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Connect<strong>in</strong>g People, Ideas and Products <strong>in</strong> the Document Imag<strong>in</strong>g Industry s<strong>in</strong>ce 1994engage ‘n exchange<strong>April</strong> <strong>2013</strong> Volume 20 No. 4Straight Talk:State of theRemanufactur<strong>in</strong>gIndustryWhy Most DealersDon’t Do MPS RightBus<strong>in</strong>ess ProfileA Conversation withSteve ValentaPresident of OffixThe Journey ofManaged IT ServicesThe MPS PlaybookHow to Turn5 Key Bus<strong>in</strong>ess Challenges<strong>in</strong>to MPS SuccessInkjet is Back!Visit <strong>ENX</strong> Magaz<strong>in</strong>e at booth: 450Can You Teachan Old Dog New Tricks?<strong>ENX</strong> Magaz<strong>in</strong>ePO Box 2240 Suite 729Toluca Lake, CA 91610-0240 USAtel: 818-505-0022fax: 818-505-9972email: enx@pacbell.netwww.enxmag.comwww.enxmag.comPRSRT STDU.S. POSTAGE PAIDBOLINGBROOK, ILPERMIT NO. 467We would like to Thank those of you who havesent us address change <strong>in</strong>formation.HELP US CONSERVE NATURAL RESOURCESTo correct or delete your address from oursubscription list please call, fax or email us.
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COPIER TONER • CARRIERS • BULK • CHIPS • COMPATIBLESCOMPONENTS AVAILABLE FOR THESE ENGINES:CANON IMAGERUNNER200, 330, 400550, 6001018, 1019, 1020, 1022, 1023, 1024, 10251210, 1230, 1270, 1300, 1310, 1330, 1370, 1510, 1530, 1570 1630, 16701600, 2000, 20102016, 2018, 2020, 2022, 2025, 20302200, 2220, 2800, 3300, 33206000, 6020, 5000, 5020, 4600, NPG-166055, 6065, 60758085, 8105C3380, 3580,3480, 3080, 2880, 2550KYOCERAKM1505, 1510, 1810KM2530, 3035, 3530, 4030, 4035, 5035KM3050, 4050, 5050, TK717, 719KM4230, 5530, Ai4040, 5050KM6230, TK623KM8530 (TK631)KM-Ai2310, 3010KM-Ai6060, 5555FS-1000, TK17 HFS-1700, TK20FS-3900, TK320, 322FS-4000, 330, 332FS-9100, 9500, TK70 HFS-C2626, TK590, 592MITA DC-1560, 1860, 2360MINOLTA350BIZHUB 152,162,180,181, 210BIZHUB 200, 250C250, 250P, 252Di200, 250, 350Di450, 470, 550Di551, 650, 5510, 7210Di750Di1810, 2010, 2510, 3010, 3510EP1030, 1031EP2010EP2080EP2120, 2130, 2150EP4000, 5000EP470, 4230, 4232, 4233, 4250PANASONICDP1510, 1810, 2010DP1520, 1820DP2000, 2500, 3000DP2310, 2330, 3010, 3030DP6530, 7240, 8130, 8540, 8570FP7760, 7781FP7728, 7735, 7742, 7750, 7830, 7835, 7845, 7850PANAFAX UF 490, 4000, UG 3221, 3222RICOH AFICIO200, 250350, 450400, 401, 500550, 650850, 10501013, 1013F, TYPE 11501015, 1018, 11131022, 2022, 2032, 30301035, 1045, 45101060, 1075, 2051, 20601085, 1105, 2090, 2105, TYPE 81051515 (TYPE 1170D)2015, 2018 (TYPE 1130D/1230D)2035, 20452232C, 2238C3800AP600, 610SP4100SP4310SP C430, 431SHARPAR330, 400 NTAR5015, 5120, 5220AR650, 800, 850AR M351, 355, 451, 455AR M162, 163, 164, 201SF1014SF2025, 2030, 2530, 2040, 2540SF2050, 2052, 2060, 3062, 2260SF7300, 7320, 7350, 7370TOSHIBA E-STUDIO12, 15, 120, 15016,160, T160020, 25, T250028, 35, 45, T350055, 65, 80161163, 165, 203, 205200L, 202L, 230, 232, 280, 282202, 203, 203D MFP205, 255, 305, 355, 455 (T4530)242, 212, 182, 181 (T1810)350, 352, 450, 452600, 620, 720, 850T120T203L, 233, 283T1340, 1350, 1370T1550, 1560T1650, 1710, 2050, 2500T2060, 2860, 2870T3560, 4560T5560, 6560XEROX10125113, 5114, 56145318, 5320XEROX WORKCENTRE535, 5454250, 4260AND MORE!REPLACEMENT TONER & COMPONENTSFOR USE INRICOH ® AFICIOSP C430 • 431• Absolute COLOR ® Toner• Smartchips• And More!West Coast (424) 675-3300East Coast (631) 590-1040sales@un<strong>in</strong>etimag<strong>in</strong>g.comwww.un<strong>in</strong>etimag<strong>in</strong>g.com© <strong>2013</strong> UniNet Imag<strong>in</strong>g Inc. All trademark names and artworks are property of their respective owners. Brand names mentioned are <strong>in</strong>tended to show compatibility only.
We are ready to ship Coast to CoastCopier Network Stimulus ProgramIn these tough economic times, our pric<strong>in</strong>g & <strong>in</strong>ventory willnot be beat. We have the newest repo’s as well as conta<strong>in</strong>ersready 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 <strong>in</strong>ternationallyat the best price.• ALL NEW BUYERS 10% SHIPPING DISCOUNT• Competitive Pric<strong>in</strong>g• Onl<strong>in</strong>e Inventory Updated Daily• Presses, Folders, Cutters, Large Format Equipment• Aseen Punjabi Bolde Haan• • Hablamos Espanol• Falamos PortuguesRicoh Pro C720S - V8915100013 RADF;(D016-90) LCT; Duplex; (SR-5000) FIN; Pr<strong>in</strong>t;NIC; Scan; FIERY RIP; (BK-5000) Booklet Maker;Total: 65k Color: 29k - $7,499APRIL SPECIALS!• Canon IR Advance 6075'sStart<strong>in</strong>g at $4,999 Meters Under 200k• Konica M<strong>in</strong>olta BizHub c203/253/353'sStart<strong>in</strong>g at $599/$699/$799• Ricoh Aficio MP C3501/4501/5501'sStart<strong>in</strong>g at $1,499/$2,249/$2,499• Kyocera Taskalfa 250ci/300ci/400ci'sStart<strong>in</strong>g at $699/$899/$1,099$$$ Call for Details $$$Konica M<strong>in</strong>olta BizHub Press c7000• Sharp MX-2600/3100/4100/4101/5100'sStart<strong>in</strong>g at $999/$1,249/$1,499Check Our Website For Current InventoryKev<strong>in</strong> Fallehy for Domestic at: 510-746-2088 l Call Rick Cisneros for Export at: 510-746-2085Phone: 510-746-2080 l Fax: 510-601-9052 l Sales@CopierNetwork.com l 1937 Davis St. - San Leandro, CA. 9457710 • www.enxmag.com l <strong>April</strong> <strong>2013</strong> We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e<strong>April</strong> <strong>2013</strong> l www.enxmag.com •11
Discover TheDifferencePremier Wholesaler ofPre-Owned Copiers• Over 5000 copiers located <strong>in</strong>our state-of-the-art warehouses• Inventory <strong>in</strong>cludes all major brands• All copiers tested by technicians• Specializ<strong>in</strong>g <strong>in</strong> dealer sales• Low meter and recent model copiersCall 1-866-866-MARS(6277)New Jersey • Ill<strong>in</strong>ios • Californiaphone: 973-777-5886fax: 973-777-5889email: sales@mars<strong>in</strong>tl.comwww.mars<strong>in</strong>tl.comLead<strong>in</strong>g Exporter OfHigh Quality Pre-Owned Copiers• Buy and sell all makes and models• Exports around the world• Over 7000 copiers <strong>in</strong> <strong>in</strong>ventoryPhone: 973-365-9900Toll Free: 1-800-240-ROSS (7677)Fax: 973-473-8800www.Ross-International.compurchase@ross-<strong>in</strong>ternational.com125 Ent<strong>in</strong> Road, Clifton, NJ 07014Visit ROSS at booth: 536Currently buy<strong>in</strong>g over 250 models of the follow<strong>in</strong>g brandsCanonDuploGestetnerImagisticsKipKodakKonica M<strong>in</strong>oltaKyoceraLanierPanasonicRicohRisoWe carry a large <strong>in</strong>ventory of all brands and modelsPlease <strong>in</strong>quire about our parts <strong>in</strong>ventorySav<strong>in</strong>SharpToshibaXeroxWe Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e<strong>April</strong> <strong>2013</strong> l www.enxmag.com •13
S<strong>in</strong>ce 1985T h e P r i m e S o u r c e f o rTEL: 800.729.8320 FAX: 800.829.0292AUTHORIZED DISTRIBUTORFS-1035MFP/DP & FS-1135MFPB&W Multifunctional Pr<strong>in</strong>ter Innovative... Smart... SimpleHuge Rebate Promo Valid While Supplies Last!FS-6525MFP & FS-6530MFPB&W Copier, Pr<strong>in</strong>ter, Scannerwith Network, opt<strong>in</strong>al faxCS-205C & CS-255CColor Copier, Pr<strong>in</strong>ter, Scannerwith NetworkBIGSALE!CALL FORSPECIAL!CALL FORSPECIAL!$578FS-1035$648FS-1135FS-6525$300RebateFS-6530$250RebateCS-205C$1100RebateCS-255C$550RebateFS-C8520MFPFS-C8525MFPColor Copier, Pr<strong>in</strong>ter, Scannerwith Network, optional faxUp to$1100RebateFS-C2526MFP............$1599$126RebateFS-3640MFP42cpm B&W MFP Pr<strong>in</strong>ter Networkwith HyPAS CapabilityFS-3540MFP.....$1489FS-C2026MFP FS-C2126MFP+ FS-C2626MFP FS-C5150DN FS-1370DN28cpm Color Duplex Copy,Network Pr<strong>in</strong>t, Scann<strong>in</strong>gBIGSALE!$1149CALL FORSPECIAL!CS-2550ciColor Copier, Pr<strong>in</strong>ter, Scannerwith Network$1150RebateColor MFP Pr<strong>in</strong>terwith NetworkCALL FORSPECIAL!CS-300ix30cpm B&W MFPwith Pr<strong>in</strong>ter Network$300RebateColor MFP Network Pr<strong>in</strong>terw/HyPAS Capability(2626MFP)While SuppliesLast$1549 $1869FREE! DP-670BDocument ProcessorFS-3140MFP+42cpm B&W MFPwith Pr<strong>in</strong>ter Network$1449Duplex NetworkColor Pr<strong>in</strong>ter$399After RebateWhile SuppliesLast$1689B&W Pr<strong>in</strong>ter withNetwork, Duplex(FS-1370DN,1320D)(FS-1120D)$299FS-1120D............$179FS-1320D............$259A l l s u p p l i e s & P a r t s a v a i l a b l e f o r p r o m p t d e l i v e r y !<strong>ENX</strong>030813SP114 • www.enxmag.com l <strong>April</strong> <strong>2013</strong> We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>eRegistered trademarks are properties of their respective owners.
actions concrètesso<strong>in</strong>s, traitements et soutien aux patientsAction 10 : soutien <strong>in</strong>firmier et psychosocial aux patients dans le cadredes Programmes de So<strong>in</strong>s Oncologiques (PSO)ObjectifSoutenir les patients par le f<strong>in</strong>ancement d’équipes multidiscipl<strong>in</strong>aires adaptées.Permettre que cette équipe accompagne les patients et leurs proches, notamment aumoment de l’annonce du diagnostic, des questions sociales liées à la maladie, del’annonce d’une rechute, des questions et <strong>in</strong>terrogations face à la mort ou encore lesquestions et détresse des proches… Ce travail se fera dans le cadre d’unecollaboration multidiscipl<strong>in</strong>aire af<strong>in</strong> de garantir une prise en charge de qualité.Le soutien et l’accompagnement pourront se poursuivre en fonction de la demande dela personne, également lorsque le patient sera rentré chez lui.ActionF<strong>in</strong>ancement d’<strong>in</strong>firmiers, travailleurs sociaux et psychologues au se<strong>in</strong> des hôpitauxdisposant d’un PSO agréé en fonction du nombre de patients pour lesquels uneconcertation oncologique multidiscipl<strong>in</strong>aire (COM) obligatoire aura été organisée.Evaluation : assistants sociaux : 120 ETP, <strong>in</strong>firmiers : 240 ETP,psychologues : 240 ETPDélai de réalisation : 2009Une approche plus huma<strong>in</strong>e et plus proche des beso<strong>in</strong>s du patientConfrontés à de grands bouleversements émotionnels et relationnels face à la maladieet aux <strong>in</strong>terrogations qu’elle suscite, le patient et son entourage vont devoir faire face àtoute une série de situations difficiles à vivre : l'annonce du diagnostic, la nécessitéd'examens médicaux et de traitements lourds, l'<strong>in</strong>terruption des activités habituelles…et la remise en question de certa<strong>in</strong>s projets. Ces bouleversements relationnels(soutien, aide et protection s’accompagnent aussi de culpabilité, impuissance et<strong>in</strong>sécurité) perturbent la vie dans la famille et le couple : détresse psychologique,difficultés conjugales et sexuelles, difficultés sociales (amis,..).Les résultats de nombreuses études montrent qu’un pourcentage élevé de patientsatte<strong>in</strong>ts d’un cancer présentent des hauts niveaux de détresse. De la même manière,l’accompagnement d’un patient cancéreux peut <strong>in</strong>duire chez les proches un état dedétresse émotionnelle important. Ceux-ci présentent de grands beso<strong>in</strong>s de soutien etd’<strong>in</strong>formation qui restent souvent <strong>in</strong>satisfaits.Certa<strong>in</strong>es associations de patients ont également po<strong>in</strong>té le fait que les patients et leursproches rencontrent des difficultés en terme de communication et d’<strong>in</strong>teraction avecl’équipe médicale.De plus à ces changements affectifs et psychologiques et à la lourdeur des traitementset hospitalisations peuvent également s’ajouter toutes les difficultés liées àl’<strong>in</strong>terruption ou la perte de l’activité professionnelle, et donc aux difficultés f<strong>in</strong>ancièresqui peuvent en découler (perte de revenus).15
S<strong>in</strong>ce 1985T h e P r i m e S o u r c e f o rTEL: 800.729.8320 FAX: 800.829.0292D1320 / D1350Digital Copier, Pr<strong>in</strong>ter, Fax,Scanner w/Network(D1350)(D1350)Instant Rebate PromosAll Rebates valid thru March 31, <strong>2013</strong> to Canon Premier PartnersMF8080Cw / MF8380CdwColor Copier, Pr<strong>in</strong>ter, FaxScanner w/Network(MF8080Cw)(MF8380Cdw)(MF8080Cw)(MF8380Cdw)$323After RebateD1320$120RebateD1320$382After RebateD1350$150RebateD1350$100 Rebate$296 After RebateMF8080CW$150 Rebate$329 After RebateMF8080CW$199RefurbMF8080Cw$329RefurbMF8380CdwMF7460 / MF7470 / MF7480MF9220Cdn / MF9280CdnDigital Copier, Pr<strong>in</strong>ter,Fax, Scan with Network $1505After RebateMF7460$2035After RebateMF7470$150RebateMF7460$200RebateMF7470Digital Color Duplex Copier Pr<strong>in</strong>ter,Fax, Scanner w/Network(MF9220Cdn)(MF9280Cdn)(MF9280Cdn)$2616After RebateMF7480$200RebateMF7480$723After RebateMF9220Cdn$150RebateMF9220Cdn$1144After RebateMF9280Cdn$150RebateMF9280CdnL190 MF4890dw MF5960dnMultifunct<strong>in</strong> Laser Fax Mach<strong>in</strong>e Monochrome Laser Multifunction B&W Copier, Pr<strong>in</strong>ter, Fax,Scanner with Network$132After Rebate$100Rebate$194After Rebate$70Rebate$339After Rebate$100RebateA l l s u p p l i e s & P a r t s a v a i l a b l e f o r p r o m p t d e l i v e r y !CANPAN030813SP216 • www.enxmag.com l <strong>April</strong> <strong>2013</strong> We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>eRegistered trademarks are properties of their respective owners.
