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03OT1006
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CONTENTS Volume 13 No. 4
FEATURE ARTICLES 10
18
2006 Software Buyer’s Guide A look at some of the many possibilities
COURTS & CAPITOLS Dishonest Employees How to thwart reps & techs from taking your profits
24
by Brent Hoskins Office Technology Magazine
by Robert C. Goldberg BTA General Counsel
Remember the days when the “copier” industry and software industry were separate? No more. Today, at OEM dealer meetings and other BTA channel events the latest software products are featured side by side with the latest MFPs. While the onslaught of software products remains a bit dizzying, many would agree that dealers should not ignore the opportunities they present. A software-based solution can present new revenue opportunities and help distinguish dealerships among competitors in a sea of commodity hardware. Here’s a brief look at 33 software vendors for your consideration.
Small businesses are especially vulnerable to embezzlement and dishonest employees, and are less likely to survive the impact of such losses. You can lessen the chances of loss by instituting several policies and procedures to protect your dealership.
SELLING SOLUTIONS Practice Makes Perfect Salespeople should rehearse for customer meetings
27
by Steven Power Sales & Marketing Solutions International
Many sales reps forego practicing, role playing and training because it takes additional time and effort. Just imagine how much additional confidence and improved effectiveness the salesperson would develop through practice leading to improved results.
Web-to-Print Solutions Driving page volume & revenue growth by Denine Phillips Tech-Write
From the mailroom to the boardroom, everyone in business faces tight deadlines on print jobs. The question: How can you manage that workflow to minimize turnaround times and maximize efficiency? Online printing tools have emerged in recent years to answer that call. Referred to as Web-toprint solutions, they enable users to upload files (from home or an office PC) directly to a remote print center, along with a complete set of instructions.
22
Integrated Solutions Cementing relationships with your customers by Bill Flesch Gordon Flesch Company Inc.
Most organizations lack the resources to independently identify technology strategies for correcting inefficiencies and addressing opportunities for improving their business processes. Dealers can play a key role in updating and streamlining customers’ technology. In doing so, they can provide the benefits of keeping their customers on the cutting edge, laying the groundwork for continuous improvement and further cementing relationships. 4 | www.of ficetechnologymag.com | October 2006
Case Study: Troyer Farms Erie Copy Products provides cost-saving solution
28
by Mary Beth Nagorski & Christopher Zurn, Erie Copy Products Inc.
Troyer Farms, one of the largest snack producers in the Erie County (Pa.) area, had a document management process that was causing strain on the company’s productivity. Here’s a look at how Erie Copy Products provided Troyer a cost- and time-saving solution.
DEPARTMENTS Business Technology Association
25
October-January Education Calendar BTA Membership Application
6
Executive Director’s Page
8
BTA President’s Message
30
Advertiser Index
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STILL MANUALLY COLLECTING METER READS? Print Audit now has Facilities Management! Print Audit Facilities Manager is a powerful software tool designed to help you remotely manage fleets of imaging devices.
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Both models are based on the overall totals for all of the office equipment dealer’s managed devices, not on individual client environments.
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EXECUTIVE DIRECTOR’S PAGE
Have You Visited www.bta.org Lately?
I
n this space in the September issue of Office Technolog y magazine, I noted that the 2006 BTA Service Report is now available to BTA members for download on our Web site. I hope that many of you now have a copy of that report in hand and are finding it valuable in assessing your service operations and planning for the future. As I look back at the September column I find myself wondering whether BTA members are fully aware of the resources available at www.bta.org. Are you? If not, here’s a sampling: A complete listing with contact information and descriptions of BTA’s discount product and service program partners, such as: Sentry Insurance (disability, workers’ compensation, Section 125 plans, etc.); First National Merchant Solutions (bankcard processing); and Affiliated Power Purchasers Inc. (energy savings and utility audit service). Sample agreements, such as: Confidentiality Agreement Between Firms; Strategic Partnering Agreement; and Maintenance Agreement. Sample personnel forms, such as: Employment Application; Harassment Policy; and Employee Contract. Sample job descriptions submitted by BTA dealer members for sales, service and administrative positions. Information on how to contend with fraudulent telemarketers who may be calling on your customers attempting to sell toner through deceptive practices. This includes: a list of state attorney generals’ offices; a sample “warning” letter to send 6 | www.of ficetechnologymag.com | October 2006
your customers; and ordering information for stickers you can place on your supplies to make your customers aware that they may encounter fraudulent telemarketers. The full editorial content of the current issue of Office Technology, and archives of past issues back to August 2004. BTA Hotline online, providing the latest office technology industry news. The Business Owner newsletter, featuring articles written to help you address the critical decisions you must make as a business owner. A calendar of all upcoming BTA education classes, plus descriptions of BTA classroom and CD-ROM education courses, such as FIX: Cost Management for Service, ProFinance and ProTech. Descriptions and class dates of course offerings from BTA education partners, such as MOTIVE8S and its Sales Management Workshop, are also listed. Perhaps some of the items I have listed have piqued your interest. If so, I encourage you to visit BTA online today to see what other resources may be of interest to you. (By the way, beginning this past summer, BTA began the monumental task of transitioning its Web site content to a new platform. The result, in part, will be new features and more functionality for visitors. For example, with the new platform, BTA’s member database will be Web-based. This will allow members to view their own database listings, make updates or view a list of past BTA classes attended, etc. Today, at press time, we are within days of making the switch to the new platform. Members will receive an e-mail notification of the new password guidelines for the membersonly areas of the Web site.) — Brent Hoskins
Executive Director/BTA Editor/Office Technology Brent Hoskins brent@bta.org (816) 303-4040 Contributing Writers Bill Flesch, Gordon Flesch Company Inc. www.gflesch.com Robert C. Goldberg, General Counsel Business Technology Association Mary Beth Nagorski & Christopher Zurn Erie Copy Products Inc. www.eriecopyproducts.com Denine Phillips, Tech-Write Steven Power Sales & Marketing Solutions International www.powerselling.com ®
Business Technology Association 12411 Wornall Road Kansas City, MO 64145 (816) 941-3100 www.bta.org Member Services: (800) 505-2821 BTA Legal Hotline: (800) 869-6688 Valerie McLaughlin Membership Marketing Manager valerie@bta.org Cathy Kenton Membership Sales Representative cathy@bta.org Gary Hedberg Accounting Manager gary@bta.org Mary Hopkins Accounting Clerk mary@bta.org ©2006 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.
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Vibrant color. Superior functionality.
Must be one terrific MFP.
Kyocera’s KM-C3232 Delivers Across-the-Board Productivity for Your Customers For an affordable color document solution that maximizes business productivity, discover the power and reliability of the KM-C3232. This workhorse is one of a series of color MFPs designed to keep your customers’ business color needs in-house and within budget. At 32 pages per minute of crisp black and white or brilliant color, it delivers impact to any job. Add the full range of advanced finishing features for compelling business communications. Plus optional software solutions maximize your customers’ hardware investment. Combine all this with strong dealer marketing support, and it’s no wonder Kyocera keeps you smiling. That’s the power of People Friendly. Learn more about Kyocera and its products: www.kyoceramita.com
KYOCERA MITA CORPORATION. KYOCERA MITA AMERICA, INC. ©2006 Kyocera Mita Corporation. “People Friendly,” “The New Value Frontier,” the Kyocera “smile” and the Kyocera logo are trademarks of Kyocera.
