September 2014 Office Technology by Business Technology Association

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CONTENTS Volume 21 • No. 3

FEATURE ARTICLES 10

Cloud Services Keeping workers connected — anytime, anyplace

FEATURE ARTICLES The Technology Stack It is important for managed IT success

by Jim Burns Collabrance LLC

by Brent Hoskins Office Technology Magazine

It used to be that a “cloud” was no more than one of those puffy things in the sky. The Oxford Dictionary offers us this definition: “A visible mass of condensed water vapor floating in the atmosphere, typically high above the ground.” Oxford also defines “cloud” as “a network of remote servers hosted on the Internet and used to store, manage and process data in place of local servers or personal computers.” When you think about the word “cloud” what are you most often doing? Looking up or looking forward?

Many service providers have expanded their offerings, future success and relationships with customers through managed IT services. Managed IT success depends on the ability to consistently provide the highest level of service via proactive maintenance.

COURTS & CAPITOLS Employment Applications It is time to remove the conviction box

Capture the Magic BTA West hosts district event in Las Vegas

by Robert C. Goldberg BTA General Counsel

Due to recent changes in the laws of many states, it is time to review your employment application. Often, the very information that could influence a hiring decision is precluded from an employer’s consideration. In many instances, criminal convictions are off limits.

by Brent Hoskins Office Technology Magazine

With a focus on all that is new in the office technology industry, BTA West hosted its annual Capture the Magic district event Aug. 7-8. The event was held at the Bellagio hotel in Las Vegas, Nev. Capture the Magic featured a keynote workshop by Jaynie Smith, president and CEO of Smart Advantage. There were also six educational sessions. Each session focused on adapting to changes in the industry. The schedule also included a welcoming reception and a Cirque du Soleil Beatles LOVE performance at the Mirage.

P R I N C I PA L I S S U E S A Race to the Bottom Look at unmanaged meter clicks in your accounts

by Mike Lamothe Office Document Consulting

It is no secret that our industry has been undergoing change. What worries me is that this time, the change is hitting the core of our businesses. With the increased presence of manufacturers competing with dealerships, we have fallen into the trap of reducing prices.

The Evolving Workplace Overcoming BYOD & mobile print obstacles by Dennis Amorosano Canon U.S.A. Inc.

More than seven years after the introduction of the iPhone, which ushered in the ubiquity of smartphones for both business and personal use, many companies still struggle to create and enforce bring-your-own-device (BYOD) programs that promote employee flexibility, productivity and security in equal measures. Mobile print has lagged even further behind, with many companies’ programs either undefined or unclear to employees. Why has the promise of a truly mobile workforce thus far failed to materialize?

D E PA R T M E N T S Business Technology Association

• BTA Calendar • BTA Highlights

Executive Director’s Page

BTA President’s Message

Advertiser Index

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EXECUTIVE DIRECTOR’S PAGE

BTA Launches New Marketing Workshop

recent article in the Harvard Business Review reports that business decision makers are, on average, 57 percent of the way through the buying process before they contact a vendor or a sales rep. Clearly, the buying process has changed. Most of the initial research is done online. So, if your dealership is not involved in this online research by your prospective customers, you may not even get a shot at the deal. So, the questions are: Has your dealership adapted to this new buying process? Or, are you overwhelmed, and perhaps confused, by the many local seminars and Internet articles from online marketing people that make big promises, but do not really understand the office technology industry? BTA is here to help. I am pleased to announce the launch of our newest educational offering, the BTA Dealer Marketing Workshop. Taught by Darrell Amy, Corey Smith and Jon Mitchell of Dealer Marketing, this one-and-a-half-day workshop will help you make sure your dealership is ready to implement best practices in online marketing. Many of you know the team members at Dealer Marketing, a managed marketing services firm (providing website design, blogging, social media management, search engine optimization and lead generation services to office technology dealers) and hold them in high regard. Certainly, through articles, industry event educational sessions, etc., they have worked diligently to give back to the industry. As an attendee in this new BTA workshop, you will see real-world examples of how dealers use the Internet to generate leads, cross-sell current clients and position

themselves as local experts. Among the specific topics to be addressed in the workshop: how to turn your dealership website into a lead-generating engine; what types of information your prospects are looking for online; how to get found by the right people; and three ways social media can help your sales process. As an attendee, you will leave the workshop with an actionable plan that you can put to work in your dealership to adapt to the buying behaviors of the new buyer. Plus, each month for the 12 months after you attend the workshop, you can participate in Dealer Marketing’s best-practice conference calls. These calls will help you stay on track with your plan. You will also receive a signed copy of “A CEO’s Guide to Web Strategy” by Corey Smith. Who should attend the workshop? Dealership owners who want to understand marketing and build a plan for their dealerships; marketing managers who want to learn best practices; and sales managers who want to know how to generate leads. To ensure you receive optimum value from the workshop, the $995 tuition covers up to three attendees from a single BTA member dealership. (Non-member tuition is $1,425 for up to three people from a single dealership and includes a one-year BTA dealer membership.) The inaugural BTA Dealer Marketing Workshop will take place Nov. 6-7 at the headquarters of Muratec America Inc. in Plano, Texas. A long-time BTA member and BTA Channel champion, Muratec has offered to host the workshop. Thank you, Muratec, for demonstrating your great support of BTA once again. For more information or to register, visit www.bta.org/DealerMarketing. Space is limited, so register today. n — Brent Hoskins

Executive 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 Dennis Amorosano, Canon U.S.A. Inc. www.usa.canon.com Jim Burns, Collabrance LLC www.collabrance.com Robert C. Goldberg, General Counsel Business Technology Association Mike Lamothe, Office Document Consulting Inc. www.officedocumentconsulting.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 Briseno Membership Marketing Manager valerie@bta.org Mary Hopkins Database Administrator mary@bta.org Teresa Leerar Bookkeeper teresa@bta.org Brian Smith Membership Sales Representative brian@bta.org Photo Credits: Bigstockphoto. Cover created by Bruce Quade, Brand X Studio. ©2014 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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BTA PRESIDENT’S MESSAGE 2014-2015 Board of Directors

