EPSON AMERICA SEES HEALTHY MARKET OPPORTUNITIES for Business Inkjet MFP
Kno2 Aims to Revolutionize Health Care Information Exchange
WORKING BEYOND CUSTOMER REQUIREMENTS: Consultative Approach to ECM Helps Maximize Workflow Efficiency
MANAGED IT AND CLOUD SERVICES
Spark Thermocopy Growth Platform
Office Technology Service Excellence Award
PLATINUM LEVEL
m Awar inu
ence Plat ell
rvice Exc Se
AUGUST 2017
Vital to Selling ECM Solutions
TAKING A VERTICAL BY STORM:
inner •
UNDERSTANDING CLIENTS’ PROCESS PAIN POINTS
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VOLUME 24 NO. 8
Connecting People, Ideas and Products in the Document Imaging Industry since 1994
Brantly And Dale Fowler of Zeno Office Solutions
ENX Magazine
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ANNIVERSARY
NEW A3 Color MFP
SPEED
100 PAGES PER MINUTE Fastest in its Class*
High-speed color printing for SMB and departments Shown with optional accessories
WorkForce Enterprise WF-C20590 ÂŽ
New Opportunities. New Sales. New Profits. The new Epson WorkForce Enterprise WF-C20590 offers a unique way to increase your sales and attract new customers. Fully network and MPS compliant and with PrecisionCoreÂŽ Line Head Technology for high-speed printing and low energy use, the WF-C20590 can be installed with any 110V outlet. To learn more about our business products and how they can increase your sales, visit Epson.com/WorkForceEnterprise
RETHINK EPSON * Compared to best-selling A3 Color MFPs with MSRP of $41,000 or less. Competitive data gathered from manufacturer websites and third-party industry services as of Nov. 2016. PrecisionCore and WorkForce are registered trademarks and EPSON Exceed Your Vision is a registered logomark of Seiko Epson Corporation. Copyright 2017 Epson America, Inc.
In This Issue
16
STATE OF THE INDUSTRY
Understanding Clients’ Process Pain Points Vital to Selling ECM Solutions By Erik Cagle
22
32
50 6
•
www.enxmag.com | August 2017
22
CHANNEL INSIGHT Epson America Sees Healthy Market Opportunities for Business Inkjet MFP By Erik Cagle
28
BUSINESS PROFILE Taking a Vertical By Storm: Kno2 Aims to Revolutionize Health Care Information Exchange By Erik Cagle
32
DEALER SPOTLIGHT Managed IT and Cloud Services Spark Thermocopy Growth Platform By Erik Cagle
36
ECM ROUNDTABLE Working Beyond Customer Requirements: Consultative Approach to ECM Helps Maximize Workflow Efficiency By Erik Cagle
42
SERVICE EXCELLENCE PLATINUM AWARD WINNER Core Values, Superior Tech Service Fuels Zeno Office Solutions’ Dominance of Oil and Gas Markets By Erik Cagle
46 50 52 55
SALES & MARKETING Five Things to Consider When Introducing New Products By Charles Lamb
56
DISPLAY ADVERTISERS INDEX
SERVICE MANAGEMENT Notes from Recent Events By Ken Edmonds TECHNICAL TIPS Xerox WorkCentre 5945 / 5955 MFP Copiers By Britt Horvat PRINTER TECH TIP By LaserPros
We Saw It In ENX Magazine
Ignite your Sales and Marketing Engine in entirely new ways
videos
eBooks
white papers
authority papers
blogs & social media packages
case studies
Introducing Amplify Clover Imaging Group’s Content Marketing Platform that is unique to you
Amplify your brand awareness, engage new customers and increase sales through this innovative marketing program
Request a Demo Today! Contact your CIG Sales Representative (866) 734-6548 | cloverimaging.com 781417A | Clover Imaging Group, Amplify, and their logos are a trademarks owned by Clover Technologies Group, LLC, and may be registered in the United States and other countries.
Contributors
Staff
KEN EDMONDS is currently employed as a District Service Manager for a major copier manufacturer. He has an extensive background in the imaging business, having owned a successful dealership, serving as service manager for multiple dealerships, and as a Document Solutions Specialist for Sharp Electronics. He has more than 40 years of experience in the electronics and computer fields. For further information email him at Ken.Edmonds@CKE-Enterprises.biz.
Susan Neimes Publisher & Managing Editor
CHARLES LAMB is the President and CEO of Mps&it Sales Consulting. His firm delivers proven methodologies and processes that assist dealer principals seeking a successful transformation into the managed services space. He’s created complementary solutions including Funnelmaker, Gatekeeper, and Shield IT services. For more info, call 888.823.0006, e-mail him at clamb@mpsandit.com, or visit www.mpsandit.com.
Erik Cagle Editorial Director
TECHNICAL ARTICLE CONTRIBUTOR BRITT HORVAT works for The Parts Drop, a company whose primary business is providing parts, supplies and information for Xerox brand copiers, printers and fax machines. You can find more information, including many of Britt’s past ENX articles on their website www.partsdrop.com.
Ronelle Ingram
Stay Connected Share Your Views
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Christina Kim Editor
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www.enxmag.com | August 2017
La Revista del Distribuidor Dealer Source
Susan Neimes - susan@enxmag.com Erik Cagle - erik@enxmag.com 10153 1/2 Riverside Drive, Suite 729 Toluca Lake, CA 91602 tel. 818-505-0022 • fax. 818-505-9972
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ENX Magazine is published monthly by Affinity Business Communications, Inc. Any inquiries should be sent to: enx@pacbell.net or mailed to the corporate office. Copyright ©2017 by ENX Magazine printed in the U.S.A. All reproduction in whole or part is prohibited without written permission. Cover photo from depositphotos.com
We Saw It In ENX Magazine
C4012ND and C4062FX The power to perform, the color to impress
The all new proXpress color printer and MFP are built to handle the evolving needs of businesses. Specially formulated toner helps prints pop while high toner yields keep costs down. The powerful SmartUX platform gives users access to the ever-growing suite of productivity apps designed to take office productivity to the next level. To learn about pricing and availability or to join the winning team of Samsung Authorized Dealers call: 1-866-SAM4BIZ Š 2017 Samsung Electronics America, Inc. Samsung is a registered mark of Samsung Electronics Corp., Ltd. Specifications and designs are subject to change without notice. All other brand, product, service names and logos are trademarks and/or registered trademarks of their respective manufacturers and companies. Simulated screen images.
Since 1985
Your Prime Source T EL: 800.729.8320
FAX: 800.829.0292
INNOVATIVE • SMART • SIMPLE **ALL REBATE PROMOS ARE VALID WHILE SUPPLIES LAST!**
AUTHORIZED DISTRIBUTOR
M2040DN M2540DW
M2635DW M2640IDW
B&W Copy, Print, Color Scan, w/ Network, Duplex, Fax (Opt on M2040dn)
B&W Copy, Print, Color Scan, with Network, Duplex, Fax
• 42 pages per minute • 350-Sheet Paper Capacity • 50-Sheet DSDP
• 37ppm (M2635DW) • 42ppm (M2640IDW) • 512MB Memory
CS-306ci CS-356ci CS-406ci
COPY PRINT SCAN FAX*
Color Multifunction Systems
M6535CIDN
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Color Copy, Print, Scan, with Network, Duplex
Color Copy, Print, Scan, with Network, Duplex
• 37/37ppm (BW/Color) • 250-Sheet Tray • 100-Sheet MPT • 1GB Memory • 33.6 Kbps Fax
• 37/37ppm (BW/Color) • 250-Sheet Tray • 100-Sheet MPT • 1GB Memory
AirPrint
200
M2635DW
$
Rebate
Rebate
Rebate
P5021CDW P5026CDW
Color Copy, Print, Scan w/ Network, Duplex, Fax (Opt)
Color Printer with Wireless Network, Duplex
• 22 pages per minute (BW/Color) (5521CDW) • 27ppm (BW/Color) (5526CDW)
• 22ppm (BW/Clr) (P5021CDW) • 27ppm (BW/Clr) (P5026CDW) • 512MB Memory • 250-Sheet Paper Drawer • 50 Sheet MPT
$
DP-5110 PACKAGE
$
SALE!
CS-406ci
2100 Rebate
CS-356ci/406ci only
M5526CDW
Rebate
Rebate
250 $350
P5021CDW
P5026CDW
Rebate
Rebate
$
120 $290
SPECIAL SALE!
• 300-Sheet Space-Saving
• Wireless Print/Scan
Internal Finisher (Option)
B&W Copy, Print, Scan with Network, Duplex, Fax (Option)
Color Copy, Print, Scan with Network, Fax (Option)
• 25 pages per minute (6525MFP) • 30 pages per minute (6530MFP) • Up to 1,600 Sheets • 33.6 Kbps (Option)
• 20ppm BW/Color (C8520MFP) • 25ppm BW/Color (C8525MFP)
PRICING!
CS-2552ci Color Copy, Print, Scan with Network, Duplex, Fax (Option) • 25ppm BW/Color • Dual 500 Sheets • 150-Sheet MPT • 33.6 Kbps Fax (Option)
300
$
Rebate
P2040DW
• 32/32ppm (BW/Color) • 250-Sheet Tray • 50-Sheet MPT • 75-Sht RADF • Wireless Printing • 33.6 Kbps Fax
• 42 pages per minute • 250-Sheet Drawer, 100-Sheet MPT
299
$
P2235DW
Mobile Print Compatible
• 600-Sheet Capacity
FS-C8520MFP FS-C8525MFP
Rebate
Color Copy, Print, Scan, with B&W Printer with Network Network, Duplex and Duplex
• 42ppm BW/Color (406ci) • 33.6 Kbps Fax (Option)
FS-6525MFP FS-6530MFP
BEST
CS-356ci
Rebate
(PACKAGE 2) SPECIAL
PRICING!
CALL FOR
300
$
1900 M6530CDN
• 32ppm BW/Color (306ci) • AirPrint & Kyocera
M5521CDW
$
DP-5100 Rebate
• 37ppm BW/Color (356ci)
CALL FOR
BEST
Rebate
(PACKAGE 1)
M5521CDW M5526CDW
l Specia ! e l Sa
700
$ FREE! 700
150 $280
$
CS-306ci
$
Up to
M2640IDW
CALL FOR
BEST PRICING!
35 B&W Printer with Duplex and W-Ntwrk
300
$
l Specia Sale!
Rebate
50
$
Rebate
CS-3011i CS-3511i
M3040IDN/M3540IDN M3550IDN/M3560IDN
B&W Copy, Print, Scan with Printer Network, Fax (Option)
B&W Copy, Print, Color Scan with Network, Duplex, Fax (Option on M3040idn)
• 30 pages per minute (3011i) • 35 pages per minute (3511i) • Dual 500 Sheets • 33.6 Kbps Fax (Option)
• 42ppm (M3040/3540idn) • 52ppm (M3550idn) • 62ppm (M3560idn)
AirPrint
FREE! $
650
Rebate
l Specia ! Sale
Up to
2100
$
Rebate
l Specia ! Sale
DP-7100
$
550
Rebate
FREE! l Specia ! Sale
DP-7100
500
$
Rebate
l Specia ! Sale
Up to
500
$
Rebate
7” LED Touch Panel
All supplies & Parts available for prompt delivery! ENX Magazine | www.enxmag.com
All prices, rebates, and availability are subject to change without notice. Please call us to confirm.
Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.
Copiers • Printers • MFPs • Faxes • Scanners E m a il: info @ n u w o rld in c.co m
Order Online! www.nuworldinc.com
Blind Drop Shipping
Copiers, Faxes, MFPs, Printers, Scanners
FAX-2840
High Speed Laser Fax
$177
• 27 pages per minute (Copy/Print) • 32MB Memory • 33.6 Kbps Super G3 Fax Speed
HL-L5100DN
40ppm Color Printer • Duplex • Network..........................
HL-L2340DW
27ppm B&W Printer • Duplex • Wireless Network..........
BIG SALE! BIG SALE!
DCP-L2540DW
BIG SALE!
FAX-4100e
BIG SALE!
30ppm B&W Copier • Duplex • Wireless Network..........
High Speed Laser Fax | 33.6Kbps Super G3.................
PPF-4750e
High Perf. Laser Fax | 33.6Kbps | Network.....................
MFC-8220
B&W Laser AIO | 21ppm | 32MB Memory.......................
MFC-9330CDW
Color Digital MFC | 23ppm | Dplx | Wireless Network.....
BIG SALE!
Hi Speed Laser Fax
Hi Speed Laser Fax
• 33.6 Kbps Fax • 8MB Memory • 24ppm • 30-Sheet ADF
• 33.6 Kbps Fax • 8MB Memory • 6.5ppm • 50-Sheet ADF
$429
21/21ppm Color MFP • Duplex Unit (MC210D), 2nd 520-Sheet Tray (MC210S1)
MC210S1
White Boards w/ Integrated Printer
• 50” Diagonal (UB-5335) • 62.1” Diagonal UB-5335 (UB-5835)
$300
$949 $1159 UB-5835
$359 FREE
Duplex & 40GB HDD, CMY Color Toner Set
UB-7325
Interactive Electronic White Board w/ Integrated Printer
• 62.1” Diagonal • 4-Panel Electronic Board
BLOWOUT SALE! BLOWOUT SALE! UB-T880W UB-5338C / 5838C
BIG SALE!
MFC-L5700DW
Interactive Elite Electronic White Boards
BIG SALE!
• 82” Diagonal (UB-T880W)
MFC-L8600CDW
BIG SALE!
BLOWOUT SALE!
MFC-L8850CDW
BIG SALE!
DOCUMENT SCANNERS
30ppm Color MFP • Duplex • Network.............................
