ENX Magazine June 2018 Issue

JUNE 2018

VOLUME 25 NO. 6

Connecting People, Ideas and Products in the Document Technology Industry since 1994

REPLACING PROCESSES, NOT PEOPLE:

engage ‘n exchange

ECM DRIVES POSITIVE CHANGE PAYSTATION SERIES EXTENDS ITC SYSTEMS’ MASTERY of Self-Service Printing and Copying

Brad Craft, Image Source

VENDORS CHART THE QUALITIES of High-Impact ECM Platforms HP BELIEVES ROAD TO GAINING DEALER Respect Intersects with A3 Market Leadership

California Dream:

Steep Growth Pattern

INTEGRATION INNOVATION: A Manufacturer’s Guide to ECM Solutions TAKING TIME TO PREPARE Can Make Foray into Solutions Less Stressful for Dealers

Enables Image Source to Dominate West Coast

ENX Magazine

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183918A | Clover Services Group, and its logo are trademarks owned by Clover Technologies Group, LLC, and may be registered in the United States and other countries.

JUNE 2018

VOLUME 25 NO. 6

Connecting People, Ideas and Products in the Document Technology Industry since 1994

REPLACING PROCESSES, NOT PEOPLE:

engage ‘n exchange

ECM DRIVES POSITIVE CHANGE PAYSTATION SERIES EXTENDS ITC SYSTEMS’ MASTERY of Self-Service Printing and Copying

Brad Craft, Image Source

VENDORS CHART THE QUALITIES of High-Impact ECM Platforms HP BELIEVES ROAD TO GAINING DEALER Respect Intersects with A3 Market Leadership INTEGRATION INNOVATION: A Manufacturer’s Guide to ECM Solutions TAKING TIME TO PREPARE Can Make Foray into Solutions Less Stressful for Dealers

California Dream:

Steep Growth Pattern

Enables Image Source to Dominate West Coast

In This Issue

26

DEALER SPOTLIGHT

California Dream: Steep Growth Pattern Enables Image Source to Dominate West Coast

By Erik Cagle

16

STATE OF THE INDUSTRY Replacing Processes, Not People: ECM Drives Positive Change

By Erik Cagle

22

BUSINESS PROFILE PayStation Series Extends ITC Systems’ Mastery of Self-Service Printing and Copying to Libraries, Universities and Beyond

By Erik Cagle

32

22

ECM BUYERS GUIDE Vendors Chart the Qualities of High-Impact ECM Platforms

By Erik Cagle

38

CHANNEL INSIGHT HP Believes Road to Gaining Dealer Respect Intersects with A3 Market Leadership

By Erik Cagle

42

OEM SOLUTIONS Integration Innovation: A Manufacturer’s Guide to ECM Solutions

By Erik Cagle

38

46

SERVICE MANAGEMENT Taking Time to Prepare Can Make Foray into Solutions Less Stressful for Dealers

By Ken Edmonds

48 51 52

42 6

•

www.enxmag.com | June 2018

TECHNICAL TIP A Deeper Dive into Xerox WorkCentre 7120 Series

By Britt Horvat

PRINTER TECH TIP

By LaserPros

DISPLAY ADVERTISERS INDEX

We Saw It In ENX Magazine

Contributors

Staff

KEN EDMONDS is a service management coach and consultant. He has an extensive background in the imaging business, having owned a successful dealership and served as service manager for multiple dealerships. He also served as a district service manager for Konica Minolta and as a document solutions specialist for Sharp Electronics. Additionally, he has more than 40 years of experience in the electronics and computer fields. He can be reached at Ken@kedmonds.biz.

Susan Neimes Publisher & Managing Editor

TECHNICAL ARTICLE CONTRIBUTOR

BRITT HORVAT works for The Parts Drop, a company whose primary business is providing parts, supplies and information for Xerox brand copiers, printers and fax machines. You can find more information, including many of Britt’s past ENX articles on their website www.partsdrop.com.

Erik Cagle Editorial Director

Ronelle Ingram Contributing Editor

G

2018 I

N

Th

eW e e k In I

G MA

Christina Kim

OPEN NOMINATIONS FOR THE 2018 ELITE DEALER AWARDS

Editor

engage ‘n ex engage ‘n exchange engage ‘n exchange

México & Latin America

La Revista del Distribuidor Dealer Source

engage ‘n exchange

Corporate Office

Susan Neimes - susan@enxmag.com Erik Cagle - erik@enxmag.com 10153 1/2 Riverside Drive, Suite 729 Toluca Lake, CA 91602 tel. 818-505-0022 • fax. 818-505-9972

NOMINATION DEADLINE: SEPTEMBER 14, 2018

Elite Dealer Nomination Form Available at

www.enxmag.com

8

•

www.enxmag.com | June 2018

ENX Magazine is published monthly by Affinity Business Communications, Inc. Any inquiries should be sent to: enx@pacbell.net or mailed to the corporate office.

Copyright ©2018 by ENX Magazine printed in the U.S.A. All reproduction in whole or part is prohibited without written permission. Cover photo from depositphotos.com

We Saw It In ENX Magazine

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ENX Magazine | www.enxmag.com

All prices, rebates, and availability are subject to change without notice. Please call us to confirm.

Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.

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Parts Order Hotline: 562.977.4949

All prices, rebates, and availability are subject to change without notice. Please call us to confirm.

Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.

NBS / ENX | June 2018

Since 1985

Your Prime Source T EL: 800.729.8320

FAX: 800.829.0292

INSTANT REBATE SALE! ALL INSTANT REBATE PROMOS ARE VALID THROUGH JUNE 30, 2018 TO CANON PREMIER PARTNERS OR WHILE SUPPLIES LAST!

D1520 D1550

MF236N MF247DW MF249DW

$

65

85

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MF249DW

LBP162DW LBP214DW

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with Duplex, W-Network

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• PRINT

70 $120

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w/ Duplex, W-Network • 40 pages per minute • 350-Sheet Paper Capacity • 33.6 Kbps Fax Super G3 • Post Script 3 (MF426DW)

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MF733CDW MF735CDW

60

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55

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• Up to 35 pages per minute • 256MB Memory • 500 Sheets + 50-Sheet MPT • Duplex Versatility • 33.6 Kbps Fax Super G3 (D1550)

150 $250

$

B&W Laser Duplex Printer w/ Wireless Network • 45 pages per minute • 550-Sheet Cassette + 100-Sheet MPT

95

$

D1550

REBATE

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MF733CDW MF735CDW

FAXPHONE L100

with Duplex, W-Network

375 200 $REBATE

REBATE 810CDN

• SCAN • FAX

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820CDN

LBP351DN LBP352DN

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75

$

• 33.6 Kbps Super G3 Fax Modem • 19ppm Print (L100) • 26ppm Print (L190)

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70

75

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REBATE

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MF414DW

MF416DW

L100

L190

LBP654CDW

LBP712CDN

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Color Laser Duplex Printer Color Laser Duplex Printer with Wireless Network with Network

B&W Laser Duplex Printers with Wireless Network

Both models can only be sold to 3P Authorized Dealers!

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$

MF634CDW FAXPHONE L190 Laser Fax-Based MFPs MF731CW •• PRINT COPY with Duplex (L190 only)

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D1520

Color Digital Copy, Print, Fax, Scan MFPs with Duplex & Network

LBP6030W LBP6230DW

LBP312DN

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MF820CDN can only be sold to 3P Authorized Dealers!

• 28ppm (BW/Color) • 1GB Memory (Shared) • 33.6 Kbps Super G3 Fax Modem

130 $155

$

REBATE

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LBP351DN LBP352DN

70

$

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60

$

REBATE

All supplies & Parts available for prompt delivery!

ENX Magazine | www.enxmag.com

All prices, rebates, and availability are subject to change without notice. Please call us to confirm.

Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.

Copiers • Printers • MFPs • Faxes • Scanners E m a il: info @ n u w o rld in c.co m

Order Online! www.nuworldinc.com

Blind Drop Shipping

Same Day Shipping

MFPs & PRINTERS

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CLX-8640ND / CLX-8650ND

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SL-C2670FW

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Color Duplex Laser Printer with Wireless Network • 27/27ppm (BW/Color) • Duplex Built-In • 250-Sheet Input Capacity

579 AFTER

365

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SINGLE UNIT

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SL-M2885FW

B&W Duplex Copy, Print, Scan, Fax, Wireless Network • 29 pages per minute • Up to 4800 x 600 dpi Res. • 250-Sheet Input Capacity • 33.6 Kbps Fax Speed

SL-M3870FW SL-M4070FR

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SL-X3280NR Color Copy, Print, Color Scan, Fax, Network • 28/28 pages per minute (BW/Color) • 520-Sheet Input Cassette (x2), 100-Sheet Multipurpose Tray

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Erik Cagle

State of the Industry

Replacing Processes, Not People: ECM Drives Positive Change

T

he need to reconcile change, especially when it is thrust upon us, is a difficult one. When we are the agents of that change, it can be more tolerable. But when we’re not calling the shots ourselves, accepting change can be a threatening, and sometimes frightening, proposition. And this certainly holds true in aligning a dealer’s client with a new enterprise content management platform.

“Everybody loves change,” observed Kurt Meemken, manager of software solutions for St. Cloud, MN-based Marco, “until it happens to them.”

That notion is certainly magnified when consulting with a client that has been handling its document management paper trail in a specific manner for 20, 30, even 40 years. Convincing them there is a need to capture/corral, sort, tag and push information through a stream of different hands that will save on labor time and money and allow their business to focus on taking care of their own customers while eliminating physical storage and inefficiencies—this is where the rubber meets the road for dealers.

WE PUT A LOT OF EFFORT INTO BEING BEST IN CLASS AND KNOWING THE M-FILES SOLUTION. IT’S NOT A COOKIE-CUTTER INSTALLATION; IT’S ABLE TO BE CONFIGURED TO FIT THE CUSTOMER’S ORGANIZATION. BUT BEFORE YOU CAN DO THAT, YOU NEED TO FULLY UNDERSTAND THE CUSTOMER’S BUSINESS PROCESSES, WORKFLOWS, ETC. Kurt Meemken, Marco This also intensifies the need to select an effective ECM/document management and capture solution that can pay big dividends for dealers while deepening relationships beyond the copier/MFP box. Becoming that one throat to choke, the singlesource guidance wizard, has enabled Marco and our panel of leading national dealers to excel in this critical offering.

Marco vetted a number of different platforms before selecting M-Files as its go-to solution in 2011. M-Files has a strong partner platform for sales and support, which the dealer found attractive and 16

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meshes well with Marco’s team of sales, business analysts and support specialists. After opportunities are identified, Marco’s specialist teams provide demonstrations and perform a deep drill with the client to fully understand their needs and execute the deployment.

“One reason Marco is so successful is we’re a very large player with a high volume of machines in field, so we have a big opportunity with our existing copier customers and IT customers,” Meemken said.

“We use M-Files internally, which is a big component as well. Not only do we sell, install and support it, we use it company-wide. We put a lot of effort into being best in class and knowing the M-Files solution.

It’s not a cookie-cutter installation; it’s able to be configured to fit the customer’s organization. But before you can do that, you need to fully understand the customer’s business processes, workflows, etc.”

Machine vs. People

One of the subtexts of change management is the fear that a more automated work environment conjures up images of machines on an assembly line, gradually replacing the humans who once tended to the manual labor aspect in a doctor or attorney’s office. That makes it incumbent upon the dealer to show the true value of optimization, according to Dave Clark, vice president of sales and marketing for Las Vegas-based AIS. Transitioning the conversation from the objections raised by duty elimination is critical toward directing clients toward optimization. This requires a conversation with an expanded group of people beyond just the owner of a given office.

