FEBRUARY 2019
VOLUME 26 NO. 2
Connecting People, Ideas and Products in the Document Technology Industry since 1994
BREAKING THE MARKET WIDE OPEN: KONICA MINOLTA’S LATEST WIDE-FORMAT PRINTER SETS A NEW STANDARD
DATA BREACHES: AN EQUAL OPPORTUNITY THREAT SMBS NOT IMMUNE FROM THE SCOURGE OF MALICIOUS ACTIVITY, RANSOMWARE ATTACKS
engage ‘n exchange
No Pyramid Scheme:
Bevy of IT Security Tools Enable Dealers to Protect Customer Castles
MAGIC OF TRUE MPS, ENHANCED RESOURCES THROUGH M&A SETS STAGE FOR NEWLY-CHRISTENED ONNYX
USING SOCIAL MEDIA TO GROW AND STRENGTHEN YOUR BUSINESS
From left, Paul Tamburrino Jr., Gina Selvey and Steve Tamburrino
ENX Magazine
PO Box 2240 Suite 729 Toluca Lake, CA 91610-0240 USA
tel: 818-505-0022 fax: 818-505-9972 email: enx@pacbell.net www.enxmag.com
HELP US CONSERVE NATURAL RESOURCES
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With fewer parts for less maintenance1 and predictive service that keeps your business up and running, HP A3 MFPs are an upgrade from traditional copiers.
Š Copyright 2018 HP Development Company, L.P. The information contained herein is subject to change without notice. 1Fewer service parts claim based on HP analysis of leading in-class A3 color laser printers and MFPs as of February 2018; calculations use publicly available and/or published manufacturer rated yields for long-life consumables and assume 600,000 pages printed (using a 60% black/40% color ration). Learn more at hp.com/go/pagewideclaims.
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According to the Harvard Business Review, about 70% of all change initiatives fail. BEI Services wants to help change that. New Process Launch BEI Services is launching a new project task
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service organization for the project • Establish accountability for project success • Measure, record, and track improvement for long-term HR personnel management • Train, empower, and develop employees
BEI Services, Inc. | www.beiservices.com | sales@beiservices.com | 307.587.8446
WE’RE GROWING AND HIRING NATIONWIDE FOR THE FOLLOWING POSITIONS SALES Professionals
SERVICE Professionals
• A B Dick Office Solutions, MI • A-COPI Office Solutions, ME • American Copy Service Center, CT • Axion Business Technologies, RI, MA • AXSA Imaging Solutions, Inc. FL, GA • Benchmark Business Solutions, TX & NM • Brady Business Systems, MI • Business Technology Partners, FL • Commonwealth Technology, Inc., KY, IN • Copeco, Inc., OH • Copier Source, Inc. d/b/a Image Source, CA
IT Professionals
• Counsel Technology, IA • Dunn’s Business Solutions, MI • FastForward Digital Solutions, FL • Graphic Enterprises Office Solutions, OH • Graphic Enterprises, OH • Janco Office Systems, CT • Kenmark Office Systems • MCM Business Systems, WV • Mercury Document Imaging Co., Inc • Midwest Automation, NE • N2N Technologies Inc. IN
FINANCE Professionals
• Netwise Resources, Inc., IN • Office Systems, VT • Premier Business Products, MI • Technocom • TLC Office Systems, TX • United Business Machines, NH • WBS Technologies, FL • XMC, Inc. TN, AL, GA, AR, MS • Zymphony, FL
Contact us at CorporateRecruiting@visualedge.com and Find out How You can be a part of Growing Family of Visual Edge Technology!