32ppm Color MFP • Duplex • Wireless Network..............
2-Panel Electronic Color White Boards
• 63” Diagonal (UB-5338C) • 76” Diagonal (UB-5838C) • 1.8” Color LCD
• 26ppm BW (M266N) • 31ppm BW (M316N) • 35ppm BW (M354N) • 2 x 500-Sheet Paper Drawers, 100-Sheet MPT
BIG
DR-C240 30ppm B&W/ Grayscale/ Color (Simplex)
• 40 pages per minute • 500-sheet paper drawers
BIG
• 30 pages per minute
BIG
SALE!
SALE!
MX-C250
• 25/25 pages per minute (BW/Color)
899
REBATE AFTER REBATE
DEAL! i2420 SCANNER
25ppm B&W/ Grayscale/ Color (Simplex)
40ppm Desktop Scanner
$
BIG SALE!
MX-C300W
899
INCREDIBLE
DR-C225
BUY
MX-B402
150
• 26ppm BW/Color (2616N) • 31ppm BW/Color (3116N) • 600 x 600 dpi Resolution • 600-Sheet Paper Capacity • 100-Sheet RSPF • 3GB Memory + 320GB HDD
60ppm Color Scanner for PC & MAC
GREAT
SALE!
$
MX-2616N MX-3116N
BLOWOUT SALE!
$
Image shown: SD375
695
BIG SALE!
PLEASE CALL FOR REBATE INFORMATION!
MP301SPF
31 page per minute B&W Copier • 1GB RAM Memory • 50-Sheet Auto Reverse • 250 Sheets Tray Document Feeder (Input Capacity) • 600 x 600 dpi Resolution • 100 Sheets (Bypass)
MP501SPF...............................$2275 MP2501SP...............................$1869 MP2554SP...............................$2855 SP 3600SF.............................BIG SALE! $50 REBATE! SP 3610SF.............................................. SP 4510DN............................................. $40 REBATE! SP 4510SF.............................................. $100 REBATE! SP 5200DN............................BIG SALE! SP 5210SR............................BIG SALE! $100 REBATE! SP 5300DN............................................. SP 5310DN............................................. $150 REBATE!
1279
$
MPC306SPF............................$1975 MPC2004.................................$2649 MPC2504.................................$3845
$75 REBATE! SP C250DN............................................. $30 REBATE! SP C340DN............................................. SP C342DN...........................BIG SALE! SP C440DN............................................. $100 REBATE! SP 5200S...............................BIG SALE! SP 5210SF.............................BIG SALE! SP C250SF.............................................. $125 REBATE! SP C252SF............................BIG SALE!
IMAGEPROGRAF
INCREDIBLE
WIDE FORMAT PRINTERS ALL REBATES ARE VALID THROUGH DECEMBER 31, 2017
SD375......80-100-130 sheets per minute SD440..............60-130 sheets per minute SD710..............60-135 sheets per minute
IPF 770 IPF 770MFP
IPF PRO2000
IPF PRO4000 IPF PRO4000S
24-inch Large Format Printer
36-inch Large Format Printers
44-inch Large Format Printers
BIG SALE! 350 $885
$
Rebate (IPF 770)
CT-S801
300mm/s / 256K Mem.
CT-S601 Image shown: CT-S801
$999
REBATE AFTER REBATE
Multifunctions
DEAL!
MX-C301W • 30 pages per minute
$520
LASERJET M130FN......................................................$60 REBATE LASERJET M130FW.....................................................$60 REBATE LASERJET M225DN..........................................................BIG SALE! LASERJET M402N.............................................................BIG SALE! LASERJET M605N......................................................$180 REBATE LASERJET M606DN/X......................................$550 REB/ $650 REB LASERJET M607N/DN...................................................NEW INTRO LASERJET M608N/DN/X...............................................NEW INTRO LASERJET M609DN/X...................................................NEW INTRO LASERJET M402N.............................................................BIG SALE! LASERJET M402N.............................................................BIG SALE! COLOR LASERJET M277DW........................................$80 REBATE COLOR LASERJET M452DN......................................$180 REBATE COLOR LASERJET M452NW.....................................$150 REBATE COLOR LASERJET M477FDN....................................$200 REBATE COLOR LASERJET M477FDW...................................$200 REBATE COLOR LASERJET M477FNW....................................$150 REBATE COLOR LASERJET M553DN............................................BIG SALE! COLOR LASERJET M553N...............................................BIG SALE! COLOR LASERJET M553X...............................................BIG SALE!
Digital Duplicators BEST BUY
$869
ALL REBATES ARE VALID THROUGH JULY 31, 2017
DOCUMENT SCANNER Fi-7160
MFPs MX-M266N MX-M316N MX-M354N
58ppm B&W Duplex, Network-Ready Printer
REBATE AFTER REBATE
MFC-L2740DW
B&W Laser Printer | 42ppm | Dplx | Wireless Network...
$
KX-CL400
18ppm Color Laser Printer
• 1200x1200 dpi Resolution • 128MB Memory
$459 $499 $599 MC210D
58ppm B&W Duplex, Network-Ready Printer
$645
DP-MC210P/D/S1
MC210P
ALL REBATES ARE VALID WHILE SUPPLIES LAST!
LASERJET M605DN LASERJET M605X
BIG SALE!
B&W AIO | 32ppm | Duplex | Wireless Network............
LASERJET PRINTERS & MFPS
PANAFAX UF-5500 PANAFAX UF-6200
MFC-J5720DW
Color InkJet AIO | 35/27ppm (BW/Color).......................
MONOCHROME & COLOR
MULTIFUNCTIONS PRINTERS FAXES PANABOARDS
/ 5835 BIG SALE! UB-5335 2-Panel Electronic
BIG SALE!
Same Day Shipping
200mm/s / 384K Mem.
CT-S310II
BIG
SALE!
160mm/s / 384K Mem.
Rebate
(IPF 770MFP)
400
$
Rebate
825 $800
$
Rebate
Rebate
(IPF PRO4000) (IPF PRO4000S)
IPF680/685 24-INCH LARGE FORMAT PRINTERS.......$360/$400R IPF780/785 36-INCH LARGE FORMAT PRINTERS......up to $1100R IPF830/840/850 44-INCH LF PRINTERS..................up to $1625R IPF PRO6000S 60-INCH LF PRINTER...................$1300 REBATE IPF815MFP 44-INCH LARGE FORMAT PRINTER.....$2916 REBATE
Parts Order Hotline: 562.977.4949
All prices, rebates, and availability are subject to change without notice. Please call us to confirm.
Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.
NBS / ENX | August 2017
Since 1985
Your Prime Source T EL: 800.729.8320
FAX: 800.829.0292
INSTANT REBATE SALE! ALL INSTANT REBATE PROMOS ARE VALID THROUGH SEPTEMBER 30, 2017 TO CANON PREMIER PARTNERS OR WHILE SUPPLIES LAST!
• PRINT • COPY • SCAN • FAX
MF236N MF247DW MF249DW
85
65
$
$
MF414DW MF416DW
• PRINT • COPY • SCAN • FAX
• 35ppm • 250 Shts, 50-Sht MPT • 33.6 Kbps Fax Super G3 • PS (MF416DW)
REBATE MF249DW
MF419DW MF515DW
• PRINT • COPY • SCAN • 35ppm (419DW) • FAX • 42ppm (515DW) • 500 Shts + 100-Sht MPT • Duplex Versatility, W-Ntwrk Both models can only be sold to 3P Authorized Dealers!
Both models can only be sold to 3P Authorized Dealers!
125 135
$
$
REBATE
REBATE
MF414DW
MF416DW
LBP251DW LBP253DW
B&W Laser Duplex Printers with Wireless Network • 30ppm (LBP251DW) • 35ppm (LBP253DW)
$
75 125 $
REBATE
REBATE
MF419DW
MF515DW
LBP312DN
B&W Laser Duplex Printer with Network • 45 pages per minute • 550 Sheets + 100-Sheet Multipurpose Tray
75
$
REBATE
60
REBATE
LBP251DW LBP253DW
• Up to 35 pages per minute • 256MB Memory • 500 Sheets + 50-Sheet MPT • Duplex Versatility • 33.6 Kbps Fax Super G3 (D1550)
125
$
REBATE
200 150 $REBATE
$
REBATE D1520
375 200 $REBATE
$
810CDN
820CDN
$
135 $150
REBATE
REBATE
MF634CDW MF731CW
Color Laser Duplex Printer with Wireless Network • 28/28ppm (BW/Color) • 250 Sheets + 50-Sheet Multipurpose Tray
B&W Laser Duplex Printers with Network
210 175 $REBATE
$
REBATE
REBATE
LBP351DN LBP352DN
• 33.6Kbps • 19ppm Print (L100) • 26ppm Print (L190)
• Duplex (L190)
Image Shown: FAXPHONE L190
LBP654CDW
LBP351DN LBP352DN
Both models can only be sold to 3P Authorized Dealers!
120 165 $REBATE
MF733CDW MF735CDW
• 19/19ppm • SCAN (BW/Color) • FAX (MF634CDW) • 28/28ppm (BW/Color) (MF731CDW) • Wireless Network
• PRINT • COPY • SCAN • FAX
REBATE
$
FAXPHONE L100 MF634CDW FAXPHONE L190 MF731CW •• PRINT COPY LASER FAX BASED MFPS
• 26ppm (BW/Color (MF810Cdn) • 36ppm (BW/Color (MF820Cdn) • 550 Sheets + 1-Sheet Multipurpose Tray • Duplex Versatility MF820CDN can only be sold to 3P Authorized Dealers!
• 28/28ppm (BW/Color) • 1200 x 1200 dpi Resolution (Print) • 250-Sheet Cassette, 50-Sheet Multipurpose Tray • 50-Sheet Duplex DF • 1GB Memory (Copy/Print) • UFR II (Host-Based), PCL 5c/6, Adobe PS (MF735CDW) • Duplex, Wireless Network • 33.6 Kbps Fax Speed
D1550
MF810CDN MF820CDN
• 58ppm (LBP351DN) • 65ppm (LBP352DN) • 500 Sheets + 100-Sheet Multipurpose Tray • 1GB Memory
LBP253DW can only be sold to 3P Authorized Dealers!
$
MF733CDW MF735CDW
D1520 D1550 • PRINT • COPY • SCAN • FAX
• 24ppm (MF236N) • 28ppm (MF247DW, MF249DW) • 600 x 600 dpi Resolution • 250-Sheet Cassette + 1-Sheet Multipurpose Tray • 512MB Memory (Copy/Print) • Duplex, Wireless Network (MF247DW, REBATE MF249DW) MF236N
• PRINT • COPY • SCAN • FAX
95
$
REBATE
70
$
$
75
REBATE
REBATE
L100
L190
LBP712DN
Color Laser Duplex Printer with Network • 40/40ppm (BW/Color) • 550 Sheets + 100-Sheet Multipurpose Tray
80
$
REBATE
All supplies & Parts available for prompt delivery! ENX Magazine | www.enxmag.com
All prices, rebates, and availability are subject to change without notice. Please call us to confirm.
Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.
Copiers • Printers • MFPs • Faxes • Scanners E m a il: info @ n u w o rld in c.co m
Order Online! www.nuworldinc.com
Blind Drop Shipping
Same Day Shipping
AUTHORIZED PRINTER
PARTNER PROGRAM ALL INSTANT REBATE PROMOS ARE VALID THROUGH SEPTEMBER 30, 2017 OR WHILE SUPPLIES LAST!