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BTA PRESIDENT’S MESSAGE ®
It’s True, Your BTA Membership Pays
I
’ve been a member of the Business Technology Association (BTA) for a number of years and am well aware of the value received from my membership. However, from the perspective of the national presidency, it is always nice to hear from other dealer members espousing the value of membership in our association. Following are a couple of recent comments members have shared with us: “Joining BTA is an amazingly cost-effective way to improve your business.”— Jeff Jehn, president of Waltz Business Systems, Crestview Hills, Ky. “BTA is a virtually free business partner. It’s like having a specialist as your friend. The association cares about your success, not your money.” — Dave Boelter, president of Image Systems & Business Solutions, Schaumburg, Ill. These two comments highlight an important point — the low cost of BTA membership. Currently, the annual dues for a dealer are $430. As those of you who take advantage of your membership know, that’s a bargain when you consider what you receive in return. BTA’s legal services provide a good example of the value of membership. Those of you who know Bob Goldberg, BTA’s general counsel, know the expertise he brings to the table. He is available to BTA members anytime to offer guidance on industry-related legal issues. For example, if you are considering a new contract with a vendor, Bob will review it for you to ensure it is fair and equitable. Likewise, if you are 8 | www.of ficetechnologymag.com | October 2006
facing a legal challenge with, for example, a leasing company, Bob will be glad to consult with you and share his advice. How much would you pay your local attorney for this same kind of assistance? $100-$200 an hour? Consider, too, the value of the many other benefits members receive from BTA’s education courses, benchmarking reports, Office Technology magazine and the association’s various discount product and service programs. I recall from the past a BTA membership campaign that stated: “BTA membership doesn’t cost, it pays.” How true. There’s more. In case you overlooked it when you joined the association or renewed your membership, BTA now offers a $150 coupon to its dealer members that can be used to reduce the cost of various BTA products priced at $300 or more. This includes products like BTA’s BEQI (Business Equipment Quota Index) and classes like FIX: Cost Management for Service or ProFinance. There are also friends of BTA who will honor the dealer member discount coupon: Dealer Marketing Systems’ Darrell Amy (for his Document Solutions Specialist Boot Camp and other classes); Selling Supplies’ Ann Barr (for her public Selling Supplies seminars); Prosperity Plus Management Consulting’s Jim Kahrs (for his Dealership Analysis Program); and MOTIVE8S’ Jim and Paul Strauss (for their Sales Management and Service Management Workshops). Certainly, we thank each of these individuals for their support of BTA and the dealer channel by honoring the discount coupon. If you are a member, I encourage you to take advantage of all that BTA has to offer. Do so and you will fully understand how membership doesn’t cost, it pays. — Dan Hayes
2006-2007 Board of Directors President Dan Hayes Purcell’s Business Products 222 E. 1st St. Campbellsville, KY 42718 dan@purcells.com President-Elect Shannon Oliver Copier Source Inc. 215-G Industrial Ave. P.O. Box 36395 Greensboro, NC 27406-4542 soliver@copiersourceinc.com Vice President Ronelle Ingram Steven Enterprises Inc. 17952 Sky Park Circle Ste. E Irvine, CA 92614 ronellei@msn.com BTA East Thomas Chin Accolade Technologies LLC 604 Hampshire Road Mamaroneck, NY 10543 tchin@accotech.com BTA Mid-America Mike Blake Corporate Business Systems LLC 2018 S. Stoughton Road Madison, WI 53716 mblake@corpbussystems.com BTA Southeast Bill James WJS Enterprises Inc. 3315 Ridgelake Drive P.O. Box 6620 Metairie, LA 70009 bjames@wjsenterprises.com BTA West Rock Janecek Burtronics Business Systems Inc. 216 S. Arrowhead Ave. P.O. Box 1170 San Bernardino, CA 92408 rjanecek@burtronics.com Ex-Officio/General Counsel Robert C. Goldberg Schoenberg Fisher Newman & Rosenberg Ltd. 222 S. Riverside Plaza Ste. 2100 Chicago, IL 60606 robert.goldberg@sfnr.com
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©2006 Toshiba America Business Solutions, Inc. Electronic Imaging Division. All rights reserved.
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WHAT HAPPENS WHEN YOU GIVE CUSTOMERS WHAT THEY WANT AND BALANCE IT WITH WHAT THEY NEED? YOU GET A COMPANY THAT UNDERSTANDS IT’S NOT ENOUGH TO OFFER RELIABLE PRODUCTS. YOU HAVE TO
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OFFER THE RIGHT BALANCE OF SERVICE, SUPPORT, TECHNOLOGY AND PRICE. YOU ALSO GET A COMPANY THAT HAS ITS SIGHTS SET ON CHANGING THE WAY YOU THINK ABOUT COPIER COMPANIES. THE ANSWER IS CRYSTAL CLEAR. CALL TOSHIBA AT (949) 462-6165 TO LEARN ABOUT BECOMING AN AUTHORIZED TOSHIBA DEALER.
9
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2006 Software Buyer’s Guide A look at some of the many possibilities by: Brent Hoskins, Office Technology Magazine
R
emember the days when the “copier” industry and software industry were separate? No more. Today, at OEM dealer meetings and other BTA channel events the latest software products are featured side by side with the latest MFPs. While the onslaught of software products remains a bit dizzying, many would agree that dealers should not ignore the opportunities they present. A software-based solution can present new revenue opportunities and help distinguish dealerships among competitors in a sea of commodity hardware. In order to provide a concise resource for its readers, Office Technology magazine invited a number of software vendors, along with Web-based solution providers, to provide brief overviews of their products. While the list is by no means all-inclusive, it does provide a look at some of the many possibilities. As an introduction to the 2006 Software Buyer’s Guide, three of the vendors listed are also profiled in greater detail. Certainly, all of the software vendors in the guide — not just the three companies profiled — have value propositions that dealers may want to consider. docSTAR Today, says Director of Marketing Gregg Laird, a key goal at docSTAR is helping dealers address a primary industry challenge. “We know that many dealers are struggling with the continued decline in hardware margins,” he says. “We’ve launched a new solution — docSTAR CP — that we believe will help them contend with this struggle.” One only needs to consider, for example, Hewlett-Packard and its growing emphasis on the MFP to understand the 10 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
growing problem with hardware margins, says Laird. “They are going at the MFP like it’s a printer — commodity hardware,” he says. “So, the profit margins for dealers on HP’s MFPs are probably going to only be in the teens.” Laird predicts that HP’s products will continue to add margin pressure for all MFP sales, regardless of brand. “HP is going to be disruptive to this market,” he says, indicating that the result will be an even greater need for dealers to consider software-based solutions. “Our value proposition is a high-margin turnkey solution for the BTA channel that down-the-street reps can sell; it’s not a complicated process,” he explains. “Our strategy is: The rep or the dealer can ‘bite off’ as much or as little as they want.” That strategy is relatively new for docSTAR. In the past, says Laird, docSTAR only offered full-featured solutions that were not always a good fit for dealers. “We would go in and tell them that in order to make money with our products, they had to have a specialist — a unique, dedicated resource who was specially trained,” he explains. “We gave the BTA dealer 50 different features, when their customers only wanted two. Now, with docSTAR CP, we offer the two features that customers want.” Introduced in June, docSTAR CP is a “plug-and-play” document imaging solution, designed for 10 concurrent users, which converts paper files into digital documents and offers simultaneous document-sharing capabilities. “This is the first step to a complete document management solution,” says Laird. “It’s our number one selling product.” Over time, dealerships can upgrade docSTAR CP users to full-featured products, such as the docSTAR SPX Enterprise
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like OMD, Oracle or Digital Gateway.” Package Solution. “docSTAR CP is easily “It’s about being able to Overall, the MWAi solutions portfolio upgraded,” says Laird. “There’s no swapsell better and up-sell, is designed to take cost out of the supply out. It’s just a license upgrade.” chain and add efficiency for both the By starting with the low-end solution, and having a more dealership and the end-user, says Strathe dealer can help customers better open architecture fleet maglio. “It’s about being able to sell utilize their MFPs while providing the management capability. better and up-sell, and having a more dealership with a growing revenue It’s all about speed, open architecture fleet management stream, adds Laird. “Rather than leaving uptime and return.” capability,” he says. “It’s all about speed, money on the table, the dealership can uptime and return.” add a very low-cost addition to the MFP MWAi offers dealers an “a la carte” option known as the lease and get the customer on the path to document management,” he says. “Can you imagine how ‘sticky’ it is when Choice Plus Program, so they can select specific and just as your customer has converted all of their paper to a digital much technology as needed with accompanying support asset? So, the customer loyalty element of this sale is an components. “With Choice Plus, our solution is modular, flexible and scalable,” says Victoria Satran, vice president of overwhelming advantage to the dealer.” marketing. “Dealerships with five to 15 technicians have different requirements than dealerships with 200 techniMWA Intelligence Inc. In June of this year the office technology industry saw a cians. So, with our programs, we can provide different new arrival — with a 14-year history. MWA Intelligence Inc. modules to fit an individual dealership’s needs.” (MWAi) emerged from what was previously known as Automated Dispatch Systems (ADS) and later EFI MWA. What is StructuredWeb While most office technology dealerships have some Web MWAi? The company’s Web site explains: “We provide cutting-edge systems and