“For some of these people, part of their job is to find, copy and produce files in an attorney’s office,” he said. “In actuality, those kinds of people wear multiple hats, and there’s so much more that they can do. By eliminating these arduous, manual labor-type applications or processes that they have in place, (ECM optimization) now frees them up to do the things that really drive revenue, income and productivity within the business, and that makes their job even more secure. But getting over that takes time, effort and proof.”

AIS has offered various forms of ECM/DCM (document content management) solutions for six years. It relies on DocuWare and Hyland OnBase

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continued on page 18

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Replacing Processes, Not People: ECM Drives Positive Change to address the needs of high-volume document clients in the medical and legal spaces. These verticals require organizations to be more nimble with data management and seek out a full OCR-type solution to be integrated with their own systems.

AIS’ program has garnered steam in the past three-plus years; the company realized it had EMR/ECM competitors that were partnered with most of its customers, while AIS itself provided the copiers and printers. The fear was that, over time, these customers would put more faith into an IT- or ECM-related device vendor. Just offering the copier or printer to these clients constituted a broken solution, according to Clark, and AIS vowed to be that “one throat to choke” in helping clients connect, communicate, collaborate and disseminate information among internal employees and end-user clients.

“Most of the manufacturers are partnering or acquiring DCM/ ECM companies, but at the end of day they are trying to provide a solution that increases the boxes they’re going to push out the door,” Clark said. “While that may not be a bad strategy, a dealer like AIS is going to look at what is the total amount of revenue that we’re generating from multiple sources, creating monthly recurring revenues—such as what we do with MNS—how we have that type of model with ECM and the OnBase subscriptiontype services. They really drive the possibility for our business.”

Seeking the ROI

As with any investment dealers shop to their clients, the onus is on proving the financial outlay is going to pay dividends on the back end.

Brandi Noye, director of business development for Doing Better Business of Altoona, PA, finds one of the most common objections is the notion that the way a client is trafficking documents and information—flawed Brandi Noye, though it may be—works for them.

Doing Better Business “You have to spend a lot of time covering soft costs, which can be challenging,” she said. “It’s also tough to get them to buy into the initial investment. I’ve had more success with companies that do a quick trial of the software. Once they work with it, they see how easy it is and fall in love with it.”

Doing Better Business had worked with another ECM solution provider for a number of years, but found the level of support provided to be disappointing. So the dealer vetted out a number of titles before choosing Adamero. Noye found this title most attractive because it was an inclusive, non-modular software that didn’t raise the price point with additional modules that were necessary to obtain the full solution. Adamero allows the opportunity to start out small, then grow by user license as the client gets wider and deeper into the offering.

What helps foster ECM conversations is Doing Better Business’ tight-knit relationship with clients, and a strong awareness 18

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with their processes. Reps take a client through the initial queries, then hand them off to Noye’s team of specialists. Given that Doing Better Business has seven different offices, Noye finds that holding information-laden webinars is the most productive path toward moving the process forward.

Other Objections

Customer size can play a role in the ease of implementation.

Smaller organizations can generally turn on a dime with their decision-making process, but larger clients can be a challenge, notes Brian Sampietro, chief information officer for TGI Office Automation of Brooklyn, NY. Beyond the general hesitance in large technology investment outlays, past negative experiences with software implementations can color the attitude toward ECM initiatives. That’s where TGI’s track record of quality customer care comes in handy.

“We truly care about the success of each project, and we earn the trust of the clients by not just providing a software package, but by guiding them through the entire process of implementing the ECM, from onsite analysis, system design, implementation, through support and ongoing improvements,” Sampietro noted.

“We stay involved and even provide personalized training and documentation for each role within the organization to ensure a smooth adoption of the new processes and technology.”

TGI has been serving the ECM needs of its clients for 15 years, backed by a staff of 20-plus software engineers with an average tenure of 10 years. Given the vast technology advances during that period, TGI has been up to the task of improving the features and automations of their products. The dealer relies on a number of solution providers, including DocuWare, Square 9 and M-Files, and works with other partners who create plug-in software or on ramps to the ECM software that increases their capabilities.

At Adams Remco, which has served clients for more than 70 years from its South Bend, IN, headquarters, return on investment is the primary hurdle the dealer faces in implementing ECM solutions, according to Brian Bengtsson, EDM/ECM engineer.

“Effectively, any single business transaction or activity will be marginBrian Bengtsson, ally improved, and getting customers Adams Remco to realize the cumulative gain, across all touches, can be difficult to translate one-to-one in a spreadsheet,” he said. “Success usually comes down to defining one specific problem, solving it and moving on to the next.”

Adams Remco’s primary success driver comes from its inhouse engineer and product specialist, enabling the dealer to use it as well. This enables Adams Remco to demonstrate and speak directly to the advantages and values added by ECM/EDM workflow processes like FileBound, eCopy, and Square 9. continued on page 20

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Replacing Processes, Not People: ECM Drives Positive Change Drilling the Details

Gaining an overview of a client’s potential DCM/ECM/BPO, capture and document management needs can be a structured, point-by-point process. Or, it can be an open-ended, layered conversation that burrows through the customer’s workflow and processes to find inefficiencies.

Creating order out of chaos, it follows, enables dealers to demonstrate Dave Clark, AIS the beauty of a given software package and services.

AIS has devised what it calls a snappy, a list of about a halfdozen questions designed around how a client: • Manages its mountain of information; • Provides insight to the internal systems currently used; • Determines if it is redundant, manual or automated.

Future volume increases are taken into consideration, as are the vertical markets in which the client’s business is based. For verticals such as health care, records must be kept for a period that can range from three to 10 years, dependent upon the office’s medical specialization. For many medical and legal entities, they have storage repositories, and keep hard-copy legacy files offsite in storage facilities for periods longer than required, adding costs to manage these documents. They are lacking a clear document lifecycle and a cohesive document end-of-life strategy. It also adds increased labor burden and costs when needing to retrieve these documents at a later date.

Clark points out that this reverts back to change management and the acceptance of providing a new system for medical and legal firms. They must consider not only implementing a more sophisticated system to battle the paper monster, but also toeing the line with regulatory requirements. This includes HIPAA (medical), Sarbanes-Oxley Act and the Gramm-Leach-Bliley Act, the latter of which requires financial institutions to detail their information-sharing practices to clients and safeguard sensitive data.

“When we ask those questions about documents, workflows, compliance and accessibility, we become that trusted, valued business technology consultant to help clients not only be more organized, but also able to retrieve customer data more effectively, manage a large volume of information/documents and not waste money by storing files that they don’t need to file anymore, making them more accessible while helping them with their regulatory requirements,” Clark said. “It’s a win-win for everybody. We can actually show them how we can help them cut costs and be more efficient.

“The industry keeps changing and evolving,” he added.

“Customers demand more and should expect more from their technology partners. It is incumbent upon companies like AIS to continue to deliver value to our clients. By doing so, we have a deeper and more secure relationship with our clients for many years to come.”

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The key to being successful, Clark points out, is that dealers need to be forward-thinking and innovative in the solutions provided to clients. “We continually strive to be relevant and different. By doing so, AIS is building a strong organization to be a force to be reckoned with for many years to come.”

Catered ECM Solutions

For Doing Better Business, ECM solutions are not a one-sizefits-all proposition. Every customer it encounters has its unique needs, Noye adds, and it all centers around fixing holes in the process, eliminating missing paper and bringing electronic optimization to clients for whom the process can be foreign.

“With most implementations that we do, the customer currently doesn’t use any software solution; they’re usually so new to the idea of moving to electronic processes,” she said. “So we’re lucky to be on the front end of the process. We find some leads from account reviews, but we have others who come to us who are curious about it.”

Bringing order to the typical chaos of an unmanaged share drive and determining the long-term housing needs to help meet regulatory compliance is a great kick-starter for the ECM conversation for TGI. But Sampietro believes the true power of ECM is solving business challenges by optimizing and automating processes. Ferreting out which proBrian Sampietro, TGI cesses an end-user employs that are currently manual—and determining whether a client experiences delays due to its inability to track progress or notify people effectively when they need to do something—can truly draw attention to the value of an effective implementation.

“Recently, one of our most successful conversation starters has been to ask questions about security requirements, which is becoming more important across all industries as we see breach after breach reported in the news,” he added.

Cross-selling throughout all of its divisions is a source of lead generation for ECM at Marco. But what bolsters the conversation, according to Meemken, is the fact that M-Files is configurable to the needs of the client, without the need for extra modules and their associated premiums. Consultations can yield important information such as how a client handles invoices within multiple departments, along with the reporting needs for information inside of their ECM solution. Security requirements and access to records, along with storage methods, can also further the conversation.

“When we look at the manufacturing sector, we look at compliances like ISO 9001 certification,” Meemken said. “Do they need CFR Part 11 compliance? Those are all the hot buttons for M-Files to be able to come in and help the customer obtain ISO certification and meet their compliance needs. It really comes down to processes, security and compliance.” ♦ We Saw It In ENX Magazine

Erik Cagle

Business Profile News Briefing

PayStation Series Extends ITC Systems’ Mastery of Self-Service Printing and Copying to Libraries, Universities and Beyond

I

n a sense, Toronto-based ITC Systems hasn’t fundamentally changed the mission of its core offering of providing Integrated Transaction Control Systems (hence the name) since its 1989 founding. But as company President Campbell Richardson happily notes, the technology level has exploded to unprecedented heights as ITC Systems approaches its 30th anniversary of being in business, and the manufacturer now boasts a product offering he believes is unparalleled, and virtually uncontested, in the transaction control niche.

“We’re pretty pumped about the marketplace right now,” Richardson exclaimed. “No one else can do what we do.”

ITC Systems has flourished from its humble beginnings north of the border as a three-person

operation to 60 employees and a 6,500-sqaure-foot St. Louis operation in 2001, (formerly Access Control Technologies) which handles shipping to all of its U.S. clientele, as well as assembly, service, engineering, sales and admin, among other functions.

Half of the Toronto headquarters’ 20,000-square-foot facility is dedicated to production, with the balance geared toward (among other things) sales and admin, service, engineering and validation.

Richardson follows a laserfocused market approach tailored toward three sectors: • Office-technology dealers and manufacturers who sell their systems to customers in need of pay-per services for copying and printing • Libraries, for copy and print transactions, point of sale and PC-reservation tools • Its biggest sector: colleges and universities, with a full suite of products to facilitate a commerce-based, closed-loop solution (two of its largest clients are Central Florida University, with 65,000 full-time students, and the University of Ottawa, with 45,000 students)

Early Education

Cam Richardson, president of ITC Systems 22

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ITC Systems cut its teeth in the education space. It offered stored-value card readers that students used to perform transactions from making copies, to vending, to laundry and food service POS across campus.

We Saw It In ENX Magazine

Another early innovation developed by the firm was a keypad tracking system that enabled paper-intensive verticals such as law firms and real estate businesses to monitor copy usage—a great dealer-focused add on.

But it was coin mechanism devices that laid the foundation for its PayStation series of units that integrate with virtually every MFP on the market. They charge for, and control the use of, consumer printing and copying services not only on campus or at the public library, but also at copy centers, retail stores, hotels and other venues that host selfservice printed output.

Calling the PayStation series “coin-operated printing” is akin to calling the internet a repository for pictures and words. Each of the three offerings in this dealer-centric line is rich in features tailored toward the needs of the respective customer’s environment. It consists of the following: PayStation Swift: This podium-shaped unit, weighing 20 pounds, is compact and utilizes an integrated, cellular-based credit/debit card “reader” to transact copy and print functions (no cash). Guest card processing is an available option.

