ENX August 2015 Issue by ENX Magazine

AUGUST 2015

VOLUME 22 NO. 8

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

Sales Strategies for the

21st Century Are You Ready

for 3D?

Business Profile

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16 Between The Lines 16 This 24 Between the Lines: Training in Vain or Not? of 2015 2015 Trends and Trendsetters of 24 Sales By Scott Cullen Strategies for the 21st Century e n x Scott Cullen 32 By16HP Sheds More Resellers As As It It Implements Implements New New Qualified Qualified Between The Lines Supplies Program In This30 Are 24 You Ready for 3D? EDITOR’S NOTE NOTE EDITOR’S EDITOR’S NOTE

In This

INDUSTRY STATE OF STATE OF THE THE INDUSTRY INDUSTRY

Issue

STATE OF THE INDUSTRY NEWS NEWS BRIEFING BRIEFING

EDITOR’S NOTE

MARKET INTELLIGENCE

Issue3840 32

STATE OF THE INDUSTRY

By Charles Brewer Trends and Trendsetters of 2015 By Michael Nadeau By Scott Cullen BUSINESS PROFILE BUSINESS PROFILE PROFILE BUSINESS

Static Control

NEWS PROFILE BRIEFING BUSINESS

Staff Staff

HP Sheds More Resellers AsLegacy It Implements NewRepairs Qualified Hytec Dealer Services: A 30-Year of Reliable DEALER SPOTLIGHT: SPOTLIGHT: DEALER SPOTLIGHT: Supplies Program A Replacement Conversation with Keith and Keith Justus, Justus, President President of of Business Business By Charles Brewer

Copier Solutions

40 46 Imagine Solutions’ Craig Knouf Continues to Make All the Right Moves 48 BEIDEALER SPOTLIGHT: Services and ENX Magazine Magazine to to Acknowledge Acknowledge Service Service 44 SALES A MANAGEMENT Conversation with Keith Justus, President of Business Excellence in 2015 BUSINESS PROFILE DEALER SPOTLIGHT Static Control SERVICE EXCELLENCE EXCELLENCE SERVICE EXCELLENCE

Staff

Excellence in 2015 52 What Copier a GreatSolutions Sales & Marketing Consultant Can’t Do! SALES & MARKETING 54 By48The Charles YearLamb Ahead BEI Services and ENX Magazine to Acknowledge Service SALES SALES & & MARKETING MARKETING

SERVICE EXCELLENCE

By Brad Roderick

Susan Susan Susan Neimes Susan Neimes

By Brad Roderick Excellence in 2015 DIAMOND AWARD WINNER SERVICE EXCELLENCE

Publisher & Managing Editor Editor Publisher Publisher & Managing Publisher & Managing

Susan Neimes

56 Superior MANAGED IT Sets Nexus Office Systems Apart Service 58 54How The Year to WinAhead Over a New Prospect Prospect By Brad Roderick By Dave Sobel 60 Staying Relevant in the 21st Century EXIT STRATEGY How to Win Over a New Prospect Troy Harrison 60 By58The Biggest By10 Dave Sobel Mistakes Business Business Sellers Sellers Make Make –– Part Part 11 of of 33 By Jim Zipursky 68 By60LaserPro The 10Advertisers Biggest Mistakes Business Sellers Make – Part 1 of 3 Index Index 62 Display By Jim Zipursky Events Calendar Industry Events of IndustryIndex Display of Advertisers 70 65 Xerox 62Calendar WorkCentre 7525 & 7830 Families Printer Tech Calendar Industry Events Printer TechofTip Tip 66 By65By Britt Horvat Laser Pros SALES & IT MARKETING MANAGED MANAGED IT

Publisher & Managing Editor

SALES & MARKETING MANAGED IT

EXIT EXIT STRATEGY STRATEGY

PRINTER TIP EXITTECH STRATEGY

Scott Cullen Scott Cullen Scott Scott Cullen

Editorial Director Editorial Director Editorial Director Editorial Director Scott Cullen

Editorial Director

TECHNICAL TIP

PrinterPros Tech Tip 66By Laser

Free Tech Tech Help Help 68 Free 64 Free Tech Help By 68 By Smarka! Smarka! 68 By Smarka! Xerox 4110 Style Fuser Repairs Repairs 70 70By Britt Xerox 4110 Style Fuser Repairs Horvat By Laser Pros DISPLAY ADVERTISERS INDEX

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Ronelle Ingram Ronelle Ingram Ingram Ronelle Ronelle Ingram Ronelle Contributing Editor Contributing Editor Editor Contributing Editor Contributing Contributing Editor

By Britt Horvat By Britt Horvat

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

engage ‘n exchange

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Associate Editor Associate Editor Associate Editor 14

14 14 14 14

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Corporate Office Corporate Office Corporate Office Susan Neimes - susan@enxmag.com Corporate Office Corporate Office Susan Neimes Neimes -- susan@enxmag.com 10153 1/2 Susan Riverside Drive., Suite 729, Toluca Lake, CA 91602 susan@enxmag.com Susan Neimes susan@enxmag.com Susan Neimes susan@enxmag.com 10153 1/2 Riverside Drive, Suite 729, Toluca Lake, CA CA 91602 tel. 818-505-0022 • fax. 818-505-9972 10153 1/2 Riverside Riverside Drive., Drive., Suite Suite 729, 729, Toluca Lake, 91602 10153 10153 1/2 1/2tel. Riverside Drive., 729, Toluca Toluca Lake, Lake, CA CA 91602 91602 818-505-0022 ••Office: fax. EditorialSuite tel. 818-505-0022 818-505-0022 fax.818-505-9972 818-505-9972 tel. • fax. 818-505-9972 tel. 818-505-0022 • fax. 818-505-9972 Scott Cullen scott@enxmag.com Editorial Office: Editorial Office: Editorial Office: 21 Llanfair Lane, NJ 08618 • tel. 609-406-1424 Editorial Office: ScottEwing, Cullen - scott@enxmag.com

Christina Kim

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Contributors Troy Harrison | Troy Harrison is the author of “Sell Like You Mean It!”, “The Pocket Sales Manager,” and a Speaker, Consultant, and Sales Navigator. He helps companies build more profitable and productive sales forces with his cutting-edge sales training and methodologies. For information on booking speaking/training engagements, consulting, or to sign up for his weekly E-zine, call 913-645-3603, e-mail Troy@TroyHarrison.com, or visit www.TroyHarrison.com. Charles Lamb | Charles Lamb is the President and CEO of Mps&it Sales Consulting. His firm delivers proven methodologies and processes that assist dealer principals seeking a successful transformation into the managed services space. He’s created complementary solutions including Funnelmaker, Gatekeeper, and Shield IT services. For more info, call 888.823.0006, e-mail him at clamb@mpsandit. com, or visit www.mpsandit.com. Michael Nadeau | Michael Nadeau is the Senior Market Analyst of Actionable Intelligence. He has made a career of explaining emerging technologies to business and IT professionals. He cuts through the complexity to provide the context and clarity that his audience needs to understand the challenges and opportunities that those technologies present. Mr. Nadeau is the founding publisher of Data Informed, a website that covers big data and business. He is an accomplished writer, editor, and publisher of IT and business publications. As a vice president at Wellesley Information Services, Nadeau built the SAP Experts online knowledgebase and managed the SAP Press book division.

Technical Article Contributor Britt Horvat | 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 www.partsdrop.com.

•

www.enxmag.com | August 2015

B E T W E E N

T H E

L I N E S

Training in Vain or Not? If you’ve been around this industry long enough you get to know people or you get to know names if not the actual person. That’s the way it’s been for me. One subset of the document imaging industry that’s always fascinated me is the sales consultants. Some I know personally, others I know fleetingly, and some I simply see their names over and over again. I’ve always had a general idea of what they do, but not much knowledge of how they actually do it, or how effective they are at doing it. Yes, you can sit through a session at a dealer conference or BTA event and get a general idea, and maybe even learn a thing or two, and I’ve done that. But what happens when they actually show up at a dealership? I wanted to learn why these people are needed and why some of the document imaging industry’s most successful dealers, who could probably write their own manual on selling or teach their own course, bring these folks in to train and educate their sales teams, and how their curriculum is evolving to meet a changing industry. That was the genesis for this month’s main feature. I ended up interviewing two sales consultants/trainers who I already knew, Tom Callinan of Strategy Development and jack of all trades, Andy Slawetsky of Industry Analysts. (Believe it or not, Andy does sales training in addition to his incessant Tweeting.) I also spoke with two sales consultants/trainers who I hadn’t had the opportunity to interview before, Kate Kingston of the Kingston Group, whose name was already familiar to me, and Larry Levine who was introduced to me by Scott MacGregor, formerly of Flo-Tech and now president of Something New LLC. All explained why they’re needed in this business, what they do and how they do it, and what the ideal outcome should be. But that was only one side of the story. The other side was the dealer side and back in June I solicited input from dealers as to why they hire these folks and what the money invested in sales training and consulting has brought to their dealerships. I found a few volunteers who were willing to share their experiences and those are included in the article. If you’re like me and have ever wondered why your dealership would need a sales consultant or need to bring in someone other than your OEM for training, maybe you will be as enlightened as I was. Thanks for reading.

Scott Cullen Editorial Director

We Saw It In ENX Magazine

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INCREDIBLE

DEAL!

435 IX500 SCANSNAP

i2400 $ 435SHEETFED SCANNER

INCREDIBLE

i2400 SHEETFED

DEAL!SCANNER

30ppm Color Desktop Scanner

659 DEAL!

659 BIG SALE

BIG SALE!

SD365......80-100-130 sheets per minute SD440..............60-130 sheets per minute SD710..............60-135 sheets per minute

BIG SALE! 300mm/s / 256K Mem.

CT-S601

200mm/s / 384K Mem. Image shown: CT-S801

CT-S801 CT-S310II 300mm/s / 256K Mem. 160mm/s / 384K Mem.

CT-S601

200mm/s / 384K Mem.

1179

755

$45 REBATE $200 REBATE SP C320DN.............................................. SP 5210SF............................................... $300 REBATE SP 5210SR.............................................. $200 REBATE SP 5200DN.............................................. $40 REBATE $180 REBATE REBATE SP 4510DN.............................................. 5200S................................................. $260 REBATE SP $100 SP 5210DN.............................................. SP C250SF............................................... $45 REBATE $200 REBATE SP C320DN.............................................. SP 5210SF............................................... $100 REBATE $80 REBATE SP C250DN.............................................. SP C252SF............................................... $300 ARE REBATE SP 5200DN.............................................. SP 5210SR.............................................. ALL REBATES VALID THROUGH JULY 31,$200 2015 REBATE $260 REBATE SP C250SF............................................... $100 REBATE SP 5210DN.............................................. ALL REBATES ARE VALID THROUGH JULY 31, 2015

$ 659Duplicators Digital

CT-S801

$40 REBATE $180 REBATE SP 4510DN.............................................. SP 5200S.................................................

$100 REBATE SP C252SF............................................... $80 REBATE SP C250DN..............................................

Digital Duplicators

Image shown: SD365

755

Printers & MFPs

INCREDIBLE

SD365......80-100-130 sheets per minute SD440..............60-130 sheets per minute SD710..............60-135 sheets per minute Image shown: SD365

33.6 Kbps

$ Laser Fax

1179

25ppm Clr Desktop Scanner

30ppm Color Desktop Scanner

BIG SALE!

33.6 Kbps Laser Fax

21ppm B&W Copier

25ppm Clr Desktop Scanner

BIG SALE!

$200 BIG

MP201SPF

BIG SALE! ML-6515ND......................................

SCANSNAP IX500

25ppm B&W/ Grayscale/ Color (Simplex)

M602DN

MFPs & Faxes

BIG SALE! ML-5515ND......................................

PLEASE CALL FOR REBATE INFORMATION!

DR-C225

REBATE SALE!

REBATES ARE VALID TILL 7/31/15 OR WHILE SUPPLIES LAST!

BIG SALE! SL-C2620DW.................................... BIG SALE! CLX-6260FD.................................... CLP-775ND......................................

DOCUMENT SCANNERS

25ppm B&W/ Grayscale/ Grayscale/ Color (Simplex) Color (Simplex)

BIG

M602N/DN/X

21ppm B&W/Color Multifunction Printers

OTHER MODELS AS SHOWN: REBATE SALE! LASERJET PRO P1102W...............................................$60 REBATE SALE! REBATE SALE! SALE!

PLEASE CALL FOR REBATE INFORMATION!

DR-C130 DR-C225 30ppm B&W/

REBATE SALE!

BIG SALE! ML-5017ND...................................... SL-C2670FW....................................

BIG SALE! CLX-6260FW....................................

BIG SALE! SL-M4070FR......................................

$100 BIG

M601N/DN

35ppm Monochrome Network-Ready Printers

M602N/DN/X

LASERJET PRO $200

BIG SALE! ML-5012ND...................................... ML-6515ND......................................

SALE!

BIG SALE! SCX-5935FN......................................

BIG SALE! SL-M3870FW.....................................

