6277)Premier Wholesaler ofPre-Owned CopiersOver 5000 copiers located in a state-of-the-art warehouseInventory includes all major brandsAll copiers tested by techniciansSpecializing in Dealer salesLow meter and recent model copiersEmail: sales@marsintl.comWebsite: www.marsintl.comFax 973-777-5889Website: www.ross-international.comEmail: purchase@ross-international.comAddress: 125 Entin Road Clifton, NJ 07014WE ARE CURRENTLY BUYING...Canon6035


We are ready to ship Coast to CoastCopier Network Stimulus ProgramIn these tough economic times, our pricing & inventory willnot be beat. We have the newest repo’s as well as containersready to ship. Two full warehouses of the best domestic & exportequipment. Our knowledgeable sales staff & technicians haveyears of experience. We can ship coast to coast or internationallyat the best price.• ALL NEW BUYERS 10% SHIPPING DISCOUNT• Competitive Pricing• Online Inventory Updated Daily• Presses, Folders, Cutters, Large Format Equipment• Hablamos Espanol• Falamos PortuguesKonica Minolta BizHub C652, A0P0011000835, RADF,(FS526)Fin,Print,Scan,Fax Total: 55,278 Color: 11,615 - $11,999Xerox WorkCentre 7345, FKA640614, RADF,Duplex, Fax, Print, Scan Total: 93,393Color: 1,748 - $2,999August Specials Starting At!Canon IRc2550’s................................... $2,299Canon IRc4080's................................... $1.099Konica Minolta C253's....................... $1,799Konica Minolta C550's....................... $4,499Kyocera Mita Taskalfa 250ci's.......... $2,499Ricoh MPC3300's................................. $2,899Ricoh MPC6000's................................. $5,999Ricoh MP3350's.................................... $1,699Ricoh MP7000/8000's......................... $3,499Check Our WebsiteFor Current Inventory!Phone: 510-746-2080Fax: 510-601-9052sales@copiernetwork.comKevin Fallehyfor Domestic at510-746-2088Call Rick Cisnerosfor Export at510-746-20851937 Davis St.San Leandro, CA. 9457712 enx magazine


UB - 2315CUB - 5315UB - 5338CUB - 5838CUB - 5815UB - 7325UB - 8325UB - T761UB - T780 BPUB - T781UB - T880 NEW!PanafaxesUF - 4000UF - 6950UF - 6200UF - 7200UF - 8200DX - 800All-in-One ModelsDP - 190DP - 8016PDP - 8020EDP - 8025DP - 8032DP - 8035DP - 8060DP - C213DP - C266DP - C406DP - MB350DP - MC210PDP - MC210DDP - MC210S1Parrot Perks for our PartnersAuthorized Panasonic Dealer800.451.3336SPECIAL DEALSON ALL EQUIPMENTGOING ON NOW!Monthly InstantRebate IncentivesBecome an Authorized PanasonicDealer and $AVE BIG!All-In-One ModelsMX - M200DMX - M260NEW!UB-T880PANABOARD$200 INSTANTREBATEIn stock and ready to ship!Panasonic…the #1 worldwide manufacturerof electronic whiteboardsINSTANT REBATE!receive $200 Instant Rebate on each.*Ideal for education market*Offer ends 9/30/10*Offer ends 9/30/10JOINCLUB PARROT!Free to our PartnersMonochrome &Color Laser PrintersWHY STOCK ITWHEN WE DO IT FOR YOU!Free CustomizedMarketing Materialsfor Your Business!PARROTPARROTCLUB Authorized Panasonic National Wholesale Distributor of Office Equipment & Supplies Electronic Whiteboards Printers Copiers Faxes Supplies Parts Scanners Projectorsenx magazine13


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urce for all of Your Copier, MFP, Fax, Scanner and Printer Needs!AUTHORIZED DISTRIBUTORHORIZED DISTRIBUTORCS-300iCS-2560CS-306030ppm Digital Duplex, Copier,Network Print/Color Scan25ppm Digital Duplex, Copier,Network Print/Color Scan30ppm Digital Duplex, Copier,Network Print/Color ScanCS-300i$3258w/ FREEDP-670BCS-2560$2488w/ FREEDP-670CS-3060$3099w/ FREEDP-670Pkg 1CS-300i + DP670B + StandToner.....................................$3448Pkg 2CS-300i + DP670B + Fax(S)B+ Stand + Toner...................$4168Pkg 3CS-300i + DP670B + Fax(S)B+ DF-670B + Stand + Toner...$4648• 30cpm/ppm Copy,Print• Dual 500-Sht Drawers• 200-Sht Bypass Tray• Opt 75-Sht RADF• 2GB + 160GB HDD• Network Print/Color Scan• Opt. Fax/Internet FaxNetwork Fax/PC FaxPkg 1CS-2560 + DP670 + Stand +Toner.....................................$2688Pkg 2CS-2560 + DP670 + Fax(M)+ Stand + Toner...................$3388Pkg 3CS-2560 + DP670 + Fax(M)+ DF-670 + Stand + Toner......$3988• 25cpm/ppm@600x600dpi• Duplex/Network Print• Color Scanning• Opt 70-Sht RADF• Dual 500-Sht Drawers• 200-Sht MPT• Standard 512MB RAM• Opt Fax/Network Fax,i-FaxPkg 1CS-3060 + DP670 + Stand +Toner.....................................$3228Pkg 2CS-3060 + DP670 + Fax(M)+ Stand + Toner...................$3898Pkg 3CS-3060 + DP670 + Fax(M)+ DF-670 + Stand + Toner......$4488• 30cpm/ppm Copy,Print• Network Print/Clr Scan• Opt 70-Sheet RADF• Dual 500-Sht Drawers• 200-Sheet Bypass Tray• 512MB + 80GB HDD• PCL 5e/6, (PostScript 3)• Opt. Fax/InternetFax/Network Fax/PC FaxSpecial Promo PricingFS-1028MFP......................$ 489FS-1028MFP/DP...............$ 589FS-1128MFP.....................$ 659FS-1128MFP Turbo.........$ 759CS-180...........................CallCS-181 + DP-420.............$ 939CS-220............................$ 629CS-221 + DP-420.........$1109FS-1016MFP....................$ 299Valid While Supplies LastFS-C1020MFP............$ 539FS-3040MFP..............$1335FS-3140MFP...............$1499FS-1100.......................$ 169FS-1120D....................$ 179FS-1300D....................$ 199FS-1320D....................$ 269FS-1370DN..................$ 299FS-C5100DN...............$ 449Be Confident with Copystar and startearning your HDTV today!Buy 25 UnitsEarn a 40” HDTVBuy 18 UnitsEarn a 32” HDTVBuy 12 UnitsEarn a 19” HDTVFor Details: //copystar.kmaperformance.comQualifying Copystar Equipment:One full unit value:CS 180, CS 181, CS 220, CS 221,CS-2560, CS 300i, FS-3040MFP,FS-3140MFPHalf unit value:FS-1016MFP, FS-C1020MFP,FS-1028MFP, FS-1028MFP/DP,FS-1128MFP, FS-C5100DNAuthorized Copystar and Kyocera Mita Dealersare not eligible for this promotionAugust 2010HA072010CPY13850-B Cerritos Corporate Drive, Cerritos, CA 90703 e-mail: sales@nuworldinc.comPrice and availability subject to change without notice. Nuworld is not responsible for typographical errors orinaccurate specifications. Registered trademarks are properties of their respective owners.enx magazine15


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Order Online!Nuworldinc.comThe Prime Source For All YourCopier • MFP • Fax • Scanner • Printer Needs!Mail-in Rebates And Instant Rebates Valid July 1, Thru December 31, 2010IPF510Auto CAD Inkjet PrinterIPF610Auto CAD Inkjet Printer w/PosterArtist LiteIPF650Auto CAD Inkjet PrinterIPF655Auto CAD Inkjet Printer$100InstantRebate$398InstantRebate$360InstantRebate$400InstantRebateIPF710Auto CAD Inkjet PrinterIPF750Auto CAD Inkjet PrinterIPF755Auto CAD Inkjet PrinterIPF810Auto CAD Inkjet Printer$630InstantRebate$630InstantRebate$700InstantRebate$950InstantRebateIPF820Auto CAD Inkjet PrinterIPF5100Graphic Arts Printer$200Mail-inRebateIPF6000SGraphic Arts PrinterIPF6100Graphic Arts Printer$400Mail-inRebate$1200InstantRebate$326InstantRebate$530InstantRebate$450InstantRebateIPF8000SGraphic Arts PrinterIPF8300Graphic Arts Printer$1000Mail-inRebateIPF9000SGraphic Arts PrinterIPF9100Graphic Arts Printer$1800Mail-inRebate$935InstantRebate$935InstantRebate$2500InstantRebate$2500InstantRebateThe Largest Selection Competitive Pricing Same Day Shipping Technical Support Parts & Supplies Online AccessTEL: 800.729.8320 FAX: 800.829.029213850-B Cerritos Corporate Dr. Cerritos, CA 90703-2467 Web: www.nuworldinc.com e-mail:info@nuworldinc.comCAN070710LFPPrice and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.If you no longer wish to receive these communications, please contact us at the phone number above.07.08.1018 enx magazine


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STATE OF BUSINESS We Saw It In ENX Magazine AUGUST 2010Put More Greenin Your Bottom LineÑÑMaximize margins and hardware pull-throughGenerate professional services and recurring revenueExtend the customer relationship past the leaseHow?Enter the profitable world of selling documentmanagement solutions.ÑÑÑÑLearn to build a successful professional services teamBenefit from proven training and go-to-market programsOutstanding certification program and technical supportOnsite sales representatives working with your sales teamContact us at (888) 565-5907 or dwsales@docuware.comand realize the benefits of a lasting Partnership.www.docuware.comBy Scott CullenSECURITY PANIC: A National News ReportRamps Up Interest in MFP SecurityIf your life revolves around copiers and MFPs, you mighthave heard about this April 19, 2010 CBS News report, titled“Personal Information on the Copy Machine”www.cbsnews.com/8301-31727_162-20002884-10391695.htmlthat has put the fear of God into IT folks and others throughoutcorporate America. The story focused on MFP security and howsensitive information remains on a MFP’s hard drive and is ripefor the plucking unless that hard drive has been scrubbed clean.Oddly enough, this is the same story that many office equipmentmanufacturers who market security solutions have been tellingfor years. This time it hit a nerve mostly because it was comingfrom a third party.Thanks to the news story, manufacturers and dealers have beeninundated with calls from panicked customers who were concernedthat the copiers and MFPs they recently returned to thedealer or the leasing company contained a treasure trove ofcompany secrets. This is such a big deal that Konica Minoltareferenced it at their late dealer meeting in April and have postedan FAQ on their Website http://kmbs.konicaminolta.us/aboutattachments/KMBS_USA_MFP_Security_FAQs.pdfin thehopes of allaying customer concerns.“It’s created a lot of buzz,” says Kevin Kern, senior vice presidentof marketing for Konica MinoltaBusiness Solutions U.S.A. “The bigthing is, ours don’t and I don’t thinkmost others’ store anything unlessyou tell them to on the device. The onething that was misrepresented was that anything that is printed,copied, and scanned, is automatically stored on the hard drive.That’s not true on our devices or anybody else’s either becausethe device would overflow.”Kern concedes that the news story raises some valid points andhe recommends dealers be proactive in notifying customershow these devices can store data and to treat them responsiblylike any IT product and properly clean the drive before they getrid of it. A more serious issue in Kern’s opinion is that the averageUSB device is a far bigger risk to an organization’s datasecurity.Sharp has long been a proponent of copier security and the companywas the only manufacturer interviewed for the CBS Newsstory. The story has had quite an impact for Sharp. MikeMarusic, vice president of marketing for Sharp, reports thatsince the report aired, activity on the security section of Sharp’sWebsite quadrupled into the tens of thousands of hits comparedcontinued on 2220enx magazine


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STATE OF BUSINESS We Saw It In ENX Magazine AUGUST 2010continued from 20to modest activity prior to the report.SECURITY PANIC: A National News ReportRamps Up Interest in MFP SecurityIt’s not like Sharp hasn’t been diligent in promoting security;they’ve been ahead of the curve on this for years. It’s just that itwasn’t easy getting people’s attention before this. “In five minutesand thirty seconds CBS accomplished more than whatSharp did spending millions of dollars,” states Marusic.He doesn’t think the threat was exaggerated and reveals someof the CBS findings were even worse than what was presentedon TV.“One of the things people should take away from the CBS storyis that CBS did not expend a lot of effort to do this,” saysMarusic. “They didn’t hire some MIT physicist to break intothese things. They downloaded a program off the Internet toextract that information and used their own IT people to dosome of it.”Marusic admits he’s been surprised by the reaction to the storyand is amazed that nearly two months later, Sharp is still gettingcalls. Although the story has drawn attention to MFP security,Marusic feels the office equipment industry has taken a bit of animage hit.“It was presented in a manner that we [as an industry] weren’tactively promoting it,” says Marusic, who points out the reasonSharp was contacted was because they’ve been actively promotingsecurity for years.Another criticism is that the story only highlighted an elementof data security risk—the data that resides on the hard drive.“People seem to be focused on that and not the network aspect,which is the bigger risk,” says Marusic. “Prior to the CBS story,most of the challenges related to security risks on the MFP wererelated to network access to the MFP.”What he’s referring to is the ability of someone to hack into thenetwork and access print jobs.from hard drives or recover data from damaged hard drives,”explains Plank. “When a file is deleted, only the record ofwhere it was stored is actually removed and the true data stillresides on the drive until it is written over. This works the sameon all hard drives whether they are in a copier, a PC or on aserver.”What wasn’t mentioned in the story was that the person exposingthis issue happens to sell a software program that overwritesan entire hard drive multiple times with binary gibberish toeliminate any remaining data on the drive. What also wasn’tmentioned is that copier manufacturers offer a wide variety ofsecurity solutions and that many dealers address this issue in thenormal course of doing business.Peter Cybuck, Kyocera Mita America’s senior director securityand software solutions is arguably the industry’s security guru,holding similar positions at Ricoh and Sharp. Watching the CBSNews report one would think this is a recent phenomenon, butsecurity is an issue that Cybuck has been talking about for 10years now.“There’s a lot more interest all of a sudden in security,” saysCybuck. “What people might not have learned is that there’s adramatic improvement in security in the devices themselves.Some things are intentionally stored and those are easy toaccess, but in general machines are much more secure.”Indeed, the data security kits that concerned clients are nowasking for have been available for some time, but customersweren’t requesting them or simply didn’t want to spend themoney.Overall though, he feels the story presented an honest assessmentof MFP security.“This was a great wake-up call,” says Cybuck. “It really showsthat this is a critical machine in the office that handles data in away that people didn’t realize.”Spectrum Business Centers, a Ricoh dealer based in HuntingtonBeach, California, heard from so many customers who eithersaw the report themselves or were told about it by a friend orcolleague, they wrote an article about the issue that discusseshow the reality behind the story is different than what was presentedon TV, while at the same time drawing attention to theRicoh security solutions that they offer customers.In the news story, they acquire several copiers that have beenreturned at end of lease on the used copier/MFP market. Theythen remove the hard drives and attach them to a forensics programto extract the data on the drives. As Glenn Plank, systemsengineer for Spectrum Business Centers, points out, this isn’tthe same as removing the drive from the copier and plugging itinto a computer.“The forensics program is a tool used to recover deleted dataCustomers of Nevill Imaging Solutions in Carrolton, Texas,have also acquired a new interest in MFP security. They’re callingNevill and saying, “I just traded in my machine and needmy hard drive back.”After seeing the story and receiving calls from customers,Nevill’s engineers attempted to pull information off its MFPhard drives and found the data was encrypted. “It was nowherenear—whether it was Sharp products or Kyocera products—like they said on that show,” says Reed Melnick, Nevill’s CEO.For customers who are sending a machine back to the leasingcompany, Nevill now quotes them a price for a new hard driveto put into the unit should they need that peace of mind.Meanwhile in Santa Clara, California, customers of CPOLimited have been calling the dealership after viewing the CBSNews segment as well as similar stories on local news stations.continued on 2522enx magazine