Join Fellow Dealers for Oct. 24-25 Event

re you ready to experience the fall season in a gorgeous mountain setting? If so, BTA Southeast is ready to welcome you to its Fall Colors Retreat, Oct. 24-25 at the Doubletree by Hilton Asheville-Biltmore in Asheville, N.C. For many years, this annual event has been held in Waynesville, N.C., but this year the event has moved to nearby Asheville to give attendees a new experience in the Blue Ridge Mountains. I have attended a Fall Colors Retreat and found it to be a very relaxing and enjoyable educational event. This year’s Fall Colors Retreat has a greater focus on networking than in years past, and special activities will kick off and conclude the event. On Friday, Oct. 24, attendees will travel to the Biltmore Estate where they will spend the day exploring the historic home and its grounds. The trip to the Biltmore will also include a private Butler’s Tour of the estate. Friday night’s dinner will be held at Pack’s Tavern, a historic restaurant located in downtown Asheville. Educational sessions will be held on Saturday morning, Oct. 25. After the sessions conclude, attendees will have time to explore the Asheville area. That evening, they will have the opportunity to network with peers and sponsors during a cocktail reception and dinner at the hotel. The educational lineup consists of a session led by Roy Serhal, regional sales manager for North America at N-able by SolarWinds, titled, “Making the Shift: How MFP Dealers are Succeeding in Managed Services.” Serhal will also moderate a dealer panel, “Growing Your Managed Services Practice.” During Saturday’s educational program, attendees will also have a chance to meet

in small groups with exhibitors for roundtable sessions. The exhibitors: Crawford Thomas, Digitek, ECi FMAudit, EverBank, Frontier Imaging, GreatAmerica, OnePak, Print Audit, ScanSource, SYNNEX and West Point Products. Registration for the Fall Colors Retreat is $159 for BTA members and $129 for an additional attendee from the same dealership. Non-member registration is $209. Registration includes the trip to the Biltmore Estate (which includes a ticket to the estate and a private Butler’s Tour), dinner at Pack’s Tavern, and Saturday’s educational sessions, breakfast, cocktails and dinner. For more information, see the ad on page 3, visit www.bta.org/BTASoutheast Event or call (800) 234-8996. In addition to the Fall Colors Retreat, BTA Southeast will soon announce details for its 2015 Winter Break event. BTA and IBPI have partnered to host consecutive events in March 2015; IBPI will hold its Regional Meeting and Annual Meeting of Members March 18-20 and BTA will follow with its Winter Break event March 20-21 at Disney’s Grand Floridian Resort & Spa in Orlando, Fla. By joining forces for these meetings, BTA and IBPI have ensured that, in March 2015, the Grand Floridian will be the “mustattend” gathering place for the industry’s leading, progressive dealership principals. “For a number of years, Orlando has been the home of the first of our two BTA Southeast district events each year,” said BTA Southeast President John Eckstrom. “Having a leading, dealer-centric organization like IBPI join us at the beautiful, relaxing Grand Floridian will take both of our events to new heights.” Watch www.bta.org/BTASoutheastEvent for more information on Winter Break as it becomes available. n — Ron Hulett

President Ron Hulett U.S. Business Systems Inc. 3221 Southview Drive Elkhart, IN 46514 ron.hulett@usbus.com President-Elect Dave Quint Advanced Systems Inc. 2945 Airport Blvd. P.O. Box 57 Waterloo, IA 50704 dquint@asiowa.com Vice President Rob Richardson Allied Document Solutions & Services Inc. 200 Church St. Swedesboro, NJ 08085 robr@ads-s.com BTA East Mike Boyle BASE Technologies Inc. 23 Francis Clarke Circle, Ste. 1B Bethel, CT 06801 mboyle@baseinc.com BTA Mid-America Dan Castaneda International Copy Machine Center 1515 Lee Trevino, Ste. EE El Paso, TX 79936 dan@icmc-elp.com BTA Southeast Gerry Purvis Purvis Business Machines Inc. 4505 Highway 39 N. Meridian, MS 39301 gerry.purvis@gopurvis.com BTA West Mike Ehlers Yost Business Systems 685 E. Anderson Idaho Falls, ID 83401 mike@yostonline.com Immediate Past President Todd J. Fitzsimons Automated Business Solutions DBA Network Imaging 122 Spring St., Ste. B3 Southington, CT 06489 tjfitzsimons@ni-ct.com Ex-Officio/General Counsel Robert C. Goldberg Schoenberg Finkel Newman & Rosenberg LLC 222 S. Riverside Plaza, Ste. 2100 Chicago, IL 60606 robert.goldberg@sfnr.com

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Cloud Services Keeping workers connected — anytime, anyplace by: Brent Hoskins, Office Technology Magazine

t used to be that a “cloud” was no more than one of those puffy things in the sky. The Oxford Dictionary offers us this definition: “A visible mass of condensed water vapor floating in the atmosphere, typically high above the ground.” While that definition will forever endure, now there is an additional definition. Oxford also defines the word “cloud” as “a network of remote servers hosted on the Internet and used to store, manage and process data in place of local servers or personal computers.” Today, when you think about the word “cloud” what are you most often doing? Looking up or looking forward? Increasingly, dealers are looking forward. That is, they are recognizing the power and significance of our newest cloud as an integral part of their future. Fortunately, many dealers would agree, it is particularly helpful that their long-time technology partners are making the ascent into the cloud a painless journey. In the past 18 months or so, MFP manufacturers have announced various cloud-focused initiatives, each designed to help dealers better fulfill growing demand among workers to stay connected — anytime, anyplace. “The world has changed,” says Vince Jannelli, director of software and solutions product management at Sharp Imaging and Information Company of America, which introduced its Cloud Portal Office solution in November 2013. “People now need access to [business] content from their mobile devices and from their traditional computing devices. They need access to it wherever they are located.” This is not to say that the cloud is simply the new best friend to mobile workers — those who spend their days away from a desk, in the field or at a remote location. True, that is a part of it. However, the broader view is that the cloud provides all workers access to information when

they are mobile. Think about the office worker who occasionally travels and needs to maintain access to business information. There is also the worker who wants to take care of some work from home after hours or the worker with a mobile device in hand, sitting with others at a table in a conference room, needing access to some specific information. “It is not so much the mobile worker,” says Craig Temple, director of software marketing at Ricoh Americas Corp., regarding the target for the company’s Integrated Cloud Environment (ICE), launched in July 2013. “At Ricoh, we are focused on making information work for our customers and that means ‘information mobility.’ Workers need access to information anywhere, anytime and cloud technology helps make that possible.” Nick Pegley, vice president of marketing for All Covered IT Services, a division of Konica Minolta Business Solutions U.S.A. Inc., offers a similar perspective, emphasizing the focus on access to information. “We have computers, tablets, smartphones and MFPs, as well as routers, that get us onto the Internet,” he explains. “These things are now closely connected in terms of the way we manage them and the way they connect and share information. So, ultimately, at the end of the day, it is about information management. Fundamentally, that is what we are doing.” How is Konica Minolta, through All Covered, providing dealers a means to help their customers manage information in the cloud? In November 2013, the company announced that it was expanding the IT services available to its dealers to include cloud services. Specifically, Konica Minolta dealers can now offer virtual servers to their customers, as well as cloud backup for local servers and cloudbased business continuity services. Pegley makes the case for a virtual server as a replacement