tools that support the exchange presence, many dealerships are not taking advantage of the of real-time information between hardware assets, mobile full power of using the Internet as a sales and marketing tool. workers, back-office management and key stakeholders in However, the number of hold-outs has been decreasing in recent years thanks to the services of StructuredWeb, the mission-critical departments.” Today, MWAi provides its product portfolio to more than host of many dealership Web sites and the provider of 18,000 users. Industry veteran Mike Stramaglio, who serves various Web-based sales and marketing capabilities. “Completely customized for the office equipment as CEO and president of the newly formed company, says industry, StructuredWeb provides dealers with a set of Webthe MWAi enterprise portfolio includes two areas of business focused primarily on assisting the office technology based technologies, training and professional marketing dealership in improving the efficiencies and profitability of services to help them use the Internet as a tool when coordiits service operation. “One area is the automation of the nating online and offline marketing activities in order to copier and/or printer or any hardware asset — making that grow their sales, enhance marketing and improve their cusunit smart,” he explains. “This allows the unit, for example, tomer service,” says Daniel Nissan, president and founder. to automatically send the dealership information regarding “Through our services and best practices, delivered in an the need for a service call and meter reads for accurate and integrated service offering, dealers can showcase their business via the Web, use sophisticated technology to attract timely meter billing.” MWAi’s second area of focus is the mobility of the work- prospects, share information with customers and personforce. “This solution portfolio is rather enormous and alize communications to deliver the highest level of service.” Nissan notes that StructuredWeb’s modular set of applicaincludes a variety of applications, such as wireless applications for Blackberry, for Windows Mobile, Pocket PC and tions can help dealers with the basics of setting up their Web enhanced IVR capability, providing the service technician sites and e-commerce initiatives if they want to begin selling intelligent routing, GPS mapping and the ability to open and supplies/consumables, Segment 1-2 or remanufactured close the call with bar-code scanning,” explains Stramaglio. machines online. “StructuredWeb also offers dealers a way to “The information is then communicated back to our admin- extend their sales and marketing processes online with a istrative tools and is integrated to billing through systems suite of CRM/SFA tools, e-mail marketing and customer 12 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
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portals,” he says. “Everything we do is to customer accounts, quotes, user guides “Everything we do is help dealers use Internet technology to be and online catalogs, listing the products more productive and effective in their of such companies as Azerty and Carto help dealers use daily sales and marketing processes.” olina Wholesale. Internet technology to In addition, StructuredWeb is workbe more productive ing with back-office ERP system pro2006 Buyer’s Guide and effective in their viders, supply/consumable distributors In addition to the three companies daily sales and and has partnered with database comprofiled, following are brief descripmarketing processes.” panies including infoUSA. “These contions of 30 more software companies nections will enable the free flow of for your consideration. information from data collected from StructuredWeb back to those systems and then from those systems back to the Captaris Inc. www.captaris.com dealership’s StructuredWeb system,” says Nissan. “It can be Captaris provides software products that automate used for target marketing, telemarketing campaigns, meter business processes, manage documents electronically read reporting, collecting service calls or even creating on and provide efficient information delivery. Its products the Web site a custom store for customers.” (Captaris RightFax, Captaris Workflow and Captaris Other StructuredWeb capabilities include: e-mail mar- Alchemy Document Management) are used in many indusketing, personal online accounts for each customer for tries and are installed in Fortune 100 and Global 2000 sharing tiered online pricing on selected products for specific companies.
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ClearStory www.clearstorysystems.com ClearStory Systems provides high-performance content management solutions for digital media communications. ClearStory software manages the enterprise digital media supply chain — from creation and collaboration to lifecycle management and delivery — to give companies a competitive advantage, marketing agility, cost avoidance and maximum efficiency. ColumbiaSoft www.columbiasoft.com ColumbiaSoft offers Document Locator, a document management solution deeply integrated with Microsoft Windows, making document management easy to support and intuitive to use. Document Locator helps users securely capture, manage and share paper and electronic documents, e-mail and faxes — instantly finding documents, saving costs, increasing productivity and meeting compliance requirements. Compass Sales Solutions www.compasscontact.net Compass Sales Solutions is a sales force automation and print management software developer. Its clients are dealerships looking to increase the bottom line. The company’s solutions include sales-automation software to: analyze a prospect’s current situation (TCO); generate customized professional value-added proposals; and automate sales paperwork to reduce costly errors. docSTAR www.docstar.com docSTAR provides the BTA marketplace with document management products. The recently announced docSTAR CP is an easy-to-sell MFP appliance. It unlocks the full potential of the MFP and delivers a competitive advantage for the reseller. docSTAR’s reseller success plan helps resellers quickly add a document management launch pad to their existing offerings. DocuLex w w w. d o c u l e x . c o m DocuLex provides instant document access. With the software creator’s PC-based Archive Studio resellers can provide clientele both paper and electronic document capture capability with image processing, content indexing and custom foldering functions fully automated for ease of use via Goby Capture (suitable for use with any document scanning device). DocuLex’s WebSearch provides access of server-stored documents from any Internet accessible location with the operational simplicity of a search engine. 14 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
DocuWare www.docuware.com DocuWare is an integrated document management software solution that automates business processes by managing any type of document, regardless of format or source, in a central document pool allowing authorized access worldwide. DocuWare AG is based in Germering, Germany, with subsidiaries in New York, London and Spain. ECI2 www.eci2.com 2 ECI provides complete business software for managing equipment sales and service, automating machine sales/leasing, contract billing and renewals, service department management, purchasing, accounting and more. Dealers can also manage additional lines of business, such as office products or contract furniture, with the same comprehensive, integrated system. eCopy Inc. www.ecopy.com eCopy software transforms MFPs into information hubs by letting any office worker securely capture and incorporate hardcopy documents directly into workflows of critical business processes. eCopy provides a standard operating platform across MFP brands so office workers can use the same scanning procedures at any networked MFP. EFI www.efi.com EFI produces integrated digital controllers, superwide format printers and print management solutions. EFI solutions include: Fiery servers, MicroPress and Balance for production printing; proofing, Colorproof XF and Fiery XF; Web-to-print Digital StoreFront; corporate, DocSend/ SendMe and embedded Fiery servers; and PrintSmith for print management. EMTEX www.emtex.com An output management solutions provider, Emtex, a Pitney Bowes Company, offers VIP/VDE, FlexServer and OptionPROM. The solutions provide centralized output management, printstream conversion, real-time document re-engineering, centralized accounting and end-to-end job tracking/integrity to high-volume, mission-critical document producers. Equitrac www.equitrac.com Equitrac Office 4 is a solution for print and copy management that enables effective networked control of an office’s entire printer and copier fleet. Providing real-time device
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monitoring, B/W and color print quota management and automated reporting for accurate and detailed analysis of device usage, Equitrac Office is compatible with every major office equipment manufacturer. FabSoft www.fabsoft.com Reform Enterprise by FabSoft streamlines business workflow by automating document management, enhancement and distribution. It can capture forms from any operating system, application or device, enhance them and automatically route them to printers, fax, e-mail and archive systems all around the user’s office and/or the world. Falcon Technology Solutions www.efalcontech.com Falcon Technology offers the Soaring suite of sales and business management software, designed for the office equipment industry. Soaring Sales is a solution for prospecting, managing and tracking customers through the entire sales cycle. Soaring Business Management, launching
end of fourth quarter 2006, will provide an innovative approach to contract management, inventory, service, online and financial analysis tools. FMAudit www.fmaudit.com FMAudit specializes in print asset and meter data collection products for companies within the office products industry. Its products identify networked print assets including color and mono printers, copiers, fax machines and scanners. It collects meter data quickly, easily and unobtrusively with little-to-no customer IT support. InfoDynamics www.infod.com Intact by InfoDynamics is a feature-rich connected document solution software. Leveraging your MFP, Intact includes cover page/barcode scanning, role-based security, document auditing, folder monitoring and fulltext/keyword search. Intact stores both scanned and electronic documents.