FEBRUARY 2019
VOLUME 26 NO. 2
Connecting People, Ideas and Products in the Document Technology Industry since 1994
BREAKING THE MARKET WIDE OPEN: KONICA MINOLTA’S LATEST WIDE-FORMAT PRINTER SETS A NEW STANDARD
DATA BREACHES: AN EQUAL OPPORTUNITY THREAT SMBS NOT IMMUNE FROM THE SCOURGE OF MALICIOUS ACTIVITY, RANSOMWARE ATTACKS USING SOCIAL MEDIA TO GROW AND STRENGTHEN YOUR BUSINESS
engage ‘n exchange
No Pyramid Scheme:
Bevy of IT Security Tools Enable Dealers to Protect Customer Castles
MAGIC OF TRUE MPS, ENHANCED RESOURCES THROUGH M&A SETS STAGE FOR NEWLY-CHRISTENED ONNYX From left, Paul Tamburrino Jr., Gina Selvey and Steve Tamburrino
In This Issue
22
DEALER SPOTLIGHT
Magic of True MPS, Enhanced Resources through M&A Sets Stage for NewlyChristened ONNYX By Erik Cagle
16 STATE OF THE INDUSTRY
No Pyramid Scheme: Bevy of IT Security Tools Enable Dealers to Protect Customer Castles By Erik Cagle
28 CHANNEL INSIGHT
Breaking the Market Wide Open: Konica Minolta’s Latest Wide-Format Printer Sets a New Standard By Erik Cagle
28
34 SECURITY FOR SMBS
Data Breaches: An Equal Opportunity Threat By Grad Rosenbaum
38 DATA SECURITY ROUNDTABLE
SMBs Not Immune From the Scourge of Malicious Activity, Ransomware Attacks By Erik Cagle
46 GROWING YOUR BUSINESS
The Importance of Business Process Automation: 3 Key Elements for Success
34
By Lauren Ford
48 INDUSTRY EVENT
Five Reasons Why You Should Attend ITEX 2019
50 SERVICE MANAGEMENT
Using Social Media to Grow and Strengthen Your Business By Ken Edmonds
52 DISPLAY ADVERTISERS INDEX
48 6
•
www.enxmag.com | February 2019
We Saw It In ENX Magazine
Contributors
Staff
KEN EDMONDS served at Sharp Electronics and then at Konica Minolta Business Solutions as a problem solver in both technical and service management issues for nearly 16 years. He retired from Konica Minolta as a District Service Manager in 2018. He has over 40 years of experience in the imaging business, having owned a successful dealership and served as service manager for multiple dealerships. He is currently consulting with dealers on strategies to improve profitability. View his blogs at www.kedmonds.biz and/or email at ken@kedmonds.biz.
Susan Neimes Publisher & Managing Editor
LAUREN FORD As Marketing Communications Manager, Lauren Ford is the dynamic voice behind Square 9 Softworks. Delivering highly effective messaging across reseller channels, end user communities, and outside agencies, Ford develops, drives and executes communication plans that effectively support Square 9’s overall marketing goals and objectives. To learn more visit http://www.square-9.com.
Erik Cagle
GRAD ROSENBAUM is the Vice President and General Manager of the Americas Solutions Business at HP. He is responsible for the go-to-market strategy, P&L, delivery execution and overall financial performance of the Americas print and personal systems services businesses. This includes the sale and delivery of managed print services, printing and workflow solutions, and personal systems services for HP’s consumer, corporate, enterprise and public-sector segments. In addition, Grad is responsible for HP’s System Integrator Alliances program for the Americas Region. Through his 30-year tenure at HP, he has held a number of executive leadership roles, and he has been instrumental in the creation, development and expansion of the global managed services business. Prior to his current role, Grad successfully led the Americas Print Services Business, U.S. Print Sales, and the Americas Signage Business.
Editorial Director
Ronelle Ingram Contributing Editor
NOMINATE YOUR CANDIDATE FOR DOCUMENT TECHNOLOGY INDUSTRY
DIFFERENCE MAKERS
2019
Christina Kim Editor
engage ‘n exchange
Who are the Individuals Making the Key Contributions to the Industry or to Your Organization? Tell us Why and How They’re Making a Difference.
e ‘n exchange
engage ‘n ex engage ‘n exchange
magazine
engage ‘n exchange
NOMINATION DEADLINE: MARCH 15, 2019
Corporate Office
Note: Anyone featured as a 2018 Difference Maker is not eligible for inclusion this year.
Submit your nomination at www.enxmag.com or email to: susan@enxmag.com engage ‘n exchange
engage ‘n exchange
hange • 8
www.enxmag.com | February 2019
La Revista del Distribuidor Dealer Source
Susan Neimes - susan@enxmag.com Erik Cagle - erik@enxmag.com 10153 1/2 Riverside Drive, Suite 729 Toluca Lake, CA 91602 tel. 818-505-0022 • fax. 818-505-9972
BRIEF PROFILES OF THOSE SELECTED WILL BE FEATURED IN THE MAY ISSUE OF ENX MAGAZINE.
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México & Latin America
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ENX Magazine is published monthly by Affinity Business Communications, Inc. Any inquiries should be sent to: enx@pacbell.net or mailed to the corporate office. Copyright ©2019 by ENX Magazine printed in the U.S.A. All reproduction in whole or part is prohibited without written permission. Cover photo from depositphotos.com
We Saw It In ENX Magazine
Since 1985
Your Prime Source T EL: 800. 729. 8320
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NEW YEAR SALE! ALL PROMOS VALID TILL 1/31/19 OR WHILE SUPPLIES LAST!