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for an aging, traditional on-site and creates a single reserver. “First, it is certainly a pository of electronic “ICE provides the best of point of potential failure if, for documents that are acboth worlds, because there example, you have a water pipe cessible from tablets, is no barrier to entry. You burst or a fire,” he explains. “Secsmartphones and tradon’t need highly skilled ond, there is limited access in the ditional PCs, as well as people to install, configure sense that the server is fine when from Sharp’s AQUOS and maintain it. All you you are sitting in the office, but Board interactive display is not set up for the traveling emsystems and Sharp OSAneed to do is focus on ployee or the worker at home in enabled MFPs. uncovering opportunities.” terms of access to information. “From a dealer’s per— Craig Temple And third, there is a lot of capital spective, Cloud Portal Ricoh Americas Corp. tied up in the server, and you are Office is a very easy step looking at having to replace the to get into cloud services equipment every three years or so.” in a way that really just extends the functionality of the hardToday, says Pegley, Konica Minolta dealers can offer their ware platform that they are already selling,” Jannelli explains. customers data processing and storage that resides in a data “It not only extends the value of what they are providing today, center that is accessible from anywhere. That is, the server but it also provides a recurring revenue stream.” space used by the customer is located in highly secure, speJannelli notes that the revenue stream is generated at a cialized facilities in multiple cities “so that there is not just rate of “roughly” $10 per month per user, but how does it exa single point of possible failure,” he explains. “Nowadays, tend the functionality of the MFP? By leveraging its scanwith high-speed broadband available in pretty much every ning capability. “The scanned document can be stored in city, workers can connect to the server just as if it were local, the cloud with any other data that you want to store,” he but with a virtual server it doesn’t matter whether they are says. “Plus, you can share scanned documents across your in the office, mobile or at home. Plus, the data is completely organization with employees who are mobile. So, not only protected and backed-up in a very safe place.” are you providing the hardware platform that is the onOffering customers a virtual server “is a way for the deal- ramp for documents, but you are providing a service that ership to participate and resell these services, and generate allows users to access content from multiple platforms.” a monthly revenue stream,” Pegley says. “It allows dealers to At Ricoh, the focus is on connecting users via the Ricoh talk to customers about transitioning to a more flexible way MFP to a wide range of cloud services for document storage, of handling data processing without having to establish management and printing. When ICE was first introduced, data center relationships or have the hardware. They don’t it provided connectors to 16 industry-leading cloud services have to go out and design it because we’ve done all of that such as Google Drive, Dropbox and Evernote. Today, says for them.” Temple, Ricoh offers connectors to approximately 30 cloud If the Konica Minolta dealer is interested in cloud ser- services. “Our goal isn’t to have a number of apps just for the vices, but prefers to transition over time in terms of provid- sake of having apps,” he says, noting that Ricoh is now deing virtual server capabilities to customers, cloud backup veloping some of its own apps and cloud services accessible services could be the dealer’s initial offering, says Pegley. In via ICE. “We are focused on the apps that can really impact addition, he says, the dealer could offer cloud-based busi- business processes, actually becoming an integral part of a ness continuity. “Continuity solutions basically keep a con- company’s workflow.” tinuous backup,” he says. “So, in the worst-case situation, if Unlike software solutions that require a “significant inyou [the dealer’s customer] lose a local server, this backup vestment,” the need to train technicians, as well as ongoing ‘wakes up’ and becomes a temporary server. You actually maintenance and troubleshooting at customer locations, switch to running your business off of the backup. There is “ICE provides the best of both worlds, because there is no a single command where you can redirect all of your users’ barrier to entry,” Temple says. “You don’t need highly skilled computers to work off of the standby continuity solution.” people to install, configure and maintain it. All you need to As noted, Konica Minolta is not the only MFP manu- do is focus on uncovering opportunities.” facturer to offer its dealers an opportunity to enter the Temple notes that ICE allows Ricoh dealers to “differenticloud services business. Sharp’s Cloud Portal Office so- ate their hardware” from the competition, as well as generlution, for example, provides secure access to business ate an additional annuity stream. While Ricoh charges the content, facilitates both remote and in-person collaboration, dealer an annual fee for the service, “the dealership could, 12 | w w w. o f f ic et ec hno log y m a g.c om | S e p t e m b e r 2 0 1 4

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Pegley notes that while the dealer an annual fee for the revenue stream from the service, “the dealership “Every time you sell cloud cloud services may be minicould, for example, roll its services, it just adds to the mal with early customfee to the customer into the revenue stream coming in ers, it will only increase lease or charge a monthly monthly from what you sold over time and can become fee otherwise,” he says. “It is previously. Yes, you are substantial. “It is not once solely up to them.” having to do some work, and done,” he emphasizes. Are you looking forward, but you now have a new “Every time you sell cloud seeing how cloud services services, it just adds to the may become an integral recurring revenue stream ... ” revenue stream coming in part of your dealership’s of — Nick Pegley monthly from what you sold ferings? Or, are you thinkAll Covered IT Services previously. Yes, you are having: “I am just going to ing to do some work, but you hold off for now. What’s the hurry?” While the MFP remains the focal point of the tradi- now have a new recurring revenue stream tional office technology dealership, ignoring cloud services that just keeps growing into a great asset for “narrows your potential field of business opportunities,” your dealership.” n Brent Hoskins, executive director of the Pegley says. “If you decide not to pursue cloud services this Business Technology Association, is editor year, it is not like your business is going to stop, but if your of Office Technology magazine. He can be customers are looking for these services, they are going to reached at brent@bta.org or (816) 303-4040. go someplace else.”