M601N/DN

LASERJET PRO

COLOR LASERJET M451NW......................................$150 REBATE M602DN COLOR LASERJET M451DN/DW................................$150 REBATE OTHER MODELS AS SHOWN: REBATE LASERJET P2035..........................................................$60 LASERJET PRO PRO P1102W...............................................$60 M201DW.............................................$80 REBATE LASERJET REBATE LASERJET PRO M225DN MFP......................................$80 REBATE COLOR LASERJET M451NW......................................$150 REBATE LASERJET PRO M127FN MFP......................................$80 REBATE COLOR LASERJET M451DN/DW................................$150 REBATE LASERJET PRO M127FW MFP......................................$80 REBATE LASERJET P2035..........................................................$60 REBATE COLOR LASERJET PRO M252DW MFP....................$100 REBATE LASERJET PRO M201DW.............................................$80 REBATE COLOR LASERJET ENTERPRISE M553N...................$150 REBATE LASERJET PRO M225DN MFP......................................$80 REBATE COLOR LASERJET ENTERPRISE M553DN................$200 REBATE REBATE LASERJET PRO M127FN MFP......................................$80 COLOR LASERJET PRO M277DW..............................$100 LASERJET PRO M127FW MFP......................................$80 REBATE REBATE COLOR LASERJET REBATE COLOR LASERJET PRO PRO M570DN..............................$250 M252DW MFP....................$100 REBATE COLOR LASERJET ENTERPRISE M553N...................$150 REBATE REBATES ARE VALID TILL 7/31/15 OR WHILE SUPPLIES LAST! COLOR LASERJET ENTERPRISE M553DN................$200 REBATE COLOR LASERJET PRO M277DW..............................$100 REBATE COLOR LASERJET PRO M570DN..............................$250 REBATE

BIG SALE! CLX-6260FD....................................

BIG SALE! SL-M4583FX...................................... BIG SALE! SL-M4530ND..................................... BIG SALE! SCX-6545N........................................ BIG SALE! SCX-5935FN...................................... BIG SALE! SL-M3820DW.................................... BIG SALE! SL-M4583FX...................................... BIG SALE! SL-M4020ND..................................... BIG SALE! SCX-6545N........................................ BIG SALE! SCX-5935FX...................................... BIG SALE! SL-M3820DW.................................... BIG SALE! SL-M3870FW..................................... BIG SALE! SL-M4020ND..................................... BIG SALE! SL-M4070FR...................................... BIG SALE! SCX-5935FX......................................

M401N/DNE

LASERJET PRO M401N/DNE

BIG SALE! SL-M4530ND.....................................

$ SALE BIG MC780+MFP....................................

SALE BIG SALE MB760+MFP.................................... MC780+MFP.................................... PLEASEBIG CALL FOR REBATE INFORMATION!

LASERJET PRINTERS & MFPS

MULTIFUNCTION SL-M5370LX

55ppm B&W MFPs

• 27ppm Color • 31ppm B&W

• 27ppm Color • 31ppm B&W BEST BUY • 250-Sheet $Capacity

COPIERS • FAXES • PRINTERS

47ppm B&W Multifunction Printer

SCX-6555N / SCX-6555NX SALE!

CX2731

Copy, Print, Scan, Fax • 250-Sheet With Duplex & Network Capacity

MULTIFUNCTION MONOCHROME & COLOR Same Day Shipping COPIERS • FAXES • PRINTERS

MFC-7860DW

FACTORY FACTORY HL-L8250CDN REFURBS REFURBS 32PPM COLOR PRINTER • DUPLEX • NETWORK........

O rd e r O n l i n e ! w w w. nuw or l di nc . c om

MS315DN

MS610DE

MS610DTE

37PPM MONO LASER PRINTER 50PPM MONO LASER PRINTER 50PPM MONO LASER PRINTER

Printers & MFPs

225

275

MS315DN REBATE

MS610DE REBATE

MS610DTE REBATE

MX310DN $

MX510DE $

CX310DN $

37PPM MONO LASER PRINTER 50PPM MONO LASER PRINTER 50PPM MONO LASER PRINTER

35PPM MONO LASER MFP

REBATE $

120

MX310DN REBATE

35PPM MONO LASER MFP

225

45PPM MONO LASER MFP

REBATE $

270

MX510DE REBATE

45PPM MONO LASER MFP

275

25PPM COLOR LASER MFP

REBATE $

180

CX310DN REBATE

25PPM COLOR LASER MFP

$ MONO LASER PRINTER...$150 $ 120MS610DN | 50PPM 270 180 REBATE

REBATE

MX410DE | 40PPM MONO LASER MFP...........$180 REBATE

BIG

MS610DN 50PPM MONO REBATES LASER PRINTER...$150 REBATE PLEASE CALL|FOR MARCH INFORMATION!

BIG

PLEASE CALL FOR MARCH REBATES INFORMATION!

SALE!

MX511DHE | 45PPM MONO LASER MFP........$390 REBATE

CX310N | 35PPM COLOR MX410DE | 40PPM MONOLASER LASERMFP..............$150 MFP...........$180 REBATE REBATE ALL REBATES ARE VALID THROUGH JULY 31, 2015

MX511DHE | 45PPM MONO LASER MFP........$390 REBATE

P a r t s O r d e r H oCT-S310II t l i n e : 5SALE! 6 2 . 9 7 7 CX310N . 4 9 |435PPM 9 COLOR LASER MFP..............$150 REBATE

PLEASE CALL FOR REBATE INFORMATION!

Image shown: CT-S801

160mm/s / 384K Mem.

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.

ALL REBATES ARE VALID THROUGH JULY 31, 2015

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 | August 2015 NBS / ENX | August 2015

Since 1985

Your Prime Source Your Prime Source

Since 1985

TEL: 800.729.8320

FAX: 800.829.0292

TEL: 800.729.8320

FAX: 800.829.0292

INSTANT REBATE SALE! INSTANT REBATE SALE!

ALL INSTANT REBATE PROMOS ARE VALID THROUGH SEPTEMBER 30, 2015 TO CANON PREMIER PARTNERS OR WHILE SUPPLIES LAST! ALL INSTANT REBATE PROMOS ARE VALID THROUGH SEPTEMBER 30, 2015 TO CANON PREMIER PARTNERS OR WHILE SUPPLIES LAST!

D1320 / D1350 / D1370

MF8280CW / MF8580CDW MF810CDN / MF820CDN

Digital Copiers, Printers, Faxes, Scanners with Network

Color Copiers, Printers, Faxes, Scanners with Network

•Digital Up to 35ppm Copiers, Printers, Faxes, •Scanners 500-Sheetwith Tray Network • 33.6Kbps Fax • Up toSecure 35ppmPrint, 256MB PS3, • Memory, 500-Sheet Tray • PCL, 33.6Kbps Scan-Fax • to-Email PS3, Secure Print, 256MB Memory, (D1370) REBATE REBATE PCL, ScanD1350 D1370 to-Email (D1370) REBATE REBATE

•Color 14ppm Clr/BW (MF8280Cw) Copiers, Printers, Faxes, •Scanners 21ppm Clr/BW with (MF8580Cdw) Network • 250 Sheets (MF8580Cdw) • 14ppm Clr/BW (MF8280Cw) Auto Duplex (MF8580Cdw) • 21ppm Clr/BW (MF8580Cdw) • 250 Sheets (MF8580Cdw) • Auto Duplex (MF8580Cdw) Image Shown:

•Color 26ppm Color/BW (MF810Cdn) Copiers, Printers, Faxes, •Scanners 36ppm Color/BW (MF820Cdn) with Network • 550 Sheets + 1-Sheet MPT • 26ppm Color/BW (MF810Cdn) Duplex Versatility • 36ppm Color/BW (MF820Cdn) • 550 Sheets + 1-Sheet MPT • Duplex Versatility

D1320 / D1350 / D1370

135 $155 REBATE REBATE $ 135 $155

50 $150 $ 50 $150

D1350

MF8280CW / MF8580CDW MF810CDN / MF820CDN

D1370

8280CW

8580CDW

REBATE

8280CW

8580CDW

MF8580CDW

Image Shown: MF8580CDW

225 175 $REBATE REBATE $ 225 175 $REBATE $

810CDN

REBATE 810CDN

820CDN 820CDN

MF7470

MF216N / 227DW/ 229DW

MF6160DW / MF6180DW

Digital Copier, Printer, Fax, Scanner with Network

Image Shown: MF6180DW

•Digital 25ppmCopier, Printer, Fax, •Scanner Duplex Versatility with Network

•Digital 24ppmCopier, (MF216N) Printer, Fax, •Scanner 28ppm (MF227DW, with Network

•Digital Up to 35ppm Copier, Printer, Fax, •Scanner 1200 x 600 dpiNetwork Res. with

Image Shown: MF6180DW

MF7470

MF216N / 227DW/ 229DW MF229DW) • 24ppm (MF216N) 250-Sheet Tray • +28ppm (MF227DW, 1-Sheet MF229DW) Multipurpose • Tray 250-Sheet Tray + 1-Sheet Multipurpose REBATE Tray MF216N

• 1200 x 1200 dpi Res. • 25ppm 500-Sheet Tray • Duplex Versatility 33.6 Kbps Super G3 Fax • 1200 x 1200 dpi Res. • 500-Sheet Tray • 33.6 Kbps Super G3 Fax

50 $ 50 $

BIG SALE! BIG

REBATE

SALE!

Image Shown: MF229DW Image Shown: MF229DW

MF6160DW / MF6180DW • USB 2.0 Hi-Speed/ • Ethernet/Wireless Up to 35ppm • 1200 x 600 dpi Res. 50-Sheet ADF • USB 2.0 Hi-Speed/ Ethernet/Wireless • 50-Sheet ADF

90 $125 REBATE REBATE $ 90 $125 $

6160DW

6180DW

REBATE

6160DW

6180DW

MF216N

LBP6030W / LBP6230DW

LBP6670DN / LBP6780DN

LBP7660CDN / LBP7780CDN

B&W Laser Printers with Duplex & Wireless Network

Image Shown: LBP6230DW

B&W Laser Printers with Duplex and Network

Color Laser Duplex Printers with Network

Laser Printers with •B&W 19ppm (LBP6030W) •Duplex 26ppm & (LBP6230DW) Wireless Network

Image Shown: LBP6230DW

Laser Printers with •B&W 35ppm (LBP6670DN) •Duplex 42ppm and (LBP6780DN) Network

LaserColor/B&W Duplex •Color 21/10ppm (LBP7660CDN) Printers with Network

LBP6030W / LBP6230DW • 2400 x 600 dpi Res. • 19ppm (LBP6030W) 250-Sheet Tray + 1• 26ppm (LBP6230DW) (LBP6230DW) Sheet MPT • 2400 x 600 dpi Res. • 250-Sheet Tray + 1Sheet MPT (LBP6230DW)

60 BLOWOUT REBATE SALE! $ 60 BLOWOUT $

REBATE Al

89 $ 89 $

6200D

LBP6670DN / LBP6780DN • 500-Sheet Tray + • 100-Sheet 35ppm (LBP6670DN) MPT • (LBP6780DN) 42ppm (LBP6780DN) • 500-Sheet Tray + 100-Sheet MPT (LBP6780DN)

175 $200 REBATE REBATE $ 175 $200

• 33ppm Color/B&W • (LBP7780CDN) 21/10ppm Color/B&W Image Shown: (LBP7660CDN) LBP7780CDN • 33ppm Color/B&W (LBP7780CDN) Image Shown:

6670DN

6780DN

LBP7660CDN / LBP7780CDN

175 $200 REBATE REBATE $ 175 $200 $

Image Shown: LBP6780DN

7660CDN

LBP7780CDN

7780CDN

145 $ 145 $

7110CW

l SALE! s u p p l i e s6200D& P a 6670DN r t s a 6780DN v a i l a b l eLBP6780DN f o r p r7660CDN o m p t7780CDN d e l i v e7110CW ry!

ENX Magazine | www.enxmag.com

REBATE

Image Shown:

REBATE

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

All supplies & Parts available for prompt delivery!

ENX Magazine | www.enxmag.com 20

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

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 mail: info@nuw orldinc.com Order Online! www.nuworldinc.com Copiers • Printers • MFPs • Faxes • Scanners Blind Drop Shipping Order Online! Same Day Shipping E mail: info@nuw orldinc.com www.nuworldinc.com Same Day Shipping

Blind Drop Shipping

FAXES

PRINTERS

FAXES

PRINTERS

Laser Fax w/ PC Print, Color Scan

UF-4500

UF-5500

UF-4500

10 $ $ 10 REBATE 309 $ 309

BIG SALE! BIG SALE!

10 $ $ 10 REBATE 419 $ 419 $

Laser Fax w/ PC Print, Color Scan

REBATE

MFPs

PANABOARDS

MFPs

PANABOARDS

Laser Fax w/ Print, Scan, Internet Fax, Email

Multifunction Business Fax w/ Network Print

UF-6200

UF-5500

Laser Fax w/ PC Print, Color Scan

UF-6200

20 $ $ 20 REBATE 625 $ 625 $

Laser Fax w/ Print, Scan, Internet Fax, Email

REBATE

UF-7200 UF-7200

UF-8200 UF-8200

REBATE

AFTER REBATE

GENERAL SPECIFICATIONS AFTER REBATE • 33.6Kbps Fax • 24ppm B&W • 4MB Memory • 250 Sheets GENERAL SPECIFICATIONS • 33.6Kbps Fax • 24ppm B&W • 4MB Memory • 250 Sheets

GENERAL SPECIFICATIONS AFTER REBATE • PC Fax, Network Print/Clr Scan • 33.6Kbps Fax • 24ppm B&W GENERAL SPECIFICATIONS • PC Fax, Network Print/Clr Scan • 33.6Kbps Fax • 24ppm B&W

GENERAL SPECIFICATIONS AFTER REBATE • 33.6Kbps Fax • 6.5ppm B&W • 8MB Memory • 250 Sheets GENERAL SPECIFICATIONS • 33.6Kbps Fax • 6.5ppm B&W • 8MB Memory • 250 Sheets

DP-MB350

ALL REBATE PROMOS ARE VALID WHILE ALL REBATE SUPPLIES PROMOS LAST! ARE VALID WHILE SUPPLIES LAST!