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e n xSTATE OF INDUSTRYBy Scott CullenWhy Most Dealers Don’t Do MPS RightIs it true that most dealers don’t do MPS right? To be honest,that’s an exaggeration, but the reality is that many dealersare still struggl<strong>in</strong>g with MPS even as others have it all figuredout.“There are a couple of places where you can go wrong <strong>in</strong>significant ways,” says Bill Melo, Vice President ofMarket<strong>in</strong>g, Services & Solutions for Toshiba. “The first isbe<strong>in</strong>g able to provide a price quoteto the customer that provides you agood profit marg<strong>in</strong>.”That may be a no-bra<strong>in</strong>er, but it’sone of those issues that nitwitswho don’t know how to price MPSproperly can ru<strong>in</strong> it for everyone.It’s sort of like that kid <strong>in</strong> classwho acts up and the teacher endsup penaliz<strong>in</strong>g the entire class eventhough they did noth<strong>in</strong>g wrong.“A lot of times we’re captive orvulnerable to our dumbest competitorand if they quote 8 mils a page for amonochrome pr<strong>in</strong>ter and you don’tBill MeloVP of Market<strong>in</strong>gToshibaknow if that’s profitable to you or not and you decide you needthat deal, you can be upside down <strong>in</strong> a major way,” adds Melo.“Pric<strong>in</strong>g one of these deals can be extremely complicated andlabor <strong>in</strong>tensive and you can make a serious f<strong>in</strong>ancial error ifyou don’t have the right tools or right skills to do that.”Consider that statistics show that the average customer with say50 pr<strong>in</strong>ters will likely have more than 20 different pr<strong>in</strong>ter modelseach with different toner, different yields, different costs,etc.“And every one of those 50 pr<strong>in</strong>ters may pr<strong>in</strong>t with higherimage areas or lower image areas,” notes Melo. “All of thoseare factors you <strong>in</strong>dividually have to calculate to come up with aprice for tak<strong>in</strong>g over that fleet. If you have someone who doesn’tknow how to do that, or doesn’t have the right tools, or justmakes a mistake on a spreadsheet, you can be upside downreally fast.”The other place that dealers go wrong <strong>in</strong> MPS is on the executionside. “Now you have these 50 pr<strong>in</strong>ters you’re servic<strong>in</strong>g andthey’re order<strong>in</strong>g toner every day; you have to make sure youknow how to manage those so that you’re not shipp<strong>in</strong>g outexcess toner to people and that you’re shipp<strong>in</strong>g them the righttoner,” emphasizes Melo. “Imag<strong>in</strong>e 50 different pr<strong>in</strong>ters for X-number of customers if you don’t have a good apparatus fordo<strong>in</strong>g that. You may have priced the deal right, but you’re execut<strong>in</strong>git wrong.”“You have to start with the understand<strong>in</strong>gthat the revenue <strong>in</strong> pr<strong>in</strong>ts is fivetimes the revenue <strong>in</strong> office copiers,” expla<strong>in</strong>s TomCall<strong>in</strong>an, manag<strong>in</strong>g pr<strong>in</strong>cipal of Strategy Development. “If acopier company had copier aftermarket revenues (service andsupply) of $3-million they would need $15-million <strong>in</strong> pr<strong>in</strong>teraftermarket revenue to have the same pr<strong>in</strong>ter market share ascopier market share. Taken <strong>in</strong> that context, most dealers don’tdo MPS right.”He emphasizes that there’s pa<strong>in</strong> <strong>in</strong> change and MPS rema<strong>in</strong>s abig change for the copier <strong>in</strong>dustry.“For decades the copier bus<strong>in</strong>ess has had a simple formula: Sella copier and ga<strong>in</strong> aftermarket revenue. We all followed the‘model,’ developed at ALCO (IKON) and popularized <strong>in</strong> thedealer community by Tom Johnson, after he left ALCO, whichtied sales compensation to equipmentrevenue and marg<strong>in</strong>. Thismodel effectively suggests that a‘normal’ sales person should earnan <strong>in</strong>come of approximately 35percent of the true equipment GPthey br<strong>in</strong>g to the company. Butwith units and images decl<strong>in</strong><strong>in</strong>g ispay<strong>in</strong>g on equipment GP still thecorrect approach? Of course not.Chang<strong>in</strong>g compensation is neverfun for the company or the salesTom Call<strong>in</strong>anManag<strong>in</strong>g Pr<strong>in</strong>cipalStrategy Developmentprofessional but it has to be doneas the <strong>in</strong>dustry has changed. Salesprofessionals need to be paid on thetotal revenue they br<strong>in</strong>g to the company.The <strong>in</strong>dustry needs a new compensation approach to beeffective with any services-led sales approach, <strong>in</strong>clud<strong>in</strong>g MPS.”This leads to the second change required, bus<strong>in</strong>ess ownersfocus<strong>in</strong>g on total revenue <strong>in</strong>crease and profits rather than equipmentsold.“I use an example that shows a 60-pr<strong>in</strong>ter outsourced transactionthat generates $2,400 a month <strong>in</strong> revenue at 50 percent GPvs. a three-unit copier deal that generates $25,000 <strong>in</strong> equipmentrevenue at 35 percent GP and $300 per month <strong>in</strong> aftermarket at50 percent GP, and 100 percent of the time the copier audiencesays they want the copier deal over the pr<strong>in</strong>ter deal,” saysCall<strong>in</strong>an. “But <strong>in</strong> reality the pr<strong>in</strong>ter deal produces 2.4X the revenueand almost $30,000 more GP than the copier transaction.The gal who br<strong>in</strong>gs <strong>in</strong> the $25,000 copier transaction gets a trophyand the guy who br<strong>in</strong>gs <strong>in</strong> the $2,400 per month MPStransaction gets no recognition. We don’t analyze the true valuecont<strong>in</strong>ued on 2220l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
Expect More EFFICIENCYColorMFPsColorPr<strong>in</strong>tersMonoMFPsMonoPr<strong>in</strong>tersDot MatrixPr<strong>in</strong>tersLabelPr<strong>in</strong>tersPOSPr<strong>in</strong>tersMaximize efficiency for your customerswith OKI’s full l<strong>in</strong>e of pr<strong>in</strong>ters and MFPsVSR REVIEw & OuTLOOK - jAN 2012 - DOMuS, INC. - 215-772-2800Inefficiency can be one of the biggest challenges fac<strong>in</strong>g your customers today. OKI is help<strong>in</strong>gthem meet these challenges by deliver<strong>in</strong>g:• A full l<strong>in</strong>e of end-to-end technologies• Full-service solutions that achieve the highest levels of office efficiency and productivity• The widest breadth of award-w<strong>in</strong>n<strong>in</strong>g products unmatched <strong>in</strong> the <strong>in</strong>dustry, <strong>in</strong>clud<strong>in</strong>g: Color & Mono Pr<strong>in</strong>ters/MFPs Dot Matrix & Label/POS devicesIt doesn’t end there. Optimiz<strong>in</strong>g your customers’ pr<strong>in</strong>t, output and IT environments is simplewhen you use our comprehensive, turnkey Total Managed Services & Solutions.Now you can affordably meet all of your customers’ bus<strong>in</strong>ess needs while achiev<strong>in</strong>g marg<strong>in</strong>s <strong>in</strong>excess of 30%, with no up-front <strong>in</strong>vestment on your part.Need another reason why you should become an OKI TOTAL Managed Services Provider?Then visit us at okidata.com/TMP or contact your local OKI Sales Representative today!Feel like a partner aga<strong>in</strong> with OKI© <strong>2013</strong> OKI Data Americas, Inc. OKI, Reg. T.M. Oki Electric Industry Co., Ltd., Reg. T.M. Oki Data Corporation,
e n xSTATE OF INDUSTRYWhy Most Dealers Don’t Do MPS Rightof a transaction because we’re hypnotized <strong>in</strong>to the simplicity ofth<strong>in</strong>k<strong>in</strong>g equipment revenue equals success.”Call<strong>in</strong>an also believes dealers need to better segment theprospects they target and educate their sales professionals onenterprise-sell<strong>in</strong>g skills.“It’s a lot harder to segment than to send sales professionals outrandomly cold call<strong>in</strong>g, but it is a critical foundation to success<strong>in</strong> any bus<strong>in</strong>ess,” states Call<strong>in</strong>an. “Moreover, our sales professionalshave been tra<strong>in</strong>ed for far too long on sell<strong>in</strong>g lease tolease.”F<strong>in</strong>ally, Call<strong>in</strong>an po<strong>in</strong>ts out that the operations aspect is far differentthan copiers.“There are a lot more pr<strong>in</strong>ters, they move, disappear, reappear,and are <strong>in</strong> remote locations. You need an IT person to keep theremote monitor<strong>in</strong>g software stable and you need a CSR to getmeter reads. This leads people to believe that the bus<strong>in</strong>ess is alot more expensive on the G&A side when <strong>in</strong> fact it has lowerG&A than the copier bus<strong>in</strong>ess.”He adds that the average MPS customer generates $4,500 permonth <strong>in</strong> aftermarket, more than 30X the average copier customer.“So you have less bill<strong>in</strong>g and less collect<strong>in</strong>g,” states Call<strong>in</strong>an.“You also don’t stock the type of <strong>in</strong>ventory you do with copiersso you have significantly fewer assets tied up.”To do MPS right, a dealer needs to develop a network of serviceproviders and understand the nuances of repair<strong>in</strong>g pr<strong>in</strong>ters.“These operational differences are a significant change, andhence barrier, to success—not thatthey’re difficult to overcome, justthat they need attention,” concludesCall<strong>in</strong>an.Doug Johnson, Senior VicePresident of SuppliesNetwork, f<strong>in</strong>ds that someof the biggest challenges to sell<strong>in</strong>gMPS these days are burnout andthe will<strong>in</strong>gness of some resellers tosecure a deal at any price.“Everybody has talked about it andrallied around it, and these guys areDoug JohnsonSenior VPSupplies Networkout there compet<strong>in</strong>g to the fourth decimal po<strong>in</strong>t for pric<strong>in</strong>g ondeals. People get burned out because it can be overwhelm<strong>in</strong>g.”Not to turn this <strong>in</strong>to a commercial for Supplies Network, butJohnson notes that at the end of the day if a reseller is out theremak<strong>in</strong>g money and doesn’t know why, Supplies Network canprovide the tools that can help them peel back the layers andf<strong>in</strong>d out where they have holes <strong>in</strong> the bucket while identify<strong>in</strong>ghow they can fix them or Supplies Network can fix them.“More often it’s a comb<strong>in</strong>ation of both and that gets them backon track,” says Johnson. “For the newer guys who haven’t<strong>in</strong>vested a lot on the operational side and are just buy<strong>in</strong>g pagesfrom us, the conversation is a lot easier. We’re just bill<strong>in</strong>g themfor the pages their customers consume.”The biggest th<strong>in</strong>g he’s seen over the past few years is that mostof the focus <strong>in</strong> the <strong>in</strong>dustry has been on the bus<strong>in</strong>ess of sell<strong>in</strong>gmanaged pr<strong>in</strong>t—sales tra<strong>in</strong><strong>in</strong>g, how to do assessments, and howto close.“Obviously that’s very important, but we’ve found a lot ofresellers and OEM partners come to us on the operationalside,” states Johnson. “You can teach resellers any day of theweek how to make 40-50 percent gross marg<strong>in</strong> on the frontend, but how do you not lose all of it and then some on theback side? That’s our specialty and we can provide them arange of a la carte services or a fully <strong>in</strong>clusive cost-per-imageat the device level where they buy a page and sell a page and itenables them to more confidently sell the next deal so at theend of the day they’re go<strong>in</strong>g to make money when it’s allover.”Not every dealer or reseller is will<strong>in</strong>g to admit they need help,especially those who have been do<strong>in</strong>g it a long time and havebuilt the program themselves and have an <strong>in</strong>frastructure <strong>in</strong>place, even if it’s not work<strong>in</strong>g well.“Lett<strong>in</strong>g go of some of that and partner<strong>in</strong>g is a little bit harderfor them,” acknowledges Johnson. “A lot of the guys that arenewer to this are either VARs or managed services providerswho are gett<strong>in</strong>g <strong>in</strong>to this space because it’s adjacent to the managedservices they’re sell<strong>in</strong>g. They realize they’re not experts atthis as are some of the BTA/office products/IT supply [dealers].They’ve been less protective of build<strong>in</strong>g up their own operational<strong>in</strong>frastructure and more will<strong>in</strong>g to partner with companieslike ours and others to get that done so they can focus onthe customer. The th<strong>in</strong>g that every retailer has is that customerrelationship. Our message to both of those camps is to let us dothat dirty work beh<strong>in</strong>d the scenes; it’s hard and complicated,and is the difference between nett<strong>in</strong>g 10 po<strong>in</strong>ts and los<strong>in</strong>g 10po<strong>in</strong>ts. You go grab those fleets and get them under managementand focus on what got you <strong>in</strong> the bus<strong>in</strong>ess 20 or 30 yearsago—those great customer relationships.”cont<strong>in</strong>ued on 2422l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
Help<strong>in</strong>g You get tHere. greatamerica.Where do you Want to takeyour bus<strong>in</strong>ess?“EGP DocumentSolutions has valuedwork<strong>in</strong>g together withGreatAmerica as truebus<strong>in</strong>ess partners. Wetrust GreatAmericawith our clients. Thanksto GreatAmerica, ourbus<strong>in</strong>ess has successfullygrown over the years.”GreatAmerica is committed to help<strong>in</strong>g you getthere. From Managed Pr<strong>in</strong>t Services and HRsupport to Managed IT Services, we’ve developeda suite of offer<strong>in</strong>gs that go well beyond traditionalf<strong>in</strong>anc<strong>in</strong>g solutions.Our goal is to help you achieve greater success.Visit us at Booth #511John GleasonVice PresidentEGP Document Solutions625 First St. SE, Suite 800 | Cedar Rapids, IA 52401 | 800.234.8787
e n xSTATE OF INDUSTRYWhy Most Dealers Don’t Do MPS Right“The most common hurdlesdealers need to overcomewith MPS are <strong>in</strong> pric<strong>in</strong>g dealswith confidence, tra<strong>in</strong><strong>in</strong>g andimplement<strong>in</strong>g a consistent salesprocess, and manag<strong>in</strong>g the operationalrequirements of programdelivery,” says Ray Loisel, SeniorVice President of MPS for WestPo<strong>in</strong>t Products. “West Po<strong>in</strong>t hasbeen consistently respond<strong>in</strong>g toour customers’ needs by provid<strong>in</strong>gadditional MPS solutions via ourAxess Program. In the past two yearswe have developed the <strong>in</strong>dustry’smost accurate TCO pric<strong>in</strong>g tool, which is powered by <strong>in</strong>dustrydata from BEI Services; comprehensive sales tra<strong>in</strong><strong>in</strong>g; andAxess Express, a full-service, turn-key program for dealersseek<strong>in</strong>g to partner for MPS program fulfillment.”West Po<strong>in</strong>t often sees an opportunity with dealers who havehad bad experiences sell<strong>in</strong>g MPS <strong>in</strong> the past.“When we are work<strong>in</strong>g with adealer who has had a priorbad experience either sell<strong>in</strong>gor manag<strong>in</strong>g an MPS contract, weview this as an opportunity toassist the dealer <strong>in</strong> be<strong>in</strong>g moresuccessful mov<strong>in</strong>g forward,” statesSarah Henderson, Director of MPSOperations for West Po<strong>in</strong>tProducts. “Sometimes the solutionis simply be<strong>in</strong>g able to utilize theAxess TCO for pric<strong>in</strong>g calculations,tra<strong>in</strong><strong>in</strong>g and implement<strong>in</strong>g aconsistent sales process or even outsourc<strong>in</strong>gcontract management. OneRay LoiselSenior VPWest Po<strong>in</strong>t ProductsSarah HendersonDirector of MPSWest Po<strong>in</strong>t Productssize does not fit all, which is why our team looks to provideflexible and comprehensive solutions for each dealer’s uniqueneeds. Mov<strong>in</strong>g forward with MPS after a past failure can bedifficult from a psychological po<strong>in</strong>t of view, but we f<strong>in</strong>d that <strong>in</strong>many cases the solutions we provide give dealers the confidencethey need to move forward and be successful.”Ken Stewart with Photizo Group references how thePhotizo channel research (Hybrid Provider Index andPOWRR Assessments) cont<strong>in</strong>ues to reveal the samesuccess barriers to MPS over and over aga<strong>in</strong>. Those encompasscommitment from ownership as well as the will<strong>in</strong>gness formanagement to take ownership of the MPS program. Stewartnotes that many dealers still don’t understand the amount oftime it takes to start and grow an MPS practice as well as thelengthy sales-lead times.A go-to-market strategy (packag<strong>in</strong>g and pric<strong>in</strong>g) is another areawhere dealers consistently stumble and fall. Stewart suggestsbr<strong>in</strong>g<strong>in</strong>g <strong>in</strong> the right expertise and figur<strong>in</strong>g out a compensationplan as well as some sort of f<strong>in</strong>ancial alignment to measureprogress.“Ensure the ball isn’t dropped after it’s sold,” states Stewart.“You need to <strong>in</strong>stall key processes <strong>in</strong> the sales, implementation,and management aspects of the process. Have your managementteam walk through clos<strong>in</strong>g a deal and tak<strong>in</strong>g care of thecustomer.”F<strong>in</strong>ally, it comes down to executionand that requires aggressive market<strong>in</strong>g.“Each l<strong>in</strong>e manager shouldunderstand key performance metricsand the entire team should betalk<strong>in</strong>g the same language,” notesStewart. “The tough th<strong>in</strong>g aboutthis k<strong>in</strong>d of transition is that thereare more hurdles to overcome thanjust gett<strong>in</strong>g your monthly salesnumbers on the board. The operationalaspect of execut<strong>in</strong>g profitablyoften eludes most resellers until theyKen StewartPhotizo Groupare well <strong>in</strong>to the program, feel<strong>in</strong>g like they’ve made all the<strong>in</strong>vestments. Then they look around and don’t understand whyth<strong>in</strong>gs aren’t work<strong>in</strong>g the way they are supposed to.”Stewart emphasizes the need to measure progress while plugg<strong>in</strong>gPhotizo’s MPS Provider Scorecard. “This gives dealers aquick, cost-effective way to measure themselves aga<strong>in</strong>st ourMPS Leaders’ Index,” says Stewart. “We’ve also found thatoffer<strong>in</strong>g stronger f<strong>in</strong>ancial analysis is important as well. Thekey issue I cont<strong>in</strong>ue to see <strong>in</strong> resellers around the globe is thatthey are do<strong>in</strong>g all this hard work, but not see<strong>in</strong>g the benefitthey could be realiz<strong>in</strong>g by tun<strong>in</strong>g up their bus<strong>in</strong>ess.” uScott Cullen has been writ<strong>in</strong>g about the office technology<strong>in</strong>dustry s<strong>in</strong>ce 1986. He’s a regular contributor to <strong>ENX</strong>.24l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