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STATE OF BUSINESS We Saw It In ENX Magazine AUGUST 2010continued from 22SECURITY PANIC: A National News ReportRamps Up Interest in MFP Security“It’s almost like mass hysteria,” says CEO Mike Arnold.machine at disposal.CPO Limited is a Sharp and Konica Minolta dealer so they’vegot their bases covered from a security solutions perspective.The question customers keep asking is what happens to the harddrive after the dealer takes away the machine? Turns out theanswer to that question is a lot more complicated than onewould think.“Anytime you have a machine that has to be returned to the leasingcompany, it has to be completely intact,” says Arnold. Thatmeans if the dealer removes the hard drive and then gives it tothe client to dispose of or wipe clean, a new hard drive must beinstalled in the machine, and somebody has to pay for that.One of the issues that could come up when a hard drive isremoved is that sometimes parts of the operating system resideon that drive, which could then make the machine inoperable.It’s not a common occurrence, but it can happen, says Arnold.Arnold is finding that most of his customers, at least those whomust adhere to HIPPA, Sarbanes Oxley, and Graham LeachBliley, want the hard drive removed. When that happens, a newhard drive must be installed and formatted. That costs time andmoney. Consider that a dealer cost for a hard drive ranges from$40 to $400, not counting the technician’s time. Acquiring harddrives for Konica Minolta and Sharp machines isn’t a problemsince CPO Limited sells those products. It is an issue when it’sanother vendor for whom they don’t have access to parts orhard drives.He’s got one customer, a bank, with 40 machines in 40 locations,all of which will need the hard drive removed.That’s going to be a significant expense,” says Arnold. “We’regoing to have to charge them for that although we may end upwaiving the labor.”Right now there’s no charge if the MFP doesn’t have to bereturned to the leasing company, but there is a charge if the harddrive has to be replaced.Manufacturers like Sharp are already taking steps to address thehard drive issue and are making sure they have a stock of harddrives available to all their dealers. They’re also providing dealerswith a list of compatible hard drives.The overall effect of this news story is customers are moreaware of the need for MFP security and dealers now have anopportunity to sell more security solutions. And you know,that’s not such a bad deal for anybody. uScott Cullen has been writing about the office equipment industrysince 1986 and now thinks there just might be something tothis MFP security business after all.Arnold isn’t sure what the answer is to that dilemma, althoughas a member of Select Dealer Group, an organization of dealerswho are focused on industry best practices, a solution might beacquiring those drives from other dealers in the group in noncompetingmarkets who may represent those other vendors.CPO Limited is being proactive in notifying customers aboutthese security concerns, but some who’ve already traded intheir machines, aren’t so open to the idea of paying to swap outa hard drive after the fact.“This consumes several hours a day between me and other peoplehere trying to determine the strategy to take in different situations,”says Arnold.Arnold continues to educate customers, often directing them tothe FAQ page on Konica Minolta U.S.A.’s Website. For mostcustomers, this answers their questions and calms their fears,for others, nothing short of removing the hard drive will do.It’s very likely Arnold and other dealers will be seeing moreRFPs that address destruction, replacement, and reformatting ofthe MFP’s hard drive. Fax kits and network kits may also bepart of the deal as companies look for insurance that storednames, fax numbers, and IP addresses will be scrubbed from theenx magazine25


PROFILE We Saw It In ENX Magazine AUGUST 2010BUSINESS PROFILE:Traditional values, integrity, trust and personal customercontact has been the backbone of over 25 years of IKOPAutomation serving the office equipment industry.IKOP Automation, Inc. has the unique ability to truly understandthe needs of their resellers. In 1982 James Kim, IKOP’spresident and owner, began as an independent copier dealer. “Ibegan by buying new and used copiersfrom distributors. I needed quality equipment,sales and service training, ability tobuy parts and help with warranty issues.Most of all I needed someone who Icould trust and depend upon to help buildmy business.”After 3 decades in the office equipmentbusiness, the IKOP professionals trulyunderstand the needs of the reseller.James Kim explains, “We are able to bebusiness partners with our customers. Weunderstand what it requires to run a retailoffice equipment business. What happens after the sale is farmore important than a one time low price. Technical support,including being able to provide immediate help desk assistancewith a network installation, clearing a service code, or how toremove a cover, is vital. At IKOP, a knowledge person, locatedin our Los Angeles county corporate headquarters, is alwayshere to answer our incoming telephone calls. You will never betransferred to an out-sourced, off shore call center to answeryour questions.”Kim explains IKOP’s earned industry knowledge. “By 1986IKOP had grown into a successful, authorized Ricoh retail dealership.IKOP remained a retail copier dealer in SouthernCalifornia through 2006. I never forgot the trials and tribulationsof needing help to buy equipment through distributionoutlets. Through the years we sold refurbished and demo Ricohequipment to both resellers and end users. I always enjoyedworking with other dealers. Everyone at IKOP took pride inproviding equipment, parts, supplies, technical support, salesand service training to ourreselling dealers. We understoodthe need to price ourwholesale equipment so bothparties could make a reasonableprofit.“By the late 1990’s IKOP hadconsistently achieved retailsales that ranked us in the top5% of all USA independentlyowned Ricoh retail dealerships.We earned rebates, bonuses andtrips. We continually expandedour wholesale distribution withinthe Southern California area.IKOP AUTOMATIONJames Kim and Kevin McElhenyWHY25 years of Dealer ExperienceSamsung and Ricoh DistributorIncrease Dealer’s s Bottom LineProtect the Dealer’s s ProfitabilityFree Customizable Marketing TemplatesTUSA Based Support with Traditional TValues VService and Sales SupportFriendly Customer ServiceYour Best Profitability PartnerBy the turn of the century, our proven track record of integrityand hard work within the distribution channel resulted in severalOEM’s approaching us to become a wholesale distributor oftheir products. After much thought and research, IKOP becamean authorized wholesale distributor of Ricoh and Samsung in2002. The choice of offering both Ricoh and Samsung blendedtwo industry leaders offering a wide range of products.”In 2004 IKOP management made thedecision to change the IKOP businessmodel to exclusively focus on wholesaledistribution. The retail division of IKOPwas sold. 100% of IKOP was now committedto wholesale distribution. Duringthe past six years IKOP has workedexclusively with the needs of theirresellers. They have expanded their Ricohand Samsung wholesale distribution sellingarea to include the entire USA.“IKOP never competes with their customersand never sells retail to end users, nor through any internetWeb based selling. The independent reseller is our only customerand the entire IKOP business model is designed to maximizethe overall profitability offered to the reseller. Long termtrust, dependability and personalized service are the centerpoints of our business. IKOP’s 28 year history of integrity andhonesty speaks for itself. IKOP and our commitment to the welfareof our reselling customers have withstood the test of time.“IKOP is able to customize our products and services to maximizethe value we offer to our customers. We can handle arequest for a single laser printer, as well as fulfilling a largeorder of dozens of fully featured networkable 40 copies perminute color and up to 135 monochrome copies per minuteequipment. We are able to work with our resellers on pricing forRequest for Quotes. When you win the bid, we will provide thelogistics and equipment that will help ensure a successful installation.We have negotiated shipping contracts that allow nextday delivery at standard shipping cost in California, Arizonaand Nevada. With approved credit,IKOP offers 30 day paymentAutomation, Inc.Automation, Inc.terms. New customers areallowed immediate purchasingwith Visa, Master Card, Discoverand American Express.”“Coming from a retail background,”comments SalesManager Kevin McElheny,“IKOP employees intimatelyunderstand the needs of the dealerwho sells to, and services theend user. Warranty claims,overnight parts orders, cash flow,last minute orders, in stock invencontinuedon 2826enx magazine


25 Years of Ricoh Dealer Experience• We Deliver What You Need: We understand the reseller’s operation and the importance of salessupport, fast technical support, inventory and parts availability for your customers.Resellers, YOU Need to Make a Reasonable Profit• We Protect Your Business: Does your distributor partner sell the equipment to you and also tothe internet company? We Don’t. We help protect your margin!enx magazine27


PROFILE We Saw It In ENX Magazine AUGUST 2010BUSINESS PROFILE:tory, same day shipping, next daydelivery options, employee mistakes,identifying end user errors,marketing support, technical helpand emergency needs are all partof our day to day business. IKOPis more than a distribution centerfor Samsung and Ricoh parts,supplies, equipment and accessories;every IKOP understandsthe importance of being part of a supportteam to our resellers.”IKOP AUTOMATIONAutomation, Inc.McElheny continues, “As a BTA channelretail dealer of Ricoh in the past,we have the practical sales and serviceknowledge of the Ricoh family ofequipment. As an authorized RicohDistributor we currently offer the fullline of Ricoh Segment 1 and 2 products.This includes parts, supplies, training, tech support,sales assistance and marketing material. AllRicoh offered rebates and special promotional pricingare extended to our resellers. Smaller retail dealersare able to take advantage of our power buyingdiscounts. We help increase our resellers’ sales profitabilityby maximizing the savings to them. Andthey buy more products from IKOP creating awin-win situation that allows IKOP to offer valueadded pricing on genuine OEM Ricoh andSamsung name brand products.”IKOP also offers Ricoh current model ‘B-option’equipment which includes: demo and other new,returned equipment that is fully OEM inspected,repaired and warranted. These lower pricedcurrent models offer high value profitabilitywhen sold outright, offered as a longtermrental or used in a comprehensiveManaged Print Services environment.Adding the Samsung full product line ofcolor and monochrome MFPs equipment toour wholesale distribution channel balancesout IKOP’s offerings to our resellers.Samsung provides excellent end username recognition. Samsung is highlyrated as a manufacturer of valueadded electronic equipment and theirtotal cost of operation is unparalleled.Samsung dealer models offer 2 fullyears of parts warranty, while equipment,accessories and supplies areamong the lowest priced, highestquality offerings in the industry.The Samsung name, low equipment cost, two year parts warrantyand extremely low supplies cost provide an excellent candidatefor supporting any MPS program. Samsung imagingequipment allows the reseller to successfully compete with thetraditional BTA channel copier dealers. Ink Cartridges Laser Toner Fax Supplies Copier Supplies Printer Ribbons Storage Media Specialty Paper Cables Printer & ProjectorsDrop Ship SpecialistsFor Wholesale/Export PricingCall Toll-Free :1-888-335-3282or Email :corpsales@databazaar.comFully featured MFPs wholesale pricing begins at under $200.The Samsung full color CLX-8540ND offers 40 pages perminute, 520 sheet paper tray, 1GB memory, 160Hdd, duplexand network ready, two full years of parts warranty, including afull set of color and black toner, delivered to our reselling dealer’slocation; all for under $3500. The Samsung SCX-6555Nmonochrome 55 copies per minute offers similar features forunder $2500.James Kim, Kevin McElheny and the entire staff of IKOPAutomation, Inc. express their deep appreciation for all thelong-term resellers they have partnered with over the past threedecades. They are committed to providing superior customerservice and value added services to their resellers. They appreciateword of mouth referrals and look forward to creating new,long term business partnerships with ENX readers throughoutthe USA. u by Ronelle IngramContact IKOP Automation, Inc.12329 Telegraph Rd• Santa Fe Springs, CA 90670tel. 888.944.7670 • 562.944.9999 • fax. 562.944.8888website: www.ikopautomationinc.comemail: sales@ikopautomationinc.com28enx magazine


OES Solutions is a premier Director of the Certified Channel Reseller program.We are currently accepting Sharp CCR dealership applications in the Midwest region.Discover how OES Solutions and Sharp can help you diversify your business.Speak with someone you know• Each of our clients has a dedicated representative• Talk to a live person, no voicemail• Flat rate drop shipments directly from Sharp• Next day shipments available• Factory-Authorized Service TrainingFor more information on OES Solutions and the CCR program, contact OES at:Website: www.oesccr.comEmail: ccrdealersupport@oes-solutions.comToll Free: 877-637-1240Sharp Certified Channel Reseller ProgramHas2World Class Divisions to help you meetall your office machine needs!Sharp Open Line Wholesale DistributionCall or email today for all yourmachine, accessory and supply needsAward Winning Sharp Copiers and Fax!Toll Free: 877-637-1240Email: wholesale@oes-solutions.comenx magazine29


MPS FOCUS We Saw It In ENX Magazine AUGUST 2010MPS SOFTWARE TOOLS – Importance to the Dealer ChannelBy Ed CrowleyManaged print services’ software tools are a key componentof the MPS infrastructure delivery model. Thinkof them as the engine that helps your MPS operationrun efficiently. And just like an engine in a car, if your softwaresystem does not run well, or if it does not mesh well with theother components in your ‘system’ then your overall MPS‘vehicle’ will be a lemon. And in the services-driven MPSmodel (the Hybrid Dealer Model), efficient operations are oneof the keys to profitability.So what factors should you consider as you evaluate MPS software?There are a number of considerations, but start by determiningwhich functionalities are needed. There is a long list ofmajor software functions that meet the needs of a successfulMPS business. The basic functional areas can be broken downusing the Photizo Group 3-Stage Customer Adoption Model (anindicator of how sophisticated the customer’s MPS engagementis) to map to the services you will be offering.TYPES OF TOOLSStage 1 tools help you understand the customer’s needs, theircurrent position, and identify opportunities for improvement.We call this Stage 1 – Control and common reseller/dealer toolrequirements at this stage include:• Hardware metering & assessment: discovery of devices inthe fleet, along with usage data for each• Graphical mapping & fleet visualization: visibility of locationand type of each device in the end-user’s environment• Proposal generation: tools used to automatically populateand create proposal forms for the MPS engagement• Cost assessment/TCO analysis: tools for calculation ofdirect and indirect costs of any imaging device or associatedtechnology to assess the total cost/benefits associatedwith the overall purchase.During the second stage, the customer needs to have their fleetoptimized through optimum deployment, consolidation andright sizing. Most importantly, this includes on-going managementto ensure the fleet remains optimized—referred to asStage 2 – Optimization. At this stage the reseller/dealerrequires tools capable of performing the following:• Usage reporting/meter reading: software tools that enablethe MPS provider to see how each device is being used inorder to optimize the fleet. These tools are also used to automatemeter reading for billing functions, and can monitorprinting, copying and/or scanning.• Device monitoring: these tools monitor the devices andcreate relevant and timely notifications about the status of adevice. This is used to monitor supply levels, network status,etc.• Report generation: Capability to create and execute automaticstandardized customizable reports for MPS providerand customer.• Departmental chargeback: Toolfor maintaining accountability ofcosts incurred through printing.The third stage is the most sophisticatedand demanding phase for thereseller/dealer. During this stage, thecustomer is seeking to improve businessefficiency and processes by enhancing and optimizing documentworkflow, document management and through basicbusiness process consulting. Specific reseller needs at thispoint include:• Project management software.• Document workflow and document management softwareThese are just the ‘broad categories’ of software tools that thereseller needs. There are a number of very capable softwarecompanies providing these tools including PrintFleet,PrintAudit, FMAudit, MWAintel, Netaphor and NewField IT(to name a few), including a number of very good tools availablefrom vendors such as Canon, Ricoh, HP, Xerox and IKON.Photizo has developed the first-ever review of these tools andsoftware solutions for the MPS industry. The study examineseach of the tools from different perspectives including: functionality,market strategy, compatibility and pricing structures.Also incorporating a testing lab, Photizo analysts observed eachof the tools that were a part of the study in action in order to betterunderstand the end-user experience. There are three stages tothis study, which correlate with the three stages of the CustomerAdoption Model. The first part of the study was released inApril 2010 and the second part will be coming this August.Please see http://store.managed-print-services.com.PURCHASE EVALUATION CRITERIAThe key considerations you will need to make when goingthrough the evaluation process for MPS software solutionsinclude:Scalability:The first and foremost consideration is to identify software thatcan grow with your organization. Ideally, the software will havethe ability to be upgraded in ‘modules’, which allow you to addfunctionality (and cost) based upon the specific customer’srequirements. Also, it should be scalable to handle a large numberof devices. If you are just starting out, managing 1,000devices may sound like more capability than you could everneed, but think to the future when you could be a successfulHybrid Dealer, and you may be managing 50,000 or moredevices. Look for that allows for growth. Remember, this is akey component in your MPS delivery infrastructure and onethat you want to be able to grow with.Deployment/Integration:How easy is the tool to deploy? Is it within the capabilities ofcontinued on 3130enx magazine


MPS FOCUS We Saw It In ENX Magazine AUGUST 2010continued from 30your current tech staff? Can it be integrated easily within youroverall business system and processes? For example, does ithave the ability to feed page volumes directly into your billingsystem? Or does it require a manual process?(One item to note here is that there are some great dealer managementsystems that integrate nicely with the major MPS softwarevendors to create a cohesive system. One of our favoritesis Digital Gateway, which includes a “Partner Integration Tool”http://www.e-automate.com/mpse.html specifically for thispurpose.)FunctionalityWhat are the specific functions the software tool can perform?To conduct a full- fledged comparison in a lab environment is amajor undertaking. I would recommend letting something likethe Photizo’s MPS Software Tools Study do this work for you,but if you do decide to conduct this analysis on your own, besure and conduct a thorough review which not only addressesyour needs today, but also your future needs.It is also important to recognize that there are a number of featuresand requirements specific to each stage of MPS. For example,in Stage 1 and 2 supporting direct attached (versus networkattached) devices is critical, and the level of support for directattach devices varies widely. Another example is mapping—inStage 1, device mapping and graphic displays of the fleetdeployment are becoming increasingly sophisticated and useful.So as you review your needs, recognize the types of MPSengagements (Stage 1 and 2, or Stage 3) you are engaged in andbe sure to evaluate your software based on this stage.ArchitectureThe architecture is the format in which these tools operate. Forinstance, an MPS asset management tool could be eitherembedded in a device, installed on an on-site server or thedevice may report to an off-site server. This is of great importanceto IT departments and depending upon the industry youserve (banking is very sensitive to anything going outside the‘firewall’), this can actually be a deal maker or breaker.PriceOkay, I know you love to fork over your hard-earned cash to asoftware vendor so this really shouldn’t matter… right? Ofcourse price matters. However, I would argue that it is key tolook beyond just the straight price comparison and to evaluatethe true value the software delivers. Balance price against features,tech support capabilities, reputation, ease of integrationand functionality. Sure, you don’t want to overpay, but frankly,underpaying and buying the wrong tool will cost your companyfar more than the software license price.OTHER OPTIONSAnother consideration is the alternative to purchasing your ownsoftware. Many MPS programs from vendors include softwaretools. Great America Leasing’s MPS program leveragesPrintFleet as does Supplies Network. Ricoh leverages PrintAudit for many of their engagements. There are a number ofcontinued on 33enx magazine31


