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The first choice in managed print

Take your MPS business discussions to a more strategic level FMAudit Enterprise

Get everything you need to assess, analyze, propose, monitor and market your MPS Strategy. Developed on the .NET Framework, this complete package includes all of the FMAudit modules, partner interfaces and MPS best practices.

Central Server

Central Server is the heart of the FMAudit software solution. Central Server is the data repository for the wealth of device data collected by FMAudit. You can leverage the information to empower your staff to develop and act on your strategic business opportunities in both new and existing accounts. The server can be installed at your company or hosted by FMAudit or an FMAudit partner.

Capture Technologies

FMAudit offers the most extensive data collection software tools available in the industry today. USB Viewer for quick snapshot assessment, WebAudit for browser/e-mail enabled quick assessment, Onsite for ongoing assessment, device meter/supply/service monitoring and device optimization and Local Agent to collect non-networked device data. FMAudit provides a secure, comprehensive approach to address the needs of your diverse client base.

TCO Reporting/Green Reporting/ Customized Reports

FMAudit provides reporting features to help you understand and present your solutions and recommendations. FMAudit includes TCO reporting to determine and validate current cost of ownership, “Green” reporting to analyze environmental efficiencies and customized reporting to uniquely present data for new account proposals, current account reviews and proactive fleet device management and optimization.

Adaptive Supply & Service Management

FMAudit includes automation to interpret and filter alerts into process workflows. You can set parameters and triggers to handle the specific needs and expectations of your clients MPS agreement. The ability to automate supply and service fulfillment and the flow of information is a primary differentiator in the delivery of a profitable MPS strategy.

Complete software for remote meter reading and managed print services automation Flexible capture options TCO Reporting to determine operational costs Adaptive Service Management to filter service alerts Bi-directional ERP/CRM synchronization simplifies contract administration Green Reporting for “eco-friendly” optimization Web based assessments Remote Onsite install and update Supply level alerts and workflows

Bi-Directional ERP Sync

FMAudit provides bi-directional ERP systems data integration to enable complete automation of meter collection and accurate billing. Your ERP account data and device information can be pulled seamlessly into FMAudit Central providing ongoing data exchange and updates. To learn more about how your MPS strategy can reach new levels with FMAudit and the minimal investment required to deploy the FMAudit solution, contact us today for a demo and quote.


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͘͘͘/ŶƚĞůůŝŐĞŶƚ'ƌĞĞŶ ĐĂŶŵĂŶĂŐĞLJŽƵƌ ĞŶƟƌĞ&ůĞĞƚ͛ƐdŽŶĞƌ ĐŽŶƐƵŵƉƟŽŶ͘͘͘ ZĞĚƵĐĞdŽŶĞƌhƐĂŐĞĂŶĚdžƚĞŶĚƐ dŽŶĞƌĂƌƚƌŝĚŐĞ ͻ>ŽǁĞƌŶŶƵĂůdŽŶĞƌĂƌƚƌŝĚŐĞŽƐƚƐ ͻ>ŽǁĞƌ͞^ŽŌŽƐƚƐ͟ƐƐŽĐŝĂƚĞĚǁŝƚŚ ŚĂŶŐŝŶŐ͕WƵƌĐŚĂƐŝŶŐ͕ĂŶĚZĞĐLJĐůŝŶŐ ĂƌƟĚŐĞƐ ͻŽŶƚƌŽůďLJŶƟƌĞ&ůĞĞƚ͕ĞǀŝĐĞdLJƉĞ͕ ĞƉĂƌƚŵĞŶƚ͕ŽƌhƐĞƌ ͻ^ĞƌǀĞƌĂƐĞĚ

High Output Quality ͻEŽŶĚͲhƐĞƌ/ŵƉĂĐƚ ͻDĂŝŶƚĂŝŶƐWƌŝŶƚĞƌĞŚĂǀŝŽƌ ͻůƚĞƌŶĂƟǀĞƚŽĚĚŝƟŽŶĂůŽƐƚ ZĞĚƵĐƟŽŶ

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MSE Stands Alone in a Category of One An Evolution Beyond Traditional Refilling & Remanufacturing

A New Benchmark for Aftermarket Toner Cartridge Quality At MSE, every aspect of our products from quality and

What is Intelligent Re-EngineeringTM?

reliability to aesthetics and environmental impact is

34 Patents and Patent Pending Technologies

thoroughly analyzed on an ongoing basis. We look for areas of continuous improvement to keep pace with OEM design. The result is a better built, higher quality, more consistent

product

that

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Absolute Color TechnologiesTM

true

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ISO Testing Protocol

Automation and innovation is built into each product.

Exhaustive Stress Test Methodologies

MSE’s 4,000 sqft. machine shop is dedicated to

een Gr

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Initiativ es

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market faces with original toner cartridge designs and 5 STEP

now has 34 patents and patent-pending technologies.

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PROTOCOL

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Intelligent Re-EngineeringTM is the long awaited vehicle needed to unearth the monumental color opportunities available. Join MSE, together we will break down the

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TA L LY R E

SP

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IR

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walls standing in the way of our collective success.

.A

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800.418.4968 (US-East Coast) | 888.561.4541 (Canada) | +31.36.522.2601 (EMEA) C o r p o r a t e H e a d q u a r t e r s 8 0 0 . 6 7 3 . 4 9 6 8 | 8 1 8 . 4 0 7 . 7 5 0 0 | 8 2 0 1 Wo o d l e y Av e . Va n N u y s , C A 9 1 4 0 6 Š Copyright 2010 Micro Solutions Enterprises. All rights reserved. All trademarks referenced are registered trademarks of their respective owners. All model designations are for compatibility purposes only.


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West Coast (424) 675-3300 East Coast (631) 590-1040 sales@uninetimaging.com

www.uninetimaging.com © 2011 UniNet Imaging Inc. All trademark names and artworks are property of their respective owners. Brand names mentioned are intended to show compatibility only. *1st place: “Quality Leader: Supplies,” “Best New Product” (nominated) at Recharger Magazine’s 2010 Reader’s Choice Awards.


IN THIS ISSUE

ENX Staff

We Saw It In ENX Magazine

JANUARY 2011

IN THIS ISSUE

Contributing Writers

• Business Profile: Supplies Network

Page 24

• Company On The Move Royal Imaging International

Page 32

• The Top 13 Trends for 2011 by Scott Cullen

Page 20 Ann Barr

Susan Neimes Publisher & Editor

• The Best Time to Make Cold Calls: Survey Results by Ann Barr

Selling Supplies.com

Page 28

• Executive Summary of the MPS European Conference 2010 by Mike Stramaglio Page 30 • Print Less - Earn More by Andy Slawetsky Ronelle Ingram Contributing Editor

Julia Gonzales Graphic Designer

Page 36 Scott Cullen

• You Were So Sure by Jane Lemmon

Page 42

• Customer Smart by Ronelle Ingram

Page 46

• ITEX 2011 Addresses the Future of Office Solutions by Sand Sinclair

Page 50

• Xerox DC250 Style Component Control Codes by Britt Horvat

Page 60

• Printer Tech Tips by Laser Pros

Page 64

• Free Tech Help by Smarka!

Page 66

• Products & Industry News

Page 54

• Display Advertisers Index

Page 52

• Calendar of Industry Events

Page 59

Nella Gonzales Advertising Sales

Contributing Editor

Mike Stramaglio MWA Intelligence

Andy Slawetsky Industry Analysts

ENX Magazine ENX Mexico & Latin America PO Box 2240 Suite #729 Toluca Lake, CA 91610-0240 (tel] 818-505-0022 • 800-850-4949 (fax) 818-505-9972 • 888-440-4369 email: enx@pacbell.net Britt Horvat The Parts Drop

10

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Jane Lemmon Human Capital Sales Search


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19


INDUSTRY TREND

We Saw It In ENX Magazine

JANUARY 2011

THE TOP 13 TRENDS FOR 2011 By Scott Cullen

I

f you read my article last month on the Top 10 stories of 2010, you may be able to predict some of the industry’s trends for the upcoming year. If you didn’t read that story, but you’re more than a casual observer of the office technology industry, you shouldn’t have much difficulty making some educated guesses as to some of the trends for the coming year. Leaving nothing to chance, we contacted some of the industry’s leading analysts and movers and shakers to get their opinions on what we can expect to see over the next 12 months. What we gleaned from those conversations are a baker’s dozen of trends, some obvious and a few off the beaten path. And if some of the trends seem to contradict each other, so be it. It’s all part of the prognosticator’s game.

Number 1: The Industry Continues to Struggle with MPS It’s no surprise to see MPS the top trend for the coming year even though the industry is still grappling with the concept. “When you talk to dealers and ask them, ‘Do you have an MPS program?’ they all say, ‘Yes, we’ve got one,’” says Bob Sostilio, president of Sostilio & Associates. “Then when you ask them how many machines they have under contract, they don’t know. There’s a big disconnect between what the experts are calling managed print services and what dealers define as managed print services.” “There’s still a lot of room for cost savings for medium and large enterprises to adopt managed print services so the story goes on in 2011,” adds Keith Kmetz of IDC who cautions the dealer community that MPS is more of a way to protect market share than win new business.” “My spin on MPS is sort of good news bad news,” says Brian Bissett, editor of The MFP Report. “I see quite a few vendors trying or retrying to figure out a channel-based MPS offering that works and it’s everybody from the copier guys to HP to Lexmark and everyone else. It’s a renewed emphasis on trying to get it right with channel-based MPS.” “If there’s a major trend this year as it relates to MPS it’s that dealers have begun to figure out that it’s not what they thought it was and they need to strategize accordingly,” states Lou Slawetsky of Industry Analysts. “It doesn’t minimize the potential that is there. It’s not a growth market in terms of increasing the overall number of impressions being made, it’s a shift. In fact if you do managed print services correctly, you actually decrease the number of pages being printed.”

Number 2: Big Dealers Buying Smaller Dealers What’s the big dealer to do if he wants to grow market share these days? Buy a smaller dealer. “There are opportunities out there for dealers who have cash to make acquisitions,” says Sostilio. “The more I talk to dealers, I’ll bet 90 percent of them say the only way they’re going to grow their business is through acquisitions not by capturing someone else’s market share.”

Number 3: A4 Keeps Growing Bissett describes A4 as the hard copy version of the year of the network. Still, this could be the breakout year for A4 technology as more vendors focus on this space, most notably some of the bigger copier/MFP OEMs who have been proceeding with caution down the A4 path. “Based on the momentum in terms of product launches, you’re going to start seeing A4 eating into A3 more and more,” predicts Bissett. “Customers are starting to understand A4 doesn’t have to be a perfect replacement for A3 across the board, but it is an alternative in some cases. Certainly by the end of 2011 every manufacturer of every stripe will have what they consider to be their heavier duty office-aimed A4 product line, which is something you can’t say today.” “In 2011, dealers seeking to further strengthen their dealership will look at adding a secondary product line, such as Lexmark or Samsung, in order to add attractive low-cost placements to complement their primary-line hardware offerings, adds Business Technology Association President Rock Janacek. “These attractively priced units can be used to land new business or help fill a larger order and still keep the offering price low.”

Number 4: Solutions Providers Embrace A4 Historically, third party and home grown solutions providers have ignored the A4 market and focused on A3 devices. Expect that to change in 2011. “There seems to be awareness that A4 must be connected to solutions whether it’s for capture, or MPS, or whatever, and that A4 MFPs have to be part of the solutions offering as well,” states Bissett. “Right now they kind of exist in their own world.” He sees more solutions providers targeting the A4 space and not continued on 22

20

enx magazine


Contact : Contact: Mark E. Duva VP Sales & Marketing AFEX International (H.K.) USA Office Phone: 562-921-7273 USA Cell Phone: 480-612-5297 Fax: 480-323-2520 SKYPE mark.duva2 Email: markduva@sbcglobal.net Email: markduva@afex.cc California Office 15320 Valley View Ave. Unit 4 La Mirada CA. 90638 web: www.afex.cc

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INDUSTRY TREND continued from 20

We Saw It In ENX Magazine

JANUARY 2011

THE TOP 13 TRENDS FOR 2011

just on the higher end of the A4 market, but on A4 devices starting as low as $500, particularly as these devices become an important component of an MPS engagement.

Number 5: Contraction of Solutions Providers After touting dozens upon dozens of solutions providers, the OEMs may very well be ready to say enough is enough, or too much is too much as mergers and acquisitions expand into the solutions arena. “There’s only so many ways you can wrap a piece of paper, capture it, code it, and index it,” says Sostilio. “There are a lot of software solutions companies and a lot of overlap of applications. You might see mergers and acquisitions take place for them to survive.”

direct distribution are realizing they can’t afford to do that and those that were behind are quickly realizing you can’t survive on dealer distribution alone and there needs to be a marriage of the two and the marriage is a compromise. Maybe it’s some of these rules of engagements contracts that we see floating around and both sides are convinced that they’re giving up more than they’re getting. What they’re getting is the ability to coexist in the same marketplace under a specific set of guidelines.”

Number 8: Moving Beyond the Core Business into Services Could services, and not just managed print, be the next big thing? Slawetsky and Cannata think so. “Look what Xerox did with ACS and HP with EDS,” says

Number 6: Environmental and Sustainability Cannata. “On a lesser scale, manufacturers will be forming stronger relationships or acquiring services type companies. But Initiatives Spread the ‘Green’ that will be done regionally, not globally.”