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I.R.I.S. www.irislink.com I.R.I.S. provides optical character recognition (OCR) solutions for converting documents into electronic formats for archiving, storing, managing and sharing. The flagship software, Readiris Pro 11, provides Windows and Mac users with a tool for boosting productivity in an efficient, accurate and cost-effective manner. LMS www.lacrossesoftware.com La Crosse Management Systems (LMS) is a provider of automation software for copier dealerships. La Crosse Nextgen is the flagship product, which uses the latest in software technology from Computer Associates and Microsoft. SQL-based Nextgen allows dealers to easily incorporate all of today’s desktop technologies to streamline their business processes.
With NewspaperDirect’s easy-to-use, Web-based ND Press solution and ND PrintStation software, customers can choose from hundreds of newspapers and magazines from around the world and print high-quality, personalized copies of them on their digital printer or copier. Notable Solutions Inc. www.nsius.com Notable Solutions Inc. (NSi) is a provider of distributed content capture workflow and business automation solutions. NSi’s flagship product, AutoStore, enables users to automate their business processes by capturing paper and electronic documents, processing them into usable information and storing that information into business applications and databases for easy retrieval and distribution. Through the use of AutoStore, documents can be captured from MFPs/copiers, desktop applications, e-mails, faxes and many other sources.
LibertyIMS www.libertyims.com LibertyIMS developed LibertyNET Office software specifically for multifunction peripheral document management implementations by independent office technology dealers. The office product can seamlessly scale up to larger LibertyNET Enterprise systems. Hosted (or ASP) LibertyNET is also available. Target markets include transportation, finance, healthcare and government, among others.
Objectif Lune www.objectiflune.com Objectif Lune develops and commercializes solutions for transactional and promotional variable content documents printing with the added benefit of advanced automated workflow for output to local and remote printers, e-mail, fax and archive. The company’s solutions portfolio includes PlanetPress Suite, PrintShop Mail and PrintShop Web.
Miracle Service www.miracleservice.com Miracle Service software interfaces with accounting packages such as QuickBooks and Peachtree. Its strength in meter billing and service dispatch provide a value priced system that offers full business reporting and intelligence. The Web and wireless portals offer advanced functions and features for customers and staff.
OMD Corp. www.omdcorp.com OMD Vision software integrates more than 1,500 business processes to help manage dealership growth and meet profit objectives. OMD Corp.’s wide range of customers includes companies that provide sales and service of office equipment and supplies, mailing equipment and point of sales systems.
MWA Intelligence Inc. www.mwaintel.com MWA Intelligence Inc. delivers solutions and services around managing companies’ employees and assets. MWA Intelligence offers users greater operational efficiencies, reduced expenses, additional revenue capture and improved customer satisfaction. Solutions include: Intelligent Workforce (mobile field service management leveraging wireless and IVR technologies), Intelligent Service (dispatch automation, ERP/CRM integration, mapping) and Intelligent Assets (automated meter reading, remote asset diagnostics).
Print Audit www.printaudit.com Print Audit develops print management solutions that enable organizations of all sizes to analyze, reduce and recover their printing and photocopying costs. The software company designs all of its products to help office equipment dealers sell more hardware, supplies and services.
NewspaperDirect www.newspaperdirect.com NewspaperDirect offers digital newspaper distribution. 16 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
PrintFleet Inc. www.printfleet.com PrintFleet Inc. is an independent software vendor that specializes in the development of print management and assessment software for dealers and distributors in the imaging industry. PrintFleet delivers detailed information from printing devices in a client environment within
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minutes, allowing dealers to increase their overall revenue while decreasing the costs of day-to-day business processes. PrintMIB www.printmib.com PrintMIB offers automated meter and supply data collection software. At set intervals (monthly, bi-weekly, weekly or daily), QuickMIB scans all print devices on an end-user’s network and automatically sends a report to as many as four designated e-mail addresses. QuickMIB scans for: manufacturer, model, serial number, IP address, type of print device, page counts, supply data, console messages and alerts, missing print devices, newly found print devices and MAC addresses. Prism Software www.prism-software.com Prism Software offers four key solutions that help printer dealers sell solutions, professional services and printer hardware and clicks: DocSystem, a rules-based distributed print and departmental workflow application; DocRecord, a scalable document management system designed for both local and Web document retrieval; DocForm, a variable data solution for promotional and transactional printing and digital document creation; and DocTransform, designed to fix, modify and adapt troublesome legacy and enterprise print and data streams so that they will work with newer MFPs and printers.
eBusiness services that integrate their sales and marketing processes.” StructuredWeb’s managed solution integrates a ready-made suite of Web-based applications that includes CRM/SFA database, Web site management, vendor catalogs, e-mail marketing, portals, interactive forms and online customer service functionality so that dealerships may use the power of the Internet as a valuable business tool. ZyLAB www.zylab.com ZyLAB helps users secure their data, enhance efficiency and operate according to compliance initiatives. ZyLAB’s ZyIMAGE Information Access Platform offers a comprehensive document archiving, searching, retrieving, organizing and sharing solution for professionals in the legal, security, corporate governance and financial fields. Brent Hoskins, executive director of the Business Technology Association and editor of Office Technology, can be reached at brent@bta.org.
Questys Solutions www.questyssolutions.com With Questys Solutions’ document management software, companies from all industries can easily integrate paper documents, electronic files, e-mails and business records into a secure and searchable database. Designed to improve efficiencies across all operational areas, the Questys Pro software platform helps businesses cut costs and exceed profit and performance objectives. Solimar Systems Inc. www.solimarsystems.com Solimar Systems Inc. is a developer of enterprise output management, data stream transformation and electronic document delivery technologies. The company’s solutions streamline the document delivery process and reduce the costs and inefficiencies commonly associated with traditional distribution methods. StructuredWeb www.structuredweb.com StructuredWeb’s mission is “To empower small- and midsized businesses with the best in affordable and easy-to-use w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6 | 17
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Web-to-Print Solutions Driving page volume & revenue growth by: Denine Phillips, Tech-Write
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rom the mailroom to the boardroom, everyone in business faces tight deadlines on print jobs. The question: How can you manage that workflow to minimize turnaround times and maximize efficiency? Online printing tools have emerged in recent years to answer that call. Referred to as Web-to-print solutions, this technology is rapidly gaining traction in the productionprint arena. Using Web-to-print services, print buyers have a valuable resource at their fingertips, one that saves time and money. And print providers have an efficient way to quickly capture, process, track, report and bill orders; there’s no more struggling with incomplete e-mail messages or phone orders.
variable data printing (VDP), credit card billing, purchase approvals, transaction authentication and automated pricing. The focus of this article, however, is on the big picture — the value proposition that makes Webbased print job submission an attractive revenue opportunity.