SERVICE MANAGEMENT We Saw It In ENX Magazine AUGUST 2010By Mike WoodardHOW IMPORTANT IS EFFECTIVEPARTS INVENTORY MANAGEMENT?In today’s business climate, it is critical to wisely managecash investments and drive technician productivity to optimizebottom line financial results. One dealer operationalarea that involves cash and directly impacts technician productivityis parts inventory management.Based on my experience, effective parts inventory managementis the result of monitoring and managing the following operationalmetrics:• Inventory turns• Incomplete service calls for parts• Aged/obsolete inventoryAll three elements are interrelated and if any one metric isignored or managed too aggressively, the result can be inefficiencieswhich can adversely impact profits. For example, ifparts inventory turns are pushed too high, driven by loweringinventory levels, the outcome can be an excessive number ofservice calls being rescheduled for parts, which is costly from alabor standpoint. When parts inventory turns are too low,meaning inventory levels are high, we risk parts inventoryaging and obsolescence, ultimately resulting in inventory writeoffswith a hit to the bottom line.Let’s first explore the result of having an excessively highincomplete call rate for parts. Each incomplete service call fora part results in a return service call to replace the part - effectivelydoubling travel and labor cost. The benchmark forincomplete parts calls is 10 percent, and if not managed effectively,you will in essence be expending excessive labor tocounteract an inventory effectiveness problem. Making mattersworse, when an unavailable part must be handled as an“emergency order,” there can be incremental freight costs toexpedite the order.Driving excessively low parts inventory levels, to conservecash, is false economy. Remember, ideally, on average yourtechs should have the right part 90% of the time to complete theservice call. An excessively high incomplete for parts rate, say20%, can over time actually result in technician overstaffing,especially if you base your staffing requirements on gross servicecall rates (not a good practice to begin with). Moreover,excessive incomplete service calls for parts can also driveexcessive machine downtime, which adversely affects customersatisfaction, and ultimately loyalty. On the flip side, increasingparts inventory levels to lower incomplete parts call ratesbeyond benchmark levels is equally as costly: You will tie upcash in inventory that could be used to drive company growth.What is required is an effective balance between inventory levels,turn rates, and incomplete call rates.It is important to establish a targeted overall parts inventoryvalue level which is monitored on a monthly basis. An ongoingcomparison between purchased inventory and consumed inventoryis a critical process. The idea is toavoid inventory creep being driven bya purchasing process that is notaligned with consumption or othervalid factors. There can be several legitimate reasons for purchasingmore inventory than you are using, such as taking onnew product lines, new models, adding technicians, or even purchasingto meet discounts or rebates. Your management systems(ERP) should be set up to monitor usage trends and adjust eitherrestocking or purchasing accordingly. Logic should be set toadjust purchasing or trunk stocks levels up slightly on items thathave an ascending usage trend, while a descending trend shoulddecrease those same levels dramatically. The inability to identifya downward trend and adjust accordingly will surely result inthe eventual write off of obsolete inventory.Another critical factor in maintaining inventory effectivenessinvolves managing inventory turns. By definition, ‘turns’means turning your inventory over – inventory coming in andthen being used or consumed. Purchasing parts only once ortwice a month as well as erratic trunk restocking can spell trouble.An industry best practice focuses on restocking technicianstwice a week. Restocking technicians on a daily basis,while increasing trunk inventory turns, eats up available technicianproductive time.Last but not least, you should determine the dollar amounts ofyour obsolete parts inventory – those parts that have not had anyusage in, say, 2 years or more. Remove obsolete inventory fromyour active stock before assessing inventory value and calculatinginventory turns. You may feel you have adequate inventoryon hand when in fact, a portion of it is obsolete and you mayactually have the right inventory level to support current activity.Equally important is managing excessive and slow movingparts inventory at the tech level. General rule of thumb is if apart has not shown usage in 6 months remove it from the trunkand put it into warehouse inventory. By doing this, the slowmoving parts can be managed and consumed to depletion therebyavoiding, or minimizing, unnecessary obsolescence.So here are the questions: are you managing and optimizingyour parts inventory effectiveness? What are your currentincomplete calls for parts percentage – is it over 10 percent?What is the trend? What are your turn levels and how often doyou purchase and restock? How much labor are you expendingto deal with a parts inventory deficiency? uMike Woodard is a consultant with Strategy Development, an imagingindustry management consulting firm. Mike has 30+ years experiencein all aspects of field service operations and service strategy development.During his 20 years with IKON Office Solutions, Mike held keyregional and national service operations positions including NationalVice President, Field Service Strategy; National Vice President, FieldServices and National Vice President, Field Service Operations. Priorto joining IKON, Mike spent 18 years with Xerox Corporation in mulcontinuedon 5532enx magazine


MPS FOCUS We Saw It In ENX Magazine AUGUST 2010www.alscopiers.comLate Model Machines & Repos.Inventory Online!For real time inventory updates and featured equipmentfollow us on twitter@twitter.com/alscopiers We Also Buy Surplus CopiersCalifornia Call for Customer referralsToll Free: 866-727-3750 Export Customers WelcomePhone: 949-727-3750 Professionally Packed ContainersFax: 949-727-3850 Find Everything You Need In Our45,000 sq. ft. Warehouse!9701 Research Dr. Ste.100Irvine, California 92618The Most Experienced & Reliable Wholesaler In the NationCOPIERS PRINTERS FAXEScontinued from 31very good vendor programs, which have partnered with softwarevendors to bundle the software tools as part of the overallMPS program. It is also important to recognize that some softwaretools perform specific functions such as AssetManagement but are not labeled as MPS tools (HP WebJetAdmin comes to mind).SUMMARYMPS SOFTWARE TOOLSSo which tool is right for you? The answer is,’ it depends’.Remember, the place to begin is by accessing your own needs,your customers, and your growth plan for the business. Thenevaluate the software within the framework of this assessment.As my father always used to say, “make sure you have the righttool for the right job.” uEd Crowley is the CEO and founder of the Photizo Group, .Wwith over 20 years of industry experience with firms such asLexmark, DataProducts, and QMS. The Photizo Group is thethought leader for managed print services. The firm providespublications, conferences, and market intelligence for the managedprint services market. To learn more about the company,please visit www.photizogroup.com. To sign up for the firm’sfree daily MPS Insights news summary, please visit www.mpsinsights.com.For more information on the firm’s conferences,please visit www.mpsconference.com.Toll Free 866-212-5884 Fax 818-885-0511OEMSPECIALS926 Black High Yield Ink Jet (310-8386)926 Color High Yield Ink Jet (310-8387)1320c Black High Yield Laser Toner (310-9058)1320c Cyan High Yield Laser Toner (310-9060)1320c Magenta High Yield Laser Toner (310-9064)1320c Yellow High Yield Laser Toner (310-9062)1700 Drum (310-5404)1700 Black High Yield Laser Toner (310-5400)1700 Black Laser Toner (310-5399)1720 Drum (310-8710)1720 Black High Yield Laser Toner (310-8707)1720 Black Laser Toner (310-8706)2330dn Drum (330-2646)2330dn Black High Yield Laser Toner (330-2650)2330dn Black Laser Toner (330-2648)2335dn Black High Yield Laser Toner (330-2209)2335dn Black Laser Toner (330-2208)UNITED SUPPLY$19.39$26.18$64.01$84.38$84.38$84.38$48.45$96.99$75.65$48.49$96.99$75.65$48.50$101.84$57.22$106.69$85.35OEM & Compatible SuppliesXEROXAUTHORIZEDDEALERNow AvailableCall or EmailTo Get YourFreeCopy Today!8606 Darby Ave.Northridge, CA 91325sales@unitedsupply.comenx magazine 33


SALES MANAGEMENT We Saw It In ENX Magazine AUGUST 201034enx magazine


SALES MANAGEMENT We Saw It In ENX Magazine AUGUST 2010By Fred BergerREDUCING SALES REP TURNOVERAre your company’s turnover rates for salesreps too high?When I was Vice President of a National Manufactures’ directorganization my sales rep turnover was also a concern. It wascosting me millions of dollars in expenses, and that wasn’t takinginto account the lost revenue and profit opportunity. I triedall the usual tactics—testing new hire applicants, increasingsales training, mentoring sales reps, organizing a ride-along—but to no great effect.Then I sat down and really thought about why I was havingturnover, which led me to create the “Circle of Success”. I wasable to reduce my sales rep turnover by over 40% within a yearof implementing this system. With a sales force of over 700sales reps, the impact of that 40% in reducing expenses andincreasing profit was phenomenal.The average turnover for copier sales reps in the US is 60%.The average tenure for a new hire is between 3 to 6 months, and30% of all sales reps have been with their current company lessthan 1 year. These numbers are not only scary but very costly.The average cost of a sales reps turnover after 5 months is:Salary @ $24,000 year $10,000Fringe Benefits @ 25% $2,500Car Allowance @$400 mo. $2,000Recruiting $3,000Training $2,000Total Cost $19,500This isn’t including the lost gross profit that a productive salesrep would have produced from sales and aftermarket.In addition to this cost there is the internal time spent by SalesManagers, General Managers, and the Dealer principle inrecruiting and hiring a new sales rep. Typically the time spentto hire each sales rep is:Recruiting time1 hourPreparation for the interview ¾ hourInterview by 3 managers 1 ½ hoursPost interview review¾ hourTotal time4 hoursIf it takes an average of six interviews in order to hire one salesrep, then the total hours spent would be 24 hours of managementtime to hire each new sales rep. Assuming your companyhas 20 sales reps and a 60% turnover rate, that consumes 288hours or 36 days per year of interviewing time. This is in additionto the cost shown above.I recognized that with over 700 sales reps I had to reduce myturnover. I had already hired telemarketers to set up appointmentsfor the sales reps, required personality testing forrecruits, had applicants ride along with a sales rep before hiring,assigned a mentor to the newly hiredsales rep, increased training for thenew hires as well as for my salesmanagers, and changed our compensationprograms. The end result of allthis was that I spent more money buthad the same results—turnover remained high, while revenueand profit were reduced.That’s when I sat down with my management team to figure outwhy I was having this turnover and what had to change toreduce it. This resulted in the creation of the “Circle ofSuccess.”It begins with understanding who is responsible for makingsales reps successful. It is ultimately the sales managers, generalsales managers (branch managers) and the Vice President ofSales who contribute the most to a sales rep’s success or failure.Therefore, these were the individuals we had to work with toreduce our sales rep turnover.The “Circle of Success” starts with the Sales Rep Opportunity.Why are you hiring a sales rep? This may seem like an easyquestion, but think again. Have you evaluated theterritory/opportunity the new sales rep is going to handle? Willthe new sales rep be a commercial geography sales rep, a verticalsales rep, a major account sales rep, a managed print servicessales rep, a solutions sales rep, a specialist, or maybe partof a team concept? Can the territory support the sales rep typeyou are hiring? Does the territory have enough MIF or customersto support the sales rep in order for them to be successful?What we discovered was the sales manager did not gothrough this evaluation, but rather just hired a replacement salesrep or cut the territory to add a new sales rep.Based on the type of sales rep that was determined to be hired,we created the profile of the person we should be looking for.There were two profiles: one, a generic profile for all sales reps(i.e. they must have graduated college, etc.); the other was amore specific profile based on the type of sales rep to be hired.The skill set of the candidate must align with the sales repopportunity, as the skills necessary for a commercial sales repwill be different from those of a vertical or major account rep.Then there is the interview process. Some managers are betterinterviewers than others, so we created a policy that all candidatesmust be interviewed by three managers, usually the salesmanager, the general sales manager and the branch manager. Wecreated a standard interview questionnaire based on the type ofsales rep to be hired, which included pre-set questions to determinebehaviors, skill sets, and experience. This insured wegained the knowledge we needed to make a good hiring decision.The next part of the “Circle of Success” is the compensation plan.The compensation plan must align with the company strategy,and while there is a base compensation, a variable componentcontinued on 36enx magazine35


SALES MANAGEMENT We Saw It In ENX Magazine AUGUST 2010continued from 35REDUCING SALES REP TURNOVERwould keep it competitive, while factoring in sales rep opportunityand the candidate’s experience level. The sales manager’scompensation was also geared toward the success of the sales rep.After everyone agrees on the right candidate for the opportunityand the person is hired, the most important day for the newhire is the first day. The new hire is excited; they are starting ajob with a great opportunity to learn and are contributing totheir companies and their families. Unfortunately, their managersdon’t share this same excitement. Many times the salesmanager left the new hire in the lobby to read some materials,while they went on an appointment instead of beginning the orientation.Other times the manager did not have all the toolsready for the new hire to begin work. Unbelievably, this is alltoo common. To prevent this we created a checklist of everythingthat had to be ready for a new hire sales rep on day one.This included such things as a phone, laptop, computer access,desk, chair, business cards, company documentation, organizationchart and hiring paperwork. We also created a 10 day orientationwhich included a detailed day-by-day, hour-by-hourschedule for the first 10 days of the new sales rep’s career. Itinvolved meetings with key individuals such as older sales repsand manufactures sales rep if available, as well as training in toolutilization, company sales and marketing material, and productsand programs. There would also be review meetings after eachsession with the manager and employee, with homeworkassigned if necessary. The goal was to keep them involved at alltimes. After the 10 day program we conducted the first managementreview with the employee, wherein we evaluated whetheror not this was a good hiring decision. By then it was evident ifthe employee had the attributes necessary to be successful.Continuous training is critical for the success and retention ofevery sales rep, and this training process must be managed.Therefore we created a multi level training program includingtime frames and reviews, in which the manager constantly reinforcedthe training programs and made sure the program wascontinued on 3836enx magazine


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SALES MANAGEMENT We Saw It In ENX Magazine AUGUST 2010Given an A+ Rating with theBetter Business Bureaufor the Past 7 Years“WE PAY TOP $$$ FORWHOLESALE COPIERS”World Class Copier RemarketerDealers, Exporters andLeasing Partners are Welcome!Providing You a HIGH RETURNon Your Copier Investment• Impact Transportation Services - Off Lease Pickups andWholesale Deliveries• Trade In Programs - Always Looking to Purchase Wholesale& Off Lease Copiers of All Brands• Asset Management - Our Complete and Accurate Audits are theBest in the World - Guaranteed!• Refurbishment - Done by our Highly Skilled Team of ServiceTechnicians• Exporting - Specializing in Exporting All Around the World• Repossessions - We Provide Cost Effective RepossessionServices on a Nationwide Basis65,000 Sq. Ft.Main Corporate WarehouseWith Locations in MN, NY, NCand AZ$100 (Or Less)Nationwide CopierTransportationServices Off Lease Pickups& Wholesale DeliveriesHuge InventoryWe Ship Thousands Of CopiersWorldwide Each Monthwww.offleasecopiers.com608 7th St. N.E., Long Prarie, MN 563471-866-848-4900continued from 36REDUCING SALES REP TURNOVERadhered to. The program involved manufactures training, webbasedtraining, hands-on training, and self-paced training, withthe necessary hardware and software in the show room to supportthe training program. Reviews and evaluations were conductedby the manager with the sales rep after each course, inaddition to the sales manager’s scheduled weekly group trainingmeetings.Activity management and account reviews are and will alwaysbe one of the most important drivers in the success of any salesrep. Sales managers should use a sales force automation toolsuch as SalesForce.com to ensure sufficient activity levels, aswell as software such as remote monitoring software and SFAsoftware as part of their account reviews to shift the focus tosolution-selling versus box-selling. Team account reviewsshould be more of the norm, and in many cases the next-levelmanager should sit in on account reviews to guarantee they aredone properly.Lastly, there are the success factors and programs of the “Circleof Success.” All sales reps should be aware of internal marketingand sales programs, and sales managers should make surethese programs are used appropriately. Internal programsshould be geared toward strategic plans and to help the newlyhired sales rep “ring the bell” as early as possible. “Ringing thebell” gives them confidence and makes them money, which willstop them from looking into other careers. Simple programs fornew hires need to be in place and driven by the sales managerto make sure the new sales rep has success within the first coupleof months.These were the key components we needed to manage if wewere going to reduce our sales rep turnover. Once we establishedthese points we assessed ourselves using a scale of 1-10to see how we fared. While we did fairly well in some areas, weneeded to significantly improve upon most of them. Althoughchanging was a challenge, the results speak for themselves.After one year we were able to reduce our sales rep turnover by40% and increase our overall productivity by more than 20%,both contributing to a significant increase in profits.If your company is experiencing higher sales rep turnover thanyou would like, I suggest you adapt the “Circle of Success”.The results will surprise you. If you have any questions on anyof the areas of the “Circle of Success”, please feel free to contactme at any time at (727)403-3936. uFred Berger - is President of Document Technology SolutionsConsulting, a consulting firm dedicated to "Partnering withDealers to Reach the Next Level". Prior to starting DTSConsulting, Fred was the Vice President of Ricoh BusinessSystems, Ricoh's direct organization. He was also VicePresident of Operations for Danka and President of CopytexCorporation, Sharp's 4th largest Dealership in the early 1990's.Fred has over 35 years of industry experience and can be contactedat fberger@documenttechnologysolutions.com38enx magazine