30 REBATE $ 30

50 $ 50

GENERAL SPECIFICATIONS REBATE • 33.6Kbps Fax • 19ppm B&W • 3MB Memory • 550 Sheets GENERAL SPECIFICATIONS • 33.6Kbps Fax • 19ppm B&W • 3MB Memory • 550 Sheets

DP-MC210P / D / S1

REBATE GENERAL SPECIFICATIONS REBATE • 33.6Kbps Fax • 19ppm B&W • 3MB Memory • 550 Sheets GENERAL SPECIFICATIONS • 33.6Kbps Fax • 19ppm B&W • 3MB Memory • 550 Sheets

KX-CL400

B&W Duplex Multifunction Copier, Printer, Color Scanner, Fax Machine w/ Network

Desktop Color Copiers, Printers, Color Scanners, Fax Machines w/ Network

Digital Color Laser Printer with Network, One-Pass Print Technology

GENERAL B&WSPECIFICATIONS Duplex Multifunction Copier, Printer, Color • 35ppm B&WScanner, Fax Machine w/ Network • 520-Sheet Tray •GENERAL 50-Sheet SPECIFICATIONS RADF • Hi Speed • 35ppm B&W USB 2.0 Interface • 520-Sheet Tray • Network Scan/ • 50-Sheet RADF to-Email • Hi Speed • 33.6Kbps USB 2.0 Interface REBATE Fax • Network Scan/ Modem to-Email • 33.6Kbps REBATE Fax AFTER REBATE Modem

GENERAL Desktop SPECIFICATIONS Color Copiers, Printers, Color Scanners, Fax Machines w/ Network • 21ppm B&W/Color • 250-Sheets/50-Sheet ADF •GENERAL Network Scan/to-Email SPECIFICATIONS • 33.6Kbps Fax Modem • 21ppm B&W/Color • Duplex Unit (MC210D/ • 250-Sheets/50-Sheet ADF MC210S1) • Network Scan/to-Email • 2nd 520-Sheet Tray • 33.6Kbps Fax Modem (MC210S1) • Duplex Unit (MC210D/ MC210S1) • 2nd 520-Sheet Tray (MC210S1)

GENERAL SPECIFICATIONS Digital Color Laser Printer withBW/Color Network, One-Pass Print Technology • 18ppm • 1200 x 1200 dpi Res. •GENERAL 530-SheetSPECIFICATIONS Cap. • 128MB Memory • 18ppm BW/Color • Ethernet / USB 2.0 • 1200 x 1200 dpi Res. • Auto Interface • 530-Sheet Cap. Switching • 128MB Memory • Ethernet / USB 2.0 • Auto Interface Switching

DP-MB350

20 $ $ 20 515 $ 515 $

BLOWOUT

DP-MC210P / D / S1

KX-CL400

DUPLEX 359 FREE WITH 40GB HDD SALE! BLOWOUT $ DUPLEX 359 FREE WITH 40GB HDD SALE! MC210D MC210S1 UB-5335 / 5835 UB-7325 /MC210P 8325 / EW UB-T880 / T880W UB-5338C / 5838C AFTER REBATE

2-Panel Electronic White Boards with Integrated Printer

UB-5335 / 5835

GENERAL 2-Panel Electronic White SPECIFICATIONS Boards with Integrated Printer • 50” Diagonal GENERAL (UB-5335) •SPECIFICATIONS 62.1” Diagonal (UB-5835) • 50” Diagonal • CIS (Contact (UB-5335) Image Sensor • 62.1” Diagonal • USB. 2.0 PC (UB-5835) Interface • CIS (Contact • Stand (Option) Image Sensor • USB. 2.0 PC Interface • Stand (Option)

555 MC210P $ 555 $

665 MC210D $ 665 $

799 MC210S1 $ 799 $

Interactive Electronic White Boards with Integrated Printer

Interactive Elite Electronic White Boards

GENERAL Interactive Electronic White SPECIFICATIONS Boards with Integrated Printer

GENERAL Interactive Elite Electronic SPECIFICATIONS White Boards

GENERAL 2-Panel Electronic SPECIFICATIONS Color White Boards

• 62.1” Diagonal •GENERAL 4-Panel Electronic SPECIFICATIONS Board (UB-7325) • 2-Screen • 62.1” Diagonal Compressed • 4-Panel Electronic Copying Board (UB-7325) (UB-8325/ • 2-Screen UB-8325EW) Compressed Image Shown: UB-8325 Copying (UB-8325/ UB-8325EW)

• 77” Diagonal GENERAL (UB-T880) •SPECIFICATIONS 82” Diagonal (UB-T880W) • 77” Diagonal • 46.26”H x 63.07”W (UB-T880) (UB-T880) • 82” Diagonal • 46.26”H x 72.64”W (UB-T880W) (UB-T880W) • 46.26”H x 63.07”W (UB-T880) • 46.26”H x 72.64”W (UB-T880W)

• 63” Diagonal GENERAL (UB-5338C) •SPECIFICATIONS 76” Diagonal (UB-5838C) • 63” Diagonal • 1.8” Color LCD (UB-5338C) • USB 2.0 Full • 76” Diagonal Speed (UB-5838C) • SD Memory Card • 1.8” Color LCD • USB 2.0 Full Speed • SD Memory Card

UB-7325 / 8325 / EW UB-T880 / T880W

2-Panel Electronic Color White Boards

UB-5338C / 5838C

**BLOWOUT SALE SPECIAL FOR ALL PANABOARDS** Image Shown: UB-8325

**BLOWOUT PANABOARDS** P a r t sSALE O r d eSPECIAL r H o t l i n FOR e : 5 6ALL 2.97 7.4949

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

NBS / ENX | August 2015

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

NBS / ENX | August 2015 21

Parts Order Hotline: 562.977.4949

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

Order Online at Nuworldinc.com Since 1985

Blind Drop Shipping

Since 1985

Same Day Shipping

SUMMER SALE

SAVE BIG! MAXIMIZE PROFIT

The Prime Source For Copiers • Printers • MFPs • Faxes • Scanners

WHILE SUPPLIES LAST!

HUGE PROFIT OPPORTUNITY! MX-2616N / MX-3116N

MX-M264N / M314N / M354N

Full Color Ledger Document Systems

B&W Multifunction Printers Copy • Network Print • Network Color Scan • Fax (Option) w/ Standard PCL6 Network Printing and Color Network Scanning

• 26/26ppm B&W/Color (MX-2616N) • 31/31ppm B&W/Color (MX-3116N) • 600-Sheet Paper Cap. • Standard Auto Duplex Copy and Print • 33.6 Kbps Fax Speed (Option)

GREAT

• 26ppm (MX-M264N) • 31ppm (MX-M314N) • 35ppm (MX-M354N) • 2 x 500-Sheet Tray • Standard Auto Duplex

CALL FOR

BEST

BUY

CALL FOR

PACKAGE

PRICING!

MX-M264N

MX-M314N

MX-M354N

290 310 325

Rebate

DEALS!

A S K A B O U T O U R C R E AT I V E F I N A N C I N G

SPECIAL LEASING PROGRAM • SPLIT FUNDING PROGRAM MX-M232D

MX-B402

MX-B201D

Full-Featured A3 Document System

40ppm B&W MFP

20ppm B&W MFP

• Up to 23ppm • 40-Sheet RSPF • Electronic Sorting • Auto Duplexing

• 500 Sheets • USB 2.0 Interface

• 250 Sheets • USB 2.0 Interface

• Convenient, Built-in Color PC Scanning • Integrated Super G3 Fax (Option)

200

CALL FOR PACKAGE DEALS!

MX-C250 / C300W / C301W / C300P

SALE!

150

Rebate

Image shown: MX-C301W

• 33.6 Kbps Fax • 250 Shts • USB 2.0

100

Rebate

MX-C312

Digital Laser Fax w/ Ntwrk Printer

MX-C250 MX-C300P

CALL FOR BEST PRICING

FO-2081

Desktop Color Document Systems • 25ppm B&W/Clr (C250) • 30ppm B&W/Clr (C300W/C301W) • Standard 250-Sht Paper Drawer • Auto Duplex (C300W/C301W) / • 33.6 Kbps Fax (Super G3) (C300W/C301W) • Wireless Networ (C300W/C301W)

BIG

Rebate

31ppm A4 Color Multifunction • USB 2.0

Rebate

CALL FOR BEST PRICING

300

Rebate

ALL SUPPLIES AVAILABLE FOR PROMPT DELIVERY! PARTS ORDER HOTLINE: 562.977.4949

TEL: 800.729.8320 • FAX: 800.729.0292 • INFO@NUWORLDINC.COM • WWW.NUWORLDINC.COM

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.

Order Online at Nuworldinc.com

Blind Drop Shipping

Since 1985

Same Day Shipping

SUMMER SALE

SAVE BIG! MAXIMIZE PROFIT

The Prime Source For Copiers • Printers • MFPs • Faxes • Scanners

WHILE SUPPLIES LAST!

TBPC - TOSHIBA BUSINESS PRODUCT CENTER The Reason to Become One: Online Sales & Service Tools | Training and Certification | Technical Support | NO QUOTA

CALL IDS TODAY TO APPLY!

5055c COLOR MFP › 50 pages per minute › Medium/Large Workgroup › Copy, Print, Scan, Fax › Secure MFP Feature

There’s more to TOSHIBA color than ever before. Now you can copy, print, scan and fax with an MFP that’s smaller, quieter, sleeker, and faster than ever. The e-STUDIO 5055c is designed to make color more efficient and accessible. Whether you want to spruce up a presentation with color produced up to a remarkable 50 pages per minute or print crisp, clear black and white, you’ll be impressed with all that the e-STUDIO 5055c has to offer.

Product Specifications • 50ppm B&W/Color • PDL Support: PCL6, PostScript 3, XPS • 600 x 1200 dpi (Scan Resolution) • Security (Standard) • 3,200-Sheet Capacity • Fax Board

• Color Touch Screen Control Panel • Multiple Finishing Options • Bridge Kit Required • Wireless LAN Adapter • Wireless Antenna

Color MFP Product Lineup

2050c/2550c

2051c/2551c

2555c/3055c/3555c

4555c

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NBS / ENX | August 2015

State of the Industry

Sales Strategies for the 21st Century

I Scott Cullen

t’s a good bet the old adage, ‘Those who can’t do teach’ doesn’t apply to your average document imaging industry sales consultant. Sales consulting and training has become a cottage industry as folks who were once out in the field selling day in and day out or running dealerships are now enjoying second careers offering training and consulting to dealer principals, sales managers, and other sales professionals. With that in mind we’re going to examine the value proposition that these consultants provide to the dealer community, focusing on why there’s a need for these services even in a successful dealership and what’s being taught with an emphasis on new sales strategies.

Why, Why, Why?

“Dealers call me because they want to increase market share, because they want their sales executives to be hunters not farmers, and they don’t necessarily know how to do it on their own or have the time,” says Kate Kingston, president and founder of the Kingston Training Group. Kate Kingston Kingston Training Kingston is a familiar Group face at industry conferences and events and for the past 14 years has been training office technology dealerships to prospect effectively at the C-level. “If we can get them in front of the customer more often, more proposals will be written, which means they’ve increased not only the number of new clients they have, but also the size because we’re hitting the C-level and working on larger opportunities,” states Kingston. “That’s what builds a dealership.”

One often hears there aren’t any guarantees in life, but Kingston would disagree, especially since the Kingston Training Group guarantees results. “I have a track record of delivering over a 50 percent increase in new meetings across any sales force I train or my training is free,” she says. “You bring me in because there is an ROI that’s guaranteed, because you may not have time to do it, and because my entire life’s work is making sure business technology sales executives can get in front of their customers successfully at a decision maker level.” Dealers who hire Strategy Development are some of the most successful dealerships in the industry. Why do they Tom Callinan Strategy need help if Development they’re already successful? “The most successful companies are always looking to improve,” contends Tom Callinan, principal of Strategy Development. “A successful entrepreneur can never be an expert in every area. I bring sales management expertise and put a stronger process in place.” In a $10 million dealership the owner might be considered the process [for sales management], but once a dealership grows to $30 or $40 million with multiple branches, Callinan says the process the smaller entrepreneur originally had isn’t scalable or repeatable. “I can eliminate the mistakes, and over time they’ll be able to do it as well as I do it,” says Callinan.