Two of the DSF Players “With print e-commerce, we’re talking about centralizing workflow, creating a conduit for customers to order print media from a staffed print center,” says Jim DiGruttila, Ricoh Corp.’s high-volume product marketing manager. “The unique buying experience provides customers with a The cover of Canon USA’s online brochure convenient on-ramp to the digital production workflow. So, besides for EFI’s Digital StoreFront product. attracting and retaining customers, we’re driving increased document volume on the back-end.” Ricoh offers EFI Digital StoreFront (DSF) and MicroPress How it Works In brief, Web-to-print enables users to upload files (from solutions through its direct and dealer sales forces, across home or an office PC) directly to a remote print center, along all its brands. Doing so, says DiGruttila, provides Ricoh with with a complete set of instructions (job ticket). They can also “an easy turnkey solution that is attracting a lot of attention order pre-printed media from a catalog, request an estimate in our high-volume production environments.” Canon U.S.A. Inc. is attracting similar attention. “We are or track job status. From a user perspective, the Web-to-print process is seeing a lot more interest in the Web-to-print space with insimple, much like ordering a book online, complete with plant CRDs that are servicing the various functional areas of shopping cart and checkout. However, there are sophisti- the organization, as well as print providers,” says Forrest cated back-end processes taking place with every print e- Leighton, product marketing manager for the Production Printing Division. “For the print providers it provides a critcommerce transaction. Monitoring, management and much more goes into a ical link to their customers and enables them to benefit from complete print e-commerce solution. And optional modules the recurring revenue stream these types of systems enable. “Our EFI Digital StoreFront solution gives users a very are available to extend that functionality, adding features like 18 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
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simple GUI, or Web interface, to order their print materials,� he continues. “Receiving a print-ready PDF makes it much easier for the print center, and on items that are used over and over again, they can actually set up a catalog.�
Front is create a single portal so that anything that’s going down to the print center gets funneled through one place,� she says. Renee Heiser, manager of workflow marketing for Xerox Corp., echoes Matt’s comments: “Print shops have jobs coming in from all directions.� She explains that after print buyers specify their requirements, Xerox’s Web-toprint solution, FreeFlow Web Services 5.0 (powered by Press-sense), passes that information all the way down the production chain, without having to type it in, saving time and reducing errors. “Web-to-print solutions are really about automating the process and making it easier for both the print buyer and print provider,� she says.
“... The printer needs to have a segment of its work where the only labor that touches it is someone taking the finished product off the output tray.�
The Developer’s Perspective Jennifer Matt, EFI’s senior product marketing manager, sees a parallel between Web-to-print and ATM machines. “I think of Digital StoreFront as being the ATM machine,� she says. “All those easy jobs — people taking $20 out every day. Banks taught us that we don’t have to go in and talk to a teller and it saved them a lot of money. Likewise, the printer needs to have a segment of its work where the only labor that touches it is someone taking the finished product off the output tray. “The data drops into a print queue in Digital StoreFront for the operator to view,� she explains. “If the job is approved, with one click the operator can push the job and the instructions to the Fiery controller. There’s no duplicate entry at the controller; proactive communication that doesn’t involve labor at the print center means less room for error and higher productivity.� Matt emphasizes that EFI’s focus is on providing print buyers with an intuitive front-end that blends seamlessly with the back-end. “What we’ve done with Digital Store-
The Value Proposition Steve Adoniou, a consultant with market research firm InfoTrends, believes that the value proposition with this technology is efficiency. “Web-to-print is one of the significant workflow components of an efficient print production environment,� he says. “In the past, by the time the customer service rep picked up the phone, wrote down some basic job information and posted the received file to an email, five to ten minutes or more had passed. “With Web-to-print solutions, that same job is in the print
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modifications need to be made to the queue within seconds, making print proIf a dealership has system, the customer would rely on the duction far more efficient and employees someone certified dealer to implement the changes; the more productive,” he continues. “In this for DSF, it can retain dealer would charge professional servprocess, other solutions come into play ices for those changes.” that allocate and manage production rethe incremental profits Leighton agrees. “Dealers who are sources and monitor productivity. These from the professional certified by EFI to support Digital Storereporting and management tools go services portion of the Front have an opportunity to build a beyond just strictly print e-commerce.” installation ...” revenue stream,” he says. “Though more The main message is that there is an dealers are relying on EFI for support, opportunity for dealers to not just sell a box, but to generate revenue from the many pages that are we’re beginning to see that change.” being printed, says Adoniou. It behooves dealerships to make it easier and more accessible for people to drive page Where’s the Action? “We are seeing a lot more interest in the Web-to-print volume to high-end printing systems, he says. “Dealers must view print e-commerce as an easy way for space, particularly in variable data printing (VDP),” says the print buyer to order more media from a print center,” Leighton. “Looking at VDP from a printer’s perspective, they says DiGruttila. “That means more clicks and bigger produc- are looking for ways to add value. You keep hearing about tion engines. Dealers will make money not only on the initial the commoditization of print. What’s happening now, espesale of Digital StoreFront, but also on hardware sales and cially in the small- and mid-level print shops, is they are looking for ways to differentiate themselves. Just consider support, including service and supplies.” Adoniou notes that some revenue can be obtained by the ‘Do Not Call’ legislation that was passed. Companies offering technical support. Depending on the solution that had relied on telemarketing to generate revenue ported provider, they may offer the dealer a percentage of the that over to direct mail — with color devices playing an annual maintenance agreement. The dealer is then respon- important part.” Nobody is just going to “buy a copier” anymore, says EFI’s sible for providing first-line support, delivering updates, Matt. “They want to hear a bigger story or a more integrated upgrades and new versions of the software. “If the dealership is allocating resources to support one story,” she says. “People want one place to provide all the license, it isn’t making money,” says Adoniou. “But support products and services of their print shop, and that goes from 10 or 20 or more licenses a year and the fees are coming in. the copy shop in the basement of a law office all the way to large commercial printers.” That’s where the push is, to get at that piece of the pie.” Heiser notes that Xerox has had a lot of success with Xerox’s Heiser feels very strongly that when you put in a Web product you use it and you make sure your customers FreeFlow and its DocuTech line in government, school and are aware of it — and you are going to drive up the page healthcare accounts, both in in-plant and enterprise environvolume. Ultimately, that increase in volume drives more ments. “Now, with the introduction of Web Services 5.0, we engine placements. And as print providers realize greater have some unique capabilities that will open up new workflow efficiencies, they can offer responsive, 24/7 service markets,” she says. “FreeFlow Web Services 5.0 has the ability to integrate with some of our document repositories that are that creates a recurring revenue stream. “Dealers can make money on all phases of the sale, de- prevalent in a lot of in-plant customer accounts. We can link pending on their participation,” says Kay Fernandez, Web Services to DocuShare, which makes it easy for users to Toshiba America Business Solutions’ director of product view, order and print their documents.” With the launch of 5.0, Xerox is going after the commermarketing. Toshiba also offers the Digital StoreFront solution. “If a dealership has someone certified for DSF, it can cial printers as well. “Commercial printers have got to be retain the incremental profits from the professional serv- making sure that they are easy to get to, and the Web is certainly the way to do that,” says Heiser. ices portion of the installation and maintenance.” EFI targets four vertical markets within in-plant and “Also, certified dealerships can make plenty of incremental profits by contracting themselves as the programming facility management (FM) operations — legal, health care, element for their customers using DSF,” she says. “When financial services and education — what Matt considers 20 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
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“captive audiences.” She adds, “We also Matt stresses that the user can control “We also target two target two groups of non-captive audicosts in an office by printing to the right groups of non-captive ences, where people do business with device. “A lot of people may be printing audiences, where anyone. That’s your retail print for pay, lengthy black-and-white documents to a including mom-and-pop franchises, color multifunctional device because it’s people do business with and the huge box stores, like Staples, right around the corner,” she says. “Conanyone. That’s your retail Office Max and FedEx Kinkos. Then you sider the money savings when you get print for pay ... and the have the commercial offset sector that that file to the production-level mahuge box stores ...” are now getting into digital workflows.” chines. The labor is sitting there, already With its entire Aficio line, Ricoh is paid for. Those are fixed costs. You’ve pursuing the usual suspects — commercial printers, print- got to extend your services to reach a wider audience, and at for-pay, CRDs, data centers and in-plant shops. “The objec- the same time enable your customers to tive is to add value to the Aficio installation by enabling the rein in costs.” customer to improve customer service and streamline operDenine Phillips of Tech-Write LLC, ations,” says DiGruttila. Annandale, N.J., is a freelance writer who Regardless of your target market, an important message serves the digital imaging industry. She that must be communicated to every potential customer is can be reached via e-mail the ability to control costs through print e-commerce. EFI’s at denine.phillips@patmedia.net.
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Integrated Solutions Cementing relationships with your customers by: Bill Flesch, Gordon Flesch Company Inc.