“What makes the Swift so attractive is that you can hook it up to any print release station and the MFD,” Richardson said. “It handles PaperCut, Pharos or Nuance Equitrac, as well as our own GoPrint print release station. The New York Public Library liked continued on page 24

Industry Leading Self-Serve, Unattended Pay 4 Copy and Print Solutions LIBRARIES SCHOOLS

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PayStation Series Extends ITC Systems’ Mastery of Self-Service Printing and Copying to Libraries, Universities and Beyond venue for these devices. With self-serve locations, no one has done this before.

It’s opening up a whole new world of self-serve, unattended payment.”

Thoughtful Developers

Christmas cheer in the Toronto office of ITC Systems

it so much that Konica Minolta installed Swifts there. The library liked how easy it was to install, the simplicity of the operation, and the price-setting is very straightforward.”

PayStation Grand: This single-piece unit accepts any combination of coins, bills, credit/debit cards or stored-value cards. Sleek and lithe at 50 pounds, the Grand can control an MFP, while also being interfaced to a print release station.

It has fewer moving parts and less potential point of failure with the modular board design. Cash options include a bill recycler to reduce payout issues.

“With other offerings, if you want to set it on the floor, you need an extra stand,” Richardson noted. “Our stand comes included, either with feet or a roller wheel should you mount the Grand to a copier security housing, used to prevent paper theft.”

PayStation Elite: The newest offering in the PayStation line, released 19 months ago, accepts all manner of payment (coin, bills, credit-debit cards, Apple Pay, Google Wallet) and offers a barcode reader, mag and contactless card reader. It comes with a 7.5” color LCD touch screen, includes SSL/TLS security certification and comes with ITC Systems’ GoPrint software.

The Elite has garnered significant favor with the library community.

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Patrons can use their barcoded card for authentication, which flows through GoPrint into the Library Management System, which can then pull the patron’s account, including fines, and bring their jobs down from the print server. Users can also load value onto their account.

The Elite features a built-in Print Release station for GoPrint and PaperCut, thereby taking the Print Release PC off the floor.

One of the strengths behind ITC Systems’ production process is the meticulous nature it employs in bringing concepts to life. The Grand began its life as a cardboard box, and the ITC team mocked up all the locations for the components. Pieces were added to replicate what Richardson & Co. envisioned for their unit and were functionally tested. The box was hardened with epoxy to make it a solid piece, and from there Richardson took it on a tour of the different departments at ITC Systems. This ensured the piece would not only be functional, but crafted in a way that would make it easy to produce, install and service.

Great care was also taken in designing the main board, with components attached to only one side. Richardson notes that installing components on both sides of the board can be more costly and difficult to service. The board is located inside the top panel of the display, and

WE’RE PRETTY PUMPED ABOUT THE MARKETPLACE RIGHT NOW. NO ONE ELSE CAN DO WHAT WE DO. – Cam Richardson Libraries are not the only application the Elite can address. Richardson notes that dealers have latched onto the idea of pitching the Elite to big-box stores such as Walmart, Starbucks, grocery stores, pharmacies and other retail locations that offer only coin-op payment systems. The Elite allows users to send jobs to the cloud, then print them out to any location that has an MFP with the Elite. ITC Systems also has a program called Remote Configuration that allows retailers to set prices and specials through an online interface to the Elite.

“The Elite is the only system on the market that can accomplish this,” he said. “This is groundbreaking. Retailers love it because it drives more traffic into the store. Hotels are another great

unlike competitive offerings, there is no cable between the board and display.

“All other coin-op manufacturers have a cable that contains 16 pins on one side for the display, and 16 pins on the board side,” he pointed out. “That creates a possible 32-pin failure opportunity. If one of those points of failure happens, a service tech would need to be called to plug the cable back in, which costs money. By soldering the display to the board, we avoid that potential failure.”

Another example of how ITC Systems eliminated a potential service hazard is the design of its bypass function. Where other manufacturers employ a bypass switch (which can be subject to failure), the PayStation uses a Cam-lock that passes in front of an opto-coupler, telling

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Great care is taken in the manufacture and placement of components

the board to operate in bypass mode.

Indeed, ITC Systems’ products are all designed to anticipate (and avoid) potential cost centers, from ensuring the machines are easy to service, down to the built-in stand that reduces shipping costs and handling combined with an ease of installation.

Spreading the Word

ITC Systems sells the PayStation units at a set price, but does not partake

in a revenue-sharing model. According to Richardson, dealers often include these products in lease packages. ITC Systems works with the MFP reseller to help sell the total solution into library or school markets. Since ITC Systems is so familiar with these types of solutions, the re-sellers rely on them for best-ofbreed products, solutions and advice. For example, all libraries charge overduebook fines and need some sort of POS along with the copy/print control, and

We Saw It In ENX Magazine

ITC Systems can help any reseller (plus the sale) by including these systems. It makes the library comfortable that it only needs to call one source for a complete payment solution.

Richardson has been spreading the word of the PayStation line through its website, as well as social media blasts, print advertising and email campaigns.

Niche-oriented trade shows, such as events targeted for libraries and college/ university products, and manufacturer/ dealer gatherings ranging from ITEX to Ricoh-, Konica Minolta-, Sharp- and Xerox-hosted events, have proven to be fertile ground as well.

Richardson is excited about the possibilities for future growth. “The Elite has really opened our eyes to the retail markets, especially the big guys,” he said. “The chain stores, convenience and grocery stores, hotels…we think those places are the next big thing for our Pay 4 Print/Copy. The PayStation Elite has really exceeded our expectations. We are continually talking to our customers, seeing what else they need, then build it into our products.” ♦ June 2018 | www.enxmag.com

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Erik Cagle

DealerBriefing Spotlight News

California Dream: Steep Growth Pattern Enables Image Source to Dominate West Coast

B

rad Craft is a people person. It only takes a few minutes of chatting with the president of San Bernardino, CA-based Image Source to learn just how much he values the relationships he’s established during his company’s 30-year history, many of whom have helped the company flourish into one of California’s leading office technology industry providers.

Image Source has particularly blossomed during this decade, growing from a $15 million to $50 million performer, expanding to 14 facilities in the process. The dealership holds the distinction of being Xerox’s largest agent partner in the country, and it has added a myriad of capabilities from managed print and IT to wideformat products and 3D printing.

It services virtually every flavor of desktop printer, with plans to move toward servicing high-end production printers.

Brad Craft, president of Image Source 26

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One of the dealer’s most pivotal moves came in 2016, when Craft joined the Visual Edge Technology network of companies. This provided Image Source with significantly more purchasing power, access to Netwise Resources managed IT acumen and the support realized in joining a large chain of office technology providers.

We sat down with Craft to learn more about the people behind the dealership’s success, its strongest plays and even lessons learned along the way.

How was business in 2017?

CRAFT: We grew 24 percent, from $40 million to just shy of $50 million. Our profit margins increased, as did our sales talent.

Overall, we’re in a thriving mode. We grew our warehouse capabilities and distribution processes. We have a strong team of operational leaders. Jeff Silver is our vice president of operations and service, and he’s done a great job of recruiting, hiring and maintaining training levels for our technicians and staff. It’s improved our responsiveness to the customer in terms of first-call effectiveness.

In our supply fulfillment, our director of purchasing, Jamella Waller, maintains the proper levels of delivery to ensure customers are getting their supplies accurately and on time.

That’s a huge measuring stick for our profitability. Mona Al-Hassan has done really well with our scheduling and distribution. And I can’t say enough good things We Saw It In ENX Magazine

about Judith Jarvis, our senior vice president of sales. She is a homegrown talent who started her career as a territory sales rep, and excelled at every position as she climbed the ladder. Judith offers real leadership and focuses on personal development; our sales growth validates her style.

All of our groups have been dedicated to getting better at their craft, and the organization has thrived under team leadership.

What does Image Source pride itself on?

CRAFT: We make sure we treat people the way they want to be treated. We try to engage customers as if they were our friends. We want to be honest with them and have an integrity with what we do every day. Our goal is to make sure they get what they pay for and more.

Referrals are everything to us.

Our customer lists goes back 20, 30 years with many of them.

They won’t buy from anyone else because they know our products and services are going to help them win at what they do. We love working together with them in a partnership environment.

What was the driving force behind joining Visual Edge’s strategy in 2016? What value does VET bring to the table, and how would you characterize the first two years under its flag?

CRAFT: These first two years have been great. Their CEO, continued on page 28

Visual Edge Technology incorporates a strategy of operating through established successful companies across the U.S., focused on providing a broad line of client solutions, including managed IT services, office automation solutions, multifunction products for print, wide-format solutions, managed print services and document management software.

Visual Edge Technology companies represent brands Canon, HP, Konica Minolta, Kyocera, Ricoh, Samsung, Sharp, Toshiba and Xerox. Visual Edge is continually focused on identifying successful companies to join our strategy.

• • • • • • • •

A B Dick Office Solutions, MI A-COPI Office Solutions, ME American Copy Service Center, CT Axion Business Technologies, RI, MA AXSA Imaging Solutions, Inc. FL, GA Benchmark Business Solutions, TX & NM Brady Business Systems, MI Commonwealth Technology, Inc., KY, IN

• • • • • • • •

Copeco, Inc., OH Copier Source, Inc. d/b/a Image Source, CA Counsel Technology, IA FastForward Digital Solutions, FL Graphic Enterprises Office Solutions, OH Graphic Enterprises, OH Janco Office Systems, CT MCM Business Systems, WV

• • • • • • • •

Midwest Automation, NE Netwise Resources, Inc., IN Premier Business Products, MI TLC Office Systems, TX United Business Machines, NH WBS Technologies, FL XMC, Inc. TN, AL, GA, AR, MS Zymphony, FL

Contact us and find out how you can be a part of the growing family of Visual Edge Technology!

Michael Brigner

Michael Cozzens

Senior Vice President

Vice President of Business Development

mbrigner@visualedge.com

mcozzens@visualedge.com

David Ramos

Vice President of Business Planning & Analysis Visual Edge Technology

dramos@visualedge.com

California Dream: Steep Growth Pattern Enables Image Source to Dominate West Coast

Image Source employees bask in the beauty of Bora Bora in the French Polynesia.

Austin Vanchieri, is an old Xerox guy from way back. He’s one of those individuals who has been truthful with his new partners every step along the way. When negotiating with any business, it’s important to document everything. But Austin is truly a man of his word; even if we didn’t have something stipulated on paper, I’m confident in trusting what he says. It’s wonderful to know that the people we’ve chosen to align ourselves with have the same sort of heartbeat in their organization.

Secondly, Visual Edge has taught us a lot about dealership organizational management and the business style they employ. They’ve cooperated with our partners nicely. When we brought our relationships to them and they introduced us to their partners, everybody worked together seamlessly to provide a great transition. It’s nice having the financial stability that a large, well-funded organization provides. It gives us the ability to acquire products at inventory levels that might have been prohibitive in the past, and allows us to keep our costs down for customers. We can maintain our levels of profitability with the right approach and not have to go in debt to bring on inventory.

Visual Edge has been a good resource for technology, including Netwise Resources for managed IT services. That tool gives us the NOC that we need to help customers have 24/7 eyes on their technology. These are things that would have been tough for us to launch on our 28

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own. With Visual Edge and Netwise Resources behind us, it gave us the capability to offer customers immediate solutions without learning as we ramped up.

Xerox made waves with its ConnectKey portfolio of AltaLink and VersaLink MFPs and copiers last year. Tell us a little about the rollout from Image Source’s perspective.