Award-Winning Samsung Products
CLX-8640ND / CLX-8650ND
Color Duplex Copy, Print, Color Scan, Fax, Network • 40 pages per minute (BW/Color) (CLX-8640ND) • 51 pages per minute (BW/Color) (CLX-8650ND) • 520-Sheet Cassette + 100-Sheet Multipurpose Tray
REBATE
REBATE
$305
$300 $500
Color Duplex, Copy, Print, Scan, Fax, Wireless Network • 19/19ppm (BW/Color) (C1860FW) • 27/27ppm (BW/Color) (C2670FW) SL-C2670FW
$70 REBATE
SL-M3370FD
B&W Duplex, Copy, Print, Color Scan, Fax, Network • 35 pages per minute • 250-Sheet Input Capacity • 50-Sheet ADF • 33.6 Kbps Fax
BIG SALE! CLP-775ND
Color Laser Printer with Network • 35/35ppm (BW/Color) • 500-Sheet Input Capacity • 9600 x 600 dpi Resolution
$185 REBATE
SCX-5935NX • 35 pages per minute • 500-Sheet Input Cassette, 50-Sheet Multipurpose Tray
CLX-8650ND
REBATE
SL-M2070FW
B&W Duplex Copy, Print, Scan, Fax, Wireless Network
• 21 pages per minute • Up to 1200 x 1200 dpi Res. • 150-Sheet Input Capacity • 33.6 Kbps Fax Speed
SL-M4080FX
B&W Duplex Copy, Print, Color Scan, Fax, Network • 42 pages per minute • 550-Sheet Input Capacity • 100-Sheet MPT • 33.6 Kbps Fax Speed
B&W Copy, Print, Color Scan, Fax, Network • 30 pages per minute • 520-Sheet Input Cassette (x2), 100-Sheet Multipurpose Tray
$200
SL-C2620DW
Color Duplex Laser Printer with Wireless Network • 27/27ppm (BW/Color) • Duplex Built-In • 250-Sheet Input Capacity
$70 REBATE
• 55 pages per minute • 520-Sheet Input Cap. • 100-Sheet MPT • 33.6 Kbps Fax Speed (Option)
Color Copy, Print, Color Scan, Fax, Network • 28/28 pages per minute (BW/Color) • 520-Sheet Input Cassette (x2), 100-Sheet Multipurpose Tray
$200 REBATE
SL-M3320ND
B&W Duplex Laser Printer with Network • 35 pages per minute • Duplex Automatic • 250 Sheets • 1200 x 1200 Resolution
$200 REBATE
SL-M2885FW
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Erik Cagle
State of the Industry News Briefing
Understanding Clients’ Process Pain Points Vital to Selling ECM Solutions
I
t is safe to say that enterprise content management (ECM), document capture and other software solutions are to office technology dealerships what medications are to drug stores. Why allow a customer to browse medications that address allergy and asthma, cough and cold or general pain and fever, so to speak, when you, as an office dealer account representative, can act as doctor and pharmacist to provide software solutions that speaks directly to the customer’s pain points? Herein lies the beauty of software offerings: dealers who are efficient in diagnosing a specific solution to an end user’s needs can have a deeper, more meaningful conversation which touches upon every aspect of the customer’s workflow. But you don’t want an ill-equipped sales rep playing doctor and making recommendations when the conversation gets too specialized. Office technology provider Blue Technologies, headquartered in Cleveland, has a host of offerings specific to document management, with four core products: Hyland Software’s OnBase, Upland Software’s FileBound, iManage and NetDocuments. According to Nano Zegarra, chief technology officer for Blue Technologies, the approach is to make a full analysis of a client’s process to determine the solutions’ path necessary to meet their objectives. “When we select a given software solution, it’s not just one piece of software,” Zegarra said. “It might be document management software, along with another piece that does something independent, but together they create a full solution. Most of the solutions have multiple pieces that integrate with
AS SOON AS [THE CLIENT] SAYS THERE’S AN INTEREST AND THEY WANT TO SEE SOMETHING, THE REPS ARE TAUGHT TO GET AS MUCH INFORMATION ABOUT THEIR PRESENT DAY PROCESSES AND BRING ONE OF OUR EXPERTS IN. Nano Zegarra, Blue Technologies
existing software used within the organization, something that’s converting on the front end.” When a Blue Technologies’ sales rep is engaged with a client on the subject of copiers or hardware, they’re listening for triggers that can open the conversation to the software side. When the client emphasizes scanning needs, it opens the door to an ECM conversation. “As soon as [the client] says there’s an interest and they want to see something, the reps are taught to get as much information about their present day processes and bring one of our experts in,” Zegarra noted. “We teach the reps not to mention what solutions we offer by name; they know that many times, no one software can solve all of the customer’s needs.” Access Systems, located in Waukee, IA (a suburb of Des Moines), has a dedicated team of specialists supporting its ECM solutions, with more than 50 years of combined industry experience. Vince Sabotta, solutions manager, noted the company supports more than 20 unique hosted and onsite ECM tools, which allows the company to be completely objective in its “best of breed” solutions approach.
Best of Breed
According to Sabotta, many SMBs seek options to improve processes around scanning paper files, managing repetitive tasks around electronic documents, or to collaborate securely. “Our discovery efforts allow us to define the inefficiencies of current customer processes, and challenges the customer to monetize the pain of these inefficiencies,” he said. “Soft cost factors need to be properly itemized and weighed alongside hard costs, in addition to the cost of indecision. Companies will not buy software without financial justification. With partner offerings across the price and functionality spectrum, we are able to help them select the right partner platform or software tool set for their specific needs.” Analyzing the customer profile constructs a puzzle of sorts, and finding the missing piece falls upon Access Systems’ shoulders. A smaller company, for example, may need a single seat of desktop software. continued on page 18
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Understanding Clients’ Process Pain Points Vital to Selling ECM Solutions OUR SUCCESS HAS COME FROM TAKING THE NECESSARY TIME TO FULLY UNDERSTAND WHAT THE CUSTOMER IS TRYING TO ACCOMPLISH AND WHAT IS HOLDING THEM BACK FROM ACHIEVING THAT GOAL. Jeff Dotzler, Gordon Flesch Co. “Moving up the scale, they can expand through a number of scan/routing-type solutions that don’t have a SQL database or an image repository of any sort other than what they’re routing to, and there’s a number of solutions that do,” he said. Selling ECM has prompted the Gordon Flesch Co. of Madison, WI, to evolve its approach over many years. Jeff Dotzler, director of GFConsulting Group, noted that the sales cycle is much longer and more complicated than its traditional business, while the resources needed to support the sale, write the scope, implement and train are also unique. “Our success has come from taking the necessary time to fully understand what the customer is trying to accomplish and what is holding them back from achieving that goal,” Dotzler said, noting the company provides Laserfiche as its ECM solution. “We focus on the process challenge and not the features/benefits of the software.”
Addressing Processes
Gordon Flesch Co. coaches its account executives to have a conversation with clients regarding their business, goals, and the roadblocks they face achieving those objectives. Every business is made up of a series of processes, and the key is determining how many of those areas can be fortified. Gordon Flesch Co.’s account executive checklists generally include HR onboarding and employee documentation, sales order processing, accounts payable and compliance documentation. Impact Networking, a business process optimization specialist with 12 Midwest locations, including its Lake Forest, IL, headquarters, utilizes a customer-centric approach that allows it to identify pain points and inefficient processes in businesses of all sizes to determine what level of automation best suits a particular client’s needs. According to Frank DeGeorge, vice president of strategic services at Impact Networking, the company has developed strong partnerships with DocuWare for its ECM solutions and Kofax for business process optimization and robotic process automation. While the firm can accommodate businesses of any size, it concentrates on the SMB space. Impact’s account managers are thoroughly trained to conduct a detailed analysis and assess a client’s bottlenecks and inefficiencies. Their reps are required to have thorough and specific knowledge of every solution Impact offers, as well as how the solutions integrate with one another.
I
Making the Most of Lessons Learned
rish playwright and novelist Oscar Wilde is credited with the quote, “Experience is the hardest kind of teacher; it gives you the test first and the lesson afterward.” For the purveyors (and users) of ECM, document capture and other software solutions to the office technology space, this certainly rings true. For those who fail tests, whether administered in life or business, it is the ability to not only learn from our mistakes, but to bake those lessons learned into our future approach. ECM/software dealers have learned the hard way themselves, as have their customers. Sadly, some end users who have embraced technology enhancements in the past seem to have fallen behind the curve, noted Vince Sabotta, solutions manager for Access Systems of Waukee, IA. “In growing companies, it is not uncommon to find individuals, teams or departments that have made good technology decisions that improved some process in the past, but now they have outgrown these processes,” he said. “Customers that allow silos of redundant data to proliferate can end up spending more money to consolidate or migrate data somewhere new. “The most successful deployments, come after having thorough conversations about solution scalability and the potential for shared use across their enterprise.” Dealerships getting started in software solutions can provide a breeding ground for missteps. Nano Zegarra, chief technology officer for Blue Technologies headquartered in Cleveland, pointed out that some dealers underestimate the level of staff necessary to provide an adequate document management solution. When he joined Blue eight years ago, ECM was a growing entity of the company. It had only one ECM sales person and one tech, and the staffing level proved ineffective. “This might be true for all copier dealers that were first getting into document management, that they underestimated what was actually needed to create a good solution,” he said. “[Blue Technologies] brought me in to build that. When I look at some of our competitors, I ponder the same thing. They didn’t have the bandwidth and learned that the hard way. As we started getting successful and landed larger ECM clients, we initially couldn’t handle the support, couldn’t handle the professional services, and we had to quickly beef ourselves up. We had to invest in our people. “It’s a little different on the copier side. With solutions sales, it’s extremely customized, so it’s a skill set that can be difficult to find. So if we bring someone in, it could be eight months to a year before they’re worth something to us. We invest quite a bit in our back end, that’s why our professional services group is so much larger than the front-end continued on page 20
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Understanding Clients’ Process Pain Points Vital to Selling ECM Solutions
OBSERVATION AND ANALYSIS IS A CRUCIAL FIRST STEP THAT WE ALWAYS PERFORM BEFORE ANY DEMOS TAKE PLACE. Frank DeGeorge, Impact Networking
“Observation and analysis is a crucial first step that we always perform before any demos take place,” DeGeorge said. “This enables business needs and challenges to take center stage instead of letting a demonstration of a canned process demonstrate something that may or may not be applicable to the specific needs of our individual clients.” As software solutions selling entails a different approach than copier, MFP or hardware conversations, account managers encounter a variety of challenges in aligning customers with a solution that targets their individual needs. DeGeorge noted that aligning with a customer’s key decision makers provides optimal insight regarding the priorities of each business and drives the discovery process with maximum efficiency and efficacy. “Because of our wide range of offerings, Impact relies on specialized subject matter experts to cover our entire range of solutions,” he said. “Our specialists are segmented into the following categories: document management, business process optimization, vCIOs for our managed IT services, production print, managed print services, and design and marketing. Because these specialized teams operate in every office, our account managers are confident that they have access to the pertinent knowledge and resources to effectively target customers with a wide range of needs across a number of vertical markets. “Our sales process across all services is very similar in the fact that we first align with executives, perform an assessment, and then validate our findings before making any proposed recommendations. This makes our sales process collaborative and puts the customer’s needs first.”
Tailored Approach
Access Systems’ Sabotta pointed out that solution selling is viewed as simply problem solving with a return on investment measurement. Hardware is more of a commoditized sales process, he said, while software that changes how a business operates takes more of a tailored conversation. Access Systems refuses to provide a solution where a problem doesn’t exist. “If there is no compelling ROI associated with the ECM project, customers either won’t initiate the project or will just proceed with other projects with perceived higher priorities,” he said. “For many of our customers we are their IT department, so we would lose credibility, trust, and/or the customer if we failed to align our services with their evolving business needs.”