Brace yourself for a growing emphasis on sustainability and ‘green’ in 2011. The end of 2010 saw several announcements— FMAudit rolling out green reporting software, new recycling programs from Konica Minolta and Xerox, Ricoh Electronics installing a rooftop solar energy system, and Clover Holdings expanding their recycling footprint by acquiring Environmental Reclamation Services. “I think we’re going to see more emphasis on green throughout the industry,” states John Shane, Director of InfoTrends advisory services for communication supplies. “An interesting thing we saw in our recent MPS study of providers and people who use MPS, is that they see the OEM as greener than third-party suppliers. That’s probably because most OEMs have a recycling plan to take back empties. The ‘reman’ folks have a good story with reuse, but there’s not a lot of those cartridges that are collected and reused, and the new build product in the aftermarket, there’s not a lot of collection on the aftermarket side to take those cartridges back.” That may change with Shane saying he wouldn’t be surprised to see new competition to be green among all suppliers in the coming year.

Number 7: Balancing Out Distribution Which distribution is best: dealer, direct, or both? The OEMs may be ready to figure that out in 2011. “This is the time when most companies are trying to rationalize the conflict between their channels,” says Industry Analyst’s Slawetsky. “All the OEMs who were exploding the size of their

“IBM realized years ago they couldn’t make money selling hardware, so they did it with services,” adds Slawetsky. He predicts that within five years, the services that ACS provides will make up half of Xerox’s business. “I don’t know if that means the overall revenue of the company decreases and therefore ACS gets a bigger piece of a smaller pie or whether their growth will be incremental to the corporation,” he explains. “I don’t know which way that goes, but I know it becomes more significant to them where their solution is no longer tied to the number of pages being generated. That’s a huge shift for them and a huge shift for HP who is doing the same thing with EDS.”

Number 9: The Industry Gets Serious About Intellectual Property This past November, Panasonic issued a press release about how they are ramping up their efforts to protect their copyrights, trademarks, and intellectual property, while boasting of their cooperation with authorities in confiscating a huge batch of counterfeit fax toner cartridges with counterfeit Panasonic labels. This could be a harbinger of things to come. “The most important thing I see coming over next year is more emphasis on intellectual property by the OEMs,” predicts InfoTrends’ Shane. “There’s been a lot of claims in courts about infringing products and I think that’s going to intensify. I think you’ll also see many people in the aftermarket become wary of some products. Most guys in the aftermarket don’t want to deal continued on 23

22

enx magazine


INDUSTRY TREND

We Saw It In ENX Magazine

JANUARY 2011

continued from 22

with products that may be infringing so there may be a shift back to the ‘reman’ approach, which has far fewer pitfalls than some of the rebuild products coming in because people are becoming suspicious of them.”

Number 10: PC-less and Cloud Printing IDC’s Kmetz predicts there’s going to be more talk in 2011 about mobility, printing from non- PC sources and bypassing the PC to go after page volume via Web enablement, cloud printing, and printing from a smart phone. “The big issue for 2011 is cloud printing,” states Cannata. “More manufacturers will incorporate cloud technology in their devices or through partnerships that facilitate cloud technology.” “Whether you want to believe HP’s message or any other research, as people use handheld devices more and more as their computing device on the road, they’re going to want to print from it,” adds IDC’s Kmetz. “I’m not saying there’s going to be a lot of page volume from these devices, but people are going to want to print when they want to, wherever they are.”

Number 11: Corporate America Continues to Push Back on Color Not that color is going away, but all the excitement and all the predictions that more or less came to fruition within the past five years regarding color in the office have simmered down and we’re finding more organizations rethinking how they’re using color and whether or not purchasing a color device was the prudent thing to do. “After all these years of color you would think you’d see more than 30-35 percent of units sold through the dealer channel in color and you’re not,” reports Slawetsky. “You would think in those that are sold you would see more than 25 percent of the page volume in color and you’re not. It’s been pretty stagnant for years. Maybe it’s a sign of the economic times, but there’s a pushback in color where companies are saying, ‘I like color but I can’t afford to like it so much.’ So they’re becoming more judicious in its use.”

Number 12: Leasing Companies Show Dealers the Money Ask virtually any dealer how tough it’s been to get approvals from their leasing companies over the past 2-3 years, and they’ll pretty much all say that the number of approvals have sunk like a stone. But things are looking up and may continue to do so in the coming year according to MRC’s Cannata. “The only good news we’ll be hearing is there will be a lessening of the pressure on the financial side and leasing companies are getting a lot easier in terms of approvals,” he says. “That will be huge this year if it continues.”

Number 13: The Paperless Office Re-Emerges Just when you thought that horse was beaten to death and buried back in the Reagan years, it’s back. “One of the biggest question marks is, as the economy recovers, does that mean hard copy recovery?” questions The MFP Report’s Bissett. “Recently we’ve seen a couple of good quarters that are making up for the big drop in ‘07 and ’08 although it’s not clear if the recovery in hard copy will peter out as the overall economy improves. A lot of companies are questioning not just the MPS aspect of this, but particularly medium and larger companies are thinking more broadly than a lot of the vendors are in terms of how to redesign paper out of a particular workflow operation, not how to put it on another device or a better device.” Related to the paperless office trend is what’s happening with medical workflow, particularly as the medical industry looks to automate even more and forge ahead with initiatives focused on electronic medical records. “It’s all on the cusp of the next 4-5 years from some digital and scanning to all digital—automating workflow to keep up with paperwork regulations,” predicts Terry Wirth of Wirth Consulting. “Paper will be going away. It’s happening slowly, but it’s going away faster than ever once they get a handle on what they’re going to do with digitizing medical information and how they’re going to distribute that.”

March 22-23, Washington D.C.

Wirth contends all channels need to face up to the fact that paper is going away and if they want their son or grandson to take over the business and survive, they need to keep an eye on digital workflow and the breakthroughs that are going on with an emphasis on what the Federal government is requiring in this area. u

ENX Magazine Leading the Document Imaging Industry Monthly Circulation Over 34,000 Copies

Scott Cullen is a regular contributor to ENX and has been writing about office technology and channel issues since 1986.

Visit ENX Magazine at ITEX 2011 BOOTH #144

enx magazine

23


PROFILE

We Saw It In ENX Magazine

JANUARY 2011

BUSINESS PROFILE:

SUPPLIES NETWORK

S

upplies Network is the dealer’s one-stop complete provider of all your OEM and compatible supplies, marketing aids and complete MPS solutions. Supplies Network is the largest privately owned wholesaler of IT and print on paper supplies in the United States. SN also offers printers and accessories, multifunction equipment, shredders, specialty paper and data storage media to meet all the needs of their MPS dealers. For over 20 years, Supplies Network has been the number one supply partner of independent office equipment dealers. Supplies Network offers virtually every OEM and compatible printer supply and maintenance SKU to meet your customers’ needs. They offer first-to-market printer, copier and MFP supplies from Canon, Copystar, Gestetner, HP, Konica Minolta, Kyocera, Lanier, Lexmark, Ricoh, Savin, Sharp and Xerox. Their ongoing wholesaler relationship with HP, Lexmark, Greg Welchans, President Xerox and other major brands enables dealers to benefit from OEM rebates and marketing programs. Any size dealer has the full resources of 70+ manufacturer’s products with over 5,000 SKUs ready for same-day shipping from four distribution centers, providing one or two day ground delivery to 99% of the U.S. population. Supplies Network is committed to their resellers to provide superior service and products at the lowest costs to the consumer. To do this, their combined performance must be better than their giant competitors. Orders may be placed by phone, online or via one of the many back-office connectivity partners associated with Supplies Network. They have the ability to connect with all major industry back office providers to minimize dealer administrative costs. Whether you need one HP laser cartridge or require a full pallet of custom labeled supplies shipped directly to an end user for a mixed MPS fleet, Supplies Network is your one-stop vendor of choice. Doug Johnson, Supplies Network’s Senior Vice President comments, “The majority of our independent dealers have not yet fully committed to adding managed print services to their business model. We all realize MPS is here to stay. As an industry leader SN always strives to be in front of the business curve. Our goal is to help soften the trauma of transitioning tradition-

al equipment based office equipment dealers to service based selling. When the time comes for your dealership to make the commitment to MPS, we are ready to lead the way. SN has a three decade history of partnering with our resellers to benefit the enduser, buyer and seller.” “SN can not guarantee an independent dealer will successfully create and maintain a profitable MPS program. We can provide knowledge, guidance, tools and support to help make the MPS transition faster, easier and more profitable. SN has made the commitment to shoulder the substantial upfront investments required for a MPS infrastructure. This enables our resellers to reap the benefits of low startup costs, easy delivery of product and minimal risk. Our MPS infrastructure is also available to manufacturers and distributors. There is no requirement to use or buy SN-offered products.” “As part of the ongoing commitment to their customers, Doug Johnson, SVP Supplies Network and Preo Software recently joined into a multi-year licensing agreement that combines our individual areas of expertise to provide an unsurpassed MPS business model. Preo Software’s user-centric print knowledge management systems and Supplies Network’s proven supplies and service distribution infrastructure enable a shift from managing printers to managing printing.” Doug Johnson continues, “The Supplies Network / Preo Software relationship brings to market a new, complete MPS model. Through the use of the Preo SaaS (Software as a Service) architecture, more complete and accurate date are remotely collected. This allows the dealer to be able to quote realistic, attainable pricing and end user savings.” “We are able to remotely manage a complete, detailed, customer device assessment. Device management and document life cycles are electronically transferred. Data collection and billing is simplified through multifaceted front and back office infrastructure. Supplies Network has the inventory and logistics expertise to provide just-in-time supply distribution. The integration of the two companies provides software services and supply fulfillment providing next-generation managed print capabilities.” continued on 26

24

enx magazine


Are your supplies running on empty? Supplies Network is your best supplies strategy! Progressive office equipment dealers have full implementation strategies for hardware, software and service — but often come up low on supplies strategies... Supplies Network is the nation’s largest privately-owned wholesaler of IT consumables from major original equipment and compatible manufacturers. A comprehensive selection of supplies for printers, copiers and fax equipment—including maintenance kits/parts—are available from one source. Orders can be direct shipped at no extra charge in 1 or 2 days to your customers or technicians, eliminating the need for costly inventory and local delivery. Take advantage of great prices, specialized service, custom private labeling, creative marketing and our award-winning CARBON SiX and other Managed Print Service options. With Supplies Network, you’ll never run low on supplies again!


PROFILE

We Saw It In ENX Magazine

JANUARY 2011

BUSINESS PROFILE:

SUPPLIES NETWORK In addition to the Preo software MPS system, SN continues to offer the award winning CARBON SiX program which offers a la carte options. These include mixed brand and mixed equipment fleets by using OEM or compatible supplies to help dealers make a smooth transition into the MPS selling cycle. The CARBON SiX total turnkey MPS solution works hand-in-hand with Preo software. SN is also an authorized Hewlett Packard Automated Toner Replenishment System™ provider, offering a full line of genuine HP products. No upfront capital investment is required for SN dealers to take advantage of any of the reseller’s wide range of options. SN can handle a phone-in order requesting a compatible laser unit shipped directly to the reseller. Or you can order via an electronic transfer a full pallet of individualized, custom labeled, mixed grouping of printer and copier supplies, and have it sent directly to the end user. President Greg Welchans explains Supplies Network infrastructure for success. “Small package ground shipping is our strength. We ship more than 85% of all orders directly to the end users. This quickens delivery, improves dealer cash flow, reduces inventory costs and eliminates duplicate shipping and handling expenses. We can drop ship directly to your customer, technician’s home or a branch office at no additional cost from our four distribution centers in Dallas, TX; Fresno, CA; Carlisle, PA; and St. Louis, MO. Air freight is also available. Drop shipping typically reduces overhead costs by 10%, and improves delivery time.” “With 85 percent of our dealers’ orders being drop shipped directly to their customers, we know how important it is to offer ways for our dealers to build their own brand recognition. Supply Network offers: • Supply Routing Label for transactional and MPS orders. In addition to the shipping label and pick ticket, a yellow supply routing label is placed on the top of the box.

Each label has the device location, serial #, manufacturer model #, asset ID #, and user name as defined by you or your end user. This specific information ensures direct delivery to the exact user or device inside the user’s company. • ‘Green’ Labels on retail boxes eliminates the waste of an outside box by using our Peel and Stick Label which serves as a shipping label and pick ticket. The removable adhesive allows the customer to peel away the label without it tearing, or defacing the retail box. The label can be detached and filed for recordkeeping. • Customized On-Demand Private Labels are printed at the point of fulfillment in the SN shipping area of the warehouse. These on-demand labels are printed in color and totally customizable with your brand or logo, contact information and your own unique part number. This service is available for nearly 300 CTG laser SKUs. • Pre-Printed Private Label Service includes your brand and contact information on a full color label. These are available on 500 top-selling supplies in the 100 and 500 series.” “Our track record of building dealers’ trust speaks to our integrity. Supplies Network provides a written Confidentiality and Sales Agreement guaranteeing Supplies Network will NEVER sell directly to a dealer’s customers.” Currently, the laser printer sheet output is more than 5 times greater than copier pages printed. This directly extends to printer and toner supply usage. Dealers who are making a serious commitment to providing managed print and document services will reap the benefits. The number of devices being covered by MPS has more than doubled in the past year. The current economic climate encourages businesses to be very receptive to discussing ways to cut and manage expenses. If your company does not offer MPS, a competitor will. All of Supplies Network’s products and services are designed specifically to help the independent dealer succeed in today’s business atmosphere. Supplies Network continues to evolve to meet the dynamic needs of IT and independent office equipment dealers. u by Ronelle Ingram Contact Supplies Network 5 Research Park Drive • St. Charles, MO 63304 PH: 866-574-8155 or 866-531-3695 FX: 800-729-9312 underhillj@suppliesnetwork.com www.suppilesnetwork.com/bta

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SALES & MARKETING

We Saw It In ENX Magazine

JANUARY 2011

THE BEST TIME TO MAKE COLD CALLS: SURVEY RESULTS By Ann Barr

T

here are people who say they never cold call – they would rather spend the day in a dentist’s chair - but sometimes, cold calling is necessary.