AUTHORIZED DISTRIBUTOR
M2040DN M2540DW
M2635DW M2640IDW
B&W Copy, Print, Color Scan, w/ Network, Duplex, Fax (Opt on M2040dn)
B&W Copy, Print, Color Scan, with Network, Duplex, Fax
• 42 ppm (M2040DN) • 37 ppm (M2540DW) • 350-Sheet Paper Capacity • 50-Sheet DSDP
• 37ppm (M2635DW) • 42ppm (M2640IDW) • 512MB Memory
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206 $210
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Color Copy, Print, Scan w/ Network, Duplex, Fax (Opt)
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• 22 pages per minute (BW/Color) (5521CDW) • 27ppm (BW/Color) (5526CDW)
• 22ppm (BW/Clr) (P5021CDW) • 27ppm (BW/Clr) (P5026CDW) • 512MB Memory • 250-Sheet Paper Drawer • 50 Sheet MPT
l Specia ! e l Sa M5521CDW
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• 600 x 600 dpi Resolution • 30 Secs or Less (Warm Up Time) • 600 Sheets Std. Capacity • 1.5GB Memory
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M8124cidn M3145IDN Copy, Print, M8130cidn B&W Color Scan with
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850 $1270
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• 62 pages per minute • 75-Sheet Document Processor
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$
280
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M6235CIDN M6630CIDN M6635CIDN B&W Copy, Print, Scan w/ Duplex & Network, Fax (M6630/6635CIDN only)
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P2040DW B&W Printer with Network and Duplex • 42 pages per minute • 250-Sheet Drawer, 100-Sheet MPT
60
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400
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• Up to 37ppm (BW/Color) • 250 Sheets, 100-Sheet MPT
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Touch Panel
B&W Copy, Print, Color Scan with Network, Duplex, Fax
2050
$
B&W Copy, Print, Scan with Printer Network, Fax (Option)
600
7” LED
Rebate
CS-3212i
$
CS-307ci
230
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B&W Copy, Print, Color Scan with Network, Duplex, Fax
1950
$
Color Copy, Print, Scan with Network, Duplex, Fax (Option)
l 1750 Spelec!ia Sa
Touch Panel
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7” LED
1000
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CS-2552ci
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CS-356ci/406ci only
COPY PRINT SCAN FAX*
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(PKG 1)
Color Copy, Print, Scan with Network, Fax (Option)
$
$
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FS-C8525MFP
DP-7100
AirPrint
M8130CIDN
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Color MFP Systems
Network, Duplex
• 47 pages per minute • 600-Sheet Capacity
1250 $1550 Rebate
M3645IDN
B&W Copy, Print, Color Scan with Network, Duplex • 47 pages per minute • 600-Sheet Capacity
l Specia Sale!
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l $ Specia 50 Sale! Rebate
All supplies & Parts available for prompt delivery! ENX Magazine | www.enxmag.com
All prices, rebates, and availability are subject to change without notice. Please call us to confirm.
Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.
Copiers • Printers • MFPs • Faxes • Scanners E m a i l : i n fo @ n u w o r ld in c.co m
O r der O nl i ne! w w w. n u w o rl d i n c. co m
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Copiers, Faxes, MFPs, Printers, Scanners
FAX-275
MFC-J485DWRFD
Personal Fax Machine
Color InkJet AIO MFP
$89
$49
FAX-2840
COPYBOARDS N-32 Series Network Electronic Copyboards
EMAIL D! ENABLE
• Up to 4 x 61.6” Diagonal Panels
BIG SALE!
High Speed Laser Fax | 33.6Kbps Super G3.........................
Same Day Shipping
WRITE, PRINT, SAVE, & NOW EMAIL!
BIG
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Capture Boards
M-17W
PPF-4750e
BIG SALE!
• Up to 2 x 78.5” Diagonal Panels
• Up to 2 x 78.5” Diagonal Panel
MFC-8220
BIG SALE!
B&W Laser All-In-One | 21ppm | 32MB Memory.................
BIG
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BIG SALE! MP-301SPF 31ppm B&W MFP
B&W All-In-One | 32ppm | Duplex | Wireless Network........
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MFC-L8900CDW
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B&W Laser Printer | 42ppm | Duplex | Wireless Network...
33ppm Color MFP • Duplex • Wireless Network...................
40ppm B&W Duplex, Network Ready Printer
BIG
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MX-M3050 MX-M3550
• 30 pages per minute (M3050) • 35 pages per minute (M3550) • 550-Sheet Paper Trays
MX-2630N MX-3050V
LJ M130FW...............$50 REBATE CLJ M254DW..............$50 REBATE
LJ M180NW...............$50 REBATE CLJ M477FDW.........$200 REBATE
150
DR-C240
60ppm Color Scanner for PC & MAC
899
REBATE AFTER REBATE
899
$
INCREDIBLE
DEAL!