e n xBUSINESS PROFILEePartsroomProvid<strong>in</strong>g Dealers with Cost-Efficient, Total Environmental Solutions s<strong>in</strong>ce 1996This isn’t break<strong>in</strong>g news. ePartsroom isquickly becom<strong>in</strong>g an <strong>in</strong>dustry leader <strong>in</strong>provid<strong>in</strong>g remarketers, leas<strong>in</strong>g companies,manufactures and copier dealerships with totalend-of-life environmental solutions <strong>in</strong>clud<strong>in</strong>g thereuse, recycl<strong>in</strong>g and remanufactur<strong>in</strong>g of officeequipment, parts and components. Their <strong>in</strong>novativeremarket<strong>in</strong>g and recycl<strong>in</strong>g programs offertheir partners the highest residual values from lease-end assetsthrough an <strong>in</strong>novative <strong>in</strong>verse-manufactur<strong>in</strong>g process. From acomponent level they offer additional revenue stream whileensur<strong>in</strong>g clients are provided the <strong>in</strong>dustry’s most advancedenvironmentally responsible, data security (hard drives) andrecycl<strong>in</strong>g Solutions. What differentiates ePartsroom from theircompetitors? They work with their clients to design a costeffective end-of-life management process that solves theirneeds by unlock<strong>in</strong>g value <strong>in</strong> a variety of materials and reduc<strong>in</strong>gthe demands on our natural resources. Each step of the demanufactur<strong>in</strong>gparts process is systematically designed to<strong>in</strong>crease efficiency and add real value to any service department.And not many dealers are aware of this, but Epartsroomis currently the <strong>in</strong>dustry’s only certified downstream recycler.Recovery and Ref<strong>in</strong><strong>in</strong>g• Efficient and Secure Reverse Logistics to ship material• DoD Standards Data Security Protocols (Hard Drives)• Manual Demanufactur<strong>in</strong>g with automated processes• Mechanical Demanufactur<strong>in</strong>g with separation, shredd<strong>in</strong>gand sort<strong>in</strong>g technologies• Industry compliant and audited material waste-stream• Certified electronics recycl<strong>in</strong>g downstream partners (R2,e-Stewards)• Refurbish and Remarket<strong>in</strong>g• Full automated test<strong>in</strong>g of all equipment,components and parts• Wholesale and retail outlets• Multiple E-Commerce Sites• Transparent onl<strong>in</strong>e revenue and assetreport<strong>in</strong>g technologyFrom a Dealer’s perspective,ePartsroom’s commitment to provid<strong>in</strong>gthe highest quality copier parts, componentsand supplies at the lowest possibleprices offers real value and <strong>in</strong>creasedservice profitability . Not only do theyoffer every part <strong>in</strong> their onl<strong>in</strong>e catalogs atwholesale prices, but they also ship theirproducts to multiple countries outside thecont<strong>in</strong>ental United States! They understand thedemands that are placed upon office equipmentservice departments <strong>in</strong> meet<strong>in</strong>g customer needs.That is why most parts are <strong>in</strong> stock and can beshipped the same day. In addition, the companystocks a large number of hard to f<strong>in</strong>e expensiveparts at used parts prices. Once placed, all orderscan be tracked onl<strong>in</strong>e from the po<strong>in</strong>t of confirmationto delivery, with expedited shipments or special requestsgiven the highest attention <strong>in</strong> order to limit the customer’sdown time.Let’s face it, used and refurbished parts are noth<strong>in</strong>g new to theoffice equipment <strong>in</strong>dustry. In fact for years dealers and manymanufacturers have realized the cost sav<strong>in</strong>gs associated withused parts. This common boneyard practice has helped bothlarge and small dealers save millionsof dollars throughout the years.“We know used parts are noth<strong>in</strong>g<strong>in</strong>novative <strong>in</strong> this <strong>in</strong>dustry. It is howwe provide this used parts solutionthat’s truly unique,” says TomPorter, General Manager.“Quality and accuracy are lead<strong>in</strong>gobjectives <strong>in</strong>side our processes; we beg<strong>in</strong> by de-manufactur<strong>in</strong>ga copier classify<strong>in</strong>g all of the parts and components so that ourcustomers can f<strong>in</strong>d any part by part number, description, bymodel, and by category. This level of search <strong>in</strong>creases the successof our customer’s onl<strong>in</strong>e shopp<strong>in</strong>g experiences,” expla<strong>in</strong>sDaniel Garcia, Product Manager.Stephen Parker of Marimon Bus<strong>in</strong>ess Systems Inc. says abouttheir website, “I like the way it’s laid out—just a few clicksof the mouse to get to the right accessory or part. Quick andeasy check out process. Very reasonable prices.”Howard Kancilia of Celerity Corp adds, “We likeus<strong>in</strong>g the website for a resource.” “It is a go-toresource,” says Leslie, his partner and wife, “I use itall the time. I would also recommend their excellentcustomer service and onl<strong>in</strong>e knowledge base.” Theyalso add, “[ePartsroom is] always prompt.Their warranty process is easier than withmanufacturers, and whenever we have adifficult question, the staff is very responsive.”Roger Tupa of Countywide CopierServices says, “Very helpful outstand<strong>in</strong>gservice…If I have questions, it’s easy to geta hold of them, make sure [our] customer ishappy and answer any problems. I buy a lotof equipment from them too.”cont<strong>in</strong>ued on 2826l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
e n xBUSINESS PROFILEePartsroomWhatever the issue, ePartsroom is therefor their dealer customers. ePartsroomregularly conducts surveys to identifywhat is important to their customers.When it comes to purchas<strong>in</strong>g parts andsupplies for a dealership, for some,pric<strong>in</strong>g is the top priority. For others, itis mak<strong>in</strong>g sure the product matchesOEM quality. And, of course, it’s thecustomer service that one receives thatmakes all the difference.When customers are asked if they willuse ePartsroom aga<strong>in</strong>, the answer is aresound<strong>in</strong>g, “Yes!” all around.BENEFITS TO DEALER CUSTOMERS :{Build<strong>in</strong>g a customer-centric organization}a Offer<strong>in</strong>g same as OEM Quality productsa Website is a great research tool, s<strong>in</strong>ce every product canbe sourced through no less than 5 different search methodsaaaaaaaaOEMs many times list new parts and the same oldermodel parts with different part numbers and higherprice; however, at the ePartsroom website if you searchthe new number or the old number you get the same lowcost partCustomers can track and make changes to their ordersprior to shipp<strong>in</strong>g, all from a secured web-based dashboard,with email notification throughout every step ofthe “Pick, Pack and Ship Process” updat<strong>in</strong>g customersof the order’s statusBar coded order management: UPC Bar Cod<strong>in</strong>g throughoutthe entire process (e.g., sales orders, pick<strong>in</strong>g andpack<strong>in</strong>g tickets on every product) ensures a higherdegree of order accuracyUnabridged Secure Customer account access from thewebsite, view<strong>in</strong>g all account activity as far back as 2005Simple checkout/Same day shipp<strong>in</strong>g/Free shipp<strong>in</strong>g onorders over $200/Hassle free returnsAll products are repackaged to new OEM standards30 day satisfaction guarantee100% Security Hard Drive PrivacyBENEFITS TO OEM’S & LEASINGCOMPANIES{A new approach to remarket<strong>in</strong>g wholesalemach<strong>in</strong>es}ePartsroom has closely monitored the regulatorylandscape, track<strong>in</strong>g the <strong>in</strong>creas<strong>in</strong>gnumber of states to enact electronic wasteregulations for end-of-life electronics andthe <strong>in</strong>evitable comprehensive Federal lawsthat will eventually pass <strong>in</strong> Wash<strong>in</strong>gton.ePartsroom has developed built-<strong>in</strong> systemsand processes to provide stakeholdersempirical data on recycl<strong>in</strong>g material andbelieves that as these new regulations onrecycl<strong>in</strong>g and reuse operations are the law of the land, thatcopier manufacturers will realize that recycl<strong>in</strong>g is not amongtheir core competencies and choose to outsource these operationsto companies like ePartsroom who have specific productknowledge and already established, audited and certifieddownstream recycl<strong>in</strong>g partners.aaaaaaaManage End of Life AssetsSource to remarket Excess & Obsolete (E&O) InventoriesSupport reduc<strong>in</strong>g carbon foot pr<strong>in</strong>t market<strong>in</strong>g <strong>in</strong>itiativesCertified Recycler/Audit Downstream EnvironmentalcomplianceData Security ComplianceePartsroom process supports OEM’s susta<strong>in</strong>abilityobjectivesOEM’s outsourc<strong>in</strong>g closed-loop recycl<strong>in</strong>g to ePartsroomcan focus <strong>in</strong>ternal resources on mission critical operations“Our mission is to provide cost effective solutions to our dealercustomers <strong>in</strong> an <strong>in</strong>creas<strong>in</strong>gly competitive bus<strong>in</strong>ess environment,”adds Tom Porter. “It’s not just a plaque on the wall,it’s truly a guid<strong>in</strong>g pr<strong>in</strong>ciple for us.”ePartsroom strives to achieve professionalism and promptservice for their customers by ma<strong>in</strong>ta<strong>in</strong><strong>in</strong>g one of the <strong>in</strong>dustry’smost extensive <strong>in</strong>ventory of high-quality used copierparts and compatible supplies, so they are ready to be shippedout. Their <strong>in</strong>ventory of used parts, refurbished components andassemblies are processed under the highest Quality Assuranceprotocols <strong>in</strong> the <strong>in</strong>dustry. Each product is <strong>in</strong>spected to ensurethey meet or exceed OEM quality parts performance standards,and they are meticulous about attention to accuracy ofproduct descriptions and part numbers to ensure customersreceive the replacement parts they order. With a strong <strong>in</strong>ventorymanagement system, a simple onl<strong>in</strong>e order<strong>in</strong>g process,and, when needed, a hassle-free return policy, there’s no questionwhy smart dealers choose to partner with ePartsroom. u28l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
GE CapitalBuy direct from GE CapitalChoose from off-lease and repossessed mach<strong>in</strong>es competitively pricedto sell from manufacturers <strong>in</strong>clud<strong>in</strong>g: Canon, Ricoh, Toshiba, Sharp,Konica, Xerox, Kyocera and more! With a wide range of configurationsand low-usage mach<strong>in</strong>es available, we provide Internal and Externalconditions on all copiers. We have <strong>in</strong>ventory at various locationsthroughout the US, contact us now for all your used copier needs.For more <strong>in</strong>formation on availability of copiers, please contact:Ryan Ahearn203-749-6011ryan.ahearn@ge.comOr visit: www.geasset.com/copiersScan this code with your smartphone to visit our showcase now.IMPORTANT NOTICE: Noth<strong>in</strong>g here<strong>in</strong> shall be construed as (i) an approval or commitment to sale by GE Capital to any person; and all transactions are subject to f<strong>in</strong>al <strong>in</strong>vestment/complianceapproval by GE Capital and the execution of mutually satisfactory def<strong>in</strong>itive documentation; or (ii) any guarantee or promise of pric<strong>in</strong>g/f<strong>in</strong>anc<strong>in</strong>g terms or availability thereof whichmay fluctuate or cease to be available depend<strong>in</strong>g on any change <strong>in</strong> the relevant market. All sales of available equipment will be for commercial use only and not for any personal, familyor household use, and will be “as is”, “where is”, with all faults, without recourse or warranty of any k<strong>in</strong>d or nature, express or implied. Any available equipment warranty will be providedby third parties unrelated to GE Capital and neither GE Capital nor any of its affiliates has any responsibility with respect to such equipment warranty. NOTHING HEREIN CONSTITUTES AREPRESENTATION OR WARRANTY, EXPRESS OR IMPLIED, OF ANY KIND.
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e n xSTRAIGHT TALKState of the Remanufactur<strong>in</strong>g Industryactually shirt bus<strong>in</strong>ess away from newmolds to remanufactured productss<strong>in</strong>ce remanufactur<strong>in</strong>g stands on muchmore solid IP foot<strong>in</strong>g due to right torepair doctr<strong>in</strong>es. 3. Core availabilityis a big challenge as cores are thelifeblood of legitimate remanufacturers.New mold makers use this as onereason for the development of newmolds, which circumvent the need tocollect. The bottom l<strong>in</strong>e is this; <strong>in</strong> mostmarkets 60-70% of all cores are stillJames P. MeyersNCCthrown away. It comes down to consumer education. The coresare there, we just need to <strong>in</strong>cite the end user to remove themfrom landfills and to re-use them versus send to the OEMs forgr<strong>in</strong>d<strong>in</strong>g. They need to understand that send<strong>in</strong>g for re-useensures their consumer choice, whereas send<strong>in</strong>g to the OEMhastens the demise of the aftermarket which will ultimatelylead to a lack of alternatives to high price OEM consumables.Meyers: The cont<strong>in</strong>ued supply of clone cartridges is a hugechallenge to the remanufacturer. We believe cont<strong>in</strong>ued focuson present<strong>in</strong>g a quality product made <strong>in</strong> the U.S. offers us acompetitive advantage over imported clone product.Roderick: The greatest threat to the <strong>in</strong>dustry is the same as itwas 5, 10, 20 years ago...provid<strong>in</strong>g poor quality products.Inferior quality or puffed up market<strong>in</strong>g claims do noth<strong>in</strong>g morethan denigrate the perception of what our <strong>in</strong>dustry can offer.Our strategy is simple, build products that perform and partnerwith resellers who have the same values.Willert: Technology changes and advancements are always athreat. What we have done is partner with our vendors that arethe “best of the best” <strong>in</strong> the <strong>in</strong>dustry to keep ahead of the latestcutt<strong>in</strong>g edge technologies.3. How do OEM cartridge collection programs and the firstsale doctr<strong>in</strong>e restrictions affect how you do bus<strong>in</strong>ess?Willert: This is obviously a concern, and everyone is watch<strong>in</strong>gthis very closely. Every day we are improv<strong>in</strong>g and streaml<strong>in</strong><strong>in</strong>gour core collection strategies and this will never stop. Our goalis to ensure we take care of our customers and future customerswithout any <strong>in</strong>terruption.Roderick: As OEMs have <strong>in</strong>creased their effectiveness <strong>in</strong> collect<strong>in</strong>gempties for destruction there has been a significantimpact on the pric<strong>in</strong>g and availability of certa<strong>in</strong> models. In late2011 we <strong>in</strong>vested heavily <strong>in</strong> our ReCore program, whichallows us to 1) Comply with first sale, 2) Acquire the necessaryraw materials at a favorable cost and 3) Provide our resale partnerswith another tool to help them deliver new value to theirend users.Goldberg: There are still plenty of cores. Clearly OEM firstsale restrictions and OEM collection impacts the base of availablecores but given that the vast majority are still thrown awaywe have millions at our disposal. We just need to present a morecompell<strong>in</strong>g value proposition to users than OEMS can to swaytheir choice <strong>in</strong> terms of where their collected cores end up.4. How has MPS impacted the remanufactur<strong>in</strong>g bus<strong>in</strong>ess?Goldberg: Mostly positive. It has opened up two channels ofbus<strong>in</strong>ess for us that didn’t exist before: On the end user side,MPS has allowed us to penetrate the formerly OEM only bastionof enterprise sized end users who were contractuallylocked up. Major dealers are now penetrat<strong>in</strong>g these accountsus<strong>in</strong>g remans. On the dealer side, we now have access via managedpr<strong>in</strong>t and managed services to new customers <strong>in</strong> theIT/VAR realm that wouldn’t have touched a toner cartridgeprior to MPS. In addition, most major copier OEMs offer brandagnostic MPS solutions powered by high quality aftermarketproducts for devices that aren’t their own. This has fostered agreat deal of OEM/Aftermarket cooperation.Roderick: MPS has seen growth over the last few years <strong>in</strong>some channels. The biggest change to the remanufactur<strong>in</strong>g<strong>in</strong>dustry has been the <strong>in</strong>novation the <strong>in</strong>dustry has brought to thetable to create longer last<strong>in</strong>g, higher yield models to reduce thenumber of units that need replac<strong>in</strong>g, <strong>in</strong>crease call avoidanceand drive the CPP lower. This type of <strong>in</strong>novation cont<strong>in</strong>ues toprovide a greater value to the end user and the reseller than anOEM strategy.Joe ShulmanILGShulman: The opportunity to savemoney, time, and the freedom to knowthat pr<strong>in</strong>ter services are automated isextremely important. To the remanufacturer,it gave us the challenge to createnew products and offer extendedyields for these CPP opportunities.Aftermarket toners compete well andgive the <strong>in</strong>dustry an edge to offervalue, especially with the Jumbo yieldproducts.Meyers: If the MPS provider is <strong>in</strong>dependent from the OEM, itpotentially is a great benefit. MPS providers have an <strong>in</strong>herent<strong>in</strong>terest <strong>in</strong> high quality, low cost per image performance. Thatis a great match for us as a supplier to these providers.Willert: For us it has been a great success. The programs thatwe have put <strong>in</strong> place over the last couple of years have justtaken off. Most of our dealers are grow<strong>in</strong>g by leaps andbounds.cont<strong>in</strong>ued on 3432l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
e n xSTRAIGHT TALK cont<strong>in</strong>ued from 32State of the Remanufactur<strong>in</strong>g Industry5. It’s been said there can be qualityissues with remanufactur<strong>in</strong>g if virg<strong>in</strong>cores are not used. As a result, mostcores get used once and end up <strong>in</strong> alandfill. So while some say remanufactur<strong>in</strong>gis good for the environmentbecause it reuses, others say it is betterto recycle the cores. Has there been anysignificant development <strong>in</strong> your R&Dto address this issue?Goldberg: This reuse versus recycle is amajor tenet of OEM market<strong>in</strong>g aga<strong>in</strong>stour <strong>in</strong>dustry. In some cases the OEMSare correct if we only use cores once andthrow them away. The reality today differsfrom what OEMS propagandize;most major remanufacturers are ISO14001 certified and go to great lengthsto document cont<strong>in</strong>uous improvement <strong>in</strong>terms of landfill waste and recycl<strong>in</strong>g. Inmany cases parts that aren’t reused,rang<strong>in</strong>g from plastic, corrugate metal,and alum<strong>in</strong>um, are recycled. In addition,there are strides be<strong>in</strong>g made to recyclenon-virg<strong>in</strong>s. We are <strong>in</strong>vest<strong>in</strong>g heavily <strong>in</strong>this area, as are others. We will only doso if there is no fall off <strong>in</strong> quality.Meyers: Reus<strong>in</strong>g anyth<strong>in</strong>g is a muchmore efficient use of resources than torecycle. At NCC, we take our charterseriously as we strive to reuse as muchof our supply as possible while strictlyma<strong>in</strong>ta<strong>in</strong><strong>in</strong>g quality.Willert: We never compromise on quality,period. We have too many MPSproviders that absolutely rely on the performanceof our cartridges. We havetripled our R&D and Quality Controlstaff over the last couple of years andare see<strong>in</strong>g amaz<strong>in</strong>g results. For the cartridgesthat cannot be remanufactured toour specifications, we have an end oflife solution that recycles the cartridges<strong>in</strong>to reusable product. And this is not“waste to energy,” i.e. burn<strong>in</strong>g cartridges,which is widely used. We have agreat solution for our dealers as well asthe end user.Roderick: This argument has beenaround a long time and we cont<strong>in</strong>ue tosee an ebb and flow between OEM only- multi cycle production models. Thebest remanufactur<strong>in</strong>g companies todaydo not allow any of their non-usableunits to end up <strong>in</strong> landfills and have notfor the last few years. The effective useof both downstream waste expert serviceproviders and reuse of certa<strong>in</strong> OEMcores provides us with both the greatestenvironmental benefits as well as costand performance considerations. Ourcompany has <strong>in</strong>vested heavily over thelast few years <strong>in</strong> cont<strong>in</strong>u<strong>in</strong>g to analyzethe practicality of multi-cycl<strong>in</strong>g thecores on a model-by-model basis. Asnewer materials and processes cont<strong>in</strong>ueto be developed, we are committed tobe<strong>in</strong>g at the forefront of this, with anabsolute and unwaver<strong>in</strong>g commitment toquality first. u34l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