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FLASH REPORT We Saw It In ENX Magazine AUGUST 2010By Ted NeedlemanWHAT YOU SEE IS WHAT YOU GET…SOMETIMES…IF YOU’RE LUCKYEvery vendor in the printer and MFP market touts howgood their color output is. And many dealers turn aroundand parrot that claim.But how many dealers actually show their customers how to getthe best possible color out of their devices? For many dealers,telling the customer that their MFP or printer comes with colormanagement utilities, or Pantone matching tables is the extentof their knowledge. After all, the service technician will calibratethe printer/MFP when it’s installed or serviced.But going that extra mile and making sure that the customer isgetting the best possible output at all times from their devicesmeans teaching the customer a bit about color management andmatching. It takes an hour or two of your time, but can pay offbig time when it comes time for your customer to lease or buya new machine.The biggest step in the process is understanding that great colorrequires more than a tech performing a print calibration, or evenproviding your customer with one or more ICC Profiles. Itrequires understanding what profiles do, and why they are necessary– and then teaching your customer.Color Spaces, Color Gamuts, and The Meaning of LifeBefore you can begin to understand, much less train your customers,why even a well-calibrated printer can produce offcoloroutput, you need a few smidgens of color theory. Ifyou’ve worked in the production print market, you probablyknow most, if not all the following, so feel free to get a cup ofcoffee, and resume reading further on.A color space is all of the colors and hues that a particular technologyis theoretically capable of reproducing. A color gamutfits within a color space, and is all of the colors and hues a particularoutput device (like a printer or monitor) or input device(like a scanner) is capable of producing. In most cases, the colorgamut of a device is considerably smaller than the color spacethat a technology provides. In practical terms, this means thatthere are some colors and hues that a particular output devicesimply can’t reproduce, even though they may exist within thecolor space.If I haven’t already completely lost you, to make things evenmore confusing, different types of devices have different colorspaces. Emissive devices, such as a computer display, generallyhave an RGB color space. That’s because they work by radiatinglight in different frequencies comprised by the three primarycolors -red, green, and blue. That’s true whether the displayis an LCD, LED, or CRT. The combination of these primarycolors produces the color pixel we see on the display.Most printers, on the other hand, render colors reflectively, withcertain frequencies of light bouncing off of the printed surface,and other frequencies absorbed by the printed surface. The neteffect of this is that we see a particular color. While there aresome printers which use red, green, and blue inks, these aremost often used in conjunction with afour-color process that uses cyan, yellow,magenta, and black, or CYMK.The problem with accurate colorreproduction is that the various RGB color spaces (there areseveral), and the CYMK color space, don’t match up precisely.One approach to more accurate color reproduction is the Pantonesystem, now owned by X-Rite. In the Pantone system, a specificcolor is specified as a numerical mix of red, green and blue.A Pantone table in the printer takes this color specification andmatches it with a combination of CYMK toners, which willhopefully reproduce to that Pantone color, or at least very closeto it. So if you know that a bottle of Coke in the image is Coke-Cola red, and it’s specified as that Pantone color RGB mix, whenthe image is printed it should appear in Coke-Cola red.The Fly in the Color OintmentBut having Pantone color tables in a device is not the wholeanswer to accurate color. It assumes that once the service techcalibrates the printer, it’s going to stay calibrated, which it’s not.And it assumes that the calibration procedure, automated ormanual, is actually going to produce accurate colors, which itmay or may not do.Additionally, unless the user’s computer display is also includedin the calibration process, there may be a significant differencebetween what is displayed on the screen and what is printedon the paper. Finally, different output media produces differentresults with the same output file. An image which isaccurate on one type of paper, may not be accurate on another.An Easy SolutionSo how do your customers get accurate and repeatable color ondifferent types of media? Easy – they have to use profiles.Promulgated by the International Color Consortium, commonlyknown as the ICC, ICC Profiles for the monitor and for theprinter/MFP are essentially data tables, similar to Pantone ColorTables, which define the output characteristic of that device.Hardware vendors generally provide ICC Profiles for theirequipment, sometimes even for different popular media types.And if your client uses an application, such as Photoshop,InDesign, or Quark, which are set up to make use of ICCProfiles, they will get more accurate color.It doesn’t stop there, however. To get the most accurate andconsistent color, your customer needs to be able to calibrate theprinter to the display and create their own custom ICC Profilesfor the media types that they are going to use.The key to this process is a handheld device called a spectrocolorimeter.If you are selling an MFP or printer with an EFIFiery controller, the spectrocolorimeter is available as an optionfor about $1,000 or so. The EFI device is a rebadged iOne fromX-Rite, which you can buy from an X-Rite dealer. The iOneworks fine with EFI’s own profile creation software, or withcontinued on 4340enx magazine


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FLASH REPORT We Saw It In ENX Magazine AUGUST 2010continued from 40WHAT YOU SEE IS WHAT YOU GET ... SOMETIMES...43software sold by X-Rite for this purpose.A $1,000-plus gizmo might be a deal breaker, especially if thecustomer already owns the printer/MFP, or is going to lease orbuy only one or two units. But in an enterprise environ-ment,where there are multiple printers and MFPs being used to producecolor output that has to be accurate, it’s really not a majoroutlay.Fortunately, there are two other profiling devices available forabout half that price. While these are designed for the “prosumer”photo market, they work very well for a customer who doesn’twant to have to become a color scientist to get great output.One of the first on the prosumer market was the set of monitorand printer profiling tools from Datacolor. The Spyder series oftools, now up to Spyder3, include separate display and printerproofing spectrocolorimeters and associated software. Yourcustomers can buy these individually, or together as theSpyder3 Suite.While X-Rite is a major force in the color proofing and profilingmarket, it hasn’t abandoned the market for a more budget friendlydevice. With the unlikely name of ColorMunkie, X-Rite marketsits own prosumer color proofing device. This is a single sensorthat is used to calibrate both the monitor and printer.All three of these devices work pretty much the same. First youplace the sensor on the surface of the display and run the monitorcalibration utility. This places patches of colors where thecolor values in the file are known. Comparing the actual valuesmeasured by the sensor to the known values lets the softwareprepare a monitor ICC Profile that shifts the color values in adisplay file so that they will appear correctly on the display.A similar process is used to prepare a custom ICC printer profile.The software provided with the EFI ES1000/X-Rite iOne,Datacolor Spyder3 and ColorMunki all print color patches onthe printer that’s being calibrated. These patch values are readwith the spectrocolorimeters, and an ICC Profile is constructedto match the color values in a print file to the actual colors thatyou want to appear on the output media.None of this actually takes very long. Figure on about 45 minutesthe first time around, and 20 to 30 minutes thereafter. Yourclient should perform a color calibration anytime they run acolor-critical job, and during a job every several thousand pagesto make sure that they aren’t experiencing a color drift.Show Me The Money!Okay. You’ve sat through the theory, sat through the practice,and now it’s time for the payoff.Part of the payoff is that if you take some time to actually trythese procedures and train one, two, or all of your salespeoplein them, you’ll have customers who are much happier with theircolor output. And happy customers are good to have.Another part of the payoff is that if your sales people understandwhat’s involved in getting the most accurate color out ofa print device and can explain this to the customer in a way theycan understand, the customer feels that they are dealing with anexceptionally knowledgeable sales person and sales organization.A customer getting production-level sales help for a midsizeworkgroup machine is likely to appreciate it. That’s likegoing into a Chevy dealer and being treated as if you were buyinga Rolls Royce.Last and certainly not least, you can turn color training into a revenuedepartment. You don’t have to give it away. A three or fourhour hands-on training session for your customers, given everymonth or two, is easily worth a few hundred dollars and you cansell color spectrocolorimeter kits along with the training.The Few, The Proud, The ColorfulSure, not every dealer is going to see the need for going to thismuch effort to produce accurate color. And others may just nothave enough technical expertise or confidence to add this kindof service to their sales routine.But that’s okay. If you’re one of the dealerships that believes ingiving the customer the best sales experience possible, thoseother dealers afraid or unable to upgrade their customers’ skilllevel just leave more possible sales for you.uTed Needleman, Senior Director of Technical Services Division ofIndustry Analysts, Inc. Industry Analysts, Inc., is a marketing andmanagement consulting firm for the office automation industry.Much of the company’s research and testing results can be viewedon their web site – www.industryanalysts.com.enx magazine


COMPANY ON THE MOVE We Saw It In ENX Magazine AUGUST 2010COMPANY ON THE MOVE:BEI Pros’ PROS Elite 100PROS ELITE 100 Dealers Surpass $800 millionin Total RevenuesThe PROs Elite 100 Dealer Network and its selection ofthe first 40 markets have resulted in a group of dealersthat have combined total revenues of over $800 million.There’s an overwhelming response from dealers to become apart of PROs Elite 100 program, which benchmarks the bestservice organizations in the United States and then turns thatdealer’s service excellence into the ultimatedifferentiator in their marketplace to driveequipment sales.“The return on investment a dealerreceives, from our initial on-site assessmentof their service organization, isenough to make a dealer an Elite customerfor life,” says Jerry Newberry, President ofBEI Pros and the Managing Partner of thePROs Elite 100 executive team. “Once wefinish the on-site assessment, we haveidentified massive productivity and profitabilityopportunities in 100% of the cases.We then develop custom designed action plansand execution oversight to insure the dealers realizethe opportunities we identify. Upon a dealerachieving the PROs Elite 100 certification, theyreceive the benefit of having exclusivity as the onlyPROs Elite dealership in their market. In addition,the PROs executive team will then develop a powerfulnational and local marketing campaign outliningthe commitment this dealer has made to ensurethey provide a level of service that is unmatched byany other competitors within their market.”“Our virtual sales call, where we participate in thesales presentation to our dealers’ sales prospectsaccounted for over $2,000,000 in equipmentsales for our first group of certified Elite 100dealers in the first 2 months”, says Steve Rolla,a partner in the PROs Elite executive team.“This is the most significant activity I have everbeen a part of in my 40 year career. We arepositioning 100 dealers in North America tohave the competitive advantage over mega-dealersand direct organizations.”International ReachJerry Newberry“The PROs Elite 100 program has extended into theinternational arena as well with dealers in Australia andCanada, with ongoing conversations with other dealers inthose regions and even Europe,” says Jeff Kelly, a partner inthe PROs Executive team. “Utilizing Service as the ultimateSteve Rolladifferentiator in a selling environmentis more important than everin this challenging economicenvironment.”Selection Process“We slowed the selection processto catch up with the demand forcertification from the first 40 dealerswe selected,” saysNewberry. “Recently, we have made tremendousinvestments in developing a designated website forour Elite 100 dealers to drive their customers to. Thesole purpose of this web site is to provide a resourcein which PROs Elite dealers can have their currentand potential customers understand the commitmentsthe dealership has made to achieve this prestigiousstatus and the benefits a PROs Elite 100 customerwill receive. We also brought in aService/Operations and IT expert to drive our PIVOT(Performance Improvement Virtual Operations Tool)software, which helps us audit our Elite 100 dealers’service performance on an ongoing basis.Dealers like how we become their ongoingconscience and coach and not their critic.When we see a slip in execution we quicklygo into a coaching mode with the dealer andbring their performance back to the PROsbenchmarks.Rolla says the selection process for theremaining markets will begin again inAugust. “Several candidates with varyingsize in total revenue or the product they sellin the market have been recommended to usJeff Kellyby manufacturers, other PROs Elite 100 dealers,and other suppliers. We have dealers with salesof $2 million and as large as $50 million in thefirst group of dealers we selected,” says Rolla.“All credible dealers will be considered with aprocess that begins with a very low-key conferencecall where we explain the process for certification.We then ask the dealer to consider thecommitments they will have to make to become apart of this Elite group and we begin our due diligenceof the dealer. After the discovery andevaluation process with the candidate, we thenchoose either to move forward or go our separateways. Dealerships are selected based on specific criteriaand performance thresholds; it’s that simple. We thentranslate these service improvements into a vehicle that will utilizeservice as the ultimate differentiator in the market and as asource for increased revenues and overall improvements in GP.continued on 4644enx magazine


An elite national symbol of recognition and distinction in our industry, PROs Elite 100 is awarded to a selectnumber of organizations displaying world-class service delivery. Only one dealership in any market can earnthis sought after status, or reap the benefits it carries. “EXCLUSIVITY IS BACK”!Benefits to the CustomerDealer Benefits• Dealer's claims of Service excellence can be validated throughachievement and certification of specific criteria by the recognizedexperts in Service operations improvement.• Insures quality performance throughout the term of the contractthrough extensive and ongoing audit procedures of the dealership.• Narrows selection criteria and spotlights the dealership thatbenchmarks best against the Industry's elite.• Provides customer confidence in the dealership's ongoinginvestment in continuous service improvement and technicalexcellence.• PROS ELITE customers utilize the latest software/technologycapabilities to proactively enhance the “customer experience”.• Guarantees the best price / value relationship is achieved whenacquiring office equipment.• A third party customer advocate in any dispute that occursbetween the PROs Elite 100 dealer and the customer withBEI PROs, an independent organization, whose reputation isbuilt on assuring customer delight.• Customer will have access to continuous improvement practicesof the Best 100 Office IMAGING Dealers in the United States.• Unleash the power of exclusivity to your Sales Organizationto achieve market share dominance.• Trains your service management team in the processes,procedures and tactics to achieve world class operational andprofitability benchmarks.• Provide executive team World Class Leadership and StrategicPlanning skills.• Breed Elite Customer skills throughout your Organization.• Increase equipment and aftermarket Margins.• Experience extraordinary customer loyalty and retention byproviding the premier level of customer service in yourmarketplace.• Access to the industry’s first Automated Territory Developmentsoftware.• Increases the economic value of the dealership to potentialacquirers.• Participates in PROs Elite 100 roundtables to share bestpractices and also benchmarks their performance against theTop 100 dealers in the United States.Certification is the first step to achieving PROs Elite 100 status. The PROs Elite nine step process will helpput you on the path and help get you the recognition and distinction you need to excel in the industry.To learn about PROS Elite 100, including the certification and selection process,contact the PROs Elite Team today.Contact The ProsJerry Newberry: 813.713.3592Jeff Kelly: 757.435.3752Steve Rolla: 410.446.3032www.beipros.comThe Ultimate Differentiator


COMPANY ON THE MOVE We Saw It In ENX Magazine AUGUST 2010COMPANY ON THE MOVE:BEI Pros’ PROS Elite 100How It BeganIn February of 2009, hard work and preparation came togetherfor Jerry Newberry and Jeff Kelly, the partners of BEI PROS asthey set out to enhance the value they offered their service consultingand training clients.“We have a combined experience of performing assessmentsand designing custom action plans for over 250 Dealerships,”said Kelly. “Each of them had similar issues with managingproductivity, critical expenses and setting expectations. Aftercompleting the first few On Site assessments, Jerry and I realizedthat all of these issues stem from a lack of training availableto service management and we began the development ofthe three day Advanced Service Management Training Programto elevate Service Manager skill sets. To date, over 300 ServiceManagers, VPs of Service and Presidents from over 200 dealershipshave attended the training. The demand for our trainingbecame so overwhelming that Jerry and I began a search for anadditional resource to help us meet the ever-growing requestsfor training slots.”“I had heard that Steve Rolla had left Global Imaging Systemsin January and Jeff and I started to recruit him immediately,”said Newberry. “Steve was one of the most successfulPresidents during my time at Global. His organization won thecoveted Chairman’s award and his company was the perennialprofit leader at 20% bottom line. Most importantly, Steve’sbackground was service. Steve led the nation’s largest independentdealer (A-Copy) for over 10 years setting the standardfor other companies to follow. In 1992, Steve and Tom Johnsonco-authored a manual on Service Operations that becameknown as the Service benchmarking model that all dealersstrive to achieve today. During one of our recruiting visits withhim, we asked Steve to review the results our consulting practicehad on our dealer clients. I have to admit we were surprisedby his comments.”“I told Jerry and Jeff that they had done an exceptional job ofworking with their dealer clients to achieve some of the bestlevel of service, productivity, and profitability results I had everseen,” said Rolla. “I then told them that they had only fixed halfof a dealer’s concerns when in fact they had the whole fix availablein my opinion. They had contributed millions of dollars totheir dealer clients’ bottom lines but had not translated theirdealer’s newfound service excellence into market growth dominance.They had in essence assisted in the development of thebest service organizations anywhere and to my way of thinkingit was being kept a secret. ““Back in March of 2009, Steve built a process whereby wecould use our expertise to identify the top 100 independent dealers’service organizations in the United States,” said Newberry.“We would also offer exclusivity by restricting the certificationprocess to the single dealership we select in each market. Localownership, local decision making authority, local warehousing,dispatch and administration were bare minimum criteria forselection. The most important criteria for achieving PROsELITE 100 certification is the on-site or remote assessment, thedevelopment of a customized action plan focused on putting theprocesses, accountability and measurement systems in placethat we know will result in the achievement of PROs benchmarkstandards, the completion of sales and service trainingcomponents and utilizing PROs proprietary PerformanceImprovement Virtual Operations Tool (PIVOT) to drive operationalperformance and profits to an elite level,” continuedNewberry.“No one in the industry has our experience of going in and outof over 200 companies, over the past 12 years, and driving operationalperformance and profits to benchmark performance orbetter. This gives our PROs Elite 100 program a level of substanceand proven systems that is unmatched in the industry andbrings great value to our Elite 100 Certification,” saidNewberry. Once a dealer achieves certification, we publishtheir accomplishment in National Industry Resources to drawout the nationwide significance of their achievement. We willalso assist in local marketing efforts with sales collaterals thatspeak to the dealer’s commitment to achieve PROs ELITE 100Status. Other collaterals will spell out for a customer just howimportant doing business with a PROs ELITE 100 organizationcan be for them. On the day of certification, the dealer receivesan extravagant award for display in their showroom and theiremployee organization is trained, on site, in elite customerskills. In addition the sales organization will be trained in theselling tactics utilized to sell this ultimate differentiator. Dealerprincipals of these Elite 100 will participate in best practiceseminars conducted throughout the country and have unlimitedaccess to the PROs team for guidance on all aspects of a dealer’soperation.“Our team of experts has a skill set that is unique to the industry,”said Newberry. “There is not another organization of individualsthat has the track record of success and the experiencelevel of maximizing operational performance and profitabilityin service. Global Imaging Systems was the most profitableconsolidator in the industry and my primary responsibility wasto go into all acquired companies and work with the managementteam to drive back end improvements which was a keycontributor to Global’s success.”The program received copyright approval in September 2009,assuring content protection from pretenders to the process andthe concept was announced at the CDA meeting in Cabo SanLucas on October 30 th . PROs Elite 100 is not only the first certificationprogram, it is the only certification program developedsolely to turn Dealer Service Excellence into the ultimatedifferentiator in the market and increase equipment sales.continued on 5446enx magazine