After surveying 50 successful sales people, asking a specific question about cold calls, the results I found were sometimes surprising, although they mostly matched my own experiences. This was the question: “What, in your opinion – based on your experience -is the best time of day to make cold calls?” The answers varied widely – from early in the morning to late in the afternoon. First, I decided to ask my good friend Linda Woods, a successful sales person in Montreal, who has been in sales for 20 years. Linda’s answer: “If it’s a business owner you wish to reach, in my experience, later in the day seems to work better. They often have less on their plates at the end of the day and are more likely to engage in a conversation.” And from Patsy Borbon in California: “Mornings are best for cold calls, early mornings. You are fresh, relaxed and ready to begin a new day. Cold calling is a whole different mind set from calling existing clients and taking orders. They both take work, granted. But cold calling for new clients, planting seeds, having to convince them you are the best, sell them etc. is a totally different mind set.” Jason Clover in Kansas wrote: “The best time of the day to make cold calls is any time you have available but I find the most success before 8 AM and after 5 PM and during lunch. The reason for that is most business owners are in before 8 and stay after 5 and most gate keepers are not in before 8 and usually leave right at 5. If you are having trouble

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getting around a gatekeeper during the day, lunch is another good time to get around that person.” From Shelley Sterling in Canada: “I was taught the best time to make cold calls was in the mornings but I disagree. The owners are starting up their day and I call if I have things to offer to my existing clients that know I will only use one minute of their time. I feel it is Friday afternoons and traditional holiday days. The owners that are in then are open minded and not as frantically busy. They are more open. That is my experience.” This response from Susan Shaw is one of my favorites: “Speaking for myself the best time to make a cold call is when I am feeling confident, in a great mood, etc. The hour I call doesn’t make a difference; it is my attitude that will make the potential client happy to speak to me. If I call midmorning and I’m in a grumpy mood, I might as well hang up the phone. If I call late afternoon feeling fantastic, they will be happy I called.” An interesting and entertaining email reply from Jason Vance in Peoria, Illinois: “Golden Time for calling is: Before 8:00 AM, during lunch, just after 5:00pm. Goal is to reach the boss. The palace guard is out. If you can reach someone on a snowed in day, for example – it is usually the boss. And he feels a “connection” to you. You and he are on a desert island. You and he have a REAL work ethic, unlike the no shows. He will give you the deep communication connection you needed to really create the problem/solution mentality needed to sell.” Every person who responded to the survey has had at least ten years of experience in the marketing and selling of imaging supplies and parts. Half of the respondents were wholesalers who make cold calls to dealers and resellers and half were sales people selling to end users. From the results of this survey, it looks like if you are feeling happy and confident before 8 AM and after 5 PM when you make calls, you will be very successful. And you will have the best results if you call during a snowstorm! u Ann Barr is a consultant and sales coach who has written eight books on sales and marketing. You can email Ann at Ann@AnnBarrBlog.com Get a free E-book when you sign up for her free Weekly Sales Tips e-mailed newsletter at www.annbarrblog.com


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EXECUTIVE BRIEFING

We Saw It In ENX Magazine

JANUARY 2011

EXECUTIVE SUMMARY OF THE MPS EUROPEAN CONFERENCE 2010 By Mike Stramaglio

M

WAi and Intel joined together as co-sponsors and “partners” for what I expected to be a typically well conceived and planned program. Thankfully the Photizo Group did a fantastic job once again of pulling together a prestigious list of partners, sponsors, OEM’s, developers and resellers. It was impressive to recognize a notable list of exhibitors led by Xerox, Sharp, Ricoh, HP, Intel, NewField IT, Safecom and others such as PrintFleet and yours truly, MWA Intelligence. This is just the short list of some very impressive companies! The Managed Print Services marketplace continues to experience explosive growth. It is expected Europe will actually overtake the United States marketplace by the year 2013, driven by the winning combination of MPS Vendors, Hybrid Dealers and end users. I was also pleased to see a robust list of MPS end user clients attend as both participants as well as speakers. One track I found particularly interesting and beneficial was “Introducing MPS at a UK University with a speaker from John Moores University.” This was a unique end user view of the Managed Print Services migration path and an indication of how significant it is that a client went from 0 to 60 in the MPS market within 18 months. This was an amazing story! This was the second European Conference I attended, the first one being in Amsterdam 2009. Both events were well run and highly informative, but this year it was very clear to see that the enthusiasm of the audience and the expectations for all attendees had gone significantly up. We all understand that MPS is no longer an idea or a strategy but rather an “imperative” for all parties involved in the distribution chain. A few things jumped out at me during this conference, and one of them was the fact that the independent software developers have all taken bold steps to improve the security, feature sets and performance of their MPS solution suite. I am CEO of MWAi and I have deep appreciation for the amount of money, patience and support required for the adoption of new products in a channel that does not easily embrace change. But this year I was very pleased to see the improvement in attitude and spirit! One of the other areas I found interesting is the obvious challenges the OEM’s face as they created new and improved products, business methods and processes that will allow them to adapt to this new and demanding MPS marketplace. Having managed at the COO level of a major OEM, I am sen30

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sitive to the significant challenges every OEM faces in managing the changing face of a hardware provider as they morph into an MPS provider. This is not very easy and we should all pay a high level of respect and appreciation for the many benefits they provide for the entire industry. I feel the need to cite this as a real issue for everyone involved in the MPS community. Especially given the fact that MPS by its very nature means that the hardware brand name is not helpful. In fact if not managed properly, it is a liability! The good news is that the European MPS Conference actually provides a number of venues for all parties to create and or validate existing customer and channel requirements, thus allowing for a better decision-making process. MWAi has participated as a sponsor at the past two American Conferences in San Antonio and we have also joined the Amsterdam and Barcelona MPS programs. Our involvement has provided me with what is literally a worldwide view of the MPS marketplace and I am pleased to report, generally speaking the marketplace needs are the same. The end user client requirements are in a similar state of change and, more importantly, a MPS customer in New York is expecting his needs to be serviced in a like fashion to someone in London. This is a formidable change in the customer’s expectations and it has certainly resonated with a great deal of focus within the distribution. MPS continues to move forward, and with its growth will come further migration and greater customer expectations. u Mike Stramaglio has a long history of leadership in the Office Equipment industry. Over his nearly 30-year career, Mike has served as President and COO of Hitachi Koki Imaging Solutions, Inc., and held senior management positions with Minolta Corporation and Ricoh Corporation. Under his stewardship, Hitachi earned the prestigious Most Innovative Manufacturer of the Year award for two consecutive years. He was also formerly CEO of Imaging Portals, Inc., and a two-time winner of the Executive of the Year award, presented by Marketing Research Consultants, Inc. Mike joined Electronics For Imaging as General Manager of EFI's Service Automation division in 2003. In this role, Mike was responsible for Automated Dispatch Systems and the Intelligent Device Management solution set, bringing them together under a new name: Managing Workforce & Assets. In acknowledgment of his experience and expertise, M2M Magazine elected Michael T. Stramaglio as M2M Technology Advisor (Imaging) in early 2007.


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COMPANY ON THE MOVE

We Saw It In ENX Magazine

JANUARY 2011

COMPANY ON THE MOVE:

Royal Imaging International

R

oyal Imaging International is a full line wholesale distributor of consumable imaging supplies. Royal Imaging has a dynamic four decade history of distributing supplies for copiers, fax machines, duplicators, and laser, ink jet, thermal imaging and dot-matrix printers, offering truly one stop shopping. Royal Imaging offers an extensive line of OEM and compatible products.

products at exceptional pricing. Industry knowledge, extensive buying contacts, large volume purchasing power and expert negotiating skills enable Royal Imaging to pass on attractive wholesale pricing to their reselling dealers. Special product requests are welcome. “We will do everything possible to follow-up on special product needs for our customers. Our four decade history of relationships within the industry allows for a wide range of contacts. Our goal is to provide one stop shopping for our resellers. Many new and long established customers depend on Royal Imaging to attain hard to find products. With the growth of Managed Print Services, our dealers know they can count on us to source obscure products to fulfill all their supply needs.”

Tom Ghyczy, CEO, explains their successful business model. “Royal Imaging International has enjoyed lasting reputation for revolutionizing the customer experience. All of our sales associates are considered to be customer service managers. Each has years of experience, a deep knowledge of the industry and the products, and most importantly, all are empowered to solve customer problems. In an industry that is notoriRecently, Royal Imaging and its sister comous for hiring untrained order takers, Royal pany, Image Works, have merged as one entiImaging has turned the business model upside ty. Founding partner of Image Works, Gene down. Those closest to the customer have the Fontana, explains the recent change. “For the Tom Ghyczy, CEO most authority and autonomy. The customer’s time is past ten years both companies had a close worknot wasted with endless delays for supervisor approvals, cross ing relationship. We shared the same building in Chatsworth. referencing alternative products or checking on product avail- The decision to officially merge the two companies was a pracability. Our associates are willing and able to do extraortical and economical business decision. dinary things to support the needs of our customers. It is As one cohesive unit we are able to this ongoing relationship that creates a true long-term decrease our overhead which enables partnership.” both companies to offer greater value to our customers. Our improved effiWhen contacting Royal Imaging by phone, the caller ciency is passed on directly to our will always be greeted by a live person at the other end resellers. The joining of the two of the line. Emails and online orders are handled immewholesalers was virtually seamless to diately. The Royal Imaging business model is built our customers and employees since it around same day shipping of all orders placed by was a formal business transaction 3:30PM Pacific Time. This includes blind drop shipping. among long time working partners. Most Managed Print Services dealers are limiting the Both web sites are still fully functioninventory they stock in their own warehouse. They also al, therefore, users can still place their try to minimize the amount of inventory that is pre-sent orders online through www.ImageGene Fontana, EVP to those clients with MPS servicing agreements. By partWorksinc.com which offers 24/7 real nering with Royal Imaging for all their supply needs, time inventory. We look at the new partnership as MPS dealers rely on same day blind drop shipping of being able to offer all of our customers more of a full array of needed products to their MPS clients. a good thing.” By stocking a mixture of value added monochrome and color compatibles, remanufactured products, and OEM supplies for copiers, laser printers, inkjet and thermal ribbon products, Royal Imaging enables retail servicing dealers to provide just one Purchase Order to cover the full array of their supply purchasing needs. Led by long time Purchasing Manager Arlene Emanuel, Royal Imaging excels in acquiring needed

Arlene Emanuel, Purchasing Manager

Gene Fontana now serves as Executive Vice President of Royal Imaging. The new position has not changed Gene’s commitment to his hands on approach to serving all the Royal Imaging customers. “I still get to the office before 7AM each morning. I answer phones, take orders and visit the warehouse. The closer I stay to our customers the more we are able to provide the products and services that are requested. We will continue to adapt to the continued on 34

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COMPANY ON THE MOVE

We Saw It In ENX Magazine

JANUARY 2011

COMPANY ON THE MOVE:

Royal Imaging changing needs of the customers. We constantly focus on making sure that once the order is placed, the ultimate delivery to the buyer or user is fast and efficient. Our commitment to the reseller and user continues until the cartridge is empty.” Gene continues, “Royal Imaging stands 100% behind every product that we sell. We can offer this 100% guarantee because of the superior products we offer. Our compatible and remanufactured products are filled with the highest quality toner from manufacturing facilities that follow the guidelines of ISO 2000, 2004, 9001 and 14001. We make sure the products Royal Imaging offers provide superior image quality and outstanding page print yield. We also require ongoing testing and certification that all of the supplies we sell provide a clean working environment within the equipment enabling full Preventative Maintenance servicing yield. As MPS agreements increase, the serving dealer is ever more aware of the need for extended page and servicing yield. Value added wholesale pricing requires attention to all aspects of the products being offered.” In many ways the Royal Imaging business model is especially suited to the MPS dealer. “We have been offering an extensive line of value added compatible copier and printer products since our inception in 1979. We understand the required processes to evaluate a wide range of products. We have knowledge and long term buying relationships with dozens of manufactures and distributors. We have the connections and open account relationships to locate and purchase almost any needed product immediately after a customer expresses a need.” Royal Imaging only sells wholesale. They never compete with their resellers. Wholesale pricing online is password protected for security. To join the family of Royal Imaging’s satisfied customers, a short credit application needs to be completed. Once your credit has been approved, net 30 day payment can be requested and credit card payment is always available. Royal Imaging offers periodical online special offerings and emails announcing product specials and other useful information.