Strategy Development offers training and consulting. With its consulting business Strategy Development helps the dealership implement these new management or sales processes discussed during their training sessions in a step-by-step fashion. “If you attend one of our training sessions we’d lay all the processes out for you from A-Z,” explains Callinan. “If [you only attend the training session but don’t become] a client, my expectation would be you’d go back and implement it, but I’d have no way of knowing if you did.” Industry Analysts has been offering sales training since the 1990’s, much of it originally focused on product and how to sell one brand against another. Now much of its training is brand agnostic and geared towards the new rep, or as a refresher for a senior rep who needs to learn new tricks of the sales trade. “It’s basic sales training,” explains Andy Slawetsky, president of Industry Analysts. Andy Slawetsky “How to get to the Industry Analysts decision maker, for example.” He maintains that many dealers are looking for training beyond what’s available from their manufacturers. “Not that the manufacturers aren’t providing good training, but sometimes they provide the same thing over and over and dealers just want something a little different,” states Slawetsky. Dealers who contact Slawetsky for training either read the Industry Analysts newsletter or see a Tweet that strikes a nerve when he comments on what a sales rep might experience while closing continued on page 26

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Sales Strategies for the 21st Century a deal, something that Slawetsky experienced back when he was selling copiers. As to why dealers can’t do this themselves, Slawetsky says, “They don’t want to deal with it; they don’t have a curriculum, they want turnkey.” He acknowledges that some of the bigger dealerships have their own training departments, but many don’t have the bandwidth. He also acknowledges that it’s not unusual for new reps to spend a lot of time in the field with an experienced rep, which can be a great learning experience, but at the same time also exposes them to bad habits. Larry Levine, social sales strategist for Dealer Marketing Systems, has one of those trendy sounding job titles, but it accurately describes his expertise and what he provides. Larry Levine Dealer Marketing Levine has put in his Systems time in the document imaging industry in various sales positions with various dealerships and OEMs for well over two decades. He describes himself as a copier guy that understands personal branding and how to build relationships. “I’ve figured out how to grab net new business by doing that,” says Levine. He enjoys sharing LinkedIn stories and describes LinkedIn as the “game-changer” in the highly competitive copier world. He coaches and transforms copier sales professionals to grow their net new business by helping them tell their story and communicate on LinkedIn. He can also help sales reps build their relationship funnel. “You can’t have a sales funnel if you don’t have any relationships,” maintains Levine. “The copier industry is sorely lacking in teaching and training sales reps how to market themselves.”

Evolving with the Industry

As the industry has changed, sales consultants have had to roll with the flow. Levine pulls no punches about the necessity of disrupting the status quo in a changing world. “Sales reps today have gotten fat and lazy, and the dealer principals don’t want to rock the boat with the tenured rep and lose the rep, so they just 26

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www.enxmag.com | August 2015

sweep it under the rug.” He adds that cold calling has changed and sales reps today need to figure out how to take a cold call and turn it into a warm call. “If you ask any sales rep what they hate most, it’s doing paper work or cold calling,” states Levine. “They have to do paper work if they want a commission check, but everyone’s forgotten how to cold call. A lot of sales people are petrified, so they don’t make calls anymore and try to drive everything through e-mail. If you think about it, C-level people are getting 100+ e-mails a day so those messages are getting lost. Sales reps need to take modern sales techniques and incorporate that into the sales process. The copier sales process hasn’t changed—you still need meetings, you still need to solve problems, and you still need to create your unique value—but the pre-part of this has really changed.” That’s why Levine touts LinkedIn as a way to reach the C-level suite to start building those relationships. “LinkedIn is where the B2B buyer goes when they want to find out more about you,” he says. “Thus what is your digital first impression?” The way Industry Analysts’ sales training has changed and evolved are the tools Slawetsky recommends for reaching the decision maker, i.e. social media including LinkedIn, Facebook, and the Internet in general to get past that gatekeeper. “It’s common sense if you think about it,” observes Slawetsky. Some of the heaviest participation in his training sessions comes from the older reps who often agree with what he’s saying while also seeing the value of the social media sales strategies he’s touting. “Fifteen years ago the technology solution was the copier, now it’s an on ramp to the network,” notes Kingston about how the industry has changed. “Dealerships are obviously getting involved in 3D, so how do you verticalize that? How you talk to a manufacturer is different than a large dental practice. Managed Services, MPS? How do you explain that and pitch it to the layman?” All these technological changes keep Kingston busy because she has to know what’s going on.

“I need to know how to pitch it better than the dealership themselves, otherwise why would they hire me,” she says. Kingston, who is an avid reader, keeps up with these changes by reading at least one business book a week and two to three trade journals a week. “Just like some people are good at writing songs, I’m a wordsmith and understand you have to be able to speak in the customer’s language about how a technology solution fits in,” she says. “I’ve evolved from phone calling and foot canvassing training to being able to smartly use LinkedIn, social media, and Twitter to get meetings, not just to get connected.” Even though the industry continues to change and evolve, Callinan compares a strong sales process to fundamental math. “Addition is still addition, multiplication is still multiplication and distributed properties of math are still distributed properties of math,” he says. “Maybe as you go further through complexities of math, calculus becomes different.”

The Dealer Perspective

John Konyenbelt, vice president of sales at Applied Imaging in Grand Rapids, MI is a Strategy Development client and was originally introduced to the company via referrals from his peers in CDA (Copier Dealers Association). He actually started by attending one of Strategy Development’s first seminars on Managed Print. “It really resonated with me and felt like a great fit for our company,” recalls Konyenbelt. From there, he attendJohn Konyenbelt ed the company’s sales Applied Imaging management training. “Managed Print was one thing, but sales management was the big thing for me,” he says. “The approach to management, especially in our industry, was laser focused on what’s important in the duties of a sales manager.” Further validation came from one of Konyenbelt’s sales managers who had been in that position for six months after being promoted from a sales rep. After the training, the sales manager revealed that he never understood what he was supposed to do as a manager, but continued on page 28

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Sales Strategies for the 21st Century after the training, now he knew. Applied Imaging has also called on Strategy Development to help them train managers and their Managed Print reps. “They helped us make sure we were efficiently managing our investment in time with prospects and customers,” notes Konyenbelt. Strategy Development also helped Applied Imaging develop metrics and benchmarks that its sales managers need to hold their teams to in order to be successful. Those include validating the pipeline, understanding how the pipeline should be set up, benchmarks of the pipeline in terms of dollars as compared to the rep’s monthly quota or monthly plan, and how to manage people to those numbers. “We had a fair amount of ‘aha’ moments,” recalls Konyenbelt. “It’s strong stuff.” Ray Belanger, president of Bay Copy in Rockland, MA., has used a couple of sales consultants over the years, primarily for polishing sales management skills and bringing more process and structure to his dealership. The outcome, he says, was “a mixed bag.” “I learned some things and it helped with development of more processes and structure,” acknowledges Belanger. “It’s good Ray Belanger Bay Copy to do from time to time to get a different perspective, but it’s not a panacea. Sometimes we all get lulled into thinking you write a check and someone is going to come in and make everything better. At the end of the day you’re still left to implement it and manage it. It’s not just the information, but what you do with the information.” Vision Office Systems in Charlotte, NC brought in Kate Kingston after hearing lots of success from other CDA (Copier Dealers Association) dealers. “The methodology she uses does work and it put us in front of a lot of decision makers that we weren’t able to get in front of from the traditional cold calling and follow up methods,” says Jason Habbal, vice president of sales.

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www.enxmag.com | August 2015

Art Post may be best known these days for his Print4Pay Hotel blog, but he’s worked in the industry in various capacities over the years, including service tech, sales rep, and even as the owner of a dealership. And in the interest of full disclosure, he’s even done some sales training on the side. When he does attend an industry Art Post Print4Pay event and sits through one of these sales consultant presentations his goal is gaining more knowledge that will increase his closing skills and his appointment setting skills. He recalls one helpful trick he learned from a sales consultant. “He enlightened me on the use of Google,” recalls Post. “The trick was to search the DM, see what comes up, and then try to develop a rapport using the content that I found.”

Afterwards

There are certain expectations from bringing in a sales consultant, both from the dealer side and the consultant side. Once the sales training is complete, in an ideal situation what happens next? “A sustainable and measurable increase in net new meetings that result in funnel selling opportunities,” states Kingston. “I can’t guarantee which deal will close, but if you have five deals out there and you close one in five the goal is to get 10 out there and then you’ll close two.” “The sales rep goes back to their territory, revisits every account and goes through and fills out the CRM like we did in the training and harvesting information on his or her territory more thoroughly,” adds Slawetsky. For Levine, the ideal outcome is that the sales rep will use LinkedIn as a tool to help grow their business, build their personal brand, and promote their story. LinkedIn provides the outlet to market themselves while growing and nurturing their network. “Social selling isn’t a buzz-word,” he says. “It has now become a crucial part of how sales people communicate with their prospects and clients. We now have

to hang out on the same field where our buyers and clients are and this is online,” emphasizes Levine. What kind of outcome do dealers expect? “The outcome was great for us, but we also learned that you have to have management understand that it is a very different method than the traditional cold call all day and follow up the next day,” says Habbal. “With that misunderstanding, at the time, we did not follow through with using the program. Kingston sets aside certain periods of time for phone calling sessions, and our manageJason Habbal Vision Office ment at the time couldn’t Systems see why that was necessary so the concept slowly went away. I still use her concepts today to get into tough accounts and the talk tracks and methods she teaches work great.” “I’d equate it to golf,” states Applied Imaging’s Konyenbelt. “If I am bad at putting on the green, it’s not the putting on the green that’s the problem or part of the problem, it’s the approach shot to the green. I’m not hitting good approaches to the green so I’m leaving myself 30foot putts all the time. If I look at three or four different benchmarks inside of Strategy Development’s approach to sales management for a person not producing at the right level, I can tell exactly what the problem is and diagnose and fix the problem pretty quick.” “The outcome afterwards is always a renewed interest to schedule more appointments. Except for the one Google search, I’ve not seen anything new in years,” concludes Post. ✦

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Business Profile Market Intelligence

Are You Ready for 3D?

S Michael Nadeau

•

uccessful resellers are always on the lookout for new product lines to complement their offerings and fuel growth. It’s not surprising, then, that many of them are partnering with 3D printer OEMs. Estimates for growth of the 3D market vary widely, but annual growth has been projected at 20% to 45% CAGR through 2020. That’s probably a little better than the hardcopy market is expected to do. While 3D overlaps little with the 2D hardcopy business in terms of technology and consumables, the similarities in the way 3D systems are sold, supplied, and serviced make them a sensible option for 2D resellers. Also for that reason, some OEMs prefer partnering with 2D resellers. Resellers who work in both markets report that their customers like having a single provider. That doesn’t mean it’s a slamdunk for every 2D reseller, however. To understand why, let me give a quick overview of how the 3D market differs from hardcopy. The most important difference is that 3D is not really about printing. It’s a manufacturing technology. In fact, you might see usage of the term “3D printing” fade in favor of its other more accurate name, “additive manufacturing.” It builds objects for a nearly limitless range of applications—casting molds, toys, engineering prototypes, replacement parts, fabrics, and tools to name a few. 3D printing is bringing manufacturing capability to everyone, just as personal computers and printers did for printing. On the consumables side, you have to think in terms of bulk volume. Consumables are sold in many forms including filaments, powders, and resins. The material

www.enxmag.com | August 2015

itself can be just about anything depending on the application. Plastic is by far the most common material, but also common are metal, wood/paper, ceramics, and gypsum. Because of the volume, the cost of consumables will be a much higher expense for 3D customers than for 2D customers. According to data aggregated by Statista (www.statista.com), consumables accounted for nearly 40% of an estimated $4 billion spent on 3D printing in 2014, more than on 3D printers (35.5%) or maintenance and services (25%). Because 3D is a manufacturing technology, the people who buy and use it within an organization are probably not those to whom you sell 2D equipment. 3D printing is rarely used in actual production, so you are most likely to find 3D printers with design or engineering teams. These are the people who see 3D printing as a way to quickly put their ideas into physical form. Another key difference is that the 3D market and technology are rapidly evolving. The market is highly competitive and the technology is much less mature than hardcopy. OEMs are competing on build speed, finish quality and cost, and we are seeing each new generation of products eclipsing the previous in one or more of these areas. Adding to the complexity that rapid change brings are the options for software and hardware that might be required. Most traditional CAD packages can produce files that a 3D printer understands, for example, but they typically must be processed further using splicing software that enables an object to be built in layers.

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To make copies of an existing object, you need a 3D scanner, which come in a number of sizes and formats. Nearly all have a turntable that rotates the object so it can be scanned as a 3D object. These differences require hardcopy resellers to do their homework carefully before jumping into 3D. By homework, I mean you have to understand not just the 3D market and technology, but how well your own assets position you for the 3D market. You might find that you have little leverage in the 3D space. Below I’ve outlined attributes you should have before leaping into the 3D space as well as challenges for which you need to prepare.

Customer Base

The first place to look when considering the 3D market is your current customer base. Are the industries that are most likely to use 3D printers well represented? Many schools with STEM (Science, Technology, Engineering, and Math) programs are incorporating 3D printers into their curriculum, and this is currently a hot area. Manufacturing has long been using 3D printers for rapid modeling, and now some are starting to use the technology in production as well. Architectural/ engineering/design firms are starting to rely on 3D printing to produce scale models or proofs of concept. Dental and healthcare are also emerging as markets for 3D. The dental market for 3D alone is expected to reach $3.1 billion by 2020 according to SmarTech. OEMs of 3D systems typically look for resellers who have existing relationships with one or more of these verticals. It’s not just about having a foot in the door; it’s also about understanding the customers’ continued on page 32

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Are You Ready for 3D? business. You will have a steep learning curve if you are not already selling into verticals that use 3D. It’s worth repeating that even though you might already sell into the right verticals, you probably do not know the decision makers for 3D at those customers. Hardcopy sales tend to happen through IT or the CIO’s office. An engineering or design department often makes the purchase decisions for 3D. You will have to leverage your existing contacts within your existing

customers to find the best contacts for 3D sales.