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SALES & MARKETING We Saw It In ENX Magazine AUGUST 2010HOW TO RECOGNIZE BUYING SIGNALSBy Ann BarrSometimes buying signals are so subtle they may not berecognized until it’s too late. Buying signs can show upwithin the first few minutes of a conversation; or theymay not emerge until the end of the telephone conversation ormeeting. In short, they can show up at any time. It’s up to thesales person to hone in on these signals so that s/he can adjustthe presentation accordingly and approach the close when it’smost appropriate to do so. Questions on turnaround time,installation, delivery, date or start of service, available features,expected results, product guarantees or installmentterms, all signal that you are closer to earning a sale.Other questions that a prospect may ask can be drawn frompast purchasing experiences. Those prospects who have hadbad experiences in the past with either a company or a productwill need to know that they are making the right purchasingdecision with you.7 Questions that could suggest a prospect’s interestto learn more or to buy• Are there any other styles or colors to choose from?• Do you offer financing?• Have you worked with othercompanies in my area?• Can I speak to one of yourcurrent customers?• What type of warranty comeswith this product?• Are there any other discounts available?• What sort of monthly installment can you offer me?Closing TimeLast week I spoke with someone who said: “I talk with a lotof prospects who listen to what I tell them about my productsand services and then say, “That sounds good,” then theydon’t buy. “That sounds good,” could be a definite buyingsignal. Unfortunately, the next words are sometimes: “But wedon’t need anything now.” Anyone who says “That soundsgood” could be a good prospect.After you hear “that sounds good,” use a direct close, like:“Can we write up the order now?” or - “How manywould you like today?”continued on 4948enx magazine


SALES & MARKETING We Saw It In ENX Magazine AUGUST 2010continued from 48The Put-OffIf they say: “That sounds good but we don’t need anythingnow,” that could be a put-off, or it could mean they reallydon’t need anything now.Used, New and RefurbishedCopiers. Parts and SuppliesGeneric or OEMIf you sell consumable products that are purchased on a regularbasis, it is worth your while to follow up on a consistentbasis. Things change, so it’s important to keep your foot inthe door.If you sell a one-time-only purchase, be sure to find out what’skeeping them from buying, if “it sounds good.” You don’twant to be stuck on the treadmill of constantly following upwith someone who is really not interested but doesn’t want tosay “no” to you.Questions to AskTo make sure you are not wasting your time (or theirs) – afterthe second or third telephone call:“Mr./Ms. Prospect, we’ve spoken several times, and youseem interested in (fill in with how they would benefit fromusing your products.) I want to be sure I’m not wastingyour time. Tell me, what is the probability we’ll be able towork together in the next month?”If s/he says “no probability,” that’s good. At least you havean answer and you can cross this contact off your prospectinglist and move on to the next prospect.If the answer gives you an indication that they really AREinterested, get a time commitment. Pin her/him down tothe next step.• “What do we need to do to move forward on this?”(Then, don’t say a word until the prospect answers you.)For some people, it is easier just to be polite to a sales person(not say “no”), and then go buy elsewhere. Maybe s/he isuncomfortable telling you “no” directly, or doesn’t want to getinvolved in a discussion.No Objections?Most serious buyers have a few questions or objections, so ifyou don’t hear any that is usually a sign they are really notinterested.uHablamos EspañolWe have 15 years experience in the copier export marketWe are located only 30 miles from the Port of MiamiSell us your excess oem supplies!!!Large Ricoh and Konica Minolta Inventory!!!Toll Free(800)960-1119 - Broward(954)978-2121Dade(305)751-7878 - FAX:(954)978-24123001 W. McNAB ROADPOMPANO BEACH, FL, 33069 - USAwww.intercomcopiers.com - sales@intercomcopiers.comWe Export Used Offset Presses WorldwideOver 25 years Experience Exporting EquipmentAnn Barr is a consultant and sales coach who has writteneight books on sales and marketing. You can sign up for Ann’sfree Weekly Sales Tips e-mailed newsletter at her web sitewww.annbarrblog.comContact: Jeter Spina - (954) 449-9002JeterSpina@americapressequipment.comenx magazine 49


SALES & MARKETING We Saw It In ENX Magazine AUGUST 2010PLEASE HELP!By Ronelle IngramMy apologies to 300+ friends and business associateswho received an email from a mischievous server inGermany that hijacked my email address book. I tooreceived and opened this email with the subject line: ‘Pleasehelp!’I quickly discovered that hundreds of people actually openedand read this fraudulent email which requested $3200 be sent tome to bail me out of a compromising situation. Supposedly Ihad lost my money, passport, cell phone and was stranded inMalaysia. I must admit, the plea was more realistic than theemail requests from a senior counsel general of a third worldcountry requesting assistance that will earn the recipient$10,000,000 in cash.At 4AM, on the morning the email was sent, I started gettingcalls at my home from my friends on the east coast.Intellectually my friends knew it was a hoax. Emotionally, theywanted to make sure I was all right. The calls and emails continuedfor more than two weeks.Lessons I learned from this mass email distribution:The majority of people who responded by email did so from amobile device. Emails are getting to the readers on an immediatebasis. Take one look at a group ofbusiness people with bowed headsand busy fingers and you know themobile device has an addictive holdon an ever-increasing percentage ofthe connected population.Another interesting aspect was the variety of comments Ireceived. The exact same email sent to everyone produced commentsof me getting arrested, mugged, and imprisoned inMalaysia, Singapore, Japan, Asia, China and Australia.Everyone got the amount of money requested, $3200, correct.Evidently, people focus and remember money more than locationsand situations.This entire episode reinforced the fact that email communicationand advertising is alive and well. A broad range of businesspeople, including a couple of OEM Presidents and other industryheavyweights actually opened, read and responded to me. Ifa malicious stranger from Germany can create a readable email,imagine what people from your own company can accomplish.Email, when managed properly, is a very cost-effective way tospread your message. Here is a refresher course of dos anddon’ts of business email.continued on 5150enx magazine


SALES & MARKETING We Saw It In ENX Magazine AUGUST 2010continued from 50Correct and current email addresses should be treated as smallpieces of gold. Seek, capture, record and use these individualthreads of useful information. Encourage all your employees towork to increase and share the email addresses in their databasewhile checking the appropriateness of the email list. Thisrequires both farming and weeding.Web sites and emails can be two of the strongest or weakestareas of your businesses expertise and are a direct reflection ofyour company. Before you start an email campaign, make sureyour Web site is up to date, visually appealing, provides appropriateinformation and displays an accurate representation ofyour company. Upon receiving a take-action-now email, thereader will often investigate your Web site first, and more customerswill probably visit your Web site than your showroom.Take some time to actually look at each page or link of yourWeb site. Is there out dated information? Are some of youroffered links no longer accessible? Are your most current productsbeing showcased? Are there photos and bios of your managementteam? Are your company address, phone numbers,email address, contact information and business hours easilyfound on line?Here is a list of guidelines to consider when using email as aneconomical marketing and advertising tool.• Systematically and continually collect email addresses ofyour current and prospective customers. Encourage employeesto gather businesses cards and forward email addressesfrom appropriate sources. Regularly add these addresses toyour email list.• Make your subject line short and accurate .• Have the outgoing email address identifiable as comingfrom your company or a specific person from your company• To avoid being diverted by scam filters, avoid using inyour subject or text of your document, ‘Discount, free, $$$,save’ or other suspect words.• Enable one click unsubscribe, and double click opt-in subscriptionprocess. This will protect your company legallyfrom being considered a spammer as well as maximize theprofessional business tenor of your communication withyour customers.• Consistency will strengthen your brand recognition andbuild up anticipation. Send your email messages at the sametime on the same day of the week / month.• Find a balance between familiarity and over-exposure.Consider whether a daily, weekly, monthly, or quarterlyemail is most appropriate for your business and audience.• Statistically, Tuesday or Wednesday will increase the frequencyof your correspondence being opened and read.• Hundreds of Low Meter -Demo Units Available• We Specialize in Ricoh, Canonand Everything In Between• Sophisticated Inventory Bar CodeScanning System To Ensure Accuracy• All Equipment Accurately Represented,Inspected and Tested• Fast Shipments and Great Freight Rates• We Carry Parts and Accessories forAll ManufacturersAndy BongarChatsworth, California888-423-2679818-999-1000abongar@copierpoint.com• Over 3600 Canon & 3200 RicohCopiers in Stock For Export• Worldwide Export Specialists• Experts at Loading Containers• Fast Turnaround Times For Your Orders• All containers fulfilled to exactcustomer specifications• Containers Shipped Daily• State Of The Art Brand New FacilityWith 14 Loading Docks• Highly Competitive Pricing~• Se Habla EspanolLarge Quantities of All Other Makes & Manufacturers Available!Jared ZanderDallas, Texas866-503-2679972-503-0100jzander@copierpoint.comInternational Copier Exchange, Inc.Worldwide Equipment DistributorsWe Are One of the LARGEST SUPPLIERSof CANON and RICOH Copiers in the U.S.ADomestic Sales Export Sales Why Choose ICE ?Marge DavisSt. Louis, Missouri800-933-2374314-770-1233mdavis@copierpoint.comwww.copierpoint.comGreg Zander - International SalesSe Habla Espanol ~ - Dallas, Texas866-503-2679972-503-0100gzander@copierpoint.com• Send specialized holiday messages a couple of days beforeor after the event. Holiday acknowledgements can add additionalinterest and relevancy to your message.• Tremendous Profit OpportunitiesOn Used Equipment• Extensive Inventory - Thousandsof Copiers per Month• Experienced and KnowledgeableSales Team• Package Pricing Available• Best Quality Control In theIndustry!• Your Satisfaction is"Our Business"Chris StancelIowa888-433-2679319-373-7100cstancel@copierpoint.comHylon AlfordDallas, Texas866-503-2679972-503-0100halford@copierpoint.com• When setting up a new requested subscriber, build immediatetrust with three communications: Automaticallyacknowledge and thank for a new subscription within onehour, send your most recent communication, e-newsletter orlink to a special offer with 24 hours, and follow up withinone week with one additional communication.• Create or buy a canned template with your logo, completecompany name, Web site, telephone number, email address,and unsubscribe link. Be professional by opening with a person’sname when using an email software package.• Short and informative messages have a better chance ofbeing read than long and involved communications.• Provide something worth reading such as useful information,a specially priced offer or business appropriate humoror trivia.• Track your list. How many are opened, bounced, respondedto, etc., and from there, refine your email list.• Offer an ‘email a friend’ link with emailed newsletters orother educational material. This will aid in the gathering ofnew email addresses. It is an excellent way to gain referredcontacts.continued on 69enx magazine51


®Average base pay, 2002-20102002 2004 2006200820092010$69,025 $69,220 $70,546$75,554$76,200$75,795Average base pay by job titleServiceManagerRegionalService ManagerOperationsManagerGeneralManagerVP of Service$67,008 $72,107 $78,765$78,991$82,10552 enx magazine


How many people doyou supervise?1-10 (23%)11-20 (22%)21-50 (20%)51-100 (18%)100-200 (7%)201-500 (10%)Percentage of respondentswho received bonuses ordirect cash rewards100%80%60%40%20%0%2002 2004 2006 2008 2010401(k) matchWhich job-relatedissues are mostimportant to you?Financial stability ofcompanyBase payBonus opportunitiesJob stability2010rank123452002rank1322120Want more? Visit CopierCareers.comfor the expanded version of this salarysurvey, featuring bonus graphs andadditional commentary.Copyright 2010, Copier Careers. All rights reserved.®enx magazine53


COMPANY ON THE MOVE We Saw It In ENX Magazine AUGUST 2010FREE Toner Cloth With Purchase !NEED PANASONIC,OEM, ORGENERIC SUPPLIES?WE HAVE THEM!Call Us Now!~Hablamos Espanol* Brother* Canon* Copystar* HP* Konica Minolta* Kyocera Mita* Muratec* Panasonic* Ricoh* Samsung* Sharp* Toshiba* Xerox“OMEGA PLUS”ph: 1-877-626-2676 fx: 562-663-9037email: ask@mambo-trading.comCopier Coin-op & Debit RFIDVendaCard Payment StationStarting At Only$495.00 For 8Vend PricesIncluding AFreeInterface CableAsk About The Free Debit VendaCard RFID Reader-Writer Exchange Program for Any Obsolete DebitMagnetic Stripe Card Reader – Writer!Sales@vendapin.com www.vendapin.comCall today Toll Free 1-866-374-9314!continued from 46BEI Pros’PROS Elite 100“We were pleasantly surprised by thereach of the initial announcement. Wehad 57 applications for selection in thefirst three weeks of November. InDecember, we selected 17 of these dealersto be part of the first wave of certifiedDealers. We are proud of the fact that theselection process for the initial group ofdealers had in it two International candidatesfurther expanding the significanceof this group,” said Kelly. The recognitionof the value of the program continuedin December when Kyocera MitaUSA agreed to allow their dealers to utilizeMDF programs to take advantage ofthe training programs in the PROs ELITE100 certification process.“With current economic conditions andthe negative impact it is having on sales,the stiff competition provided by themega dealers and others in the marketplace,we feel it is necessary to preparean Elite group of these Independents tofight them off using service as the ultimatedifferentiator, and make that offeringexclusive to them in their market,”said Newberry.“In every case, our consulting results hasmore than paid for the Certificationprocess, and still leaves enough behindfor a fancy European sports car,” saidNewberry. However, Rolla was quick toadd, “Any dealer that could not take themassive advantage of being recognizedas one of the Top 100 dealers in theUnited States, and be the only dealer inthat market eligible to be selected for thataward and turn that into one additionalequipment Sales a month should not eventhink about achieving PROs ELITE 100status. This is unquestionably a ServiceProgram that will result in equipmentSales.”Any Dealer Interested in learning moreabout the Selection Process may contact:Steve Rolla at Steve.Rolla@beipros.comJerry Newberry atJerry.newberry@beipros.comJeff Kelly at jeff.kelly@beipros.comor visit webiste www.BEIPROS.com u54enx magazine


SERVICE MANAGEMENT We Saw It In ENX Magazine AUGUST 2010PARTS FOR COPIERS & PRINTERSCANON, MITA, SHARP & HPSe Habla EspanolAll OEMParts and SuppliesAvailable!In Stock CALL NOW!Tel: 818-778-0100 Fax: 818-778-0101www.officeland.wsOFFICE LANDcontinued from 32EFFECTIVE PARTSINVENTORYMANAGEMENTtiple field service assignments.Mike advises companies on critical successfactors including target service metrics andgoals, performance management, technologyapplication, service growth strategies, andcompensation and incentives. In addition,Mike provides leadership and managementdevelopment training designed for the serviceprofessional. Mike can be reached atwoodard@strategydevelopment.org, or610.742.4701.The“no-bul”creditcardcopycontrolerfromJamexenx magazine 55