sales group, because they have to be. That was our biggest mistake when we were first getting started.” Jeff Dotzler, director of professional services for Gordon Flesch Co. of Madison, WI, notes some of his company’s greatest enhancements came on the heels of process shortcomings. The company now enjoys a dedicated staff that focuses exclusively on ECM sales and solutions, clearly defined customer expectations, documented desired outcomes and a defined project management methodology and team for implementations. “I would venture to guess that most of the processes we adhere to are a result of a mistake along the way,” he said. “But we’ve learned from each one and have gotten better.” ♦
IF THERE IS NO COMPELLING ROI ASSOCIATED WITH THE ECM PROJECT, CUSTOMERS EITHER WON’T INITIATE THE PROJECT OR WILL JUST PROCEED WITH OTHER PROJECTS WITH PERCEIVED HIGHER PRIORITIES. Vince Sabotta, Access Systems One of the reasons Blue Technologies limits the depth of the engagement conversation between sales reps and clients is to avoid the possibility of overpromising or confusing the capabilities and terminology of its four main document management offerings. OnBase software has more than 360 modules, for example, so Zegarra says there’s no way a sales person is going to know all of that information – but Blue’s ECM experts do. Process terminology is another tripping point Zegarra seeks to avoid with reps, who may not know the proper person to address with the client regarding a specific process. “When [the reps] go in, they’re told specifically that they’re going after the owner, with the office manager or IT guys responsible for the copiers,” Zegarra explained. “To have them try to figure out who to speak to for our particular segment is difficult, though. They struggle. You can’t cold call a document management system. We tell them that’s not how you’re going to succeed, unless it’s a small enough organization where the person you’re seeing at the front door is someone who handles more than what they’re doing.” Suffice to say, the educational process a dealership requires of its sales force can go a long way toward determining the success of an account executive’s endeavors when going belly-to-belly with a customer. Some account executives demonstrate a greater capacity to learn the software offerings and be fluent in their conversations with customers. continued on page 21
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The fluctuating technical knowledge of account executives can cause a dealership to re-examine its approach to selling ECM software. For instance, 18 months ago Gordon Flesch Co. decided to employ a dedicated team focused solely on ECM. “We tried for many years to have our traditional account executives sell ECM,” Dotzler said. “Many were successful, but we determined that the long ECM sales cycle was having an impact on the account executives’ ability to sell other solutions. While the dedicated team approach requires an added layer of collaboration, we believe it will yield better results over time.” Impact Networking employs a tiered and ongoing training program that begins with a two-week Boot Camp, where new hires are provided specialized training from experts in all departments, covering the full range of products and services. Six months later, a one-week camp incorporates all of the knowledge account managers have developed and examines strengths, weaknesses and best practices to ensure continued success. These camps are in addition to training sessions conducted every Friday to keep all the teams updated on the latest Impact technology. Sabotta noted that most software companies make resources available—extensive online and classroom-based learning—to help representatives sell their product. Access Systems’ account representatives keep their certifications current with every partner in the portfolio. “Understanding the latest capabilities of the available solutions allows us to put the customer first,” he said. “Our consultative approach ensures we will deploy the right solution on the customer’s schedule and within budget.” ♦ We Saw It In ENX Magazine
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August 2017 | www.enxmag.com
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Erik Cagle
Channel Insight News Briefing
Epson America Sees Healthy Market Opportunities for Business Inkjet MFP
I
t’s been said that the SMB office environment is the last great, untapped frontier that inkjet printing has yet to conquer. But now that inkjet is beginning to infiltrate the BTA channel, courtesy of new product introductions from both Epson America and HP, it will be interesting to see how dealers embrace these alternatives to laser. Some observers are skeptical, believing business inkjet will yield a lower volume of consumables and reduce service needs that cut into dealer margins. Other industry followers believe business inkjet can be successfully integrated into managed print service programs. One person who is bullish on the possibilities offered by business inkjet is Mark Mathews, vice president of North American commercial marketing for Epson. Mathews, the former president and CEO of Toshiba America Business Solutions, shared his views with ENX Magazine on the construction of a BTA channel to sell Epson’s new WorkForce Enterprise WF-C20590 A3 multifunction printer and other inkjet offerings. He is confident that inkjet can make a gigantic splash in the business equipment market and believes Epson is well positioned to leverage the B2B market confidence it has already generated through its wide format and POS printer offerings into a thriving business inkjet product line. Mathews also spoke on the subject of Epson’s Replacement Ink Pack System, its relationship
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with distributor Impression Solutions and the need to protect its product patents. But one thing is clear: Epson is attacking the SMB office space with gusto. Backed by millions of dollars in R&D, Epson is on an ongoing quest to form a viable BTA channel that will include hundreds of dealers bringing the WF-C20590 and other business inkjet products to market. Tell us about your career path leading up to Epson. MATHEWS: I’m a longtime office equipment industry guy, having spent more than 20 years at Toshiba America Business Solutions. I started as a product manager and eventually became president of the organization. I ran the operations for North and South America for office equipment. Four years ago, I went into the 3D printing world, working for a small, quasistartup type of corporation for a couple of years. After that, I did some strategic consulting for Epson’s new products. That eventually led to a conversation about coming on full time and helping dramatically expand their commercial B2B business with emphasis on office equipment. I’ve been here full time since last November. I have responsibility for multiple B2B products: business inkjet printers and business projectors with the ARVR group that are head mounted displays (HMD) for augmented reality. I also handle small POS printers, the types used for printing behind the counter—if you look behind the counter, 7 out of 10 times, it We Saw It In ENX Magazine
Mark Mathews, VP of North American Commercial Marketing will be an Epson printer. I also handle robotics, a fascinating and rapidly growing space. They’re all B2B products with a wide variety of technologies. What were some of your key objectives in the BTA space heading into 2017? MATHEWS: Historically, we’ve had a small BTA channel and we’re coming to market with new products. The biggest one this year is the WorkForce Enterprise WF-C20590, a 100-page-per-minute inkjet product targeted at the office, specifically the color laser market. We’re going to go headto-head with the big guys in the market with our disruptive technology. When I joined in November, we had just a couple of people on the team. We’ve been actively recruiting people and building a channel to sell that as well as our other business inkjet printers. Our number one goal this year is to recruit and activate a BTA channel to sell our products. Business inkjet is a big topic these days with Epson and HP
continued on page 24
Epson America Sees Healthy Market Opportunities for Business Inkjet MFP
Epson team at Chicago Regional Event (from left) front row : Mark Mathews, Scott Marsic, Yuta Takada, Lauren Lung, Larry Trevarthen. Back row: Elliot Williams, Rebecca Randich, Teruhisa Sato. leading the charge. Tell us about the market opportunities and some of the key points of differentiation in Epson’s value proposition. MATHEWS: That whole discussion is what brought the WorkForce 20590 to the marketplace. Inkjet has two
Whenever inkjet has entered in the market, it has won in the long term. With consumer inkjet, when you look at the Best Buys, Staples, and Office Depots of the world, almost all of the technology is inkjet, about 95 percent. Look at wide format, where more than 90 percent
THE LAST PLACE WHERE INK HASN’T GONE INTO IS THE HIGH-END OFFICE EQUIPMENT MARKET. IF THIS REPLICATES LIKE WE THINK, IT STANDS TO BE A VERY DISRUPTIVE PRODUCT IN THE OFFICE SEGMENT. or three significant advantages over laser technology. Number one, it’s got a lower total cost of ownership over laser. The cost to put ink on paper is dramatically lower than laser. Because it’s an ink-based product, there are fewer moving parts, and as a result it is more serviceable. That represents more service profitability for a dealer. They won’t have to go out as much to fix it and when they do, the fix will be quicker. It has lower energy costs, as you can plug into a standard 110-volt outlet. Those are all tangible benefits for the end user and the dealer, with higher margins. 24
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of units are inkjet. If you go into the production space, almost all of the highend products are inkjet based. Twenty percent of the output is inkjet and that will move to 40 percent in the next four to five years. The last place where ink hasn’t gone into is the high-end office equipment market. If this replicates like we think, it stands to be a very disruptive product in the office segment. What has been the response to business inkjet during Epson’s dealer meetings? MATHEWS: We’ve had five recruitment events across the US in Atlanta, Dallas,
Philadelphia, Chicago and Los Angeles. We’ve hit all of the regional BTA shows, most recently in Las Vegas, and have probably done more than 10 events between our sponsored ones and the industry trade shows. We have been in front of hundreds of dealers, and the interest level is extremely high. One reason is dealers are looking for something different to sell. Many of these guys are competing against a local OEM branch who’s selling direct to end users. They’re looking for something disruptive, and this product comes in as a more profitable product line for them, targeted at high-speed color, which is the fastest growing segment in the market. What’s interesting about Epson coming to market is we have no legacy in laser, so I have nothing to fund or support. With the pure business inkjet play, I can bring the best product to market, the best technology, and I have no channel conflict. We’re starting from ground zero to build a channel. With Canon, Ricoh, Konica Minolta, Sharp, and Toshiba, they’ve all got multiple competitors in their back yard. We’re getting our first shipments in July. They were allocated two months ago, every machine has a name on it, and they will be out the door. Over the next couple of years, we will recruit several hundred dealers and we’ve made substantial progress on that number already. Has there been resistance from dealers who sell the laser-based products? MATHEWS: The biggest thing is that even people who haven’t sold Epson before know it’s a good name and a good brand. Most of them have had positive experiences with either Epson wide format or projectors. We have to prove ourselves with the business inkjet machine. I was expecting pushback that the end users didn’t want ink in the office, but that did not really come up during our conversations. The idea was the end user really doesn’t care what they have in the office, and many of them don’t even know what they have. People asked me about HP coming into
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Epson America Sees Healthy Market Opportunities for Business Inkjet MFP the market and I said that’s actually good for us, because it validates our concept. It’s interesting—the two largest inkjet guys are coming to the market at the same time with the technology. Clearly, Epson brought me on board to help build this team, not just on the sales side, but in the service aspect and the back office as well. We’re moving quickly. A little more than a year ago, Epson rolled out its EpsonMasters.com partner training program for authorized Epson ImageWay and Envision commercial business partners. Tell us a little about it. How has it been received so far?
MATHEWS: It’s gone well. Our Replacement Ink Pack System product is for our segment 1 and 2 devices, the 20and 24-page-per-minute class of product. We brought ISI on board because they have a good customer base specifically targeting BTA, and it gave us a way to quickly get on board. I find ISI to be a value-added distributor. They do a lot in terms of recruitment, training, and support, and that was a way for us to scale quickly. Those five regional shows were done in conjunction with ISI, and it was a combination of their customers as well as people we had recruited to
THE BIGGEST THING IS THAT EVEN PEOPLE WHO HAVEN’T SOLD EPSON BEFORE KNOW IT’S A GOOD NAME AND A GOOD BRAND. MOST OF THEM HAVE HAD POSITIVE EXPERIENCES WITH EITHER EPSON WIDE FORMAT OR PROJECTORS. WE HAVE TO PROVE OURSELVES WITH THE BUSINESS INKJET MACHINE. MATHEWS: We’re actually revamping the program and went through a major redesign. The printer program is called Business First. We’re doing it for those high-end products, these enterprise products, as an authorized reseller program. These are not generally distributed. One of the questions we get is who’s going to sell this thing, because people see us in Best Buy. But clearly, that category of distribution is not suited for this kind of product. We’re going to have an authorized channel that we sell through that has to meet the requirements of service and sales. As you might expect, service is a huge component on these high-speed products. In terms of the return for those in commitments— and the different benefits you get for being in the program in terms of pricing and different levels of support—we’ll be rolling that out as we launch the product itself. In March of 2016, Epson announced a partnership with distributor Impression Solutions (ISI) to market Epson’s Replacement Ink Pack System, providing extensive reach into the US BTA channel. Has it met with expectations and what are your goals in this regard? 26
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bring into the show to meet them. That’s a good indication of our trust in them and the usefulness they brought us in the relationship. Replacement Ink Pack System devices offer significantly lower costs per page than laser. How has it been met within the SMB space in terms of adoption and what are the challenges you face? MATHEWS: The dealers who do best with it understand the product. It comes with a very large capacity for ink and in most cases, the ink will last the life of the lease—up to three years. It’s the perfect product for applications in the dealership where they want a low-touch environment, but can still control the relationship. Because the ink’s included, they get all of the funding up front; they don’t have to wait down the road to get the consumable revenue. The price point is high enough that they can get it leased, so it’s still under a contractual relationship. They still control that as well as the service contract. So for dealers who understand that sort of slightly different business model than the copier model—which requires periodic toner shipments, billing, and invoicing—
this is a clean way for dealers to get units in quickly, get them installed, get totally funded on the entire transaction up front, and not have to go out and service. It’s great for small office businesses and awesome for remote offices where they might not have great service coverage or shipping. What changes in the BTA space are influencing your go-to-market strategy, and what influences will play a role in your strategy going forward? MATHEWS: BTA is the obvious choice for distribution and installation of those products. We thought we could bring something to the dealers to supplement them. We tell them that our goal and expectation is to not replace their existing line. But we do believe we can bring in an option for them to get net new business for their dealership. This gives them a product to compete against the laser manufacturer and it opens the door into accounts that they couldn’t go into previously. There’s a lot of buzz around it because HP is coming into the market at the same time. It’s a colorbased product, so you’re talking highvolume, high-profitability customers. Earlier this year, Epson America filed three patent infringement complaints against companies selling newly built and remanufactured ink cartridges on the Amazon Marketplace. What is your opinion on the recent Supreme Court ruling in the Lexmark case, and will it impact Epson’s ability to protect its patents? MATHEWS: We work hard to protect our after-market business. We’re going to adamantly ensure that there’s a level playing field. If someone violates the law, we’re going to protect our interests. At the end of the day, Epson’s name is on the machine. That consumable is a big part of the ownership experience with the name. It’s not just about protecting the consumable business. It’s about protecting the next purchase of the machine. We want to ensure that they get the best possible ownership experience and that the next machine they want to pick is an Epson. We’ve taken actions
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specifically against certain manufacturers or distributors that come to the US, as well as some of the uncontrolled marketplaces where there are a lot of generics, clones, and trademark infringements. In terms of the Lexmark case, there’s probably a couple of situations where we can’t go after people as strongly. But the people we do go after have clearly violated patent law and intellectual property law. In our mind, it’s not a very gray area. For the vast majority of the places where we go after people, the Lexmark ruling won’t have a significant impact. Tell us about your distribution models for the other B2B products under your responsibility. MATHEWS: Robotics has a specialized channel that they go through, distributors and system integrators. Most resellers and system integrators have the same values, needs and requirements. ARVR goes through multiple channels of distributors, including specialized
IT’S ALL ABOUT ATTACKING THE OFFICE EQUIPMENT MARKET IN SEGMENTS 2 TO 5. WE HAVE ZERO REVENUE THERE, SO IT IS ALL NEW OPPORTUNITY FOR US. resellers. Our biggest partner is DJI Drones, so our number one bestselling application is for use in flying DJI Drones. They’re the largest drone manufacturer in the world and we have an exclusive relationship with them to be a first-person viewer system for the drones. POS Printers go through sellers and system integrators. We’re market leaders there. It’s a mature market with an established distribution channel and we have deeply loyal customers. Where do you see your optimal growth opportunities? MATHEWS: It’s all about attacking the office equipment market in segments 2 to 5. We have zero revenue there, so it is all new opportunity for us. It’s a huge market and we think we have a very strong story to tell there in terms of product differentiation. We think
We Saw It In ENX Magazine
we have very good distribution. We’re pushing hard right now. What are your goals for the balance of 2017 and the coming year? MATHEWS: The number one goal is to build a robust, comprehensive BTA channel. That means recruitment, activation and sell-through for us and our resellers. The product itself has been in development for many, many years. This product’s father and mother are actually from the industrial printing space. This is a high-speed industrial printer that has been slowed down into the office equipment space. The key was learning how to cost-effectively mass produce that type of technology at a price point suitable for the office equipment space, and we did that. Hundreds of hundreds of millions of dollars have gone into the product; now we’re ready to sell it. ♦ August 2017 | www.enxmag.com
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Erik Cagle
Business Profile News Briefing
Taking a Vertical By Storm: Kno2 Aims to Revolutionize Health Care Information Exchange
O
ne of the fastest-growing companies servicing the vast health care industry isn’t exactly a household name for the general public. But while you won’t see any commercial spots for this firm airing during the Super Bowl, Kno2 has been scoring points among the many thousands of end-users who have quickly embraced its cloud-based clinical document exchange platform. How does a 30-employee organization based in Boise, ID, gain such tremendous traction in an industry that is one-sixth of the nation’s GDP? Quite simply, there are no other technology providers who offer the complete scale of the Kno2 solution. Kno2’s simple approach effectively consolidates the process of sending and receiving electronic medical records (EMR) between providers spanning the entire health care ecosystem.
firm’s reputation. Not to mention name recognition. “The last 12 months have seen this holistic engagement in health care where a very small company has created a significant name in interoperability,” he said. “We’re viewed as a leader, people come to us for insight, advice, and understanding of how to use our technology to solve that vexing problem in health care. It’s been this massive realization of who Kno2 is in the marketplace, on a very lean marketing budget. That’s been a huge accomplishment and all of the employees here take great pride in that.”