Target Market

Once you’ve assessed your customer base, you need to decide which 3D market segment makes sense for you. This is important, because it will determine the financial investment you will need to make. Commercial 3D systems range from as little as a few thousand dollars at the low end to $500K or more at the high end. If your customers are on the high end of the

Summary Forecasts For The 3DP Market By Industry 25,000.0

Total Market (millions)

20,000.0

15,000.0

10,000.0

5,000.0

0.0

     

2013 2014 Other (millions) 277.1 325.2 Personal/Education (millions) 410.1 552.0 Auto (millions) 194.7 263.9 Dental (millions) 352.9 509.0 Medical (millions) 362.8 489.1 Aerospace (millions) 412.7 535.6

market, then the investment you will need to make in 3D will be much higher and it will take longer to turn a profit. At the low end, the investment can be as small as $10,000 (excluding overhead expenses such as additional staff). Here, your customers are likely to be schools, architects, engineers, and small manufacturers. It’s not unusual for resellers to see a profit within the first year at the low end. Large manufacturers make up the bulk of the high end, where your initial investment could be $100 thousand or more. The make-up of your customer base and local industry will tell you where you need to be. If you sell to schools or small firms, then low-end desktop models are probably what you should be selling. A large manufacturing base means a bigger investment and a little research to match performance, materials, and quality requirements with the right equipment provider.

Service and Support

2015 2016 2017 2018 2019 2020 2012 2022 2023 442.4 571.4 702.2 842.9 999.8 1,185.8 1,397.8 1,650.9 1,898.7 785.7 1,054.3 1,325.8 1,589.7 1,945.3 2,390.9 2,926.1 3,585.4 4,311.0 365.4 482.8 605.6 736.2 871.5 1,037.1 1,239.4 1,502.1 1,817.9 721.7 978.0 1,256.6 1,565.5 1,926.5 2,371.5 2,906.9 3,570.8 4,312.9 686.0 928.8 1,199.3 1,475.8 1,798.8 2,172.6 2,594.4 3,088.4 3,571.0 723.0 945.7 1,181.8 1,447.9 1,737.6 2,083.9 2,479.5 2,957.2 3,452.0

Market size projection by industry through 2023 Source: SmarTech Markets Publishing

Most of the 3D OEMs are young companies, and their service and support capabilities have not matured to those of, say, a Hewlett-Packard or Konica-Minolta in the hardcopy world. Whereas those vendors might respond to a factory service request within 24 hours, a 3D OEM might take 48 hours or longer. And as I noted earlier, support and maintenance represents a significant portion of total revenue (25%). So, you should be prepared to provide good service and support if you believe it’s necessary to meet the expectations of your customer base. Service technicians who have worked with printers, copiers, or other office equipment can easily pick up skills needed to service 3D printers. Many OEMs provide service training to resellers, and in larger markets, you can hire people with 3D service experience from the local talent pool.

Training

Prototyping/modeling fees for common projects Source: 3D Hubs (www.3dhubs.com)

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www.enxmag.com | August 2015

Your customers’ learning curve for 3D systems will be significantly steeper than for your typical office printer or copier. They might be unsure of how they might apply 3D printing in their business and may be confused by the range of continued on page 34 We Saw It In ENX Magazine

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Are You Ready for 3D? options. Making a 3D sale often depends on instilling a sense of confidence in the customer that the technology fits with their business and they can use it effectively. This is why many 3D resellers offer training to their customers. That training can take several forms including classes at your site or theirs, one-on-one training, or downloadable or streaming training videos. The better 3D OEMs will provide support to help resellers set up training programs.

Prototyping and Samples

Customers will want to see a proof of concept before committing to a purchase. For this reason, it’s not unusual for a reseller to offer prototyping services using the 3D equipment they sell. This allows the prospect to see exactly what output to expect before making a purchase. A prototype service requires overhead in terms of materials, equipment, and staff time, but it has several advantages in addition to showing off the capabilities of your offerings to your prospects. It is a revenue stream. Fees for prototyping projects range from

$20 to $60 or more depending on the complexity of the project and materials required. Perhaps the most important benefit is that it will help build a sales pipeline. Not everyone who uses the prototyping service will be a prospect because they don’t have the volume of work to justify the expense or they don’t yet understand what the technology can do. As they grow and learn more about 3D, some users of your prototyping service will want 3D systems of their own. If you don’t want to offer full prototyping services, then you will need the capability to produce samples to help close sales. The overhead will be small—mainly time, materials, and having a machine available to create the samples—but you should factor this into the cost of sale.

Technical and Domain Expertise

As I said earlier, the 3D market is changing rapidly. Many of the OEMs you could partner with today might not be around in a few years because they misjudged the market or simply failed to

keep pace. You want to place your bet on the OEM that has the right technology for your customers today and a product roadmap to meet their future needs. The best way to hedge that bet is to become an expert on the technology and how your target industries use that technology, before you go shopping for an OEM partner. This will allow you to ask informed questions and uncover weaknesses in the OEMs’ offerings.

Ability to Be Patient

Most of the established hardcopy vendors are a year or more from introducing their own 3D printers. Early adopters of 3D technology have mostly made their big purchases. Big OEMs like Stratasys already have established reseller networks and are taking on few new resellers. My point here is that you should not jump into the 3D printing market if you expect a big pay-off quickly. The value of getting in now is to establish yourself with an OEM built for the future so that you are well positioned for the market explosion that many analysts (this one included) expect to happen. Here’s why I think that explosion will happen. First, the big brands from the 2D world are either just entering the market or will do so within a year. That will further validate the market once they unleash the power of their channel, sales, and marketing machines. The rising tide will lift all boats. Second, improvements in technology will dramatically boost performance and quality to new levels within the next couple of years. Those improvements will make 3D printing competitive with or better than existing manufacturing methods for applications where 3D is currently little used. Finally, there is always a lag time between a technology’s readiness for a market and the market’s readiness for it. As companies and professionals learn more about what 3D printing is and what it can do, adoption rates will rise significantly. ✦

Reasons why companies invest in 3D printing Source: Gartner (www.gartner.com)

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www.enxmag.com | August 2015

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Business Profile

Hytec Dealer Services:

A 30-Year Legacy of Reliable Repairs and Replacement

hen an office imaging dealer needs quick and reliable circuit board repairs or a replacement board, the first call many make is to Hytec Dealer Services, Inc. They also depend on Hytec to lower circuit board replacement costs and help improve their first-call effectiveness, which is in keeping with its mission. That mission is providing componentlevel support and solutions to help service organizations save time and money, and remain competitive.

Hytec’s Senior Management Team, (from Left) Front Row:Eric J Auman-President & CEO, Jennifer Amatucci-VP Business Development, Lori P Jones-Controller, Mark Herron-Quality Manager, Second Row: Don Meis-Service Director, Jon MeyerTechnical Service Manager, Kyle Johnson-IT Director

“The Hytec name has become synonymous with quality, reliability, and savings, and Hytec has grown to be a diversified repair facility, with synergies to provide unmatched quality, customer service, and value,” states Eric Auman, president & CEO. Hytec is unique in the industry in that it services 38

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multiple brands at one location. It specializes in circuit board repair for Canon, EFI Fiery, HP, Konica Minolta, Kyocera, Lanier, Neopost, Océ, Ricoh, Savin, Sharp, Toshiba, and Xerox products. For dealers looking for a one-stop shop, Hytec is most definitely the choice.

Not Just Circuit Boards

Hytec’s service team repairs thousands of circuit boards for customers across North America monthly. All repaired boards are functionally live tested and must pass stringent internal quality standards before leaving the Hytec facility. Its process-driven quality management system ensures consistency, reliability, and provides the dealer with peace-of-mind. While Hytec has a wellearned reputation for fixing circuit boards, that’s not all they fix. They can also repair assemblies, fuser units, stapler assemblers, and laser scanner assemblies. If it’s an electromechanical assembly, Hytec techs can probably fix it. Plus standard repairs are made with OEM genuine parts. Repairs are backed by a 90-day warranty on workmanship and parts for all electromechanical assemblies. In addition, many of these assemblies are available through Hytec’s Advance Exchange Service, which provides customers with additional savings.

How long has this been going on? Hytec’s origins date back to

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1981 in Orlando, FL when it began doing Canon and Sharp circuit board repair as a division of Delta Business Systems, Inc., one of the country’s largest document imaging dealerships. By 1985 Hytec Dealer Services, Inc. had become an independent corporation. “We built our business around the idea of what a service department needs to make their job easier,” says Jennifer Amatucci, vice president of business development, who has been with the company for 25 of those 30 years. “We’re always looking for ways to bring value to our customers. We help them make their business more profitable rather than just selling them a service.” That’s another benefit that customers who do business with Hytec receive, a tenured management team. Most of the management staff has grown up with the business, logging 25-30 years with the company. It may be a challenge keeping up with all the new products coming to market as well as evolving technologies, but another asset is Hytec’s internal technical capabilities. Hytec technicians possess the experience and technical skills to develop fixes on their own without OEM training. That said, Hytec has strong, long-term relationships with almost all the OEMs. “We share with them what we see failing on the circuit boards,” reports Amatucci. “They can then share that information with Japan and make any continued on page 40

Hytec Dealer Services improvements that are needed while their products are still in production.”

Pick Your Service

Whether it’s Repair & Return Services, which offers savings of up to 70 percent off new board replacement costs; Advance Exchange Services; the Board Bank; Hard Drive Secure Services; or EFI Fiery Support, Hytec has a full menu of programs to meet its clients’ diverse needs. Clients can also purchase new or repaired parts directly from Hytec at greatly reduced pricing. Hytec Drive Secure Services, the Mechanical Repair Division, EFI Fiery Support, and the Board Bank are all segments of Hytec’s business that continue to grow at a rapid pace. Let’s take a closer look at some of these services.

The Mechanical Repair Division

Hytec’s electro-mechanical division has been growing consistently year over year. “No matter how much effort manufacturers put forth to raise the bar for performance and reliability, a fusing unit or stapler is always going to wear out at some point,” acknowledges John McCabe, assistant production manager. “Hytec has over a dozen technicians dedicated to this area full time, and can pull from other repair departments for additional expertise and productivity as needed.” In order to provide the greatest value to its customers Hytec continually looks

to add support for the latest models and those having the highest demand from the field. As with its circuit board repairs, Hytec’s electromechanical repairs follow the same requirement for live functional testing in the actual OEM equipment. “We make every effort to use genuine OEM parts in all of our repairs and if a third party substitute is ever required it is rigorously tested in-house before it is used for field repairs,” says McCabe. “Outsourcing your electromechanical needs helps reduce your costs from buying new replacements, helps free up your technicians for revenue-generating activities, and eliminates the need to rebuild a unit at your client’s location.” Plus all electromechanical repairs from Hytec have a full 90-day warranty on parts and workmanship. New Hytec customers are often surprised to learn that Hytec has one model of every copier within their location. “We have 60,000 square feet and have a test bed for every machine we support,” reports Amatucci. “We live check every board in that machine.” When a customer calls in for free technical support, they talk to a Hytec technician that’s on the floor with that machine. The customer can describe the issue and the technician can then recreate that scenario using the database Hytec has built of failures that it has seen on the board. “When a technician tells us what error code they see in the field, we capture that information as well as what we see and the repairs that are done to that board,” says Amatucci. “In many cases we can troubleshoot that board further than what the service manual may say.”

Advance Exchange Program

The Advance Exchange Program is Hytec’s most popular service program, enabling dealers to receive a repaired 40

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circuit board the next business day. Repaired boards can either be shipped to the dealership or to a service technician in the field. Benefits of the Advance Exchange Program include: • Next day order fulfillment • Reduced inventory costs • Reduced inventory carrying costs • Reduced freight costs for incoming rush freight • Online tracking of open exchanges & courtesy reminders • Ability to drop ship directly from Canon, Ricoh, Sharp & Toshiba

The Board Bank

Hytec’s Board Bank program is an inventory management service where Hytec manages a client’s circuit boards at its facility, repairs them, and ships them back to the client when needed. This service is often beneficial for multibranch service or manufacturer-direct field support operations. The company now manages thousands of boards for office equipment dealerships at its facility in Orlando, FL and two warehouses in Canada. The inspiration for the Board Bank was based on the challenges dealers faced of maintaining adequate inventory for a variety of equipment at the lowest carrying costs. Repaired boards are received with a reusable box that precisely fits that board, a prepaid RS shipping label, and a tag for easy return to the dealer’s board bank at Hytec. There is a small handling fee for this service, in addition to Hytec’s flat-rate repair price. The benefits of the Board Bank Program are: • Reduced inventory costs • Reduced inventory carrying costs • Reduced cycle time to receive a repaired board • Reduced freight costs for incoming rush freight • Online Board Bank access 24 hours a day continued on page 42

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Hytec Dealer Services • Track boards by your branch ID, technician ID, part number, etc. • Boards can be shipped directly to your branch or field service technician • Save space at your facility The Board Bank service continues to grow and at press time Hytec was in the process of finishing a 15,000 square foot expansion to accommodate that growth.