P roduct & Industry NewsDPI releases HP CP4025/4525 colors, Lexmark X-264/363/364 andHP 1202 MICR Compatibles.Direct Precise Imaging has added the compatible HP CP4025/4525 black and colors. In addition the HP P1505, HP P1006and HP P1202 MICR’s are available and the Lexmark X-264/363/463compatibles have been released. Last months releases were the Dell2335 compatibles. We are currently working on the compatible LexmarkE260/360/460, Lexmark T-650 and X-651, Dell 2330, Dell 5330 and HPCP-6015 Drum Units and hopefully these products should be releasedthis summer. DPI products are manufactured, tested and packed in theUSA and backed by superb technical support and customer service.DPI offers same day shipping, no minimum order requirements, blinddrop shipping is available and we have one of the largest selectionscompatible toner cartridges. Ask about our free shipping offer. Forfurther information and monthly specials visit our new website at www.directpreciseimaging.com or call (888) 376-7311. uWest Point Products Adds Two Cartridges To Its AgriTone PremiumReplacement Cartridge OfferingWashington, PA and Gananoque, ON: West Point Products,a leading provider of premium replacement imaging supplies andrelated products and services, has added two additional SKUs to itsline of AgriTone Premium Replacement Cartridges. AgriTonecartridges are powered by BioBlack, a bio-based toner with patentpendingprotection. The new cartridges are designed for use in the HPLaserJet 4000 series and HP LaserJet 4100 series of printers, and arereplacements for the high yield C4127X (LJ 4000) and C8061X (LJ 4100)monochrome toner cartridges. With the addition of these cartridges,AgriTone cartridges are now available for many of the most popularHP LaserJet printers, including the LJ 1000/1200 series, LJ 1010/1012series, LJ 1300 series, LJ 4000 sereis, LJ 4100 series, LJ 4200 series,LJ 4250/4350 series, and the LJ 4300/4345mfp series of printers.“We are proud to announce the addition of these twocartridges to our AgriTone product line,” said Joe Lucot, West PointProducts President, “The HP LaserJet 4000 and LaserJet 4100 are verypopular printers, and have a large installed-base despite the fact that HPhas replaced them in their product lineup. They are robust printers thatoffer great performance and value, making them perfect candidates tobe included in our AgriTone Premium Replacement Cartridge productoffering.”West Point Products produces its AgriTone PremiumReplacement Cartridges in its Valley Grove, WV production facility, andtests them according to STMC testing protocols. The AgriTone HPLaserJet 4000 and 4100 cartridges have passed the company’s rigorousperformance tests and are guaranteed to perform like the OEM whileoffering considerable environmental benefits. AgriTone cartridgesare powered by BioBlack, a bio-based toner composed in part of biobasedcontent.West Point Products is one of North America’s largest remanufacturers,and is a part of one of the world’s largest collectors of toner andink cartridges, as well as small electronics like cell phones andPDAs, collecting more than 2 million units per month. The companyis committed to innovative recycling solutions and closed-loopremanufacturing processes, resulting in high-quality products that makea positive difference to the environment.“By its nature, remanufacturing is an environmentally-friendlyindustry, and we are proud to be at the forefront of that environmentalinitiative. Our line of AgriTone premium replacement cartridges holdsmany benefits, from reducing the dependence on petroleum by makinguse of renewable resources, to supporting local agricultural initiatives.We are proud of AgriTone. It fits perfectly with our commitment to ourcustomers, and to the environment,” added Tom Day, CEO. uSouthWare Announces Integration with FM Audit’s Managed PrintsServicesJuly 7, 2010 – AUBURN, AL – SouthWare Innovations, Inc.,a leading provider of integrated business and financial managementsoftware, announced today it has added a new remote meter readingintegration to the company’s Service Management software. Throughan interface with FMAudit, a leading software application for online printmanagement of office equipment, SouthWare’s Service Managementsoftware will automatically receive and process meter readings gatheredby the FMAudit Managed Print Services application.“Automated meter processing streamlines operations andincreases productivity,” said James Clemens, president of SouthWare.“Integrating this function with SouthWare Service Management simplifiesthe process for our document imaging clients even more and creates anextraordinary reduction in overhead. This integration empowers both ourclients and their customers to fully realize the benefits of managed printservices.”In the new system integration, equipment data is collected byFMAudit and exported to SouthWare’s Service Management module.The SouthWare interface reads the data and cross-references againstthe client’s equipment and contracts. The interface between the softwaresystems is seamless. Learn more at www.SouthWare.com. Learn more atwww.FMAudit.com. uMWA Intelligence, Inc. Hosts Industry First Hybrid Dealer Summit!“Showcasing Intel, RIM, Photizo, EFI, Drivve Technologies, DigitalGateway, ECI and more!”Scottsdale, AZ. – July 15, 2010 – MWA Intelligence, Inc.(MWAi), a leader in enterprise-class M2M (machine-to-machine) andM2P (machine-to-people) solutions and services, today announced theywill be hosting an exclusive one time only event, The Hybrid DealerSummit!The two day program will focus on key business areas thatwill provide dealers with literal opportunities to improve their bottom linethrough a greater array of technology via software, service, devicemanagement and MPS growth. It will balance tomorrow’s technologyapplied today, with very real monetary returns. This Summit is all aboutdelivering information a dealer can make money with that cannot befound anywhere else!The Hybrid Dealer Summit will take place at the ScottsdaleFairmont Princess on August 18-19, 2010. Dealers and Partners from allover the world will be travelling to Scottsdale, Arizona to see what MWAihas in store for them. This is a very exciting event designed to continue toposition MWAi as the leader in the industry and the agenda is a reflectionof their commitment to the future.Some of the most prestigious partners and customers in theworld will be joining MWAi at the Hybrid Dealer Summit. There will bespeakers from every important sector, current and new technology,enduser presentations for MPS, developer initiatives, distributionexperiences, improved service software for call avoidance and more.Some of the partners/speakers included are Intel, RIM, DLL, PhotizoGroup,Sostilio & Associates, Greyrock Capital, Nationwide Insurance,Amtek, Digital Gateway, ECi, PWG, Drivve,EFI, and some greatmanufacturers!“We are fortunate to have collected a uniquely talented groupof industry veterans to present new technologies, improved businessmodels and a great deal of end-user input”, says Mike Stramaglio,President and CEO of MWA Intelligence, Inc. “This is a wonderfulopportunity MWAi is orchestrating for ‘the best of the best’. Our goal is toassist dealers in this time of great change. When they are successful weare successful! “ For more information please visit www.mwaintelligence.com. uPrinter Essentials Named Exclusive Distributor of SoyPrintCartridgesTonerJuly 2010 | Reno, NV – Printer Essentials, Inc, a directimporter and wholesaler of high quality compatible imaging suppliesannounced it has become the exclusive U.S. distributor for SoyPrint tonercartridges. This new distribution partnership gives dealers and resellersacross America access to the market’s broadest line of bio-based lasercartridges. SoyPrint cartridges use toner derived from soybean oil inplace of petroleum and are a product of Print Recovery Concepts, basedin Maine. Printer Essentials has 30 different SoyPrint cartridge models instock and ready to ship from its Memphis, TN distribution center.“SoyPrint has been pioneering this new technology since late2008 and it’s a perfect fit for our dealers and resellers who want to offercustomers an even ‘greener’ cartridge solution,” said Dana Valley, VicePresident of Sales. “SoyPrint has also recently announced the expected2010 introduction of a new generation of toner, made in the United Statesto be used in its U.S.-made cartridges and from U.S. grown soybeans.We are very excited to provide our dealers and resellers with yet anotherproduct offering to meet the demands of their environmentally consciouscustomers.”Rick Greenlaw, Vice President of Marketing for SoyPrint saidthe company is near completion of the much-anticipated 2nd generationof soy based toner. He announced the resin for the new toner has beenTM56 enx magazine


P roduct & Industry Newstested by Beta Labs, and a bio content of 100% has been certified.Greenlaw reports this is the highest resin bio-content in the industry. “Inthe final toner mix, the non-oil ingredients will reduce the final bio contentbut it is expected to exceed that of all other brands”, Greenlaw said.Greenlaw also said SoyPrint cartridges are no more expensivethan HP OEM models, and often are cheaper. He reported manycolleges, banks and businesses use them today. Greenlaw said SoyPrintcartridges will be available for other printer brands later this year andfor color in 2011. SoyPrint is endorsed and sponsored by the IndianaSoybean Alliance. Dealers and resellers may request more informationon SoyPrint toner cartridges by calling the Printer Essentials Sales Teamtoll free at 1-800-965-1180, or by visiting www.soyprint.net. Order onlineat www.printeressentials.com. uUninet Absolute Black Toner & Components for the Samsung SCX-5835 MFPLos Angeles, CA - UniNet announces the launchof Absolute BLACK® toners, drum, Smartchip and keycomponents qualified to use in the Samsung SCX-5835MFP series.The Samsung’s SCX-5635 and SCX-5835 laser monochromebased MFPs both utilize a 35 ppm engine printing at 600 x 600 dpi andincludes printing/copying/scanning and faxing functions. Rated at 80,000page monthly duty cycle, these Work Group MFPs also features a 50page Automatic Document Feeder, duplex functionality and direct printingfrom a USB port. The SCX-5835 includes some additional upgradefeatures, such as a hard disk drive and a 7” color touch screen. Tonercartridges come in both a 4,000 page and 10,000 page versions. Forfurther information, please contact UniNet at + 1 (424) 675-3300 or visitwww.uninetimaging.com. uMetrofuser Named to INC Magazine “Americas Fastest GrowingPrivate Companies” 3 Years in a RowROSELLE NJ, July 9th , 2010 -- Inc. magazine today rankedMetrofuser (www.metrofuser.com) in its annual Inc. 500/5000, anexclusive ranking of the nation’s fastest-growing private companies.The list represents the most comprehensive look at the most importantsegment of the economy—America’s independent-minded entrepreneurs.This honor marks the third year in a row that Metrofuser hasbeen acknowledged by the magazine for its consistently rapid revenuegrowth. “This is all the more remarkable given the recent state of theeconomy,” said William DeMuth, Chief Operating Officer. “Our peoplehave worked hard to develop value-added services and the exceptionalquality our customers have grown to expect.”“Between opening up a West Coast Distribution facility, addingprinter repair training and remanufactured printers and continuing to beahead of the curve in product development, we’ve managed to continuegrowing in an unfriendly economic climate,” said Eric Katz, Metrofuser’sChief Financial Officer. “To be recognized in consecutive years is a greataccomplishment.”Metrofuser remanufactures and distributes laser printer parts,remanufactured printers and offers service training for HP, Lexmark andCanon laser printers. The company offers a broad array of laser printerproducts from its Eastern and Western distribution hubs including fusers,maintenance kits, boards, and paper handling assemblies.With this accomplishment, Metrofuser joins the rarifiedcompany of enterprises who have appeared on the list multiple times,many of which have grown to become national icons. The 2010 Inc.5000, unveiled, serves as a unique report card on the U.S. economy.Despite the ongoing recession. Making the list perhaps the best exampleof the impact private, fast-growing companies can have on the economy.For more information, visit http:/www.metrofuser.com. uStrategy Development to Conduct Award Winning BTA ServiceManagement University in Denver Training Your Team forSustainable ResultsBryn Mawr, PA, July 8, 2010 - Strategy Development, amanagement consulting and advanced sales training firm, is conductingBTA Service Management University (SMU), a two-day class in Denver,CO on August 17-18, 2010.Designed specifically for service leadership (vice president,director, service manager, or service supervisor), learn how to set prices,properly manage parts, and develop and deploy employees in order toachieve sustainable margins of over 52 percent. Effectively communicatewith other departments, interpret reports, and utilize data to develop andexecute plans. Industry veteran, Mike Woodard, a service consultantwith Strategy Development, leads the course.Attendees will learn skills to assess the service department’sstrengths and weaknesses; develop specific actionable plans to addressareas of opportunity; execute action items to drive sustained profitabilityand quality customer service; instill ownership and accountabilityfor desired results; and successfully deliver profitable service in theManaged Print Services (MPS) world.Ken Staubitz, Director of Service, Modern Office Methods,Cincinnati, OH, said “Mike is able to provide specific and provenroad maps that are unlike any other training in the industry. StrategyDevelopment’s training and insight has helped our organization achieveresults consistently above industry benchmarks.”Don Katalenas, VP of Service, Perry Corp, Lima, OH, had thisto say about the course: “Mike’s willingness to share real world solutionsand materials will certainly help in our efforts to continuously pursueimprovement and strive for excellence. I think it was a great experiencefor my team and has their juices flowing on how we can become better.”BTA Service Management University provides anunderstanding of how to improve profitability; manage a service P&L;price aftermarket; manage and develop an efficient of the team; andeffectively service Managed Print Services agreements. For moreinformation, or to register for this class, please visit www.bta.org. Clickon the Education & Certification link, then select BTA SMU University. uGreen Project, Inc. adds Remanufactured Epson E-T0981 andE-T099 series to Product LineHacienda Heights, CA – Green Project, Inc. has addedremanufactured Epson E-T0981 and E-T0992 series to their product line.After extensive research and testing Green Project has remanufacturedthe Epson 98 and the Epson 99’s that are compatible with the followingprinters: Epson Artisan 700, 710, and 800.Green Project, Inc.’s goal when developing their inks andtoners is to provide the same, if not better quality as OEM units whilemaintaining minimal productions costs. “It is no surprise that duringthese times consumers are seeking environmentally sound and costsaving alternatives. The remanufactured Epsons were developed tomeet OEM standards and be sold at a fraction of OEM costs, they’re printquality is flawless,” explains president, Joseph Wu.Green Project, Inc. is a leading manufacturer andremanufacturer of inkjet and toner cartridges and provides a free fromdefect guarantee on all their products. The factory is ISO-9001 and ISO-14001 certified, with goals set to meet customer needs and standards.Contact Green Project, Inc, Ph: 626-961-2688.uBarrister Global Services Network A Popular IT Service ProviderAdds 20 Counties to Coverage AreaHammond, La. July 20, 2010—Barrister Global ServicesNetwork expands their service coverage area into twenty countriesacross Europe, Asia, South American and Africa.As of May 1, Barrister Global Services Network beganproviding services to large industrial corporations in Austria, Belgium,Brazil, Bulgaria, Czech Republic, Dubai, France, Germany, Greece,Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal,Spain, Switzerland, South Africa, and the United Kingdom.Barrister’s first international contract prompted the companyto train more technicians in more counties in order to offer competitiveand compelling services. The company manages over 15,000 certifiedtechnicians through advanced web-based systems, delivering on-siteservice in the countries list above.Barrister was recently placed on Inc 500’s list of the FastestGrowing Private Companies of 2009. Also, Barrister is the largestwoman-owned computer services company in the United States.“We are enthusiastic about expanding internationally,” saidDebra Bowers, the CEO of Barrister. “Barrister can offer superiortechnical service and support and offer a reliable, simple and affordablesolution to industries worldwide.”Barrister Global Services Network is a premier provider ofmulti-vendor IT services and the oldest and largest woman-ownedcomputer service company in the United States. It offers expertise intechnical support, service call management, logistics, help desk andcustomer care services. For additional information on the information inthis release, contact Jessica Lacy: jlacy@barrister.com. uTo Read the complete unedited versions of Press Releases submittedeach month, please visit www.enxmag.com. uenx magazine57


Display Advertiser IndexAugust 2010ACM 03Authorized National Copystar, KonicaMinolta & Toshiba Distributor for Copiers,Printers, Faxes, Supplies and PartsPhone: 800-722-7745Fax: 800-767-9722askacm@acmtech.comwww.acmtech.comAll Leasing Services 33Repo/Offlease Copiers, Printers and FaxesPhone: 949-727-3750Fax: 949-727-3850www.alscopiers.comAnn Barr - Selling Supplies 67Phone: 757-463-0924annbarr3@cox.netwww.sellingsupplies.comArlington 43800-887-3040/847-689-1616 FAXwww.arli.comBarrister 68Phone: 877-518-3405sales@barrister.comwww.barrister.comBEI Pros 45An Innovative Service Consultant& Training Groupwww.beipros.comjerry.newberry@beipros.comBEI Services 06Phone: 307-587-8446sales@beiservices.comwww.beiservices.comBonvivant 37Phone: 800-628-6326Fax: 818-727-0640sales@bonvivant-inc.comwww.bonimaging.comCarolina Wholesale 25www.cwholesale.comCollins Distributing 24Phone: 800-727-0884Fax: 901-396-8614sales@collinsdistributing.comwww.CollinsDistributing.comCopier Careers 71Copier Employment PlacementPhone: 888-733-4868Fax: 800-464-3434mail@copiercareers.comCopier Clearance Center 42Buy & Sell New and Used CopiersPhone: 800-393-6355Fax: 916-617-2742copyclear@direcway.comCopier Network 12Coast to Coast Service ExtensiveCanon and Ricoh SelectionPhone: (510) 746-2080www.copiernetwork.comsales@copiernetwork.comDatabazaar.com 28Cartridge, toner and print suppliesPhone: 888-335-3282corpsales@databazaar.comDigital Gateway 21Phone: 1-866-342-8392www.digitalgateway.comDocuWare Corporation 20Phone: 888-565-5907dwsales@docuware.comwww.docuware.comDPI 63Direct Precise ImagingPhone: 888-376-7311www.directpreciseimaging.comElectronic Business Machines 69Copiers/Printers Parts & SuppliesPhone: 800-832-6522Fax: 859-281-6328www.ebmky.comEscalera 68Copier Moving DevicesPhone: 800-622-1359Phone: 530-673-6318Fax: 530-673-6376www.escalera.comExpress Sales Corp 47Phone: 877-777-5001www.escorp.bizFMAudit 02Remote meter reading andManaged Print Serviceswww.fmaudit.comFrontier Imaging 36Distributor of Copier, Printer & Fax SuppliesPhone: 888-530-8811Fax: 310-898-2788www.frontierimaging.comGreater Philadelphia Equipment Co. 23Copiers, Accessories, Fax Options & PrintControllersPhone: 215-788-7111Fax: 215-788-4445gpec1@verizon.comI.C.E. International Copier Exchange 51Wholesaler of CopiersPhone: 888-423-2679www.copierpoint.comIDS-International Digital Solutions 19Authorized Toshiba Distributor for Copiers,Printers, Fax OEM Parts & SuppliesPhone: 888-372-3700Fax: 562-921-1167suzannecarter@idswc.comIkamelo TESEN USA 48*Manufacturer & Factory Direct Wholesalersof Ink & Toner Supplies ,*AuthorizedPhiliips Bluray Distribution Partner,*New/Refurbished HDTV’sPhone: 713-532-8889 USAPhone: 830-44-TESENsales.us@ikamelo.comwww.ikamelo.comIkop Automation, Inc. 27Authorized National Ricoh, & SamsungDistributor for Equipment, Parts, & Supply888-944-7670/ 562-944-8888 Faxinfo@ikopimage.comwww.ikopautomationinc.comImpact Technology 38Off Lease & Export CopiersPhone: 866-848-4900www.offleasecopiers.comIntercom Exporting Inc 49Minolta Copiers, Parts and SuppliesPhone: 800-960-1119Fax: 954-978-2412Industry Analysts Inc. 67Product Testing SpecialistsPhone: 585-232-1119Fax: 585-454-5760www.indystryanalysts.comJamex 55Copier/Printer/FaxVending ApplicationsPhone: 800-289-6550Fax: 607-533-8809www.jamexvending.com58 enx magazine