LJ M203DW..............$40 REBATE CLJ M477FDN..........$200 REBATE
PRINTERS & MFPS
30ppm B&W/ Grayscale/ Color (Simplex)
65ppm / 130ipm (Up to 300 dpi Color/Binary) Scanner
875
$
B2546dw
B2650dw
MB2546adwe
$125 REBATE MB2650adwe
$180 REBATE C2325dw
$210 REBATE MC2535adwe
$420 REBATE
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46ppm BW Laser Printer
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WIDE FORMAT PRINTERS ALL REBATES ARE VALID TILL DECEMBER 31, 2019
IPF TX-3000 IPF PRO4000/MFP IPF PRO4000S/MFP IPF TX-3000/MFP
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24-inch Large Format Printers 36-inch Large Format Printers
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$
1126 $800 Rebate
CT-S310II
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Image shown: CT-S310II
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• 80-100-130 sheets per minute • 600 x 600 dpi Scan Resolution • 1,000-Sheet Tray
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$
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SD375
MX-C300W MX-C301W
• 25/25 pages per minute (BW/Color)
LJ M227FDW............$60 REBATE CLJ M477FNW.........$160 REBATE
Digital Duplicators
BUY
MX-C250 $
DR-C225
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LJ M227FDN.............$40 REBATE CLJ M452DN/DW........$130/$130R
ALL REBATES ARE VALID TILL JANUARY 31, 2019!
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LJ M130FN................$50 REBATE LJ M281FDW..............$80 REBATE
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• 26ppm BW/Color (2630N) • 30ppm BW/Color (3050V) • 2 x 500-Sheet Paper Drawers (2630N), • 550-Sheet Paper Drawer (3050V)
65ppm B&W Duplex, Network Ready Printer
INSTANT REBATE PROMOTIONS
DOCUMENT SCANNERS
PLEASE CALL FOR REBATE INFORMATION!
55ppm B&W Duplex, Network Ready Printer
LJ M102W.................$20 REBATE LJ M501DN...............$150 REBATE
BIG SALE!
32ppm Color Printer • Duplex • Network..............................
LASERJET M607DN LASERJET M608X
BIG
HL-L8350CDW
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HL-L5100DN
BIG
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MP 501SPF..$200 REBATE SP 5310DN....$150 REBATE SP 3610SF.....$50 REBATE SP262SFNW....$50 REBATE SP 4510DN.....$40 REBATE SP C440DN....$100 REBATE SP 4510SF....$100 REBATE SP C261SFNW..$75 REBATE SP 5300DN....$100 REBATE Valid till January 31, 2019
33ppm Color MFP • Duplex • Wireless Network...................
BIG
BIG
MFC-J5720DW
55ppm B&W Network-Ready Printer
SALE!
SALE!
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Color InkJet AIO | 35/27ppm (BW/Color)...........................
BIG
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40ppm B&W Duplex, Network-Ready Printer
SALE!
Electronic Copyboard
SALE!
MFC-9330CDW
Color Digital MFC | 23ppm | Duplex | W-Network...............
LASERJET M402N
CAPTURE PROJECTED IMAGES & YOUR NOTES!
M-18 Series
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ALL REBATES ARE VALID WHILE SUPPLIES LAST!
• Up to 2 x 78.5” Diagonal Panels
BIG SALE!
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C-20 Series
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High Speed Laser Fax | 33.6Kbps Super G3......................
MONOCHROME & COLOR
BIG
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$ 1300 $700 $1000 865 Rebate Rebate Rebate Rebate
$
Rebate
(IPF PRO4000) (PRO4000SMFP)
(TX-3000)
(TX-3000MFP)
(TM-305)
(TM-305MFP)
IPF680/685 24-INCH LARGE FORMAT PRINTERS...............$360/$400R IPF770/780/785 36-INCH LARGE FORMAT PRINTERS.....up to $1100R IPF PRO2000/MFP 24-INCH LF PRINTERS.........$400/$600 REBATE IPF PRO6000S 60-INCH LARGE FORMAT PRINTER.......$1300 REBATE IPF TX-4000/MFP 44-INCH LARGE FORMAT PRINTERS...up to 1375R IPF TM-200/300/MFP 24/36-INCH LF PRINTERS..........up to $900 R
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 | February 2019
Since 1985
Your Prime Source T EL: 800. 729. 8320
FAX: 800. 829. 0292
REBATE PROMOS ALL INSTANT REBATE PROMOS ARE VALID THROUGH MARCH 31, 2019 TO CANON PREMIER PARTNERS OR WHILE SUPPLIES LAST!