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n today’s office technology environment, it is now recognized that office technology dealers must do everything they can to give their customers the tools that will help them get their jobs done as easily and efficiently as possible. As it continues to rapidly bridge the gap between the digital and paper worlds, technology allows more efficient management of files along with the ability to better integrate the information they contain into the normal, but critical, everyday workflow. Most organizations lack the resources to independently identify technology strategies for correcting inefficiencies and addressing opportunities for improving their business processes. Dealers can play a key role in updating and streamlining customers’ technology. In doing so, dealers can provide the benefits of keeping their customers on the cutting edge, laying the groundwork for continuous improvement and further cementing the relationship between customer and dealer. As part of the continued explosion in technology, dealerships need to provide more than a collection of traditional, off-the-shelf equipment and software. They should also offer more customized solutions that can link and tailor multifunction equipment and software to support very specific, individual functions within the context of a company’s business processes. Customization offers new opportunities to increase a customer’s productivity and reduce costs 22 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
by reducing the number of hours the customer’s staff members typically spend performing document management and distribution operations and allowing them to focus on their core business. The evolving trends in office technology are helping drive increased integration possibilities. The office copier that prints, faxes and scans now also has an embedded programming platform that allows virtually limitless customizations. That is why dealerships should focus their developmental, partnering or purchasing efforts on equipment with turnkey software and connectors that are easy to install and use. As a result, client companies can immediately reap the benefits of their solutions and, when customizing is required to complete the workflow, the tools are there. Bottom line: office technology continues to provide more tools to increase productivity. The Paradigm Shift That said, we are now in a time of total paradigm shift in the way dealerships must sell and market their products. Dealers must recognize that they should not be just selling copiers, printers or scanners anymore. They need to be business consultants — recommending and selling multifunction devices, application software system connectors and the customized programs to tie them all together. In addition, dealers should be selling professional services and ongoing customer support to keep the
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Focus on the Customer total, integrated solution current and “When implemented Technology that enables customized, operating smoothly. and supported properly, integrated solutions should be emLike in many other industries, office customized and braced by dealers everywhere. It protechnology dealerships should be vides limitless opportunities as we stay shifting from product selling to soluintegrated solutions focused on the business needs of our tions selling. This could be a very diffican ensure continued, customers’ and prospects’ unique cult transition for many in the business. long-term commitments needs. The payoff will be huge. Think Dealers must commit to investing in and relationships ...” about it. Through advancing techthe infrastructure and the technical nology, dealerships can help customers: personnel required to provide these Integrate document management smoothly with solutions and services. There are countless software packages being created, existing applications; Empower their staff to share information more effecbut the specialty software houses doing much of the develtively; opment many times simply do not have the infrastructure Provide intelligent, fast document search, retrieval and to support the solutions. There are only a handful of these that are anywhere close to where they should be — and distribution; Reduce paper-related costs; need to be — to provide not only the programming services Enforce consistent records policies across the organibut the long-term support. zation; Ensure long-term document accessibility and preservaThe Market Continues to Expand Document management is a business process found in tion; Adhere to and simplify compliance in multi-regulatory any size organization in any industry. Some of the customized, vertical software solutions that have emerged environments. As time passes and we become more familiar with how very quickly include insurance, medical, legal, title and mortgage applications. These are industries in which com- to develop and sell these customized, integrated solutions, panies handle large amounts of paperwork and spend a we will have a tool kit full of software and connectors that lot of “person hours” handling that paper. Also, there will allow us to interface into many different products and netbe creative applications that dealers are going to be works in an office environment. Likewise, as dealerships become more adept in creating exposed to based on some emerging and very unique busisoftware applications, whether they are vertical or horiness process requirements of their customers, prospects zontal, dealership sales professionals can put in a “custom and partners. Within these high-volume document markets and tailored solution.” A sales professional can take those others that are constantly emerging dealerships have the solutions to customers and say, “Here is a complete solugreatest opportunity to provide customized, integrated tion that we fully support. You don’t have to interface with solutions. Larger dealerships, like the Gordon Flesch computer hardware vendors. You don’t have to interface Company, have the infrastructure necessary to provide with a customer support phone number that takes you solution consulting, hardware, software and critical somewhere else. You know it’s a complete solution taio n g o i n g a n d l o n g - t e r m t e c h n i c a l s u p p o r t o n - s i t e , lored for you by a trusted supplier who will provide longterm support.” remotely and by telephone. Bill Flesch is vice president of Gordon Flesch Through an established organizational infrastructure, a Company Inc., based in Madison, Wis. Founded in 1956, dealership can offer the benefits of a fully supported soluit has has grown to become one of the tion. When implemented and supported properly, cuslargest independent dealerships in the tomized and integrated solutions can ensure continued, United States and employs more than 800 long-term commitments and relationships with all your people working from seven branch valued customers. The reason? Because your dealership is locations and 12 satellite offices. the one that provides the unique solution; it is the only Visit www.gflesch.com. one the customer turns to. w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6 | 23
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COURTS & CAPITOLS
Dishonest Employees How to thwart reps & techs from taking your profits by: Robert C. Goldberg, General Counsel for the Business Technology Association
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On service calls, contact the customer after ave you ever caught a trusted Small businesses are the call to determine if ever ything was employee stealing from your especially vulnerable handled properly. This is of particular company? Indeed, small busiimportance with “time and materials” calls. nesses are especially vulnerable to embezto embezzlement and If the technician is running a side business, zlement and dishonest employees. dishonest employees ... you are likely to determine such by speaking Moreover, studies indicate small busiSmall businesses are with the customer. Take an inventory of nesses are not likely to survive the impact not likely to survive the parts in the dealership as well as in service of such losses. Whether it is a salesperson impact of such losses. vehicles. Many companies have installed or a technician who decides to go into GPS systems in service vehicles to track business for himself with your inventory, where vehicles are at all times. Some GPS systems can be protools or parts, the losses can be substantial. You can lessen the chances of loss by instituting the fol- grammed to set off an alarm if the vehicle enters a specific area. Lead by example. Taking inventory home for personal use lowing polices and procedures to protect yourself. Establish checks and balances. Have different people open without paying for it sets a bad example. The same can be said the mail, make deposits, process payables and reconcile the for taking cash from the till because you did not have time checking account. Review the significant payables and to go to the bank. Establish an employee discount policy for underlying bills. Insist that all your employees take their personal purchases. If you do not, your employees may estabvacation. A great deal can be learned when one is not there to lish a much more generous policy. Consider implementing a profit sharing plan entitling qualicover his or her scheme. Have your external accountant spot check specific areas fied employees to share in the company’s success. Let your of your business on a rotating basis. Invite your accountant employees know that theft may reduce the contribution and to make specific recommendations as to your business prac- their share of profit sharing. Have an open door policy and tices and how to improve them. Determine if your bank encourage employees to discuss any concerns they may have. Routinely perform background checks as part of your hiring can electronically provide you with daily detail regarding procedures. Much of the information one seeks is now availyour account. Join a peer group that compares results and establishes able on the Internet, including court records. Place security cameras near the back door and any less frebenchmarks. In effective groups members share experiences and solutions. Benchmarks will provide a measurement for quently used door. Even if you do not have time to review the your own results. (BTA members may apply for membership tapes, the camera itself is a deterrent. Finally, establish a reward policy. If an employee discloses disin three BTA-affiliated peer groups: Business Products Council honest conduct of another there should be a financial benefit. Association, Select Dealer Group or XSCEND Performance Services.) If a particular financial area is significantly out of Nobody likes a tattletale, but everyone needs money to live. If range, it deserves further examination. Determine if there are an employee does not wish to identify himself, an anonymous any industry-wide studies of the cost of doing business. This communication can be left in the president’s in-box. As long as there are employees there will be employee theft. would provide another tool to measure your results. Discuss your insurance policy with your broker or agent. Deter- Examine your procedures and establish safemine what is covered regarding employee dishonesty and what guards to protect yourself. Robert C. Goldberg is general counsel for the additional endorsements may be purchased. Most insurance Business Technology Association. He can be companies require charges be filed with the police in order to be reached at robert.goldberg@sfnr.com. Members eligible for coverage. If you are not prepared to bring charges, may call BTA Legal Services at (800) 869-6688. purchasing insurance for theft is not a good investment. 24 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
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EDUCATION CALENDAR BUSINESS TECHNOLOGY ASSOCIATION • October 2006
EDUCATION CALENDAR October 20-21 BTA Southeast “Fall Colors” Conference
Waynesville, NC For details or to register, visit www.btasoutheast.org or call (800) 234-8996.
