June 2024 Office Technology

Offering a NEW solution to bridge the gap between enterprise level machines and a growing mailroom’s needs. The PostBase® Vision A120 sets itself apart from other meters in its class by combining an advanced postage meter configuration, dynamic scale capability, and cloud-based Vision360 analytics and reporting. FP Mailing Solutions is leading the charge in accessible solutions for fast, mixed-mail processing. www.fp-usa.com/postbase-vision-a120

CONTENTS

FEATURE ARTICLES

10

22

Thank You, Bob

Our heartfelt appreciation for your 47 years of service by Brent Hoskins

Office Technology Magazine

While the year 1977 is just a distant memory for most, it is the year that forever changed the trajectory of what is today the Business Technology Association (BTA). That year, 28-year-old Bob Goldberg was named its new general counsel.

Today’s Capture & IDP Industry

The AI revolution in document capture is here by Ralph Gammon

Infosource Software

Large language models (LLMs) can be utilized to do some rudimentary document capture and intelligent document processing (IDP). This has led to some upheaval in the capture and IDP software market, as vendors have been scrambling to implement generative AI into their products.

AI INSIGHT

24

We Are in a People Business AI & what the future holds for the imaging industry by Cody Walton

Konica Minolta Business Solutions U.S.A. Inc.

We have all heard about the power of artificial intelligence (AI). This technology offers immense potential for businesses to improve processes, reduce downtime and enhance the customer experience. However, its implementation demands careful consideration.

COURTS & CAPITOLS

26 The Ban on Noncompetes

What does the FTC’s decision mean for your business?

by Greg Goldberg

Incoming BTA General Counsel

On April 23, 2024, the Federal Trade Commission (FTC) issued a final rule banning noncompete agreements in the United States. This month, I’ll outline the FTC’s new rule, explain how it may affect your business and discuss what resources remain at your disposal going forward.

THANK YOU, BOB

The End of an Era

Bob’s legal advice has been pristine & flawless by Frank Cannata

The Cannata Report

Much of what Bob Goldberg has done for BTA dealers is wellknown and the applause he has received is wellearned. I would like to cap off Bob’s 47 years of service to the industry by sharing three simple stories that sum up what he has given and what he has meant to many of us.

PRINCIPAL ISSUES

Shaping Tomorrow

DocuWare hosts annual conference in Houston by Elizabeth Marvel Office Technology Magazine

On May 15-17, DocuWare hosted its DocuWorld 2024 conference at the Royal Sonesta Houston Galleria in Houston, Texas. The event gathered more than 250 partner attendees from across the United States and Latin America for three days of education, networking and awards.

SELLING SOLUTIONS

Sales Slumps

Who or what inspires you when you are tired?

by Reena Philpot

Reena Philpot Sales Coaching

Sometimes, no matter how hard we try, we find ourselves in a slump. We have all been there, whether it be a slump in our personal lives or in our careers. At the time, it may seem like there is no getting out of it and you are the only one who has experienced a slump. But there is a way out and I will share it with you.

Less Hassle. More Hustle.

The New WorkForce® Enterprise AM Series.

Powered by PrecisionCore®, this marvel has less imaging parts than typical laser printers which can result in fewer slowdowns, breakdowns, and office meltdowns.

The Goodbye I Hoped Would Never Happen

BExecutive Director/BTA Editor/Office Technology

Brent Hoskins brent@bta.org (816) 303-4040

Associate Editor Elizabeth Marvel elizabeth@bta.org (816) 303-4060

Contributing Writers

Frank Cannata, The Cannata Report www.thecannatareport.com

Ralph Gammon, Infosource Software. www.info-source.com

y the time I joined the staff at the Business Technology Association (BTA) in 1986, Bob Goldberg had already been the association’s general counsel for nine years. I was only 24 years old at the time and was still getting used to working in the “grown-up world.” Early on, when I basically only knew Bob as the association’s “lawyer from Chicago,” I would address him as “Mr. Goldberg.” That didn’t last long. “Call me Bob,” he quickly requested. Naturally, that put me at ease and marked the beginning of a long and rewarding friendship.

Yes, I was introduced to Bob for the first time 37-plus years ago. Much has changed about the association through these many years — the volunteer leadership teams, the BTA staff, the nature of the office technology industry we serve and, well, essentially everything else. But not Bob. I am very grateful that he has been the “one constant” during my career at BTA. That has always brought me a comforting assurance that all is well. Collectively, Bob’s wisdom, class, confidence, humor, dedication to the dealer channel and his guidance have always provided me — and BTA — with a very solid foundation. It has always been obvious to me that when Bob is involved — whatever it is — you can plan on the outcome being successful.

When I became executive director for BTA back in June 2006, it was (and still is) important to me to have Bob’s guidance and support. Along the way he has provided me advice that has served me well. He has also encouraged me in my role, never hesitating to offer praise for my efforts. That, as you can imagine, has been a great source of motivation. Bob is quick to compliment others but

does not hand out compliments willy-nilly. Knowing that makes his compliments all the more valuable and, again, motivating.

As many of us have fondly been recalling our “Bob memories” as we approach his retirement from the role of BTA general counsel on June 30, two memories come to mind that I would like to share. The first involves my two sons. They have been around Bob at least twice. The first time they met him, when they were 14 and 17 years old, the conversation led Bob to remind my sons: “Success comes with hard work.” We have repeated that in our household a number of times since then. In fact, it became a guiding principle as my sons (now 29 and 32) were growing up — a succinct and impactful reminder that will forever and always be ingrained in my mind.

The second memory I would like to share is really more of an observation I’ve made about Bob. You know how some people frequently use a word that becomes his or her “signature” word? Well, he may not know it, but Bob’s word is “wonderful.” What a great word, right? To me it’s a word that has a particularly unique meaning and, so, it always grabs your attention. In fact, I’ve noticed that I am using it more and more because of Bob’s influence.

Finally, this is a perfect opportunity to share that Bob falls into a small group of individuals in my life. He is among my role models. I have had six of them: My dad, the only grandpa I ever knew, a carpenter I worked for in high school and college, and three individuals I’ve worked with at BTA — Bob among them. “Role model” is defined as: “A person looked to by others as an example to be imitated.” Yes, I think that is a wonderful way to describe Bob.

Thank you, Bob, for helping to make BTA great and for having such a positive influence in the lives of so many people. n

— Brent Hoskins

Greg Goldberg, Incoming General Counsel Business Technology Association

Reena Philpot, Reena Philpot Sales Coaching www.reenaphilpot.com

Cody Walton, Konica Minolta Business Solutions U.S.A. Inc. www.kmbs.konicaminolta.us

Business Technology Association 12411 Wornall Road Kansas City, MO 64145 (816) 941-3100 www.bta.org

Member Services: (800) 505-2821 BTA Legal Hotline: (312) 648-2300

Valerie Briseno Marketing Director valerie@bta.org

Brian Smith Membership Sales Representative brian@bta.org

Alicia Hinton Administrative Assistant alicia@bta.org

Photo Credits: Adobe Stock. Cover created by Bruce Quade, Brand X Studio. ©2024 by the Business Technology Association. All Rights Reserved. No part of this publication may be reproduced by any means without the written permission of the publisher. Every effort is made to ensure the accuracy of published material. However, the publisher assumes no liability for errors in articles nor are opinions expressed necessarily those of the publisher.

FLASHBACK

The association’s

WATER FOR

GROWTH

OFFICE TECHNOLOGY DEALERS ACROSS THE COUNTRY HAVE SUCCESSFULLY ADDED WATER DISPENSERS AS A NATURAL PRODUCT LINE EXTENSION FOR THEIR EXISTING BUSINESS.

Our business model offers a comprehensive program to help you become successful in the lucrative B2B office water and ice industry.

OUR DEALERS ENJOY THESE BENEFITS:

Dedicated Regional Manager

Ongoing sales training

Technical training and support

Sales and marketing tools

Increased customer loyalty

High-profit recurring revenue model

Low cost of entry

Financing options

WE HELP YOU SUCCEED.

We offer the highest quality products and the most dynamic and powerful sales, marketing and training tools in the industry. Attractive consumer brochures, detailed specification and performance literature, and much more.

Bob, For All You Have Done, We Thank You

A2023-2024 Board of Directors

President

Don Risser DCS Technologies Corp. Franklin, Ohio don.risser@dcs-tech.com

President-Elect

Adam Gregory Advanced Business Solutions LLC St. Augustine, Florida adam@goabsinc.com

Vice President

s a volunteer for the Business Technology Association (BTA), I have had the pleasure of knowing Bob Goldberg for about 10 years. Bob not only possesses a wealth of knowledge both legally and professionally within our industry, but he is also a very fun-hearted human being and a friend who is an honor to know. He is caring. He has a tremendous amount of passion and care for the dealers — as well as the vendors — in our industry. Although he was never a dealership principal, it amazes me the level of care and commitment he shows this industry. He truly has the heart of a dealership principal. He is by far the antithesis of what most of us know lawyers to be — and we are all thankful for that!