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Capture the Magic BTA West hosts district event in Las Vegas by: Brent Hoskins, Office Technology Magazine

ith a focus on all that is new in the office technology industry, BTA West hosted its annual Capture the Magic district event Aug. 7-8. The event was held at the Bellagio hotel in Las Vegas, Nev. Capture the Magic featured a keynote workshop presented by Jaynie Smith, president and CEO of Smart Advantage. There were also six additional educational sessions. Each session focused on adapting to changes in the industry. They were: “The New Future,” led by Frank and Charles Cannata of Marketing Research Consultants; “The New Business Plan,” led by John Hey of Strategic Business Associates; “The New Sales Strategy,” led by Chris Ryne of Growth Achievement Partners; “The New Service Strategy,” led by Jerry Newberry and Jeffrey Kelly of Pros Elite Group; “The New Team,” led by Sally Brause of GreatAmerica Financial Services; and “The New Opportunities,” led by Keith Kmetz of IDC. The schedule also included a welcoming reception and a Cirque du Soleil Beatles LOVE performance at the Mirage. The exhibiting sponsors: Balboa Capital, Barrister, Continuum (Aug. 7 Reception Sponsor), Crawford Thomas, Densi, Digitek, ECi e-automate, ECi FMAudit, ESP/SurgeX, EverBank, Evolved Office, Fonality, Frontier Imaging (Aug. 8 Lunch Sponsor), Global Printer Services, GreatAmerica Financial Services, Image Star, Lexmark, LMI Solutions (Aug. 8 Breakfast Sponsor), MSE, Muratec, OKI Data (Aug. 8 Beatles LOVE Sponsor), PHSI, Print Audit, RPT Toner, Sentry Insurance, Smart Power Systems, Supplies Wholesalers (Aug. 7-8 Breaks Sponsor), SYNNEX, TonerCycle/ InkCycle, Toshiba, West Point Products and Xerox. The final district events of 2014 will be held in BTA’s East and Southeast districts. BTA East will host Grand Slam Sept. 15-16 in Baltimore, Md. Visit www.bta.org/ BTAEastEvent for more information. BTA Southeast will host its annual Fall Colors Retreat Oct. 24-25 in Asheville, N.C. For more information on the retreat, see the ad on page 3 or visit www.bta.org/BTASoutheastEvent. n Brent Hoskins, executive director of the Business Technology Association, is editor of Office Technology magazine.

Clockwise from top: BTA West’s Capture the Magic featured a keynote workshop and six educational sessions; Tom (center) and Cathy Dimon of Northern Business Systems, Fairbanks, Alaska, visit with a fellow dealer during a break between sessions; National BTA President-Elect Dave Quint presents a BTA President’s Award to Sally Brause of GreatAmerica Financial Services; Jaynie Smith of Smart Advantage presents the keynote workshop, “Why Should I Buy From You and Not Your Competition?”; Qasim Tarin (left), Yalda Tarin (center) and Jayson Beasley of Electro Imaging Systems, Livermore, Calif., work together during a keynote workshop group exercise.

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Business Planning D

Top photo: Delane Wolter, regional sales manager for BTA/MPS at OKI Data Americas, gives a product demonstration to Joe Escamilla of Document Systems, Oxnard, Calif. Middle photos, clockwise from top left: Frank and Charles Cannata of Marketing Research Consultants co-present “The New Future”; John Hey of Strategic Business Associates presents “The New Business Plan”; Chris Ryne of Growth Achievement Partners presents “The New Sales Strategy”; and Jerry Newberry and Jeffrey Kelly of Pros Elite Group co-present “The New Service Strategy.” Bottom photos, left to right: Keith Kmetz of IDC presents “The New Opportunities” and Sally Brause of GreatAmerica Financial Services presents “The New Team.”

rawing on his insight and expertise as the former president and owner of a $170-million office technology dealership and founder of Strategic Business Associates, John Hey walked Capture the Magic attendees through the key elements necessary for a business planning process to be effective. He shared his guidance in his educational session, “The New Business Plan.” Hey began his presentation by emphasizing the realities and importance of business growth. “Growth is one of the business imperatives that you are faced with right now,” he said. “You are either growing or you are not. There is no standing still. You’re either moving forward or you’re going backward. So, growth is important for you to understand.” Part of understanding business growth, he said, is recognizing that there needs to be an effective business plan. He challenged attendees to not look at the business planning process in the “old” way. Specifically, he advised attendees to think in terms of questions such as: “Why are we here? What’s the purpose of this business? What are the values?” The old way, he said, would be to think in terms of statements such as: “Here’s how we are going to do it.” The result of the “questions versus statements” approach is a strategy for “being a problem-solving organization not only internally, but for your clients as well,” Hey said. “So, when you start the business planning process, let’s not start by talking about ‘what,’ let’s start by talking about ‘why.’ That’s how you get your people engaged.” An effective business planning process starts with a vision, Hey said. “Where are you going with your business?” he asked. “What are you going to focus on in 2015? Where are you going to focus your efforts and talents? Do you have a one-year plan? Do you have a view of where your business might be in three years? What will it look like in 10 years?” Beyond a clear vision, Hey said, the business planning process must also be based on adhering to a mission that is focused on addressing the question: “Why are we in business?” There is a tendency, he said, to respond: “To make money.” That is the wrong answer, he said. “Making money is not the purpose of your business. Serving clients is the purpose of your business. Making money is the outcome of a successful business, not the purpose.” Another key step in an effective business planning process is to ensure the dealership has the right employees in the right jobs who have the right relationship with the company, Hey advised. When all three are ensured, employees “get it,” he said. “They understand the vision and the mission. They want to win. They want to be the best — the best salesperson, the best sales manager or the best service manager. They want to deliver the best results and they have the capacity to do it.” Hey cited a number of other key elements of an effective business planning process. Among them: know “your numbers” in terms of how they compare to “what good looks like” in the industry (“You better understand what your numbers are before you start to take action; otherwise you can make some big mistakes”); be willing to share information with employees about the company’s performance (“People without information can’t take responsibility; people with information can’t help but take responsibility”); and ensure there is “buy-in” within the management team in terms of the dealership’s plans for the future (“Great companies and great teams speak with one voice and only one voice”). n —Brent Hoskins www.offi cetechnol ogymag.com | Se p te mb e r 2014 | 17

BTA West Sept 14.indd 2

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The Evolving Workplace Overcoming BYOD & mobile print obstacles by: Dennis Amorosano, Canon U.S.A. Inc.