Laser Pros International 73Phone: 888-558-5277www.LaserPros.comMambo Trading 54Distributor of Copier, Printer, & Faxparts and supplies.Phone: 877-626-2676Fax: 562-663-9037ask@mambo-trading.comMars International 11Wholesaler of Pre-Owned CopiersPhone: 866-866-MARSFax: 973-777-5889www.marsintl.comMidwest Copier Exchange 41Used Copier WholesalerPhone: 800-863-3693www.midwestcopier.comMSE 04Phone: 800-418-4968 (US-East Coast)Phone: 888-561-4541 (Canada)Phone: +31-36-522-2601 (Europe)www.mse.comMWA Intelligence, Inc. 08Phone: 800-275-2371sales@mwaintel.comwww.mwaintel.comNation Wide Repair Service 69Complete Office Equipment Repair ServicePhone: 866-655-8676Tech Support: 800-798-1814www.nwrsinc.comNiche Equipment 34Office Machines & Supplies DistributorPhone: 630-629-9220Phone:877-446-4243Fax: 630-629-6790www.nichee.netNuWorld Business Systems 14 - 18Copier, Printer, Fax & BusinessMachine SuppliesPhone: 800-729-8320Fax: 562-921-4055info@nuworldinc.comwww.nuworldinc.comOES Solutions 29Distributor of Copiers, Copier Parts,and SuppliesPhone: 317-867-4999Fax: 317-867-4920info@ oes-solutions.comwww.oes-solutions.comOffice Land 55OEM Parts for Copiers and PrintersPhone: 818-778-0100Fax: 818-778-0101www.officeland.wsOki Data 05OKI Printing Solutionswww.okidata.comParrot Distributing 13Authorized Panasonic Panaboards andPrinters Wholesale DistributorPhone: 800-451-3336Fax: 423-855-1434www.parrotdistributing.comPrecision Roller 75Phone: 800-323-9523Fax: 800-832-4548www.precisionroller.comPrinko 34Factory Direct Wholesaler in USAUSAPhone: 626-300-8148Fax: 626-300/8149sales@prinko.cnhttp://www.prinko.cnChinaPhone: 86-756-8526991 / 8529662Fax: 86-756-8526993sales@zhprinko.cnhttp://www.zhprinko.cnPrinter Essentials 74Remanufacturer of Compatible Copier,Printer, and Fax Supplies.Phone: 800-965-1180Fax: 775-850-2630www.printeressentials.comReChina Asia Expo 72Dec 2-4, 2009Shanghai, Chinainfo@rechinaexpo.com.cnwww.rechinaexpo.com.cnRemaxChina 64-65September 26-28, 2010Zhuhai, Chinawww.visitremax.comRoss International 11Buy and Sell Used CopiersPhone: 800-240-7677Fax: 973-473-8800www.ross-international.comSupplies Network 31Wholesaler of Imaging andComputer SuppliesPhone: 800-729-9300www.supliesnetwork/welcomeTesen Printout Device Co., LTD. 55Phone: (86-760) 8862-9028 / 8862-9038Fax: (86-760) 8862-9068www.tesen.com.cnsales@tesen.com.cnToshiba 76Copier / Print ManufacturerPhone: 800-GO TOSHIBAwww.toshiba.comUninet 09 & 61www.ininetimaging.comUnited Supply 33Wholesaler of OEMImaging SuppliesPhone: 866-212-5884Fax: 818-885-0511sales@unitedsupply.comVendapin LLC 54Copier/Printer/FaxVending Applications,Credit Card/Coin-OpPayment StationsPhone: 866-374-9314sales@vendapin.comwww.vendapin.comWal Group, LLC 39Factory Direct Wholesalerof Premium Laser Toner CartridgesPhone: 877-368-7788Fax: 626-336-7077sales@walgroupllc.comWest Point Products 07Phone: 1-800-624-6991 USAPhone: 1-800-338-2274 Canadawww.westpointproducts.comZiprint Image 50Phone: 909-869-0730Fax: 909-869-0736sales@ziprintimage.comenx magazine59


QUALITY BUSINESS INC.We Carry Konica/Minolta and Ricoh/SavinWholesaler Exporter ofCopiers, Bulk Toner& Finish Products(Cartridges)Tel: 847-238-0700 • Fax: 847-238-9733Email: qbsinc@hotmail.com2455 American Lane • Elk Grove Village, IL 60007www.qualitybusiness.netOver 500ItemsDiscountedAccurate ImportsNational Importer• Sporting• Tools Pouches• Gardening• Safety Supplies• Knives & Morewww.a-import.netCall for Details 800-662-3028 • Local 361-937-2800CartridgeWarehouseInternational, Inc.OEM, Compatible& Remanufactured310-230-0411877-687-2376sales@cwitoner.comALLMakes& ModelsDon’t Get Stung ByThe Competition!• Toners• Inkjets• Laserjets• Drums• MICR’s• Developers• Ribbons• Copy Cartridges• All Makes & Modelswww.cwitoner.comTMMethuselah brandDrum Padding PowderLasts 8,000 pages (pat. 5,308,515)Order On-line: www.LaserLandUS.comwww.mruserfriendly.comToll Free: 800-608-6637 248-738-5800Fax: 800-866-3760 248-738-5801LaserLandYour One Source for HP and Lexmark Printers and Printer Parts.HP 4515tn NEW PrinterHP and Lexmark$1750Fusers, andHP 3800 Refurb Printer Maintenance Kits$395OEM, 3 rd Party andHP 4650 Refurb Printer Refurb$339mruserfriendly@comcast.netHP 4700dn Refurb Printer$875Register for a resale accountonline: accutekimaging.comCall toll free (800) 218-9222 3957 Schaefer Ave.Phone: (909) 628-8300 Chino, CA 91710Fax: (909) 628-8533 Email: sales@accutekimaging.com60 enx magazineBUSINESS CARD DIRECTORYENX MAGAZINE 2029 PO Box Verdugo 2240 Suite Blvd., 729, PMB Toluca 159, Lake, Montrose, CA 91610CA 91020PH: 405-912-1700Fax: 405-912-1900


Let Us Turn YourOverstock IntoWe are the BIGGEST Independent Reseller of KONICA MINOLTA Machine ConsumablesAsk For Bob.COMEscaleraCopyCaddyThe Escalera CopyCaddy is theone tool you can not be withoutwhen moving and delivering copymachines. Using the EscaleraCopyCaddy, one person can easilyhandle most console copiers.View the demonstration video online atwww.escalera.com/copycaddyFEATURES:• Light-weight customaluminum extrusion design• Padded surface protects thecopy machine.• Height adjustable safety strap• Removable all-terrain wheels• It’s a delivery cart and a ramp• 600 pound capacity• 2 deck sizes available:30”L x 24.75”W30”L x 32”W• Optional 10” extension leafincreases deck length to 40”Escalera, Inc. Phone: 530-673-6318 Toll Free: 800-622-1359 info@escalera.comWE BUYALL BRANDSOF SUPPLIES!Phone: 408-225-5410Fax: 408-225-5582Ask For BobWe Buy Supplies For Copiers,Printers & Fax MachinesCome Visit ENX• Toner• Imaging Units• Developers• Transfer Belts• Drums• Drum Blades• Fuser Rollers• PM Kits• All Consumable• Suppliesat RemaxAsia Pacific 2010in Zhuhai, ChinaOver 34,000 Copies distributed Monthly!Place your ad today in the upcoming issues!Call ENX Magazine Today: 818-550-7547303-465-3134(employment section)BUSINESS CARD DIRECTORYIs Now HiringExperienced Area Sales Manager, Copier Supplies• High earning potential working from our Hawthorne/LAX,CA headquarters.• Must be a sales driven professional who is able to workindependently covering a large territory.• Experience in selling products to OEMs and/or independentcopier dealers.• Ability to strategize from concept to execution of business &marketing plan for new business development.• Strong experience in the MPS and copier supplies industry required.Sales Executives in our USA and InternationalSales Group for the MPS and Copier Supplies Industry• High earning potential working from our Hawthorne/LAX,CA sales department.• Must be a sales driven professional who is able to workindependently.• Should have strong negotiation and interpersonal skills.• Able to sell technical products that require educating new andexisting customers.• Experience in MPS and copier supplies industry required.For a more detailed job description please visitPlease send resumes to Jobs@uninetimaging.comENX MAGAZINE 2029 PO Box Verdugo 2240 Suite Blvd., 729, PMB Toluca 159, Lake, Montrose, CA 91610CA 91020enx magazine61


Calendar of Industry Events & Trade ShowsComptia Breakaway 2010San Antonio, TexasAugust 9-12, 2010www.comptia.org/breakawayArchive / Records DC 2010Marriot Wardman ParkWashington, DCAugust 10 - 15, 2010www.archivist.orgNIRMA 2010 InformationManagement ConferenceJW Marriot Resort and SpaAugust 15 - 18, 2010Summerlin, NVwww.nirma.org2010 Asian MPS ConferenceSingapore, SingaporeSeptember 2-3, 2010www.MPSCONFERENCE.comDISKCONSanta Clara, CASeptember 9 - 10, 2010www.idema.org2010 Conference onCounterfeiting hostedby Imaging SuppliesCoalition (ISC)Biscayne Bay MarriotHotel and MarinaMiami, FloridaSeptember 19-21, 2010isc-inc.org15th InternationalCoating Science andTechnology SymposiumCrowne Plaza St. PaulRiverfront HotelSt. Paul, MinnesotaSeptember 12 - 15, 2010www.iscst.orgE-Scrap 2010 ConferenceNew Orleans, LASeptember 29 - 30, 2010www.e-scrapconference.comARIN XXVIAtlanta, GAOctober 6 - 8, 2010www.arin.netAIIM DocumentManagement ServiceProviders Executive ForumNovember 4 -6, 2010Nashville, TNwww.aiim.orgARMA 2010Moscone WestConvention CenterSan Fransisco, CANovember 7 - 10, 2010Booth 822www.arma.comDMS Expo 2010Koelnmesse Event CenterCologne, GermanyNovember 9 - 11, 2010www.dmsexpo.com2010 EuropeanMPS ConferenceHotel Rey Juan CarlosBarcelona, SpainNovember 10-12, 2010www.MPSCONFERENCE.comEmail ENX with your CalendarEvents at: enx@pacbell.netENX Magazine34,000 Copies Distributed MonthlyPlace Your Ad Today!818-505-0022Toner King LLC.Monthly SpecialColor Laser Toner CartridgeYKCSALEYKC, Inc.One Broad Ave #1Fairview, NJ 07022WholesalePricesBrother TN04........................... $120 per setRicoh SPC210SF..................... $120 per setRicoh CL1000N....................... $120 per setKonica 1600w.......................... $130 per setFuser Unit/Transfer beltBrother HL4040CN LR1962001................................................................. $80.00Brother 5370DW........................................................................................ $80.00Samsung 610/ 660 JC96-04544A............................................................. $100.00Samsung 610/ 660 CLP-T660B/CLP-T660A............................................. $100.001010 E Elizabeth Ave • Linden NJ 07036 • Please email me for a price listTel: 908-587-1128 • Fax: 908-587-1138 • tonerkingllc@cs.comBUSINESS CARD DIRECTORYLooking forUsed CopiersUsed KIP, Any WideformatsUsed Copiers: Konica, Canon,Toshiba, Ricoh CopiersC 2009 Asay Media Networkwww.ykcinc.comOver 500 Items DiscountedHuge Dealer DiscountsLaser Toner CartridgeHP Q2612X.......................HP Q5949A.......................HP C4127X.......................HP C8061X.......................Canon FX3........................Hot Sale OEM ProductBrother TN100................Brother PC91..................Hela Changherazus33@hotmail.comPhone: 201-313-0055Fax: 201-313-0077Accurate ImportsSporting • Tools Pouches • GardeningSafety Supplies • Knives & Morewww.a-import.comWholesalePrices$13.50$17.00$13.00$13.00$ 9.00$3.00$8.00Call for Details 800-662-0810 • Local 361-547-790062 enx magazineENX MAGAZINE 2029 PO Box Verdugo 2240 Suite Blvd., 729, PMB Toluca 159, Lake, Montrose, CA 91610CA 91020enx magazine62


EMPTIES FOR SALEEMPTIESCollecting empties directlyfrom end users since 2002.Kindly contact us to receive ourunique empty inventory updates.Visit our ebay store:Imagine Ink and TonerWe look forward to working withyou and earning your business!Inkjets Toner Drums FusersCarlie@ImagineRecycling.comPhone:585-872-5802Fax:585-872-1257Fax & Copier Parts for SaleFax & Copier Parts for Salewww.copierpartsstore.comNew Website For DealersBrought to you byWorld of FaxComplete Line of Parts forOrder by part number. Allitems listed by part numberand descriptionPrint ManagementConsistently Delivers High QualityTonerCall Us For Daily Specials1-888-376-7311Ask About Our Free Shipping Offer!www.directpreciseimaging.comTo Be Released - Call for AvailabilityCompatiblesTHE COLOR SPECIALIST• HP 1102/1006/1505 MICR................. in Stock• HP 1215 / 1518 Colors......................... $34.99 ea.• HP 2025 Black & Colors....................... $45.99 ea.• HP 3525 Black & Colors....................... In Stock• HP 4525 Black & Colors....................... In Stock• HP 4700 Black & Color......................... $64.99 ea.• HP CP6015 Colors................................. In Stock• HP P1102 (CE285a)............................... $39.99• Canon 111/116/117/118.................... In Stock• Dell 2145 Colors.................................... In Stock• Dell 2335................................................. In Stock• Dell 3110 or 3130 Blk & Colors......... In Stock• Lexmark X264/364/363...................... In Stock• Lexmark C780/82.................................. In Stock• Phaser 6180 or 6280 Blk & Colors... In Stock• Lexmark E-260/E-360/E-460• Dell 2330• Lexmark T-650• Dell 5330Worldoffax.comFax, Copier & Laser Printer PartsFor Sale All Brands ForWorldoffax.comFax, Copier & Printer Parts SpecialistFuser Units, Circuit Boards, Feed Tires, SeparatorPads, Phone Boards , Scanners, Parts & ServiceManuals, Cassettes, Trays, Fuser Rollers, FixingAssemblies Or Any Misc. Parts.Visit ENXatRemaxAsiainZhuhai, ChinaStop by for aFree Issue ofENX Magazine!The Easy to Use, Cost EffectivePrint Monitoring SolutionWhether you need an initial audit or an easy touse remote monitoring solution, PrintAvant hasall of the pieces. Each piece is easy to use andcost effective. You locally host the data toenhance data security and provide easy access.Plus, the data can be exported for use inother programs.Contact us to learn how PrintAvant can providethe pieces you need to help you succeed!info@printavant.comCall 208.375.0475for information on our trial offer.Place Your Ad Today!818-550-7547Fax & Copier Parts for SaleWorldoffax.comStock XeroxFax, Copiers & Printer Parts - All ModelsXerox Fuser Units, Toner,Copy Cartridges, Feed Tires,Separator Pads, Boards, Trays& All PartsWe Stock Every Model Of FaxMachine, Copier & Laser PrinterParts Including Workcentre,XC, XD, XE, XL, Phaser, N Series,DC Series, Copy Centre Series.Made In The U.S.A. Since 1994Canon Drum UnitsWE BUY USED EMPTIES• IR 2200/2800/3300• IR 2270/3570/4570• IR 330/400• IR 3200/3220Culver Enterprises LLCphone 405-912-1700 • fax 405-912-1900Se Habla EspañolVendemos Copiadoras Xerox yOce para officina o imprentas6 S. Spring Street, Roselle, IL 60172www.ZeaportEquipment.comPh:630-893-0545 • Fx:630-894-9421 • 800-392-5918NO MINIMUM ORDERMICR AVAILABLEBLIND DROP SHIPPINGNEWEST RELEASES• High Quality Digital Multifunction Copiers(Copy, Print, Scan, and/or E-Mail)• From Low Volume to High Volume Machines• Wide Format Engineering/Blueprint Equipment• We Export WorldwideSales • Service • Supplies • PartsRetail/Wholesale-Domestic/ExportENX BUSINESS CLASSIFIED CARD DIRECTORYStart Saving Today!We Pay CashNot CreditENX MAGAZINE 2029 PO Box Verdugo 2240 Suite Blvd., 729, PMB Toluca 159, Lake, Montrose, CA 91610CA 91020enx magazine63