e n xMANAGED ITBy David PohlmanThe Journey of Managed IT ServicesNearly everyone <strong>in</strong> the officeequipment <strong>in</strong>dustry readilyadmits that our <strong>in</strong>dustry is undergo<strong>in</strong>gchange. Many decidedly progressivedealers are down the path, or determ<strong>in</strong><strong>in</strong>gtheir path, of evolv<strong>in</strong>g their bus<strong>in</strong>esses.While equipment marg<strong>in</strong>s cont<strong>in</strong>ueto fall <strong>in</strong> the <strong>in</strong>dustry, service-relatedmarg<strong>in</strong>s rema<strong>in</strong> fairly solid. Managed ITservices br<strong>in</strong>gs fresh enthusiasm andopportunity. Clearly, new skills and technicalabilities are essential, but the bus<strong>in</strong>essmodel bears a close resemblance towhat dealers have been practic<strong>in</strong>g foryears. Office equipment dealers are quiteat ease with plac<strong>in</strong>g equipment, refresh<strong>in</strong>ghardware and provid<strong>in</strong>g services forrecurr<strong>in</strong>g revenue. If you’ve started downthis path, or are consider<strong>in</strong>g do<strong>in</strong>g so, it’simportant you view it as a journey. Onethat will develop over time as you learn,ga<strong>in</strong> experience and build the tools andprocesses for success.Where does the JourneyBeg<strong>in</strong>?If you’re consider<strong>in</strong>g gett<strong>in</strong>g <strong>in</strong>to managedIT services, there are three optionsto consider: you can build, buy or partner.There are benefits and drawbacks toeach option. Generally speak<strong>in</strong>g, build<strong>in</strong>gyour own solution allows you themost control over your managed IToffer<strong>in</strong>g, but this takes time, a significantamount of resources and can be verycostly. Buy<strong>in</strong>g an exist<strong>in</strong>g IT bus<strong>in</strong>ess isanother viable option, but can also becost prohibitive. A dealer needs to performproper due diligence to ensure thebus<strong>in</strong>ess it is purchas<strong>in</strong>g has best-<strong>in</strong>-classtools and qualified personnel to br<strong>in</strong>g tothe table. When acquir<strong>in</strong>g another bus<strong>in</strong>ess,company culture alignment is paramountand can be quite a challenge. Ifspeed to market and m<strong>in</strong>imiz<strong>in</strong>g theupfront <strong>in</strong>vestment is important to you,then partner<strong>in</strong>g is often a great way toget started. It can allow a dealer to createa profitable recurr<strong>in</strong>g revenue streamstart<strong>in</strong>g with the first agreement signedby the first customer.Just over three years ago, we recognizedthe need to help dealers and resellersoffer managed IT services to their customers.To provide a relatively low costand quick way to enter this space,GreatAmerica started Collabrance LLCand <strong>in</strong>vested <strong>in</strong> the Network OperationsCenter (NOC), Help Desk, tools andprocesses to help our customerssucceed. S<strong>in</strong>ce that time we’ve been onour own journey. We’ve leveraged ourknowledge of and experience <strong>in</strong> theoffice equipment space and <strong>in</strong>formationtechnology to speed our own success.Alongside our customers, we’ve figuredout best practices.Who Needs This Service?As you embark on your journey, you’llf<strong>in</strong>d there are a lot of organizations thatwould love managed IT services, but youdon’t necessarily want them as customers.Simply putt<strong>in</strong>g your “managedIT services sh<strong>in</strong>gle out” and sign<strong>in</strong>g upevery customer that comes your way canbe disastrous.So let’s talk about the customer profile.From the Collabrance perspective, wesee the ideal customer size with<strong>in</strong> therange of 15-50 users, particularly <strong>in</strong> theearly stages of a managed servicesprovider’s bus<strong>in</strong>ess. With<strong>in</strong> that range,our dealers are able to create great valueand alleviate the IT burden.Greater than 50 or so users, and companiestend to have their own IT departmentsand are accustomed to a level ofonsite attention that can be difficult toreplicate as an outsource provider. Largercustomers can also make it difficult foryour <strong>in</strong>ternal resources to scale effectively,putt<strong>in</strong>g customer satisfaction at risk.It’s important to note that while a serviceand support offer<strong>in</strong>g from a partnershiplike Collabrance has the capability ofscal<strong>in</strong>g quickly, youronsite technicalresources and processes also need to beready to keep up with customer growth.Beyond size, we also encourage ourCollabrance partners to consider choos<strong>in</strong>gprospects that depend on technologyand value its uptime. If the customer istoo small, or isn’t highly dependent onsystem availability, cost is just go<strong>in</strong>g tobe viewed as too high for value delivered.They are go<strong>in</strong>g to be very cost oriented,require a lot of attention, and willlikely avoid <strong>in</strong>vest<strong>in</strong>g <strong>in</strong> upgrad<strong>in</strong>g technology,all of which will reduce yourability to create a profitable relationshipwith them.Once you’ve identified the general profileof a prospective customer, take thetime early on to really understand theirtechnology environment. Your customers’technology environments arego<strong>in</strong>g to have a wide range of stabilityand reliability. The range spans fromcompletely out of date and dilapidated, tohighly efficient with current hardwareand software, perhaps only requir<strong>in</strong>g afew tweaks to become optimized.If you jump <strong>in</strong> and offer fixed cost managedIT services to those customers withcompletely out of date and dilapidatedenvironments, you’ll end up with farmore effort required and a significantprofit marg<strong>in</strong> reduction. Additionally,your customer’s satisfaction will becompromised. By gett<strong>in</strong>g an accuratetechnology assessment upfront, you willhave the opportunity to educate yourcustomer on the status of their environmentand the best approach to help themachieve their bus<strong>in</strong>ess goals efficientlyand effectively.This may <strong>in</strong>volve more effort upfront,<strong>in</strong>clud<strong>in</strong>g <strong>in</strong>vestments <strong>in</strong> their <strong>in</strong>frastructure,such as, servers, PCs, etc. Thiseffort makes their environment moreefficiently supported and <strong>in</strong>creases theircont<strong>in</strong>ued on 3836l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
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e n xMANAGED ITThe Journey of Managed IT Servicesperformance, uptime and satisfaction.These hardware <strong>in</strong>vestments are often‘swallowed’ better by putt<strong>in</strong>g them on amonthly payment. Sound familiar?Gett<strong>in</strong>g the TechnologyStandardized Improves theJourneyStabiliz<strong>in</strong>g the customer’s environmentprior to sign<strong>in</strong>g them onto a fixed pricemanaged IT services agreement is generallyhow dealers grow profitably.They tend to get there by realiz<strong>in</strong>g thecritical benefit of standards. This<strong>in</strong>cludes your technology offer<strong>in</strong>g, or“technology stack”.When it comes to the technology offer<strong>in</strong>g,dealerships must th<strong>in</strong>k like a CIO. Ina larger enterprise sett<strong>in</strong>g, the CIO strivesto standardize the technology its employeesuse. They understand that you can’tbe an expert <strong>in</strong> every antivirus softwareprogram, hardware platform or firewall.CIOs rely on standards. This is asimilar approach to your dealership standardiz<strong>in</strong>gon one or two OEM copierl<strong>in</strong>es, because you can’t be an expert <strong>in</strong>four or five. You can quickly see how thisbecomes problematic when consider<strong>in</strong>gall of the technologies <strong>in</strong> a customer’senvironment. How can you become anexpert on every hardware, software, security,email, and data protection technology?You can’t. So consider th<strong>in</strong>k<strong>in</strong>g likea CIO, and standardize the technologyoffered to your customers, and your customerswill benefit from your efficiency.If you choose the customer profile well,assess their situation and engage accord<strong>in</strong>gly,your experience will be smootherand your profits on this journey will begreater. This is where a solid partner canbe a big help by br<strong>in</strong>g<strong>in</strong>g provenprocesses and technology standards tothe relationship.Does the TechnologyOffer<strong>in</strong>g Evolve with theJourney?I th<strong>in</strong>k the answer to this question is yes.These days, it’s easy to get overwhelmedwith the technology solutions that IT canprovide. There’s mobility solutions,cloud comput<strong>in</strong>g, virtualization… andthe list goes on. Additionally, you’reused to focus<strong>in</strong>g <strong>in</strong> on your customers’pr<strong>in</strong>t output devices, now there’s servers,workstations, software, etc. There areaspects of the technology offer<strong>in</strong>g thatare simply go<strong>in</strong>g to require you tobecome more educated.Before sell<strong>in</strong>g your first managed ITcontract, we recommend gett<strong>in</strong>g comfortablewith your <strong>in</strong>itial technology offer<strong>in</strong>g.Look around your own office; ask afriend who owns a small bus<strong>in</strong>ess with20 workstations or fewer if you can takea look around their office. (Or a coupleof customers that match this criteria.)Don’t try to sell anyth<strong>in</strong>g, just get a feelfor where your dealership will be able toprovide the most value. Is it data protection,provid<strong>in</strong>g uptime, end user helpand/or security and email that will be <strong>in</strong>your <strong>in</strong>itial offer<strong>in</strong>g? Someth<strong>in</strong>g different?As you do this with a few smallerenvironments, you’ll f<strong>in</strong>d there is a coreset of th<strong>in</strong>gs they all need. Aga<strong>in</strong>, standardizeon these offer<strong>in</strong>gs so that youga<strong>in</strong> efficiencies for you and your customers.You can then start your productportfolio there and grow it as you growwith your customers and as you ga<strong>in</strong>knowledge and experience.Though You’ve Arrived, theJourney Doesn’t EndImag<strong>in</strong>e gett<strong>in</strong>g a call from one of yourcustomers. They’re ask<strong>in</strong>g for your op<strong>in</strong>ionrelat<strong>in</strong>g to the new build<strong>in</strong>g they’reconstruct<strong>in</strong>g for their bus<strong>in</strong>ess. Their callto you is the first call they’ve madeseek<strong>in</strong>g advice. It is at that po<strong>in</strong>t youknow you’ve arrived! They truly see youas a trusted advisor. They’re buy<strong>in</strong>g ITservices from you with a predictablemonthly payment, and they’re us<strong>in</strong>g allthe services <strong>in</strong> your wheelhouse. Buteven then, the journey doesn’t end.Through quarterly or monthly reviewsand cont<strong>in</strong>ued engagement with yourcustomers you’ll be viewed as an <strong>in</strong>tegralpart of their team, help<strong>in</strong>g themsupport their overall bus<strong>in</strong>ess strategy.When you’ve got that k<strong>in</strong>d of relationshipwith your customers, you canquickly see where offer<strong>in</strong>g managed ITservices can be a great way to enhanceyour exist<strong>in</strong>g successful bus<strong>in</strong>ess. uDavid is Chief Operat<strong>in</strong>g Officer andmember of the Office of the President atGreatAmerica F<strong>in</strong>ancial Services, theparent company of Collabrance LLC. Inhis role as Chief Operat<strong>in</strong>g Officer,David is responsible for the sales, market<strong>in</strong>g,operations and strategic plann<strong>in</strong>gfor all eight Bus<strong>in</strong>ess Units with<strong>in</strong>GreatAmerica.Note: David Pohlman is moderat<strong>in</strong>g twodealer panels at ITEX <strong>2013</strong>, one titled ABetter Path to Partner<strong>in</strong>g for ManagedNetwork Services, held on <strong>April</strong> 17 th at11:00 a.m. The other session he is moderat<strong>in</strong>gis titled Top Lessons Learned <strong>in</strong>Build<strong>in</strong>g My Managed IT ServicesBus<strong>in</strong>ess. This session is be<strong>in</strong>g held <strong>April</strong>18 th at 10:00 a.m.38l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e<strong>April</strong> <strong>2013</strong> l www.enxmag.com •39
e n xDEALER SPOTLIGHTA Conversation with Steve ValentaPresident of OffixGrowth is noth<strong>in</strong>g new to Offix, aGa<strong>in</strong>esville, Virg<strong>in</strong>ia-based officetechnology dealership. They’vebeen grow<strong>in</strong>g consistently s<strong>in</strong>ce the companywas founded <strong>in</strong> 1999 by PresidentSteve Valenta and have their sights set onfuture growth. The dealership which sellsa mix of Canon, Sharp, Océ, Kip, MBM,Secap, HP, and Samsung devices alongwith solutions from EFI, eCopy, Drivvehas also been a long-time provider ofmanaged pr<strong>in</strong>t services. We spoke withValenta about his bus<strong>in</strong>ess, the <strong>in</strong>dustry,and his strategies to grow the bus<strong>in</strong>ess.The year has only just begun, how’s itgo<strong>in</strong>g so far?Valenta: We’re extremely busy. Weacquired another company the first weekof December and that branch is start<strong>in</strong>gto take off like crazy.What segments of your bus<strong>in</strong>ess aredo<strong>in</strong>g well?Valenta: We’re do<strong>in</strong>g well with connectedproducts, software solutions, andmanaged pr<strong>in</strong>t. We just landed anotherlarge managed pr<strong>in</strong>t services contract.That’s been very good for us. We’vebeen do<strong>in</strong>g managed pr<strong>in</strong>t services formany years even before they made it abig deal by call<strong>in</strong>g it MPS.Who are your customers?Valenta: We’re <strong>in</strong> one of the better markets<strong>in</strong> the United States—theWash<strong>in</strong>gton D.C. market. Even with theeconomic downturn the government isgrow<strong>in</strong>g and we’re grow<strong>in</strong>g a lot withthem. And of course with the governmentwe’ve got government contractors,<strong>in</strong>clud<strong>in</strong>g a lot of the larger ones. We’realso <strong>in</strong> one of the better real estate markets.Our customers are just about everywherealthough they’re ma<strong>in</strong>ly governmentcontractors and real estate.Who is your biggest competition <strong>in</strong> yourmarket?Valenta: We probably go head to headwith everybody. Be<strong>in</strong>g <strong>in</strong> the D.C. market,you have your Sharps, your Konicas,your Ricoh directs, and you probablyhave four <strong>in</strong>dependent dealers for eachmanufacturer all <strong>in</strong> the same market.Why do customers end up choos<strong>in</strong>gOffix?Valenta: I’m not a sales and market<strong>in</strong>ggenius, I’m an ex tech, ex service manager.Everyth<strong>in</strong>g we do is focused onprovid<strong>in</strong>g the best service to our clients,from imageWare to e-<strong>in</strong>fo, to RemoteTech, to FM Audit; we’ve been us<strong>in</strong>gthese solutions s<strong>in</strong>ce they were first<strong>in</strong>troduced. We’re on the lead<strong>in</strong>g edge oftechnology when it comes to service andwe give our service guys everyth<strong>in</strong>g theyneed to be successful and make decisionson the spot. We don’t need 50 managers.That’s helped us tremendously withretention, and when we tell the story andpeople check our references, they f<strong>in</strong>dout that it’s true.You’re look<strong>in</strong>g to grow through acquisitions,what has your experience withacquisitions been like <strong>in</strong> the past?Valenta: We’ve done two other acquisitionsand have sold a company <strong>in</strong> thepast. They’re all different and they’re alla lot of work. I’m not see<strong>in</strong>g a lot of newcompanies start<strong>in</strong>g up. Basically, I’msee<strong>in</strong>g all the dealers go<strong>in</strong>g after eachother’s clients. If you’re go<strong>in</strong>g to grow Ibelieve it’s got to be through acquisitionbecause the economy is not strongenough to grow any other way.What have you learned from pastacquisitions?Valenta: Because of the <strong>in</strong>frastructurewe have <strong>in</strong> house we’re able to grab acustomer base, along with some servicetechs and a few adm<strong>in</strong> [people] andwe’re able to <strong>in</strong>tegrate them <strong>in</strong>to theOffix family a whole lot easier, especiallywith technology. Fourteen years agowhen I bought my first company theydidn’t even have a computer system, itwas all done on cards—<strong>in</strong>dex cards,Steve Valenta, PresidentOffixservice cards, and punch clock cards.Even our most recent acquisition was notat all up to date with technology. I th<strong>in</strong>kthey all shared one e-mail address <strong>in</strong> thewhole sales department. If companiestoday aren’t go<strong>in</strong>g to get up to date withtechnology I don’t know how they’rego<strong>in</strong>g to survive, so we’re look<strong>in</strong>g forthose opportunities.You also have a five-year plan to addone new office every year, why is thatimportant?Valenta: Like I said, we’re all out heretak<strong>in</strong>g each other’s clients because therearen’t any new bus<strong>in</strong>esses out thereopen<strong>in</strong>g up like it used to be. So theonly way we’re go<strong>in</strong>g to grow is to growby acquisition. I talk to a lot of my otherfriends <strong>in</strong> the bus<strong>in</strong>ess and they’re alldo<strong>in</strong>g the same.Last year you grew your managed pr<strong>in</strong>tservices bus<strong>in</strong>ess at 150 percent yearover year, how’d you do that?Valenta: Everybody has made a big dealabout managed pr<strong>in</strong>t services over thelast two or three years, but I’ve been <strong>in</strong>this <strong>in</strong>dustry for over thirty years; it’s nodifferent than a cost per copy on a copiermach<strong>in</strong>e. We’ve been do<strong>in</strong>g it forever;what’s made it better for us is companieslike FMAudit and Pr<strong>in</strong>t Audit, they’vegiven us a software solution to manage[the devices] much better than we wereable to <strong>in</strong> the past. We have used technologyto our benefit which has helped uscont<strong>in</strong>ue to grow.What did you learn about sell<strong>in</strong>g managedpr<strong>in</strong>t services dur<strong>in</strong>g that time thatyou didn’t know at the beg<strong>in</strong>n<strong>in</strong>g?Valenta: Noth<strong>in</strong>g really. To me it’s notmuch different than what I’ve been do<strong>in</strong>gcont<strong>in</strong>ued on 4240l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
e n xDEALER SPOTLIGHTcont<strong>in</strong>ued from 40A Conversation with Steve Valenta, President of Offixwith copiers, it’s just the software hasmade it so much easier. The manufacturershave made their MFPs and copierseasier to manage as well with this newsoftware technology. I wish I had that 10or 15 years ago, it would have beengreat.There’s a lot of talk about managed network/ITservices, do you see an opportunitythere?Valenta: That’s actually how we startedour bus<strong>in</strong>ess. We used to sell computers,<strong>in</strong>stall them, and manage the network. Igot out of it because I got tired of deal<strong>in</strong>gwith computers. Back then we didn’thave the capability to manage networksremotely even though you still need togo out and see clients on occasion. Westill manage four networks, but hadaround 30 at one time. We’re reevaluat<strong>in</strong>gif that’s a market we want to getback <strong>in</strong>to because that can help us dealwith anyth<strong>in</strong>g that goes <strong>in</strong> workflowsolutions, solutions sales, as well asproduct sales.What’s your biggest challenge runn<strong>in</strong>g adealership?Valenta: In certa<strong>in</strong> circumstances it’sdeal<strong>in</strong>g with manufacturers—gett<strong>in</strong>ganswers and th<strong>in</strong>gs resolved. We dealwith four manufacturers now and theyall do th<strong>in</strong>gs differently and there’s noroadmap to success with any of thembecause you need to follow a differentmap each time to resolve issues. Thatand f<strong>in</strong>d<strong>in</strong>g competent sales people areour two biggest challenges. As far as thebus<strong>in</strong>ess goes, we have a great modeland it runs itself for the most part.What would you say is the biggest difference<strong>in</strong> your dealership today comparedto 1999?Valenta: In 1999 I was by myself. Idrove the truck and did it all. Now Ihave a great support<strong>in</strong>g staff and team tohelp the company grow.Where do you see the biggest opportunitiesfor growth go<strong>in</strong>g forward?Valenta: If you’re not work<strong>in</strong>g the solutionsales, that’s go<strong>in</strong>g to be the determ<strong>in</strong><strong>in</strong>gfactor a lot of the time. Notevery company out there needs it, but ifyou’re go<strong>in</strong>g to dabble with the mediumand large-size companies, you’re go<strong>in</strong>gto have to be up on technology andsolutions.What does the rest of the year have <strong>in</strong>store for Offix?Valenta: We’re look<strong>in</strong>g to make moreacquisitions. I’d like to do two this year.We’re mov<strong>in</strong>g <strong>in</strong>to a new office <strong>in</strong> ourTidewater area and work<strong>in</strong>g on a newlocation for the Richmond area. Thebiggest th<strong>in</strong>g is open<strong>in</strong>g two new officesand showrooms, mak<strong>in</strong>g more acquisitions,and ga<strong>in</strong><strong>in</strong>g market share throughour sales and market<strong>in</strong>g department. uBy Scott Cullen42l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