CRAFT: We absolutely love their products. We’ve tested, ran and sold them. The response from the sales force was good and the interaction with the customers was great. The Xerox technology offering meets customers’ needs. After we had the chance to experience them for a few months, we negotiated our largest inventory purchase ever last December. We wanted to have the inventory on hand so that we could deliver it to customers immediately. We feel that strongly about the technology.

The App Studio is awesome; customers can buy the copiers today and download apps they see at no charge and make their machines even more proficient for employees. It’s not common in copier technology to be able to add capabilities to a product that was bought last year.

We love it.

Image Source offers three different manufacturers of 3D printing systems. How long has your dealership provided this offering, and how has it performed?

CRAFT: We’ve been offering it for three years, but it is one area where we’re not seeing a bright future. We have

trimmed back our relationship with 3D printing, simply because we don’t see the necessary support we had expected from the manufacturers. We’re phasing it out, but keeping it around for customers who require it. We had an odd dynamic with the manufacturer: there were frequent pricing changes, we had many conflicts with our sales force competing with their sales force and there was not a lot of working dynamic—no synergy at all.

The products worked fine, but each one of them has a niche market.

A 3D printer has a limited media it can produce. Some can do metal, ceramic, rubber or plastic, and the customer has to spend money on a specific output. If their needs are for different output, the customer can’t afford to buy multiple platforms. We saw a lot of limitations in the market. Many customers were not eager to jump into the technology, even though it’s been out for a while. We found it to be a lot more work for the profitability it was contributing to the organization. Shifting to managed IT services is a smarter, industry-relevant, long-term strategy for us.

Tell us about the strength and evolution of your PrintCare managed print services.

CRAFT: We service and support about a dozen brands, including Lexmark, Dell, Brother, Ricoh and Xerox. We will support any desktop device; we have about 25,000 desktop printers in all industries under contract. It’s taken us about 10 years of hard work to perfect what we do in that capacity. What we hear from customers is we have a pretty unique offering that delivers solid results. We’re very concerned about enduser satisfaction. We initially focused on hospitals, medical facilities and school districts, and that’s where we picked up most of our momentum. Since then, we’ve moved into the legal market and basically any vertical that has a lot of desktops. Our team can offer a care-free environment for the customer.

How are your document management solutions performing?

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CRAFT: The market changed dramatically. Initially, it was a unique offering that required a high level of expertise, and it commanded a lot of revenue. Now, there are so many places to manage documents that it’s pretty simple to manage. It was the ‘secret sauce’ for a while, but it’s becoming more mainstream. We see it as a common way to help our customers. I see it

maintaining its position and remaining important to customers, but it’s not the unique element we had five years ago.

Is there a product or solution that you are looking to add in the near future?

CRAFT: We’re going to expand our services offering to high-end devices. We’re going up market to the heavier-production devices that we’ll be servicing, in

cooperation with Xerox. Right now, we service up to about 136 pages per minute. We have a mutual, beneficial arrangement with Xerox to move our technical staff into a higher level of production device over time, including inkjet. We’ll target the graphics community, print-for-pay businesses, in-plant print centers—basically, anybody using production today. We’ve sold the production devices during our 30-year history and we’re Xerox’s largest production sales engine. As we move forward, we’ll take on more of that service to give customers more of a local response.

What was your dealership’s biggest win last year?

President Brad Craft (second from right) encourages Special Olympics participants We Saw It In ENX Magazine

CRAFT: It was our ability to move production print inkjet devices into the graphics and in-plant print centers.

Xerox sold six inkjet print engines in the agency channel, and we accounted for five of them. We had a lot of success in the K-12 education space. We made a lot of inroads into the northern California market; our new San Francisco office has become a good producer for us. continued on page 30

June 2018 | www.enxmag.com

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California Dream: Steep Growth Pattern Enables Image Source to Dominate West Coast The IT strategy is becoming more important to our customers. We don’t want to interfere with anyone’s IT infrastructure. We just want to take on the things they would normally outsource, and allow them to focus on critical things like servers and cloud-based solutions and software—areas that are more thoughtful and visionary. We want to be an extension of their support team.

From the left, Image Source President Brad Craft poses with “Top Performers” John Nguyen, Jamie Yang, Jordan Craft and Judith Jarvis

What do you look for in your employees?

How do you recruit and retain good ones?

CRAFT: We look for people who can learn and are willing to follow direction.

There are times we’ll engage people who have industry experience, but aren’t willing to bend to our way of doing things. So we look for people who are malleable, energetic, positive and trustworthy. When we put somebody out on the street with our business card, it’s important that our customers can trust them in the same way that they trust us.

We want to maintain our reputation in the community.

What was your biggest challenge in the past year?

CRAFT: When you’re growing rapidly, securing quality leaders and employees is tough because they’re difficult to find. California is a wonderful market for talent; they’re educated, motivated and professional-looking—they have all the right tools. The problem is, it’s a very competitive hiring market, too, and everybody’s after the same quality individuals.

Who do you see as your biggest competition, and how do you differentiate your company from them?

CRAFT: Because we cover so many large cities, everybody’s our competition.

Every pocket has its stronger competitor; 30

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some have a strong presence from Konica Minolta, others have Canon or Ricoh. How we differentiate ourselves is to provide people with the best pricing we can get from Xerox and our suppliers, and the best pricing we can realize through partnerships we create with our clients’ companies. The technology that Xerox offers is unique. If we can take that technology and explain it well to the customer—help them understand how they’ll benefit from it—then we have to do our part as Image Source to be the most professional, courteous and responsible organization possible.

What are your goals for 2018?

CRAFT: We’ll continue the growth path that we’re on and make sure we have enough representation in each market. In Q1, we have six percent year-over-year growth, so we’re on pace to maintain our growth from last year and keep driving forward. Things are looking good.

How do you view the industry changing in the future, and what are you doing to adapt?

CRAFT: We see publishing becoming more important than printing, where customers want to not only have their document printed, but also produced, finished and ready for the marketplace.

We see that becoming a focus for us; we want to offer our customers not only the marks on the paper, but the end-to-end solution as well.

What do you enjoy most about your job?

What are your least favorite aspects of it?

CRAFT: I definitely enjoy the people.

Anytime you make somebody happy, help a business thrive and grow, you form a bond. It’s wonderful to have been in the industry long enough to have a number of customers who have grown with me and become successful. It’s nice to see them on a weekend, or have somebody you’ve known for 20 years say “thank you for the time together and the contribution your team has made to our business.” Those are the motivating things that keep me coming back. But I also love seeing the growth in our employees. It’s awesome to see people who we hired at the reception desk go on to manage a team of people and have personal success. It’s nice to see the maturity and development of people who started at our company fresh out of college and transformed into true professionals—family men and women who are contributing back to the community. I enjoy what I do, enjoy being a part of this company, Xerox, Visual Edge and our customers. I’m very blessed to have all those options.

As for my least favorite, there’s always going to be errors or problems to fix. But if you can deal with them quickly and responsively—get them off your desk—you can move on to the good stuff.

Outside of work, what do you do for fun?

CRAFT: I play a little bit of golf, go fishing some and like to hike. I’m not very much of a golfer; I won’t score well, but golf courses are pretty places to visit. But I do like to get out, do some hiking and travel. ♦

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ECM Buyers News BriefingGuide

Vendors Chart the Qualities of High-Impact Enterprise Content Management Platforms Let’s face it, we’re a society of complainers. Those of us who are old enough to recall the days before cable television (note to Millennials: yes, also before the days of Netflix and streaming content) remember having three or four VHF television stations (ABC, NBC, CBS, PBS) and a handful of local UHF stations. What we lacked in content choices was made up for in the shared experience of having watched the same programming the night before.

A

long came HBO, Cinemax and Showtime, et al., and a flood of specialized channels numbering in the hundreds. Within 20 years, we were complaining bitterly about there not being anything worthwhile to watch on the boob tube. Now, people are getting unhooked completely from cable TV in droves as alternatives flood the market, thus this love-hate relationship with choice continues to fester.

This very “problem” of choice haunts the software solutions landscape, and one shining example is the plethora of options for enterprise content management, document management and capture. Peruse our annual Elite Dealer issue and you will find no fewer than 100 different solutions that are embraced by the office technology space’s heavy hitters, covering the full gamut of software needs. You wanted the choice, so be careful what you wish for—and be prepared to do your homework.

On the aforementioned subset of ECM and the related tools for document management, we’ve culled the opinions from a manageable slice of the pie, vetting six of the major software vendors/integrators (Nuance, DocuWare, Laserfiche, Y Soft, Square 9 and DocStar) to garner their insight as to the qualities that can separate one offering from the other. It is our hope that they can help you, the office technology dealer, begin to make sense of the choices that are out there, and how they would best fit the needs of your clientele.

Points of Differentiation

For starters, what are the critical elements that can help separate one or more 32

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offerings from the rest of the pack?

Tom Franceski, vice president and general manager of DocStar, notes that content management systems have evolved Tom Franceski, from their humDocStar ble beginnings as data repositories to interacting with other systems of record, they now replace manual data entry and paperwork with more efficient, automated workflow processes. In evaluating the choices, he suggests businesses (and dealers) judge ECM software by asking the following questions: • How does the ECM technology interact with other systems of record?

• Do I have technology to help manage the lifecycle of documents?

• Do I have the requisite technology that allows me to create content and extract information as needed?

(It’s one thing to have access to a repository, but of greater value is the ability to develop an electronic form so that content can be utilized to streamline processes.)

• Do I have the flexibility to deploy the solution in the cloud or on premises?

• Does the solution provide anytime, anywhere access?

• Can I analyze the information to make better decisions?

Last but not least, the solution must be user-friendly and easy to access on any device.

“Our goal at DocStar is to empower users by providing a customizable business tool to fit their unique needs,” Franceski said. “For example, our graphical interface lets users easily build their own workflows. They don’t have to involve IT to build, add to or change the workflow.”

Many ECM platforms have fantastic customization and personalization capabilities. This is one area where the platforms Jeff Segarra, Nuance distinguish themselves and where the end-user interaction is most valuable, according to Jeff Segarra, senior director of product marketing, Document Imaging, for Nuance Communications. This interaction is a challenge, and must be adequately surfaced and represented in client systems.

“Our Nuance eCopy ShareScan and Nuance AutoStore capture and workflow platforms are extensible and scriptable, allowing them to interact bidirectionally with ECM systems to deliver the most interactive end-user experience possible,” he noted.

It is that robustness of the integration API of ECM systems that can act as a point of differentiation, he added.

Authentication, personalization and file destination control are just some of the areas that need to have an API so that middleware systems can take advantage of all the capabilities of an ECM system.

We Saw It In ENX Magazine

continued on page 34

Vendors Chart the Qualities of High-Impact ECM Platforms Cloud-First Strategy

The demand for products that are more robust and can easily integrate into applications such as ERP systems— involving print, database, user (active directory) and content retrieval— encompassed tools and modules that changed significantly with the onset and demand of cloud systems, notes Steve Behm, vice president of sales for DocuWare. As a result, DocuWare employed a “cloud-first” strategy with tools and modules for the specific requirements involved in integrating multiple cloud-based systems.

Furthermore, with ECM requirements being broader and more specific in demand, broad content management is but a basic requirement that serves as a jumping off point for more advanced needs.

automatically extracting data from the printed page during scanning prior to pushing the data over, which requires the system to gather data beMichael Frattini, forehand from the Square 9 business application to ensure the transaction is valid.

“Those are the two most-common scenarios, and we often find that levelsetting integration expectations, first and foremost, is a key to the success,” he said. “Not doing so can be a significant challenge. Also, many organizations don’t have the infrastructure to support the integrations that they demand—

WE’VE CREATED POWERFUL TOOLS TO PULL DATA OFF THE PAGE THAT OFTENTIMES A LAY PERSON OR ENTRY-LEVEL ADMIN USER CAN IMPLEMENT ON THEIR OWN.