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TECHNICAL TIPS SERVICE & PARTS DIRECTORY AUGUST 2010THE NEXT WAVE: New Xerox Models Follow TheirPredecessors CloselyBy Britt HorvatNewComers to the C35 style, DC250 style, 4150 style & 7132 styleIn recent months, Xerox® has released a whole bunch ofnew models to their line, many of which turn out to bepleasantly familiar. There are differences, of course, so itmay benefit you to have some tidbits about what remains thesame and what has changed. We’ll discuss them one “style” ata time.The first “style,” or family of machines of interest, is whatwe’ve been calling the “C35 style.” This series is proving tohave more staying power than any other in Xerox’s history.There are nearly 50 models in this style, which showed uproughly speaking in 5 waves (including the newest wave).Below is a list of the models arranged by “Waves.” Each wavehas a group name that makes it easier to refer to them later.• Wave 1: (DC535 group) : (DocumentCentre) DC535,DC545, DC555• Wave 2: (C35 group) (CopyCentre) C35, C45, C55,(WorkCentre) M35, M45, M55, Pro35, Pro45, & Pro55• Wave 3: (WC-232 group) (CopyCentre & WorkCentre)C165, C175, 232, 238, 245, 255, 265, 275, M165, M175,Pro165, Pro175, Pro232, Pro238, Pro245, Pro255, Pro265,& Pro275• Wave 4: (WC-5632 group) (BookMark) BK40, BK55,(WorkCentre) 5030, 5050, 5135, 5150, 5632, 5638, 5645,5655, 5665, 5675, & 5687• Wave 5: (WC5735 group) (WorkCentre) 5735, 5740,5755, 5765, 5775, 5790Some of the models don’t really fittheir assigned wave as they werereleased in-between waves. The WC-5030, 5050, 5135, & 5150, BK40, &BK55 are the stragglers, althoughthey seem to fit most logically withthe WC-5632 group.Generally speaking, any changebetween waves can be expected tohave new updated versions of software,Network Controllers, & PWB’s(Printed Wire Boards).The biggest change between theDC535 group and the C35 group wasin their outer appearance. DC535was a boxier looking machine whilethe C35 introduced the now familiar,upward curving design on the frontcover (see illustration 1). All of theIllustration 1: Diferent coversDC535 (shown on the right) vs.C35 & newer models (shown on the left)models which follow look much likethe C35.WorkCentre DC250 new - WorkCentre 7755With the 3 rd wave, the WC-232 group changed the fuser module.(109R752 instead of the 109R636 used in the first twowaves). It looked the same but due to changes to the heat rollerand heat lamps, it turned out not to be interchangeable. Asidefrom that, there were very few significant changes except thatthey introduced faster models. They could now boast having 65& 75 ppm models. But changes were needed in the main componentsfor the faster models that use a 3 rd type of fuser module(109R723) which used an aluminum heat roller with thinnerwalls than the one found in the DC535 & C35 series. Thesealso have a new Toner Cartridge (6R1146 which is nearly 5inches longer than the cartridges for the slower models), a morerobust fuser module, and a Drum Cartridge (or XerographicModule as they call it) with extra functionality (113R672 /113R674 for the faster 65-75 ppm models and 113R608 /113R610 for machines which run 32-55 ppm).Next came the 4 th wave, or the “WC-5632 group”. These hadvery few changes from the previous wave. Once again, manyof the differences were seen when you stepped over the 65ppmthreshold.Finally we get to the new releases—the 5 th wave, or, the “WC-5735 group.” The newcomers include WorkCentre 5735, 5740,5755, 5765, 5775, & 5790. This group tops off with a machinecapable of running 90 ppm… boy are these things getting fast!Doing a little bit of reading, it seemsthat these will follow the “5632group” very closely. All of the mainmodules share the same part numberpairs with the predecessor group(once again using different modulesfor the 65ppm and faster models).This proves to be true for the TonerCartridges, Fuser Modules, DrumCartridges & Document Feed Heads.Now for one of the Full Color styles:the “DC250 style” which started withthe DocuColor 240 & 250. Later,these were joined by the DocuColor242 & 252, and roughly at the sametime, the WorkCentre 7655, 7665, &7675 came out. Very little changed ifyou were to compare the first twowaves of machines. Now with the3 rd wave of models (WorkCentrecontinued on 6766enx magazine


TECHNICAL TIPS SERVICE & PARTS DIRECTORY AUGUST 2010FreeBonuscontinued from 667755, 7765, & 7775), it seems that thisstyle continues to remain amazinglyconsistent. The same TonerCartridges, Drum Cartridges, & FuserModules are used throughout the style.The only exception was the DC260model which needs 220 volts even herein the U.S. On that model alone, thefuser module changes. Instead ofusing 8R12988, you would want to use8R13039. Thankfully, the two fuser types share the same FuserHeat Roller.The method for entering diagnostic mode is one importantchange which a tech would want to be aware of. For theDocuColor models, you hold down ‘0’ while pressing the‘Access’ button and then enter the password when the promptshows up. For the WorkCentre models in the group, you needto press and hold down 3 buttons simultaneously: ‘*’, ‘#’, and‘Stop’, until the password screen shows up. In either case, thedefault password would be ‘6789’.We’ll finish up with the rather popular little workhorses: the4150 style. The newcomers are models 4250 and 4260. Thesemodels share less in common than one might expect fromappearances. For one thing, while the Drum and TonerCartridges look very similar to each other, the Drum ResetWorkCentre 4150 new-WorkCentre 4250CRUM chip and the Toner ResetCRUM chips use totally differenttechnology. This is probably owingto the fact that the RF (RadioFrequency) chips used on the 4150were flaky and not 100% reliable.The new machines go back to a regular-oldphysical connection insteadof using radio waves to communicatewith the machine.Another new improvement is found in the Fuser Module. Theolder 4150 used a coil as the heating element inside the heatroller. That technology made rebuilding the fuser nearly impossiblebecause nobody would be crazy enough to try to manufacturenew replacement heat rolls with the coil element builtinto them. The new models have returned to a more traditionalheat roller and a traditional heat lamp (thank goodness). That isall for today folks! Hope you are enjoying your summer!uBritt works for The Parts Drop, a company whose primary businessis providing parts, supplies and information for Xeroxbrand copiers, printers and fax machines. You can find moreinformation about Xerox brand office equipment, as well asread many of Britt’s past ENX articles, on their website,www.partsdrop.com.enx magazine 67


TECHNICAL TIPS SERVICE & PARTS DIRECTORY AUGUST 2010Printer Tech TipsTech Tip - Error Code 49.xx InformationNationwide Support for Your MPS Contracts!Barrister’s Nationwide Coverage offers you the peace of mind and theconfidence that the customers you have under contract that are out of yourlocal area are treated professionally and given the same level of world classservice that they have come to expect from you.Maintain Control of Your Key MPS AccountsDon’t send a competitor in to service equipment under contract with you.For over 32 years we’ve been providing service solutions for our partners.We are OEM certified for over 22 manufacturers and can provide 4 houronsite support to any postal code in the U.S., Canada and Puerto Rico.We provide a single point of contact for all of your“Mixed-Fleet Environments”.. C O MDon’t send a competitor into your customer’s environment!Call Barrister Now for a Free QuoteAccessMPS@Barrister.com.877.518.3405WWW.BARRISTER.COMEscaleraTrust BarristerStairCat®Stair Climbing Hand Trucks and ForkliftsClimb StairsWith Power !Escalera StairCat® motorized stair climbing handtrucks and forklifts are the perfect choice for allyour copier moving needs.The powerful stairclimbing gearboxdoes all the lifting!• Climb up and down steps• Load and unload delivery trucks• 1200 lb maximum capacity• Save money byreducing labor,comp claims, and injury• 60 Day Trial• One Year WarrantyWatch the demo videos online at:www.escalera.comModel: RLA-EWEscalera StairCat®Stair ClimbingForkliftEscalera, Inc. Phone: 530-673-6318 Toll Free: 800-622-1359Summary:The 49.xx error is an error recognized by the printer's formatterand/or firmware. This error occurs when a type of informationreceived by the printer is not understood, too complex, using acertain language, detail, font, command or program not supportedby the printer. Out of confusion the printer generatesthe 49 error.When 49 errors occur:o Disconnect network cable/Check print cue- Power cycle the printer and see if the error reoccurs. If not,the error may have been caused by a print job that was toocomplex or using a certain graphic not supported or recognizedby the printer.o Remove the network card- Turn machine off, remove network card, and turn machineback on. If error clears with the card removed, it is likely adefective card.o Remove hard drive- If applicable, remove hard drive - if error clears, the harddrive may be defective.o Remove any additional memory- Printers that have memory DIMM as a firmware backup maynot be removed.o Cold reset machine- Perform a cold reset to restore all factory settings. (includingIP address)o Install current printer driver- Download the most current driver available from HP's websiteto eliminate the possibility of the driver being corrupt.o Upgrade Firmware- When the above steps are completed, and the error continues,the firmware DIMM/CFM may need to be flashed whichwould upgrade or possibly fix any flaws unique to it.o Replace Formatter- If the firmware DIMM/CFM has been upgraded or replacedand the 49 error persists, the formatter would need to bereplaced.Not all printers have a separate firmware CFM (Compact FlashModule) or ROM (Read Only Memory). On some models thefirmware is internal to the formatter to where the formatter mayneed to be replaced. Some printers have a firmware DIMM butit may not be Flash ROM in which it can't be upgraded, thereforethe DIMM would need to be replaced. Most of the newermodels have the flash ROM/CFM and can be upgraded orflashed through a free download available on HP's website. uThis Tech Tip is contributed by Laser Pros. See their ad atpage 73 or visit their website www.laserpros.com or email anyquestions to: scotts@laserpros.com.Visit ENX Magazineat RemaxAsia PacificSept 26-28, Zhuhai, China68enx magazine


SALES & MARKETING We Saw It In ENX Magazine AUGUST 2010rea!time immed!ate va!ueNWRS has helped our customers save more than300 million dollars over the past 25 years.How much have you saved?With up to a 70% savings over purchasing a new OEM part and no extra fees for same-day rush service;we have the tools you need help tighten down your bottom line.We have handcrafted our services to provide you with the best, no-hassle tools in the industry.Resources such as live online help, toll free hotlines and a technical staff with expertise on the machinesyou sell and service. Simple tools like the easiest parts exchange program you will find and the convenienceof being a full service repair facility in the center of the United States.Using NWRS is like getting a 70% discount on your parts expenses.Now—that’s a tool that works for you every day.Give us a call today. | Customer Service: 866.655.8676 | Technical Support: 800.798.1814 | www.nwrsinc.comNATION-WIDE REPAIR SERVICE | THE RIGHT TOOL FOR THE RIGHT JOBcontinued from 51PLEASE HELP!enx magazine 69Your email campaign can start small and be handled manuallyin-house. As you gain email addresses, it can be outsourced fora simple periodic emailing of your information to a few hundredaddresses for under $10 per month. It can grow and be expandedto customized newsletters going to tens of thousands of subscribers.Every email that is sent by anyone representing your companyshould have a pre-designed, customized signature that includesyour company full color logo and complete contact information.Additionally, your company’s slogan or motto, upcoming event,color logos of your key OEM authorization and certificationscan be included. A green statement or earth sustainability pledgeare becoming increasingly popular as part of the signature lines.It’s all part of branding and non-intrusive advertising.I regret that my friends and business associates became part ofan international email hoax. However, my belief in the power ofemail advertising was expanded. I am often involved in businessdiscussions about the value of advertising via email versusUS postal service, yellow pages, print ads, Internet banner ads,etc. This email hacking situation proved to me that people doopen, read and respond to their email. Even when the subjectmatter is “Please help!” uRonelle Ingram, author of Service With A Smile, also teachesservice seminars. She can be reached at ronellei@msn.com


TECHNICAL TIPS SERVICE & PARTS DIRECTORY AUGUST 2010FREE TECH HELPSubject: Subject: Ricoh Aficio 3235C customer forgotKey Op Code.Question: I know the manual says you can clear User AccessCodes in Service Program 7810 but it does not appear. And themanual does not mention a second level of service programs.Any one have an idea? Thanks.Answer: Most likely you need to be in Special Service Mode.Hold down the # key while selecting copy SP, then enter the SPyou named above; it should show up.Question: Been there, done that. It still won’t let you access SP7810.Answer: You can try inputting 5832 6 HDD Formatting (UserInfo), but make sure to note all the user settingsAnswer: They don’t have a key op code - restricting access tothe user tools is done with administrator authentication management.Question: Sorry for calling them Key Op Codes. The customerforgot the User Access code. I have no access to changeauthentication tools. Whatever you wish to call the code it needsto be cleared and I cannot access SP 7810. Thanks.Answer: If the supervisor login does not work (that is, themachine pre-dates this ability), you can only reset it by replacingthe NVRAM. Login with username=supervisor, and leave thepassword blank.Answer: I know this may be a stupid idea, but it got me out oftrouble with a Ricoh 2060 NVRAM. I had bought the machinefrom a wholesaler, and when my IT guy came in to set up theprint/scan network, he could not get in because of an unknownpassword, so I ordered the new $250.00 NVRAM. Installed itand then tried to reload the machine from my memory chip.However it carried the unknown password with it, so I was nofurther than before. Out of desperation, as I knew I would haveto buy a 2nd NVRAM chip and wait 2 weeks to get one, I tookaluminum foil and shorted all the pins together on the NVRAMchip as I held it in my hand. Amazingly it reset to default, whichthen allowed us to program our own codes and get on with theinstallation. I don’t know if it could work again, but it did once.Good luck.Question: Thanks everyone for all your help and ideas.Subject: Xerox 3040 copy quality problemQuestion: I have a client with a Xerox 3040 which has a badbackground problem. The whole page is covered in background.I have checked the drum and cleaning blade and found thecharge corona wires had been arcing, so it was cleaning up freefrom toner. I cleaned the erase lamp and detack free from toner.I found spilt developer around the developer bias contact areasso I vacuumed that out. The high voltage board had developeraround the back of it, so I vacuumed out what I could see. Thefuser assy is ok. I have put it all back together and tested it, butthis time the page was half covered in background, but then after5 - 10 copies, the background is now only 2-3 inches from theedge of the copies. I need to replace the drum, as it is scorched,so I will replace the cleaning blade at the same time. I am goingto replace the charge corona assy due to the arcing and the magroller bushings to prevent future developer spillage. The plate isscratched so that will be replaced. The LED assy looks ok andthe optics lamp is illuminating ok. Is there anything else that cancause the background problem? One more thing I noticed waswhen I was vacuuming out the spilt developer in the left doorassy, I kept getting a little electric shock from the rubber vac tubewhen it was touching the door! The machine was unplugged atthe time. I’m wondering if I have got all the spilt developer frombehind the high voltage board. Any help is much appreciated.Answer: Check the mag roll for dev on the end where backgroundoccurs. There may not be any (dev) because themachine may have not been level and leaking dev. Clean topand bottom of lens, and replace blade. Reverse the drum if it isstill there to see if the problem follows it.Question: If there is no dev at one end, wouldn’t that result inno image on that particular end? It doesn’t look like a drum faultto me, as there isn’t a smudge as if it has not been cleaned. I’mwondering if it is the erase lamps blown on one end. Also, I cannotfind any mag roller bushings to prevent the dev leakage. Iam having the client check the machine is level as we speak.Any other ideas?Answer: You may not get an image because the toner “cloud”will transfer toner to higher potential, which is the drum, butthere is no developer to “wash” the background area that is atthe lower potential. The effect is the same as if it were overtoned, except there is no developer brush (or just maybe a veryskimpy amount of developer) that would develop the image better.Where there is no dev, that area may eventually have a tonof toner collecting there depending on the dispensing system.The copy does take some of the toner away, but not enough; theimage, if there is one, is light, but there will usually be background.Question: I am planning on replacing the erase lamp assy anddev. The background has now gone from 2-3 inches to a 1/4 ofthe page! Before I replace the erase lamp, I need to know onething: the tag chart states there is no Tag model 30 and I knowthere is a difference in the erase lamp on a pre Tag 30 machineto a machine with Tag 30. Can anyone tell me if there is a physicaldifference? In the manual it says to check the erase lamp ona pre Tag 30 or check the erase LED’s on a Tag 30. I’m guessingon the pre Tag 30 the erase assembly uses a lamp and on aTag 30 machine it uses LED’s? Can anyone tell me? Also, thecopier is now stating the toner is low but it is brand new! Thecopier is not even in use due to the fault!Answer: I didn’t know there was an erase lamp. LED’s are all Iknow of. I think you can sight down the lamp when it is lit fromthe side doors. The toner tube has to turn; it may not be in all theway. I’m not sure why there is toner on a small portion of thedrum. Is the blade scraping it off or is the toner bypassing theblade? If it’s cleaning, check the selfolk lens (clean it), and thelamp. Check the erase section to see if it is on. uTips appearing in this section are reprinted courtesy of Smarka!The Copier Tech’s Info Source. Tips are randomly selected fromsubmissions emailed to Smarka! Smarka! and ENX Magazinemake no guarantees as to the accuracy of tips presented here.Email your tips to Tips@smarka.com. All tips become publicdomain.70enx magazine


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