Visit Royal Imaging at ITEX 2011 BOOTH #531 34

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Their goal is to maximize your buying power through special promotional discounts, bundle product savings and free shipping on select items. When their purchasing department is able to negotiate a special deal, the savings are advertised and passed on to their resellers. Royal Imaging’s full line catalog offers specific brand name and compatible options. The 150+ page online catalog offers easy cross references, as well as compatible models that use each product. This is especially helpful to MPS dealers who have a wide variety of equipment and models for which they must provide supplies. Servicing dealers are always trying to minimize the number of individual products that must be inventoried for a customer’s MPS product agreement. Easy access to the cross reference of supplies and models enables dealers to identify appropriate makes and models to use in their MPS program effortlessly. Tom Ghyczy, Gene Fontana and the entire staff of Royal Imaging International invite all ENX readers to visit them at ITEX 2011 March 22 - 23 in Washington DC in Booth 531. They look forward to meeting you face to face and discussing your supply needs. They encourage you to call 877-898-9845 or email sales@royal-imaging.com with your supply needs. A friendly, knowledgeable rep will be able to answer your questions, take your order and ship your needed products the same day. u by Ronelle Ingram Contact Royal Imaging International 8936 Comanche Ave. Chatsworth, CA 91311 877-898-9845 • 818-407-0452 tel 818-407-0389 fax Email: sales@royal-imaging.com www.royal-imaging.com www.image-worksinc.com

Visit ENX Magazine at ITEX 2011 BOOTH #144 March 22-23, Washington D.C. Monthly Circulation Over 34,000 Copies


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MPS CORNER

We Saw It In ENX Magazine

JANUARY 2011

PRINT LESS – EARN MORE By Andy Slawetsky

M

PS! MPS! MPS! It’s the savior of our industry! It’s the most profitable thing in our business since zinc oxide paper! It’s easy to sell! It locks in accounts and profits! It’s a bird! It’s a plane! It’s bullsh**t! WHAT? Sorry, that must have slipped through my fingers to the keyboard. But, in many ways, my fingers may be right. MPS (Managed Print Services) may not be the fastest way to the end of the rainbow. We’ve all heard that MPS strategies will result in an increase in page volume coupled with a corresponding increase in service and supply revenue. Yes or no? The answer, in consultantspeak, is “yes,” but, sometimes, “no.” The strategy often results in a dramatic increase of incremental page volume. This happens most often when you assume management of an existing fleet of printers which you are not currently servicing. In other words, these printers have been sold by someone else. As such, all of the page volume generated by these devices will be incremental to you – at least in the beginning of the contract (more on this in a bit). Let’s look at the other end of the spectrum for a moment. Hardware covered by these contracts would consist of MFPs along with some printers (and, perhaps a few fax units thrown in for good measure) sold by you. In other words, this is your account and you were already selling service and supplies to support the existing page volumes. In these cases, your revenue and margins for servicing and supplying the fleet might actually decrease. Our research has con-sistently shown that combined margins for hardware, service, supplies and financing can be higher than the margin earned for MPS contracts on your own fleet. It’s much more difficult to compare price when each component is priced separately and combined into a single cost per page. Base your offering on price alone with no other value add, and you’ll lose the contract on that basis. But, back to page volume. Successful MPS engagements go far beyond capturing the page volume of a printer fleet or your own MFP units. The real savings come, not from selling supplies for less, but from reducing the total pages printed through the use of a compre-hensive workflow analysis. Consider a few examples from your own experience. • Do you really need a directory of all physicians in your HMO plan, or would you rather know if the physician you need is in the plan? •

Do you own any stock? When was the last time you

read the extensive 10K report sent to you? How about the annual report? • For you “older” readers – do you really need a hardcopy prescription statement every month (calculate 3 – 4 pages x 12 months x number of subscribers), or would you rather know when you are getting close to the allowance cap? How much of this winds up in the circular file? How much should never have been printed in the first place? How many examples do you have in your own accounts? What would the impact be in any of these accounts if you conduct a workflow analysis to reduce overall page volume by 10%? I can hear multitudes now. “Are you crazy? I’m trying to increase pages and you’re giving me strategies to reduce that number?” Well, I may be crazy for a bunch of other reasons, but not this one. If you capture a fleet of printers generating, say, 100,000 pages per month and reduce volume by 10%, you’re still left with 90,000 pages per month that you didn’t have before. If each page currently costs $0.02, you’ve reduced your customer’s cost by $200 per month, or $7,200 over the life of the contract. But, you still gain revenue and margin from the remaining 90,000 pages. $7,200 buys a lot of toner! A few years ago, Lexmark ran a series of broadcast ads stating (and I paraphrase), “Other companies show you how to print for less. We show you how to make less prints.” I don’t know what happened to the campaign, but the message could not be more relevant in today’s market. Show your MFP customers how to reduce print volume, and cost per page becomes secondary. Another method can be used to increase your margins with respect to supplies. This is the part of this article that your manufacturer is going to hate. We’ve alluded to software that we’ve tested that allows you to incrementally reduce the amount of toner the printer uses. This can be any printer from any brand. This is not the same as an all-or-nothing toner-save or draft mode found on many printers. This setting can be adjusted in a manner that allows you to tone down the amount of toner spread on the page while still providing prints that look as good as those using the printer’s default print settings. Imagine being able to reduce your customer’s toner consumption by 10% - 20% without making their documents look any different. While your MFP manufacturer obviously wants you buying as much toner as possible, what if you could still get that penny/page from your customer but reduce the amount of toner you’re buying by that same 10% - 20%? I’m no rocket sciencontinued on 38

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MPS CORNER

We Saw It In ENX Magazine

www.alscopiers.com

JANUARY 2011

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MPS CORNER

We Saw It In ENX Magazine

JANUARY 2011

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Call Paul at ext. 21 or Fax: 714-775-5234

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38

enx magazine

continued from 36

PRINT LESS â&#x20AC;&#x201C; EARN MORE

tist but Iâ&#x20AC;&#x2122;m smart enough to know that if I sell my clicks for the same amount and reduce the amount of toner I buy each month, Iâ&#x20AC;&#x2122;m going to make more money. Contact us (info@industryanalysts.com) to find out more about this soft-ware. This is money on the table and we can show you how to get it. Whether youâ&#x20AC;&#x2122;re reducing your customerâ&#x20AC;&#x2122;s print volume or the amount of toner they use, the message is still the same. Print less. Earn more. What a country! u

Andy Slawetsky is President of Industry Analysts, Inc., a marketing and management consulting firm for the office automation industry. Much of the companyâ&#x20AC;&#x2122;s research and testing results can be viewed on their website www.industryanalysts.com.


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enx magazine

41


MANAGING HR

We Saw It In ENX Magazine

JANUARY 2011

YOU WERE SO SURE By Jane Lemmon

H

ave you ever wondered why the latest “be-all to end-all sales superstar” that you hired six months ago now performs more like the guy sitting at the next desk that you may be terminating next week? You think back and re-run the interview in your head. He had presence, humor, talked a great game and seemed to really have a grasp on what it takes to be a terrific sales rep. He was able to answer your questions with confidence, gave you great scenarios on how to handle difficult sales transactions, how to deal with strong competitors and how to manage sensitive customers. You were so sure. Now that you’ve re-played that interview focusing on what that sales rep said, perhaps you should now re-play the interview and focus on yourself! Honestly! Deep breath……. You started with the normal warm-up questions. That’s OK. You then got into the meat of the interview. You’re thinking, “Show me your stuff kid.” You dig in. You ask, “Tell me how you would handle a deal when the competitor is the incumbent dealer and already has a good relationship with the customer?” He thinks a moment and then comes up with a great answer. So you move on to the next question. You ask, “If getting the sale were to require complex and/or creative packaging, how would you go about building the deal?” Once again, he comes up with a good answer. So why the gap between what he said and his

actual performance? What went wrong? What went wrong is that you were asking hypothetical questions versus behavioral based questions. The difference is huge. Behavioral based questions are those that require a candidate to give you specific examples from their own experience. When you ask questions that begin with “What if” and “How would you,” you open up the opportunity for a candidate to tell you what they think should be done, not what they have done. This distinction is significant because what you really want to know is what they have done based on real life scenarios. You are looking for real versus ideal. Aside from references from people you know and trust, which are rare, the interview is really your only opportunity to determine their actual experience. Unless you are asking behavioral based questions, you will never know if they are qualified or not. Here is the good news. It’s really pretty simple. All you need to do is phrase your questions differently. For example, instead of “How would you…?” You ask, “Give me a specific example of when you were in a deal and the competitor was the incumbent dealer with a good relationship with the customer. continued on 44

42

enx magazine


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enx magazine

43


MANAGING HR

We Saw It In ENX Magazine

JANUARY 2011

Her e' Pros s to a pero us

201 1 International Copier Exchange, Inc. Worldwide Equipment Distributors

We Are One of the LARGEST SUPPLIERS of CANON and RICOH Copiers in the U.S.A Domestic Sales

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continued from 42

YOU WERE SO SURE Walk me through what you did.” Or: “Tell me about one time when you had to create a complex deal. Give me the specifics on how you created it.” These questions force the candidate to provide you with real examples, from their own experience, of what they have done. When you build an entire hour plus interview with hard hitting, specific behavior based questions that solicit example after example of what they have done, you will have a much better ability to assess their capabilities. Further, if you ask your entire candidate pool the same exact questions, you will be able to make informed decisions. Now you can be sure! u Jane Lemmon is the Managing Principal of Human Capital Sales Search (www.humancapitalsales.com), a niche recruiting firm dedicated to sourcing top quality talent for the managed print services and copier sales management spaces. Previously, Jane spent over 23 years with IKON Office Solutions as VP of HR Operations with responsibility for over 20,000 employees. In addition to managing over 140 HR Professionals, she managed a dynamic recruiting organization. Jane’s recruiting team hired over 5,000 employees per year, of which over 1,500 were sales professionals. Jane can be jmlemmon@humancapitalsales.com at or reached 610.889.1084. 44

enx magazine


MANAGING HR

We Saw It In ENX Magazine XEROX AUTHORIZED DEALER

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45


SALES & MARKETING

We Saw It In ENX Magazine

JANUARY 2011

Your Source For Both Document Imaging and Finishing Sure, Niche Equipment has the best deals on Samsung Equipment, Supplies and Parts for Document Imaging.

But that’s only 1/2 the story! Don’t overlook your customer’s Document Finishing needs. Sell a Shredder, Folder or one of 500 other paper handling products that Niche offers.

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CUSTOMER SMART By Ronelle Ingram

W

hen talking with owners and managers about what differentiates their company from the competition; I usually am told “It is our customer service that sets us apart.” Such words as, “great, outstanding, world class, exceptional, best in the industry, our strongest selling point” are often used in explaining their customer service delivery.

labor hours, and improve the environment, all by using customized, individual, daily-use packages of supplements for their horses.

I always focus on value added purchasing in my business and personal life. I will pay more if I receive more. I have become a loyal customer of SmartPak – a specialty, high-end retailers of equine supplements.

This sure sounds like MPS to me. SmartPak’s business model and the office equipment’s movement toward providing managed print services and document management is very similar. Each had to explain the need and appropriate cost savings before they could sell their products and related services. As the buyer becomes more sophisticated with a deeper level of understanding of their ultimate need, selling at a more complex level becomes necessary. This requires a different type of employee with new skill sets of higher level of knowledge and communication skills. Both are selling the concept of convenience and consistency actually increases efficiency, saves money and improves the environment.

You many be thinking, ‘What does this have to do with the office equipment business?” SmartPak’s business model took a product that was already on the market and created a new way of delivery. Through marketing, education and superior customer service they convinced their buyers they could save money, receive a higher quality of delivered product, reduce

In the past ten years, I have watched SmartPak grow from a very small, specialized horse supplement supplier to winning the Earnest and Young Entrepreneur of the Year for Small Business in 2008. In 2009 they were honored with a Best Bosses award presented by Fortune Small Business and Winning Workplaces. Last year they grew 28%. They currently

Superior customer service, when done correctly, can actually lower your cost of doing business. Great customer service creates a strong support system between the buyer and the seller. By working together for a common goal, costs can be reduced while still providing superior products and services.

continued on 47 46

enx magazine


SALES & MARKETING

We Saw It In ENX Magazine

JANUARY 2011

For Wholesale/Export Pricing

l l l l l l l l l

Call Toll-Free:

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Drop Ship Specialists

continued from 46

have over 200 employees serving tens of thousands of customers, including my two horses, three dogs and me. One of their current marketing campaigns offers The Easiest Contest Ever. Everyone who signs up for their e-newsletters is entered to win one of two weekly $50 gift certificates. The winner’s first name and last name initial, city and state are listed at the end of the ever changing, tastefully designed, easy to navigate emailed offering. The winner has 48 hours to claim their prize. What would it be worth to your company to increase the incidence of your emailed newsletter being opened and read? I actually look forward to receiving their weekly email. Who knows if it is the thrill of winning, personal greed, or my way of taking part in a no cost weekly lottery, but each time I click to open this email, I think about what I would buy if I were the winner. I quickly browse the emailed offerings as I move to the bottom of the page where the winners are listed. Not me today. Maybe next week. While I have the site open, I look at new products or take advantage of their free shipping offer. The mere fact I am writing about this company means their marketing strategies are working. SmartPak and most dealers entering the MPS world began with a very limited product base that appealed to a very narrow segment of the buying public. With success, they expanded to a wider product range that encompassed the needs of a greater

portion of the community. And as they continue to grow, they add on a green initiative to continue their momentum. www.SmartPak.com offers an extremely comprehensive web site. A click on about us offers an impressive, multi-level list of accomplishments. Most office services dealer could learn a great deal about structure, content, community commitment, business savvy, company culture, employment opportunities, mission statement and great marketing techniques by viewing this site. Next time you want to improve your own web site or need a useful outline for a multi-year business plan, take a close look at their about us section. An example of the commitment to detailed excellence, SmartPak offers two pages of very specific Green activities that are being used to help world sustainability and lower their overhead cost. Some of their listed ways of conserving are directly related to the office equipment industry. Thee include: Waste Materials and Energy Consumption • The blister material used is 100% recycled PET (35% post consumer). • Use of new high-precision blister forming equipment enables the forming of a strong blister while reducing the thickness of the blisters from 30 mil to 21 mil plastic, a 30% reduction. • Replaced the cardboard shipping boxes (which was prone continued on 48 enx magazine

47


SALES & MARKETING

We Saw It In ENX Magazine

Happy Happy New New Years! Years!