ore than seven years after the introduction of the iPhone, which ushered in the ubiquity of smartphones for both business and personal use, many companies still struggle to create and enforce bring-your-own-device (BYOD) programs that promote employee flexibility, productivity and security in equal measures. Mobile print has lagged even further behind, with many companies’ programs either undefined or unclear to employees. Why has the promise of a truly mobile workforce thus far failed to materialize, despite the widespread adoption of mobile devices? To find out, Canon commissioned a survey by Harris Poll of U.S. professionals at companies with at least 500 employees. Several interesting outcomes emerged, not the least of which is the enormous knowledge gap that exists between IT professionals and their non-IT counterparts regarding their companies’ existing BYOD and mobile print capabilities, policies and programs. Further, the survey results pinpointed several concerns that serve as obstacles to the implementation of corporate mobile workflow programs. Our survey began by assessing the current landscape of mobile technology in the workplace. We found that roughly two-thirds of companies (62 percent of our respondents) currently have some type of BYOD program and a little more than half are device- and platform-agnostic. However, while non-IT executives seem to be aware of whether or not their organizations support BYOD, they have a more limited understanding of the specific terms of the programs. For instance, 57 percent of the IT-decision makers we surveyed said their companies support all devices and platforms, compared to 23 percent of non-IT executives. Similarly, 36 percent of IT and just 12 percent of non-IT professionals said their companies only support some devices and platforms. We also delved into the prevalence of mobile print technologies in today’s organizations. We found that just half

of companies (53 percent of respondents) currently offer printing from mobile devices and tablets. As with BYOD, our survey revealed a substantial knowledge gap between IT and non-IT professionals: 67 percent of IT decision-makers said their companies offer mobile printing compared to 47 percent of non-IT executives. In many cases, it appears that non-IT executives are not even aware that they can print from a mobile device or tablet at work. These findings beg the question: Why do BYOD and mobile print program knowledge gaps exist between IT and non-IT professionals? Is it simply a matter of inadequate communication? Could IT professionals do a better job educating their non-IT colleagues on their companies’ BYOD programs? Could non-IT executives be more proactive in seeking out this information? Clearly, this lack of understanding is a major hurdle for significant employee adoption and the effective use of companies’ existing mobile technology investments. Amplifying the importance of improved communication, research suggests that flexible work styles have emerged as a new standard rather than a fleeting trend. According to Forrester, in 2010, 11 percent of employees worked in public places a few times per month or more; in 2012, 23 percent of employees said the same (“Habitat For Engagement: Unleash Workforce Potential With Agile Enablement,” Forrester Research, Inc., David Johnson and Christopher Voce, May 10, 2013). Numerous studies and anecdotal evidence alike indicate that the most motivated, career-focused people within an organization are the most likely to invest in technology that will help them better perform their jobs. This is another trend that is on the upswing: Forrester reports that in 2012, 44 percent of survey respondents said they would be willing to invest in the smartphone of their choice to use at work; in 2013, that figure had increased to 57 percent. In short, companies that fall behind on the BYOD and

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Amorosano Sept 14.indd 1

8/29/14 8:22 AM

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mobile print implementation curve are n Ability to print wherever employIT decision-makers at risk of losing their top talent. In order ees are working within their company to keep up, they must not only support (78 percent) should start by the necessary communication tools and n Ability to provide printed content communicating to their infrastructure, but also ensure interopto others, including team members, clicolleagues the ... erability between employees’ devices ents and customers (72 percent) benefits of a robust and app investments. n Convenience of accessing printed BYOD program that If BYOD programs are so essential to content created on any device, in any retaining top talent, what is getting in location (68 percent) includes mobile print ... the way of more widespread adoption beBYOD — and, by extension, mobile sides communication breakdowns? When print — is rapidly evolving from a perk asked why their companies have not yet embraced mobile — a tool for recruiting and retention — to the standard print, both the IT and non-IT professionals surveyed by Can- for how we work today. With so many companies already on were aligned in their responses: 42 percent cited security on board, now is the time for organizations that have put concerns as a major obstacle. Other reasons provided by re- off establishing BYOD programs to consider implementspondents included: ing them. Expectations are growing daily for employees to n Do not think that the ROI warrants it (18 percent) perform any function they would from a desktop computer n Insufficient support from technology infrastructure — including printing — from a smartphone, tablet or other (17 percent) mobile device. n Insufficient IT staff to provide technology support Creating or improving a company’s BYOD program is a (15 percent) valuable investment, as employees are becoming more relin Insufficient budget (13 percent) ant on mobile devices for professional use by the day. Supn Supported devices do not have the capability (12 percent) porting them technologically can make employees more n Lack of knowledge on how to get started (7 percent) satisfied and productive, which can lead to greater customAs mobility rapidly becomes a critical component to er satisfaction and revenue-generating opportunities. n how the modern workforce operates, the findings from the Dennis Amorosano is vice president of BISG marketing Canon and Forrester surveys have valuable takeaways for and CIIS professional services in the Marketing Division companies that have postponed deployment. IT decisionof the Business Imaging Solutions Group (BISG) at Canon makers should start by communicating to their colleagues U.S.A. Inc. He joined Canon in 1994 and was responsible for the capabilities and benefits of a robust BYOD program that playing a key role in bringing the industry’s first networked includes mobile print capabilities. Mobile print is a natural digital multifunction system to the market. Over the past extension of any company’s BYOD program. If a company 20 years, Amorosano has held numerous positions across allows its employees to perform work functions from a mo- BISG business units, including leading product marketing for bile device, it must also offer the capability to print from a imageRUNNER, imagePRESS, Image Capture and software mobile device. The technologies go hand-in-hand. solutions. He has led Canon’s national account organization, If security concerns are an issue, there are several ways the Solutions Business Development Division, and was IT can help alleviate them. One recommendation is to imresponsible for the establishment of Canon’s current plement software that safeguards the material being shared industry and alliance marketing operations. Amorosano also on mobile devices. Some organizations have also opted to served as director and general manager of Canon’s National create personalized “stores” of company-sanctioned appliAccount Division from 2005 to 2006. In 2006, his role was cations. These solutions allow enterprises to empower their modified and he spent three years as director and general employees to use technology that can improve the way they manager of solutions business development. Prior to Canon, work, while providing an additional layer of control. Amorosano held account management positions at Lastly, it is imperative that both IT and non-IT professionNCR Corp. and AT&T Global Information Solutions. als understand the tremendous benefits of mobile printing. Visit www.usa.canon.com. The professionals surveyed by Canon whose companies do Amorosano will be a panelist on the offer printing from mobile devices cited several benefits of manufacturer panel, “Navigating a this technology. The benefits — many of which pertain to Changing Office Landscape,” at BTA’s employees who frequently travel or work remotely — include: Grand Slam district event, Sept. 15-16 in n Flexibility of printing while employees are traveling Baltimore, Md. For more information, (79 percent) visit www.bta.org/BTAEastEvent. 20 | w w w. o f f ic et ec hno lo g y m a g.c om | S e p t e m b e r 2 0 1 4