While Bob is irreplaceable, we are more than thankful to have his own flesh and blood fill his shoes as BTA general counsel. I couldn’t think of a better replacement for our industry. His son, Greg Goldberg, is going to be a great addition to BTA with his extensive knowledge and background. They say the apple doesn’t fall too far from the tree, and this is a true statement with Greg — in a very good way.

I hope I can speak for the industry as a whole when I say thank you, Bob, for bringing Greg into BTA, and for raising up a fine leader in this generation of new business owners, principals and operators.

Thank you, Bob, for all that you do and have done over the years to serve the dealer channel. Saying you will be missed would be a gross understatement and a huge discredit to your legacy. You will leave this industry with a void filled only with memories — and thank you for those memories!

— Don Risser

n Let me start by saying “congratulations and well deserved” to The Judge!

Bob, you have been a valuable part of BTA for many years and we cannot thank you enough for your dedication and love for the industry.

I believe I speak for many dealers around the country, and for all of us BTA Board of Directors members past and present, when I say that the valuable information and experience you shared with us will always be appreciated. We are thankful for the time, travel, late calls, etc., that you dedicated to BTA, which will always be remembered and honored.

While you may be retiring from the official role of BTA general counsel, it brings us joy to know that we will always have you as a friend for a lifetime and, for that, we are thankful and truly appreciative.

Enjoy the well-deserved retirement my friend! — Adam Gregory, 2023-24 BTA president-elect, and president, Advanced Business Solutions LLC, St. Augustine, Florida n Congratulations to Bob as he embarks on a new chapter in life — retirement!

Bob’s legal acumen has been instrumental in guiding BTA through various challenges and triumphs, ensuring that the organization has always been on the right path. Beyond his professional contributions, Bob has always been the life of any party, bringing warmth, laughter and an infectious energy to every gathering. I am hopeful Bob will pop in from time to time to share a laugh with us.

The quote, “Leave it better than you found it,” fits because Bob is leaving BTA better than he found it.

Thank you, Bob, for the knowledge you have provided countless dealerships, for your friendship and for the many good times along the way! Happy retirement! — Debra Dennis, 2023-24 BTA vice president, and vice president of support services, CopyPro Inc., Greenville, North Carolina n

Debra Dennis CopyPro Inc. Greenville, North Carolina ddennis@copypro.net

Immediate Past President

David Polimeni RITE Technology Sarasota, Florida dpolimeni@ritefl.com

BTA East

Mike Boyle BASE Technologies Inc. Bethel, Connecticut mboyle@baseinc.com

Joe Dellaposta Doing Better Business Hagerstown, Maryland jvd@doingbetterbusiness.com

BTA Mid-America

Brantly Fowler Zeno Office Solutions Inc. Midland, Texas bfowler@zenotx.com

Greg Quirk JQ Office Equipment Omaha, Nebraska gquirk@jqoffice.com

BTA Southeast Jim Buck Carolina Business Equipment Inc. Columbia, South Carolina jimb@cbesc.com

Mike Hicks Electronic Business Machines Inc. Lexington, Kentucky mhicks@ebmky.com

BTA West

Mike McGuirk

ProCopy Office Solutions Inc. Mesa, Arizona mmcguirk@procopyoffice.com

Kevin Marshall Copy Link Inc. Chula Vista, California kevin@copylink.net

Ex-Officio/General Counsel

Robert C. Goldberg

Schoenberg Finkel Beederman Bell & Glazer LLC Chicago, Illinois robert.goldberg@sfbbg.com

Thank You, Bob

Our heartfelt appreciation for your 47 years of service

by: Brent Hoskins, Office Technology Magazine

While the year 1977 is just a distant memory for most, it is the year that forever changed the trajectory of what is today the Business Technology Association (BTA). That year, the leadership of what was then the National Office Machine Dealers Association (NOMDA) named 28-year-old Bob Goldberg as its new general counsel.

Since that fateful year, Bob has provided legal counsel to countless dealers on a wide spectrum of issues they have faced. He has reviewed vendor contracts, making sure they were fair and equitable to the dealer channel. He has represented the channel in legal cases against wayward vendors. He has educated the channel, presenting at many industry events throughout the years. He has guided the association to better ensure its success. And he has made many friends along the way who have seen firsthand how he has forever changed the industry to the benefit of the dealer community.

and territory allocation. “We just had a great time.”

One day a partner at the firm received a call from a much larger firm that represented the industry’s A.B. Dick Company. There was a group holding an upcoming meeting where antitrust counsel was needed since competitors would be present. The group was NOMDA. The large firm had a conflict and could not attend the meeting, so it turned to the firm where Bob worked for assistance. He was asked to attend the Saturday meeting.

At the meeting, NOMDA leaders were going to discuss Royal Bond copiers, at the time a source of challenges for dealers selling the products. They were “good machines, but they had one little bit of a problem,” Bob explained. “They got very warm, OK? And there were paper jams regularly ... and they started on fire.”

Earlier this year, during the 2024 BTA National Conference in Orlando, Florida, Bob presented one of the event’s sessions, “Thanks for the Memories,” reminiscing about his decades of service to the association and the dealer community. He began by thanking the dealers in the audience.

“Each and every one of you have taught me things,” he said. “You are entrepreneurs. Your spirit, your devotion and your dedication have just been incredible. I’ve enjoyed every single minute, and I’ve learned more from you than anyone could have ever dreamed of. I thank each and every one of you.”

Bob’s presentation started at the beginning. “I had been with the Federal Trade Commission in the Antitrust Division, doing antitrust work for a number of years, but I had left to work for a small boutique antitrust firm,” he said, noting that the firm focused on such issues as price fixing, group boycotts

The meeting took place in January 1977 at a local Marriott hotel. There were approximately 125 dealers in the audience. NOMDA’s attorney at the time was also present. The attorney “practiced about 10 years longer than he should have,” Bob said. “He wasn’t quite as effective as he used to be ... he would give you three answers to any question ... but never a definitive answer. You’ve all met attorneys like that. They cover themselves well.”

At the meeting, NOMDA member Jim Ayres of Gilson Ayers in Troy, Michigan, “asked me like a 10-minute question and he concluded with: ‘Can we do that?’” Bob recalled. “I didn’t know these people. I had never been before them. I was trying to read the audience and it was difficult. They were all highpowered salespeople.

“I contemplated a little bit, looked up at Jim ... and said, ‘Yes,’” Bob continued. “I got a standing ovation. They had never had a ‘yes’ or ‘no’ answer from an attorney. They didn’t

care if it was right or wrong. It was an answer. That’s how this all started — that question and my response.”

In his presentation, Bob recalled a comment that reflects the essence of the association, which he attributed to Ayres. He referenced the association’s local chapters that once existed, which regularly hosted educational sessions, often presented by Bob. “This is something Jim Ayres would preach day and night,” Bob said. “He would get up and say: ‘Listen, I want my competitors sitting right next to me at a local meeting, because I don’t want a dumb competitor. I want to educate them on how to make money.’ It worked. People got together and [their dealerships] expanded.”

“ ... I still believe to this day — [the association’s role in] doing for dealers what they cannot do for themselves. That’s what BTA has always been about ... We stand by that.”

Bob also recalled how the association developed a mission and purpose statement that focused, in part, on something “that I still believe to this day — [the association’s role in] doing for dealers what they cannot do for themselves. That’s what BTA has always been about ... We stand by that.”

Later in his presentation, Bob provided an example — resulting from the bankruptcy of Aloha Leasing. He noted that the company stood to collect any money paid to others within 90 days prior to the bankruptcy, known as a preference. “We had probably a-hundred-andsome dealers who had been paid out on leases within that 90-day period,” he said. “And the trustee was after them to get that money back.”

One dealer in particular called Bob “every single day” because he had been paid $356,000 that the trustee was trying to recoup, he said, noting such a payout could have put the dealer out of business. “It was going to put a lot of people in very difficult situations,” he said. “NOMDA — BTA — fought for the dealer [channel] and we [ensured it was recognized] as a payment made in due course and, therefore, an exception to the preference treatment. None of those dealers had to pay the money back. That was something we could do for dealers that they could not do for themselves.”

Bob shared the story of a similar victory where the association prevailed on behalf of dealers in a lawsuit against the Monroe calculator company, noting a particularly beneficial, lasting result. “We established — which is still good law throughout the United States — that an association, a not-for-profit 501(c) (6), can bring an action on behalf of its members,” he said. “The judge stated: ‘Of course an association can sue on behalf of its members.’ You don’t have to name all the members and everything else; that was record breaking. They [Monroe] settled with us like a week after the decision came out. It was wonderful.”