EFI Fiery Support

Hytec recently expanded its relationship with Electronics for Imaging (EFI), the manufacturer of Fiery print servers. That’s not surprising because Hytec has had a close working relationship with EFI for many years, helping provide authorized warranty and out-of-warranty support. “EFI works exclusively with Hytec to improve the serviceability of their print servers,” explains Jon Meyer, technical service manager. “This partnership allows Hytec to provide world-class support on the EFI product, across all OEM lines.” In addition, EFI provides Hytec with direct access to EFI engineers and all engineering data and schematics. The relationship with EFI is particularly important to the channel because in

order to protect the proprietary software built into the Fiery print servers, it isn’t possible to swap motherboards between units. Rather, it’s necessary to purchase a motherboard kit from the OEM in order to replace one. If the tools provided in the kit are not available, the new motherboard will not work. “Hytec is the only repair facility within our industry that can provide motherboard replacement kits with all of the necessary security tools to facilitate

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motherboard replacements in the field,” maintains Meyer. Hytec also offers whole server repairs. Because of the complex nature of the print servers and the potential for dealers to create problems by swapping boards, Hytec will accept whole servers from dealers, troubleshoot them, and make the necessary repairs. The company offers a general, non-refundable diagnostic fee to let dealers know what repairs need to be done. This fee includes trouble shooting of the unit, secure data destruction of the existing hard drive and system software reload. Any necessary board repairs are offered at an additional cost. “Sourcing the whole servers to Hytec can save many hours of time in the field, and will ensure a fully-functional server upon return,” maintains Meyer. “We look forward to the continued success of our partnership with EFI and being able to provide ongoing support and increased offerings to the dealer community.”

Hytec Drive Secure Services

Hytec has always been a leader in hard drive sales to the office imaging industry. However, as concerns regarding data security have become front and center in the industry, Hytec has added services to provide dealers with options to reduce their risk, protect their clients’ data, and potentially create a new revenue stream for themselves. “This new offering is referred to as Hytec Drive Secure and is a turn-key client solution, enabling the dealer to provide secure data destruction without the risk,” explains Don Meis, service director. “Hytec Drive Secure provides full hard drive sanitization and data destruction services based on the dealer’s needs and can provide a secure chain of custody to the dealer and their customer.” The Hytec Drive Secure program is fully insured and bonded, and Hytec is a member of the National Association of Information Destruction (NAID). Hytec also offers client-direct services for a dealer’s clients who would prefer to handle the disposal of their hard drives themselves. Besides eliminating any potential dealer liability, this method also allows the dealer to provide a valueadded solution.

Listening to and Communicating with the Customer

Hytec couldn’t have achieved the longevity it has in the industry without close customer relationships. The Hytec sales team meets regularly with customers—parts managers, warehouse managers, service managers—to learn more about their process, what they’re struggling with, and to help them identify the parts they can source from the Hytec Repair Center to keep their technicians on the road and completing service calls. “We have a comprehensive report card that shows the dealer how they measure up to the national average on board usage and how they order those boards, using Advance Exchange or the Board Bank, and how knowing more about our services can enhance response times for the technicians out in the field and help them get that product up and running so they’re not losing money.”

Looking Ahead

As the office imaging industry continues to evolve and diversify, Hytec will be evolving and diversifying right along with it, diversifying not only in office imaging, but other emerging markets, leveraging the infrastructure it’s built over the past 30 years. That success and the support of its customers is something that’s recognized and valued by everyone at Hytec. “It has been an honor to serve the imaging industry for over three decades, and on behalf of the entire Hytec team I would like to thank all of our very loyal customers and OEM partners for trusting in our services,” concludes Auman. ✦

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Contact Information Hytec Dealer Services, Inc. 3600 Vineland Rd. Orlando, FL 32811 (800) 883-1001 (407) 297-1001 Fax: (407) 297-4310 Tech Hotline: (888) 883-2001 www.hytecrepair.com

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Dealer Spotlight

Imagine Solutions’ Craig Knouf Continues to Make All the Right Moves

Craig Knouf Imagine Solutions

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little over two years ago, Craig Knouf, a document imaging industry veteran, decided to roll the dice and get back into the document imaging business in a mature Portland, OR market, a market with some formidable big name competition. Was that a smart move, a smooth move, or temporary insanity? Actually, it’s turned out to be a brilliant move. But before we get into the specifics of that move, let’s trace the long, circuitous path Knouf took to get to where he is today. Knouf started in the office technology business in the early 1980’s selling IBM Selectrics. From there he went to a small independent dealer where he sold Canon fax machines in 1985. The next year he started selling copiers. By 1987 the dealership he was working for was acquired by Alco Standard. As that organization grew to become a $100 million Alco company, Knouf moved up the ranks from sales rep, to sales manager, to branch manager, to regional sales manager, to vice president of sales. By 1996 around the time Alco started talking about changing its name to IKON and altering its business model, Knouf realized

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he had acquired the skills to run his own dealership and the time had come for him to go off on his own. He cashed in his stocks and bonds, went to the bank with a business plan, got an SBA loan and opened Associated Business Systems in June ’97 with 10 other people he had talked into leaving various companies. Of course everyone he knew told him he was crazy for starting a dealership with no base. “You’ll never make it,” he was told. Wrong. That first year Associated Business Systems did $3.8 million and within 10 years it was a $44 million dealership, and one of the largest Ricoh dealerships in the country, with 200 employees. That was also the time Knouf began thinking about selling the company. When Ricoh heard he was talking to Global they came in and made him an offer he couldn’t refuse. Ricoh liked his style, and who wouldn’t considering his track record along with his entrepreneurial way of doing business. He was told to keep

run as he saw fit and grow accordingly. How perfect was that? It was a marriage made in heaven or so it seemed. But like most marriages originally made in heaven, it didn’t last. The deal closed in April 2008 and by September Ricoh had announced they were buying IKON, which changed everything. He was asked to wrap into the national Ricoh/IKON program, and while he’d still be running the company there were certain aspects of his new situation and who he’d be reporting to that didn’t sit well with him. He fought those changes like the fighter he is, but he soon found himself on the ropes and decided to take the severance check, a five-year non-compete, and retire. That was fine, he was ready to retire at 52 anyway, figuring he’d spend time at his second home in Palm Springs, play a lot of golf, and just enjoy life. But Knouf miscalculated. Most of his friends were still around the same age, still

Knouf realized he had acquired the skills to run his own dealership and the time had come for him to go off on his own. running the business the way he was running it and that the plan was to fold the 11 RBS locations in the Northwest under the Associated Business Systems umbrella, creating a $75-$80 million entity that Knouf could We Saw It In ENX Magazine

working, and didn’t have the financial resources to travel and do all the things he was able to do. Within nine months he was looking for something to do. Inspiration came when he continued on page 48

All the Right Moves read a magazine article about the coming boom for the ‘better burger,’ a higher end burger than you’d find at one of the fast food chains. “I love burgers and saw the promise,” he recalls. He looked into franchise opportunities around the ‘better burger’ concept, then realized why do a franchise when he could do it himself? Putting his business acumen and love of burgers to work he opened the original Wow Burger in 2011, a restaurant where one could get a burger made from all natural beef, and where customers could customize their burger with an eclectic selection of free toppings, buns, and homemade sauces. It took off like a Titan rocket. A second restaurant opened the next year. All along Knouf continued making investments, including buying and fixing up classic cars, and was perfectly content being the Wow Burger king. But everything changed when a former partner from Associated Business Systems came knocking. He shared with Knouf a letter Ricoh had sent to its HP supplies business customers, basically saying they were getting out of the HP business and would no longer service and supply HP products or any other competing model and recommended that they now call CDW for service and supplies. “I looked at this letter and said, ‘They’re firing the customer,’” says Knouf. Doing the math he figured that when he was with Associated about $8 million of its $44 million came from printers, printer supplies, and printer service. “Here’s an $8 million business they’re going to fire,” states Knouf. “If they don’t want it, I’ll take it. It’s profitable, a good business, makes perfect sense, and you don’t need a lot of overhead to run it.” He turned Wow Burger over to his son and shifted his attention to getting back into the document imaging business. He brought on his friend who had been working for Ricoh, hired two technicians and one of his old bookkeepers from ABS and opened for business the next month as a printer service company that

sold printers and printer supplies, and provided MPS. Once again everybody told Knouf he was nuts for getting back in the document imaging industry game and working 70-hour work weeks since he no longer had anything to prove. “I didn’t think so at all,” maintains Knouf. “I looked at it and saw an opportunity.” Not long after opening the doors Knouf decided it would be nice to have an additional product line and reached out to Samsung who had just entered the business and became a Samsung dealer, and then became authorized to service Brother and HP and sell the supplies for all those lines. Knouf’s good fortune continued when four months later, the son of a former competitor approached him about buying the Toshiba dealership that ABS had attempted to acquire years before. Imagine Solutions ended up buying the company, hiring all the employees, including the owner’s son, and merging the assets.

Doing the math he figured that when he was with Associated about $8 million of its $44 million came from printers, printer supplies, and printer service. “We weren’t planning on becoming a copier dealer, but they had good customers, good employees, and all of a sudden I was back in the copier business,” acknowledges Knouf. Getting a new business off the ground is not without its challenges, but the biggest challenge for Knouf is the same thing it’s always been, finding good people. Although this time around it was little more complicated. “When you’re a big dealer like we were at Associated, you talk to every single person, service, admin, and sales because you’re always recruiting,” he explains. “They all knew me, but this

time it was, ‘How long is he going to do it again before he sells it?’ I had a lot of fear to overcome from people who were afraid I was going to build it up and sell it again. That’s the biggest challenge and will continue to be the biggest challenge.” Business is going well and as of June 2015, Imagine is well beyond its plan. The segments of the business doing best include MPS, Supply Inventory Management, and Toshiba’s color MFPs. Of course there’s always room for improvement and one segment of the business Knouf would like to see do better are the higher volume, centralized machines. A big reason for the slow start in this segment is because he hasn’t been able to find the right people who know the product and can focus on it. “That’s one area we see as an opportunity in 2016,” observes Knouf. Another acquisition that’s made a big difference is now Imagine’s NOVO Expert Solutions division. “There was a company in town with good engineers that specialized in SharePoint and RightFax and could write programs like nobody’s business,” says Knouf. He had originally tried to acquire the company, which was one of the biggest RightFax resellers in the country in his ABS days, because he saw that having solutions and professional services was the way to grow and become a stronger company. But they couldn’t reach an agreement. Then last year the owner decided he wanted to step away from the business and he approached Knouf and told him he wanted to make sure if he sold that his employees and company would be taken care of. “That’s what we did—we brought those folks over to work with us and changed the name to NOVO which stands for ‘New Beginnings’ as a division of Imagine Solutions,” says Knouf. “Their big thing is content management.” Imagine’s customers are a little different depending on the product or service. For printer fleet management and supply inventory management it’s virtually everybody. The MFP business is the same customer Knouf used to have continued on page 50

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All the Right Moves at Associated—small to medium size businesses. Imagine also has a few large accounts. The NOVO Expert Solutions business is mostly medium to large customers, including healthcare systems and one of the largest hospitals in the western United States. “We’re all over the board,” notes Knouf. “If we do a good job of moving from platform to platform, we should be able to move our multifunction customer into those larger customers that are doing professional services with us and vice versa. We’ve done well in moving our supply inventory management people into becoming copier customers and vice versa.” Asked what he does for fun when he’s not working, Knouf replies, “Work, isn’t that fun? It is for me.”

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Something he’s discovered about himself since being back in the business is that he doesn’t think he’ll ever retire. “That was the goal everyone wanted when I was growing up—making enough money not to worry about things and travel,” says Knouf. “I love what I do; I can’t wait to get to the office, many nights I’m here until eight o’clock.” When he’s not working, Knouf still finds time to play golf and travel. He says the best thing about doing what he does is watching his people grow in the industry and within the organization. Knouf also takes great pleasure in seeing his employees buy their first house, have their first child, or watch them walk their daughter down the aisle at their wedding. As a successful entrepreneur a few times over he must have some advice for someone considering doing what he did, i.e., crazily starting a business in a mature market. “Jump high and jump back in,” he says. “I don’t think there’s ever been a better time. When I originally did this in ’97, IKON was messing up with their customers and their employees were unhappy and it was a huge opportunity not because there was growth in the copier business, but because there’s possible growth in the industry from within for another player if you will. Nothing has changed, we’re in a mature market and here it goes again. Although the copier business and printer business aren’t growing, the shift of which company [a customer] goes to makes it a great time to be in the industry. ✦

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Charles Lamb

Sales Management News Briefing

What a Great Sales & Marketing Consultant Can’t Do!