Amorosano Sept 14.indd 2

8/29/14 8:22 AM

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WCS-1183791-WFEF-MDF-BTAAdresize8x10.75-FNL.indd 1 Wells Fargo ad May 14.indd 1

4/8/14 4/8/14 8:31 1:24 AM PM

The Technology Stack It is important for managed IT success by: Jim Burns, Collabrance LLC

hat are you doing to grow your existing customer base and revenue stream? Gartner Group predicts that 80 percent of your company’s future revenue will come from just 20 percent of your existing customer base. Many service providers have expanded their offerings, future success and relationships with customers through managed IT services. Proficient managed service providers (MSPs) and industry experts alike recognize that managed IT success depends on the ability to consistently provide the highest level of service via proactive maintenance with limited interruptions in the customer’s environment. Keeping the customer’s environment stable and reducing the likelihood of downtime are keys to protecting the relationship. Failure to do so can result in customer frustration, expensive service calls and the worst-case scenario: the customer taking his (or her) business elsewhere. In order to provide customers with the highest level of service, the choice of selecting the technology provided belongs to the MSP, not the customer. The terms “standardization” and “stack” are commonly used among managed IT providers. A “technology stack” is a consistent and standard set of quality products offered to the customer from the MSP that address the customer’s technology needs. The technology stack should apply across all customers and it should lay the foundation for a great customer experience. Selling the Technology Stack It may feel unnatural, and even awkward, to deny your prospective customer’s request for a product. MSPs offering a technology stack must explain to the customer, “The best way to obtain a high level of service with your technology needs is by having an environment that can be supported.” This can

be very challenging in a market where the competition may say “yes” to any and all prospective customer requests, simply to get the business. Successful MSPs know this conversation very well. Experience has shown that not convincing customers to standardize their technology results in countless support issues, additional billings and more pressure on the bottom line. The MSP has to sell the customer on the idea that standardized technology is best for both parties to achieve the goal of quality service. The MSP knows what is required in order to provide the highest level of service, and if the customer will not agree, perhaps that customer is not a good fit. This is a difficult message to skillfully deliver as the MSP, but it is a crucial decision in a business that is looking to profitably grow. You are in a better position to help your customers be more successful if your business is profitable and scalable. Selecting the Technology Stack This is a service-oriented business and the right products are the vehicle that help the MSP deliver. When the customer agrees to an environment determined by the MSP, what are the MSP’s options? Admittedly, every customer’s environment is not a carbon copy of the next. But, the basic network infrastructure that every customer needs likely contains the same basic elements: storage, servers, operating systems, firewalls, workstations, backup and so forth. The MSP has flexibility in its product selection and typically lands on a very specific set of products. These products have proven reliability and are familiar to service technicians, which helps to provide the highest possible level of service. When choosing a technology stack, MSPs have a number of different OEMs and distributors to choose from. Choosing

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Burns Sept 14.indd 1

8/29/14 9:41 AM

Pros Elite ad July 14.indd 1

6/25/14 11:11 AM

products and brands that are reliable, when they experience a feeling of secuA reliable technology have tech certification programs availrity knowing techs will perform at the able, offer regular updates and carry a high level of service that was promised stack provides the solid warranty plan all help to protect when they closed their sales. This sense customer with the the relationship with the customer. of security can take time to mature, comfort that the The technology stack offering should but it is key in developing a sales staff MSP handles the at least include everything needed for that is consistently selling the concept infrastructure from the basic platform with the exception of of standardization. Greater success on business-specific applications customthe back end of the sale builds confitop to bottom. ers require (e.g., accounting, inventory dence for the sales rep’s next discussion control, CRM, etc.). with a prospective customer. Certain OEMs or distributors may be willing to provide Additionally, success reinforces the model in the minds pre-defined elements of the technology stack and may com- of the reps and can help to limit the occasional requests for plete the configuration prior to shipping for an incremental exceptions from customers. The stack becomes the MSP’s cost (e.g., loading the base operating system on worksta- own product line and may result in a more predictable busitions). This option provides the benefit of reducing the ex- ness review, allowing for opportunities to set the customer’s pense of in-house techs completing this process. Addition- expectations for future upgrades — upgrades that are impleally, MSPs may be able to negotiate better buying terms mented with limited disruption to the environment. Facilitatdepending on their product choices and the level of custom- ing upgrades is important because it helps keep the technolization required. ogy stack current. Expansion of the technology environment, added users and future replacements may all lead to additionEstablished Versus ‘Latest and Greatest’ al opportunities for increased margins on equipment sales. It would seem reasonable to always offer the customer the Introducing a financing option to the sale provides the latest and greatest widget on the market to gain a reputa- added bonus of eliminating the customer’s need to make tion for being an advanced technology provider but, again, significant upfront capital investments in new technology. proficient MSPs know better. Offering established versions Financing options also result in a predictable monthly payhelps to save on costs, which protects pricing, reduces the ment that incorporates the MSP’s complete offering. frequency and expense of additional tech training and, poExpanding your business to include profitable managed tentially, the most important benefit: the avoidance of the IT services can be challenging, but it is made easier with unforeseen issues that so often accompany new product of- a standardized technology stack offering. The technology ferings. A reliable technology stack provides the customer stack is one part of your sale that must be strong. Mature with the comfort that the MSP handles the infrastructure MSPs have already developed their own technology stacks from top to bottom. It also reduces the need to have con- and this model has proven to be mutually beneficial for both versations following a customer request for new products. MSPs and their customers. Secure the success of your future Established versions are time-tested and, if you have a stan- business by taking a look at your current technology stack, dardized customer base, efficiencies are maximized by the and focus on providing an offering with a specific list of venservice department through the ability to diagnose and dors and solutions that allow you to have a more rewarding repair without a great deal of time spent troubleshooting sales process. n new issues. A consistent delivery of service via standardizaAs vice president and general manager of Collabrance LLC, tion leads to higher levels of customer trust in the MSP as Burns is responsible for master managed service a dependable technology provider and allows customers to providers’ sales, marketing and operational directions. focus on running their own businesses, not their networks. With more than 25 years in computer technology, he has worked for companies large and small. Prior to joining Success Within the MSP GreatAmerica in 1996, Burns spent four years as Inside the walls of the MSP’s business, the benefits prohead of information technology at the vided by a consistent practice of standardization are expeFREEDOM Group, a company specializing rienced on all sides: sales, service and operations. Sales staff in insurance software. He started his members gain confidence knowing they have a consistent career at an IT VAR, serving in many pitch with limited variability. Meanwhile, techs have experroles including sales, engineering tise in the technology being sold and know that surprises and application development. are less common. This comes full circle for the sales reps Visit www.collabrance.com. 24 | w w w. o f f ic et ec hno lo g y m a g.c om | S e p t e m b e r 2 0 1 4