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e n xMPS FOCUSBy Khanh PhamThe MPS PlaybookAs is the case with about everynew product or service entry, theevolution of managed pr<strong>in</strong>t services,or what is commonly referred to asMPS, has been a work <strong>in</strong> progress. EachMPS provider may have its own methodologies,<strong>in</strong>terpretations and approaches toMPS. However, they all share the common<strong>in</strong>terest of meet<strong>in</strong>g customerrequirements.A successful MPS provider must be ableto provide value added solutions andprocesses to meet key customer objectives.In its most simplistic form, customersma<strong>in</strong>ly have three needs: supplies,service and a streaml<strong>in</strong>ed, easy-tounderstandbill<strong>in</strong>g.Although few would place MPS on thetechnology pantheon with mobile comput<strong>in</strong>g,smart phones, digital music oreven digital duplicators, better knownthese days as copiers or multifunctionpr<strong>in</strong>ters (MFPs), <strong>in</strong> the bus<strong>in</strong>ess documentmanagement world, MPS is asequally important as the aforementioneds<strong>in</strong>ce it has measurably facilitated bus<strong>in</strong>esspr<strong>in</strong>t<strong>in</strong>g. MPS provides customerswith a major benefit — a s<strong>in</strong>gle vendor,or the proverbial “one throat to choke.”The advantage of purchas<strong>in</strong>g goods or<strong>in</strong>tegrated services from a s<strong>in</strong>gle vendoris often times a game changer for customers.Rather than manag<strong>in</strong>g the <strong>in</strong>efficienciesthat are <strong>in</strong>herent with hav<strong>in</strong>gmultiple vendors, a MPS customer canenjoy the benefits of hav<strong>in</strong>g a documentmanagement ecosystem — one sourcefor supplies and a break/fix service alongwith s<strong>in</strong>gle <strong>in</strong>voice and vendor po<strong>in</strong>t ofcontact.Depend<strong>in</strong>g on the customer bus<strong>in</strong>essmodel, hav<strong>in</strong>g a s<strong>in</strong>gle vendor could alsomean no longer hav<strong>in</strong>g to outlay capitalexpenses for MFPs, scanners or faxmach<strong>in</strong>es. To further simplify expensesand costs, customers also have the optionto pay one flat cost-per-page fee, <strong>in</strong>clusiveof equipment, supplies and service.The ability to assess, implement and executeis vital to a successful MPS engagement.Provid<strong>in</strong>g an ecosystem for a customerbeg<strong>in</strong>s with def<strong>in</strong><strong>in</strong>g their requirements,which starts at the assessmentprocess. The key to a successful assessmentis gather<strong>in</strong>g and def<strong>in</strong><strong>in</strong>g the customerrequirements as much as possibleto better create a more thorough assessmentplaybook. The playbook conta<strong>in</strong>ssuch <strong>in</strong>formation as customer workflows,pr<strong>in</strong>t policy, surveys and questionnaires.The playbook should also conta<strong>in</strong> a vendor’spr<strong>in</strong>t<strong>in</strong>g strategy while provid<strong>in</strong>gguidance to the assessment analyst as heor she beg<strong>in</strong>s the process.The success of an assessment relies oneffective recommendations and presentations.Assessment data can be overwhelm<strong>in</strong>gand unmanageable without theproper tools and processes <strong>in</strong>clud<strong>in</strong>gfloor plans, asset tagg<strong>in</strong>g, device moveor removal, data jacks and model-nam<strong>in</strong>gconsistency. The ability to gather thedata and present it <strong>in</strong> a simple, conciseand easy-to-understand format to thecustomer is essential.As one of the first MPS providers,Toshiba has created tools and processes<strong>in</strong> pursuit of more effective assessmentsand clear, easily understood customerpresentations. With the award-w<strong>in</strong>n<strong>in</strong>gEncompass assessment application,Toshiba analysts and dealers are able tostore and manage the data <strong>in</strong> one databaseand present effective professionalproposals.W<strong>in</strong>n<strong>in</strong>g an account can be an exhilarat<strong>in</strong>gfeel<strong>in</strong>g. The culm<strong>in</strong>ation of hardwork, persistence, resource and time<strong>in</strong>vestment have paid off. Now comesthe difficult part, deliver<strong>in</strong>g on the promisesmade to the customer.Whether implement<strong>in</strong>g a mid-size orenterprise-level account, a MPS providerneeds to have strong implementationprocesses and support <strong>in</strong>frastructures tobe successful. As mentioned earlier, customersma<strong>in</strong>ly careabout fulfill<strong>in</strong>g threeneeds – supplies, service and easy-tounderstandbill<strong>in</strong>g. A successful providercreates programs and processes thatenhance the customer experience <strong>in</strong> thesethree important areas. The deliverablesshould be documented and agreed uponby both parties before the actual implementation,normally <strong>in</strong> the form of aStatement of Work (SOW). The SOWneeds to clearly def<strong>in</strong>e each party’s rolesand responsibilities, sett<strong>in</strong>g proper goalsand expectations.A fleet monitor<strong>in</strong>g tool is paramount <strong>in</strong>establish<strong>in</strong>g the rules of engagement.The tool allows the vendor to create anentitlement list, <strong>in</strong>spect devices, collectmeters for bill<strong>in</strong>g, set up service alertsand depend<strong>in</strong>g on the vendor’s capabilities,provides auto toner replenishment.A MPS engagement, especially cost-perpage,starts with the entitlement list. Thelist def<strong>in</strong>es the devices covered under theagreement. Success may h<strong>in</strong>ge on theability of a vendor to effectively monitorand manage the list. Know<strong>in</strong>g when toadd, remove and make changes to adevice can impact both customer satisfactionand vendor profitability.Part of mak<strong>in</strong>g a customer value propositionis recogniz<strong>in</strong>g what one is capableof offer<strong>in</strong>g. Provide customers withoptions; however, keep the options simpleand executable. When it comes tosupplies management, many customersbelieve the process is uncontrollablefrom both an adm<strong>in</strong>istrative and coststandpo<strong>in</strong>t. The value that a MPSprovider br<strong>in</strong>gs to a customer is simplicity.Offer the customer a portal to orderconsumable supplies for all of their pr<strong>in</strong>tdevices.At Toshiba, we’ve taken the supplies fulfillmentprocess to the next level throughour auto toner replenishment program.The auto toner process provides efficienciesto the customers by deliver<strong>in</strong>g oncont<strong>in</strong>uedon 4644l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e<strong>April</strong> <strong>2013</strong> l www.enxmag.com •45
e n xMPS FOCUScont<strong>in</strong>ued from 44The MPS Playbooktime toner without end user <strong>in</strong>volvement.Equally as important, auto tonerallows the vendor to exercise greatercontrol over the fulfillment process,which is an important cost control driverfor cost-per-page accounts.One of key areas to Toshiba’s success <strong>in</strong>MPS is our device agnostic approach.Aside from sell<strong>in</strong>g Toshiba and non-Toshiba branded devices, we providebreak/fix services to a wide range ofdevices as well. Similar to suppliesmanagement, customers look for vendorscapable of provid<strong>in</strong>g break/fix servicefor all of their devices. In additionto diversity, enterprise customers requirevendors capable of provid<strong>in</strong>g nationalservice coverage along with a nationaldispatch call center. Most MPS vendorsdo not have the capability of provid<strong>in</strong>gservice for all devices or national coverage;therefore, f<strong>in</strong>d<strong>in</strong>g the right partneris the key to success.Bill<strong>in</strong>g encapsulates all the services providedto an account. It is a functionalarea that is often undervalued. It hasgreater significance when revenue orprofitability is not at or below expectations.S<strong>in</strong>ce MPS is such a fluidengagement, there is an <strong>in</strong>herent risk fora vendor to not understand their trueprofitability. Cost control and bill<strong>in</strong>gare two sides of the same co<strong>in</strong>. Costcontrol drivers such as an entitlementlist, auto toner replenishment andadvance <strong>in</strong>spection help control cost.Bill<strong>in</strong>g needs to capture all cost relatedrevenues – meters, billable supplies,time & material costs and <strong>in</strong>stall, move,add and change (commonly known asIMAC) expenses. To ma<strong>in</strong>ta<strong>in</strong> andunderstand true profitability, it is importantfor the vendor to establish a reconciliationprocess or system to consistentlymonitor bill<strong>in</strong>g accuracy.Seven years ago, MPS was a relativelynew bus<strong>in</strong>ess practice <strong>in</strong>troduced to thebus<strong>in</strong>ess document management world.Today, it is not just a norm, it is a bus<strong>in</strong>essrequirement for a vendor to beMPS capable. The differentiationbetween a capable and expert MPSprovider is the provider’s breadth ofvalue-added services. uKhanh Q Pham is Director of Pric<strong>in</strong>gand Program Management for ToshibaAmerica Bus<strong>in</strong>ess Solutions, Inc. He isresponsible for oversee<strong>in</strong>g all activitiesrelated to national accounts pric<strong>in</strong>g andprograms and he also manages the company’spost-sales implementation andoperational management for nationalaccounts. S<strong>in</strong>ce jo<strong>in</strong><strong>in</strong>g Toshiba <strong>in</strong>1997, Khanh has been <strong>in</strong>strumental <strong>in</strong>design<strong>in</strong>g and implement<strong>in</strong>g key operationalprocesses, programs and solutions,<strong>in</strong>clud<strong>in</strong>g Toshiba’s eCommercesystem, global services portal and MPS.46l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
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e n xSALES MANAGEMENTBy Gary SchwartzCan You Teach an Old Dog New Tricks?In 2003, DreamWorks released a comedyentitled Old School. Will Ferrellheadl<strong>in</strong>ed an ensemble cast. Thepremise of the movie was grown menreliv<strong>in</strong>g their college experience completewith creat<strong>in</strong>g their own fraternityamong other th<strong>in</strong>gs. In short, theythought that by do<strong>in</strong>g the th<strong>in</strong>gs theyused to do, they would enjoy similar success.Sadly, th<strong>in</strong>gs did not work out toowell for the guys <strong>in</strong> Old School.Unfortunately, all too many firms <strong>in</strong> our<strong>in</strong>dustry are f<strong>in</strong>d<strong>in</strong>g themselves <strong>in</strong> thesame boat. What used to work out well‘back <strong>in</strong> the day’ does not yield the sameresults today.I speak at various <strong>in</strong>dustry events andconduct workshops with bus<strong>in</strong>ess leadersand reps on a monthly basis. This <strong>in</strong>teractionhas led me to the conclusion thatmany dealers are still struggl<strong>in</strong>g to shedthe old ways and transition to a more targetedapproach. One glar<strong>in</strong>gly obviousarea is cold call<strong>in</strong>g. You would beshocked at the number of people who arestill knock<strong>in</strong>g on doors. I can promiseyou this: there are not many successful‘door knockers’.Unfortunately, most of the Old Dogs areextremely set <strong>in</strong> their ways. They will bethe first <strong>in</strong> the group to vehemently extollthe virtues of the ‘T’ Call or the‘Territory Blitz’ or similar approaches tocover<strong>in</strong>g the perceived opportunity <strong>in</strong> aterritory. Much like Will Ferrell’s charactershout<strong>in</strong>g, “We’re go<strong>in</strong>g streak<strong>in</strong>g!”as he runs alone down the streets; itseems that many are prepared to defendthe old ways to their death or more correctlythe death of their dealership.So if there are any Old Dogs who happento be read<strong>in</strong>g this article, let’s look atsome facts. The follow<strong>in</strong>g is an accuraterepresentation of what you will f<strong>in</strong>d call<strong>in</strong>gon your average <strong>in</strong>dustrial park:• 40% of the units are s<strong>in</strong>gle placementsegment 1 or 2, many of whichare customer owned units• 5% are Fortune 500 companies look<strong>in</strong>gfor a national provider• 5% are a branch office that does notma<strong>in</strong>ta<strong>in</strong> decision authority• 5% are current customers• 5% are named to another rep at yourcompany <strong>in</strong> the CRMThe result is that the rep has wasted 60%of his or her time randomly cold call<strong>in</strong>g!At the end of the day the rep has probablycollected some bus<strong>in</strong>ess cards andbeen shown the door a lot. They mayeven th<strong>in</strong>k they have an opportunity toupgrade that segment one customerowned unit at the tire shop. Or perhapsthey feel as though they can conv<strong>in</strong>cethat defense contractor to make localdecisions. Is this really what you wantyour rep focused on? Do you want themspend<strong>in</strong>g even more time work<strong>in</strong>g a dealthat will not come to fruition?Sure there was a time that cold call<strong>in</strong>gwas necessary. Even if you were unsuccessfulat ga<strong>in</strong><strong>in</strong>g an appo<strong>in</strong>tment, manytimes you were able to ga<strong>in</strong> <strong>in</strong>telligenceabout the account - but at what price?Are you spend<strong>in</strong>g your valuable sell<strong>in</strong>gtime collect<strong>in</strong>g bus<strong>in</strong>esscards and leaseexpirations when you could easily f<strong>in</strong>dthe same (or better) <strong>in</strong>formation by do<strong>in</strong>gsome simple research on the web?I realize for many it is unconscionable orat least uncomfortable to not call onevery s<strong>in</strong>gle account <strong>in</strong> a given geography.When I tell folks they should befocused to 250 accounts, I usually hear,“What about the other 375 accounts <strong>in</strong>my zip?” The answer is simple: if it weremy bus<strong>in</strong>ess, I would want my repsfocused on the 40% of the accounts thathold true opportunity for both the rep andthe company. I do not want time be<strong>in</strong>gwasted call<strong>in</strong>g on the 60% of theaccounts that are dead ends.Of course, Old School worked out withthe typical Hollywood end<strong>in</strong>g. The protagonistssaw the error <strong>in</strong> their ways andchanged for the better and the bad guysgot what was com<strong>in</strong>g to them. The goodnews is it is not too late for the coldcallers out there to get on a more successfultrack.By creat<strong>in</strong>g a well-def<strong>in</strong>ed target list andgather<strong>in</strong>g <strong>in</strong>telligence prior to mak<strong>in</strong>gcontact, reps can make better use of theirprospect<strong>in</strong>g time and ultimately add morereal opportunities to the pipel<strong>in</strong>e. So, canyou teach an Old Dog new tricks? It alldepends on the dog and the teacher.uGary Schwartz is a sales consultant withStrategy Development and has over 14years of broad based experience <strong>in</strong> thebus<strong>in</strong>ess technology and outsourc<strong>in</strong>gspace. Gary was a senior manager withIKON Office Solutions, and later withRICOH <strong>in</strong> sales, f<strong>in</strong>ance, and operationalroles.48l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
e n xHIGH SERVICEGet The RIGHTEquipment! Free Tech Support Free Service Manuals Sales & Market<strong>in</strong>g SupportPr<strong>in</strong>ters 19-65 ppmA4 MFP 29-55 ppmA4 & A3 Copiers 25-40 ppmColor or MonochromeScan to EmailScan to FileScan to USB or PCHigh Volume, Low CostWireless pr<strong>in</strong>t<strong>in</strong>gPr<strong>in</strong>t from Smart PhoneDirect USB pr<strong>in</strong>tUp to 11 x 17 pr<strong>in</strong>t<strong>in</strong>g Bl<strong>in</strong>d Drop ShipmentsContact Niche Equipment forsales <strong>in</strong>formation, technical support &high quality products at the right price!CALL FORBESTPRICES!LOW PRICEPaper ShreddersPersonal ShredderOffice ShreddersIndustrial ShreddersSpecialty ShreddersStrip, Cross, Micro CutPaper Handl<strong>in</strong>gFold<strong>in</strong>g Mach<strong>in</strong>esBooklet MakersFolder InsertersPaper CuttersLam<strong>in</strong>ators, etc.call: 877-446-4243fax: 630-629-6790email: <strong>in</strong>fo@nichee.netor visit www.nichee.net1765 Cortland Ct, Ste IAddison, IL 60101We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e <strong>April</strong> <strong>2013</strong> l www.enxmag.com l 49
e n xFLASH REPORTBy Lou SlawetskyINKJET IS BACKWell, I feel somewhat like RipVan W<strong>in</strong>kle. When I hit thecouch for a much needed nap(recommended by a doctor who keptus<strong>in</strong>g the dreaded phrase, “a man of yourage …”), <strong>in</strong>kjet pr<strong>in</strong>ters had been relegatedto home offices or the lightest ofoffice use. While the purchase price forthe pr<strong>in</strong>ter or MFP was (and rema<strong>in</strong>s)extremely low (some for less than $100),the cost per page, especially for coloroutput, was high, often exceed<strong>in</strong>g 10cents per page.At the same time, hardware cost forlaser, toner based systems began to dropdramatically, mak<strong>in</strong>g these systems morecost effective than <strong>in</strong>kjet for volumes ofany significance. In addition, laser systemsrequired a service component (contract)mak<strong>in</strong>g them completely compatiblewith the dealer service model. Inkjetsystems, on the other hand did not.What’s more, significant numbers ofusers would visit the Internet to purchasesupplies at below dealer cost.Bummer! Inkjet pr<strong>in</strong>ters and All In Ones(AIOs) carried a low price with no marg<strong>in</strong>coupled with no residual service orsupply revenues. Dealers howled and forthe most part ignored these products.Pundits gleefully ganged up on the technologyand relegated it to either low volumesor specialized applications such asphoto pr<strong>in</strong>ters.But, then, I awoke from my nap andfound the world had reversed itself.Inkjet was back. And back with avengeance. It leapfrogged from low volume,specialized applications to highvolume digital pr<strong>in</strong>t<strong>in</strong>g driven by theneed for shorter run on-demand or transactionalapplications. In fact, our friendsat InfoTrends have forecasted that, with<strong>in</strong>the next few years, <strong>in</strong>kjet will accountfor 40% of digital press output.What about the office? Inkjet manufacturers(HP and Brother <strong>in</strong> particular) arecurrently featur<strong>in</strong>g products that theyclaim offer full color output at half thecost of laser pr<strong>in</strong>t<strong>in</strong>g. Moreover, theBrother system features a lateral feedsystem that allows for A3 pr<strong>in</strong>t<strong>in</strong>g withoutan appreciable <strong>in</strong>crease <strong>in</strong> hardwarecost.What happened? Has the world gonemad? Not exactly. However, severaltrends emerged almost at the same timeto produce a “perfect storm” of <strong>in</strong>kjetpotential. Here are just a few.Pigment Based Ink – until now,most <strong>in</strong>kjet <strong>in</strong>ks were water or dyebased. Yes, they were less expensive.But they tended to fade over time andwere sensitive to the substrate (paper)be<strong>in</strong>g used. Porous papers would causethe <strong>in</strong>k to spread, reduc<strong>in</strong>g image quality.More recently, pigment based <strong>in</strong>ks havega<strong>in</strong>ed traction. These are less sensitiveto the substrate selection. Colors arebrighter. And images, while not necessarilyarchival, will outlive us all.Office Pr<strong>in</strong>t<strong>in</strong>g – while the worldwas focused on <strong>in</strong>kjet technology fordigital presses, Hewlett-Packard leveragedtheir Page-Wide Technology thatfeatures a fixed “Page Wide Array” pr<strong>in</strong>thead the width of the page. S<strong>in</strong>ce thepr<strong>in</strong>t head doesn’t move, the system istheoretically able to pr<strong>in</strong>t as fast as youcan move paper. It sounds similar to thenow defunct Edgel<strong>in</strong>e products. Butthose used water-based <strong>in</strong>ks. These usepigment based <strong>in</strong>ks, elim<strong>in</strong>at<strong>in</strong>g many ofthe problems found <strong>in</strong> the older systems.Typical of HP, they took a good idea andmade it better. Howmuch better? Howabout 70 full colorpages per m<strong>in</strong>ute on a multifunctionalsystem that retails for about $800.00?The newly released HP Officejet ProX576dw AIO and its pr<strong>in</strong>ter version, theOfficeJet Pro X. Moreover, HP claims acost per page that is halfthat of toner based, lasersystems. You can see aYouTube video of the AIOpr<strong>in</strong>t<strong>in</strong>g by visit<strong>in</strong>g thisaddress or scan the QR code.http://www.youtube.com/watch?v=9hHI2fXkl9k&feature=youtu.beKodak’s Prosper Systems –featur<strong>in</strong>g cont<strong>in</strong>uous <strong>in</strong>-l<strong>in</strong>e <strong>in</strong>kjet pr<strong>in</strong>t<strong>in</strong>gand roll feed, Kodak’s Prosper systemoffers superb image quality on twosides at speeds of up to 650 feet perm<strong>in</strong>ute. Please don’t make me do themath, s<strong>in</strong>ce the system can pr<strong>in</strong>t “n-up”images. Suffice it to say that it’s REAL-LY REALLY fast. Walk beh<strong>in</strong>d the pressand you’ll note <strong>in</strong>k be<strong>in</strong>g fed from 50-gallon drums. Kodak took us to a massivecustomer production facility <strong>in</strong>South Dakota to see it <strong>in</strong> action. Bigdata meets VDP presses. This may wellbe the most profitable segment ofKodak’s bus<strong>in</strong>ess.cont<strong>in</strong>ued on 5250l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