Michael Frattini, Square 9

“Consumers expect integrations, print, database, retrieval, etc. However, today that demand now includes workflow and electronic forms as part of a full ECM solution, and of course have all of it delivered through the cloud,” Behm said. “Companies that are not capable of delivering all of this, via the cloud, will have a difficult time keeping pace. DocuWare adopted a cloud-first strategy by investing heavily in development as far back as 2008. Therefore, DocuWare is now a market leader in delivering a robust, full-featured, multi-tenant ECM system hosted in the Microsoft Azure platform.”

One of the key factors in a successful integration begins with establishing expectation levels with the end user, according to Michael Frattini, senior vice president of operations for Square 9 Softworks. For example, does the client need the ability to recall a document from a screen or from a transaction from their business application? Or is the need for bidirectional data pushing? In this case, manual key entry is eliminated by 34

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neither the internal expertise on the business application nor just simply internal administrative-type users who will take over the system postimplementation and be able to make changes to it or leverage that integration in other areas.”

Applications Knowledge

Quite often, Square 9 is called upon to be an expert on not only its Global suite of products, which it can obviously provide, but also the customer’s system for integration purposes. While Square 9 is well versed on many of the popular systems it marries the ECM with, it doesn’t have admin-caliber knowledge of every application with which it integrates. When the end user is lacking in knowledge of its own systems, it can be problematic.

In Frattini’s view, a quality user experience is what best separates an ECM platform from other titles on the market.

He believes a user experience needs to be streamlined and focused on user adoption in order for the system to achieve its stat-

ed ROI. In conversations with end users, many will note that while another title will be rich in features, Square 9 will get the nod because the other solution will be overly-convoluted, its features won’t execute as expected or the client won’t have a need for some of the features.

“From the beginning, we prided ourselves on developing powerful solutions that users are quick to embrace and which promote user adoption,” Frattini noted. “We’ve created powerful tools to pull data off the page that oftentimes a lay person or entry-level admin user can implement on their own.”

The challenge for any system that integrates with an ECM solution is keeping the integration current and quickly updating Wouter Koelewijn, it when the ECM Y Soft changes, according to Wouter Koelewijn, chief product officer for Y Soft. While many software solutions outsource integration to third parties, Koelewijn notes Y Soft is committed to handling the integration itself, which ensures customers of timely, accurate updates.

“Traditional ECM systems that track documents have workflows. They have been in the business for a long time and are typically integrated with ERP systems or some other critical business system,” he noted. “The newer generation of enterprise file sync and share systems (EFSS) has great new technology and comes with fantastic, new APIs. But their level of integration cannot go deep into an ERP or other business system; it is just not at the level that traditional ECMs have. Our solution, YSoft SafeQ, can integrate with either a traditional ECM or the new generation EFSS.”

Ability to Scale

Three key points of differentiation for an ECM platform are interoperability, reliability and accountability, according to Catherine Wilson, director of operations or Laserfiche. One of the more common complaints she hears

We Saw It In ENX Magazine

continued on page 36

Vendors Chart the Qualities of High-Impact ECM Platforms when replacing niche solutions is that the incumbent system lacked the ability to scale operations throughout the enterprise. Customers are also drawn to security certifications such as DoD 5015.2 and VERS that provide the reassurance that their system meets the rigorous industry standards.

Another criticism that larger end users of legacy systems voice is that the solutions are clunky and lack usability that is unique to each customer. “While customization is an option with these systems, it is a costly request that often requires a consultant,” she added.

What makes Laserfiche so effective, according to Wilson, is that unlike many legacy systems, it is highly configurable and provides context Catherine Wilson, to the user around Laserfiche the content. Its Business Process Library is a collection of downloadable business-process templates with more than 100 horizontal and vertical solutions, and its industry-specific solutions were constructed in conjunction with customers who are experts in their given disciplines.

“These allow customers to hit the ground running with their new ECM platform, backed by industry-specific solutions that help our resellers provide vertical expertise,” Wilson remarked.

DocStar’s Franceski believes that for long-term success, dealers should think about how to automate processes to produce better business outcomes in order to achieve optimal success in selling software. He feels best-in-class dealers understand where the inefficiencies are located in those processes, and have moved away from the legacy thinking of ECM as a repository in favor of business process automation.

“Best-in-class dealers offer an array of solutions to meet different needs, as well as the expertise to counsel and advise clients,” Franceski said. “They have restricted their businesses and teams to deliver these solutions.”

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Tools for Success

According to Behm, the most successful dealers deploy a structured sales strategy developed in conjunction with DocuWare, which has an online Steve Behm, training program DocuWare that covers the basics of selling ECM and a program geared toward becoming certified as a DocuWare Sales Advisor (DSA). Dealer sales reps are also instrumental in filling seminars or “lunch and learns,” which Behm feels is an effective strategy to develop prospects.

Certified DocuWare Application Consultants work with the DSA and the prospect to prepare and deliver a strong product presentation to meet the business use-case needs. This paves the way for a closing meeting to properly present the proposal and answer any remaining questions. In addition, a DocuWare regional sales director is also involved in assisting every step of the process.

Wilson notes that Laserfiche’s most successful dealers are industry experts.

Successful VARs provide integrations with key lines of business applications and have a deep understanding of highvalue processes. As a result, they are able to quickly deploy solutions while providing top-notch customer service.

“Excellent customer service is essential because it is the driving force behind referrals,” she said. “We are seeing the lifespan of CIOs at one organization shrinking to a few years before moving onto their next position. If a VAR is easy to work with and provides a dependable and scalable solution with a high ROI, then IT leaders will bring that system with them wherever they go.”

While not the easiest initiative to perform, Square 9’s Frattini points out that many of the company’s dealers are seeking to marry the sales cycle of their MFPs with the ECM solutions sale. In order to accomplish this, the deal structure needs to be simple, have a quick ROI and, most importantly, be repeatable.

“Instead of trying to paint a Picasso from a blank canvass each time, dealers can build a highly successful project and

BEST-IN-CLASS DEALERS OFFER AN ARRAY OF SOLUTIONS TO MEET DIFFERENT NEEDS, AS WELL AS THE EXPERTISE TO COUNSEL AND ADVISE CLIENTS. THEY HAVE RESTRICTED THEIR BUSINESSES AND TEAMS TO DELIVER THESE SOLUTIONS. Tom Franceski, DocStar,

The most successful solution providers take the time to understand the customer’s paper processes and involve the users in defining the workflow, notes Y Soft’s Koelewijn. In this regard, users can see how the workflow improves the business and frees them to do more productive work.

“In other words, don’t start with the solution, but rather with the problem that needs to be addressed,” he said. “And start simple, do try to solve everything directly, and iterate as needed. For example, start with our intuitive and simple-yet-powerful scan interface on a multifunctional device. As the workflow is used, it can be tweaked when users identify ways to make it more efficient.”

then find other very similar customers who would realize a similar benefit,” Frattini said. “That allows them to reduce their professional services burden, it lowers the acquisition cost for their customers and creates a quick turnaround time for these projects. That allows them to go from sale to implementation and sign off very quickly. That’s great for sales reps...they’re used to pushing a piece of equipment out the door, plugging it into the wall, then getting their commission check. The same rules apply in the software world, and although the process is not as fast, you can get pretty close by utilizing repeatable solutions.” ♦

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Control.

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Erik Cagle

Channel Insight News Briefing

HP Believes Road to Gaining Dealer Respect Intersects with A3 Market Leadership

H

P’s acquisition of Samsung’s Print business was completed in November 2017 and the shape and direction of HP’s entry into the A3 space is becoming clearer. HP executives made their goal clear from the outset: the Palo Alto, CA-based OEM was keen on taking a big chunk out of the $55 billion market, and its simultaneous unveiling of 16 new PageWide-fueled A3 machines further underscored that initiative.

With the deal being finalized last November, HP is now in the process of vetting and bringing Samsung dealer partners over to the HP fold and is working diligently to organize its infrastructure. One of those tactics includes the naming of longtime HP employee and executive John Whidden as its vice president of the HP Specialty Print Channel in the U.S. While Whidden had a mere six weeks in his new role, he took some time to speak with ENX Magazine about the Samsung integration process,

Shown from the left are the HP LaserJet Managed MFP E82560z with external booklet maker, the PageWide Managed Color Flow MFP E77650z and the PageWide Managed Color Flow MFP E77660zs with optional external finishing 38

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the role PageWide technology will play in helping HP take a commanding share of the A3 pie, and the road ahead in enabling HP to capture mindshare among the dealer community. HP is hoping that its reputation for high-quality technology will translate into successful penetration of the BTA space.

Tell us about your career path leading up to your current position at HP. WHIDDEN: I’ve been with HP for close to 30 years, in and out of the print business in different roles. I was in the MPS business for several years, along with the Supplies business. I moved over to our A3 dealer Specialty Print Channel about a month ago as a vice president to run that for HP in the U.S. I’m excited; the experience so far has been good.

The conversations with partners have been positive. While we have a very strong brand in the network printing arena, I think the dealers expect us to prove ourselves in the MFP copier space. There is a lot of positive momentum. It’s an exciting time for me personally and for everybody within the group.

What does the Specialty Print Channel entail?

WHIDDEN: The Specialty Print Channel is our dealer channel specifically dedicated to A3 and A4 managed products. It includes previous partners that had been with HP, selling A4 and A3 solutions in addition to the new partners we have recruited to tackle the A3 MFP We Saw It In ENX Magazine

John Whidden, VP, HP Specialty Print Channel

challenge. All partners, as well as new and traditional dealers, must meet criteria around service, support, and machines in field.

These partners have access to the new A3 portfolio of products, including A3 PageWide. These products are powered by disruptive technologies such as Smart Device Service platform (SDS), and are backed up by unique channel support and programs.

Can you talk about the integration process, both from the Samsung side as well as moving dealers over to HP? WHIDDEN: Initially, we looked at all the Samsung partners and brought some into our program right around November. After that initial onboarding, we had the chance to evaluate the other partners as well as time for them to assess what a partnership with HP could do for their business. We continue to onboard partners. It seems to be a good fit both ways. We’re still in discussions with the remaining

dealers, and we’ll continue to make decisions about which partnerships make sense in the U.S. Tell us a little about HP’s strategy in moving to the BTA channel. How has Samsung assisted in the process of learning about its nuances?

WHIDDEN: Well, we had a number of partners we brought over initially that were traditional HP Print Partners. Many at the outset were existing HP partners, with the Canon-based A3 and A4 line.

Then we added new partners, copier channel partners—some of them Samsung dealers, some outright new partners for HP. For us, it’s about finding the right partners in each market— both with the partners we have that are traditional HP partners on the A4 side and adding in the Samsung partners that make sense, plus with the new strategic BTA dealers. The Samsung acquisition did accelerate the move and we’re looking at other partners to make the full dealer base that we’ll go forward with.

How has the process for vetting Samsung dealers progressed in terms of bringing them into the HP Partner First program?

WHIDDEN: We’re going to continue to evaluate the ones that have not signed yet as we look to add more resellers this year. We’re talking to partners and they’re getting a feel for what we bring to the table.

Can you talk about the vetting criteria HP uses to bring aboard not just Samsung dealers but other dealers as well?