JANUARY 2011

PARTS FOR COPIERS & PRINTERS CANON, MITA, SHARP & HP Se Habla Espanol

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Free Shipping for Canon OEM to n orders over $ er 75.00*

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fx: ask@mambo-trading.com

OFFICE LAND continued from 47

CUSTOMER SMART

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to tearing) with an ultrathin shrink wrap. This change reduces the amount of packaging by over 85%.

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• All purchased cardboard shipper boxes are made from certified recycled cardboard. • Cardboard boxes are reused whenever possible. Rather than breaking those boxes down for recycling or throwing them away, they are re-used to ship products to customers. This does take extra effort. But it’s right for the planet and helps reduce shipping costs. • Custom-sized shipping boxes fit their products so tightly, there is no need to use void fill (peanuts/air filled bags that can’t be recycled) to protect the shipped products. This conserves materials, and it also ensures that the package takes up as little space in the UPS truck as possible, conserving fuel.

The“ n o b u l l ”c r e d i tc a r dc o p yc o n t r o l l e rf r o mJ a me x

• They expanded the size of their largest shipper box to be more efficient. • They replaced older warehouse lighting with modern, efficient lighting. • Installed occupancy sensors in all private offices, bathrooms, and conference areas. • Installed windows and skylights to increase the amount of natural light. continued on 49

48

enx magazine


SALES & MARKETING

We Saw It In ENX Magazine

JANUARY 2011

continued from 48

• Removed incandescent lighting. • Operate our heavy industrial machines off 480 volt power, which is more efficient than 208. • Replaced old fashioned computer monitors with flat panel displays, which use much less power and generate less heat. • All major print jobs are directed to large energy efficient and more economical printer. The default is set for two sided prints. This is just the beginning of their listing of their Green initiative. Any ecologically sensitive potential customer would be grinning ear to ear by the time they finished reading over 2000 words on this company’s commitment to environmental neutrality. If you are ever required to put together a conservation wish list for your office, your task will be simplified by reviewing SmartPak’s lists of Green accomplishments.

Visit ENX Magazine at ITEX 2011 BOOTH #144

March 22-23, Washington D.C. ENX Magazine Monthly Circulation Over 34,000 Copies

Other pro-customer offers on this Web site include: • Customized product labeling • Emailed order confirmation • Emailed shipping tracking numbers • Telephone follow-up to assure customer delight • Ask an expert (veterinarian) • Active trade association member, supporter, and sponsor • An automatic 5% discount is applied to all orders once a customer’s trade association membership is registered • Email offerings of periodic, limited time specials on products and no cost shipping • Easy, no hassle returns, including emailed confirmation of account credit • Helpful & friendly employee-customer service reps • Offer strong Green initiative • Community involvement This company is more than the sum of its parts. As a paying retail customer, I have seen them exceed my every need. I have watched it grow from a specialist equine boutique to an industry powerhouse. As many former copier and printer dealers struggle with the challenges of transforming into MPS and Document Service providers, much can be learned from the business model of this customer-savvy retailer. u Ronelle Ingram, author of Service With A Smile, also teaches service seminars. She can be reached at ronellei@msn.com enx magazine

49


INDUSTRY EVENTS

We Saw It In ENX Magazine

JANUARY 2011

ITEX 2011 ADDRESSES THE FUTURE OF OFFICE SOLUTIONS By Sand Sinclair

I

n its 11th year, the ITEX National Expo & Conference, the largest North American trade show in the imaging channel, is getting set to deliver real solutions, real opportunities, and real value to the thousands of dealers and providers who look to ITEX for trendsetting information to advance their business. From education tracks with critical topics needing to be addressed (and are) by experts in their fields, to a huge exhibit floor with the newest technologies and professional services offered, ITEX has become the ideal venue to find the most credible solutions in the channel. Innovative technologies, missioncritical information, and collaborative business intelligence are strategically in place for ITEX 2011 attendees. A line up of state of the art office products and methodologies will soon showcase the ways, means and future of office solutions in order to thrive – right now, right methods, right road for beyond. Each year the mega tradeshow addresses the current state of the industry – and economy – by providing a “power menu of information tools” at their annual expo, this year held at the Walter E. Washington Convention Center in Washington, D.C. on March 22-23.

Power Hours and More In a matter of two days, the all-encompassing ITEX Expo synergistically connects a vast exhibit floor with 35 strategically developed Power Hour classes within five education tracks presented by experienced industry experts and confident dealers with hands-on experience to share. Valuable information is also found in mini-forums for more in-depth focus, including the MPS Strategy Forum held simultaneously at the show, and two pre-conference workshops held one day prior to the official show opening. The latter addresses both Managed Services and Service Operations in half day workshops. All ITEX education is developed, reviewed and implemented from use of ongoing research and collaborative consulting resources, and then collectively assembled as salient topics within trendsetting track categories. All sessions address the current needs of office dealers and business providers. Without question, as companies face the challenge of maintaining profit levels, it takes commitment to providing a broad menu of services to secure market share, while retaining existing customer business. By adopting modern strategies and implementing new methods, by adjusting dealer portfolios to meet market demand, by achieving new service benchmark levels, and readily getting trained where needed, providers can get ahead of the competition. Getting beside or beyond the hybrid dealer mindset today in order to grow your business takes commitment. It means sidestepping today’s economic uncertainty in favor of learning new means that will alter the course of your business. Ideally, ITEX provides the best opportunity for providers to both learn and network, finding good partnerships to advance company growth. From solid education and products to special forums and Perfect Image Awards, from visionaries kicking off keynotes (MWAi / Intel) to current events for association members who network at the show – the tangible tools ITEX delivers will affect your company today – along with its future tomorrow. For detailed information visit www.itexshow.com. u * Sand Sinclair is ITEX Conference Director.

Visit ENX Magazine at ITEX 2011 BOOTH #144

March 22-23, Washington D.C. ENX Magazine Leading the Document Imaging Industry Monthly Circulation Over 34,000 Copies 50

enx magazine


Get beside & beyond the Hybrid Dealer!

Delivering the Future of Office Solutions

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The Industry Unites at ITEX Dealers, resellers, Vars, Vendors, organizations and associations look to itEX, the largest event of its kind in north america, for real methodologies that work. itEX consistently provides vital information and actionable tools to assist providers in maximizing their efforts to grow market share. the industry trusts itEX to deliver the strategies that will keep them ahead of the curve â&#x20AC;&#x201C; and the competition!

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enx magazine

51


January 2011

Display Advertiser Index ACM 03 Authorized National Copystar, Konica Minolta & Toshiba Distributor for Copiers, Printers, Faxes, Supplies and Parts Phone: 800-722-7745 Fax: 800-767-9722 askacm@acmtech.com www.acmtech.com AFEX Mark E. Duva VP Sales & Marketing AFEX International (H.K.) USA Office Phone: 562-921-7273 USA Cell Phone: 480-612-5297 Fax: 480-323-2520 SKYPE mark.duva2 markduva@sbcglobal.net markduva@afex.cc California Office 15320 Valley View Ave. Unit 4 La Mirada CA. 90638 web: www.afex.cc

21

All Leasing Services 37 Repo/Offlease Copiers, Printers and Faxes Phone: 949-727-3750 Fax: 949-727-3850 www.alscopiers.com Ann Barr - Selling Supplies Phone: 757-463-0924 annbarr3@cox.net www.sellingsupplies.com

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Asia Imaging Fair 65 April 27-29, 2011 China National Convention Center, Beijing China Ph: 86-10-5126-5580 China Fax: 86-10-5885-8747 US Ph: 1-626-309-0858 Fax: 1-626-309-0878 info@rechargexpo.com BEI Services Phone: 307-587-8446 sales@beiservices.com www.beiservices.com

Carolina Wholesale Phone: 800-521-4600 Fax: 800-356-9169 www.cwholesale.com

Collins Distributing Phone: 800-727-0884 Fax: 901-396-8614 sales@collinsdistributing.com www.CollinsDistributing.com

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69

Copier Careers Copier Employment Placement Phone: 888-733-4868 Fax: 800-464-3434 mail@copiercareers.com

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Frontier Imaging 42 Distributor of Copier, Printer & Fax Supplies Phone: 888-530-8811 Fax: 310-898-2788 www.frontierimaging.com

Copier Clearance Center Buy & Sell New and Used Copiers Phone: 800-393-6355 Fax: 916-617-2742 copyclear@att.net

41

Copier Network Coast to Coast Service Extensive Canon and Ricoh Selection Phone: (510) 746-2080 www.copiernetwork.com sales@copiernetwork.com

12

Greater Philadelphia Equipment Co. 29 Copiers, Accessories, Fax Options & Print Controllers Phone: 215-788-7111 Fax: 215-788-4445 gpec1@verizon.com

CSI Customer Service, Inc. Phone: 888-889-9598 Fax:713-789-1832 anisark@csihouston.com www.csihouston.com

28

Databazaar.com Cartridge, toner and print supplies Phone: 888-335-3282 corpsales@databazaar.com

47

Impact Technology Off Lease & Export Copiers Phone: 866-848-4900 www.offleasecopiers.com

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DocuWare Corporation Phone: 888-565-5907 dwsales@docuware.com www.docuware.com

38

Industry Analysts Inc. Product Testing Specialists Phone: 585-232-1119 Fax: 585-454-5760 www.indystryanalysts.com

50

Ink Direct Corporation Phone: 714-775-8255 Fax: 714-775-5234 paul@inkdirects.com cassidy@inkdirects.com

38

I.C.E. International Copier Exchange Wholesaler of Copiers Phone: 888-423-2679 www.copierpoint.com

DPI Direct Precise Imaging Phone: 888-376-7311 www.directpreciseimaging.com

59

Electronic Business Machines Copiers/Printers Parts & Supplies Phone: 800-832-6522 Fax: 859-281-6328 www.ebmky.com

63

Escalera Copier Moving Devices Phone: 800-622-1359 Phone: 530-673-6318 Fax: 530-673-6376 www.escalera.com

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Express Sales Corp Phone: 877-777-5001 www.escorp.biz

31

FMAudit Remote meter reading and Managed Print Services www.fmaudit.com

02

44

IDS-International Digital Solutions 19 Authorized Toshiba Distributor for Copiers, Printers, Fax OEM Parts & Supplies Phone: 888-372-3700 Fax: 562-921-1167 suzannecarter@idswc.com

Intercom Exporting Inc Minolta Copiers, Parts and Supplies Phone: 800-960-1119 Fax: 954-978-2412

45

ITC Supplies Phone: 877-933-5558 Fax: 610-431-1300 www.itcsupplies.com

37

ISC Phone: 941-961-7897 www.ISC-Inc.org

27

ITEX 2011 Walter E. Washington Convention Center Washington D.C. March 22-23,2011 www.itexshow.com

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Jamex Copier/Printer/Fax Vending Applications Phone: 800-289-6550 Fax: 607-533-8809 www.jamexvending.com

48

Mambo Trading Distributor of Copier, Printer, & Fax parts and supplies. Phone: 877-626-2676 Fax: 562-663-9037 ask@mambo-trading.com

48

Mars International Wholesaler of Pre-Owned Copiers Phone: 866-866-MARS Fax: 973-777-5889 www.marsintl.com

11

Midwest Copier Exchange Used Copier Wholesaler Phone: 800-863-3693 www.midwestcopier.com

44

MSE Phone: 800-418-4968 (US-East Coast) Phone: 888-561-4541 (Canada) Phone: +31-36-522-2601 (Europe) www.mse.com

07

MWA Intelligence, Inc. Phone: 800-875-2371 sales@mwaintel.com www.mwaintel.com

06

Nation Wide Repair Service 63 Complete Office Equipment Repair Service Phone: 866-655-8676 Tech Support: 800-798-1814 www.nwrsinc.com Nectron Phone: 281-240-2222 Fax: 281-240-0468 info@nectron.com www.nectron.com

Niche Equipment Office Machines & Supplies Distributor Phone: 630-629-9220 Phone:877-446-4243 Fax: 630-629-6790 www.nichee.net

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NuWorld Business Systems 14 - 18 Copier, Printer, Fax & Business Machine Supplies Phone: 800-729-8320 Fax: 800-829-0292 info@nuworldinc.com www.nuworldinc.com

OES Solutions Distributor of Copiers, Copier Parts, and Supplies Phone: 317-867-4999 / 877-637-1240 Fax: 317-867-4920 info@ oes-solutions.com www.oes-solutions.com

40

Office Land OEM Parts for Copiers and Printers Phone: 818-778-0100 Fax: 818-778-0101 www.officeland.ws

48

Royal Imaging International 33 & 35 Toll Free: 877-898-9845 International Calls: 818-407-0452 www.royal-imaging.com 43