’ve written a lot about the ups and downs of sales and marketing execution. I don’t know that I’ve ever encountered a perfect organization but there are certainly companies that execute very well. Naturally, there are those that don’t. When a dealer engages a consultant, it doesn’t take too much time before the dealer wants answers. And they’re serious! After the self-diagnosis and sometimes their opinion on how to fix the problem are delivered, the dealer asks this question, “So what exactly do you recommend?” The expectation today for instant results is amazing. The consultant is expected to repair immediately what the dealer hasn’t been able to do in years. The speed of business today doesn’t help. Another strong contributor that feeds this demand for immediate answers is that some dealers have the same thing happening to them. Each morning they go through a ritual where their top twenty emergencies are presented to them in the first few minutes of their day, every day. This expectation of the dealer then becomes the pace that they expect from everyone. Like the lightning round on Jeopardy, they’ll get most of them right and a few wrong, but most dealers are used to that pace and pressure. However, right or wrong it’s not always their business reputation they’re risking in each of those decisions like it would be for the consultant, so a consultant’s recommendation should only come from careful, thorough discovery and best practices. No matter how strong the demand for instant answers becomes, a professional consultant can’t

guide the repair, even for the more common problems, until you know what “it” is. There are times where dealers hire a consultant, but for whatever reason they aren’t forthcoming, open and honest about the true cause of their problems. Sometimes they just don’t see it, sometimes they just won’t say it, but the baffling part is, they’re the one who made the decision to hire the consultant. Great consultants always have a bit of a psychiatrist in them and in many cases call upon that skillset to help the client come to a place where they want to help themselves. Uncovering and/or acknowledging the root cause of failure can be, in itself, an act of freedom that launches the entire company into forward successful momentum. However, if they can’t spur honest conversation and agreement around the root cause for the problem, it can become a very expensive and exhaustive undertaking. Consulting firms are a profit organization also and if they have to continually fight the client just to get to the truth, your fees won’t go as far as they should and most likely they’ll go find someone who really wants their help. Sometimes we find that the dealer principals themselves are the problem. They simply aren’t great at leading their company. Possibly they were a great sales rep or service tech in the past, but not so great as an owner. This fix is easy—hire a GM or VP of Sales and step aside, for the health and wellbeing of the company and its employees. The owner may go back into the position they love, while the new leader manages

everything for the better. Likewise, there are good and bad consultants. But if the biggest problem is what the dealer sees in their mirror every morning, no consultant, not even one with an “S” on their chest and a red cape on their back, can fix their issues. If they’re always right and everyone else is always wrong, or, they simply don’t listen to anyone, I promise the consultant will get the blame. If you ignore, modify or refuse to implement a great consultant’s recommendations, you OWN the outcome! The good and bad fall on you. It’s no longer their plan you’re following, it’s YOUR PLAN. I once had a business owner tell me that my recommendations and plan failed to achieve his objectives. I told him that was impossible and he asked, “How can you say that?” I said, “It’s because you have yet to follow a single recommendation I’ve given you.” After several hours of billable conversation, he finally came to the conclusion that he had modified or altered every single recommendation I’d given him. Some things are easy to see if you’re on the outside looking in. The typical consultant is rational and doesn’t carry the emotion or pride about the dealer’s company that they do. Sometimes things are just too close and you need an outsider to balance the view. But no matter what recommendations you receive, no one can make you do anything. Consultants are not your employees and at times it’s hard for dealers to interact with someone they pay and yet don’t reign over. It’s probably one of the most valuable business relationships you can create, as they get to see hundreds continued on page 54

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What a Great Sales & Marketing Consultant Can’t Do! of companies like yours and are able to bring that knowledge into their relationship with you. But you have to understand that they are not accountable to you for every move they make. Do you have a close friend or family member who won’t go to the doctor when they’re sick? Or maybe they go to the doctor but never follow their instructions for getting better, including not taking the medicine the doctor prescribed? This describes the consultant’s world perfectly. There are a lot of sick businesses out there and yet few will take it to the doctor and there are many who engage us who simply won’t take the medicine. Consultants don’t have to be amazingly smarter than the average dealer even though they certainly could be. Most likely, they’re just seeing multiples of what you see one of. A consultant that specializes in a vertical market gets to see hundreds of examples of people running their business who are all handling the

exact same issues, problems and concerns and there is a significant value in seeing the good and bad from those relationships. Let’s face it, you probably execute some tasks way better than others and consequently there are others who perform certain tasks better than you. Over their career, a great consultant can ultimately work with hundreds of businesses like yours, and as such, they’ll get to see greatness from many points of origin. Some dealers have the exact same problems you do and some have mastered the problem you haven’t. In this light, think of a consultant as your conduit to greatness and someone who can shorten the path to success because of their experiences with different people just like you. A great sales and marketing consultant can be a wonderful addition to your team. Most likely you’ll be able to afford their expertise simply by shifting dollars from a failed area of your business so it shouldn’t really cost you anything in the long run. If your business’ future is unsure or you have areas of your business that are out of control, a great consultant can help you. But they can’t make you call. So if any of this describes you and your company, take the free advice of a great consultant! Call one! ✦

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t usually starts with service. And that’s exactly how things started for Nexus Office Systems, a Rockford, Illinois-based dealership where providing customers with superior service has always been part of the plan. Indeed, the company was founded with service in mind and that’s the core of its mission statement too. “Our company’s mission is to provide the highest quality office equipment combined with superior service.” That superior service, backed by solid metrics, is why Nexus Office Systems has been acknowledged with a BEI Services and ENX magazine Office Technology Service Excellence Award at the Diamond level. Nexus Office Systems Bill and Donna Rockwood Nexus Office Systems opened its first Chicago area office in 1982 and since then has been servicing customers throughout suburban Chicago, the 12 counties in northwest Illinois and portions of southern Wisconsin. Originally a dedicated Ricoh dealership, Nexus added Canon to the mix in the mid 1990’s after acquiring two Canon dealers. The dealership’s expertise in digital document workflow solutions allows it to blend multiple technologies together to give customers the customized solutions necessary to succeed 56

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in today’s competitive environment. Nexus sells MFPs, printers, copiers, fax machines, scanners, and wide-format printers. Nexus’ primary competition comes from other independent dealers. The largest vertical markets the dealership services are government, education, and medical or the traditional GEM marketplace. “Rockford has become a regional medical center,” says owner Bill Rockwood. “In addition to three regional hospitals Rockford is also home to Crusader Clinic, a large community based outreach clinic whose mission is to provide high quality health care for all patients, regardless of their ability to pay.” Nexus employs 14 technicians who are largely responsible for ensuring that the dealership’s service goals are consistently met. Nexus doesn’t create its service territories based on a unit to technician ratio but instead bases its territories on geography as well as the number of images produced in each territory on a monthly basis. “At the low end of the spectrum, we might have a technician that manages 1.5 million images per month. But on the high end, we have a select number of technicians who can manage over 5 million images per month,” explains VP of Aftermarket Support and Service Manager Donna Rockwood. This approach has worked well for more than a decade. “Our experience has been that you can assign several hundred Segment 1 machines to an individual technician but because of the relative low volume and the diminished service demand, a technician would not meet the optimum hours of productivity that BEI benchmarks,” says Donna. “We have a lot of high-end We Saw It In ENX Magazine

products that produce anywhere from 250,000-400,000 images per month. A technician that manages that kind of volume per unit has significantly less product in his assigned territory.” One reason that Nexus can do that is the tenure of its staff. Some have been with the company 20 years or more and have been able to grow and handle more and more volume while keeping their performance up and the metrics where Nexus needs them to be. “What we’re striving for is what is referred to as the ‘hybrid technician’ with a combination of solid electro-mechanical skills, vast service experience, and a fundamental understanding of network connectivity,” adds Donna. “This is what distinguishes us from our competition.” As technology and the industry has evolved, Nexus’ technicians have needed to grow to keep pace with an ever changing marketplace. In order to continue to refine these skills, technicians have ongoing training both in the classroom and online. In addition, technicians are encouraged to participate in Canon’s ATSP Program as well as Ricoh’s Prestige Program which recognizes technical excellence. “BEI’s program is a huge motivator because instead of comparing ourselves to one another we’re able to compare our individual and collective performance to other techs and other dealerships on a national level,” observes Donna. “That has certainly given us a whole new perspective.” BEI Services’ program has only been in the picture at Nexus for a few years, but once it was implemented it had an immediate impact and continues to pay huge dividends. continued on page 58

Nexus Office Systems

“With a mature service organization such as ours, changes are not made in a sweeping fashion, they’re made through small steps,” says Donna. “BEI provides us with that step by step approach each month, identifying areas of achievement and at the same time uncovering areas that would benefit from closer scrutiny.” Closer scrutiny has led to huge improvements in FCE (First Call Effectiveness). “And we know FCE is the driving force behind response time,” emphasizes Donna. “Once call backs and hold for parts are stabilized to a healthy level, a solid response time seems to follow. At one time I would have said four hours was the gold standard for response time but with the advent of the MFP, four hours might seem interminable to a customer who can’t copy, fax, scan or print.” Having this information at their fingertips and being acknowledged for their superior performance with a Diamond level award is a huge selling point for the company. “We started the company with the idea that we wanted to provide the highest level of service of any organization in our marketplace,” recalls Bill. “I think we’ve consistently achieved that. Our whole sales effort and organization is focused on the level of customer service we’re able to provide. The award we won from BEI, from our point of view, is hugely significant because it verifies the level of service that we’ve been providing to our customers.” Donna typically reviews the information on a monthly basis with

The Right Partner Makes All the Difference Partner with us to sell document management solutions. For over 25 years, we’ve been by your side. Executive Leadership Council

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Brad Nelson and Dave Schuster, Nexus’ field service supervisors. “We give that information each month to our technicians, but we do a formal recognition of their accomplishments on a quarterly basis because we think the bonus aspect is more significant paid out quarterly rather than monthly,” states Donna. “That’s been a huge motivating factor for our technicians, considering one quarterly payout is strategically scheduled for mid-December.” She adds that Nexus does give bonuses to techs that carry a greater workload at a higher percentage. “That’s a motivational tool for those techs on the lower end of the volume spectrum to take on more workload. In order to be assigned more workload, though, a technician must be able to take on the additional work while maintaining company performance standards,” notes Donna. Talk about motivation—nearly 50 percent of Nexus’ techs have been recognized by BEI in either Diamond, Platinum or Gold categories for their performance in the field. “The old adage of ‘time to failure’ or ‘copies to failure’ equals dollars still applies but with an added emphasis on improved first call effectiveness,” says Donna. As a Diamond level dealership, do the Rockwoods have any recommendations to their peers who are looking to raise their tech’s performance? “If a dealership is not currently using BEI we would recommend that as a first step,” responds Bill. “Using BEI’s performance analytics as a benchmark is essential. You can’t improve if you don’t know where you are and knowing where you are is what allows you to move the ball down the field. Then, look at the metrics they measure—FCE, callback percentage and hold for parts percentage. Those are items that we were measuring before we started with BEI. Before utilizing BEI, however, we were only able to measure our performance against ourselves.” Is there room for improvement? “Although we were fortunate enough to earn the Diamond Level Service Excellence Award, there is always room for improvement,” says Donna. “We are looking forward to implementing a new BEI program module on tech inventory to help drive down our hold for parts metric.” Nexus provides company vans for its techs, enabling the dealership to determine the amount of parts that each vehicle carries. “With the arrival of color products, the size and volume of the parts needed by each technician has increased dramatically,” explains Bill. “To accommodate this change, we recently increased the size of the technicians’ vans which should also help us in ‘hold for parts.’ They are literally warehouses on wheels!” In an industry that thrives on service, Nexus continues to set the pace in its market and they’ve got the numbers to prove it. And thanks to Nexus’ techs their customers are enjoying a level of service that keeps them running at peak efficiency. ✦ Nexus Office Systems

Rockford, IL www.nexusofficesystems.com Owner: Bill Rockwood VP of Aftermarket Support & Service Manager: Donna Rockwood Field Service Supervisors: Brad Nelson & Dave Schuster Number of Service Techs: 14 Lines Serviced: Canon, Ricoh We Saw It In ENX Magazine

Territory Covered: Suburban Chicago, 12 counties in northwest IL, portions of WI

Why They Stand Out: • In 60th percentile for FCE

• •

Hold for Parts is 13 percent Nearly 50 percent of techs recognized by BEI Services for Service Excellence

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Sales & Marketing

Staying Relevant in the 21st Century

had a really powerful conversation with a friend of mine a few days ago. He’d just left his position of several years, managing a sales force selling to (through) independent dealers in his industry, both small and medium sized. He’d done a nice job. His division had posted nice growth, and he’d been recognized by his company. Yet when I asked him why he left, he had an answer that amazed me. “I left because I got frustrated. Only ten percent of the people I was dealing with are even relevant in today’s market, and ninety percent not only aren’t relevant, they don’t want to be.” Wow. That’s a huge statement. Not ‘productive’ or ‘growing,’ but ‘relevant.’ When I pressed him for more details, he explained that entirely too many people in his business are doing business the same way as they did 25 or even 50 years ago, and acting like the changes in the business world haven’t even happened. That, of course, put me in mind of our profession of selling and made me wonder how relevant many of us are, or will be. But what does “relevant” mean? Merriam-Webster defines “relevant” as: “Having significant or demonstrable bearing on the matter at hand.” That’s an interesting definition, isn’t it? If “the matter at hand” is the process of your customers accessing the goods and services that they need and making profitable buying decisions, do you truly “have significant or demonstrable bearing” on that? For too many salespeople, the answer is “no.” Don’t believe me? Think about the last sale you LOST. Why did you lose it? Give me an answer like

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“price,” or “perceived benefits,” or something of that nature, and you’ve just said that you were irrelevant in that process. Interesting little word, isn’t it? What if “the matter at hand” is your company’s growth and profitability? Does the meaning of “relevant” change then? If you have “significant or demonstrable bearing” on your company’s growth and profitability, that means that YOU are a generator of new business, a retainer of current business, and a good developer of current accounts into higher profitability. Does that fit? Or, going back to my friend – if “the matter at hand” is your place in your industry, are you taking the proper actions to stay current and involved, or are you simply riding the train until the track ends? “Relevant” is actually a powerful word, isn’t it? One of the things we know is that in this day and age, being relevant means staying current and staying on top of the changes affecting our profession. For instance, I sold industrial supplies in the mid-90s. Back then there was no Internet, and to access the goods and services that they needed, my customers had to buy from me or from a competitive salesperson. I had “significant or demonstrable bearing on the matter at hand” simply by taking customer orders and making sure that their bearings and chains got to them when they needed them. But what about now? I think about myself in that same job, but in today’s environment – and I know that those same customers could just as easily hop on the computer (or smartphone), plug in the part We Saw It In ENX Magazine

numbers that they needed on my company’s online ordering system, and the parts they needed would get there without my help at all. Therefore, my offering to take an order would be neither significant nor demonstrably bearing on their ability to get their parts. So, how could I – again, if I were in that job now – be relevant? I’d have to up my game. Instead of worrying about orders, I’d have to focus on providing benefits to my customers by asking lots of questions to keep my customer knowledge current and then keeping them abreast of technological developments, spotting best practices, and finding other ways that they could run their machines more efficiently. That would also keep me relevant to my company because the result would be happier customers, more referrals, a better reputation, more growth within my customer base, and a better platform to acquire new customers. One of the key battles in today’s quickly changing and Internet driven business environment is just this – to be relevant. If you want to stay relevant, here are five quick steps to doing that.