“I can tell you, unequivocally, that in 47 years, there’s not a manufacturer I can’t call and have a discussion about any issue that any one of you have.”

Citing a more recent success on behalf of the dealer channel, Bob recalled the CBS News report revealing confidential information found on the hard drives of MFPs, secured from a used copier company, which included an MFP used in a hospital and another from a police department. “They found all of this [confidential] information on the hard drives,” he said. “Then we had all these states introducing legislation about data cleansing and what had to be done [which would not have been favorable to the dealer channel]. We were able

to defeat every single one of those state actions. They were never implemented.”

Despite representing the dealer channel in court, particularly with some of the early challenges presented by vendors, Bob said nearly all disputes involving vendors are resolved through dialog. “You don’t have to go to court to solve your problems,” he said. “I can tell you, unequivocally, that in 47 years, there’s not a manufacturer I can’t call and have a discussion about any issue that any one of you have. [I can] get a decent conversation and, 99.9% of the time, a resolution. I’ve learned how to do that by just calling up and saying: ‘I have a dealer who has called me, and he’s told me this. Now, I know there are two sides to every story. Would you look into it from your side and let’s talk again next week.’ That’s how we do it. We get through it and we get it solved.”

Such disputes have also been avoided by way of the model dealer agreement established when the association was known as NOMDA. Bob described the agreement as probably the “best thing that we did.”

The basic tenant of the agreement: Fair, equitable and ethical treatment. “You treat your customers, your manufacturer

Industry Tributes: Our Heartfelt Appreciation

n Thirty-five years ago, when facsimile was booming, a big-name manufacturer decided to get into the market and approached us to carry its line. We were doing a good amount of business in facsimile, with it being our entry into the office space.

[The company] made several commitments in how they would support our organization and nationwide major accounts. They convinced us to start selling their products to one large account as they worked out program details, and also agreed to not have us pay open invoices for this one account until the program was completed and their commitments to us and the major account were fulfilled.

They fired their national sales manager — who had made these commitments — and our customer had not paid for a large amount of products while awaiting the fulfillment of commitments. The manufacturer refused to honor the commitments and demanded payment in full. They pressured us and stated they would seek legal action.

I contacted Bob Goldberg, explained the situation and forwarded the written correspondence along with notes for the verbal commitments. Bob got the manufacturer to write off the large amount of invoices and to fulfill some of the previous commitments.

We ended up collecting the monies after nine months from the large customer. Bob took away a lot of stress and quickly made a difference for a small company starting out. — Richard Van Dyke, president & CEO, Advanced Office, Irvine, California

n A great attorney, a good friend and an OK golfer. Thanks for all you’ve done for our industry; you’re the best. See you on the links! — Tom Walsh, vice president, Katun Corp.

n Of all the useful skills Bob Goldberg shared with our BTA family, I marveled at his incredible memory of member names and their companies, and his ability to share a self-deprecating, amusing antidote. As a past BTA FIX workshop instructor, and local, district and national BTA president, Bob and I interacted dozens of times each year. When going over my personal memories of my conversations with Bob, I cherish that he frequently asked me: “How is Fargo doing?” Bob knew talking about my horse Fargo always made me smile. Except in January 1998, when Bob asked about Fargo. I stoically replied, “He’s dead. I was with him at the end. We had 34 years together.” There was silence between us. We both shed a tear in the memory of my beloved horse, Fargo. Bob, thank you for caring. — Ronelle Ingram, 2008-09 BTA president, Wrightwood, California

n The word I would use as a tribute would be: “Consistent.” Like, big time. He’s someone who was always around and it gave me confidence heading into this industry years ago. — Thomas Mitchell, president, Connected Office Technologies LLP, Portsmouth, New Hampshire

n There is no one who has helped dealers more than Bob. He is a true legend who will live on forever. Thank you, Bob, for the help you gave me and my company, and to many others. Enjoy your retirement. — Mike McGuirk, former president, ProCopy Office Solutions, a FLEX Technology Group company, Mesa, Arizona, and 2023-24 BTA West representative, BTA Board of Directors

See the continuation of the tributes to Bob on page 16.

treats you and you treat your manufacturer in a fair, equitable and ethical manner,” he said. “I went to trial on that once. I will never forget the closing thing that I said to the jury: ‘You can now make this relationship fair, equitable and ethical.’”

“All I can do is tell you good luck in the future ... Forty-seven years devoting oneself to a channel is a rare occurrence, but it is one that has been incredibly rewarding.”

Bob’s presentation included recollections of many achievements for the association — such as the reality that the NOMDA Convention was once the second-largest convention in Las Vegas, Nevada. He mentioned the Focus events, referencing one held at the association’s Kansas City, Missouri, headquarters, featuring both Larry Summers, who later became the secretary of the Department of the Treasury, and Arthur Laffer, known for the Laffer Curve in the Reagan administration. He also reminisced about the transitions of the industry, harkening back to the days when dealers sold service contracts for calendars — a must-have, he said, for the desk of every bank vice president.

In addition, recalling more recent memories, Bob spoke fondly of his participation in the Patriots Pack and his service on The Jillian Fund board. He also spoke of The Cannata Report’s Annual Awards & Charities Gala. “If you ever get a chance to be invited or attend the Cannata dinner, it’s an annual event where all the industry ‘who’s who’ are; I’ve been fortunate to be the emcee at that event for a good number of years.”

As he concluded, Bob acknowledged that, at nearly 76 years of age at the time of his presentation in Orlando, “it’s probably time for me to cut back.” He also noted: “You’re in good hands. I’m very, very pleased with your acceptance — and I thank you for your acceptance — of Greg [Goldberg, his son and BTA’s incoming general counsel, effective July 1]. Greg has been an attorney for almost 20 years and has a lot of experience ... He has the passion, the desire and the commitment [to serve the industry].”

Looking back at his years with the association, “The friendships I’ve made are just incredible,” Bob said. “All I can do is tell you good luck in the future ... Forty-seven years devoting oneself to a channel is a rare occurrence, but it is one that has been incredibly rewarding. Thank you, all.” n

Brent Hoskins, executive director of the Business Technology Association, is editor of Office Technology magazine. He can be reached at (816) 303-4040 or brent@bta.org.

Industry Tributes: Our Heartfelt Appreciation

n On behalf of Wells Fargo, congratulations on your retirement, Bob! Thank you for all your service and support of the BTA Channel over the years. Good luck on your next adventure! — Amy Hoover, vice president of sales, Office Technology Group, Wells Fargo Bank

n We still vividly remember the first time we met Bob during our inaugural BTA event in Denver in 2023. Bob was in the midst of a captivating speech when he suddenly paused, turned to our booth and warmly welcomed MyQ as a new member of BTA. He proceeded with glowing remarks about our company, our mission to assist the dealer channel community and even said, “Do not send me MyQ’s partnership agreement. I have already reviewed it!”

It may not have been challenging for Bob to make those remarks, and he likely had many other important matters on his mind, yet he took the time to extend this gesture to us. In that moment, we felt truly welcomed and part of a great family.

Since then, we’ve entered into many partnership agreements and, truth be told, we have never encountered any challenges because Bob’s approval is the ultimate sign of trustworthiness in this industry.

During our agreement review, we also noticed that Bob included provisions about fairness, respect and ethics. Reflecting back, we realize that even his legal work embodies the fundamental principles of integrity for which he is widely respected in the office technology space.

Thank you very much for all you have done for this industry, Bob. The MyQ team wishes you all the best in your future endeavors! — Viktor Nestrasil, vice president for Americas, MyQ

n I can’t think of anyone more selfless and giving of his time than Bob Goldberg. In the 50-plus years that Stone’s Office Equipment has been in business, we’ve contacted Bob for advice or to bounce an idea off him. He’s always been available. Thank you, sir, for everything you’ve done for the Stone family, my company and this industry. — Sam Stone, president, Stone’s Office Equipment, Richmond, Virginia

n Bob Goldberg’s pending retirement causes one to think of past memories with him. I have trouble trying to isolate a single memory. In my four-plus decades of involvement with the association there are many. Some automatically bring a smile to my face, such as the “Train the Officers” session in Tampa, Florida, with an outing to a Yankees spring training game. Bob persuaded a young beer vendor to dedicate his night to only serving our group. For the entire night, as fast as he refilled his case, he was back to our group. I think he completed his college funding that night! Several years later, I enjoyed a night at Yankee Stadium with Bob during a BTA East-hosted event.