WHIDDEN: They all have to meet similar criteria: The number of contractual machines in field, how many units are sold per year and their service capabilities and coverage. In the U.S. it varies by region, depending on which major metro or secondary market they’re in. Understanding a dealer’s ability to service its customers, bring on our product line and really own that service relationship is important. We require two techs per branch as a start, and there’s a five-day, hands-on HP training program for them to go through before they can be onboarded. Other areas include sales and demo capabilities, solutions—a lot of the traditional criteria one would

The HP PageWide Managed E77660zs with an in-cave finisher

expect from this channel. Security training to understand the role of printers and copiers for overall cybersecurity as well as what HP is building into our products is also a key part of our training for this channel. It’s a critical differentiation point for the HP print portfolio and part of what we expect

picture standpoint, Europe and Latin America are both performing well. The U.S., which I’m managing, is doing well in some areas, and we are looking for consistent growth nationwide across our broad portfolio. Our goal is to have all products operate as one HP portfolio offering to our partners. If you look

UNDERSTANDING A DEALER’S ABILITY TO SERVICE ITS CUSTOMERS, BRING ON OUR PRODUCT LINE AND REALLY OWN THAT SERVICE RELATIONSHIP IS IMPORTANT. dealers to embrace. There are sales minimums required to be on the program with HP in terms of units per year. It’s a highly competitive process, and it comes down to having discussions with each partner to see where we fit within their business, and ensuring they have a good understanding of our products and solutions.

At the 2017 Samsung dealer meeting, Tuan Tran discussed the desire to garner double-digit market share in the A3 space. How has this progressed?

WHIDDEN: The focus is on our 2020 share goal, because we know that with many of the partners that are in this channel, HP is going to be new to them.

We know it’s going to take time and there will be changes we’ll have to make as we go through certain aspects of growing with them. From the big-

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across the different platforms, between the A4 and A3 products that we’re selling—including the Canon-based products, the legacy Samsung, now HP products and the PageWide offering— we’re seeing results across each that are encouraging.

How else will HP parlay its strength in A4 products and technology to bolster the A3 offerings?

WHIDDEN: We see PageWide as a strong differentiator for HP. We know we must bring value and differentiation, obviously, for partners to look to HP as an alternative. One of those areas is the A4 line, but with the added benefit of offering solutions and common user experience across both the A4 and A3 lines. HP security solutions span our enterprise portfolio, as does our Smart Device Service (SDS) platform, our continued on page 40

June 2018 | www.enxmag.com

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HP Believes Road to Gaining Dealer Respect Intersects with A3 Market Leadership We’ve seen over time how some of our competitors have grown in this channel.

It takes time to build the business relationship and you must be able to differentiate what you are offering over competitors. We’re committed to that investment.

How does 3D figure in to HP’s overall market approach?

WHIDDEN: We’ve seen it as an area of interest for partners as a possible opportunity to work together. Our 3D offering has been out to market for a year and a half now. DaaS, 3D and the graphics solutions are all areas we’re talking with partners about to see if they want to invest and grow in those markets.

The HP PageWide Managed P77750z in an office setting

back-office proactive support solution.

Our goal is to have our offerings span both product lines to give partners and customers total end-to-end solutions.

For us, A4 is certainly a part of it; those products are typically well received by most customers in their IT organizations.

We think that’s a benefit for partners to penetrate a full print-and-copy solution.

At Executive Forum 2018, HP announced the expansion of its A3 MFP line to include PageWide A3 SKUs for transactional and contractual channels with external finishing. What are your expectations in terms of market impact?

WHIDDEN: We think PageWide is a positive disruptive technology. It is a key part of our overall market share goal.

We know that it will be mixed in with the other A3 and A4 products that we offer. It’s a new technology for many partners and customers, so as we work through our five-step activation process, PageWide is a big part of that training.

The solution itself, the environmental benefits of the product, the cost effective color technology, and the overall differentiation it brings are critical.

We’ve seen good results with it so far.

That said, the technology needs to be designed into the environments to align with the user needs. We find that once the technology is better understood by 40

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partners and customers, we’ll continue to see positive movement toward the PageWide technology.

As HP is fairly new to the BTA space, what changes in this channel are influencing your go-to-market strategy, and what variables will play a role in your strategy going forward?

WHIDDEN: There’s a lot of consolidation going on in the channel and this could be a great opportunity for HP. There are changes at our competitors, just as there were changes with HP since we split the company. It creates an opportunity for inroads with this channel, and while we are investing here, not all of our competitors are, so it’s giving us a chance to work with these partners. That extends to not just the A3 space, but the A4 line and our graphics portfolio. We have DaaS (Device as a Service) solutions, which a number of partners are showing interest in as an opportunity to grow their revenue.

Between DaaS, graphics and 3D printing, we feel like there’s a lot we offer partners. Partners are all looking to grow with new revenue streams, and we’re positioned to take advantage of it at HP. Having said that, we need to recognize we need to change how we do business to be successful here. We are going to have to earn share to meet our goals.

Obviously, HP’s overall reputation in the market should strengthen the A3 foray.

WHIDDEN: For sure. I think our brand has been well maintained over the years through a lot of hard work by all of our employees worldwide. Having said that, while our brand is generally strong with IT managers and we think that there’s a familiarity that will help us with the A3 line, we know we still have to figure out how to do business with the dealer channel. That’s a big challenge, but it’s one we’re committed to.

What are your goals for 2018?

WHIDDEN: Our Smart Device Service, the SDS platform, is already driving savings around support and maintenance.

Between the A3 products, the A4 products, SDS, our Partner Service Network and other elements of our programs, we do believe we can drive savings around support for partners and improve their overall profitability.

We want to continue the momentum as we shoot to reach our goal for share by 2020. We’ve got our dealer channel organization settled and in place now in the U.S. Now it’s about the day-to-day work, the partnering, and making sure we’re adding value and differentiation across all the areas we discussed. We’re trying to earn that business every day, and making sure we’re on track. ♦

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OEM Solutions

Integration Innovation: A Manufacturer’s Guide to Enterprise Content Management Solutions Given the multitude of software solutions related to ECM and document capture on the market, it’s easy to forget that many of the industry’s leading OEMs have document-management tools of their own that integrate effectively with many of the most-commonly-used systems.

W

e’ve provided a roundup of numerous manufacturer offerings, with insight as to how they can add order to the paper chase chaos of a dealer’s client, thus enabling them to focus more intently on their core business needs.

Canon BISG

Canon’s imageRUNNER ADVANCE series of MFPs utilizes several software solutions to help optimize enterprise content management. uniFLOW, Therefore, and imageWARE Secure Audit Manager Express, as well as partnerships with Box, mxHero and Nuance’s eCopy, support organizations that are looking to move toward the concept of an “office of the future.”

The uniFLOW platform is an end-toend printing, scanning and device management solution that helps improve the control and efficiency of the imageRUNNER ADVANCE and other compatible

multifunctional printers, which can lead to efficiencies of time and money.

The Therefore information-management software enables users to store, manage and process business information efficiently, economically and securely. For example, end users can scan in documents on an MFP using the Therefore Capture Client to index, process and store into their respective categories for improved employee productivity.

The imageWARE Secure Audit Manager Express module, available as an optional component within uniFLOW, is a security solution that delivers detailed auditing of an organization’s document-related activities on compatible solutions.

Through the company’s integration with Box and mxHero, customers can gain access to cloud-based capabilities that address many of the headaches that come with sending and receiving large files, making email inboxes less “bulky” and more secure.

Additionally, Nuance’s eCopy makes it easier for workers to access critical document processes and keep businesses running smoothly. Whether interfacing directly with other organizations, or collaborating internally, employees can leverage the service to capture information in the office through the MFP, on smartphones or on tablets to enhance connectivity and centralize document capture.

Epson

Canon imageRUNNER ADVANCE 42

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More than ever, companies are looking to print management tools to inject transparency, user access control and improved security into their printing workflows. And with respect to document management, research has shown that

nearly a quarter of end-user time on an MFP is spent digitizing documents.

In order to address these issues, Epson offers home-grown solutions such as Epson Device Admin and Document Capture Pro. The company is also expanding co-marketing and business partnerships with key ISVs who service market verticals and workflow functions critical to end users. This allows them to build additional value for their partners and end users.

Their Open Platform is fundamental to this focus, allowing third parties such as Nuance Equitrac and PaperCut MF to manage Epson devices, track activity and provide enhanced security measures through user control and access authentication. The company is also working with an assortment of solution providers outside of Epson Open Platform integration, allowing increased compliance of Epson devices with a broad range of print-management and document-management/ECM offerings.

Konica Minolta

Konica Minolta’s offerings in this space are focused around increasing collaboration, enhancing data security and enable easy records management. They support manual processes, including invoice processing, contract collaboration, claims and loan processing, and in many cases, it fully integrates with Konica Minolta MFP devices.

The manufacturer’s industry-specific intelligent information management solutions, along with its expertise with business-process optimization/conversion services and SharePoint customization services are relevant for customers in government, health care and financial services/insurance, among other industries.

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continued on page 44

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Integration Innovation: A Manufacturer’s Guide to ECM Solutions

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Found in all industries, Konica Minolta’s departmental solutions for accounts payable and receivable, human resources and contract management help organizations with productivity by reducing manual processes and paper-based operations. People can easily search within documents and create workflows to accelerate approval processes, and supervisors can see where bottlenecks occur and can act to ensure a smooth flow of information.

The company also offers content management consulting services, including business content assessment, requirements analysis and system design, digital transformation, system implementation and project management, and custom application development for both ECM solutions and SharePoint expansion services.

Finally, their services include document scanning and secure conversion services for projects of all sizes and levels of detail, from back-office conversions to digitizing records and archives—such as document scanning, wide format scanning, microfilm scanning, and digital scanning with microfilm backup.

KYOCERA

Six years ago, KYOCERA reimagining its business announced it to the world with a new name: KYOCERA Document Solutions. This was in response to a shift in the way the company saw document capture and ECM gaining PremierCOMPRESSION more importance for workflow and relationship building. Last year, the OEM added even FONTS: Premier Rotis Semi Serif

Rotis Semi Serif RotisSemiSerifStd-Regular

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COMPRESSION Microsoft Yi Baiti

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greater enterprise content management resources by acquiring Databank, a national ECM powerhouse with specific expertise in document capture.

Today, the company offers a variety of integrated document workflow solutions that combine hardware, software and services into its Total Document Solutions. Software-ready MFPs run any of 60+ apps for document capture, indexing, routing, cloud-based storage, retrieval, security and cost-control.

In addition, many of KYOCERA’s dealers are moving “beyond the document” to include other forms of data. The company provides ongoing training, ride-along technical experts, pre- and post-sales support—whatever its dealers need to optimize the way documents and data flow through their customers’ businesses.

So every Kyocera dealer can be the point-person for offsite scanning services, remote device monitoring and business-process improvement.

Lexmark

One of the advantages of smart MFPs from Lexmark is that they enable customers to digitize hard copy documents directly at the point of capture. Starting with basic support for scan-to-email and scan-to-network folder on every MFP, documents can be imported into ECM/document storage services. These smart MFPs also allow for direct and secure integrations with Microsoft SharePoint, IBM FileNet and EMC Documentum by Premier PremierCOMPRESSION leveraging the eSF framework and Lexmark Document Distributor software. Further, FONTS: Premier Rotis Semi Serif

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these technologies can be customized by Lexmark’s professional services teams based on customer demand for systems they currently use. The eSF SDK is also available to software alliance partners to develop their own integrations for Lexmark devices.

There’s also a new offering from Lexmark called Lexmark Cloud Connector. This embedded solution enables users to authorize the Lexmark Smart MFP to directly print and scan from cloud service providers Box, Dropbox, Google Drive and OneDrive. The focus is allowing customers to leverage the MFP to capture documents directly into their existing ECM infrastructure.

Panasonic

In order to make scanning easier, Panasonic has joined with industry-leading vendors to offer two solutions—PremierOCR/PremierCOMPRESSION and GlobalCapture Convey.