Staying Vigilant
While Kno2 has a staggering wealth of experience pertaining to the health care vertical, it also proudly boasts roots in the information technology, document management, and professional services industry spaces. Elwell formerly served as the vice president of health care at the Technology Services Industry Association. Prior to that, he spent 17 years with IKON Office Solutions, then Ricoh, following its acquisition of IKON. The Kno2 organization, originally called Osmosis and then Inofile, was founded in 2009 by Therasa Bell and Dane Meuler. Elwell later worked with the
But the lack of direct competition offers no source of comfort for Kno2 CEO Jon Elwell. His approach to business and technology is to continually push forward the development and enhancements to the Kno2 solution as if there were a pack of competitors nipping at their heels. Kno2 has built the perfect EMR exchange machine, and Elwell knows the competition will come, sooner than later. For now, Elwell is amazed at the constant positive feedback Kno2 has received from the health care community, which in and of itself, has validated the 28
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WE’RE VIEWED AS A LEADER, PEOPLE COME TO US FOR INSIGHT, ADVICE, AND UNDERSTANDING OF HOW TO USE OUR TECHNOLOGY TO SOLVE THAT VEXING PROBLEM IN HEALTH CARE.
We Saw It In ENX Magazine
Jon Elwell, CEO
company in an advisory role, intrigued by the thought of taking its technology at that time— hardware-based, unstructured to structured conversion—and moving it to the cloud in an exchange configuration. It was all about the movement of a clinical document, and not just the consumption of it. “I made a strong recommendation to the board that it would require a significant capital infusion to bring what would ultimately become Kno2 to market, and what that opportunity looked like in that space,” he said. “In 2013, we made significant capital investment to take the internal technology to the cloud and emerge with what we have today. I was asked at the same time, given my view of the opportunity, if I would join the company as CEO. It was a simple decision for me, because I knew what we were sitting on.” The Kno2 platform is disseminated through two channels: the integration of its API via health technology vendors or subscription through its website portal. Users are assured of HIPAA compliance, as each network that continued on page 30
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Taking a Vertical By Storm: Kno2 Aims to Revolutionize Health Care Information Exchange
Therasa Bell, Cofounder, President and CTO
is integrated into the Kno2 solution, such as OpenText’s file infrastructure, already meets HIPAA standards. Any content that travels across the Kno2 network is encrypted and secure from the point of creation to the point of submission. Kno2 also employs an authentication certification (LOA3) process for identification proofing that all customers must meet, with third-party partner Equifax providing the verification. Kno2’s technology serves virtually every subset of the health care universe, with partners in the post-acute space (skilled nursing, long-term care, behavioral health, etc.), emergency medical services (EMS, patient ground and air transportation), referral management, release of information, accountable care organizations and numerous others. On the hardware side, Kno2 has three vehicles to exchange interoperable content: OpenText RightFax and MFPs manufactured by Konica Minolta and Xerox.
IT’S A SIMPLE AND COSTEFFECTIVE SOLUTION THAT DOESN’T REQUIRE HEAVY LIFTING, SPECIALISTS, OR A COMPLEX MODEL, ALLOWING PARTNERS TO QUICKLY IMPLEMENT NATIONWIDE. Konica Minolta and Xerox have a user interface in the form of a “Share Patient Information” button on their health care MFPs to enable the transmission of a document to a recipient in EMR form as opposed to a fax. The document can be associated with a patient record because of the metadata attached to the 30
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transmission, Elwell noted. Every MFP device comes with a Kno2 subscription that, when activated, provides full cloud functionality for sending and receiving from the cloud and desktop, as well as the MFP. The end user is then added to an aggregated directory of more than 2 million providers, and many providers have noted they are able to protect their referral volume or grow it because of the ability to receive electronic submissions. The upside for dealers who sell these vertically-integrated MFPs is obvious in that the Kno2 solution is a formidable value-add and point of differentiation in the market.
Managed Print
Kno2 would like to do business with other device OEMs for potential integration with manufacturers that are organized for health care and have an infrastructure for execution. “We know what works and what doesn’t work,” Elwell observed. “It’s a simple and cost-effective solution that doesn’t require heavy lifting, specialists, or a complex model, allowing partners to quickly implement nationwide. Leading companies like Canon, Ricoh, Lexmark, and HP would be attractive potential partners, assuming they share our vision of increased interoperability in health care.” Elwell also pointed out the correlation between Kno2’s platform and the office technology sector’s push toward managed print services. “On the topic of workflow and the reduction of devices, you’re looking at the ability to reduce paper,” he said. “Kno2 plays a critical component because we take paper out of the process, improve the workflow, and change the dynamic of the exchange significantly, differently than any other MPS program in health care. We continue to work with Konica Minolta and Xerox to implement Kno2 into their MPS thought process. It adds significant differentiation for them.” The beauty of working with OpenText, Konica Minolta, and Xerox is in the sales and marketing firepower they bring to an organization such as Kno2.
Dane Meuler, Cofounder, SVP of Business Development
This enables Kno2 to rely on its partnerships as a tool for expansion and to reach deep into the health care market. Looking ahead, Kno2 will continue to focus on reaching further into those subset markets where it has a dominant presence, such as long-term care, EMS, referral management and release of information. Elwell is confident that the company’s hardware partners will continue to differentiate themselves and gain market share. “I’ve lived in that industry for 20 years, and it’s very seldom that you have true differentiation at the point of sale on hardware—but that is exactly what we deliver with the uniqueness of Kno2’s patented technology,” he said. “After all, why would I, as a health care provider, want to buy an MFP that doesn’t allow me to securely exchange protected health information? Our passion over the next 12 months is to enable these office technology partners to dominate the health care space.” Elwell noted that two of his primary tasks involve finding personnel with specialized experience within the health care space, while looking to further lock down the segments of the market in which Kno2 has established a foothold. “We continue to stay focused on attracting talented people to our organization, like Erica Neher, our senior vice president of partner success,” he said. “We will continue to staff for the growth we’re experiencing. Our other top priority is to expand ownership of the spaces in which we’ve made significant strides. We’re excited about the future.” ♦
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Erik Cagle
DealerBriefing Spotlight News
Managed IT and Cloud Services Spark Thermocopy Growth Platform
T Steve Sumner
hough its founding day might indicate a trick is about to be pulled, Knoxville, TN-based Thermocopy did, in fact, begin on April 1, 1964, with Randall Sumner and two partners each kicking in $50 investments to go with a $3,000 note for operating capital. The company debuted as a dealer for NCR, selling its brand of Thermocopy paper. The name seemed a natural fit. The company plugged away during that first year, generating revenues of $20,158 selling the paper and NCR adding machines. Randall Sumner’s son, Steve, purchased the company from his father in 1994 and immediately embarked on a five-year plan aimed at reaching the $10 million plateau, which would enable it to compete with the IKONs and Dankas of the world. Sumner pursued a number of larger accounts and the company expanded its geographic footprint.
Considerable Growth
More than 50 years later, the company has grown to the $14 million mark, backed by 65 employees and a Mountain Empire branch located in Johnson City, TN. It offers clients the full line of Ricoh products and also provides HP large-format inkjet printers and Kyocera printers. Its solutions partners include Eco-
printQ, PSIGEN, M-Files and Fujitsu. Thermocopy has carved out a niche for itself serving the East Tennessee market and continues its growth strategy with the help of newer offerings, including managed IT and cloud services. The company has its share of raving fans, and its president is determined to continue his father’s vision of being the best, rather than the biggest. We spoke with President Steve Sumner to learn about how these new services will enable the company to fulfill its founder’s ideals. How is business this year? Where do you see your greatest opportunities for growth? SUMNER: We are on track to hit or exceed our target growth number of 10 percent by the end of the year. There were several keys. We changed our territory strategy to geographic territories. We had an open system prior to last year. We’re getting a lot of traction out of managed IT, which we rolled out this year. Our greatest opportunities for growth continue to be with the products that are our economic engine: MFDs, printers, and solutions that integrate with those products. However, to enhance future revenue streams and profits, in January we implemented a business plan to sell a suite of professional services, including managed IT, cloud solutions, and security compliance audits. Tell us about the suite of professional services. How has it fared so far? SUMNER: We have watched companies that were early adopters of managed IT lose bucket-loads of money over the last 10
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We Saw It In ENX Magazine
years. We hope to have learned from the mistakes and successes of companies that have made profits in the business. It is a difficult sell. We sold our first managed IT deal in April. We are seeing more leads all the time, which is a large part of the game. I am optimistic. What does Thermocopy pride itself on? SUMNER: Even before the term “raving fans” was coined and became part of popular lexicon, we were creating raving fans. My father did not set out to be the largest technology company in East Tennessee, but he always wanted to be the best. I, and our team, strive to carry on that legacy. We are committed to serving our clients, employees, and community. Today, there are more tools available to measure that component, including the Net Promoter Score, which for us is hovering at 96-plus year-to-date. I am proud of that and the efforts the Thermocopy team have put into making that score what it is. Tell us about your Prntworks+ managed print services. SUMNER: The development of our Printworks+ program was the result of differentiating us from our competition at a time in our industry when every account representative was saying the same thing to the client: that is, the customer should consolidate printers to MFDs as the prints are less expensive than the MFDs. Of course, that was a correct statement, but let’s face it, printers were and still are considered an entitlement, and most administrators did not want to fight that battle. Also, most organizations did not really know what their continued on page 34
Managed IT and Cloud Services Spark Thermocopy Growth Platform printing costs were. Our Image Output Assessment (QuickView) is the major component of the program. It is a deliverable that calculates and demonstrates to the client what are their true printing costs and inefficiencies. We do not always deliver cost savings, but we do always provide a plan for our clients to account for every cost going forward and to make their operations more efficient. How does the QuickView program enhance customer processes and overall efficiency? SUMNER: The QuickView immediately zooms in on a company’s current total print environment usage and costs. It is then utilized to intelligently and effectively offer suggestions to realign their print environment technology and processes, often improving productivity and decreasing expenditures almost immediately. The client receives an IOA (QuickView) document that includes an introduction to management explaining the process; an outline of the key interviews with priority end-users and any discovered information; an asset list of all equipment found in the equipment layout phase of the assessment; and a basic layout of the office environment and equipment. Finally, they receive a print audit segmented in a variety of ways to include total prints by printer, total prints organization wide, and the costs associated with current document flow. They also receive suggestions and recommendations that include how to improve costs and productivity within the document flow model. It is a strategy for moving forward with improving information management. Your company has been ranked number one in the Ricoh Prestige Certification Program for technical service. What makes your service organization so strong? SUMNER: I am very proud of our service department’s success. In 2007, we started putting great emphasis on and incentivizing our technicians to achieve professional IT certifications. At that time, we also added a certified trainer to our staff. I believe that this is what laid the groundwork for their recent success. Also, there is a healthy competitive spirit within the department. Bottom line, we have the right people on the bus! 34
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How does the Centriworks division, which offers comprehensive software solutions, fit into the overall value proposition of Thermocopy as a separate entity? SUMNER: The Centriworks division was formed in 2005 to house all our solutions products, our Image Output Assessment/QuickView, and now our managed IT services. The value proposition is simple: when selling our Printworks+ program, an independent consultant trained specifically to do assessments performs the task as opposed to a sales person. This adds credibility to the process and helps to overcome the old technology connotation of the Thermocopy name. What do you look for in your employees? How do you recruit and retain good ones? SUMNER: We typically recruit by utilizing our centers of influence. We are looking for candidates that exhibit the behavioral energy to do the job. We have been a client of Riordan and Associates for years and utilize their process to determine a candidate’s behavioral energy. It is very comprehensive and includes a screening interview, then a behavioral energy assessment which determines the candidates “can do,” and a long interview (two to three hours in length) in which the hiring manager determines the candidates “will do.” We retain good people by making sure they have the right attitude, skills, and knowledge to do the job. This provides the team members a good foundation with which to succeed in our organization. Did your company make a big investment in the past year or hold an event? SUMNER: We have just started a remodeling project that will easily cost as much as the original cost of the buildings. The whole facility is receiving a facelift. We didn’t have a collaborative space for our young employees to gather; we were basically a cubicle farm. This is the most significant investment in the facilities since 1993. The remodeled facilities will support our recruiting and marketing efforts. Who do you see as your biggest competition, and how do you differentiate your company from them?