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EDUCATION CALENDAR September

15-16 BTA’s Grand Slam District Event - Hosted by BTA East Baltimore, Md. Have you left the past in the past? Or, in some ways, are you still operating your dealership as if it was 1994 — or even 2004 — instead of 2014? Have you fully embraced the new opportunities that are best for your dealership? Have you positioned your sales, service and marketing efforts to ensure your ongoing success? Are you headed in the right direction? 2014’s Grand Slam, open to dealers from across the country, is all about learning from recognized industry leaders who will provide the insight, guidance and tools you need to help ensure your dealership remains your market’s premier resource for office technology and services. The event will feature a keynote by Scott Maccabe, president and CEO of Toshiba America Business Solutions Inc. (TABS), a dealer panel, a manufacturer panel, five additional educational sessions and a trip to Oriole Park at Camden Yards to see the Toronto Blue Jays take on the Baltimore Orioles. Visit www.bta.org/BTAEastEvent to register. 25

Building My Business Webinar: “Leveraging Email Marketing to Generate More Leads — Tips & Best Practices for B2B Email Marketing” According to the Direct Marketing Association, email marketing brings in about $40 for every $1 you spend. If your company is not sending out at least two emails per month to your customer/prospect database, you are missing out on a big opportunity to cash in. Join Roger Jung, vice president of sales at Evolved Office Dealer Marketing Solutions, to learn tips and best practices on how to launch and manage your own email marketing campaign. Visit www.bta.org/Building MyBusiness to register.

October 1

BTA MPS Client Engagement Training Series The BTA MPS Client Engagement Training Series, led by Mike Lecak, president of Collaborative Consultant Group, consists of six one-hour, Web-based courses designed to assist participants in the following: getting the appointment; MPS value propositions; conducting the appointment; the assessment; the proposal; deal implementation; and client management. During the six-week series, there will be three one-hour, one-on-one coaching sessions in addition to the online training sessions. During these sessions, you will be working with Lecak on three of your specific accounts. You will be taking these opportunities through the sales process, from appointment through the assessment to the proposal and contract. You will have a chance to gain valuable insight while working on actual “live” prospects. Visit www.bta.org/MPSClientEngagement to register. For more information, visit www.bta.org/Education or call (800) 843-5059.

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Calendar Sept 14.indd 1

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BTA HIGHLIGHTS BTAâ&#x20AC;&#x2C6;would like to welcome the following new members to the association:

Dealer Members 1 Touch Office Technology, Torrance, CA Better Business Equipment, Omaha, NE Copy R Office Solutions, Burbank, CA Hibbard Industries, Hot Springs, AR Hilliard Office Solutions, Midland, TX Smart Image Systems, Oklahoma City, OK Tri-County Business Machines, Hazelton, PA Zeno Office Solutions, Midland, TX Vendor Associate Members Hewlett Packard, Canton, CT IMEX America Corp., Salem, OR ScanSource, Greenville, SC Wellsys USA, Gilbert, AZ For full contact information of these new members, visit www.bta.org.

For the benefit of its dealer members, each month BTA features two of its Vendor or Service Associate members in this space. BTA Vendor Associate Member ScanSource, founded in 1992 and headquartered in Greenville, S.C., is a $2.7-billion value-added distributor of specialty technology products and services, including: automatic identification and data capture; point-of-sale solutions; voice, video, data and converged communications; physical security solutions; and 3D printers and scanners. The high-growth 3D printing industry is expected to grow beyond $5 billion by 2017, and ScanSource has great capability and success in supporting value-add resellers penetration and success into new growth markets. www.scansource.com

Logical Operations offers User Productivity courseware for Microsoft Office, operating systems, business intelligence, finance and accounting, CRM and digital marketing. The courseware is delivered on a configurable, interactive and intuitive learning platform. The company also publishes the Axzo Crisp Series, which offers lessons on key and current business and professional soft skills topics. BTA members receive a 20-percent discount on User Productivity courseware and Crisp Series books. For more information, visit www.bta.org/LogicalOperations.

BTA Service Associate member Relevant CRM is a CRM consulting and implementation firm with more than 15 years of experience. The company provides advice, planning, project management, technical support and training. It can help you to build and maintain a customer database that will enhance productivity, improve responsiveness to customers and ultimately maximize selling effectiveness and customer retention. Its customized CRM solutions for the office technology industry can empower your team to operate independently, sell more effectively and provide exceptional customer service. www.relevantcrm.com

For information on BTA member benefits, visit www.bta.org/MemberBenefits.

A full list of BTA Vendor and Service Associate members can be found online at www.bta.org.

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Highlights Sept 14.indd 1

8/29/14 2:11 PM

COURTS & CAPITOLS

Employment Applications It is time to remove the conviction box by: Robert C. Goldberg, General Counsel for the Business Technology Association

ue to recent changes in the laws of many states, it is time to review your employment application. It appears that, often, the very information that could influence a hiring decision is precluded from an employer’s consideration. As with lie detector examinations for current employees, elected officials have now concluded that, in many instances, criminal convictions are off limits. There is a growing national movement to “Ban the Box” that asks an applicant if he (or she) has been convicted of a felony in the past seven years. As has previously been pointed out, it is improper to inquire about arrests due to the presumption of innocence. Currently, “Ban the Box” laws are primarily targeted at public employers; however, there are increasing efforts to impose these same restrictions on private employers. New Jersey, Washington, D.C., and San Francisco, Calif., have become the latest jurisdictions to pass such legislation. Laws prohibiting private employers from seeking certain information regarding criminal convictions were already in place in Hawaii, Illinois, Massachusetts, Minnesota and Rhode Island. Even in states that do not have restrictions, municipalities within many states do. These include Baltimore, Md., Philadelphia, Pa., and Seattle, Wash. With a clear trend developing, it is time to remove the conviction box from your employment application. The New Jersey Opportunity to Compete Act will become effective on March 1, 2015, and applies to employers with 15 or more employees. The Act prohibits any inquiry into criminal activity during the “initial employment application process.” The restriction applies to both written and oral inquiries. If the applicant volunteers information regarding a criminal past, then the potential employer is free to ask questions regarding the matter. Clearly, disputes will develop as to whether a voluntary disclosure occurred. In New Jersey, the “initial employment application process” concludes after the first meeting. Thus, during the second encounter, an inquiry can be made. New Jersey law prohibits employment advertisements that advise candidates who have been convicted of crimes that they will not be considered. These restrictions do not apply to positions where criminal background checks are required by law, such as in schools, nursing homes and law enforcement. None of these laws prohibit an employer from denying employment based on a criminal conviction,