Parrot Distributing Authorized Panasonic Panaboards and Printers Wholesale Distributor Phone: 800-451-3336 Fax: 423-855-1434 www.parrotdistributing.com

13

Sinobase Network Technology LTD Phone: 852 2243 3287 Fax: 852 2191 3154 email: benhung@empties.com.hk www.inklaser.com Supplies Network Phone: 877-427-3261 www.suppliesnetwork.com

25

Parts Drop Copier Parts, Supplies, & Tech info. 201-387-7776 www.partsdrop.com

59

Precision Roller Phone: 800-323-9523 Fax: 800-832-4548 www.precisionroller.com

71

Prinko Factory Direct Wholesaler in USA USA Phone: 626-389-8988/626-389-8989 Fax: 626-389-8986 sales@prinko.cn http://www.prinko.cn China Phone: 86-756-8526991 / 8529662 Fax: 86-756-8526993 sales@zhprinko.cn http://www.zhprinko.cn

40

Printer Essentials Remanufacturer of Compatible Copier, Printer, and Fax Supplies. Phone: 800-965-1180 Fax: 775-850-2630 www.printeressentials.com

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Rechina Expo Shanghai, China Shanghai Exhibition Center April 20-22, 2011 Phone: 86-21-6289-5385 Fax: 86-21-6247-2950 www.rechinaaexpo.com

68

Ross International Buy and Sell Used Copiers Phone: 800-240-7677 Fax: 973-473-8800 www.ross-international.com

11

TonerFarm One-stop source of remanufactured laser toners as well as inkjets. We offer a wide array of brands and models, from the ancient to the most modern digital copiers, faxes and computer printers. Phone: 800-550-0366 Fax: 714-441-7080 sales@tonerfarm.com www.tonerfarm.com

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Toshiba Copier / Print Manufacturer Phone: 800-GO TOSHIBA www.toshiba.com

72

Uninet West Coast: 424-675-3300 East Coast: 631-590-1040 sales@uninetimaging.com www.uninetimaging.com

09

United Supply Wholesaler of OEM Imaging Supplies Phone: 866-212-5884 Fax: 818-885-0511 sales@unitedsupply.com

45

Wal Group, LLC Factory Direct Wholesaler of Premium Laser Toner Cartridges Phone: 877-368-7788 Fax: 626-336-7077 sales@walgroupllc.com

39

West Point Products Phone: 1-800-624-6991 USA Phone: 1-800-338-2274 Canada www.westpointproducts.com

05

Ziprint Image

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Product & Industry News Toshiba Takes its Successful Lead 2010 Conference International Free Workshop Exemplifies Toshiba’s Dedication to Helping Distributors Segue Into Managed Print and Professional Services IRVINE, Calif. (Dec. 1, 2010) – Toshiba America Business Solutions Inc. (TABS) held its first-ever international LEAD conference in Mexico City, Mexico, Nov. 9-10, 2010. Introduced in summer 2010, LEAD – which stands for Learn, Engage, Act and Deliver – is a new series of interactive training workshops designed to provide office technology dealers with the tools and information necessary to help them successfully implement and sell Managed Print and Professional Services (MPS and PS). LEAD 2010 was initially held at four regional locations across the U.S. and drew nearly 700 attendees. Positive feedback across the board then led Toshiba to roll out the program to the international distributor community. “Managed print and professional services are the greatest market opportunities for distributors throughout Latin America and the Caribbean,” said Mike Mathe, vice president and general manager, International Division, TABS. “It’s imperative that distributors shift their focus from selling hardware to being a MPS and PS provider, because for every one dollar spent on A3, three go to A4. And for every page printed to an A3, three go to an A41. Your market opportunities quadruple when you redefine yourself and your business in this way – it’s as simple as that!” Security and Environmental Assessments - Security and environmental services and solutions are a key part of Toshiba’s MPS and PS offerings, and were major focus areas at the Mexico City conference. Any of the 29 international distributors that were unable to attend the LEAD conference in Mexico City are currently able to access a virtual conference on Toshiba eXCHANGE, TABS’ social business network. This interactive online experience features all of the content presented at the live conference, including the actual talk track. The easy-to-use interface allows people to view content tracks at their own pace. The LEAD 2010 Virtual Conference platform will also facilitate interaction with TABS MPS and Professional Services specialists, as well as other MPS sales, service and support professionals across the country. For more information visit www.copiers.toshiba.com. u Uninet Absolute Color Toner & Components for use in Ricoh Aficio MP C 2000,2500,3000 Los Angeles, CA—UniNet proudly announces the release of Absolute Color® toners, Smartchips™ and compatible toner cartridges qualified for use in the Ricoh Aficio MP C 2000, 2500, 3000 series copiers. These copier engines were first released in 2007, and gained considerable popularity in the market. These engines are rated at 25 ppm in printer and copying mode, and also feature a color scanner and faxing capability. Paper handling includes a maximum 3,200 sheet combined tray capacity and a maximum of 11” x 17” printing. Toner cartridges are rated at 20,000 pages for black and 15,000 pages for the color cartridges. Drum units are separate item and not available at this time. For further visit www. uninetimaging.com. u BEI Services Releases Free Service Reporting Software Cody, WY (December 1, 2010) - BEI Services, Inc. today announced the release of its Service Reporting Software (SRS). This secure web service product will allow copier and printer servicing companies a no cost, service reporting software solution that will allow them to manage their service calls and technicians. The software will allow dealers to open, dispatch, arrive and complete service calls over the web. When completing the service calls, the program will collect all of the service call information, including parts usage, service meter readings and service tasks completed and store it for the dealer to refer to later. It will also allow the dealer to see and manage the workload of their service technicians and all of the service calls assigned to them. Additionally, it can automatically email service call information to technicians’ wireless devices when a service call is opened. Dealers also have the capability to export service billing information for their accounting and book keeping systems. “Earlier this year we completed a large industry study that included two major surveys, and the results showed an overwhelming need for a product like this,” says Bud Karakey, VP of Operations, for BEI Services. Over 84% of dealers representing more than 9700

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January 2011 companies in our industry are not using one of the major ERP systems. Of those who don’t, over 50% of them use QuickBooks as their accounting software. The study also concluded that nearly 75% of these dealers do not use any software when it comes to reporting and monitoring their service call information. Dealers using this free software service can now subscribe to BEI Services advanced reporting products that will allow them to see their service cost per page per device, have access to our Executive CSI dashboard, territory management program and our technician compensation programs that are all very popular in our industry today. “This new SRS product will now allow dealers who do not use one of the major ERP systems to have the same reporting capabilities they have as it relates to service. BEI Services has been providing comparative benchmark statistics to companies for over 16 years to dealers who could extract the data we needed. We are very happy to provide this free new service for dealers in this industry,” said Wes McArtor, President of BEI Services. For more visit www.BEIServices.com. u DPI releases the compatible Panasonic UG-5515, UG 5570 and UG5580 Direct Precise Imaging has added the compatible Panasonic UG-5580 cartridge. In addition the compatible Panasonic UG-5515, UG-5570 and Xerox 3220 toners are available. Last months releases were the compatible Minolta 4650/4690 colors, Dell 5330 and Lexmark C734/736 colors. We are currently working on the compatible HP 1412 colors, Lexmark E260/360/460, Lexmark T-650 and X-651, Dell 2330, and Dell 5130 colors and hopefully these products should be released by the end of the year. DPI products are manufactured, tested and packed in the USA and backed by superb technical support and customer service. DPI offers same day shipping, no minimum order requirements, blind drop shipping is available and we have one of the largest selections compatible toner cartridges. Ask about our free shipping offer. For more info visit www.directpreciseimaging.com or call (888) 376-7311. u DocuWare ISO 9001 Recertified International Standard Achieved Newburgh NY, – November 30, 2010 – DocuWare has demonstrated again that it meets all requirements of the international standard DIN EN ISO 9001:2008. The German Quality Management Academy, who is a member of the EFQM (European Foundation for Quality Management), tested the Document Management Systems company and certified it for a second consecutive time. External certifications help assure customers that they are using a product of the highest quality available. To continue to meet its goal of providing top-quality software to its customers, DocuWare, the worldwide-operating Document Management Systems (DMS) specialist, applied for ISO 9001 recertification in 2010. The main requirement for certification is that companies implement methods and processes to prevent errors and maintain a seamless Quality Management System (QMS). The result was very positive: the methods used by DocuWare continue to fulfill all requirements of the international standard DIN EN ISO 9001:2008. The software company specifically received the certificate for the segment “Development and Sales of Standard Software for Document Management.” For more info visit our website at www.docuware.com. u Strategic Realignment of Managed Print Services Association Focuses Supporters on New Challenges Facing Dynamic Marketplace Leadership and volunteers recalibrate assignments to evolve with fast-growing association December 6, 2010 -- Key volunteers and leaders within the Managed Print Services Association executive committee and board of directors have realigned their roles to focus their experience on other areas of the MPSA. This will help keep fresh ideas and new perspectives flowing across all aspects of the association. “In an effort to improve our effectiveness and support the ideas of our volunteer leadership team, the MPSA Board has approved these changes,” noted Joe Barganier, who was elected Interim President of the MPSA. Jim Fitzpatrick (Oki Data Americas, Inc.) was elected to the Board of Directors-Manufacturer Representative, and has resigned as association president to concentrate on these new duties. Ken Stewart (Photizo Group) has resigned his duties as a member of the Board of Directors – Manufacturer Representative.


Product & Industry News This change will free him to focus on standards, a top priority for the association and MPS industry. Elections will be held in the Spring for the positions of President and the Board of Directors - Manufacturing Representative. The new president of the MPSA brings an extensive resume to the job. Joe Barganier (MT Business Technologies, Inc.) has spent 19 years in the printer and copier industry and worked for two printer manufacturers: QMS and Ricoh; and several copier dealers, including IKON Indiana and Van Ausdall and Farrar. In May 2007, he joined MT Business Technologies, Inc. in Ohio, where he developed and managed the Total Output Management MPS offering. He will continue to serve on the Board of Directors as Dealer Representative while acting as Interim President.Vendors, dealers and enterprises can find more information about the MPSA at http://www.yourMPSA.org. u ACM Technologies, Inc. Approved as the Newest Preferred Vendor of the International Business Product, Inc. (IBPI) Buying Group December 13th, 2010, Corona, CA – ACM Technologies, a leading distributor of OEM, compatible, and remanufactured ink and toner cartridges in the U.S., is proud to announce its selection as the newest preferred vendor of the IBPI buying group. With this partnership, all 292 dealer members of the IBPI buying group will have access to ACM’s industry leading selection of products, as well as world class service and logistic support through ACM’s four national distribution centers Randy Horshok, Executive Director of IBPI states: “We are pleased to have ACM join our elite list of preferred vendors. The IBPI Board of Directors approved ACM as our newest vendor program because of the diversity of product ACM offers, the quality of items ACM provides, and the program and pricing they developed for IBPI Members”. Ben Lin, Vice President of ACM adds: “It has always been our mission to help the dealer community succeed by delivering quality products and service. This partnership between ACM and IBPI was a great fit because of our common goal of providing the dealers with the best mix of products, services, and prices available in the industry” For more information on ACM’s products, programs, and services, please visit www.acmtech.com. u Nectron Expands Product Offerings With HP CE278A/285A Toner Cartridges Nectron International has released the premium remanufactured cartridges for the HP CE278A and HP CE285A toner cartridges and now available for shipping. Nectron International continues to increase its product line with new models of laser and fax toner cartridges. Nectron International is a direct importer and wholesaler of compatible and remanufactured imaging supplies, including inkjet cartridges, laser and fax toner cartridges, thermal transfer ribbons and cartridges, and printer and POS ribbons. For more info contact Nectron International - Toll free: 800-456-4678 - Fax: 281-240-0468 - Email: Info@nectron.com -Visit: www.nectron.com. u MWA Intelligence Inc. Announces Powerful Invisible Event Reporting (IER) Scottsdale, AZ – December 13, 2010 –MWA Intelligence, Inc. (MWAi), a leader in enterprise-class M2M (machine to machine) and M2P (machine to people) solutions and services, together with Intel Corporation, a world leader in computing innovation, designing and building the essential technologies that serve as the foundation for the world’s computing devices, today announced a new dynamic to the field of service management. Together, with new technology equipment, assets will reduce dispatched calls and fix themselves, eliminating the need for direct technician management. With this new technology, a growing number of service events are now resolved automatically, remotely, and without service intervention. The industry has established a “service call avoidance goal of 50%” and a significant percentage of these calls will be managed seamlessly and without routine ERP accounting for the event. The information will be stored in the MWAi System and reporting provided as a result of the combination of Intelligent Service and Intelligent Device Management. The result is a significant increase in equipment uptime and customer efficiency delivered to the highest standards. Successful management of the OEM’s, devices are easily facilitated via the existing software technology from MWAi and the industries ERP’s. Embedded technology allows service events to be fixed automatically through device reboot, firmware upgrades, or automatic