SUMNER: Our biggest competition are those companies which always, no matter what the situation, take the “no margin” route to sales. In most cases, the company’s management team is doing their clients a disservice because most of the time the client, through their vendor’s fault, is ignorant of the possibilities. They give away margins required to reinvest in the company, and their sales representatives are not true trained consultants but rather order takers. We differentiate ourselves by offering the client/prospect a free education pertaining to their document flow environment and what the future possibilities are from the best technology company in town. It does not work all the time, but it works enough of the time that I like our odds! Environmental consciousness is important to your company. Tell us about your Greenworks program and the GoGreenET.com online resource for customers. SUMNER: The Greenworks program is part of Thermocopy’s commitment to be an environmentally responsible business partner. The program is designed to help Thermocopy as well as its clients become better stewards of the Earth’s resources. Greenworks grew out of our nomination in 2007 for a Pinnacle Award recognizing the company’s excellence in the East Tennessee business community. In 2008, we founded GoGreenET.com, a free, online resource created to guide East Tennessee businesses and other organizations towards being more environmentally responsible. The site provides basic information about products and services that can help your business meet its sustainability goals. The goal is improvement, not perfection. GoGreenET.com also encourages businesses to look for ways that go beyond the basic first steps presented on the website. What do you like to do for fun outside of work? SUMNER: My wife Donna and I live on Norris Lake with our two daughters. We spend a lot of time on the water surfing and water skiing with friends. We are also surrounded by national parks and state forests with hundreds of miles of off-road trails. When we are not on the water I enjoy exploring the back roads and trails on off-road motorcycles. ♦
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Erik Cagle
ECM Roundtable News Briefing
Working Beyond Customer Requirements: Consultative Approach to ECM Helps Maximize Workflow Efficiency
W
hile it falls upon dealers to ensure that their end-user customers are being equipped with the proper tools to facilitate ECM, document capture, and related software solutions, the software developers themselves boast a wide-angled perspective that reaches beyond the scope of their respective offerings. We’ve assembled a small team of software specialists to address a range of topics, including the selection process, points of differentiation, integration with third-party solutions, the ins and outs of selling software solutions, and the value in enabling and enhancing mobile devices. Our panel of software experts consists of Wouter Koelewijn, senior vice president and managing director of Y Soft’s Scanning Division; James Shearer, director of sales for Laserfiche; Jeff Se-
Wouter Koelewijn, Senior Vice President & Managing Director, Y Soft Scanning Division 36
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James Shearer, Director of Sales, Laserfiche
www.enxmag.com | August 2017
garra, senior director of product marketing for the Nuance Document Imaging Division; and Tom Franceski, vice president and general manager of DocStar, an Epicor company. With a wealth of ECM software solutions on the market, what are the major points of differentiation that can help a dealer ascertain which product is an ideal fit for its end user? KOELEWIJN: It’s important that dealers really understand the customer requirements. Do they want a solution that works in the cloud, on premise, or a hybrid scenario? Does the solution have an SDK so that it can be integrated with other enterprise applications? And, because many companies still have to deal with paper processes (passport copies, tax forms, etc.) where scans need to be made, does the ECM support single sign-on so that the
Jeff Segarra, Sr. Director of Product Marketing, Nuance Document Imaging Division. We Saw It In ENX Magazine
user doesn’t have to log in to the ECM in order to scan directly into the ECM? This last point speaks to a broader customer requirement: a good user experience. The user experience should simplify steps for the user and enable workflows that are process driven, structured, and eliminate human error. SHEARER: One of the most important things to consider is scalability. If dealers typically serve clients of a certain size, they may be accustomed to software that works for those clients. But if that system can’t scale with growth, then the solution has an expiration date. In the same vein, if dealers choose an ECM software that’s only available at a scale suitable for very large organizations, they are unable to capture smaller organizations’ business. A dealer should be able to customize the ECM software
Tom Franceski, Vice President & General Manager, DocStar continued on page 38
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Working Beyond Customer Requirements: Consultative Approach to ECM Helps Maximize Workflow Efficiency to fit the business needs of clients of different sizes, and make changes to the system as those clients’ needs change as well. Another big differentiator would be ease of installation. At Laserfiche, we work with dealers of all levels of technical ability, and it’s important that a system can be implemented quickly so they’re able to focus on improving their clients’ business processes. ECM software solutions are easier to install and shouldn’t require a lot of complex coding. Additionally, once the system is installed, dealers should also be able to go back into the system and easily configure and improve business processes whenever necessary. If these changes are difficult and require a lot of work and coding, clients will be reluctant to make improvements over time or call on their dealers for added services.
SEGARRA: The key to integrating solutions is using an API that enables a secure connection. That way, users can leverage a standard single sign-on like Microsoft Active Directory and have access to the same rights and permissions across applications. Not taking this approach will lead to a bad user experience as well as an insecure experience. FRANCESKI: The key to integrating with these systems is having flexible, easy to use, and powerful ECM integration tools to work with these systems in the way that they are built to import/export data such as through APIs, web services, XML data, direct SQL, etc. Strong knowledge of the target application results in best-practice integration.
KOELEWIJN: First, the ECM has to have an SDK so that workflows can seamlessly and securely transfer documents made on the scan device to the ECM’s repository. For end users, integration is seamless FRANCESKI: Flexible deployment when they are not required to know the options (on-premise or cloud); a simple underlying details of the integration at graphical workflow design tool to emthe various stages of digitization. For power dealers and customers; compreexample, when a user scans a document hensive enterprise-wide ECM features which will be delivered to an ECM by including AD/LDAP integration; comprean automated workflow, the user should hensive audit trail reporting; records mannot be required to login into the ECM agement; Microsoft Office integration; every time she uses the workflow to scan version control; e-forms; packages and a document. Also, she should be able to a customer empowerment portal with an use the capabilities of the ECM on the integrated online university. MFD screen without being deprived of the familiarity of the workflow solution’s ECM and document capture are tightly user interface. connected to workflow. What is the key to integrating with third-party systems/ For IT administrators, a seamless solutions? integration means minimum steps to configure such integration to make it possible for end users to use its capabilities. Configuration of integrations should be part of the centralized administration interface and require no third-party configuration tools if a destination system doesn’t require it. As multiple destination systems may be used in an organizaNuance eCopy ShareScan ensures the safe and secure tion, configuration of the difcapture of information 38
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ferent integrations should be consistent and familiar. One additional point: ECM systems are constantly upgraded with new versions and features. The connectors from the workflow software to the ECM must also be updated. And this has to happen quickly for the customer. Y Soft develops its own connectors. This ensures that we are not reliant on a third-party developer’s knowledge and time to make changes. It also means we can directly test for compatibility and ensure it works seamlessly. SHEARER: While the leading ECM systems have workflow capabilities, it’s still important that the software company a dealer works with is open to working with other technology companies and has an easy-to-use and well-documented software development kit. When software is easy to integrate and integrations don’t require a lot of custom code, dealers are able to really tailor solutions to meet the specific and varied needs of their customers. Should dealers seek to offer software that integrates with a particular line of business, vertically speaking, or take a broader, more generalized approach? FRANCESKI: This depends on the available market in the dealer’s sphere of influence. In smaller markets, a more generalized approach may work better to provide a broader base of customer prospects. However, at least one primary area of focus—be it AP, HR, or other horizontal or vertical approaches—will allow the dealer to demonstrate a level of expertise that would be hard to compete with. This will also demonstrate the dealer’s ability to go deeper and extend in other areas if needed. SHEARER: I think, at least initially, dealers should take a broader approach when offering a solution, which will give them the freedom to specialize in different verticals if they choose to go that route. It’s important for dealers to offer a system that’s not designed specifically for one vertical, so they aren’t limited in the future. continued on page 40
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Working Beyond Customer Requirements: Consultative Approach to ECM Helps Maximize Workflow Efficiency Many of our successful dealer partners start off by specializing in one business process—for instance, the accounts payable process or new employee onboarding—that can be applied horizontally. Then, as they acquire more accounts, they will gain experience in other processes and will integrate the solution with vertical-specific applications in order to sell into an industry. SEGARRA: Dealers can be successful with a vertical or horizontal approach as long as they speak the language of the customer’s business and understand their challenges. For instance, oftentimes ECM document capture capabilities can be too simplistic to address customer needs. Document capture is much more sophisticated than just scanning. Capture needs to include capabilities like OCR, redaction, Bates stamping, and more to ready documents for ECM systems. KOELEWIJN: It is really up to the customer’s existing systems. Do they use vertical applications or do they use broader repositories like SharePoint or Dropbox? The dealer should make sure the workflow provider, like Y Soft, can integrate with the customer’s requirements. What are some of the keys to selling ECM solutions and how do they differ in approach from selling hardware?
KOELEWIJN: ECM is very much a consultative approach. As mentioned, time must be taken to really understand the customer’s requirements and the paper-based process they are trying to eliminate or improve upon. It is also important to understand the customer’s impetus for digitization. Is it about improving accuracy, consistency, productivity, meeting compliance regulations, or all of the above? The user experience must be paramount because if it is complicated, confusing, or nonsensical, it won’t be used and whatever digitization gains were desired won’t be achieved if the user can’t use it properly. SHEARER: Building strong relationships with customers is the key to selling ECM solutions. We view our customers as our partners and we want them to know that we’re in it for the long haul. Because business needs and technology are constantly changing, dealers need to stay agile and make themselves available for ongoing consultative services. Having that relationship means that the customer will continuously look to the same dealer for guidance, new products, and new services. In turn, the dealer takes that insight and uses it to better their offerings and service, much in the same way we at Laserfiche use customer feedback to evolve our product. Also worth mentioning is the perceived difficulty of selling ECM solutions as opposed to hardware. Many
hardware dealers rely on their knowledge of set features, speeds, etc., so the many varied features, benefits, and configurations associated with ECM solutions can seem overwhelming. However, dealers who feel they have a limited knowledge of the technology can still use a consultative approach. While it is still important to know the power and limitations of the software, dealers can work hand-in-hand with a small team of specialists within their organization who can build out automated workflows and execute the integrations as needed. FRANCESKI: Selling ECM solutions requires an understanding of the core and sometimes latent problems associated with growing businesses or businesses needing to increase productivity in order to remain competitive. This entails identifying pain points in the organization driven by inefficient processes, regulatory requirements, etc. A strong consultative approach is needed, which draws on practical experience and best practices learned across multiple customers and industries to recognize business process challenges and deliver proven results. SEGARRA: One key to successful solution selling is having a customer document-centric selling approach. Start the customer conversation with, “tell me about your document problems.” That way you will identify what the customer wants to do with documents, not just where they want to put them. Talk a little about the importance of user experience and enabling mobile devices.
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SHEARER: No matter how you are interacting with your software—whether it’s from a desktop, laptop, or mobile device—it should work and feel the same. User experience is extremely important. With the large percentage of people who work remotely and access information through their phones and tablets, mobile plays a critical role in how organizations operate today. The experience should be modern and intuitive, and it should mircontinued on page 41
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ror something familiar. If someone doesn’t like using the system, they simply won’t; they will find ways to work around it. KOELEWIJN: Today, the user experience to make a scan is complicated. There are numerous menus to navigate and many decisions. Decisions about scan quality, color/B&W, file format, naming conventions, and so on. What happens is that everyone makes different decisions so the organization has inconsistent digital files. Productivity is severely hampered with such a complicated experience. And finally, there is a lot of room for human error. Most people are still scanning to email. The scan goes to an inbox, is named and saved and then copied somewhere or forwarded by email. For security reasons, it is a nightmare, but the potential for human error is also a big factor. It is a misuse of email infrastructure and clogs storage.
TODAY’S WORKER IS HIGHLY MOBILE AND THE USER EXPECTATION IS TO BE ABLE TO DO WORKFLOWS ON LAPTOPS, TABLETS, AND MOBILE DEVICES. Wouter Koelewijn
Today’s worker is highly mobile and the user expectation is to be able to do workflows on laptops, tablets, and mobile devices. For the organization, security and audits are of concern. It is a natural evolution to have workflows on mobile devices. From the IT admin’s point of view, user experience is also very important. Workflows must be pre-defined by IT administrators, who understand the ultimate goals of digitization, not by end users themselves. The solution must allow a way to configure workflows to rely minimally on end-user input to provide context information when scanning and to provide clear instructions to guide end users through the digitization process. In order to make configuration of workflows efficient, the solution must provide IT administrators with a simple, familiar, and easily accessible way to define workflows. This can be catered to by a centralized workflow administration interface, which should also offer instant access to statistics, reports, and troubleshooting of document digitization workflows.
KOELEWIJN: Foremost, they must adapt to a consultative approach. They should also know that Y Soft offers automated scan workflows as a standalone product. While we also bundle it with print management, there are many customers who may want to start just with scan workflows and we can do that. Ideally, they have the capability to handle software sales on a subscription service (SaaS) basis as that is the expectation of most customers. Y Soft offers SaaS or perpetual licensing. SHEARER: At Laserfiche, we look for dealers who share our visionary outlook. A dealer has to be forward-looking in order to sell technology since it requires an investment of time, resources, and energy. While ECM systems are highly sought after, some dealers don’t hire the staff or invest the time that’s needed to successfully sell them. Sometimes they will simply add selling ECM systems to one employee’s already full-time job, and then they don’t get the sales they were expecting. Laserfiche’s relationship with its customers and resellers are partnerships. We want the dealers who carry our software to view their relationship with customers the same way. It’s not about a one-time sale: we are constantly evolving the software, our customers are growing, and their business needs are changing. Dealers who understand are the ones we want to work with and the ones who will be the most successful. SEGARRA: We look for dealers that engage with their customers and make connections with them. Building relationships with customers is the best way for dealers to fully understand how their organizations work and how to create a solution that can help. ♦
SEGARRA: Mobility empowers people to work faster and better so customers want to have a mobile experience with their documents. ECM needs to support search and access of documents by mobile users. ECM also needs to add on mobile capture capabilities so professionals outside the office can have the same workflow experiences as when they are in the office. FRANCESKI: User experience is paramount. In order to gain adoption and realize the benefits of process re-engineering, users must find the experience easy and beneficial. In that sense, process engineering also includes presenting information and direction in the most clear and concise manner and allowing the user to engage the system with their preferred device. Increasingly, mobile devices are the device of choice for simple processes and actions such as mobile approvals. What attributes do you seek from dealers who want to carry your software solution? We Saw It In ENX Magazine
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Service Excellence Platinum Award Winner
Office Technology Service Excellence Award
PLATINUM LEVEL
Core Values, Superior Tech Service Fuels Zeno Office Solutions’ Dominance of Oil and Gas Markets
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Dale Fowler, Founder/ CEO
he name Zeno, derived from the Greek and taken from the name Zenon, is commonly connected to a pair of well-known philosophers—Zeno of Elea and Zeno of Citium, the latter being the founder of the Stoic school in Athens. It’s also derived from the theonym Zeus. Thousands of miles (and years) away in the West Texas town of Midland, Zeno Office Solutions’ philosophy is to align itself with individuals who share their same core values: faithbased, customer satisfaction, integrity, excellence, teamwork, pride, personal growth and family atmosphere. All of which make this $5 million (and growing) provider of Kyocera copiers and printers, managed print services, document management services and technical support—predominantly for the booming oil and gas sectors in Midland and Odessa—a customer favorite. It also doesn’t hurt when your average service response time is less than an hour. “We have a very good company culture that is centered around
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our core values,” explained Brantly Fowler, Midland sales manager for Zeno and the son of its co-founder, Dale Fowler. “Any time we have a prospective company where our sales rep is going to make a proposal, the reps actually go over our core values first and ask them if they align with their own values. If not, we’re probably not going to be a good fit. “Those values are what we stand for and believe. We want our customers to share that with us, because they’re part of the family here at Zeno.”