PremierOCR/PremierCOMPRESSION utilizes best-in-class OCR and dramatic file compression to make files smaller, faster, more accessible and easier to process. It integrates with existing workflows and improves them by producing significantly more manageable documents to assist organizations with productivity.

Panasonic KV-S2087 workgroup color document scanner

GlobalCapture Convey is a fully webbased solution for automating the flow of information with any Panasonic scanner.

This solution was designed for organizations looking to introduce capture automation into their business processes with or without an ECM platform.

being stuck for hours searching for information, sometimes to no avail, they can work more efficiently and feel more empowered through quick access to what they need.

Ricoh offers MFPs equipped with Smart Operation Panels that are designed to improve employee productivity. With a few presses on the screen, these devices can scan directly to the ECM system itself, with approval workflows and next steps baked right in, or leverage powerful capture software to provide advanced scanning and indexing capabilities.

The company also partners with many leading software vendors in the capture and document-management spaces, while offering customers both on-premises and cloud-hosted solutions.

Sharp

Among Sharp’s suite of content-management solutions is Sharpdesk. This comprehensive scanning tool allows users to organize, annotate and edit scanned documents from their computers. The company also has a new generation of MFPs that offer cloud and email-connect features to help ensure secure scanning and printing. Through these MFPs, paper-based document workflows integrate with popular cloud services, leveraging the security and convenience of the email connect feature to scan and send emails from logged-in users.

For those in the small- to medium-sized-business space, Sharp Cloud Portal Office (CPO) is a versatile, entry-level content management service. CPO provides a secure structured repository for digital content with a simple process to store and retrieve informa-

Ricoh

A well-constructed ECM system empowers knowledge workers by making information accessible where, when and in the format they need it. Rather than We Saw It In ENX Magazine

tion by using key custom indexing features and seamless integration at Sharp OSA-enabled MFPs. To complement all these services, Sharp offers its award-winning Sharp Open Systems Architecture (OSA) development platform. Supported by the Sharp Partner Program, the OSA allows qualified partners to find resources they need to design and co-market their solutions.

Key ECM software partners can also access the OSA Software Development Kit (SDK) to create specialized product integrations for customers utilizing Sharp MFPs.

Xerox

Xerox DocuShare is an ECM solution that offers businesses flexibility, affordability, scalability and easy deployment, adapting to any organization’s workflow.

It offers both the intuitive content services needed for widespread document management and image capture, and the advanced ECM capabilities necessary for more complex document workflows, including audit, lifecycle management and workflow capabilities for better governance. Two of the key ECM offerings are:

• Xerox ConnectKey Software for DocuShare: a highly productive scanning solution that allows businesses to transform manual scanning into a fast, effective, automated process directly from a Xerox multifunction printer. It’s easy to set up and use right away due to its simple scanning, powerful data lookup and business intelligence.

• Xerox DocuShare Flex: this allows SMBs and company departments to digitize processes such as invoicing, sharing files, editing, managing databases and storing documents. It’s an affordable, cloud-based platform that provides automation, security and scalability that’s easy to configure and use without IT support. ♦ June 2018 | www.enxmag.com

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Ken Edmonds

Service Management News Briefing

Taking Time to Prepare Can Make Foray into Solutions Less Stressful for Dealers I remember talking to a dealer principal several years back, and asked him for his e-mail address. He responded that he didn’t like computers, and told me to just send it to one of his admins.

I

knew his business was in serious jeopardy, and in fact, it failed a few years later.

The point of that story is to emphasize that we are in an ever-changing business environment. And in many cases today, dealers and service departments are reluctant to get into the solutions business.

Some have tried dipping their toes in and gotten burned; others just want to be oldschool dealerships. But we must remember that we can’t afford to get trapped in the current way we do business, or we will soon be out of business.

The Reality

Office equipment today is designed to be part of a network’s infrastructure.

Devices are no longer output-only or scan/fax/print devices, but now can—and often do—serve as portals for access to applications. If your company is not currently selling and supporting applications, that needs to change, or your company will be in jeopardy of failing.

With the increasing view of the multifunction printer (MFP) as an active part of the Internet of Things (IoT), clients are expecting the ability to use the MFP to do many things, including: • Work with mobile devices; • Serve as a gateway to their document management or enterprise content management systems; • Provide secure access to these applications.

In more and more companies, controlling access to and output from devices is becoming a requirement as well.

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The Challenge

For the service department, installing and supporting these applications can present difficulties. I heard a recent experience of a dealer, who found a national account opportunity that required a secure document-management solution.

The company contacted the manufacturer’s solution representative, who performed a walk through, identified the customer’s requirements and found the appropriate software package. They contacted the vendor and verified that the solution would work with the client’s access-control badges. They then sold the client on the product and equipment, and got the order.

All is good, right? The client is happy, the sales reps involved are happy, so what could go wrong?

Eventually, the equipment shows up and the service department works with the software vendor to manage the setup and installation. This is where it goes downhill—the service department has IT technicians with good networking skills, but they had never seen the application that was sold. The service department had never installed the card readers. No one had verified that the configuration would work as sold for the client on their server.

Needless to say, the result was a disaster. After weeks of working with the software vendor and not having any success, they asked me to come in and help.

I was able to get the card reader working without any issue on other applications, but it wouldn’t work with the vendor’s application. As it turns out, there were compatibility issues with the client’s server OS, the software and the firmware

on the MFP. By this time everything was done, the client cancelled the order and the potential national account opportunity was history.

How to Prepare

The underlying issue with the scenario above was that no one was prepared for the opportunity. This lack of preparation existed in both the sales and service departments. The sales staffs, including those of the vendor, manufacturer and dealer, did not understand the potential issues that could arise. The service staff had no exposure to, or experience with, any of the pieces except the copier. From a dealer’s perspective, we will talk about how some or most of these issues could have been prevented.

Sales

To start with, the dealership needs to identify the vendors it wants to support.

A decision should be made on which products the dealer will offer. There may be a rare exception, but the great majority of solutions sold should be from preselected packages and vendors. Make this decision before selling any solutions—this allows you to get the needed training on the process and the potential pitfalls before the opportunity arises.

My belief is that there is a need for specialized sales people to handle solutions. By having all sales people looking for solutions opportunities and then funneling them to the specialists, the specialist can then be trained on the software being sold, understand how the software functions and what the limitations of the software are.

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Service

Just as the sales department will benefit from having a specialist, so will the service department. It may be that your department already is doing some network support and you have technicians with the computer skills to handle this role. If not, you may need to hire someone with these needed skills.

Once you have an individual selected, you need to get them trained. Going through the vendor’s or manufacturer’s training is not going to be the end of the training they will need.

configurations a client might want. In addition to the server, accessories such as card readers and biometric devices need to be available.

Solutions specialists from both departments need to work with and test the operations of the solutions and the equipment. This helps ensure they will be comfortable when they need to either demonstrate or install one of these configurations for a client. They will also want to practice the installation and use on different operating systems, both for the workstation and the server.

Demo Room/Lab

Process

For the solutions specialists, both from service and sales, the largest part of their real training will be the demo room. This will serve as both a training lab, and a presales proof-of-concept lab. To create an appropriate lab, I recommend installing a dedicated virtual server that can be configured with various versions of the popular operating systems a client might use.

A virtual server can be configured, and then used over and over as practice for installing and testing the various

The last important piece to being successful is developing a sales-and-deployment process that allows for a seamless installation. The process starts with proper qualifying of the client’s needs and expectations—his is imperative in choosing the correct application to be presented.

At the same time, all pertinent information about the client’s infrastructure needs to be collected. This would include, but not be limited to the network

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configuration, server and workstation OS, and the type of access control that is desired. If they are going to use a proximity or access-control card, a sample card needs to be obtained, as well as an understanding of where and how the credentials are stored.

Once you know the listed factors, the next step is creating a virtual environment that replicates the major components of the client’s environment. Use this environment to test the deployment and functionality of the recommended configuration before making a proposal to the client. I would also recommend the client be given the opportunity to test the configuration in the lab before completing the sales cycle. This would be an excellent way to instill confidence in all parties.

The first few times you go through this process, it may be slow getting the kinks worked out, but every time should get better and easier. The end result is that both the sales and service specialist will become very proficient, and installations will become routine and reassuring to the client. ♦ June 2018 | www.enxmag.com

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47

Britt Horvat

Technical Tips News Briefing

A Deeper Dive into Xerox WorkCentre 7120 Series WC 7120, 7125, 7220, 7225

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In prior articles, we’ve covered the drum cartridges and fusers for this series of full-color MFP copiers. Now let’s see what makes these machines tick—we’ll cover the Fault Code meanings and take a first stab at how to get around in diagnostic mode.

s a refresher, these machines are designed for office use with a duty cycle of around 50K impressions per month.

They’re price at around $7,000 new, which is roughly half the cost of a WC-7855. Although they’re not as heavy of a machine, they’re capable of producing fine-looking full-color copies and prints, and are substantial machines in their own right.

This series has a duty cycle of around 50,000 impressions per month, with toner cartridges expected to run about $15,000 (for c/m/y) and $22,000 (for black) assuming 5% coverage. One thing to note is that there is more than one region or “plan.”

If you install the wrong version, the machine will reject it because the Customer Replaceable Unit Monitor (CRUM) chip is wrong. There are 4 drum cartridges (R1-R4) which are color specific, as each includes the developer station underneath it. These have a stated yield of around 50-60,000 each (part numbers: 013R00657(K), 013R00658(Y), 013R00659(M), 013R00660(C)). Replacement parts for the drum cartridges and drum count reset CRUM chips are available to repair, rebuild or otherwise extend the yield on these cartridges.

The 2nd BTR (Transfer Roll Assembly) on the left door is R5, good for just under 200,000. There’s also a Transfer Belt Unit (R6) which is fairly easy to replace; it’s considered to be customer replaceable, and has a stated yield of 200,000. Finally, there’s the Toner Waste Container (R7), which comes with a new wand (stored in the front door) for cleaning the ROS windows (the laser-slit glasses). To clean the ROS windows, remove the Waste Container first, and behind there you’ll see the slots where you can slide the wand in and out. Push the wand in slowly until it stops, then retract it slowly for best results.

Next, let’s have a look at some of the fault codes. This list is by no means complete, but should send you in the right direction for most of the common faults. In the list below, some of the hints tell you to “power off completely,” which means turning off the outer power switch first (that one on top of where the front door opens on the right). After the machine is fully powered down, you then need to open the front door to turn off the Inner Main Power Switch on the inside of it.

For reference, here are some acronyms used repeatedly in the fault list: ATC = Automatic Toner Concentration 48

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7225 Copier

www.enxmag.com | June 2018

ADC = Automatic Density Correction CRUM = Customer Replaceable Unit Monitory (drum or toner chip) ESS = Electronic Switching System (the print controller board on the machine) MCU = Main Control Unit (main board) NVM = Non-Volatile Memory (machine settings) ROS = Raster Output Scanner (laser unit) Note: a handful of fault codes require you to reset NVM settings back to zero before the machine will run again. See the asterisks at the bottom of the table for more info about resetting the fault codes which require the extra step.