My favorite memories come from listening to Bob educate while entertaining members during his many presentations at dealer meetings and events. No matter the topic, Bob delivers the underlying message that this industry needs the association and every dealer needs to be involved as a member of it. Bob, thank you. May your retirement days be many and filled with joy. — Bill James, 2023-24 BTA Southeast treasurer and 2009-10 BTA president, Jefferson, Louisiana

n Having known Bob for 30-plus years, I’ve had a front-row seat in watching him help all of us. We could always find him at one of our shows in the audience, holding court and helping those of us on our situations at hand. Thank you, Bob, for having an open ear and sound advice as we navigate through our crazy businesses. —Mike Boyle,

owner, BASE Technologies Inc., Bethel, Connecticut, and 2023-24 BTA East representative on the BTA Board of Directors

n You know him as Bob Goldberg, BTA general counsel, but to me, he’s Bobby G! I first met Bob (before he became Bobby G) when the BTA board members came to Kansas City, Missouri, for a meeting three months after I started with the association, some 16 years ago now. During my initial three months at BTA, I heard from many dealers who said Bob had helped them and that he was well worth the BTA dues they were paying to have him on retainer with the association. Bob’s advice and consultation to these members was priceless. The short story is, I learned early that Bob Goldberg is a legend.

During that BTA board meeting in Kansas City, I was fortunate enough to be seated next to Bobby G during lunch at a local barbecue establishment. Man, was I a fish out of water and extremely nervous. Well, if anyone out there has ever had a meal with Bobby G, you know you are sitting at the “fun table.” And as you may guess, by the end of the lunch he made me, the new guy at BTA, feel like I was part of the team. We’ve been fast friends ever since.

Memories are plentiful. Here are two. At every BTA event that has included an evening at a baseball stadium, we go and get ice cream in a miniature baseball helmet. Then, while playing golf at Torrey Pines, there was a couple behind us who kept hitting their ball into us. Well, it happened one too many times and Bobby G decided to give them some legal advice. After his legal advice, they were nowhere to be seen the rest of the day until we saw them in the parking lot. I wish I had a video of that meeting. It was classic Bobby G.

He once told me there are two types of clients: those who like him because he tells them what they want to hear and those who don’t like him because he tells them what they don’t want to hear. The group at Torrey Pines was the latter.

I don’t have room here to list all the things Bobby G has done for me, both professionally and personally, but I’m a better person to have had him come into my life.

Bobby G, I love you man! Thank you for everything! — Brian Smith, membership sales representative, Business Technology Association (BTA)

n As Bob Goldberg embarks on his well-deserved retirement after four decades in our industry, I celebrate a man whose impact extends far beyond my workplace. Bob’s legacy is woven with threads of friendship, charity, support and genuine care. His warm smile and quick wit have brightened countless conversations, reminding us that camaraderie is as essential as profit margins.

Bob and I have spent many days together traveling as members of the glorious Patriots Pack, driving all over the country, sharing stories about work, our families and the challenges we face. Bob is an amazing listener, paying great attention to detail and then providing his genius insight. I am blessed to have this time with Bob and look forward to many more miles with him.

Bob’s loyalty to our industry is unwavering. He’s been a guiding light, offering sage advice and guidance to many.

As we salute Bob, I raise my glass to a true industry stalwart — a friend, mentor and tireless advocate. May his retirement be filled with laughter, grandchildren, relaxation, many miles in the “Rover” and the knowledge that he will continue to make a lasting difference!

Bob, you are here to stay in the industry, on the ride and in my heart. — Raj Thadani, president, Mars International Inc.

Industry Tributes: Our Heartfelt Appreciation

n Bob Goldberg, who is retiring on June 30 after an incredible 47-year tenure with the Business Technology Association, is one of the greatest and will be greatly missed. Known affectionately as Bobby G among staff members, Bob’s impact on the industry and the lives of those who have had the pleasure of working with him is immeasurable.

I’ve had the distinct honor of sharing 18 of those 47 years with Bob, creating countless memories and forging a friendship that I deeply cherish. Bob’s guidance has provided wisdom, generosity and an infectious zest for life. Our journeys together have taken us to many different cities, and each trip has included shared meals and lively events. Bob’s table is famously known as the “fun table,” and it has always been my mission to ensure I’m seated right next to him!

Bob’s legacy at BTA is not just in the countless pieces of free legal advice and templates he has provided, but in the spirit of camaraderie and support he has fostered within the entire industry. His son, Greg Goldberg, already a familiar and respected figure within BTA, is well-prepared to continue his father’s remarkable work as BTA’s general counsel. As we celebrate Bob’s retirement, we also look forward to the future with Greg at the helm.

Thank you, Bob, for your unparalleled service, friendship, and for always making the industry a better, brighter place. Here’s to a welldeserved retirement and to the continuation of the Goldberg legacy!

— Valerie Briseno, marketing director, Business Technology Association (BTA)

n Bob has been a terrific resource and asset to the dealer community. For my entire career in this wonderful industry, Bob has been the “go-to guy” for advice on any legal or vendor topic, or any issue that a dealer could possibly be dealing with. He is wicked smart, knowledgeable on all dealer issues and dedicated to the success of the independent dealer channel.

I worked closely with Bob several years ago when a leasing company filed Chapter 11 and creditors were trying to clawback all leases funded during the 90 days prior to bankruptcy filing. That action would have been devastating to the dealers. Bob represented all the involved dealers and, due to his expertise, the dealers prevailed. It was a testament to the benefit of BTA and a glowing testament to Bob’s service to the dealer community.

Best wishes for a well-deserved retirement and culmination of a wonderful career. Looking forward to seeing you on the golf course!

— Rick Bastinelli, former president, Centric Business Systems, Owings Mills, Maryland

n Though we’ve only met in person a couple of times, working with Bob Goldberg over the past 17 years has been a pleasure. The times we met have been memorable experiences; he’s always treated me as if we’ve been friends for years, with glowing smiles, fond greetings and hugs.

I can see why Bob is so beloved in the industry. When editing videos and photos from events — and especially watching the testimonials of dealers who have worked with him for years and benefited from his expertise — I know he’s provided excellent advice and guidance for many. This extends to the columns he’s written for Office Technology, which have always been insightful and educational. I can say I’ve received proper schooling on many industry and legal topics thanks to editing his columns each month. Many of the topics he’s written about were brand new to me, so I have to thank Bob for the education he’s given me.

Bob, thank you for everything you’ve done in the past 47 years for BTA. I wish you the very best in your retirement! May you enjoy many trips to Mexico with your wife, children and grandchildren, and cherish every minute; from what I’ve heard, there’s nothing better than being a grandparent! I look forward to hearing about your adventures at BTA’s 100th anniversary celebration. — Elizabeth Marvel, associate editor, Office Technology magazine, Business Technology Association (BTA)

n Within the different sports associations there is a title, “Greatest of All Time,” or GOAT. To us, Bob Goldberg was and is our GOAT! He truly embodies all the attributes of grace with the heart of a champion. His counsel is always spot on, and we have been so blessed to know him and to call him the greatest name of all time — “friend”! — D.J. Hastings, president, Hogland Office Equipment, Lubbock, Texas, and 2023-24 BTA Mid-America vice president

n When my company, Electronic Systems, joined NOMDA/BTA in the 1980s, Bob Goldberg was a big reason why we continued our membership. Whether it was reviewing an OEM agreement, a customer contract, a policy and procedures manual or a legal concern of any kind, Bob was the go-to person and always spot on with his advice. He always made himself available and acted like mine was the only issue he was working on at the time.

As I worked my way through the local chairs of the association and then the district and national levels, Bob’s counsel and friendship became invaluable. He will be greatly missed and never forgotten. Happy retirement, Bob. — Joyce Chapman, director of purchasing & facilities, Electronic Systems Inc., Virginia Beach, Virginia, and 200304 BTA president

n “When you go to the dictionary — and I’m referring to the slang dictionary — and you look up the word ‘lawyer,’ it begins with ‘kaching, ka-ching, ka-ching.’”

Then, all of a sudden, 3 Musketeers, Snickers and Krackel bars are floating through the air, heading right at us, followed by humor and words of wisdom about ways to protect ourselves and our businesses from this litigious world.

“Here come those words again — ‘ka-ching, ka-ching, ka-ching’ — if you don’t listen to my advice.” And these are the words of Bob Goldberg. Bob has unselfishly provided 47 years of service as the general counsel for BTA, advising all the independent dealers, members of the Copier Dealers Association (CDA) and all the other groups, along with the manufacturers. I think we all feel a very special sense of pride to call Bob Goldberg our friend. But what makes him very special to me is not only his unwavering advice to help us improve our businesses but, more importantly, to make us all better people.