provided that the refusal complies with all other applicable laws. Judicial rulings have been limiting the use of criminal convictions as well. Several courts have concluded that the criminal offense must in some manner be related to the responsibilities of the position sought. Thus, an individual convicted of theft could rightfully be denied an opportunity to work in any environment where theft of goods or monies may be possible. However, an individual convicted of domestic violence may not be rightfully denied the same position. In the District of Columbia, a new law only allows an inquiry as to criminal convictions or pending arrests after a conditional offer of employment has been made. If an applicant qualifies on all other factors and is offered a position, then (and only then) can an inquiry be made regarding criminal convictions. An employment offer may only be withdrawn for a “legitimate business reason” and seven factors are given constituting these legitimate business reasons. Some of these factors include: the relation of an offense to the applicant’s ability to perform the job; the time since the crime took place; the seriousness of the offense; and evidence of rehabilitation and good conduct. This final factor recognizes a public policy to give offenders a second chance. It is important to note that many of these laws do not contain a private right of action. An individual feeling wrongfully denied a position based on a criminal past or the timing of an inquiry would have to apply to a state or municipal agency for assistance. This procedure will curtail the number of lawsuits and will not expose dealers to frivolous claims. Changes in the laws regarding criminal background checks warrant an examination of your own policies and procedures. Determine if inquiries are permissible in your jurisdiction and, if so, to what extent and when. Review your employment application to ensure it is in compliance with applicable regulations. Make certain any denial is for an offense related to the open position. Of course, if you are unsure and are a current BTA member, call the BTA Legal Hotline for guidance. n Robert C. Goldberg is general counsel for the Business Technology Association. He can be reached at robert.goldberg@sfnr.com. www.offi cetechnol ogymag.com | Se p te mb e r 2014 | 27

Goldberg Sept 14.indd 1

8/29/14 10:19 AM

PRINCIPAL ISSUES

A Race to the Bottom Look at unmanaged meter clicks in your accounts by: Mike Lamothe, Office Document Consulting Inc.

t is no secret that our industry has been undergoing change. What worries me is that this time, the change is fundamental and it is hitting the core of our businesses. With the increased presence of manufacturers competing with dealership sales reps for the same customers, we have fallen into the trap of reducing prices. Prior to the recession, most dealers worked hard to build their base of customers and the base would flip every three to five years. But then came the economic downturn and customers put off — or even stopped — buying. In an effort to get customers to begin spending again, we began cutting into our profits by reducing margins on hardware and, eventually, reducing our untouchable service rates. Taking a look back, we conditioned the customer to focus on reducing costs by saying things like, “If I could save you X percent, would you do Y?” I call this a race to the bottom. Once it gets started, it becomes very difficult to change the pattern — especially for sales reps who only sell hardware. I work with dealers today who experience the pressures of their competition selling on price. I am not suggesting that price does not enter the picture, but with a concerted effort and more effective selling, we can change the game. Part of the problem is education and support. It might even mean a different compensation plan that takes the focus away from hardware, but that is a topic for another article. The following is a strategy I have employed with a number of dealers that is helping change the focus of their businesses. In a dealership’s customer base, 35 to 55 percent of meter clicks are either unmanaged or managed internally by the end-user customer. The reality is, if we focused our efforts on securing a greater percentage of this business, we would lock down the customer base and, in doing so, lock out any competition that might have been willing to take the unmanaged share. Most dealerships that have experienced growth over the last five years have capitalized on unmanaged meter clicks. I will get back to this point in a minute, because the race to the bottom does not end with box selling. Now we are seeing a new phenomenon: “commoditized managed print services (MPS).” It is beginning to get a strong hold on what was to be our salvation — delivering greater profitability. The reality is, a number of dealers out there (and likely some you compete against) have not done much to change the way they do business. You might be charging the customer for its hardware under a costper-copy (CPC) contract or, more commonly, sell printers on a

cost-per-impression contract. But that is not managed print. As dealers told me about their MPS programs, I came up with my own way to rate dealerships as it relates to MPS. See the diagram above. The biggest area of frustration, and the one area causing the threat of “commoditized MPS,” is what I call “mps.” The focus here is hardware on a CPC agreement. It might even involve taking over the customer’s fleet of printers. But outside of assuming the fleet or billing the customer differently, there is not really an overall net gain for the end-user customer. As we work our way up the diagram, you will see that the dealer needs to have employed the proper backend solutions to support and proactively manage the customer. As you move up to what I call MPS+, that is where your dealership can really begin to separate itself from many of your competitors. What if you assigned a customer service rep to every MPS client? By doing this, you ensure all sales efforts, proactive service and consumables are managed on a day-to-day basis. For the record, these additional services are chargeable.

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bottom, begin looking at the 35 to 55 percent After all, you are likely assuming responof unmanaged meter clicks in your own cussibilities that one of the end-user customIf you want to avoid tomer base. If you do a good job capturing er’s employees previously managed. With a the race to the bottom, this untapped business, you will have put proper assessment in place, you will know begin looking at the your dealership in a position to have susthe customer’s baseline costs and you can 35 to 55 percent of tained, profitable growth for years to come. price your program from the current cost unmanaged meter There are hundreds of articles, blogs and down rather than from your base cost up. tweets about MPS posted on the Internet The last category I have on the diagram clicks in your own every day. Simply create a Google Alert to is MPS+W, which is an extension of the last customer base. update you when something new is posted. category with the addition of workflow. Go to Google and type in “Google Alerts.” Once you begin looking at helping the client avoid printing and help manage workflow and process Follow the prompts and you will begin receiving everything improvements that hit the bottom line, you will find it much you ever wanted to know about MPS and more. n Mike Lamothe is president of Office Document easier to assume a valued partner position inside the account. Consulting Inc. (ODC). ODC specializes in MPS As for the last area on the diagram, I strongly believe that strategies, developing software tools and the dealer of the future should consider making his (or her) implementing MPS programs at dealerships business a hybrid dealership of sorts, offering print and workacross North America. He can be reached at flow solutions, telephony, mobile services, flat-panel displays ml@officedocumentconsulting.com. and IT services, just to name a few. Visit www.officedocumentconsulting.com. The bottom line is this: If you want to avoid the race to the

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