Swift and Effective
Core values may help companies align with those who share their philosophy. However, it is Zeno’s ability to augment those synergistic relationships with a technical service component that is not only swift—which is no small deal in a remote region where competitive response times can take as long as a week—but efficient and effective as well that earned them the distinction of being this month’s BEI/ENX Office Technology Service Excellence Platinum Award winner. Dale Fowler and Larry Bond founded Zeno in 1999 after having worked at Danka for a number of years. The company started out as a Minolta dealership, then switched over to Kyocera nine years ago. Bond died of cancer in 2011, and Dale Fowler acquired his stake in the company (Brantley Fowler is a partner now). In addition to Kyocera, Zeno also carries MBM products, such as paper shredders, and Square 9 We Saw It In ENX Magazine
software for document management. While Zeno lists IT services on its website, Fowler said the company only handles it on a per-call basis. “There’s probably a way to make money in it, but we haven’t found the right solution to do so,” he added. The company’s primary sales and service domain is located within the Texas twin cities of Midland and Odessa, which are roughly 15 miles apart and boast a population of about 130,000 each. A commanding share of Zeno’s business (90 percent, in fact) is concentrated in the oil and gas industries, with companies involved in drilling, fracking, exploration, and service. Rounding out the vertical spaces are banking, legal, health care, and education. Thriving at the whim of the cyclical energy domain can be tricky. Oil as a commodity has yo-yoed in recent years, dropping to $26 a barrel in 2016 (West Texas Intermediate crude sat at $44.20 in mid-June). Three years earlier, the price had climbed above $100 a barrel, inviting an influx of companies looking to cash in on the boom. “When oil hit $26 a barrel, a lot of companies went out of business and we lost a lot of clicks,” Fowler noted. “My dad had always told me, when the oil industry tanks like that, the [customer] volumes shift around from oil and gas to banks and attorneys, because people need loans or they’re getting sued.” While Zeno is not impervious to the fallout from energy performance, it still manages to attain double-digit growth each continued on page 44
Core Values, Superior Tech Service Fuels Zeno Office Solutions’ Dominance of Oil and Gas Markets
Zeno building
year. When Brantley Fowler joined the firm after his Coast Guard hitch ended in 2013, sales stood at $3 million; four years later, sales have climbed 60 percent. Zeno has around 1,100 clients, with 2,100 machines in field. While hardware growth has played a large role in its success, the service component has flourished as well. “When we can deliver that kind of response time, it really does set us apart from everyone else,” Fowler said. “It’s not just the response time…being there under an hour is great, but the fact that the technicians are so highly trained and qualified makes a huge difference. All the devices can put ink on paper, but what happens when they break? You’ve got to have quality service and our customers are spoiled rotten. That’s how we’ve continued to grow, because we’re able to get referrals from customers, both written and through word of mouth.”
Measure of Greatness
Zeno embarked on the BEI program two years ago to garner a better understanding of “what does good, great, and excellent really look like in our service department, and where we do fall in line in that regard?” Fowler said. The company incorporates the BEI findings into its weekly manager meetings, and they are analyzed to measure performance and to determine where improvements are needed as well as ascertaining strengths. “The service manager brings up our numbers for that week and we really dig into them as a management group so that the other managers understand what they are and what we’re trying to achieve— where do we stand and how are the techs 44
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performing numbers-wise during that week. Are we going in a good direction or are we going the wrong way? It’s really helped us with our response time, improving callback percentage and overall service performance.” One area where Zeno has bolstered its tech efficiency is via increased service volume. Early results indicated techs were starting at 9 a.m. and finishing around 3 p.m. The first service visit of the day is now shortly after 8 AM, with the final call ending after 4:30 p.m. “For us, that’s been a huge improvement,” Fowler said. “Now we’re probably getting in one or two extra calls a day. And the customers are very pleased with the level of service they get. It helps, too, to give them that white glove service they expect from us. It really centers on that.” Zeno is not the lowest-cost provider in its market when it comes to service. It has lost customers who have found more economical solutions over the years, but Fowler pointed out that the cost savings result in a sharp downturn in response time. After two or three years of one-week response lags, he said, many customers return, deciding that Zeno’s overall value proposition is preferable. “It’s the whole experience that they get, not just the service department but the admin, too,” he said. “They get their toner brought out to them without having to call. Other dealers say they do it but don’t have the manpower. We take pride in that, and if we’re going to promise them that service, we’ll deliver it.” One of the greatest challenges Zeno faces is in finding technicians who fit in with the company’s core values and want to live in West Texas. Outside of Midland and Odessa, employees may find the area somewhat desolate, as it’s a five-hour drive to cities such as Dallas, Austin, or El Paso. But Fowler noted that once employees experience life in a town like Midland, it quickly grows on them. A point of attraction for Zeno is its large, double-sided LED billboard. The dealer uses the billboard to post information regarding its offerings and capabilities, along with inspirational Biblical verses that emphasize positivity. Fowler
OTSEA Platinum award winners score in the top fifteen percent of all dealers evaluated. The evaluations are based on Call Back percentage, Hold for Parts percentage, MCBV (Mean Copies Between Visits) and Technician Grading. Tech Grading encompasses Time accountability and Time management along with individual HP, CB and MCBV rates. It also includes parts expense as it relates to parts CPC compared to world stats. said that many people have applied to work there simply because they like what the company stands for, as it aligns with their own values. Moving forward, Fowler would like to see improvement in the dealership’s first-call efficiency, which would serve to complement its superior response time. From a big picture perspective, double-digit growth is a priority as Zeno competes for clicks against the likes of retailers including Staples and Office Depot. The game plan is to convert those businesses to Zeno, implement MPS and foster service engagement, which is where the company truly shines. “Our techs are really engaged with the customer,” he said. “They don’t just show up, turn a screw and leave. The engagement is on a level equal to that of sales reps. Our customers love that; they know the techs by name and know a lot about them. Our techs are highly attuned to their accounts. The relationship really matters.” ♦
About the Dealership: • President/CEO: Dale Fowler • Service Manager: Dan Tenny • Number of Techs: 6 • Number of Devices Serviced: 2,100 Why They’re a Platinum Award Winner (BEI Provided Info) • First-Call Effectiveness: 67% • Call Back Rate: 19% • Hold for Parts Rate: 14% • Ranking: 18th overall of the 194 dealers
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Charles Lamb
Sales Briefing & Marketing News
Five Things to Consider When Introducing New Products
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hough many may not know, there is a process for properly introducing new products into your company and market place. It’s common to see a dealer select a new product based on a current client inquiry or because they see the latest “gee-wiz” product at a show and decide they want to sell it. Without any strategy or research, the new product is thrown into their sales department with gigantic promises of fame and fortune. The shiny object is held up in front of everyone and everyone is told exactly how to sell it and why customers will buy it. Then the dealer says, “Everyone is going to make a lot of money with this new product. All you have
to do is include the new gee-wiz in one deal per month and you’ll double your income!” Right? With eyes glazed over and everyone doing the rah-rah dance, happiness takes the day. It’s like taking the opening shot on a pool table with your eyes closed. It’s exciting for a while, but after the initial deals fail you come back to reality and realize you need an ongoing plan for consistent sales. That’s the problem, isn’t it? Each product you sell needs that same consistency. A few weeks ago on a conference call a dealer asked me, “when you say the word product, are you talking about our MFPs?” For the record, a “product” is anything that has value—
whether a tangible object like an MFP or your Managed Services program. Both require a serious plan if you want to introduce them into your marketplace. There are so many things to consider when adding new products or services, and it’s more difficult than you might think. I’m not saying you shouldn’t bring on new products. But I am telling you that you should have a solid reason for doing so and a great plan behind each product introduction. It’s easy for a sales organization to over emphasize the success potential and timeline of their new “gee-wiz” product. If you’re not careful, this can injure your core revenues and or even slow the momentum around what keeps you in business. If you are an MFP dealer, you have to protect that business when bringing in other products. So how should you select and introduce new products properly? Back when I watched the TV show Mad Men, almost every episode circled around the main character Don Draper saving the day as he pitched his ideas to potential clients. He often amazed both the client and his colleagues, as he seemed to always have the magic plan on how best to go to market. But Don Draper didn’t rely on magic. He simply did his homework. Most of the presentations he did were based on weeks of research and discovery. His analysis often discovered major disconnects between the company’s marketing and their customers. He dug deep into the psyche and buying habits of the continued on page 48
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Five Things to Consider When Introducing New Products company’s target, until the answers on how to market their products became crystal clear. While many believe that type of planning only exists on a TV show, I’m convinced that our industry is simply out of practice. We’ve relied on others for too long to tell us what to sell and how to sell it. For example, many dealers today are struggling to launch their managed print services program while trying to maintain their hardware sales. Most have not been successful! In order to be successful, you should become a Don Draper. Research is the key. It’s paramount! But as I’ve mentioned in the past, few conduct market research of any kind. Very often they lean on the manufacturers for strategy development. The question is, should they? Manufacturers have their own success model, but it’s focused on selling to a reseller like you, not an end user. I don’t know if you’ve noticed, but a lot of manufacturer’s go-to-market suggestions are conceptual. They don’t really walk in your shoes, nor do they know your marketplace as well as a Don Draper would. Don’t believe me? Ask one of your closest reps on a whim, which are the top 10 potential prospects in your marketplace that would benefit from their product. They won’t know. Don Draper would know! They’ll say it’s because they’re spread too thin and they can’t devote that kind of research to every dealer’s marketplace. To be fair, it really ISN’T their job, but can you name the top 10 potential prospects in your marketplace? Could you walk into their door tomorrow and give them a presentation like Don Draper? When products are thrown into the sales bag with no plan, it’s like the pool balls on a table. They crash, crack, and collide into chaos and often go directions you didn’t intend. Here are a few things to consider when introducing new products: Probably the most important consideration is to make sure your company is ready and able to add new
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products. Honestly, most aren’t. They all say they are but this is one of the biggest rubs between sales and marketing. Sales want it now and believe they’ll work through the kinks. Marketing wants to plan for every possible scenario before releasing a product to be sold. The two worlds are constantly battling for control unless there is no marketing department, in which case sales runs the show. The key point here is that most sales teams are driving less successful reps than successful reps and this leads us to the second question. Do you build a really successful sales organization first and then add products? Or do you believe adding new products will drive your success? It’s a serious question that must be addressed. If you could see what I see, adding new products to a sales organization where there are more failing reps than successful ones typically doesn’t produce a win. Fix your sales organization first, then add the products that will be most advantageous for your company. Evaluate each product for it’s possible contribution to your key business objectives. Is it a stand-alone product or does it complement existing products? Do your research. Where is it on its lifecycle? Is it a leading edge competitor or is it trailing? Does it complement your current business model? Within your marketplace, who would benefit from it and what would your decision maker’s title be? Go to your current customers for advice, specifically to the decision maker and title you’ve called out as your target. LEAVE YOUR ORDER PAD AT HOME and do real research: ask them if the product you want to bring to market has value, take notes, and dig deep. Most of all, evaluate the amount of effort it will take your company to professionally sell the product and evaluate that against the number of targets you’d have in your marketplace. If it takes too much to get there and you only have a few targets to create a return, it may not be worth the effort.
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Target review and sweet spot. When doing the necessary research for a product introduction, especially when your company doesn’t have a marketing department, you have to zero in on the truest possible prospect and not talk your self into a product just because you have a big demographic of targets. Recently, I was talking with a dealer who had jumped in neck deep with a software product built specifically for the medical vertical. His dealership happens to be smack dab in the middle of a metro filled with medical businesses. But as it turned out, his product only fits a small portion of the large medical businesses within his metro. He won’t see a return for his money, training, and effort until he sells 12 companies his software, not to mention the onboarding took SO MUCH of his attention and resources that his hardware business is suffering. Enough said. Finally, you have to honest. If you don’t have the sales talent to add this new product then you may have to wait until you do. Just look around in our industry at all of the dealers who say they sell MPS but really don’t. Truth be known, it’s not always a compensation issue that keeps reps from selling MPS. Very often, it’s the lack of talent in selling something that’s conceptual. You can’t make a zebra into a black stallion. Let’s face it; there is enough chaos in most sales organizations just from the situations you run into every day. I believe that most product launches fail (like MPS) because they’re pushed into play without a plan. I know right now some of you are saying, “That’s not me!” Aren’t you? Let me ask, of your entire marketplace, who are the top 10 MPS prospects that should be using your company to manage their fleet of MFPs and printers? What are the names of the executives who work there? What do you know about them? What challenges are they facing that MPS addresses directly? Why would they want or need you to manage their print fleet instead of doing it themselves? What values can you deliver that they need that your company satisfies? What are you waiting for? Go ask them! ♦
5
We Saw It In ENX Magazine
Ken Edmonds
Service Management News Briefing
Notes from Recent Events
I
recently had the privilege of attending the BTA Mid-America meeting as well as the Seat Based Billing seminar in Kansas City. I also attended the Pro-Finance 2 class in Cleveland, Ohio a few weeks later. All of the events were very beneficial and well worth the time and cost of attendance. I walked away from them with an even stronger conviction that our industry is facing profound changes. I believe in 5 to 10 years the industry will look radically different than it does today.