e n xWe Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e <strong>April</strong> <strong>2013</strong> l www.enxmag.com l 51
e n xFLASH REPORTOEM EquivalentCopier TonerCertified ISO 9001, 14001 ManufacturerSourc<strong>in</strong>g Center - Alternate For OEMEquivalent Supplies (1900 + Items,Compatible 20K + Model of Equipments)Non-Ch<strong>in</strong>a Made ProductsWide Range Compatible Brands & ModelsFocus On GovEd , Corporation &IT Integrator ResellersMFP Fulfillment centerFulfill Order With<strong>in</strong> 24hrs*** Free Shipp<strong>in</strong>g When order over $500+(Purchase at cost list on our catalog)”***Learn How to become one of our reseller:www.OESTECH.comOEMEquivalentCanonOkiToshibaSharpXeroxKyocera MitaRicohSav<strong>in</strong>Konica M<strong>in</strong>oltaNECSamsungEpsonPanasonicHPLanierFacebook L<strong>in</strong>k: https://www.facebook.com/OesTechnology --- Please “LIKE” our page on FaceBook.376 Lemon Creek Drive Ste. F, Walnut CA 91789 l tel: 909-859-1271 l direct: 626-383-5336 l fax: 909-595-8333 l e-mail: sales@oestech.comcont<strong>in</strong>ued from 50INKJET IS BACKXerox Acquires Impika – aFrench manufacturer of high-speed<strong>in</strong>kjet digital presses us<strong>in</strong>g water (dye)based <strong>in</strong>k. This is a departure for Xeroxwho, until now, had been promot<strong>in</strong>gtheir solid <strong>in</strong>k technology <strong>in</strong> theirCiPress products. Impika usesthe piezoelectric D.O.D. <strong>in</strong>kjet technologygenerat<strong>in</strong>g <strong>in</strong>k drops by mechanicaldistortion, as opposed to thermalD.O.D., which generates them by temperature<strong>in</strong>crease. Some say the movesignals trouble for solid <strong>in</strong>k <strong>in</strong> a productionenvironment, while others say itallows Xerox to offer someth<strong>in</strong>g foreveryone.Memjet and Fuji Xerox –remember Memjet? Believe it or not,the company has been with us for morethan 10 years! They were tout<strong>in</strong>g pagewidth array <strong>in</strong>kjet pr<strong>in</strong>t<strong>in</strong>g at the sametime that HP launched their own system<strong>in</strong> their Edgel<strong>in</strong>e products. Now, <strong>in</strong>partnership with Fuji Xerox and others,the company has launched a 60 page perm<strong>in</strong>ute water based system targetedtoward the office space. The companysays that the new systems will be availableus<strong>in</strong>g an “all <strong>in</strong>” pric<strong>in</strong>g plan that<strong>in</strong>cludes hardware, service and supplieson a per page basis. Sounds a lot likeMPS to me.Landa – yes, Benny is still with us.Now, the company has announced aseries of new aqueous <strong>in</strong>kjet digitalpresses capable of speeds of up to13,000 cut sheets per hour. The <strong>in</strong>novativetechnology is said to dry the <strong>in</strong>k onan <strong>in</strong>termediate blanket before apply<strong>in</strong>gthe image to the paper. This, <strong>in</strong> theory,will elim<strong>in</strong>ate many of theproblems associated withwater-based <strong>in</strong>k. I wasimpressed with theirlaunch video fromDRUPA. You can check it out at (orscan the QR code).http://www.youtube.com/watch?v=oKRzDwzYensGet the picture? Inkjet is com<strong>in</strong>g at usfrom all sides. It’s a technology we’veavoided simply because it didn’t fit ourbus<strong>in</strong>ess model. I don’t th<strong>in</strong>k we canignore it any longer. Perhaps we need totake another look at the bus<strong>in</strong>ess modelitself.Full color MFPs at 70 ppm for $800.Would you rather sell it or compete withit? uBy Lou Slawetsky, CEO, IndustryAnalysts, Inc.52l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
e n xRemarketer of Quality Pre-Owned CopiersGroup, Inc.Large Ricoh and Konica M<strong>in</strong>olta Inventory!!!We have over 20 years experience <strong>in</strong> the copier export marketSpecializ<strong>in</strong>g <strong>in</strong> Export Sales & Conta<strong>in</strong>er Load<strong>in</strong>gWe are located only 30 miles from the Port of MiamiOEM & Generic Konica M<strong>in</strong>olta Parts and SuppliesToll Free (800) 960-1119 Ma<strong>in</strong> (954) 978-2121 Miami (305) 751-7878 FAX (954) 978-2412Hablamos Español - Falamos Português3001 W. McNAB ROAD - POMPANO BEACH, FL 33069Web: www.<strong>in</strong>tercomcopiers.com - email: sales@<strong>in</strong>tercomcopiers.comWe Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e <strong>April</strong> <strong>2013</strong> l www.enxmag.com l 53
e n xMPS STRATEGYBy Michael RichHow to Turn 5 Key Bus<strong>in</strong>ess Challenges <strong>in</strong>toMPS SuccessManaged Pr<strong>in</strong>t Services (MPS)are <strong>in</strong>creas<strong>in</strong>gly be<strong>in</strong>g adoptedby organizations look<strong>in</strong>g toenhance how they manage pr<strong>in</strong>t<strong>in</strong>g andimag<strong>in</strong>g resources. To date, most MPSstrategies are focused too narrowly onreduc<strong>in</strong>g cost per pr<strong>in</strong>ted page, and notenough on end-user needs. Pr<strong>in</strong>t andimag<strong>in</strong>g vendors and dealers must helporganizations shift their focus on MPS toachieve the strategic goal of balanc<strong>in</strong>gbetween digitiz<strong>in</strong>g more bus<strong>in</strong>essprocesses and manag<strong>in</strong>g paper-basedworkflows.Work habits are chang<strong>in</strong>g, and much ofthis change is be<strong>in</strong>g felt <strong>in</strong> the conversionfrom paper to digital.The office pr<strong>in</strong>t<strong>in</strong>g market is under pressurefrom a variety of forces. One look athow mobile technologies have permeatedthe entire office ecosystem can demonstratethat quite clearly.These factors have steered the officemarket’s transition to MPS. As traditionalpr<strong>in</strong>t<strong>in</strong>g cont<strong>in</strong>ues to decl<strong>in</strong>e, manufacturersand dealers are promot<strong>in</strong>g MPSas a way to drive growth. Unfortunately,the value proposition for MPS todayrema<strong>in</strong>s focused on reduc<strong>in</strong>g pr<strong>in</strong>t<strong>in</strong>g tolower costs, and many dealers are tak<strong>in</strong>ga short-sided view to the market opportunity.In many ways, the entry-level marketfor MPS has evolved to become a“land grab” strategy with providers utiliz<strong>in</strong>gMPS as a way to steal pages fromcompetitors.The basic problem with the “land grab”approach is there simply are not enoughpages to go around. Multifunction pr<strong>in</strong>ters(MFP) <strong>in</strong> the field or pages undercontract rema<strong>in</strong> the primary measurementcriteria for most MPS providerstoday. In order to drive profits throughMPS, providers consistently look forways to take cost out of the system andto push cost-per-page rates lower andlower. In many ways, MPS has become abus<strong>in</strong>ess driven on price—a commodity.It has become clear that a better valueproposition for MPS is required, not onlyto expand <strong>in</strong>to the broader market, but tocreate a susta<strong>in</strong>able bus<strong>in</strong>ess model forproviders.The good news is MPS has grown significantlyover the past few years, andexperts are predict<strong>in</strong>g this trend will cont<strong>in</strong>uefor at least the next several years.Global revenues from MPS reached$11.03 billion <strong>in</strong> 2011, accord<strong>in</strong>g to <strong>in</strong>dependentmarket research firm IDC, withpr<strong>in</strong>ter and MFP vendors account<strong>in</strong>g for73 percent of the total, while the channeldealers/resellers and professional serviceproviders accounted for 27 percent. Mostmarket research firms, <strong>in</strong>clud<strong>in</strong>g IDC,predict double-digit compound annualgrowth for MPS over the next five years.Vendors look to capitalize on the growthof MPS but they do so by leverag<strong>in</strong>g the“reduced cost” value proposition to takemarket share from their competitors. Butultimately, the goal of any managed pr<strong>in</strong>tengagement should be to drive workerproductivity by creat<strong>in</strong>g the most efficientand effective document workflowenvironment. This is critical forproviders because as revenue from clickchargecontracts cont<strong>in</strong>ues to erode, theopportunity to replace that source of<strong>in</strong>come lies <strong>in</strong> value-added workflowservices.This requires a completely different sell<strong>in</strong>gmotion and approach to the customer.It requires a shift <strong>in</strong> tak<strong>in</strong>g an MPS strategyfocused on lower pr<strong>in</strong>t costs to leverag<strong>in</strong>gcustomer relationships to delivervalue and process efficiencies.Includ<strong>in</strong>g MPS software <strong>in</strong> their offer<strong>in</strong>gswill better position pr<strong>in</strong>t and imag<strong>in</strong>gdealers and their customers toachieve the full potential of MPS <strong>in</strong>itiatives.Software that works <strong>in</strong> multi-brandedMFP environments is an <strong>in</strong>dispensablecomponent of any successful MPSengagement. Only the right assessmentand monitor<strong>in</strong>g toolsand software canprovide <strong>in</strong>sight <strong>in</strong>to how users <strong>in</strong>teractwith their MFP resources and give organizationsthe ability to <strong>in</strong>fluence userbehavior <strong>in</strong> document <strong>in</strong>put- and outputrelatedtasks.Dealers can leverage MPS software toequip organizations to address the follow<strong>in</strong>gfive key bus<strong>in</strong>ess challenges:1. Runaway Pr<strong>in</strong>t<strong>in</strong>g Costs.Organizations are look<strong>in</strong>g to ga<strong>in</strong> controlover their pr<strong>in</strong>t environment equipment,consumables, replenishment, repair andIT operat<strong>in</strong>g costs. MPS software providesactivity track<strong>in</strong>g and analysis capabilitiesfor all pr<strong>in</strong>t<strong>in</strong>g, photocopy<strong>in</strong>g,fax<strong>in</strong>g and scann<strong>in</strong>g to identify improvementareas and cost sav<strong>in</strong>gs. It can deliverresults that <strong>in</strong>clude improv<strong>in</strong>g placementof devices to avoid pr<strong>in</strong>t and scanbacklogs, and rerout<strong>in</strong>g pr<strong>in</strong>t jobs thatdon’t require the highest quality outputto lower cost devices.2. Network and Data SecurityVulnerabilities. With company confidential<strong>in</strong>formation mov<strong>in</strong>g through workflowsevery day, organizations need toestablish a cha<strong>in</strong> of custody for everydocument. MPS software can ensure thesecurity of every pr<strong>in</strong>t, copy and scanjob. For example, it can hold documents<strong>in</strong> a secure server until users authenticateat the MFP so documents are never leftunattended <strong>in</strong> an output tray. MPS softwarealso authenticates user access atMFPs dur<strong>in</strong>g scann<strong>in</strong>g to enforce networkauthentication and permissionswhen <strong>in</strong>dividuals connect to bus<strong>in</strong>essapplications.3. Tackle Information GovernanceRisks. Effectively manag<strong>in</strong>g the lifecycleof documents across the enterprise isessential <strong>in</strong> manag<strong>in</strong>g records managementand statutory compliance risks.MPS software can help organizations besure personnel adhere to company policont<strong>in</strong>uedon 5554l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
MPS STRATEGYe n xCRYSTAL TRADE 888-889-9598For Your&Parts and Supplies!CSISisterCompanyPRINT MANAGER- Powered by PapercutOne stop Copy, Fax and Pr<strong>in</strong>t SolutionsWe Also Sell Canon Used Parts & Assemblieswww.RemanCartridges.comcont<strong>in</strong>ued from 54cies regard<strong>in</strong>g the retention, destruction and distribution of<strong>in</strong>formation. The software also provides activity track<strong>in</strong>g tocreate a useful audit trail of which people and documents were<strong>in</strong>volved <strong>in</strong> scann<strong>in</strong>g and pr<strong>in</strong>t<strong>in</strong>g.4. Address Bus<strong>in</strong>ess Cont<strong>in</strong>uity. Organizations cannot riskthat a bus<strong>in</strong>ess disruption – rang<strong>in</strong>g from equipment failuresand user error to devastat<strong>in</strong>g natural disasters – will result <strong>in</strong>valuable <strong>in</strong>formation assets be<strong>in</strong>g permanently lost. MPS softwareensures that document capture processes conform to corporatedata protection policies so <strong>in</strong>formation is backed upand recoverable <strong>in</strong> the event of an outage. These policies needto cover scanned documents both at the server and desktoplevels to mitigate bus<strong>in</strong>ess risk.5. Stop Counterproductive Workflows. A key part of anyMPS strategy needs to be analyz<strong>in</strong>g office and departmentalworkflows to identify where automation can streaml<strong>in</strong>eprocesses and optimize productivity. Scann<strong>in</strong>g provides an onrampfor add<strong>in</strong>g paper-based <strong>in</strong>formation directly <strong>in</strong>to bus<strong>in</strong>essapplications. It creates searchable digital files whichelim<strong>in</strong>ate the labor required when users hunt for <strong>in</strong>formationmanually – office workers on average spend 16 percent oftheir time search<strong>in</strong>g for <strong>in</strong>formation. Pr<strong>in</strong>t management capabilitiesalso improves workflows such as prevent<strong>in</strong>g abuse ofhigh cost-per-page devices by redirect<strong>in</strong>g documents to themost cost-effective output system.An effective MPS strategy will leverage <strong>in</strong>tegrated softwareand tools to help pr<strong>in</strong>t and imag<strong>in</strong>g dealers go beyond costsav<strong>in</strong>gs and turn customer pr<strong>in</strong>t<strong>in</strong>g resources <strong>in</strong>to a source ofproductivity improvement—<strong>in</strong> other words, a strategic bus<strong>in</strong>essasset. As a result, vendors and dealers can strengthentheir customer relationships to become an <strong>in</strong>dispensable partner.Driv<strong>in</strong>g value and profits for customers translates torepeatable, long-term bus<strong>in</strong>ess that is not easily replaced bycompetitors. uMichael Rich is the senior vice president and general managerof the Nuance Imag<strong>in</strong>g Division, responsible for marketlead<strong>in</strong>goffice productivity solutions that <strong>in</strong>clude eCopy,Equitrac, <strong>PDF</strong> Converter, OmniPage and PaperPort.Manage Pr<strong>in</strong>t &Lower Pr<strong>in</strong>t<strong>in</strong>g<strong>in</strong>g Costs:•Web Pr<strong>in</strong>t (Driverless Pr<strong>in</strong>t)•Real Time Pr<strong>in</strong>t Report<strong>in</strong>g•Rules Based Pr<strong>in</strong>t<strong>in</strong>g•Secure e Pr<strong>in</strong>t Release•Multiple Pay for Pr<strong>in</strong>t charg<strong>in</strong>g options•Cross Platform - <strong>in</strong>stall on most MFPs•Compatible with ITC Systems Loaders,Readers, Netl<strong>in</strong>k Term<strong>in</strong>als, Co<strong>in</strong> Opsand Multiplan Software.Pop UpMFPsWorkstationsPr<strong>in</strong>t Manager r Network ArchitectureePr<strong>in</strong>tServerRelease StationBack EndDatabaseLANComputerLabssFirewallPaymentDeviceInternetRemote Pr<strong>in</strong>t<strong>in</strong>gsales@itcsystems.coms@itcsystems.com314.872.77722 (US)|416.289.2344 (Can)www.itcsystems.comw.itcsystems.comMFPsWirelessOffsiteWe Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e <strong>April</strong> <strong>2013</strong> l www.enxmag.com l 55
e n xMARKETINGBy Ronelle IngramNASCAR Market<strong>in</strong>gIhave been told my bus<strong>in</strong>ess cards, and those of the overachiev<strong>in</strong>gmembers of our service department, look like theexterior of a car decked out for a NASCAR race. But I takethat as a compliment, for accord<strong>in</strong>g to the National Associationfor Stock Car Auto Rac<strong>in</strong>g, NASCAR is consistently able to“package product attributes that capture latent markets.” Myfavorite bus<strong>in</strong>ess cards are crowded with colorful logos, certifications,authorizations and newly achieved awards, as I havealways been a believer <strong>in</strong> be<strong>in</strong>g certified whenever possible.Besides, identify<strong>in</strong>g an appropriate goal and achiev<strong>in</strong>g it isalways worth personal acknowledgement and public announcementof the atta<strong>in</strong>ment.Furthermore, I prefer to work and do bus<strong>in</strong>ess with people that Ibelieve to be by nature goal orientated and a bit competitive—people who are always striv<strong>in</strong>g to achieve the next level ofknowledge and will<strong>in</strong>g to do the extra work required. These arethe types of people I believe will keep their word and go theextra mile when becom<strong>in</strong>g my partner <strong>in</strong> bus<strong>in</strong>ess.Extend<strong>in</strong>g this personal philosophy to my bus<strong>in</strong>ess, atta<strong>in</strong><strong>in</strong>g<strong>in</strong>dustry certifications and awards, along with bus<strong>in</strong>ess andsocial recognition that will place us ahead of the competition, isa priority. Once achieved, make sure your company maximizesthe <strong>in</strong>ternal and external value of your accomplishments. Makea habit of positively differentiat<strong>in</strong>g your company and specificstaff members by recogniz<strong>in</strong>g each significant atta<strong>in</strong>ment onbus<strong>in</strong>ess cards, email signatures, websites and other bus<strong>in</strong>ess literature.This allows your customers and competitors to view thelevel of your of bus<strong>in</strong>ess leadership. Each new recognition canalso be a subtle way to encourage your staff to cont<strong>in</strong>ually takeadvantage of company-sponsored or personally-directed educationalprograms.Hav<strong>in</strong>g your company encourage and sponsor plans for cont<strong>in</strong>uousimprovement is a good way to counteract the commoditizationof the CPC and MPS pric<strong>in</strong>g. The companies with a provenhistory of well-educated staff and progressive management canprovide tangible proof that their company provides a completepackage of network adm<strong>in</strong>istration, document management,managed pr<strong>in</strong>t services and equipment acquisition.The <strong>in</strong>dependent dealer can quickly earn the right to charge a fairand appropriate price for the products and services they offer byachiev<strong>in</strong>g and updat<strong>in</strong>g the market<strong>in</strong>g of their programs andpractices that set them apart from the competition.There is a f<strong>in</strong>e l<strong>in</strong>e between selfaggrandizementand enabl<strong>in</strong>g your (potential) customers tounderstand just how complete and competent your bus<strong>in</strong>essoffer<strong>in</strong>gs are. Certifications provide an official stamp ofapproval from the organization that has set the standards of competency.It also ensures your company and staff understands theimportance of how to plan, start and complete necessary bus<strong>in</strong>essfunctions.A professional way to have your entire staff cont<strong>in</strong>ually advertisethe significance and depth of your company’s ability is todesign a visually attractive bus<strong>in</strong>ess card or to customize the signaturesection of your email. Your web page, social media,brochures and catalog should also reflect company and staffachievements. The commoditization of MPS, document managementand network<strong>in</strong>g adm<strong>in</strong>istration, and compet<strong>in</strong>g withInternet pric<strong>in</strong>g <strong>in</strong>creases the need to cont<strong>in</strong>ually market theaccomplishments that differentiates the products and servicesyour company provides.I recently retrieved a bus<strong>in</strong>ess card I had received from an officeequipment dealer who had attended one of my sem<strong>in</strong>ars. Iwas follow<strong>in</strong>g up on a couple of items he had requested. Ratherthan hav<strong>in</strong>g to write a long emailed explanation, I decided to justcall the company owner. Much to my surprise, his bus<strong>in</strong>ess cardhad the standard address, email, website and telephone number.But there was no area code listed on the bus<strong>in</strong>ess card next to hisphone number. Google quickly helped me discovered that 307is the only area code for all of Wyom<strong>in</strong>g. With all their offices<strong>in</strong> Wyom<strong>in</strong>g I imag<strong>in</strong>e he figured it was neighborly not to<strong>in</strong>clude any unneeded <strong>in</strong>formation. This revelation made meshake my head <strong>in</strong> despair when I realized our current local servic<strong>in</strong>gof Southern California <strong>in</strong>cluded 14 different area codes.Each of us must figure out what is appropriate to <strong>in</strong>clude <strong>in</strong> ourbus<strong>in</strong>ess advertis<strong>in</strong>g.Take a look at your bus<strong>in</strong>ess card. What does it say about you andyour company? Upon return<strong>in</strong>g from an <strong>in</strong>dustry or communitysem<strong>in</strong>ar, conference or trade show, take a look at the bus<strong>in</strong>esscards and other <strong>in</strong>formation you collected while attend<strong>in</strong>g.Before review<strong>in</strong>g these bus<strong>in</strong>ess cards, add your own card to thegroup. Take a quick look at each card and divide them up. Firstappraise each card’s overall first impression. Which cards standout <strong>in</strong> a positive way? What differentiates a card from all the others?Is it the color, the logo or company slogan, a map to youroffice, the type of card stock, or someth<strong>in</strong>g else that caught yourattention? If you perceive yourself as a creative, state-of-the-art,full-service company, make sure your bus<strong>in</strong>ess card and otherpr<strong>in</strong>ted or <strong>in</strong>ternet based <strong>in</strong>formation reflects your perception.cont<strong>in</strong>ued on 5756l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