January 2011 adjustments based on the event from the device. This allows devices to be fixed instantly, without customer or dealer intervention, and fixed automatically thereby increasing uptime even longer and without intrusive visits to the end users. With uptimes now increasing to over 6 months, the need to manage technician statistics are eliminated since dealers now manage the device directly with data that is included outside of the traditional model. Based on independent studies, the amount of service events will instantly increase a dealer’s call avoidance rate to over 50%. MWAi overlays with the traditional ERP to expand a dealers service dispatch and management beyond a basic capability. Most of this data pertains only to service and therefore is stored inside MWAi with no need to increase the data flow to the ERP. This data can be easily reported and managed as part of the MWAi core product and is not available to other report statistic software. For more information please visit www.mwaintelligence.com. u MSE Creates Sub Brands and Logos for Their Absolute Color Technologies and Secondary Cleaning System VAN NUYS, CA - Micro Solutions Enterprises (MSE), the industry leader for Intelligently Re-EngineeredTM cartridges, is pleased to announce that they have registered and created brands and logos to support its full range of proprietary and patented color technologies (ACT AND SCS) as part of their branding initiatives. These labels will be displayed on all MSE brand color “Intelligently Re-Engineered” toner cartridges produced after December 8, 2010. Luke Goldberg, SVP MSE Global says of the branding efforts, “ The goal of these endeavors is to create recognition and differentiation for our technology at a dealer, and ultimately end user level. We want users to demand that their color cartridges have ACT and SCS technology utilized in the manufacturing process. We firmly believe that given the quality and reliability of our color cartridges that these technologies will serve as a driving force to allow our dealers to really start capturing the long sought after color share, that has for so long eluded the aftermarket due to hindrances with quality. These branding efforts will signal to the user that unique technologies have been deployed, that finally allow them to take advantage of a true alternative to OEM high priced consumables. We believe this recognition will create demand for our products that will support MSE branded dealers, who will benefit from these marketing and branding campaigns.” MSE will be creating informational web links for the ACT and SCS labels. These sites are being totally redesigned and will allow end users to find out more about these technologies in more detail. MSE will forward any leads generated from this inquiry to qualified MSE dealers. For more info visit www.mse.com. u West Point Expands Texas Distibution Center To Meet Increased Demand WASHINGTON, PA (13 December, 2010) West Point Products, a leading provider of premium replacement imaging supplies and related products and services based in Washington, PA, has announced a relocation and expansion of its Texas-based distribution center, relocating it to Plano, TX. The facility is significantly larger than West Point Products’ previous facility in Houston, TX and will allow the company to meet increased customer demand in the southcentral United States. “At West Point Products, we recognize that for our customers to succeed in today’s competitive business environment, we will need to provide them with exceptional service levels through our network of distribution centers. We are steadfast in our commitment to provide our customers with that exceptional level of service, and believe that this expansion to Plano, TX will be very beneficial to our customers not only today, but tomorrow as well,” said Joe Lucot, West Point Products’ EVP of Operations. This new facility, centrally located in the Dallas/Fort Worth area, is significantly larger than West Point Products’ previous Texasbased facility and offers better distribution coverage. The increased space will accommodate the company’s expanded product offering, while the change in location will allow next-day shipping to an increased geographical area. For more infor call Scott MacKenzie at (800) 3382274 (294) . u To Read the complete unedited versions of Press Releases submitted each month, please visit www.enxmag.com. u enx magazine

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ENX Business Card Directory

January 2011

Escalera

M .CO

CopyCaddy

The Escalera CopyCaddy is the one tool you can not be without when moving and delivering copy machines. Using the Escalera CopyCaddy, one person can easily handle most console copiers.

Let Us Turn Your Overstock Into We are the BIGGEST Independent Reseller of KONICA MINOLTA Machine Consumables

View the demonstration video online at

www.escalera.com/copycaddy

Ask For Bob

FEATURES:

• Light-weight custom aluminum extrusion design • Padded surface protects the copy machine. • Height adjustable safety strap • Removable all-terrain wheels • It’s a delivery cart and a ramp • 600 pound capacity • 2 deck sizes available: 30”L x 24.75”W 30”L x 32”W • Optional 10” extension leaf increases deck length to 40”

Escalera, Inc. Phone: 530-673-6318 Toll Free: 800-622-1359 info@escalera.com

We Buy Supplies For Copiers, WE BUY Printers & Fax Machines ALL BRANDS Toner OF SUPPLIES! Imaging Units       

Phone: 408-225-5410 Fax: 408-225-5582 Ask For Bob

  

Developers Transfer Belts Drums Drum Blades Fuser Rollers PM Kits All Consumable Supplies

Canon Drum Units WE BUY USED EMPTIES  IR 2200/2800/3300 Start Saving Today!  IR 2270/3570/4570 We Pay Cash  IR 330/400 Not Credit  IR 3200/3220 Culver Enterprises LLC

phone 405-912-1700  fax 405-912-1900

LOOKING FOR AGENT! · OEM/EMPTY TONER (INK) CARTRIDGES · FIND SUPPLIER AND CUSTOMER IN USA · REQUIRE 5 YEARS EXPERIENCE IN PRINTER/COPIER SUPPLIES KM STEEL CO., LTD. sales2@kmsteel.co.kr www.kmsteel.co.kr

XEROX DOCUCOLOR

303-465-3134

Specializing in 12, 240, 250, 242, 252 Toner and consumables also available

(949) 456-3682 www.pinnaclebizaz.com

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ENX Business Card Directory

January 2011

Cartridge Warehouse International, Inc.

OEM, Compatible & Remanufactured

Accurate Imports 00 er 5

TM

Drum Padding Powder Lasts 8,000 pages (pat. 5,308,515)

Sporting  Tools Pouches  Gardening  Safety Supplies  Knives & More 

s Item ted oun Disc

www.cwitoner.com

Methuselah brand

National Importer

Ov

Order On-line: www.LaserLandUS.com www.mruserfriendly.com Toll Free: 800-608-6637  248-738-5800 Fax: 800-866-3760  248-738-5801 mruserfriendly@comcast.net

www.a-import.net

Call for Details 800-662-3028

Toners Inkjets  Laserjets  Drums  MICR’s  Developers  Ribbons  Copy Cartridges  All Makes & Models 

ALL Make & Mod s els

310-230-0411 877-687-2376 sales@cwitoner.com

Don’t Get Stung By The Competition!

LaserLand

Local 361-937-2800

Your One Source for HP and Lexmark Printers and Printer Parts. HP M5035 NEW Printer

$3250

HP M5025 NEW Printer

$2850

HP and Lexmark Fusers, and Maintenance Kits OEM, 3rd Party and Refurb

HP P4015 Maintenance Kit NEW

$263 (without exchange)

HP P4015 Maintenance Kit Refurb

ImageRunner  DR-SCANNER  Fax Wide Format  Color/Monochrome Desktop  Multi-function

800-298-5899

ccsparts4canon@verizon.net

CCS Parts!

$155 (with exchange)

Register for a resale account online: accutekimaging.com

Call toll free (800) 218-9222 3957 Schaefer Ave. Phone: (909) 628-8300 Chino, CA 91710 Fax: (909) 628-8533 Email: sales@accutekimaging.com

Ricoh MZ790 RZ990 RZ220 RZ390 RZ590 1700 3700 3750 3770

JP8000 JP8500 JP4500 JP3000 HQ7000 HQ9000 * All Models Available

Rebuilt Duplicators * Retail Ready * Full Tech Support * Full Parts Support

PH: 405-912-1700 Fax: 405-912-1900 enx magazine

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ENX Business Card Directory

January 2011

Toner King LLC. Wholesale Prices

Laser Toner Cartridge • High Quality Digital Multifunction Copiers (Copy, Print, Scan to Net, Fax and/or E-Mail)

• From Low Volume to High Volume Machines • Wide Format Engineering/Blueprint Equipment • We Export Worldwide

Sales • Service • Supplies • Parts

Se Habla Español Vendemos Copiadoras Xerox y Oce para officina o imprentas

Retail/Wholesale-Domestic/Export

6 S. Spring Street, Roselle, IL 60172

www.ZeaportEquipment.com

Ph:630-893-0545 • Fx:630-894-9421 • 800-392-5918

We Specialize in “High Profit” Remanufactured Cartridged! info@nccreman.com

Xerox Color Lexmark Color

6180, 6280, 6360 C524 hi-yield & C520

(800) 822-5477

National Copy Cartridge

HP CB435A........................................... HP CB436A........................................... HP CB278A........................................... HP CB285A........................................... HP Q2612A........................................... HP 92298A / X....................................... HP C3906A........................................... HP C4092A........................................... HP Q2624A/ X....................................... HP 92274A............................................ Canon FX3............................................ Canon FX 8........................................... Lemxark T610/612................................ 1010 E Elizabeth Ave

Tel: 908-587-1128

$14.00 $14.00 $17.00 $17.00 $11.50 $10.00 $10.00 $10.00 $10.00 $13.00 $9.00 $15.00 $15.0

Hot Sale OEM Product

Brother TN100................................. $3.00 Brother PC91................................... $8.00 Minolta Pagepro 8/1100/1200.......... $25.00 Minolta 1600/3800 drum cartridge... $30.00 Sharp FO-4400 toner cartridge........ $30.00 Epson 5700/5800 toner cartridge.... $30.00 Sharp AL800 toner cartridge............ $45.00 Brother HL 960 /2060 toner cartridge.. $15.00 Cann EP-E toner cartridge.............. $15.00 IBM N24 4324 toner cartridge........ $30.00 Sharp UX-500 Ribbon..................... $6.00 KX-FA53 Ribbon.............................. $6.00 KX-FA55 Ribbon.............................. $8.00 HP 8500 toner cartridge....per set.... $200

Linden NJ 07036

Please email me for a price list

Fax: 908-587-1138

YKC

Wholesale Prices

tonerkingllc@cs.com

Looking for Used Copiers Used KIP, Any Wideformats

SALE Used Copiers: Konica, Canon, Toshiba, Ricoh Copiers

YKC, Inc. One Broad Ave #1 Fairview, NJ 07022

Hela Chang herazus33@hotmail.com Phone: 201-313-0055 Fax: 201-313-0077

C 2009 Asay Media Network

www.ykcinc.com

1-866-633-6688  562-633-6688

Looking for Ricoh Parts? OEM, generic, pre-owned, rebuilt parts & supplies  Service manual  No part number ok  Print / fax options and accessories 

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TECHNICAL TIPS

SERVICE & PARTS DIRECTORY

JANUARY 2011

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Xerox DC250 Style Component Control Codes Xerox Docucolor 240, 250, 242, 252, 260 WorkCentre 7655, 7665, 7675, 7755, 7765, 7775 By Britt Horvat

I

n Part II of this series, we got into the Diagnostic Mode ("CE Mode"). Lots of good stuff in there, but to use the Component Codes to test motors, sensor, etc, you need to know what each code is. In this month's article, we'll begin to list them… starting with the Input Component Codes. It makes for rather bland reading, but it is one of the keys to being able to troubleshoot & solve problems on these machines… so here goes. With the full Service Manual in hand, you'd be able to read all about getting into the "UI" (User Interface) Diagnostics from the Control Console… and you can read about how to get to the Component Control screen. Unfortunately the service manual stops short of including a list of which codes do what. If you happen to be blessed with access to one of the PWS (Portable Work Stations) with this machine's diagnostic program on it, and you went into the Component Control screen, you would be treated to a full list of codes to scroll through (complete with descriptions). This is not the case if you're in the UI (User Interface) diagnostics from the control console.

You need to know the codes to be able to test anything. The process for getting into the UI Diagnostic Mode depends on exactly which model you're working on. For DC240/242/250/252/260: Hold down the '0' button for 5 full seconds and then, while still holding the '0', press 'Start'. A prompt for a password will show up (the "CE Access Number" screen). Use the default password '6789' followed by 'Confirm'. For most WC-7655/7665/7675's (some early ones work like the DC250 above… also probably true for the 7755/7765/7775): Hold down together '*', '#', & 'Stop' until the password prompt shows up. Then use the '6789' default password followed by 'Confirm'. Next press the "Log-in / Log-out' button. Once you're in UI Diagnostic Mode, choose 'System Settings', then choose 'Common Settings', followed by 'Maintenance / continued on 61

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TECHNICAL TIPS

SERVICE & PARTS DIRECTORY

JANUARY 2011

continued from 60

Diagnostics'. Scroll down & select: "Component Control". From the Component Control screen, you'll enter the "Chain" (the first 3 digits of the code) followed by the "Function" (the second 3 digits of the code). Press 'Start' to activate the test. For these Input Component Tests, you will be able to see onscreen the status of the component (H for high or L for low)â&#x20AC;Ś you can toggle the actuator or otherwise activate the switch or sensor you're trying out and see if the status of the component changes on-screen. Press 'Stop' button to stop the current test. When you're done, press 'Close' to leave the Component Control screen. Below is an abbreviated list of the component codes. There were simply too many codes to include in a magazine article. The ones that are missing were either relating to peripherals such as the finishers, or the description for the component was too ambiguous to be of use. The list is followed by a quick run-down of what some of the acronyms stand for. Input Component Codes: Code Description 005-102 Document Sensor 005-110 Document Regi Sensor _ Belt DADF and CVT 005-115 Document Exit Sensor 005-119 Document Duplex Sensor 005-150 Document Size Sensor #1 005-151 Document Size Sensor #2

Code 005-202 005-203 005-204 005-205 005-206 005-207 005-208 005-209 005-210 005-211 005-212 005-213 005-214 005-215 005-216 005-217 005-218 005-219 005-220 005-221 005-222 005-223 005-224 005-225 005-226