November 6-7
Service Manager Program Seattle, WA This intensive two-day workshop, presented by MOTIVE8S Inc., will provide office technology dealership service managers with improved management techniques and enhanced team productivity. The goal of the program is to help service managers improve consistency, accounting and productivity through the development of new mindsets, strategies, processes and tactics. The first area of focus is leadership: How to manage individuals and the service team with a consistent management process. The second area of focus is team development: people development and training; team staffing and recruiting; accountability standards; daily, weekly and monthly communications; and motivation, recognition and service team meetings. For information, call MOTIVE8S at (515) 210-2136. Register at www.bta.org. BTA dealer members may use their $150 discount coupon for this class.
19-20 FIX: Cost Management for Service Workshop
Hartford, CT Learn proven service management and customer service strategies to use in your company. Costing out the service hour, effective and profitable maintenance agreements, efficient vehicle operations, reducing personnel turnover, competitive compensation plans and identifying profit-making opportunities through the service operation are issues that are critical for success. Receive service department worksheets and action plan templates, sample maintenance agreements, cost/price spreadsheet templates on CD and a handy workshop reference manual. BTA dealer members may use their $150 discount coupon for this class.
January 12-13 FIX: Cost Management for Service Workshop
Cypress, CA
For a full list of upcoming BTA and other educational seminars or to register for BTA seminars visit www.bta.org or call (800) 843-5059.
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MEMBERSHIP APPLICATION PART 1 – COMPANY INFORMATION Company Name: Street Address:
PO Box:
City:
State/Province:
Phone: (
)
Fax: (
ZIP/Postal Code:
)
Country:
Web Address:
May we communicate with you via facsimile and/or electronic mail? Yes No May we include your fax information in the BTA Membership Directory? Yes No May we include your e-mail information in the BTA Membership Directory? Yes No Occasionally, BTA makes its member list available to companies who wish to present opportunities to our members. If you prefer not to receive such information, please check here: Contact Names (first name listed receives all mail): Principal Contact:
Title:
E-mail Address:
Sales Contact:
Title:
E-mail Address:
Title:
E-mail Address:
Service Contact: No. of locations (include parent):
No. of employees (include owners):
PART II – PRODUCT INFORMATION
OEM Authorizations:
Please indicate the products you sell (check all that apply):
Equipment/Products: Audio/Video Presentation Equipment Bar Coding Equipment Binding Equipment/Supplies Cash Registers/Point of Sale Check Writing/Protection Equipment Computers/Accessories/Parts/Supplies Copiers (MFPs) B&W/Accessories/Parts/Supplies Copiers (MFPs) Color/Accessories/Parts/Supplies Duplicating Equipment/Parts/Supplies Facsimile Equipment/Parts/Supplies Filing Systems/Electronic Organizers Furniture Identification Systems/Labeling Equipment
Mailing/Shipping Equipment/Supplies Networking Products/Services OCR Scanners Office Supplies Paper Handling Equipment Phone Answering Equipment Power Protection Printers B&W/Accessories/Parts/Supplies Printers Color/Accessories/Parts/Supplies Recycled/Remanufactured Equipment/Supplies Security Equipment/Systems Shredders Software Development/Sales/Support Time Recording Equipment
Typewriters/Accessories/Parts/Supplies Other:
Services: Circuit Board Repair Consulting Equipment Rental Financing/Leasing Insurance Internet Solutions Publication Service/Repair Training/Education Other:
PART III – MEMBERSHIP Categories, Classifications and Investments Retail Dealer/VAR Memberships
Vendor Associate Memberships
Service Associate Memberships
$430
1-10 Locations
$1,500 Annual Sales up to $5 million
$500 Annual Sales up to $1 million
$885
11-50 Locations
$2,000 Annual Sales $5-$10 million
$750 Annual Sales $1-$5 million
$2,500 Annual Sales over $10 million
$950 Annual Sales over $5 million
$1,395 51+ Locations $125
Branch Location (in addition to parent)
$100 Keylink
$150 Publications Associate
Will your OEM reimburse you for your membership dues? Call BTA at (800) 505-2821 for details. Payment Enclosed (Make check payable to Business Technology Association)
PART IV – INVESTMENT Annual BTA Dues:
MasterCard Visa American Express
Processing Fee:
$ $ 25
Card Number:
TOTAL:
$
Card Holder’s Name:
Exp. Date:
Membership dues must be submitted in U.S. funds. Dues paid to BTA do not qualify as a charitable tax deduction, but do qualify as a business expense. $45 of the annual dues pays for your subscription to Office Technology magazine. I hereby apply for BTA membership: Signature: Date: Don’t let my membership lapse! Renew my membership using this credit card number at the end of my membership year. Return to: Business Technology Association, 12411 Wornall Road, Kansas City, MO 64145 Phone: (800) 505-2821
Fax: (816) 941-4838
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Join online at www.bta.org
Oct. 06 OT
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SELLING SOLUTIONS
Practice Makes Perfect Salespeople should rehearse for customer meetings by: Steven Power, Sales & Marketing Solutions International
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presentation of every proposal to the fter a three-year layoff I had my golf Just imagine how much manager prior to presenting it to a clubs re-gripped and decided to get additional confidence, prospect. During the rehearsal presentamore serious about the game. I tion the manager should ask a few pointed headed to the local practice facility, which comfort and improved questions and even throw out three to four offers a driving range, chipping and sand effectiveness the concerns or outright objections. The salesarea and putting green. After about 30 salesperson who does person should practice closing the sale at minutes of hitting balls at the range I practice, visualize and the end of the proposal presentation and begin to sharpen my focus and pick speadjust would develop ... handle a couple of objections like, “I want cific targets at a variety of distances. I to think about it.” Or, “Your price is higher worked one club at a time making adjustthan your competitor’s price.” ments and compensating with each ball until I was satisfied I Before sending the salesperson into the real world the could hit the desired shot consistently. Soon, I noticed a manager should provide feedback as to what areas the salescomfort level with each club and shot. In short, confidence. I moved on to the chipping area and again after a half an person demonstrated strengths and what areas are in need of hour I begin to nail the majority of shots and built confidence adjustments and improvements. The salesperson should then in my short game. As soon as I stepped into the sand I knew redeliver the improved presentation to himself (or herself) in from my first few attempts to hit out this was not my strength. the car on the way to the sales call. This extra investment of In fact, it became obvious it was where I needed the most work. time and effort will pay big dividends in the end. Once a salesperson experiences a simulated sales call, visuI looked around the facility and saw 25-plus guys doing the same thing — practicing, visualizing, analyzing and making alizes handling objections and hears himself articulating his adjustments. Three or four were taking instructions from value proposition he will be much more empowered to “stay pros. Another six to eight were hitting and discussing shots on message” in the real world sales environment. I realize every sales manager has little time for this exercise. with their neighbors and impromptu coaches. I wondered how many people set out on a golf course that Yet in my experience this is where the investment of time and day without even a notion of practicing prior to teeing off. effort pays off in the actual development of salespeople versus Then I wondered how many salespeople set out for a sales call, having to run out and close all the salesperson’s deals for presentation of a proposal or to close a sale that day with their them. Doing that not only takes more time and effort but mortgage riding on the outcome without even a notion of results in the salesperson developing a dependence on the practicing, visualizing, analyzing, making adjustments or manager. Training salespeople to close on their own results in building skill and confidence on the salesperson’s part leading getting some coaching before hand. Of course, many sales reps forego practicing, role playing to independence. Just imagine how much additional confidence, comfort and and training because it takes additional time and effort. Role playing the presentation of a proposal with a colleague or sales improved effectiveness the salesperson who does practice, manager could take 30 minutes and would require effort in visualize and adjust would develop leading to improved preparation. Getting feedback could require making changes results in closing the sale. Steven Power is founder and president of Sales in current methods one feels comfortable with. It is amazing & Marketing Solutions International. He has how many people will practice at a game where no money is trained more than 15,000 business-to-business on the line yet rush out to a pivotal stage in the sales process sales professionals in 19 countries. Power can be like the presentation of a proposal without any practice. reached at spower@powerselling.com. One continuous high-impact training session sales manVisit www.powerselling.com. agers can implement is to have each salesperson deliver the w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6 | 27
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SELLING SOLUTIONS
Case Study: Troyer Farms Erie Copy Products Inc. provides cost-saving solution by: Mary Beth Nagorski & Christopher Zurn, Erie Copy Products Inc.