MARKETINGe n xPARTS FOR COPIERS & PRINTERSCanon, Kyocera, CopyStar, Sharp & HPSe Habla EspanolCALLNOW1-877-Mambo76For Our Specials! (Hablamos Español)cont<strong>in</strong>ued from 56All OEMParts and SuppliesAvailable!In Stock CALL NOW!Tel: 818-778-0100 Fax: 818-778-0101www.officeland.wsOFFICE LANDDur<strong>in</strong>g your sort<strong>in</strong>g process, separate outthe bor<strong>in</strong>g or unattractive cards. Wheredoes your own card fit with<strong>in</strong> the groupof newly arranged stacks? What doesyour bus<strong>in</strong>ess card, and all the otheritems that represent your company sayabout the type of organization you represent?Is there an ecological statement orgreen <strong>in</strong>signia? Is there a reference to asocial media contact? Does your salesand service staff have their CompTIAcertifications or sales awards listed? Isthere 24/7 contact <strong>in</strong>formation? Is there acompany slogan or eye-catch<strong>in</strong>g logo?What memorable statement does yourbus<strong>in</strong>ess card make that will make thereceiver want to follow up with the companyor person that card represents?Are there any cards that you (or the giverof the card) personally wrote someth<strong>in</strong>gon? Sometimes the giver or receiver willmake a notation on the back of their card.Often this is overlooked when bus<strong>in</strong>esscards are be<strong>in</strong>g reviewed face up. Ifsomeone writes on the back of the card,make sure there is a notation on the frontsignify<strong>in</strong>g to turn it over. You can use ahandwritten arrow that po<strong>in</strong>ts to the edgeof the card or fold a crease <strong>in</strong> the card thatrem<strong>in</strong>ds the receiver to turn the cardover.SharpFO-50NDWe Also Carry Konica M<strong>in</strong>olta Brother Canon Copystar HP Panasonic Ricoh Samsung Sharp Xeroxph: 1-877-626-2676 l fax: 562-663-9037 l ask@mambo-trad<strong>in</strong>g.comOnce you figure out what images andwords are most appropriate to attract newcustomers and re-assure current clientsthat you and your company are <strong>in</strong>dustryleaders and worthy of their bus<strong>in</strong>ess,extend this <strong>in</strong>formation to your web page,social media offer<strong>in</strong>gs, brochures, market<strong>in</strong>gcampaigns, advertisements, catalogsand fliers.If your company uses pre-designedadvertisement where you just add yourown company name and logo, you caneasily customize these basic market<strong>in</strong>gmaterials (provided by many vendors) bypr<strong>in</strong>t<strong>in</strong>g on colored, embossed, or lightweightcard stock. You can also havestickers designed with logos or certificationsthat can be added to any pre-exist<strong>in</strong>gcard or other company literature. Theaddition of a branded logo, companycolor scheme or company slogan canquickly customize and <strong>in</strong>crease the brandfamiliarity of pre-designed market<strong>in</strong>gaids.Your company’s customized bus<strong>in</strong>ess literatureneed not to look like a speed<strong>in</strong>gNASCAR advertisement. Your goal is,however, to make sure your company isconsistently recognized as a leader <strong>in</strong>your market. People are usually will<strong>in</strong>gto pay more for a superior product. Valuehas noth<strong>in</strong>g to do with the cheapestVacuum DistributorWe Carry Omega Plus,Supreme & SuppliesSpecialFree Filter**FOR NEW ACCOUNTS ONLY WITH PURCHASE OF VACUUMFREE GROUNDSHIPPING**FOR NEW ACCOUNTS ON ORDERS OVER $200.00*Offer good until <strong>April</strong> 30, <strong>2013</strong> or while supplies last.*Does not apply for weight over 60lb or back order items.price. Creat<strong>in</strong>g an appropriate advertis<strong>in</strong>gstyle that reflects personal and companyachievements can help maximize theunique values your bus<strong>in</strong>ess and staffprovide your current and future clients.uRonelle Ingram, author of Service With ASmile, also teaches service sem<strong>in</strong>ars. Shecan be reached at ronellei@msn.com.We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e <strong>April</strong> <strong>2013</strong> l www.enxmag.com l 57
<strong>ENX</strong> Display Advertiser Index<strong>April</strong> <strong>2013</strong>All Leas<strong>in</strong>g Services 37Repo/Offlease Copiers, Pr<strong>in</strong>ters and FaxesPhone: 866-727-3750Phone: 949-727-3750Fax: 949-727-3850bids@alscopiers.comwww.alscopiers.comAsset Recovery Specialist 61Phone: 866-757-4545auctions@equipmentrecovery.comwww.EquipmentRecovery.comBEI Services 06Copier and Service DepartmentBenchmark<strong>in</strong>g, TechnicianCompensation and Territory Mapp<strong>in</strong>gPhone: 307-587-8446sales@beiservices.comwww.beiservices.comCarol<strong>in</strong>a Wholesale 53One of the largest office mach<strong>in</strong>e andsupply distributors <strong>in</strong> the United States.Phone: 800-521-4600Fax: 800-356-9169sales@cwholesale.comwww.cwholesale.comCopier Network 10Coast to Coast Service ExtensiveCanon and Ricoh SelectionPhone: (510) 746-2080www.copiernetwork.comsales@copiernetwork.comCrystal Trade 55For your Canon & HP Parts & SuppliesPhone: 888-889-9598Fax:713-789-1832anisark@csihouston.comwww.RemanCartridges.comDirect Precise Imag<strong>in</strong>g 62Consistently Delivers 100% USA madeProduct Toner CompatiblesPhone: 888-376-7311www.directpreciseimag<strong>in</strong>g.comDocuWare Corporation 46Build your solutions department& watch your profit growPhone: 888-565-5907dwsales@docuware.comwww.docuware.comECi FMAudit 02Remote meter read<strong>in</strong>g and Managed Pr<strong>in</strong>t ServicesPhone: 800-440-8664 ext. 89172fmaudit@ECiSolutions.comwww.fmaudit.comElectronic Bus<strong>in</strong>ess Mach<strong>in</strong>es 71Copiers/Pr<strong>in</strong>ters Parts & SuppliesPhone: 800-832-6522Fax: 859-281-6328www.ebmky.comEpartsRoom 27Cost Effective Solutions for Circuit Boards& PCB’s, Hard Drives, Fuser & Fix<strong>in</strong>g Parts,F<strong>in</strong>ishers and Sorters and more! Shop onl<strong>in</strong>eat: www.epartsroom.com.Phone: 877-503-7278Fax: 713-849-9001www.epartsroom.comEquipment Brokers Unlimited 71Phone: 800-711-2815 ext. 4017Phone: 818-298-9304dmarder@ebu-llc.comEscalera 68Copier Mov<strong>in</strong>g DevicesPhone: 800-622-1359Phone: 530-673-6318Fax: 530-673-6376www.escalera.comEsha 73Your Success Is Our Bus<strong>in</strong>essPhone: 800-551-ESHAsales@eshacorp.comESP 25http://espei.com/http://surgex.com/<strong>ENX</strong> Mexico & Lat<strong>in</strong> America 69818-550-7547/ 818-550-7527 Faxwww.enxmag.comExpress Sales 45 & 68Samsung Authorized BTA DistributorPhone: 877-777-5001www.escorp.bizFrontier Imag<strong>in</strong>g 42Distributor of Copier, Pr<strong>in</strong>ter & Fax SuppliesPhone: 888-530-8811Fax: 310-898-2788www.frontierimag<strong>in</strong>g.comGE Capital 29Buy pre-owned copiers from GE CapitalPhone: 203-749-6056kristen.desrosiers@ge.comGreat America 23Phone: 800-234-8787www.greatamerica.comGreater Philadelphia Equipment Co. 43Copiers, Accessories, Fax Options& Pr<strong>in</strong>t ControllersPhone: 215-788-7111Fax: 215-788-4445gpec1@verizon.comHytec 71Phone: 800-883-1001 / 407-297-1001Fax: 407-297-4310www.hytecrepair.comI.C.E. International Copier Exchange 35Wholesaler of CopiersPhone: 888-423-2679www.copierpo<strong>in</strong>t.comIDS-International Digital Solutions 19Authorized Toshiba Distributorfor Copiers, Pr<strong>in</strong>ters, Fax OEMParts & SuppliesPhone: 888-372-3700Fax: 562-921-1167suzannecarter@idswc.comsales@idswc.comILG 31OEM CompatiblesPhone: 800-937-2880www.ILGLaser.comImpact Technology 47World Class Copier RemarketerPhone: 866-848-4900www.offleasecopiers.comIndustry Analyst 53Want To Close More Deals?Phone: 585-232-5320<strong>in</strong>fo@<strong>in</strong>dustryanalysts.comwww.<strong>in</strong>dustryanalysts.comIntercom Export<strong>in</strong>g Inc 53M<strong>in</strong>olta Copiers, Parts & SuppliesPhone: 800-960-1119Ma<strong>in</strong>: 954-978-2121Miami: 305-757-7878Fax: 954-978-2412sales@<strong>in</strong>tercomcopiers.comwww.<strong>in</strong>tercomcopiers.comITC 55Phone: 314-872-7772 USAPhone: 416-289-2344 Canadasales@itcsystems.comwww.itcsystems.comJamex 51Copier/Pr<strong>in</strong>ter/Fax Vend<strong>in</strong>g ApplicationsPhone: 800-289-6550Fax: 607-257-1139www.jamexvend<strong>in</strong>g.com58 • www.enxmag.com l <strong>April</strong> <strong>2013</strong> We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
Lasertone 04Phone: 800-700-0733www.LasertoneUSA.comManaged Pr<strong>in</strong>t Services Association 68Contact: Joe BarganierPhone: 614-882-4121buckeyefenn@att.netwww.yourMPSA.comMambo Trad<strong>in</strong>g 57Phone: 877-Mambo76 (626-2676)Fax: 562-663-9037ask@mambo-trad<strong>in</strong>g.comMars International 13Wholesaler of Pre-Owned CopiersPhone: 866-866-MARS (6277)Phone: 973-777-5886Fax: 973-777-5889www.mars<strong>in</strong>tl.comMidwest Copier Exchange 41Used Copier WholesalerWaukegan, IL: 800-863-3693Chicago, IL : 847-249-7011Orlando, FL: 407-856-5678Baltimore, MD: 410-381-5990Santiago, Chile: 562 48 153 77www.midwestcopier.comMITO 07Phone: 86-756-2535246Fax: 86-756-2535769market@mito.com.cnhttp://www.mito.com.cnMSE 11Phone: 800-673-4968 HeadquatersPhone: 800-418-4968 US-East CoastPhone: 877-246-2133 CanadaPhone: +31-36-2601 Europewww.mse.comMWA Intelligence, Inc. 08Phone: 800-875-2371sales@mwa<strong>in</strong>tel.comwww.mwa<strong>in</strong>telligence.comNational Copy Cartridge 33Phone: 619-562-6995Fax: 619-562-6899order@nccreman.comwww.NationalCopyCartridge.comNation Wide Repair Service 69Complete Office Equipment Repair ServicePhone: 866-655-8676Tech Support: 800-798-1814www.nwrs<strong>in</strong>c.comNiche Equipment 49Office Mach<strong>in</strong>es & Supplies DistributorPhone: 630-629-9220Phone:877-446-4243Fax: 630-629-6790www.nichee.netN<strong>in</strong>estar 39Phone: 626-965-6662Fax: 626-965-6667sales@ggimageusa.comNuWorld Bus<strong>in</strong>ess Systems 14 - 18Copier, Pr<strong>in</strong>ter, Fax & Bus<strong>in</strong>ess Mach<strong>in</strong>e SuppliesPhone: 800-729-8320Fax: 800-829-0292<strong>in</strong>fo@nuworld<strong>in</strong>c.comwww.nuworld<strong>in</strong>c.comOES 52Phone: 909-859-1271Direct: 626-383-5336Fax: 909-595-8333sales@oestech.comwww.facebook.com/OesTechnologyOffice Land 57OEM Parts for Copiers and Pr<strong>in</strong>tersPhone: 818-778-0100Fax: 818-778-0101www.officeland.wsOKI 21Phone: 800-Okidata (654-3282)www.Okidata.com/TMPParrot Distribut<strong>in</strong>g 34Authorized Panasonic Panaboards andPr<strong>in</strong>ters Wholes ale DistributorPhone: 800-451-3336Phone: 423-855-1405Fax: 423-855-1434www.parrotdistribut<strong>in</strong>g.comParts Drop 60Copier Parts, Supplies, & Tech <strong>in</strong>fo.Phone: 201-387-7776www.partsdrop.comPr<strong>in</strong>ter Essentials 03Phone: 800-965-1180Fax: 775-850-2630sales@Pr<strong>in</strong>terEssentials.comwww.Pr<strong>in</strong>terEssentials.comReCh<strong>in</strong>a Expo 64 & 65Shanghai, Ch<strong>in</strong>a<strong>April</strong> 22-24, <strong>2013</strong>www.ReCh<strong>in</strong>aExpo.comRoss International 13Buy and Sell Used CopiersPhone: 800-240-7677Phone: 973-365-9900Fax: 973-473-8800purchase@ross-<strong>in</strong>ternational.comwww.ross-<strong>in</strong>ternational.comSe<strong>in</strong>e Technology 49The Worlds Lead<strong>in</strong>g Toner RemanufacturerPhone: 909-869-0730Fax: 909-869-0736sales@se<strong>in</strong>etecusa.comwww.se<strong>in</strong>etecusa.comSINDOH 05Authorized DistributorsCarol<strong>in</strong>a Wholesale Ph: 800-521-4600www.cwholesale.com/SINDOHColl<strong>in</strong>s Distribut<strong>in</strong>g Ph: 800-727-0884www.Coll<strong>in</strong>sDistribut<strong>in</strong>g.comhttp;//www.s<strong>in</strong>doh.comSmartek 51Phone: 626-898-4833gsmartekusa@gmail.comSupplies Wholesaler 74 & 75The Cartridge ExpertsPhone: 866-817-8795sales@SuppliesWholesalers.comwww.SuppliesWholesalers.comToshiba 76Copier / Pr<strong>in</strong>t ManufacturerPhone: 800-GO TOSHIBAwww.toshiba.comTransform <strong>2013</strong> 63Scottsdale, AZMay 6-9, <strong>2013</strong>global<strong>2013</strong>.photizogroup.comUn<strong>in</strong>et 09West Coast: 424-675-3300East Coast: 631-590-1040sales@un<strong>in</strong>etimag<strong>in</strong>g.comwww.un<strong>in</strong>etimag<strong>in</strong>g.comWalGroup LLC 72Phone: 877-368-7788 / 626-336-7088Fax: 626-336-7077sales@WalGroupUSA.comwww.WalGroupUSA.comWorld Of Fax 62Fax, Copiers & Laser Pr<strong>in</strong>ter Parts SpecialistPhone: 1-800-634-9329Fax: 1-866-FAX-PARTSWorldOfFax.comCopierPartsStore.comWe Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e<strong>April</strong> <strong>2013</strong> l www.enxmag.com •59
<strong>ENX</strong> Bus<strong>in</strong>ess Card Directory<strong>April</strong> <strong>2013</strong>Cartridge WarehouseInternational, Inc.For All Your OEM, Compatible& Remanufactured SuppliesAll Makes& Modelswww.Technofix.comVisit CWI at booth: 233CallNowDon’t Get StungBy The Competition!www.cwitoner.comAsk about our12,000 Different SKU’sToners • Inkjets • Laserjets Drums • MICR’sDevelopers • Ribbons • Copy Cartridges • Ma<strong>in</strong>tenance KitsContact Joe: sales@cwitoner.comph: 310-828-2225 l fx: 310-828-22622880 Colorado Blvd., Santa Monica CA 90404TECHNOFIX Office ProductsSAME DAY AND DROP SHIPPING AVAILABLEOEM PARTS& SUPPLIESTel: 818. 545. 8888 Fax: 818. 545. 8890e-maill: rmoradian@technofix.com1412 East Wilson Avenue - Glendale, CA 91206AUTHORIZED DEALER & SERVICE CENTER FORYKC• copiers• pr<strong>in</strong>ters• scanners• fax&UsedCopier SaleUSA, North & South America WelcomeYour One Source for HP and Lexmark Pr<strong>in</strong>ters and Pr<strong>in</strong>ter Parts.HP M4345 NEW Pr<strong>in</strong>tersCB426A HP M4345X $1550CB427A HP M4345XS $2450HP andLexmarkFusers, andMa<strong>in</strong>tenanceKits OEM, 3 rdParty andRefurbHP P4015 Ma<strong>in</strong>t kit Refurb noExchange (CB388A) $190HP P4035 Ma<strong>in</strong>t kit Refurb noExchange (CF064A) $265Register for resale Log<strong>in</strong>at: accutekimag<strong>in</strong>g.comCall toll free (800) 218-9222 3957 Schaefer Ave.Phone: (909) 628-8300 Ch<strong>in</strong>o, CA 91710Fax: (909) 628-8533 Email: sales@accutekimag<strong>in</strong>g.com“Better. Faster.Yadda, yadda, yadda.”Others might talk a good game, but EOS delivers: Speedy payment Contact us now. It really Fast & accurate does pay to work with us!<strong>in</strong>spections Best-<strong>in</strong>-the-bus<strong>in</strong>ess,match-or-beat pric<strong>in</strong>gYour global empties partner s<strong>in</strong>ce 1996.860 291-1900www.eosusa.comWe Buy & Sell Cell Phones | Empty Inkjet & Toner Cartridges | OEM Surplus | Laptops & IT EquipmentYKC, Inc.One Broad Ave #8Fairview, NJ 07022Canon, Konica, Toshiba,Ricoh, Xerox, etc...C 2009 Asay Media Networkwww.golfgong.comHela Changhelachang@gmail.comPhone: 201-313-0055Fax: 201-313-007760 • www.enxmag.com l <strong>April</strong> <strong>2013</strong> We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
<strong>ENX</strong> Bus<strong>in</strong>ess Card Directory <strong>April</strong> <strong>2013</strong>SAVE SOME SERIOUS BANANASon Computer, Copier, Fax, and Pr<strong>in</strong>ter suppliesWe carry the follow<strong>in</strong>g brandsBrother, Canon, Copystar, Gestetner, Lanier, Kip,Konica M<strong>in</strong>olta, Kyocera, Muratec, NEC, Oce, Okidata,Panasonic, Ricoh, Sav<strong>in</strong>, Sharp, Toshiba, and XeroxP: 800-841-1425 • F: 714-523-7954Brian@tonermonkey.com • www.tonermonkey.comC E CULVER ENTERPRISESDigital DuplicatorsRisograph & RicohBought & SoldJP8000JP8500JP4500JP3000RZ990RZ220RZ390RZ5901700370037503770HQ7000HQ9000MZ790* All Models Available------------------------------------Rebuilt Duplicators• Retail Ready• Full Tech Support• Full Parts SupportLLC.BUYINGInk & MastersOld--ExcessInventoryCALL NOW!Phone: 405-912-1700Fax: 405-912-1900TD LASERBUYING EMPTIESTurn YourEmpty CartridgesInto CASH!Call TD Laser Today!phone: 877-465-2737email: silvia@tdlaser.comwebsite: www.tdlaser.comTD LASEREMPTIESWANTED303-465-3134We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e<strong>April</strong> <strong>2013</strong> l www.enxmag.com •61