Bob has presided over The Cannata Report dinners and so many other events where we all paid tribute to industry executives. It is an honor and privilege to be part of a tribute to truly one of the greatest guys in our industry — Mr. Robert Goldberg. — Larry Weiss, president, Atlantic Tomorrow’s Office, New York City, New York

n I have known Bob for almost 40 years. He is a good friend, a great supporter of the independent dealer and a good man. Enjoy your retirement Bob. It is well deserved. — Jim Oricchio, CEO/founder, and Donna Oricchio, CFO, Coordinated Business Systems Ltd., Burnsville, Minnesota

Industry Tributes: Our Heartfelt Appreciation

n On behalf of the entire Sharp organization, I want to thank you, Bob, for all that you have contributed to the industry over the past few decades (yes, decades!). What you have meant to this industry is immeasurable. I say that with all sincerity, as some of your greatest accomplishments are like those of a CIA agent — most may never know of your efforts to prevent a problem versus reacting to it afterward. But those of us who benefited from your great abilities will always be grateful.

On a personal note, I cannot thank you enough for all the guidance and support you have provided me with over the past few years. As I worked with you earlier in my career, I thought you were beloved in the industry due to your outstanding integrity. As I have gotten to know you on a more personal level, I have come to understand that you are just one of the finest people I will ever encounter.

Best wishes for your retirement. — Mike Marusic, president & CEO, Sharp Imaging and Information Company of America

n Bob has been an incredible support to us over the years. He always answered all of our questions and provided invaluable advice. It has been reassuring and comforting to have him as a trusted BTA resource.

Thank you for your many years of service to the community. You will be missed. Enjoy your retirement! — Pamela Feld, CEO, Triumph Technology Group, Tustin, California

Cut Sheet Inkjet

n There are two primary difference makers that have made BTA a great association for decades. First, is our “Dealers Helping Dealers” philosophy. Second, is Bob Goldberg.

Bob’s influence on the success of the association and our many individual members has been immeasurable.

Thanks for everything, Bob. — Mark Naylor, president, ABM Automation, Edmond, Oklahoma, and 2005-06 BTA president

n Bob Goldberg: the man, the myth, the legend — the one and only GOAT! Thank you for sharing your wisdom and career advice with me through the years. I vividly recall a BTA meeting at the Grand Floridian years ago where your talk captured everyone’s attention. How did you do it? How did you command such attention? Over refreshments, I asked, “Bob, what’s your secret to being such a captivating public speaker?” Your answer: “Edutainment.” And indeed, you’ve “edutained” us throughout the years. Your stories and jokes still make me laugh, even as you impart wisdom.

As you begin this new chapter, I cherish the memories and the impact you’ve had. Your generosity has touched countless lives.

Farewell, Bob — I’ll miss you! — Sally Brause, director of human resources consulting and leader of the PathShare HR Services division, GreatAmerica Financial Services Corp.

Industry Tributes: Our Heartfelt Appreciation

n Congratulations on your retirement, Bob Goldberg! I haven’t had the pleasure of knowing you for decades like many others, but in the short time that I have been able to work with you alongside my father, it has been an outstanding pleasure. Your knowledge and talent is remarkable, and I have learned much from you in a short time. Thank you for your hard work and dedication to International Mailing Equipment, and to all of the members of BTA over the many years! — Robert Biedenweg Jr., account executive, International Mailing Equipment, Sacramento, California

n What extraordinary human being is capable of mediating the complex needs, complaints, wishes and disputes of this channel with grace, humor, wisdom and an unerring focus on an ultimate win-win? Bob Goldberg — that’s who! He has taught us all so much — the channel has thrived with him at our side. I toast to the fabulous Bob Goldberg — thank you for being the sage sherpa, the legal eagle and just a wonderful mensch! — Patricia Ames, president and analyst, BPO Media

n As I reflect on my 30-plus years with International Mailing Equipment, I cannot help but think of the invaluable support and guidance you have provided us throughout the years. While the need for legal counsel often signifies challenging times, your responsive and knowledgeable approach always brought a sense of reassurance and clarity to our dealings.

Your expertise in our industry, particularly in safeguarding dealers from manufacturers, has been instrumental in shaping our success. I still vividly remember the time in 2013 when you graciously extended your expertise beyond the realms of our industry to assist me and my husband in navigating a business purchase agreement. Your willingness to go above and beyond exemplifies the kind of person you are — dependable, trustworthy and always willing to lend a helping hand. As you embark on this new chapter of your life, I want to express my deepest gratitude for your unwavering support and friendship over the years. Your professionalism and integrity have left an indelible mark on all who have had the pleasure of working with you.

Wishing you a fulfilling and joyous retirement, Bob. May this new phase of your life be filled with relaxation, adventure and all the happiness you deserve. — Mary Cooper, vice president, International Mailing Equipment, Sacramento, California

n I want to personally thank you, Bob, for all the instrumental help you have given our dealership over the years. Not only were you the consummate professional, but I am proud to have built a long-lasting business relationship through this process. On one hand, I am sad to see you retire, but on the other hand I wish you the best as you ride off into the golden sunset! The dash between the years should always stand for something and your legacy with BTA is undeniably cemented by your high level of work. Good luck my friend. Travel well and may the wind gently rest upon your back! — Bill Kugel, president, Professional Document Products, Las Vegas, Nevada

n Bob is just simply amazing! I wish him all the best! — Mike McCurdy, president, Integrated Technologies Inc., Twin Falls, Idaho

n There is only one Bob Goldberg! We know BTA is in good hands with his son Greg after Bob’s decades of dedicated service. That said, Bob will be missed, and his impact on our industry is immeasurable. Bob’s legal acumen has guided countless office technology dealers, ensuring compliance and safeguarding our interests.

Yet, Bob is more than a legal advisor; he’s a friend to all. His wit and humor light up every room, and he fearlessly speaks truths others dare not utter — and in the most entertaining manner! As the emcee of numerous events, from ECS to The Cannata Report awards gala, Bob’s charisma leaves an indelible mark.

Personally, Bob welcomed me into this industry with open arms. He always took the time to ask about me and made me feel at home. Thank you, Bob, for your unwavering commitment to BTA and to each of us. The imaging channel owes you a debt of gratitude that will endure for generations. — Josie Heskje, director of corporate communications, GreatAmerica Financial Services Corp.

n Bob featured prominently in my introduction to this industry when I began as an editor at Recharger and Office Technology magazines. My duties included reading Bob’s column every month, and I can’t think of a better way to develop an understanding of the ins and outs of the dealer side of the industry (and when I finally met him, it was like meeting a celebrity). Through the years, I’ve seen Bob help numerous people and serve as a constant source of information and support for so many, and I’ve benefited from his expertise myself. His unwavering generosity and sage advice are gifts that will be missed, but his retirement is well deserved. Thanks, Bob. — Amy Weiss, editor in chief, BPO Media n

Today’s Capture & IDP Industry

The AI revolution in document capture is here

by: Ralph Gammon, Infosource Software

Over the past decade we have seen artificial intelligence (AI) go from something people were scared of (partially thanks to movies like “2001: A Space Odyssey” and “The Terminator”) to something they now look to leverage in everyday life (but are still kind of scared of). During this time, the document processing industry has seen a steady increase in the amount of AI used to automate classification and data extraction.

Early AI implementations were simply billed as “advanced” or “intelligent” capture. They typically were extensions of traditional OCR-based applications, with vendors utilizing learn-by-example algorithms to supplement their offerings. As cloud computing reached a tipping point in the mid-2010s, it opened up accessibility to a number of opensource AI engines. Training these engines for document classification and data extraction was an early killer app for applying AI to business needs. This launched the intelligent document processing (IDP) industry.

Over the past couple of years, we have seen the rise of generative AI, which utilizes large language models (LLMs) to perform a variety of tasks. As inferred by “large,” LLMs can be trained on hundreds of billions of parameters, which are essentially variables in neural networks that can be modified through training. The more parameters there are, the more complex the model, which means it requires more processing power — but it also means that the LLM can be trained to do some pretty cool things.

Generative AI is one of those cool things. We have all played with generative AI to answer questions, create images, help with coding, etc. LLMs can also be utilized to do some rudimentary document capture and IDP, such as automatically finding and returning matching pairs on a form and summarizing content.

This has led to some upheaval in the capture and IDP software market, as vendors have been scrambling to implement generative AI technology into their product sets. Here are some initial iterations we have seen:

(1) Integrating publicly available LLMs for basic functions like entity extraction and summarization — This

was the first application and what we primarily saw in 2023.

(2) Security and privacy factors considered — When people started using generative AI and LLMs for business applications, security and privacy concerns were immediately raised due to them being hosted on public clouds. We have seen these concerns addressed through a number of techniques, including guardrails that can be put into place so private data will not be used for training public LLMs.