FAULT CODE LIST

For 7220/7225, the fault codes will all start with “3” instead of “0.”(e.g. 310-319 = 010-319) Fault Code 002-500 003-xxx faults 005-xxx faults 010-xxx faults 010-319* 010-320/333/* 010-328 010-329 010-330 010-337* 010-420 010-421** 012-xxx 013-xxx 016-xxx 018-xxx 021-xxx 024-xxx

Fault Meaning Controller-to-user interface (UI) communication problem Controller (ESS) problems Document feeder (DADF) problems Fuser problems Fuser heat control failure (*must reset from NVM Read/ Write, see below) Fuser overheat (*must reset from NVM Read/Write, see below) Fuser did not warm up in time (this can happen if the room is cold; power off completely Fuser reset fuse failed to blow (hen a new fuser is installed, the machine sees it and attempts to blow the fuse) Fuser motor stopped turning (if something is seized up in the fuser or the drives to the fuser, the machine sees that the motor can’t turn) Fuser heat roll paper wrap detected (*must reset from NVM Read/Write,see below) Fuser near-end-of-life warning Fuser end of life (**HFSI counter reset recommended) Finisher faults (too many to list here) Finisher faults (too many to list here) Controller problems Network problems Foreign device interface (FDI) problems Controller problems

We Saw It In ENX Magazine

025-xxx 026-xxx 027-xxx 033-xxx, 034-xxx 035-xxx, 036-xxx 041-xxx 042-313 042-323 042-325 042-330 042-337

042-345

042-346

045-322 061-xxx 062-xxx 062-277 062-300 071-105 = T1 072-105 = T2 073-105 = T3 074-105 = T4 071/072/073/ 074-210 071/072/073/ 074-212 072/073/ 074-101 072/073/ 074-900 075-135 077-101 077-103 or 106 077-105 or 109 077-110 077-123/130 077-131 077-211

Hard-drive problems Scan/controller problems Network problems Fax problems

Main Control Unit (MCU) problems LV rear intake fan failure (127K61770) Drum motor failure (check for a bound-up drum cartridge or IBT transfer-belt assembly, which can stall the motor) Main motor failure (this motor drives the black developer unit and the paper transport; look for anything which might be binding up) Fuser exhaust fan failure NOHAD logic failure (ESS to MCU communication problem). Try first to power off completely. If that doesn’t solve the problem, the service manual says to reload the machine software.

Drum coupling contact failure. Check to see if one of the drum drive couplings in the back of the machine is “stuck” behind the frame; all 4 should be out a bit and spring loaded to mate with the couplings on the rear of the drum cartridges.

Drive logic failure (ESS to MCU communication problem). Try first to power off completely. If that doesn’t solve the problem, the service manual says to reload the machine software.

Image processing errors ROS (laser unit) problems Generally IIT (scanner) problems ESS to DADF (document feeder) communication failure Platen interlock switch open; check the DADF hinge for breakage Tray 1, 2, 3 or 4 paper jam (paper from tray 1, 2, 3 or 4 failed to reach registration sensor) Tray 1, 2, 3 or 4 lift failure Tray 1, 2, 3 or 4 paper-size sensing problem Tray 2, 3, or 4 misfeed Tray 2, 3 or 4 feed out sensor static jam (paper remaining on feed sensor) Tray 5 (bypass/MSI) paper jam (failed to reach registration sensor) Registration jam (paper never left the registration sensor) Exit sensor 1 jam (paper never left sensor OR never reached sensor) Exit sensor 2 jam (paper never left sensor OR never reached sensor) POB (paper on belt) sensor sensed paper on the transfer belt Registration sensor (duplexed page did not reach registration sensor) Duplex jam (paper never reached the duplex wait sensor) Tray 3/4 module mismatch (two-tray module vs. tandem tray module)

077-212 or 214 077-215 077-300 077-301 077-305 077-307 077-308/077-309 077-314 077-900 077-901/902 077-903 077-907 089-xxx 091-313 091-400/911 091-401/402 091-407 091-411 or 417 091-421 or 427 091-431 or 437 091480/481/482 091-910 091-913 091-914/ 915/916 091-917/ 918/919 091-921/927/ 928/929 091-936/937/ 938/939 091-940/941/ 942/943 092-312* 092-313* 092-314* 092-315* 092-649 092-650 092-661 092-662 093-314/315/ 316/317

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Tray 3/4 module reset fail OR logic fail Tray module communication failure Front cover interlock open Left cover interlock open (main left cover) Tray module left cover interlock open Duplex cover interlock open Left-upper cover open/ left-lower cover open Paper handler module logic failure Paper detected on registration sensor after jam clearance Exit sensor 1/ 2 static jam (paper detected on sensor after jam clearance) POB (paper-on-belt) sensor jam (paper detected after jam clearance) Duplex wait jam (paper detected on sensor after jam clearance) Color registration control failures CRUM chip ASIC communication failure Toner waste bottle nearly full/ waste bottle full Black drum cartridge, near end of life / end of life Black drum CRUM chip problem Yellow drum cartridge, near end of life OR drum CRUM chip problem Magenta drum cartridge, near end of life OR drum CRUM chip problem Cyan drum cartridge, near end of life OR drum CRUM chip problem Yellow/Magenta/Cyan drum cartridge, end of Life Waste toner bottle not in correct position (or not installed) Black drum cartridge, end of life Black drum CRUM failure/broken data/wrong CRUM version Yellow/Magenta/Cyan drum CRUM chip – communication failure Black/Yellow/Magenta/Cyan drum CRUM, out of position or missing Yellow/Magenta/Cyan drum CRUM, wrong CRUM version (data mismatch) Yellow/Magenta/Cyan drum CRUM chip, broken data failure Yellow ATC sensor failure (auto toner concentration); toner dispense problem for yellow, requires reset from diagnostics* Magenta ATC sensor failure (automatic toner concentration); toner dispense problem for magenta, requires reset from diagnostics* Cyan ATC sensor failure (automatic toner concentration); toner dispense problem for cyan, requires reset from diagnostics* Black ATC sensor failure (automatic toner concentration; toner dispense problem for black, requires reset from diagnostics* ADC shutter open failure (automatic density concentration) ADC shutter close failure Temperature sensor failure (internal machine temperature too high) Humidity temperature sensor failure Yellow/Magenta/Cyan/Black toner dispense motor problems June 2018 | www.enxmag.com

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A Deeper Dive into Xerox WorkCentre 7120 Series 093-320 093-426/427/ 428/429 093-912 093-916 093-941/ 942/943 093-948 093-950/ 951/952 093-953/954/ 955/956 093-957/ 958/959 093-960/ 961/962 093-970/ 971/972 094-417 094-419 094-420** 094-422** 094-910 102-xxx 116-xxx 117-xxx 118-310 121-xxx 123-xxx 124-xxx 125-311 127-xxx 133-xxx & 134-xxx 202-xxx

Developer drive motor failure (Y/M/C) Black/Yellow/Magenta/Cyan toner ctg. CRUM chip error Black toner cartridge empty Black Toner CRUM chip - out of position / communication failure / data broken failure / wrong CRUM version (data mismatch) Magenta/Cyan/Yellow toner CRUM chip communication failure Yellow developer install time failure (drum ctg. failed to initialize developer) Yellow/Magenta/Cyan toner CRUM chip data broken failure Yellow/Magenta/Cyan/Black developer install fail (pull seal from yellow drum ctg.)

Magenta/Cyan/Black developer install time failure (pull seal from magenta drum ctg.)

Yellow/Magenta/Cyan toner cartridge CRUM chip, wrong CRUM chip (data mismatch) Yellow/Magenta/Cyan toner CRUM chip out of position or missing IBT belt (transfer belt) unit is nearing end of life 2nd BTR (transfer roll) is nearing end of life IBT Belt (transfer belt) unit, end of life (**HFSI reset required) 2nd BTR (transfer roll) unit, end of life (**HFSI reset required) IBT belt unit, OR 2nd BTR unit out of position or not installed Generally UI (user interface/control panel) problems Generally controller problems Generally controller problems (UI/EWS) IPSEC failed to initialize Generally FDI (foreign device interface) problems Generally UI (user interface/control panel) problems Generally billing & serial number errors Controller problem with PSW cont. software (UI/EWS) Generally external communications Fax problems Timer failures

*Faults requiring reset from NVM Read/Write Some codes require setting a particular NVM code back to “0” to clear the fault. Enter diagnostic mode and choose “NVM Read/Write” reset the value of the specified code back to “0” (read more below). *010-319/010-320/010-333/010-337 fuser faults—reset NVM code 744-248 back to “0” *092-312 Yellow toner dispense fault—reset NVM codes 752365 & 752-369 back to “0” *092-313 Magenta toner dispense fault—reset NVM codes 752-366 & 752-370 back to “0” *092-314 Cyan toner dispense fault—reset NVM codes 752367 & 752-371 back to “0” *092-315 Black toner dispense fault—reset NVM code 752368 & 752-372 back to “0” 50

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www.enxmag.com | June 2018

**Faults requiring reset from dC135 HFSI (high-frequency service items)

1. Entering Diagnostics Mode Hold down “0” for at least 5 seconds 2. While holding “0,” press “Start” A passcode screen shows up, enter “6789” and touch “Confirm” Press “Machine Status” and choose the “Tools” tab 3. Choose “System Settings,” 4. In the center ”group” column, choose “Common Service Settings” 5. In the right column (features), scroll down to “Maintenance/ Diagnostics” and choose “NVM Read/Write”

*NVM Read / Write (Memory Settings)

To reset some fault codes: 1. Enter diagnostics mode and touch “NVM Read/Write” 2. Enter the NVM code (chain-link code) and touch “Confirm/ Change” (t will show you the “Current Value”) 3. Enter a “0” in the “New Value” column and touch “Save” 4. Select “Close” and finally “Exit” diagnostics The machine will need to reboot for the NVM changes to take place and for the machine to attempt to come to ready again, now that the fault code has been cleared.

**HFSI Counter Resets

The CRUs should automatically reset when the customer installs the assembly, but the product manual also presents a way to access HFSI counters from diagnostic mode. This may be helpful if a new module fails to reset properly. After you enter Diagnostics Mode (read above): For the 7220/7225: press “Service Info” or the “Maintenance” tab and choose “Dc135 CRU/HFSI Counters.” Scroll through the list, choose the HFSI item and touch “Reset Counter.”

For the 7120/7125: enter diagnostics mode, choose “Adjustment/Others,” then select “HFSI Counter.” Select the HFSI from the list and press “Details,” followed by “Reset Current Value.”

Special Boot Modes

This is helpful for clearing jobs when they get stuck in the queue. Hold down the buttons specified below while turning on the power, and keep holding them until the boot screen (progress bar) appears.

Job Log Initialize: hold down “1,” “Stop,” and “Energy Saver” buttons while powering on.

Spool Log Initialize: hold down “6”, “Stop,” and “Energy Saver” buttons while powering on.

HDD (hard drive) Initialize: Hold down “4,” “Stop,” and “Energy Saver” buttons while powering on (WARNING: all customer data will be deleted if you do this. Make sure to create backups of all data set before you initialize the HDD) Now that we’ve scratched the surface on this series of machines, hopefully they will be more approachable for everyone.

Happy repairs. ♦ We Saw It In ENX Magazine

Printer Tech Tip HP Futuresmart Printers 33.02.01 Used Board/Disk Installed

A

board (DC controller, formatter or interconnect) or disk (hard drive), solid state drive (SSD) or embedded micro media card (EMMC) with no data or existing data has been placed in the device. If you continue, existing data is permanently lost.

This is a common screen to see when changing any of the above-listed printer logic components. The main importance for this message is, if using a board/disk from a working printer for troubleshooting, it will be re-programed via serial number, model number, page counts, etc. if you select “continue”.

However, this is an added bonus when replacing a failed part as the printer for example saves the serial number, model number, page counts, etc. in three places, so the odd one out

that does not match will be reprogrammed to match when selecting continue, meaning you no longer need to enter service mode to enter the counts manually. This process is defined as HP save/restore. ♦ USA COLLECTED 15 YEARS EXPERIENCE 18,000 sqft WAREHOUSE

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