1. Recognize that what got you here might not get you there. It’s an issue I see all the time – company owners and salespeople are married to ‘the way we’ve always done it,’ even when the ground is eroding around them.

2. Constantly update your knowledge. You should be aware of the resources available to you and your customers, not only through you, but through continued on page 62

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Staying Relevant your competitors. Your customer is constantly updating his knowledge, and if you’re falling behind, he’ll know it before you do.

3. Make good decisions. Not all new technology is good or profitable technology. You have to expose yourself to as many new ideas as possible and then make good decisions about what to implement.

4. Commit to personal and professional growth. This might have been #1. Without a commitment to keep growing, both in terms of numbers and in terms of personal capabilities, you’re basically sticking your fingers in your ears and saying, “La, la, la” to avoid hearing the noise around you.

5. Invest. Staying relevant is costly, both in terms of time and treasure, but falling behind is even more costly. The difference is this: When you stay relevant and invest, you know when, where, and what the costs are. When you fall behind, you don’t even know the bill is being racked up until it’s time to pay. Staying relevant is neither easy nor cheap. In fact, it can get really difficult sometimes because you have to swallow your pride. Unless you do, however, your place in the business world might go away without you knowing it. ✦

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Printer Tech Tip

HP Enterprise LaserJet Series M601, M602 and M603 Series TECH TIP Continuous Lifting message on control panel HP CP3525,Tray CM3530, M551, M575 Issue Description:

ISSUE: The printer will not go to a ready state because there is a messageError on the control panel saying “Tray Lifting,” which will 59.F0

lift to operate. When the seal is not removed, the tray is unable to lift and the control panel message remains “Tray Lifting.”

1: - A new replacement toner cartridge has two packing not go away. materials that need to be removed. The laser entrance cover on DESCRIPTION: Printer boots up to 59.F0 Error and is unable to print. This top of the cartridge and the toner seal on the side. Cause/fix: behavior may be caused by one of the following three condi2: - For a new printer tions: NOTE: A toner cartridge with the toner seal installed is being installed, the 1.theTransfer belt iscause locked and cannot rotate.message on the most likely forupthe “tray lifting” printer arrives with the 2. Sensor SR17 (primary transfer-roller-disengagement) is bad. control panel. toner cartridge already 3. Damaged or broken fuser drive gear. Typically, a grinding or installed in the printer. noiseiswill heard during boot up. clicking If the printer newbe(just being installed) the toner seal However, it has to be can easily be overlooked since the cartridge comes already RECOMMENDED ACTION: removed and the toner installed in the printer. Even when cartridge is removed from the 1.printer, The first to reseat ITB and power-cycle the printer. seal pulled out and the step side is with the sealthe attached may not be in view of the removed from the side customer to see the orange colored toner seal handle. NOTE: If the problem persists, an HP Certified Technician ofthe theITB cartridge. If flag is ✦ broken, damaged, or does not rotate replace should be dispatched for further troubleshooting. NOTE: The toner seal covers the sensor to tell the printer the ITB (CC468-67907). Otherwise, continue with step 3. 2.that Inspect the ITB by taking the ITB completely out of the toner cartridge is properly installed, allowing thethe tray 3. Test Sensor SR17. Perform the Manual Sensor Test. In order printer. Check to see if the flag rotates (callout 1) when the to run this test successfully, make sure the Fuser, ITB, Cyan white knob is turned (callout 2). See the Figure following. This Printer Tech Tip is contributed by Laser Pros (www.laserproscom). Email any questions to marketing@laserpros.com 68 66

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Technical Tips

Xerox WorkCentre® 7525 & 7830 Families—What’s the Difference?

(Welcoming the Newer Models to the 7425 Style) Xerox® WC 7425, 7428 & 7435 styles, 7525, 7535, 7545, & 7556 styles, and 7830, 7835, 7845, & 7855 styles)

hen new models follow older models’ footprints, it’s a huge help. It helps reduce the learning curve to work on a machine that already feels familiar. Of course there are always subtle differences to be found among the newcomers—things worth knowing about which can save you plenty of head scratching time. This month, let’s have a look at the basics of the diagnostics for the newer 7525 and 7830 families in comparison to the first batch of models (74257435) which we had covered in ENX back in the summer and autumn of 2013. First off, let’s talk about the differences between the supplies. The supplies changed significantly from the 74xx family that started this style out. The toner cartridges don’t fit back and forth and in fact there was a change in the formula in the toners that came with the newer models. The drum cartridges look nearly identical and share a lot of the same or very similar parts, but there are actually two important differences—the 7425 version (013R00647) naturally had a different CRUM chip (Customer Replaceable Unit Monitor) compared to the 7525 / 7830 version (013R00662). Second, there is an indexing hole in the front metal plate behind the front cover that has a different diameter when you compare the

two. This causes trouble if you try to install a 7425 in a 7525 or vice versa. The fuser modules look similar at first glance, but are almost nothing alike. The newer models utilize altogether new technology (induction heating). The older 7425 fusers had a traditional rigid heat roll and a film sleeve over a pressure pad. The new models instead of having a familiar heat roll have a heat belt, like a semi-rigid sleeve with a gear glued to the end, and conversely, it has a traditional looking pressure roller. In addition, the document feeders and the cleaning assembly have changed as well, but the second BTR (transfer roller) is the same, as are the paper feed rolls. Now onto something rather fascinating. The fault codes, which were published in ENX in the August 2013 issue, turn out to be very similar codes for the most part in the newer models, EXCEPT that they changed the first digit in every code from a ‘0’ to a ‘3’. For example, in the 7425 a fault code of 092-312 means ATC (Automatic Toner Concentration) Failure for Yellow, and in the newer book the same fault would appear as a 392-312. There was one important fault code I actually could not find in the newer service manual to my surprise. I saw no fault code clearly meaning IBT Belt Home Position Sensor Failure. Usually

that is a fail which locks up a machine, but in the 75xx book, this code either hid extremely well, or simply wasn’t there to be found. Feels like I am missing something.

Now for getting into the Diagnostic Mode (CE Mode) This remains almost the same as it was for the 7425 family. Press and hold the ‘0’ button for 5 seconds, then while you’re still holding ‘0’, press ‘Start’. This will bring up the CE Passcode screen, enter ‘6789’ at the prompt and touch ‘Confirm’. Now on the newer models, that is all there is to it—you’d already be in the right screen—but on the older machines, you’d have to press the ‘Machine Status’ button and then select ‘Tools’. Next you will choose ‘System Settings’. Now in the ‘Group’ column, choose ‘Common Service Settings’ and in the ‘Features’ column, scroll down and choose ‘Maintenance / Diagnostics’. The diagnostic menu has changed for the new models. Here are the tabs which are available on the newer models: Service Info: This is the default tab. Here you’ll find things like Fault History, Serial Number, Product Code, IP address, and CRU / HFSI (consumable counter resets). Diagnostics: This tab has choices that include the Component Control and Test Pattern Prints. Adjustments: Here you will continued on page 70

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Fuser Heat Control problems (310-320, and 310-372): Read below about how to reset NVM value 744-455 back to ‘0’. ATC Sensor failures (392-312 thru 392315): Read about how to reset NVM values (below), and refer to the following chart for which NVM settings to set back to ‘0’.

find many of the diagnostic functions including the NVM Read / Write (memory adjustments), Registration, and Tone-up / Tone-down. Maintenance: This menu includes the Fault History for the machine. Call Closeout: When closing out of diagnostics you can choose to keep the fault history log or clear it. Usually it makes more sense to keep it, as it is a good record of recent faults that were already repaired. When you’re done, to exit diagnostics you can press and hold the ‘0’ key and press ‘Start’ while you’re still holding ‘0’.

Fault Color Code 392-312 392-313 392-314 392-315

Clearing some fault codes (from Diagnostics) Some faults must be cleared from diagnostics before the machine will continue to work for you. For some you will need go into the Adjustments (dC131: NVM Read / Write) and reset one of the values back to ‘0’. Other codes are reset from the dC135 CRU / HFSI screen. Got to love having two acronyms in a row like that (CRU = Customer Replaceable Unit, and HFSI = High Frequency Service Items).

Yellow Magenta Cyan Black

NVM Settings to set to ‘0’ 752-346 & 752-350 752-347 & 752-351 752-348 & 752-352 752-349 & 752-353

How to use NVM Read / Write to clear any of the faults mentioned above: From the Adjustments tab look for ‘NVM Read / Write’. Next enter the ‘Chain / Link’ code mentioned for each fault code above. The “chain” is the first part of the code and the “link” is the second part of the code. For example if you want to go into 752-315, the chain would be 752 and the link would be 315. When you put in an NVM code and then select ‘Confirm / Change’ on the touchscreen, the current value will show up. Enter a ‘0’ in the

We Saw It In ENX Magazine

‘New Value’ column and touch ‘Save’.  For faults 394-417 thru 493-422, these are CRU / HFSI faults, which must be reset from the Service Info tab in diagnostics. Read below about how to reset HFSI counters for the various consumable parts. How to use CRU / HFSI to clear faults 394-417 thru 493-422: From the diagnostic mode’s Service Info tab look for and choose ‘CRU / HFSI Counters’. This screen lists the consumable items and displays Estimated Pages Remaining (or the percentage of service life remaining). Choose the HFSI item’s chain / link you need to reset and select ‘Reset Counter’.

Exiting Diagnostics: When you’re done, to exit diagnostics you can press and hold the ‘0’ key and press ‘Start’ while you’re still holding ‘0’. More work to be done exploring these new guys for sure, but hopefully if you were getting familiar with the 7425 family and you run into one of the newer models, this gets you started off in the right direction. Hope you all have a wonderful summer! ✦

August 2015 | www.enxmag.com

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CBTN350J CBTN350J CBTN360J CBTN360J CBTN450J CBTN450J CBTN580J CBTN580J CBTN650J CBTN650J PTCE255XJND PTCE255XJND PTCE278AJ PTCE278AJ PTCE285AJ PTCE285AJ PTCE390AJ PTCE390AJ PTCE505AJND PTCE505AJND PTCE505XJND PTCE505XJND PTCB435AJ PTCB435AJ PTCB436AJ PTCB436AJ PTCC364XJ PTCC364XJ PTC4096AJ PTC4096AJ PTQ2612AJ PTQ2612AJ PTQ5942AJ PTQ5942AJ PTQ383942XJ PTQ383942XJ

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%% Cost 1 1toto9 9Cost Increase Increase 100% $21.00 100% $21.00 100% $22.00 100% $22.00 92% $16.00 92% $16.00 71% $25.00 71% $25.00 50% $24.00 50% $24.00 20% $47.00 20% $47.00 43% $21.00 43% $21.00 88% $21.00 88% $21.00 80% $54.00 80% $54.00 52% $26.00 52% $26.00 23% $29.00 23% $29.00 100% $20.00 100% $20.00 50% $20.00 50% $20.00 46% $57.00 46% $57.00 50% $28.00 50% $28.00 100% $19.00 100% $19.00 25% $49.00 25% $49.00 40% $57.00 40% $57.00

10+ 10+ Mixed Mixed $19.95 $19.95 $20.90 $20.90 $15.20 $15.20 $23.75 $23.75 $22.80 $22.80 $44.65 $44.65 $19.95 $19.95 $19.95 $19.95 $51.30 $51.30 $24.70 $24.70 $27.55 $27.55 $19.00 $19.00 $19.00 $19.00 $54.15 $54.15 $26.60 $26.60 $18.05 $18.05 $46.55 $46.55 $54.15 $54.15

CostPer Per Cost Page Page $0.0040 $0.0040 $0.0040 $0.0040 $0.0030 $0.0030 $0.0020 $0.0020 $0.0019 $0.0019 $0.0030 $0.0030 $0.0067 $0.0067 $0.0067 $0.0067 $0.0029 $0.0029 $0.0071 $0.0071 $0.0034 $0.0034 $0.0063 $0.0063 $0.0063 $0.0063 $0.0015 $0.0015 $0.0035 $0.0035 $0.0045 $0.0045 $0.0031 $0.0031 $0.0019 $0.0019

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