(3) Co-pilots — This is a generic (and sometimes branded) term that independent software vendors (ISVs) are using to describe generative AI assistants. One of their functions is to enable interrogation of documents with natural language prompts. Co-pilots are also increasingly being used to set up document workflows.

(4) Setup, training and validation — Initially, we saw some AI technology used to create dummy documents that IDP users could train their software with. Generative AI offers to take this to the next level. First, it can automatically detect fields and pairs on real documents and help set up the labeling. It is not perfect, but this technique can significantly reduce initial setup times. We are also seeing an increasing use of LLMs in the validation steps of IDP to reduce the amount of human intervention required.

(5) Document-capture-specific and IDP-specific LLMs These seem like extended versions of the foundational models that most of the IDP industry is based on. For example, one vendor recently announced an LLM created specifically for transactional documents.

(6) Vertical-specific LLMs — These are versions of LLMs trained on specific sets of vertical data so they better understand context and jargon specific to a market. These are just starting to emerge.

(7) LLMs trained on your own documents — Microsoft is moving forward in this area with its Copilot for Office 365, which can apply generative AI to a user’s Microsoft ecosystem.

(8) Managing document workflows

As

AI lowers the barrier to entry for utilizing basic capture and IDP functionality, capture’s tight incorporation with multifaceted processes become more important.

As AI lowers the barrier to entry for utilizing basic capture and IDP functionality, capture’s tight incorporation with multifaceted processes becomes more important. We are now starting to see capture and IDP vendors leverage their expertise with AI and their ability to understand content to try and automatically drive workflows.

Pumping the Breaks (a Bit at Least)

Talk about generative AI is everywhere. LLMs are very powerful and they are going to have wide-ranging influence on the capture and IDP market going forward. But today, it is important to keep a couple of things in mind:

(1) While generative AI may be able to do a certain level of capture and IDP out of the box, it by no means offers a complete application. Generative AI still struggles with elements like confidence levels and hallucinations, which can lead to damaging “false positives” in data capture.

(2) There are still security and cost efficiency concerns. In the long run, if you are running the same process on your documents over and over, using an LLM could be overkill. This is why capture and IDP vendors are still important in the market. They have been working with tools like OCR and other forms of AI for several years. They have built out business and enterprise-level software applications leveraging these technologies. While generative AI certainly has a place in the capture and IDP market, determining how to best utilize it today and going forward is a complex task.

Infosource recently published its “2024 Infosource Global Capture & Intelligent Document Processing (IDP) Vendor Matrix Report,” which ranks and discusses the capabilities of the market’s leading vendors. What we have seen is that with the infusion of AI technology, capture and IDP software is becoming more powerful and easier than ever to deploy. Businesses that are not taking advantage of it on some level are missing out on efficiency gains.

As a participant in the BTA Channel, document processes should be very familiar to you. Utilizing capture and IDP to make these processes move more quickly and with less human effort can save costs and reduce headaches and paperwork, and these are benefits everyone is interested

in. Please reach out to me if you would like to learn more about the “2024 Infosource Global Capture & Intelligent Document Processing (IDP) Vendor Matrix Report” or other matters related to capture and IDP. n

Ralph Gammon is senior analyst for Infosource Software and the primary author of Infosource’s latest report, “2024 Infosource Global Capture & Intelligent Document Processing (IDP) Vendor Matrix Report.” Infosource has been covering market sizing, trends, opportunities and leaders in the capture and IDP software market for more than 20 years. From 1998 to 2020, Gammon served as editor and publisher of the Document Imaging Report, the premier insider newsletter covering the ECM/content services space. He can be reached at rg@info-source.com. Visit www.info-source.com.

We Are in a People Business

AI & what the future holds for the imaging channel

by: Cody Walton, Konica Minolta Business Solutions U.S.A. Inc.

We have all heard about the power of artificial intelligence (AI). This technology offers immense potential for businesses to improve processes, reduce downtime and enhance the customer experience. However, its implementation demands careful consideration.

The imaging channel is built on three core functions: sales, service and operations. Today, AI has already begun to profoundly impact all of these areas. What can get lost in all of this — and what we continue to focus our attention on — is this industry is, and will continue to be, a people business. That does not mean AI will not play a significant role in the imaging channel’s future, but at the end of the day, AI is a tool that will assist people with solving the challenges of today and tomorrow.

to focus more on building relationships and closing deals, rather than administrative tasks.

Service

Service departments can use AI-driven diagnostics to anticipate equipment failures and perform maintenance proactively, reducing downtime and enhancing customer satisfaction. Additionally, AI-driven chatbots improve customer service by providing instant and accurate responses to common queries. This not only enhances customer satisfaction, but also allows service teams to address more complex issues, providing more efficient support systems.

Operations

That is not to say that AI has not already become an extremely useful tool in the imaging channel. Print is an area where it certainly excels. For example, AI technologies have been implemented to automate print settings between different types of paper, provide predictive maintenance solutions to improve MFP performance and create intelligent AI workflows to enhance process automation.

AI has so many real-life applications in the office. Think of it as a tool to help process and utilize data to automate repetitive tasks faster than a human possibly could, or to augment tasks that users often perform manually. AI is designed to recognize patterns within large amounts of data by utilizing iterative processing and intelligent algorithms. Beyond its well-known capabilities, such as writing copy, AI can be used to analyze customer feedback, identify sales opportunities based on interactions with potential customers, streamline customer service processes, and automate many accounting and data-processing tasks.

Looking ahead, the imaging channel will see AI playing a more integrated role in the day-to-day operations of the core functions mentioned above. Some examples include:

Sales

Sales teams can leverage AI to analyze market trends and customer data, tailoring their approaches to meet specific client needs more effectively. AI technologies can also enhance sales processes by automating note-taking and streamlining sales process improvements within CRM systems. This allows sales teams

In operations, AI can optimize workflows by automating routine tasks, managing inventory and streamlining logistics, leading to greater efficiency and cost savings. This includes document processing, data entry and other operational processes, reducing manual workloads and minimizing errors in day-to-day operations within the imaging channel.

However, as AI becomes more commonplace in the imaging channel, businesses must prioritize and address what is ethical, any copyright concerns and data privacy. Transparent AI practices and adherence to regulatory standards will be crucial in maintaining trust with clients and stakeholders. As this technology continues to take off, it is vital to stay on top of things and hold ourselves accountable. At Konica Minolta, we are committed to ensuring that our advancements in AI are not just about growth, but also about ethical and responsible use.

To support that mission, we have established an AI steering committee of about eight or nine people who have incredible backgrounds and knowledge in this space. This team will play a crucial role in staying updated on emerging AI technologies and bringing all kinds of ideas and strategies that are critical to implementing an AI strategy. Beyond staying informed, the committee actively contributes to implementing controls, crafting policies and, most importantly, aiding in risk mitigation. Its primary focus is on promoting the responsible and beneficial use of AI within the organization.

While AI can handle data processing and routine tasks, human insight and creativity are essential for relationship-building and strategic decision making. People will remain indispensable. Training and development programs will be vital in

equipping employees with the skills needed to work alongside AI effectively.

Gartner has some interesting data points concerning the next generation of potential decision makers in the B2B market. Eighty percent of all B2B sales interactions will occur in digital channels by 2025 and 44% of millennials prefer a seller-free sales experience (source: 2022 Gartner B2B buyer survey). These types of numbers point to an amazing opportunity for AI. However — and this is a big however — another survey by Gartner points to some less affirming outcomes. Buyers in the B2B space are two times more likely to have a better experience when interacting with a salesperson and 55% of buyers experience “moderate to high dysfunction” when a sales rep is not involved (source: 2020 Gartner B2B sales interactions survey). What this type of data points to — and as many of us know and believe: people still buy from people. AI will serve a role, but it will be designed to help us, not replace us.

... AI holds significant promise for transforming the imaging channel, driving innnovation and efficiency across sales, service and operations.

across sales, service and operations. By thoughtfully integrating AI and maintaining a focus on the human aspect of the business, the imaging channel can navigate the challenges and opportunities of the future, ensuring sustained growth and success. n

In conclusion, AI holds significant promise for transforming the imaging channel, driving innovation and efficiency

As the director of digital transformation, Cody Walton is responsible for assessing Konica Minolta’s wide range of offerings and strategically fitting them into its dealer sales model. He works closely with Konica Minolta’s dealer partners to help them diversify their portfolios, not only to maintain business continuity, but to thrive through digital transformation. Walton joined Konica Minolta in 2015 as a solutions consultant, bringing significant imaging experience from 10 years at Toshiba. In his initial role at Konica Minolta, Walton handled the company’s software portfolio. He was promoted to his current position in 2021. Walton can be reached at cwalton@kmbs.konicaminolta.us. Visit www.kmbs.konicaminolta.us.