Seat Based Billing
When I attended the Kansas City seminar, I had been reading about Seat Based Billing (SBB) for the previous 6 months or so and thought I understood the concept. Some of the major network and computer companies have been moving toward SBB. I’ve seen one company that advertises computers at a fixed price per month. This is not a lease or installment sale—it’s a monthly seat license allowing a user to use the computer and its software. I could see one immediate advantage SBB has over Managed Print Service (MPS). With MPS, if you really manage the client’s printing and help them reduce
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their output, the result will also be diminishing aftermarket revenue. Since the aftermarket is where most of the profit comes in, this is obviously detrimental to the dealership. On the other hand, if the client is paying on a seat license, reducing the output increases the dealer’s profit. Additionally, SBB starts to obscure the pricing, so your prospect or customer will not be able to shop your offer as easily. While the things I thought about SBB were correct, the seminar showed me that there is much more involved. If you manage SBB correctly, you will increase your profitability and open additional business opportunities with your client, while also saving them money. In the end, SBB should help you have a much stickier relationship with your clients.
BTA Mid-America
The speakers at this conference really impressed me. I think this was the best set of speakers from any of the meetings I attended. I will review a few of the high points. Dr. Neeli Bendapudi of University of Kansas talked about the importance of building a living brand. She highlighted some iconic brands in industry today. She also made the point that every interaction with the public either builds or diminishes your brand. It made me think of the companies I know and how some of their employees’ appearance affects my view of the company. It also brought to mind how employees drive company vehicles: whether they are courteous or rude affects how people see your company. All of these things become a part of your brand. We Saw It In ENX Magazine
Sally Brause of GreatAmerica Financial Services talked about ways to improve employee retention. Employee retention is critical in all companies and for all positions. Retaining service employees is even more important in our industry because of the cost of training.
THE ONE OVERRIDING THEME TIED TO ALL THESE EVENTS IS THAT OUR INDUSTRY IS CHANGING. DEALERS THAT ARE NOT PLANNING FOR THESE CHANGES MAY FIND THEMSELVES IRRELEVANT BY THE BEGINNING OF THE NEXT DECADE. Tom Callinan of Strategy Development talked about developing highly successful sales teams. Even though I have been in the industry for more than 30 years, he changed my views on the challenges of sales management. It seems that some companies are mired in their traditions and that makes them less successful than they could be. Bob Goldberg of BTA talked about selling a dealership and some of the traps that may exist in a dealer agreement. One thing that his discussion brought to mind was the need to have an exit strategy. Every dealer principal is going to exit their business in one way or another, whether death, selling the company, or passing it on to the succeeding generation. It is best to make that exit plan now, rather than later. Melissa Whitaker finished the session, and she discussed ways to improve the sales team’s focus and results. She highlighted that the days of cold calling to introcontinued on page 51
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duce oneself are over. Now it’s time to market with precision and then attack your target market. I also had the opportunity to visit with all of the vendors. One thing that really caught my attention was the Epson 100 ppm inkjet printer. Inkjet technology is rapidly evolving and this unit is an example of the evolution. Pricing and CPP information are not yet published, but I believe this printer may be a threat to the existing business model.
Pro Finance 2
This class was a refresher for me. I had the opportunity to attend a class provided by Sharp for service managers that covered the original version of the Pro-Finance course. I think that most service managers should take the opportunity to attend this
class. It teaches you to understand the financial model and shows why managing service is so important. There have been some changes to the model and as MPS and Managed Network Services become a larger part of dealerships’ revenue streams, the model will need to evolve further. It is important that the managers in a company understand this model.
My Final Thoughts
The one overriding theme tied to all these events is that our industry is changing. Dealers that are not planning for these changes may find themselves irrelevant by the beginning of the next decade. It is also time for dealers to begin looking for other revenue streams to offset what may be serious threats to their aftermarket revenue. ♦ We Saw It In ENX Magazine
August 2017 | www.enxmag.com
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51
Britt Horvat
Technical Tips
Xerox WorkCentre 5945 / 5955 MFP Copiers, a Simple Introduction.
T
he WorkCentre 5945-style MFP copiers are still relatively new machines. They’re well-built, B&W Xerox brand copiers which look to be a great new series for everyone involved. In previous ENX articles, we took apart the fuser and learned how to work on and rebuild the drum cartridges. It’s high time we look at the machines themselves and get a handle on how to work on these fine beasts. The WC-5945 / 5955 machines are monochrome copiers with speeds of 45 / 55 ppm. They are increasingly popular and seem to be trouble free for the most part. We’re keeping an eye on some of the VersaLink models that just came out, as some of the new models share the same toner cartridge part numbers. When we learn more, we will probably include them as a 5945-style machine. The machines come configured with 4 paper drawers. Tray 1 and 2 are 500 sheet trays and tray 3 and 4 are side-by-side high capacity drawers which can hold up to 3600 sheets of paper. Then there is “tray 5,” which is the bypass feeder. They call the document feeder an SPDH (Single Pass Document Handler). It can handle up to 200 documents. Watch the sep roll on these: they get flat spots and need to be replaced more often than they should (5945DSR). The more common and simpler of the two choices of finishers is the 2k LCSS (Large Capacity Stacking Stapler). That’s nice because they’re the same finishers found throughout
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the C35 style, so they are already familiar.
Main Consumables / Supplies: Here are the main
consumables and some details about each: - Toner Cartridge: US Sold Plan 2 pack = 006R01605 (stated yield = 22K per ctg. / 44K per case). Note that most machines which are not under service contract are set up for the “Sold Plan.” In those cases, the machine will reject toner cartridges which are designed for the “Metered Plan” version (006R01604). - Drum Cartridge: 013R00669 (stated yield is 179K). The drum cartridge for this machine includes the developer station which is the lower half of the same cartridge. At first glance, this part reminds you of the C123-style drum cartridges. But these are longer and none of the parts turned out to be compatible with the older models. Drums, blades, charge rolls, cleaning rolls, and CRUMs are already available out there.
WorkCentre 5945 / 5955
250K). The fusers are easy enough to get to (open the left door and a couple of thumbscrews will get it out). The fuser module’s part number is 109R00847. Fuser CRUM chips are already available. Heat rolls and pressure rolls for rebuilding these should hit the aftermarket field by fall of 2017.
5945 Fuser Module
- Bias Transfer Roll (BTR): 008R13178 (250K stated yield).
Entering Diagnostic Mode (Service Mode): From the
5945 Drum Cartridge
- Fuser Module: 110v version = 109R00847 (stated yield is We Saw It In ENX Magazine
ready condition (or from a fault condition), press and hold the “0” button for at least 7 seconds. Then, while still holding the “0” button, press the “Start” button and release both together. The machine will ask for a passcode. Enter “6789” followed by “Enter” on the screen.
continued on page 54
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Xerox WorkCentre 5945 / 5955 To exit diagnostic mode, choose the “Call Closeout” tab and select “Do Not Reset Counters” if you want to keep the fault history intact. Then select “Exit and Reboot.”
Diagnostics Menus:
There are 5 tabs in diagnostics: - Service Info Tab: includes fault history and CRU (Customer Replaceable Unit) / HFSI (High Frequency Service Items). - Diagnostics Tab: includes “dc330 Component Control” (for testing motors and switches, etc.) and print test patterns. - Adjustments Tab: Here you’ll find “dc131 NVM Read / Write” and also “NVM Save & Restore.” CAUTION: Never use “NVM Initialization” unless you know how to reload the firmware and all of the memory settings and any customer settings which are in the machine. - Maintenance Tab: also includes fault history and CRUM / HFSI’s. - Call Closeout Tab: for exiting diagnostics.
Reading Fault Codes:
As is often the case, these machines sometimes aren’t forthcoming with fault codes when they have problems. Here’s how to get the fault codes to show up. Press the “Machine Status” button and choose the “Active Messages” tab followed by the “Fault History” button. Alternately, if the “Machine Status” button doesn’t bring it up, you can also go into the diagnostic mode (as mentioned earlier), choose the “Service Info” tab and then choose “dc122 to Fault History.”
Resetting HFSI’s (High Frequency Service Items) / Consumable Counters:
Note that the drums and fusers have CRUM chips on them so those are plugand-play, but other components such as the 2nd BTR Roll will require resetting. Enter diagnostics and choose the “Service Info” tab. Then choose “dc135 CRU/HFSI.” Select the HFSI you want to reset from the onscreen list. Then 54
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touch “Reset Counter” and finally “Reset” to confirm.
Backing Up NVM Data (Non Volatile Memory):
On these machines backing up the NVM data for the SBC (Single Board Controller) and IIT (Image Input Terminal, i.e. the scanner) to a USB drive is a piece of cake, so it is definitely worth doing for every machine in your fleet. You should do this at your first service call and anytime you make changes to the NVM or need to reload firmware. Here’s how to do it: 1. Connect a USB flash drive to the USB port on the UI (User Interface / Control Panel). 2. Enter diagnostics, select the “Adjustments” tab and then touch “dc361 NVM Save and Restore.” 3. The display will show the available data: “live” NVM data appears first and then any data which has been saved to the hard disk, and then below everything else you will see any NVM data which is already on the flash drive. 4. You will first need to save the “live” data to the hard disk by choosing which NVM live data you want to save and then clicking on “Save to Hard Drive.” 5. Then you can select the hard drive data entry and touch “Save to USB Device.” (You can’t go directly from the USB to the “live” memory or vice versa. You simply have to save to the hard drive first in either direction). If you ever need to “Restore NVM” from a backup, you will do basically the same thing. First save the memory from the USB backup drive to the hard drive and then choose that data entry and touch “Restore Machine NVM.” Wait and watch for the touchscreen to report that the NVM was restored successfully. When you finish, you will need to select “Call Closeout” and then “Exit and Reboot.”
Firmware Upgrade:
This you will find delightful. You don’t need to have any special PWS
laptops to upgrade to newer software levels. Just check first to make sure you are upgrading to a newer version. If you need to reload the same version because software corruption is suspected, that requires a different procedure using an Altboot method (which can still be done from a USB drive). 1. First do an NVM save (see above). 2. Make sure USB ports are enabled. Log in as the administrator, press “Machine Status” and choose the “Tools” tab, select “Security Settings” and then “USB Port Security” and make sure it shows “Enabled.” If you need to change it to “Enabled,” you’ll want to turn the machine off and back on again before continuing. 3. Create a top level folder on the USB flash drive and name it “upgrade.” 4. Copy the .dlm file into the “upgrade” folder. 5. Connect the USB flash drive into any of the USB ports. 6. The software upgrade screen will show up and after a few minutes the progress screen opens. It is supposed to take about 5 minutes and then the machine will reboot several times and come back to a ready state. 7. Run an NVM restore (see above).
Altboot from a USB Drive:
This is similar to the firmware upgrade procedure above, but you will name the top level folder “AltBoot” and you’ll put the .dlm file in there instead. For an Altboot, you will need to power the machine off. Then connect the USB drive to one of the two USB ports on the SBC (Single Board Controller) and power on the machine. If an error comes up really quickly, the hard disk drive is probably bad and you’ll want to troubleshoot the hard drive. Normally, you will wait about 3 minutes before the upgrade begins and the progress screen opens. Ok. I think that’ll have to suffice for this month’s article on the 5945-style machines. I’ll have to come back again for a look at the fault code meanings and how to reset the ones which require resetting. ♦
We Saw It In ENX Magazine
Printer Tech Tip
HP Future Smart Firmware Printers Monochrome Maintenance kit reset procedure
• LaserJet M600 series (M601, M602, M603, M604, M605, M606, M607, M608, M609) • LaserJet M600mfp series (M630MFP, M631MFP, M632MFP, M633MFP) • LaserJet 700 series (M712, M725MFP) • LaserJet M4555 MFP HP maintenance kit count resets have previously been in a startup or pre-boot menu but the following applies to the above printer series.
From printer’s home ready screen: Scroll down to > “ADMINISTRATION” > “MANAGE SUPPLIES” > “RESET SUPPLIES” then select “NEW MAINTENANCE KIT” The HP LaserJet M800 series (M806 and M830MFP) have the maintenance reset built into fusers and will reset the maintenance count upon first (and only first) time the printer is turned on. ♦
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Shipping from our 3 warehouses in PA, TN & NV! • Delivering by FREE Ground ($200+ Orders) to 90% of the U.S. in 1-2 Days!
SW INTEGRATES WITH POPULAR PLATFORMS
DDMS®
1-866-817-8795
sales@supplieswholesalers.com
www.supplieswholesalers.com
*New Dealer Special
10% OFF
YOUR 1st ORDER
Mention code: ENX10
INDUSTRY LEADING DISTRIBUTION!
KEEP YOUR CUSTOMERS HAPPY! You can keep your customers very happy and re-ordering often with our expanded list of M&M products we’ve added. It’s easier than ever to include your desired sweets right inside the box with your order. Our list of candies are readily available in all 4 of our distribution warehouses. Just let us know what candy you’d like to thank your customer with and we’ll take care of the rest. If you have questions, contact your sales rep to get them answered.
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You print one. We’ll plant one. Every time your printer reaches 8,333 pages, you’ve printed a tree’s worth of paper. Over time that’s a lot of trees, but we’re committed to eco innovation every step of the way. PrintReleaf Exchange is the world’s first technology platform offering cloud-based paper tracking and reforestation. It measures your paper consumption and every time you reach a tree’s worth of printed paper, a new tree will be planted on your behalf, keeping you at a paper-neutral footprint. Most importantly, it’s done automatically for you. Well, for all of us really. To learn more about how you can become PrintReleaf Certified, contact your Toshiba Sales Representative.
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