<strong>ENX</strong> Classified Ads <strong>April</strong> <strong>2013</strong>DPI The Leader InNew DevelopmentAnd Niche ProductsDPI offers 20 years of Industry experience as well as provide full technical supportand service for all of our products offer<strong>in</strong>gs. DPI products are manufactured, testedand packaged <strong>in</strong> the USA and backed by superb technical support and customerservice. DPI offers same day shipp<strong>in</strong>g, no m<strong>in</strong>imum order requirements, bl<strong>in</strong>d dropshipp<strong>in</strong>g is available and we have one of the largest selections of USA madecompatible toner cartridges. We take compliancy very seriously at DPI <strong>in</strong> regards toall our cartridges as well as the components we use.Ask about our FREE SHIPPING offer and Empty Toner Cartridge Buyback Program.For further <strong>in</strong>formation and monthly specials, visit our website atwww.directpreciseimag<strong>in</strong>g.com or call 888-376-7311Extensive Research and Development Deliver More Vibrant Colors:March <strong>2013</strong>Samsung CLX-8380 ColorsDell B1260Kyocera TK-572 ColorsFebruary <strong>2013</strong>Source Tech 9612 / 9620 MicrXerox Phaser 7800 ColorsBrother TN-750January <strong>2013</strong>HP Pro 200 colors (CF210x-CF213a)Xerox Phaser 6700 ColorsKyocera TK-152 ColorsDecember 2012Xerox 3320Xerox WC3315 / 3325M<strong>in</strong>olta 4750 ColorsWE SELL EMPTIESEmpties For Sale2002201210 YearsCollected <strong>in</strong> USADRUM * FUSER * INKJET * TONERNO MINIMUMS * SAME DAY SHIP585 -872-5802empties@Imag<strong>in</strong>eRecycl<strong>in</strong>g.comwww.Imag<strong>in</strong>eRecycl<strong>in</strong>g.comAdvertise In <strong>ENX</strong>Post YourEmploymentOpportunitiesFREE on the<strong>ENX</strong> Website!Help WantedFor more <strong>in</strong>formation visitwww.<strong>ENX</strong>MAG.comNO MINIMUM ORDERMICR AVAILABLEBLIND DROP SHIPPINGNEWEST RELEASESCOLOR I MICR I NICHE IMade In The U.S.A.S<strong>in</strong>ce 1994WE BUY EMPTIESRE-BUILD YOUREMPTY PROGRAM SAVE!All of DPI products are manufactured 100% <strong>in</strong> the USA!MPSCall Us For Daily Specials!1-888-376-7311Fax, Copier &Laser Pr<strong>in</strong>ter Parts SpecialistFREE PARTS RESEARCH FORCANON(Live friendly assistance all day)NO PARTS #’s NEEDED TO ORDERWE STOCK FUSER UNITS, FEED KITS, DRUM KITS,CIRCUIT BOARDS & MANUALS• HARD DRIVES FOR ALL COPIERS IN STOCK. ALL BRANDS• NETWORK & SCANNER OPTIONS IN STOCK• FAX KIT OPTIONS FOR ADD ON TO ANY EXISTING COPIER• FUSER UNITS & CIRCUIT BOARDS. ALL MODELS IN STOCK• Order parts without parts #• Parts Ship Same Day• Free parts diagramsCANONCall Us For Free Parts ResearchDial: 1-800-634-9329 or 1-866-FAX-PARTVisit our websites at: WorldOfFax.com and CopierPartsStore.comCalendar of Industry Events & Trade ShowsHTG SummitMay 6-9, <strong>2013</strong>Dallas, TX - USAhttp://www.htgmembers.com/Newsletter/Upcom<strong>in</strong>gEvents.aspTransform Global <strong>2013</strong>May 6-9, <strong>2013</strong>Scottsdale, AZ - USAwww.photizogroup.com/global<strong>2013</strong>InteropMay 6-10, <strong>2013</strong>Las Vegas, NV - USAwww.<strong>in</strong>terop.comDocuworld <strong>2013</strong>May 8-10, <strong>2013</strong>Dallas, TX - USAwww.docuware.comLabel Summit Lat<strong>in</strong> America <strong>2013</strong>May 14-15, <strong>2013</strong>Sao Pãulo, Brasilhttp://www.labelsummit.com/brazil/Recharger East Expo <strong>2013</strong>May 16-17, <strong>2013</strong>Keiv, Ukra<strong>in</strong>ewww.rechargereastexpo.comTiara Group Toner<strong>2013</strong> ConferenceJune 2-4, <strong>2013</strong>Santa Barbara, CA - USAwww.<strong>2013</strong>tonerconference.comReciclamais South AmericaExpo <strong>2013</strong>June 18-20, <strong>2013</strong>Sao Pãulo, Brasilwww.reciclamais.comBTA Mid America <strong>2013</strong>June 17-18, <strong>2013</strong>Chicago, IL - USAwww.bta.orgCompTIA Breakaway <strong>2013</strong>July 29-31, <strong>2013</strong>Orlando, FL - USAhttp://www.comptia.org/home.aspxExpo Sign & Serigrafia Argent<strong>in</strong>aAugust 29 - 31, <strong>2013</strong>Costa Salguero ExhibitionCenter, Argent<strong>in</strong>ahttp://www.exposign.com.ar/BTA East <strong>2013</strong> District EventSeptember 26-27, <strong>2013</strong>Baltimore, MD - USAwww.bta.orgSGIA Expo <strong>2013</strong>October 23-25, <strong>2013</strong>Orlando, FL - USAhttp://www.sgia.org/events/current_expo/sgia13/Exhibit/exhibitor_services.cfmBTA Southeast <strong>2013</strong> DistrictEventOctober 25-26, <strong>2013</strong>Waynesville, NC - USAwww.bta.ordBTA West <strong>2013</strong> District EventNovember 7-8, <strong>2013</strong>Las Vegsa, NV - USAwww.bta.orgBus<strong>in</strong>ess Imag<strong>in</strong>g ExpoDecember 10-12, <strong>2013</strong>Las Vegas, NV - USAwww.rechargermag.com* For a complete List<strong>in</strong>g of Calendar Events visit www.<strong>ENX</strong>MAG.com62 • www.enxmag.com l <strong>April</strong> <strong>2013</strong> We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
SCOTTSDALE, AZMAY 6-92 0 1 35Th<strong>in</strong>gs You Should KnowAbout Transform <strong>2013</strong>1 2 3 4 5EDUCATIONBeyond a trade show,this event focuses oneducation and tra<strong>in</strong><strong>in</strong>g.Three days, three tracksand one workshop. TrackOne: The Core (Hardwareand Supplies); Track Two:Today (Services); Trackof the Future/DigitalNETWORKINGDiscuss yourchallenges and share“This isthe place to networkwith the MPS thoughtleaders to help you makeconnections and generatenew ideas to move yourprogram forward.” SarahHenderson, DirectorMPS Operations, WestPo<strong>in</strong>t ProductsQUALITYNo sales pitches.We review everypresentation and strip“Veryfocused with not onlyhigh-quality sem<strong>in</strong>arsand speakers, but alsohigh quality attendees.”Donald Lee, VicePresident, YoungSystems CorporationsENERGYThe excitement iscontagious and thebuzz <strong>in</strong>tense - ignite“I reallyenjoyed the conferenceand found it <strong>in</strong>spir<strong>in</strong>g;my head is sp<strong>in</strong>n<strong>in</strong>g withideas and opportunities.”Matt Jones, Consultant,Managed ServicesCONNECTWith the newTransformation <strong>2013</strong>App you can connectwith anyone anytime.This app provides youwith the tools you needto be successful. Seeoffer<strong>in</strong>gs, giveaways andnetwork<strong>in</strong>g opportunities.Create a personalschedule of sessions andarrange meet<strong>in</strong>gs withother attendees.Register with<strong>ENX</strong> Magaz<strong>in</strong>eand save 15%Use code <strong>ENX</strong>15MEDIA SPONSORglobal<strong>2013</strong>.photizogroup.comWe Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e<strong>April</strong> <strong>2013</strong> l www.enxmag.com •63
64 • www.enxmag.com l March <strong>2013</strong> We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>eMarch <strong>2013</strong> l www.enxmag.com •65
e n xTECHNICAL TIPSBy Britt HorvatIntroduction to the Xerox® Phaser®7500 & 7800 pr<strong>in</strong>tersThe Phaser® 7500, and 7800which followed, make some stunn<strong>in</strong>gfull color pr<strong>in</strong>ts. They arealso designed with some new <strong>in</strong>novativetechnologies which reduce energy consumption.They are well received <strong>in</strong> themarket and there are quite a few of themout there nowadays. Some of the 7500sare beg<strong>in</strong>n<strong>in</strong>g to come off contract sothey’re beg<strong>in</strong>n<strong>in</strong>g to show up <strong>in</strong> theaftermarket. It’d be a good idea to learna bit about them.In this article, we’ll take a quick look atthe new technologies which thesemach<strong>in</strong>es utilize. We’ll also focus onthe Fault Code mean<strong>in</strong>gs and how toclear some of the faults from diagnostics(the codes which require resett<strong>in</strong>g).The first <strong>in</strong>novation is that <strong>in</strong>stead ofus<strong>in</strong>g a traditional Laser Unit or RasterOutput Scanner (ROS) assembly, theseuse LED arrays (LPH = LED Pr<strong>in</strong>tHeads). In the brochures, they call thetechnology “Hi-Q® LED” technology;the advantages are that the LEDs useless energy and are quieter than amach<strong>in</strong>e us<strong>in</strong>g a laser with its ROSmotor constantly sp<strong>in</strong>n<strong>in</strong>g the mirrors. Iimag<strong>in</strong>e that with less mirrors and nomov<strong>in</strong>g parts, this solid-state design willlikely require less attention, althoughtime will tell if the LED bars hold up orif they develop problems later <strong>in</strong> life.The newer model, Phaser 7800, also<strong>in</strong>troduces a new type of fuser, whichuses Induction Heater (IH) technology.Tak<strong>in</strong>g a Phaser 7800 fuser apart leavesone with more questions about how itworks than answers. Induction Heat<strong>in</strong>gis def<strong>in</strong>itely alien to what we are allused to see<strong>in</strong>g. It is said to require lessenergy, especially <strong>in</strong> standby, and yet ithas a far quicker warm up time (15 secondscompared to 46 seconds for the7500 model which has a more traditionaldesign us<strong>in</strong>g good ol’ heat lamps).So, just how green are these mach<strong>in</strong>es <strong>in</strong>the f<strong>in</strong>al analysis? Let’s compare thestats from the OEM brochures for thesePhaser 7500two models with the Phaser 7760 thatthese guys replaced.It appears that the newer models are<strong>in</strong>deed more efficient, especially whenyou see that they use less than half asmuch power at standby. Not sure whythe 7800 shows a higher wattage usedur<strong>in</strong>g pr<strong>in</strong>t<strong>in</strong>g and so high a wattage <strong>in</strong>Power Save. Maybe the tradeoff withthe new Induction Heater is that it takesmore power to run pr<strong>in</strong>ts when calledon. Pretty cool stuff.Now here is an abbreviated list of theFault Codes which the mach<strong>in</strong>e mayreport. The codes with asterisks next tothem require resett<strong>in</strong>g from Diagnostics.We’ll have a peek at how to clear techrep codes later on. The full list <strong>in</strong> theService Manual is over 300 l<strong>in</strong>es long,so this list has been trimmed down withgeneralization about some groups offaults (010-xxx are all fuser faults, forexample) and then the list goes on to lista few of the specific ones of particular<strong>in</strong>terest because they are either commonor they require resett<strong>in</strong>g fromDiagnostics.Phaser 7800This is a pretty quick glimpse. At leastwith this list you’d have a rough ideawhere to look <strong>in</strong> the mach<strong>in</strong>e if a faultcode is com<strong>in</strong>g up on screen.Note: **Some faults (marked with asterisks)will not r eset by themselves. Onceyou have repaired the cause of the fault,you will need to go <strong>in</strong> and clear the faultbefore the mach<strong>in</strong>e will even attempt toget pr<strong>in</strong>t<strong>in</strong>g aga<strong>in</strong>. Below is how toclear tech rep faults:1. Hold down ‘Back’ and ‘Help’ buttonstogether while turn<strong>in</strong>g the pr<strong>in</strong>ter on.2. Cont<strong>in</strong>ue to hold the buttons until yousee “Service Diagnostics V. x.xxx,Initializ<strong>in</strong>g” on the display; you canthen release the two buttons.3. Scroll down through the ServiceDiagnostics Menu and select“NVRAM Access”. In the subm enuwhich shows up, scroll down to“Clear Tech Rep Faults”. Choosethis and then look for the fault youare experienc<strong>in</strong>g and reset it.You can also choose from the same“NVRAM Access” list: “Reset CRULife Counters”. This is necessary if youare replac<strong>in</strong>g any of the CustomerReplaceable Units (CRU) such as thecont<strong>in</strong>ued on 6766l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
TECHNICAL TIPSe n xIntroduction to the Xerox® Phaser®7500 & 7800 pr<strong>in</strong>terscont<strong>in</strong>ued from 66Fuser Module, Transfer Roll Assembly, Belt CleanerAssembly or Toner Waste Bottle.Well, hopefully that should do the trick to get everyone startedat least. We’ll have to return to this series and f<strong>in</strong>d out moreabout what else you can do from Diagnostics <strong>in</strong> a future article.Happy repairs everyone.uXerox brand copiers, pr<strong>in</strong>ters and fax mach<strong>in</strong>es. You can f<strong>in</strong>dmore <strong>in</strong>formation, <strong>in</strong>clud<strong>in</strong>g many of Britt’s past <strong>ENX</strong> articleson their website, www.partsdrop.com. If you’d like to readmore about Xerox brand office equipment, there’s also a completelist<strong>in</strong>g of past articles under contribut<strong>in</strong>g writers on the<strong>ENX</strong> website (www.<strong>ENX</strong>MAG.com).Britt works for The Parts Drop, a company whose primarybus<strong>in</strong>ess is provid<strong>in</strong>g parts, supplies and <strong>in</strong>formation forWe Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e <strong>April</strong> <strong>2013</strong> l www.enxmag.com l 67
e n x68l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
Peril ril de de Compania CompaniaCaso de Estudio Estudio Reporte InfoTrendsConectando personas, ideas y productos de la Industria d delaImpresión en las AméricasPublicado por Invierno no 20 01/ Primaveraa 2012 Vol. 4 No. 1Lat<strong>in</strong>oaméricaw.enxmag.comPublicado porGuía del compradorVista desde las Tr<strong>in</strong>cherasPeril de NegociosVentas y MercadotecniaReporte Gap Inte ligenceTips TécnicosPRINTER TECH TIPe n xPr<strong>in</strong>ter Tech TipHP Color LaserJet CP6015 and CM6030/CM6040 MFPTransfer Access Sensor Error<strong>Issue</strong>:Pr<strong>in</strong>ter/MFP boots up with a Transfer access sensor error.Solution:1 Check the 2nd-transfer-roller assembly and ensure it isproperly seated. Clear area of any debris.2 If the issue persists then replace the registration 2ndtransferassembly. (Q3931-67909)3 If issue persists after replac<strong>in</strong>g the registration 2nd-transferassembly check the Interlock-switch assembly. If faultyreplace it (RM1-3589-000CN)4 If the issue is still not resolved then replace the DCController.That’s a pretty quick glimpse. At least with this list you’d havea rough idea where to look <strong>in</strong> the mach<strong>in</strong>e if a fault code iscom<strong>in</strong>g up on screen. uThis Tech Tip is contributed by Laser Pros. Email any questionsto market<strong>in</strong>g@laserpros.com or visit www.laserpros.com.Stay ConnectedConnect<strong>in</strong>g People, Ideas and Products<strong>in</strong> the Document Imag<strong>in</strong>g Industry s<strong>in</strong>ce 1994<strong>ENX</strong>engage ‘n exchangeConectando personas, ideas y productos en la <strong>in</strong>dustria de la impresión desde 1994Oportunidades de Crecimientoen el Mercado de Lat<strong>in</strong>o AméricaMéxico &Lat<strong>in</strong> AmericaDealer Source - La Revista del DistribuidorVerano/Otoño 2012 Vol. 5 No. 2 engage ‘n exchangeEl Nombre Confiable en Mayoreode Tecnología de Ofic<strong>in</strong>asVendiendo Nuevas Tecnologías9 Maneras de Romper es Escepticismo¿Brasil podrá adoptar el re lenado?Remanufacturando los Cartuchosde Tóner a Color Samsung CLP-325Le ciones Aprendidas de miTiempo en Lat<strong>in</strong>oamérica:Kev<strong>in</strong> De Young de QualPathEnfoque de Negocios de Lat<strong>in</strong>oaméricaUna Conversación conJorge Benavides de SeitonMéxico &Lat<strong>in</strong> AmericaLa Revista del Distribuidor Dealer SourceReach<strong>in</strong>g 16 CountriesIn Central & South Americasphone: 818-505-0022 l fax: 818-505-9972 l enx@pacbell.net l www.enxmag.comWe Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e <strong>April</strong> <strong>2013</strong> l www.enxmag.com l 69
e n xTECHNICAL TIPSTECH HELPSubject: Canon IR-C4080 - BlueBackgroundQuestion: I’m gett<strong>in</strong>g blue backgroundon the entire page. It looks k<strong>in</strong>d of wavytoo. You can still see the image of whatyou are copy<strong>in</strong>g / pr<strong>in</strong>t<strong>in</strong>g though. It happenson Full color, Auto Color and alls<strong>in</strong>gle colors; yes, even when I pick“Yellow” as a s<strong>in</strong>gle color I still get theblue background. However when do<strong>in</strong>g ablack / white copy or pr<strong>in</strong>t it is f<strong>in</strong>e. Thetransfer belt is clean and I just changedthe Cyan drum too, but it didn’t help.Also, I switched the Black and Cyanlaser units, but no help there either.Could it be the DC controller? Hi-Voltage? Cyan drum ground? Help!Answer: Go <strong>in</strong>to service mode, select“Copier,” “Function,” “Clear,” then “Dcon.”Press OK. Reboot copier. GoodLuck. Hope this helps.Q: Thanks so much! Would do<strong>in</strong>g a D-con clear reset anyth<strong>in</strong>g important? LikeNetwork scan sett<strong>in</strong>gs, DV Bias, voltages,etc? Also before I do this should Ipr<strong>in</strong>t out or write down all sett<strong>in</strong>gs first? Iknow on the IR C3200 do<strong>in</strong>g a D-conclear wouldn’t affect all the above but notsure on this box.A: Before you do a D-con clear, checkthe drum door ground. Open the doorthe drums are beh<strong>in</strong>d; on the left side ofthe door near the yellow label is a holewith a ground contact. Make sure itmakes contact with the mach<strong>in</strong>ebecause this causes cyan backgroundthat is wavy look<strong>in</strong>g.A: It could be a bad drum unit.Q: Thanks for the help! It was the groundpeg on the drum door for Cyan; it waspushed under the cover. I touched it withmy screwdriver, it popped back up andnow the mach<strong>in</strong>e works great! I learnsometh<strong>in</strong>g new every day. Thanks toeveryone else for your help as well!Subject: Ricoh Afficio MF 161 - FadedCopiesQ: I am work<strong>in</strong>g on this mach<strong>in</strong>e thatwas called out for l<strong>in</strong>es on the copy. Icleaned the optics and replaced thedrum. Now I am gett<strong>in</strong>g a perfect copywhen pr<strong>in</strong>t<strong>in</strong>g, but when copy<strong>in</strong>g on theleft side about 2 <strong>in</strong>ches <strong>in</strong>, it is veryfaded. The rest of the copy is dark onlywhen copy<strong>in</strong>g. It is like the mirrors areout of position. I checked them andeveryth<strong>in</strong>g seems to be ok. Any ideas,please let me know. Thanks <strong>in</strong> advance.A: It sounds like the drum/developer cartridgeneeds to be replaced.Q: I replaced the whole unit. It seems tobe someth<strong>in</strong>g with the optics but I don’tsee anyth<strong>in</strong>g out of place.A: Try clean<strong>in</strong>g the slit glass and, ifneeded, the laser unit.Q: Thanks everyone for your responses.I went back out and it was a mirror out ofplace.A: I’ve had this problem several times—at the end of clean<strong>in</strong>g the mirrors youmust air brush them.Subject: Canon PC940 - Jams onMultiple CopiesQ: I have a customer with a CanonPC940 that runs one copy at a time justf<strong>in</strong>e, but when you try to run more thanone it jams and makes a noise. Any suggestionsbesides replace the mach<strong>in</strong>e?Thanks.A: Jams where? Fuser, before fuser,paper feed? Give us someth<strong>in</strong>g to workwith. I know it is hardly worth the effort ifthe customer doesn’t want to pay a servicecall but call them up and ask themwhere, if toner is on the page, etc. Is it <strong>in</strong>the middle, stick<strong>in</strong>g out and so on.A: I am hav<strong>in</strong>g a déja vu. Or am I? Iseem to remember this scenario onother old equipment. Not necessarily thismake and model. Isn’t it the registrationclutch? One feeds f<strong>in</strong>e. But if the solenoidor (<strong>in</strong> the olden days) the wrapspr<strong>in</strong>g clutch is stick<strong>in</strong>g, the reg rollerscont<strong>in</strong>ue to turn and jams. Also, this canhappen on some if the paper size is set<strong>in</strong>correctly. Not an issue on these models.But the reg clutch on these gets allgummed up. If you can remove the sidecover and watch dur<strong>in</strong>g feed<strong>in</strong>g you maysee it. Or maybe it’s the paper feedclutch. Good luck.A: I’ve seen the sticky solenoid foamtape on lots of others, especiallyCanons, but this doesn’t have that. Itcould, theoretically, be a feed problemwith feed<strong>in</strong>g a second sheet, but I’venever seen that particular problem onthis model and I’ve seen probably athousand of them. And of course, wehave no idea what k<strong>in</strong>d of jam he’s gett<strong>in</strong>g—arethe copies blank, does registrationshift, etc. And like you said, thismach<strong>in</strong>e does not sense paper size <strong>in</strong>cassette. Reg clutch problem meansusually it’s either not stopp<strong>in</strong>g the paper(which will look half blank with lead edge<strong>in</strong> middle of page) or it’s a completestop.Q: As Paul Harvey would say, “And nowthe rest of the story...” One copy at atime works f<strong>in</strong>e. On copies of two ormore the first copy comes out f<strong>in</strong>e butthe second jams right <strong>in</strong> the nip of thereg roller, but it works f<strong>in</strong>e through thebypass though. Thanks.A: S<strong>in</strong>ce you can’t run multiple pagesthrough the bypass, that doesn’t help asmuch as usual for troubleshoot<strong>in</strong>g. Yousaid “at the nip of the reg roller.” By that,do you mean the lead edge is at or <strong>in</strong>the reg roller? If the lead edge is pastthe reg roller, it should have pr<strong>in</strong>t on it atnormal registration if it is not the regclutch. It does sound like the reg clutchis hang<strong>in</strong>g up but usually if it does itallows paper to pass right through. Butwho cares what is “usual.” I had one <strong>in</strong>my shop last week that after repair<strong>in</strong>g abroken frame tab (sheet metal screw)copies would shoot right through and thereg clutch would not engage; no pause.Not feel<strong>in</strong>g like tak<strong>in</strong>g the clutch apart (Idon’t remember if that one is easy or notand I was lazy) I just sprayed the regclutch area with carburetor cleaner orsome solvent <strong>in</strong> my garage. With<strong>in</strong> twocopies, the mach<strong>in</strong>e came back to normaland ran beautifully. I th<strong>in</strong>k <strong>in</strong> mycase, my home-made repair with an oddballspr<strong>in</strong>g and sheet metal screw mayhave overpowered the clutch. But youcan try the same th<strong>in</strong>g; or, just poursome alcohol over the clutch.A: I seem to recall the feed rolls can be<strong>in</strong> wrong. The rubber part is not <strong>in</strong> theplastic holder correctly.Q: Thanks for all the <strong>in</strong>put! We sold thema new mach<strong>in</strong>e <strong>in</strong>stead.uTips appear<strong>in</strong>g <strong>in</strong> this section are repr<strong>in</strong>tedcourtesy of Smarka! The CopierTech’s Info Source. Tips are randomlyselected from submissions emailed toSmarka! Smarka! and <strong>ENX</strong> Magaz<strong>in</strong>emake no guarantees as to the accuracyof tips presented here. Email your tips toTips@smarka.com. All tips become publicdoma<strong>in</strong>.70l www.enxmag.com l <strong>April</strong> <strong>2013</strong>We Saw It In <strong>ENX</strong> Magaz<strong>in</strong>e
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