Vendor Financial Services

Trust us to help you manage the life cycle of your customer

Wells Fargo offers access to comprehensive services that provide your business with an ongoing source of program offerings to help you build and maintain long-term, and profitable relationships with your customers.

To learn more, let’s start the conversation today. Contact us at 1-800-458-7149.

COURTS & CAPITOLS

The Ban on Noncompetes

What does the FTC’s decision mean for your business?

by: Greg Goldberg, Incoming BTA General Counsel

On April 23, 2024, the Federal Trade Commission (FTC) issued a final rule banning noncom pete agreements in the United States. This month, I’ll outline the FTC’s new rule, explain how it may affect your business and discuss what resources remain at your disposal going forward.

The History

Until last month, noncompete agreements were a common tool employers used to protect their businesses from direct competition against current and former employees. Courts determining the validity of noncompete agreements historically considered two factors — whether the restrictions on competition were reasonable in geography and duration. In general, courts endorsed noncompete agreements so long as the terms were limited to a 100-mile radius around a worker’s territory and a two-year term after the conclusion of a worker’s employment.

provision that restricts a worker’s ability to seek or accept work or to operate a business following the termination of the worker’s employment. The rule construes the term “worker” broadly to include any person “who works for an employer.” The rule includes a limited exception whereby existing noncompete agreements with senior executives — defined as those employees earning at least $151,164 per year and who occupy policy-making roles — will remain intact. All other existing noncompete agreements, including those covering both employees and independent contractors, will no longer be legally enforceable. The FTC’s rule also requires employers to provide “clear and conspicuous” notice to workers of the effective date when existing noncompete agreements will expire.

The Future

The FTC’s new rule arrives as the use of noncompete agreements has exploded in recent years. Currently, noncompete agreements cover an estimated 30 million workers in the United States — nearly one in five. In one famous example, state attorneys general in New York and Illinois sued the sandwich chain Jimmy John’s for requiring minimum-wage workers to sign noncompete agreements, apparently in fear of sandwich makers fleeing en masse to Subway or Jersey Mike’s. The case settled out of court after Jimmy John’s agreed to end the practice.

The purpose of the FTC’s new rule is to rebalance the lopsided noncompete scale in favor of workers, enabling employees to take on roles with rival employers or start new businesses of their own. The FTC reasons that eliminating restrictions in noncompete agreements will result in numerous benefits to workers, not limited to increasing wages, lowering health-care costs and driving innovation. Specifically, workers no longer facing the consequences of violating noncompete agreements can avoid changing industries, relocating to different markets, retiring from the workforce or defending against costly enforcement litigation.

The Rule

The FTC’s rule bans new noncompete agreements for all roles at all levels of all organizations, beginning 120 days from the date of the rule’s publication in the Federal Register (which is imminent). Prohibited noncompete agreements include any

Already, a coalition that includes the U.S. Chamber of Commerce and other trade groups has brought a federal lawsuit in U.S. District Court in Texas seeking to declare the FTC’s rule invalid and unenforceable. The lawsuit argues the rule represents an unconstitutional interference with private parties’ rights to enter contracts. Regardless of whether the coalition’s efforts are ultimately successful, at a minimum, the legal challenge may delay implementation of the FTC’s rule in the short term. Meanwhile, employers preferring not to rely on the outcome of the Texas litigation may still consider several other measures to protect their businesses from unfair competition. For example, the FTC’s new rule does not bar employers from using confidentiality or nonsolicitation agreements. Confidentiality agreements, including nondisclosure agreements, will remain valid and enforceable to safeguard employers’ sensitive and proprietary nonpublic information. Existing trade secret laws will also continue to protect employers’ confidential information. Additionally, employers may still utilize nonsolicitation agreements to prevent current and former employees from poaching clients or otherwise meddling with existing business relationships. Check out the legal documents available at www.bta.org/LegalDocuments to review and download samples. n

Greg Goldberg, partner at Barta | Goldberg, is incoming general counsel for the Business Technology Association. He can be reached at ggoldberg@bartagoldberg.com or (847) 922-0945.

THANK YOU, BOB

The End of an Era

Bob’s legal advice has been pristine & flawless

by: Frank Cannata, The Cannata Report

Editor’s Note: On June 30, 2024, Bob Goldberg will retire from his service as general counsel for the Business Technology Association (BTA). He has served in that role since 1977. On July 1, his son, Greg Goldberg, will become the association’s new general counsel. The two have worked together for many months preparing for the transition. This is the last of five articles to pay tribute to Bob, thanking him for his many years of service to the association and the office technology industry.

Much of what Bob Goldberg has done for BTA dealers is well-known and the applause he has received is well-earned. I would like to use this article to cap off Bob’s 47 years of service to the industry by sharing three simple stories that sum up what he has given and what he has meant to many of us.

When Bob was hired by the National Office Machine Dealers Association (NOMDA; now BTA) in 1977, I recall how many of the typewriter dealers grumbled that they were concerned about how this young, inexperienced (about selling typewriters) man could help their organizations. He woke everybody up and convinced the naysayers that he could be of great help when he contributed to the congressional debate about laws preventing the dumping of typewriters in the United States by Silver Reed, a Japanese manufacturer.

The dumping was destroying the typewriter business and making it nearly impossible for dealers to compete because Silver Reed was selling products far below market value. Bob was able to provide information on the damage this dumping was having on a select group of businesses in the United States. The 1979 Antidumping Act provided that an additional antidumping duty shall be imposed if foreign merchandise is sold or likely to be sold in the United States at less than its fair value to the material injury of a U.S. industry.

The next challenge Bob faced was the problems dealers were encountering from Japanese copier manufacturers. Plain-paper products began coming into the United States in 1972. Konishiroku (Konica) was the first company with the Royal RBC-1, followed by Canon in 1974 with its NP-70. The Royal Bond Copier was a disaster for multiple reasons, and the Canon product, the first liquid plain-paper copier, was an excellent product for that period. Unfortunately, Canon released a 15-page-per-minute (ppm) console in 1975 that was as bad as the RBC-1, creating problems for the dealers selling those products.

When the Copier Dealers Association (CDA) was formed by Paul Shields and a few other Canon dealers in 1977, its main purpose at the time was to sue Canon. Eventually, CDA invited Bob to speak at its meetings, and his message was one of caution: “Don’t sue, just settle.”

Similarly, we were at a CDA meeting in Utah many years later when ECI purchased OMD, the company providing an operating system developed by dealers, for dealers. The original company sold its operating system. The original contract called for a forgiveness of 5% for use of the operating system in perpetuity. The new owners did not see it that way. They rescinded the 5% and dealers had to pay it going forward. Bob was invited to represent the dealers in a lawsuit against the new owners for refusing to accept the terms of the original agreement. It was a heated atmosphere and I distinctly remember Bob cautioning the dealers by saying: “Yes, you can win, but the cost will far outweigh the benefit. Settle for a fee you deem reasonable.”

More recently, I would like to address what Bob has done for us. If you have attended our Annual Awards & Charities Galas in recent years, you would have seen Bob serving as our emcee. He was and is impeccable in the role. He keeps the flow going and interjects his unique sense of humor. We received many compliments for our 2023 Gala; however, without Bob, it would never have been as good. At our rehearsals, he is always calm, and you see him there and know everything will be more than OK.

How do you sum up a man whose service to the industry has no equal? The number of things Bob has taken on to help the industry and his friends is unbelievable. His legal advice is pristine and flawless.

The office technology world is a better place because of Bob Goldberg’s contributions. All of us who have had the privilege of collaborating with him, whether on business matters, personal matters or charitable causes, have been lucky to know him and, yes, to love him. We will never see his level of competence, sacrifice and commitment to others again. n Frank Cannata is founder of The Cannata Report. He began his career in the office technology industry in 1970 with Saxon Business Products, later working at Saxon Industries, Royal Business Machines and Canon U.S.A. Inc. Cannata can be reached at fgcannata@cannatareport.com. Visit www.thecanntareport.com.

PRINCIPAL ISSUES

Shaping Tomorrow

DocuWare hosts annual conference in

Houston

by: Elizabeth Marvel, Office Technology Magazine

On May 15-17, DocuWare hosted its DocuWorld 2024 conference at the Royal Sonesta Houston Galleria in Houston, Texas. The event gathered more than 250 partner attendees from across the United States and Latin America for three days of education, networking and awards. The general session on May 16 was led by DocuWare executives, who discussed the growth of the company over the last year and its plans for “Shaping Tomorrow” — the theme of this year’s conference.