Description Document Feeder Bottom Sensor Document Feeder Level Sensor Document Feeder Feed Sensor Document Feed-out Sensor Document Pre-registration Sensor Document Lead Registration Sensor Document out Sensor Document Exit Sensor #1 Document Exit Sensor #2 Document Invert Sensor Feeder Cover Interlock Switch Document Feeder Platen Interlock Switch Document Tray Interlock Sensor DADF #1 tray APS sensor DADF #2 tray APS sensor DADF #3 tray APS sensor DADF #1 APS sensor DADF #2 APS sensor DADF#3 APS sensor DADF tray size sensor #1 DADF tray size sensor #2 DADF Left hand cover interlock switch DADF Scan start Sensor DADF Nudger position sensor DADF #2 invert sensor continued on 62 enx magazine

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TECHNICAL TIPS continued from 61

Code 005-300 005-301 010-200 010-201 010-202 010-203 014-100 014-101 014-102 014-110 014-111 014-115 014-150 014-151 014-190 014-191 014-200 014-201 061-200 061-201 062-212 062-240 062-251 062-253 062-272 062-300 062-301 071-100 071-101 071-200 071-201 071-202 072-100 072-101 072-200 072-201 072-202 073-100 073-101 073-200 073-201 074-100 074-101 074-200 074-201 075-100 075-200 075-201 075-202 075-203

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SERVICE & PARTS DIRECTORY

Xerox DC250 Style Component Control Codes Description DADF Platen interlock switch DADF Top cover interlock switch Fuser entrance sensor Fuser exit sensor Detection of a new fuser CRU Fuser nip sensor Xport entrance sensor Buffer path sensor Gate sensor Registration clutch on IOT exit sensor Top exit tray sensor Compile exit sensor Compile tray no paper sensor Decurler-in sensor Decurler-out sensor Side registration sensor_1 Side registration sensor_2 Polygon motor 1 ready Polygon motor 2 ready IIT (scan) registration sensor DADF present APS sensor 1 APS sensor 2 Scan start Platen interlock switch Angle sensor Tray 1 pre feed sensor Feed out sensor 1 Tray 1 stack height sensor Tray 1 no paper sensor Tray 1 size select Tray 2 pre feed sensor Feed out sensor 2 Tray 2 stack height sensor Tray 2 no paper sensor Tray 2 size select Tray 3 pre feed sensor Feed out sensor 3 Tray 3 stack height sensor Tray 3 no paper sensor Tray 4 pre feed sensor Feed out sensor 4 Tray 4 stack height sensor Tray 4 no paper sensor MSI (bypass) pre feed sensor MSI (bypass) stack height sensor MSI (bypass) lift down sensor MSI (bypass) no paper sensor MSI (bypass) paper set sensor

enx magazine

JANUARY 2011

Code

Description

077-100

Pre registration sensor

077-101

Registration sensor

077-102

OHP (transparency) sensor

077-103

Invert in sensor

077-104

Duplex in sensor

077-105

Duplex path sensor

077-106

Duplex out sensor

077-107

IOT exit sensor

077-108

MSI pre regi sensor

077-203

Invert End sensor

077-300

Left hand cover interlock

077-301

Right hand cover interlock

077-302

Transfer module 2 interlock

077-303

Front cover interlock

077-304

MSI (bypass) cover interlock

078-100

HCF (Hi Capacity Feeder) 1 pre feed sensor

078-101

HCF 1 feed out sensor

078-200

HCF 1 no paper sensor

078-201

HCF 1 stack height sensor

078-202

HCF 1 size sensor A

078-203

HCF 1 size sensor B

078-204

HCF 1 tray in sensor

078-300

HCF 1 transport interlock

078-301

HCF 1 side out switch

091-200

Waste toner bottle present sensor

091-201

Waste toner bottle near full sensor

091-202

Charge Scorotron fuse current signal

093-200

Low toner sensor Y

093-201

Low toner sensor M

093-202

Low toner sensor C

093-203

Low toner sensor K

093-205

Dispense cover sensor

093-206

Marking drawer interlock

094-200

1st BTR retract sensor

094-201

2nd BTR retract sensor

094-202

Post 2nd BTR sensor

Acronym interpretations: BCR = Bias Charge Roll (from color drum cartridge) BTR = Bias Transfer Roll CC = Charge Corona (on black drum cartridge) CCD = Charge Coupled Device (turns image into digital information) CVT = Constant Velocity Transport continued on 63


rea!time immed!ate va!ue

TECHNICAL TIPS

SERVICE & PARTS DIRECTORY

JANUARY 2011

NWRS has helped our customers save more than 300 million dollars over the past 25 years. How much have you saved? With up to a 70% savings over purchasing a new OEM part and no extra fees for same-day rush service; we have the tools you need help tighten down your bottom line. We have handcrafted our services to provide you with the best, no-hassle tools in the industry. Resources such as live online help, toll free hotlines and a technical staff with expertise on the machines you sell and service. Simple tools like the easiest parts exchange program you will find and the convenience of being a full service repair facility in the center of the United States. Using NWRS is like getting a 70% discount on your parts expenses. Nowâ&#x20AC;&#x201D;thatâ&#x20AC;&#x2122;s a tool that works for you every day. Give us a call today. | Customer Service: 866.655.8676 | Technical Support: 800.798.1814 | www.nwrsinc.com

NATION-WIDE REPAIR SERVICE | THE RIGHT TOOL FOR THE RIGHT JOB continued from 62 DADF = Duplexing Automatic Document Feeder HCF = High Capacity Feeder IBT = Image Belt Transfer IIT = Image Input Terminal (scanning section of machine) IOT = Image Output Terminal (printing section of machine) IPS = Image Processing J- tra = 'J' Transport MOB = Marks On Belt MSI = Multiple Size Input (Bypass Tray) OCT = Oscillating Catch Tray V-tra = Vertical Transport

That's it for the Input Components. Next month, we'll revisit the subject and list the Output Component Codes. Sometime after that the final piece in the puzzle will be the NVM (Non Volatile Memory) settings. Have a great holiday-time folks!u Britt 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) If you'd like to read more about Xerox brand office equipment, there's also a complete listing of past articles under contributing writers on the ENX website (www.ENXMAG.com). enx magazine

63


TECHNICAL TIPS

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Printer Tech Tips Maintenance Reset Instructions - HP CLJ Monochrome Printers Transfer Kit and Fuser Kit

HP 4500 Service mode: • Hold ITEMS and (+) buttons at power up until the three lights remain solid • Release, then press MENU (right side) then SELECT • Printer should display SERVICE MODE • Scroll until printer reads "TRANSFER COUNT" or "FUSER COUNT" • Set all digits to zero

CLJ 4550 • Scroll MENU button to resets menu then press SELECT button on either "RESET FUSER LIFE COUNT" or "RESET TRANSFER LIFE COUNT"

CLJ 8500 CLJ 8550 • Scroll MENU button to resets menu • Press SELECT button on either "RESET FUSER LIFE COUNT" or "RESET TRANSFER LIFE COUNT"

CLJ4600 / CLJ4650 – CLJ5500 / CLJ5550 • With printer at ready state, scroll until "CONFIGURE DEVICE" (P) • to "RESETS" (P) • to "RESET SUPPLIES" (P) 64

enx magazine

• Highlight either "NEW FUSER KIT" or "NEW TRANSFER KIT" • Press (P) then to "YES" (P)

CLJ 4700 / CLJ CP4005 / CLJ 4730 MFP / CLJ CM4730 MFP This series has the fuser and transfer belt designed to automatically reset the consumable counters. Please Note: • Printers must be tuned off when changing either part • There is no way to reset either fuser or transfer count other than replacing the component

CLJ 9500 With printer at ready state: • Scroll to "CONFIGURE DEVICE" (P) • to "RESETS" (P) • to "RESET SUPPLIES" (P) • Highlight either "NEW FUSER KIT" or "NEW TRANSFER KIT" • Press (P) then to "YES" (P) u This Tech Tip is contributed by Laser Pros. Visit their website www.laserpros.com or email any questions to: scotts@laserpros.com.


enx magazine

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TECHNICAL TIPS

SERVICE & PARTS DIRECTORY

JANUARY 2011

FREE TECH HELP Subject: e-Studio 720 runs REALLY slow... Question: I swear, sometimes I get the REAL winners. This machine was installed about 3 months ago, fully PM’ed and serviced. Has only about 200K on it and all firmware is ver. 345. The other day, it starts jamming on the customer. The initial jam code is EAE0, so we pull the Finisher and the machine seems to run fine, except REALLY, REALLY SLOW at about 25 copies per minute instead of 72 (??!!). (Quick note: when it had the Finisher on it, it would take way too long keeping paper in the finisher’s buckle chute before trying to exit it out so we feel that the machine’s extremely slow speed was causing the jam in the first place. Hope this makes sense). We were advised to replace the RAM and then the System Board. Tried both, neither worked. Have you guys any other ideas ‘cause I’m scratchin’ my (gettin’ balder) head... Could the Logic board cause this? Power Supply maybe? Thanks in advance. Answer: Boy, you got a strange one there. I just woke up and am waiting for my coffee to finish dripping so excuse me if I don’t sound brilliant. Just off the top of my head I would think if the paper traveling through its course were to move too slowly in the paper feed section, then you would get a jam code before it reaches the drum. Since the paper does exit and only jams when it gets to the finisher then somewhere between the drum and finisher entrance is where the slowdown is detected. That kind of makes me think the exit or reverse motors. I would think multiple copies would throw a jam code if that were the case though (I’m thinking while typing here). First I would measure the wall voltage and make sure you’re not operating on low voltage (I doubt the machine would work at all if you were, but still better to check it). Then run all the motors individually and see if they sound like they are running at their proper speed. If you cannot tell, then measure the input voltages to the individual motors and see if it IS the power supply. The firmware version for the 720 is up to 352 now but it only changes printing and coin-op issues. I doubt it would help upgrading it. If I were to just blindly guess I would say it is probably the power supply, a faulty motor, or the logic board ... in that order of probability. Try to test the power supply, the individual motors, and then take a shot at the logic board. That’s the route I’d take, but I’ve never seen that issue so this is just my best recommendation. Answer: Now I am trying to get flamed so hear me out!! Check the paper settings and see if they changed the paper type to thick 2 or 3. This will slow the machine down to about half speed. Also check the finisher entrance sensor. I had set them be slow to return, causing the jams you are getting. I also thought (may be wrong machine too many to keep track of) when there is no finisher installed it slowed down because of the “catch tray.”

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Question: With finisher removed, still VERY, VERY slow. Looked at paper size settings on panel, not set to Thick modes. Answer: Then the only thing I can think of is wall power, power supply, logic, logic nvram. Answer: Does machine have an external LCf and if not, try reformatting hard drive.

Subject: Sharp al-1651cs L1-00 code Question: I try to reset by #*c* 14 but didn’t work. It seems to be a scanner problem because expo lamp didn’t turn on and scanner just moved a bit forward then back to home position. Which sim code can I use to test the scanner motor? If it is a problem with the scanner motor, is it same as AL-1631? Any info? Thanks. Answer: Physically remove the scanner lock or check for tape sticking to bottom side of scanner. Answer: Is the scanner lock off or even better removed? Question: Scanner lock is in the off position, I already checked it. Any other ideas? Thanks Answer: Clean & lube the rail Answer: Clean & lube rail is correct in many cases but you often MUST remove the rail and clean it outside the machine. I don’t know why but I have had it work about 3-4 times when cleaning inside the machine did not help. Question: I once had a service case when it helped to clean and lube the rail. But this case didn’t apply so far. I only cleaned inside the machine, so maybe I will try to clean outside the machine next week. Thank you for the help. Answer: Once you take the rail out, be sure to clean the scanner bushings as well.

Subject: CopyStar CS-5035, C6000 error Question: Can anyone please tell me what the C6000 error code is for CopyStar CS-5035 and how you clear it? Thanks... Answer: You have a bad fuser assy? Turning it off and on will clear the code. But if it comes back then you need to call a tech for this repair. It is not something you can do if you don’t know the machine. If it requires a screwdriver then forget it. It’s going to be about $400-$500. Good luck. Question: That’s all I need. I’ll check the fusing unit. Thanks.u Tips appearing in this section are reprinted courtesy of Smarka! The Copier Tech’s Info Source. Tips are randomly selected from submissions emailed to Smarka! Smarka! and ENX Magazine make no guarantees as to the accuracy of tips presented here. Email your tips to Tips@smarka.com. All tips become public domain.


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Collins Distributing Has Expanded As Sharp Certified Channel Reseller Distributor To The West Coast MEMPHIS — Sharp Electronics Corporation has awarded Collins Distributing Company additional territory as a Certified Channel Reseller (CCR) Distributor in the Western U.S. “The expanded territory in the West brings our CCR Distribution coast to coast,” said Collins President Bruce Collins. “We have enjoyed an excellent relationship with Sharp for many years as one of their largest U.S. distributors, and we have strategically positioned our staff and resources to provide exceptional service to Sharp dealers. Collins has assembled the most knowledgeable sales and service team in our industry, and we are uniquely positioned to handle this opportunity successfully.”

Collins has been a reliable source for business equipment and supplies since 1971. Collins ships nationwide and is one of the largest distributors of Sharp, Toshiba and Samsung equipment. Collins has built an exceptional distributor support, sales, parts and service operation with one of the most knowledgeable teams in the industry. In addition to its headquarters in Memphis, TN, Collins maintains a full-service location near Los Angeles in Cerritos, CA. The West Coast facility is growing rapidly and is led by Robert Duchess, West Coast sales manager, and Sandra Purdom, Collins’ Vice President of Sales. Both Mr. Duchess and Ms. Purdom have many years of business equipment experience.

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