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In the spring, workers plant ounded in 1961, Erie Copy the potatoes and during the local Products Inc. specialized in growing season, which lasts from the sale and service of copylate July until November, Troyer ing equipment in the Erie County harvests 20 million pounds of (Pa.) area. In 1985, Frederick Zurn, potatoes — enough for 60 percurrent owner and president, cent of its annual production acquired the company. With a needs. The company uses its own tremendous work ethic and detertractors to pull the loads the mined resolve, he expanded short distance to the bins, where company offerings and facilities, temperature, humidity and air which increased revenues by more flow are strictly controlled. than 120 percent. However, the Troyer Farms is the only U.S. technological boom of the new manufacturer of potato chips millennium presented a challenge Erie Copy Products’ management pose with some of that grows its own potatoes. As a to dealers marketing “copiers,” so Troyer Farms’ products (left to right): Christopher result, it can legitimately claim the organization began a transforto produce the freshest chips in mation from a hardware supplier Zurn, director of professional services; Mary Schreiber, sales director; and Frederick Zurn, president. the country! to a solutions provider. Not content to sell on price, Erie Copy Products’ sales team members began consulting The Challenge Prior to consulting with Erie Copy Products, Troyer’s docuwith businesses to evaluate processes, people, workplaces and technology. The dealership constructed a solution ment management process was causing a major strain on the based on the individual business’ needs, maximizing the company’s productivity with multiple employees dedicated return on investment by cutting costs and dramatically solely to the scanning of documents. In fact, Troyer personnel were scanning more than 5,000 invoices per day, requiring the increasing productivity. In 2004, Erie Copy Products began to examine the rapidly company to spend approximately 80 hours a week storing and growing demand for document management and made the indexing invoices. The immense amount of documents piling decision to enter the solutions market. The company aligned up also left Troyer with a storage problem. This lack of proitself with Kofax Ascent Capture, a leading provider of capture ductivity pressed them to search for a solution. technology, and SentryFile, a leader in the document management field. Partnered with these key providers, Erie Copy The Solution After consulting with key personnel at Troyer we proposed Products was able to offer its clients complete hardware and a solution. Due to its ability to make a direct connection to software solutions. the document imaging system, and in order to automate the indexing of this information, Kofax Ascent Capture software Client Profile Troyer Farms, one of the largest snack producers in the was suggested. A scanner would be used to send the invoices regional area, is locally owned and operated by the Troyer into Ascent, which would classify the documents and capture family in Waterford, Pa. The company has more than 350 the necessary information. Following the capture of this employees and distributes resale products: potato chips, information, Ascent would send the scanned invoices to the popcorn, tortilla chips, pretzels, and extruded snacks, such as appropriate filing cabinet and automatically populate the index fields. However, since Troyer printed its invoices on dot cheese twists and corn puffs. 28 | w w w . o f f i c e t e c h n o l o g y m a g . c o m | O c t o b e r 2 0 0 6
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engaged multiple users at different levels matrix printers, the quality of the images ... While marketing of the process, which allowed for a perwas poor. In order to correct this issue, we representatives are sonalized solution that ensured each paralso recommended Virtual Rescan Softgood at uncovering ticipant’s buy-in. ware to clean up the invoices and dramatiAnd third, you cannot treat document cally improve the accuracy of the Kofax opportunities, they must management sales like hardware sales. Ascent OCR engine. To quickly access the work with document Taking time to question and understand scanned invoices, Troyer would need a specialists who how your client’s processes function, comserver-based document imaging system. understand workflow ... bined with suggesting ways to improve We presented SentryFile Document Manthose processes, will not only help you agement Software because it allowed an unlimited number of users to be added to the system and pro- place the document solution, it will enable you to keep a cusvided a means for multiple users to access the invoices. This tomer for life. Mary Beth Nagorski is vice president of finance allowed Troyer to promptly deliver the invoices to its cusand administration at Erie Copy Products Inc. tomers anywhere throughout their facility. and its alliance company, the Business Environment Centre. The Implementation Christopher Zurn is director of Due to the size of the endeavor, a smooth implementation professional services at Erie of the solution was essential. The imaging process had to be as Copy Products Inc. Visit fast as possible, so a Fujitsu scanner was set up in conjunction www.eriecopyproducts.com. with a Kofax Adrenaline card, which substantially accelerated image processing. The Kofax Ascent Capture software was installed and configured to recognize various invoice templates to ensure 100 percent accuracy. Backed by the Virtual Rescan Software, which was installed and tested to guarantee the OCR software, all end-users could now view and read documents. Lastly, SentryFile was pushed out to all workstations so Troyer employees could access information simultaneously. Client Benefits Post implementation, Troyer received an immediate return on investment with a dramatic decrease in costs and substantial increase in productivity. The former 80-hour-a-week process became a 20-hour-per-week activity, yielding a 75 percent reduction in process related expenses. In addition, multiple Troyer employees were able to instantaneously access their desired information. Growing Your Results Since entering the document management industry, Erie Copy Products has learned several important lessons. First, while marketing representatives are good at uncovering opportunities, they must work with document specialists who understand workflow and technology to the fullest. They must be knowledgeable not only about your products and services, but how those offerings will impact clients’ profitability and business results. Second, your consulting team must involve every major user in the client’s process. Troyer’s chief financial officer
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They Had Very Good Ideas “The MOTIVE8S class I attended was real world. I respected the instructors’ approach to growing sales managers and, ultimately, sales representatives. I immediately saw credibility in their concepts and management protocols. They had very good ideas.” Ken Copeland President ASI Business Solutions Dallas, Texas
Building High Performance Sales & Service Teams MOTIVE8S offers both sales and service management workshops to help dealers: Increase Revenues Improve Employee Retention Make Better Decisions Create a Winning Environment MOTIVE8S accepts BTA’s dealer member $150 discount coupon for its workshops.
For more details, call (515) 210-2136 or visit www.motive8s.com. Register for upcoming MOTIVE8S workshops at www.bta.org.
ADVERTISER INDEX Ames Supply Company (800) 323-3856 / (630) 964-2440 / www.amessupply.com
17
Hunter Barth Advertising Inc. (949) 631-9900 / www.hunterbarth.com
Business Products Council Association (800) 897-0250 / www.businessproductscouncil.org
31
ITEX ’07 (800) 989-6077 / www.itexshow.com
2
Color Imaging Inc. (800) 783-1090 / (770) 840-1090 / www.colorimaging.com
21
Kyocera Mita America Inc. (800) 222-6482 / www.kyoceramita.com
7
docSTAR (800) 367-5906 / www.docstar.com
13
Media Sciences Inc. (201) 677-9311 / www.mediasciences.com
3
Duplo U.S.A. Corp. (800) 255-1933 / (949) 752-8222 / www.duplousa.com
15
Niche Equipment (877) 446-4243 / www.nichee.net
FMAudit LLC (573) 632-2461 / www.fmaudit.com
11
Print Audit (877) 412-8348 / (403) 685-4932 / www.printaudit.com
5
GreatAmerica Leasing Corp. (800) 234-8787 / www.greatamerica.com
32
Toshiba America Business Solutions Inc. (949) 462-6165 / www.copiers.toshiba.com
9
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Office Technology Magazine Business Technology Association 12411 Wornall Road Kansas City, MO 64145 (816) 941-3100 www.officetechnologymag.com www.bta.org
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