DocuWare Group President Max Ertl kicked things off with a review of 2023’s business results. He announced a 17% increase in revenue, 2,956 new customers and an overall 95.5% renewal rate for the cloud version of DocuWare — its most popular product — which now has more than 10,000 customers. “Our recognized revenue is great,” Ertl said. “Again, it’s another record for us. Some of you may remember that we said a true software sales company should have more than 100 million euro in revenue. And, thanks to all of you, we achieved that this year. It’s a great achievement ... And now we call ourselves a real, true SaaS company. Thank you very much.”

DocuWare Group President Dr. Michael Berger followed Ertl’s presentation with an overview of DocuWare’s 2023 milestones: the acquisition of DocuScan; DocuWare’s 35-year anniversary; the opening of the company’s Beacon, New York, office; its growth to more than 600 employees; and its achievement of a 4.11 score out of 5 in a Gallup survey.

Berger also discussed the company’s 15-million-euro investment in four areas: (1) cloud and cybersecurity; (2) UX/user experience/usability; (3) workflow; and (4) artificial intelligence (AI), which was a main focus for the entire conference.

“Especially for the artificial intelligence, we would like to go a little bit more in depth on what we are doing on the project side,” Berger said as he explained how DocuWare is using AI in its software. “We really want — based on AI OCR [optical character recognition] — brilliant OCR and writing technologies with high-precision classification, automatic splitting and high-level extraction, so that we really get on a new level here.

“We did a strategic M&A and two companies found each other,” Berger continued, explaining the synergy of DocuWare and German startup natif.ai, which DocuWare acquired in April. “We found one that really complemented our offering — we had the same mindset on document-based process automation and, also, the same culture. So this is a really great step for us.

“So what we are delivering is the greatest and most unique

offering in this space of quantum process automation,” Berger said. “This really enables you to have ... totally new use cases, a high level of automation — because what we deliver is highly accurate — and it’s also the optimal base for your business insights and decision making.”

DocuWare Corp. President Jim Roberts took the stage after Berger for his general session presentation, which focused specifically on the opportunities in the U.S. market. He noted that Texas, New York and Florida, respectively, were the three states with the largest number of DocuWare billings.

Roberts then discussed the three most important vertical markets for U.S. DocuWare dealers to sell into: (1) municipalities/other government agencies; (2) school districts/K-12 schools; and (3) automotive dealerships. These three verticals represent huge opportunities for dealers. Currently, DocuWare dealers have almost 500 total contracts with municipalities and government agencies, and approximately 400 contracts with schools and school districts. The company also works with 500 automotive dealerships and has 55 unique contracts in place with them. One of its longest-standing auto dealership customers is also a top dealership nationwide.

“We really believe if we take our time and invest in the trends that are already working, we have the best chance to have the best efficiency, the best close rate and the best conversion rate in all of our sales and marketing activities,” Roberts said of focusing on these verticals. “Build your targeting strategies and your marketing campaigns around these verticals. There is durable market momentum here and this is the kind of trend that’s worth investing in.” n

Elizabeth Marvel is associate editor of Office Technology magazine. She can be reached at elizabeth@bta.org or (816) 303-4060.

Left to right: Ertl, Berger & Roberts give their general session presentations at DocuWorld 2024.

Sales Slumps

Who or what inspires you when you are tired?

by: Reena Philpot, Reena Philpot Sales Coaching

Sometimes, no matter how hard we try, we find ourselves in a slump. We have all been there, whether it be a slump in our personal lives or in our careers. At the time, it may seem like there is no getting out of it and you are the only one who has experienced a slump. But there is a way out and I will share it with you.

My son played baseball when he was small and batting slumps were the worst. Because no matter how hard the boys tried, there was no way to predict when the magic would return. But one thing that sometimes helped was a new bat — or even to take a swing with someone else’s bat. The boy and the swing were the same. The bat would sometimes provide just the inspiration needed to break through.

So, what inspires you? If you have not thought too much about it, I understand. But I encourage you to put some thought into it because once you know what gives you the courage to try just a little bit harder, great things can happen.

I had a terrible sales slump once. It lasted for almost two months. It began just before I found out I had won a fabulous trip to Mexico (ironically, for my sales performance just months earlier). This was the trip I had won as a result of working hard for the down payment on the first home my husband and I bought. I found inspiration in the thought of owning our own home, but once I accomplished that goal, I lost a lot of steam.

I realize now I probably needed a little rest. But, more than that, I needed fresh inspiration. At the time I did not think I needed either. I was not ready to go on the trip; I wanted to stay home. I was in the worst sales slump of my career and I felt like the last thing I needed was a week in paradise.

I should have been celebrating the opportunity to spend a week in a five-star resort and enjoying the events surrounding the trip — because they were truly amazing. There were sunset cruises and meals in an oceanside restaurant that was literally carved into a rock. I had never seen anything like the extravagance of that week. There were moments when I felt like I had a starring role in a Sandra Dee movie — the ocean waves crashed against the side of the restaurant as we enjoyed the music of a private concert. Another night when we arrived at the restaurant, long-stemmed red roses awaited every woman and there was a cigar for each of the men.

My thoughts around my slump were often overshadowing

these beautiful experiences. I was on this amazing trip as one of the top 50 salespeople in the nation for this manufacturer, but I did not see it from that point of view when I was feeling the slump. During those moments, I had a bad case of impostor syndrome. It would be years before I heard that term, but now I know what it was.

The truth is, my mind and my heart were out of sorts. My mind was like the average home-run king who cannot get a base hit. I had gone from swinging for the fences to a swing and a miss over and over.

I was relatively new to sales and success at that level. I needed inspiration. It makes no sense, but our minds can play tricks on us. The good thing is we can learn how to break through doubt.

My manager at the time had also earned the trip. I had mentioned my slump and doubts to him before the trip, but he was not concerned and shrugged it off. I felt sure he had never experienced a slump himself — he was wildly successful and confident. If he had experienced a slump, it was probably so long ago he had forgotten.

My husband, Earl, had come on the trip as my guest. He had not understood my hesitation about going on the trip; he just saw the slump as a minor blip. But he came from the service side of the business, so when the phone was not ringing,

it meant things were running well for the time being. Service technicians learned the ebbs and flows. They enjoyed the easy days, as more challenging ones always waited around the corner.

So what broke the slump? Strangely enough, it was the trip. While I was there, I listened to the others at dinner tables and on bus rides. I was there with 49 other salespeople who were at the top of their games in the same field as me. I learned as they talked and shared stories.

Most importantly, I recognized if I had done well enough to make it there once, I could do it again. Even if my success had been the luck of the draw, I still had time to learn more skills. I realized the others were not all that different from me. Also, even though I was not that excited to go on the trip in the beginning, it turned out to be wonderful and inspirational.

I came back from that trip inspired and with a whole new mindset. This new energy and mindset allowed me the opportunity to close half of my month’s quota within the first week back from the trip.

I wish I could tell you it was my last slump, but, of course, it

23 • American Fidelity

was not. But I learned from that first slump that it can be temporary.

So, what is the key to getting out of a slump? Look for inspiration. Ask yourself these questions: Who can you look to who can show you it is possible? Where can you go to give your mind a break? What can you read or listen to that reminds you it is possible? That is how you break a slump and become inspired when you are tired. n

Reena Philpot is co-owner of BTA member Precision Duplicating Solutions Inc., based in London, Kentucky, where she serves as sales manager. Philpot is also founder of Reena Philpot Sales Coaching and host of the Selling with Charm Podcast. She has spent the last 27 years as a salesperson and has a passion for teaching owners and sales team members simple sales techniques that allow them to hit their targets and goals with ease. Join in weekly as Philpot shares her tips and tricks to selling with charm: https://selling-with-charm.captivate.fm/listen. She can be reached at reena@reenaphilpot.com. Visit www.reenaphilpot.com.

ADVERTISER INDEX

(800) 843-5059 / www.bta.org/Insurance

31 • BPO Media

www.workflowotg.com / www.theimagingchannel.com

17 • Brother www.partnerwithbrother.com

12 • DocuWare https://start.docuware.com

31 • ENX Magazine

(818) 505-0022 / www.enxmag.com

5 • Epson

https://epson.com/business-inkjet-printers

2 • FP Mailing Solutions

www.fp-usa.com/postbase-vision-a120

9 • Intermedia

(800) 300-1310 / www.intermedia.com

13 • iTS Group (877) 246-3063 / www.its-group.com

3 • PaperCut www.papercut.com

20 • ProFinance 3.0

(800) 843-5059 / www.bta.org/ProFinance

7 • Quench www.quenchwater.com

32 • Ricoh

www.ricoh-usa.com

19 • RISO https://us.riso.com

15 • SalesChain (203) 262-1611 / www.saleschain.com

11 • Sharp https://business.sharpusa.com

21 • Toshiba

https://business.toshiba.com/become-a-dealer

25 • Wells Fargo (800) 458-7149 / www.wellsfargo.com