D1520 D1550
MF236N MF247DW MF249DW
Digital Copy, Print, Fax, Scan MFPs with Duplex & Network
Color Copy, Print, Fax, Scan MFPs with Duplex & Network • 24ppm (MF236N) • 28ppm (MF247DW, MF249DW) • Duplex, Wireless Network (MF247DW, MF249DW)
$
80
85
$
REBATE
REBATE
MF236N
MF249DW
LBP162DW LBP214DW
LBP6030W LBP6230DW
with Duplex, W-Network
with Duplex, W-Network
• 30ppm (LBP162DW) • 40ppm (LBP214DW) • 250-Sheet Paper Cassette
• 19ppm (LBP6030W) • 26ppm (LBP6230DW) • PRINT • 2400 x 600 dpi Res.
70 $100
$
REBATE
REBATE
LBP162DW LBP214DW
MF424DW MF426DW
w/ Duplex, W-Network • 40 pages per minute • 350-Sheet Paper Capacity • 33.6 Kbps Fax Super G3 • Post Script 3 (MF426DW)
115
$
REBATE
MF426DW
MF264DW MF267DW MF269DW
60
$
REBATE
$
55
REBATE
LBP6030W LBP6230DW
LBP312DN
B&W Laser Duplex Printer w/ Wireless Network • 45 pages per minute • 550-Sheet Cassette + 100-Sheet MPT
• Up to 35 pages per minute • 256MB Memory • 500 Sheets + 50-Sheet MPT • Duplex Versatility • 33.6 Kbps Fax Super G3 (D1550)
3P
Exclusive!
95
REBATE
180 $200
$
REBATE
REBATE
D1520
D1550
• 19ppm (BW/Color) (MF419DW) • 28ppm (BW/Color) (MF515DW)
• 26ppm Color/BW (MF810Cdn) • 36ppm Color/BW (MF820Cdn) • 550 Sheets + 1-Sheet MPT • Duplex Versatility
3P
Exclusive!
(MF820CDN)
375 200 $REBATE
REBATE 810CDN
820CDN
MF733CDW MF735CDW
Exclusive!
(MF735CDW)
180 90
$
REBATE
• PRINT • COPY • SCAN • FAX
125 $175
$
60
75
$
REBATE MF269DW
FAXPHONE L100 FAXPHONE L190 Laser Fax-Based MFPs with Duplex (L190 only) • 33.6 Kbps Super G3 Fax Modem • 19ppm Print (L100) • 26ppm Print (L190)
70
$
$
75
REBATE
REBATE
REBATE
REBATE
634CDW
731CDW
L100
L190
LBP351DN LBP352DN
LBP654CDW LBP712CDN
• 58ppm (LBP351DN) • 65ppm (LBP352DN) • 1GB Memory
• 28ppm (BW/Color) (654CDW) • 40ppm (BW/Color) (712CDN)
B&W Laser Duplex Printers Color Laser Duplex Printers with Wireless Network with Wireless Network
Color Copy, Print, Fax, Scan MFPs with Duplex & Network
3P
55
with Duplex, W-Network
Color Digital Copy, Print, Fax, Scan MFPs with Duplex & Network
$
• 30ppm • 50-Sheet DADF • 250 Sheets, (MF269DW) 1-Sheet MPT • 35-Sheet $ $ Simplex ADF (MF264DW, REBATE REBATE MF267DW) MF264DW MF267DW
MF634CDW MF731CDW
MF810CDN MF820CDN
• 28ppm (BW/Color) • 1GB Memory (Shared) • 33.6 Kbps Super G3 Fax
$
B&W Copy, Print, Fax, Scan, Duplex, Wireless Network
$
REBATE
MF733CDW MF735CDW
3P
3P
Exclusive!
Exclusive!
130 $155
$
REBATE
REBATE
LBP351DN LBP352DN
70
$
$
60
REBATE
REBATE
654CDW
712CDN
All supplies & Parts available for prompt delivery! ENX Magazine | www.enxmag.com
All prices, rebates, and availability are subject to change without notice. Please call us to confirm.
Nuworld is not responsible for typographical errors or inaccurate specifications. Registered trademarks are properties of their respective owners.
Copiers • Printers • MFPs • Faxes • Scanners E m a i l : i n fo @ n u w o r ld in c.co m
O r der O nl i ne! w w w. n u w o rl d i n c. co m
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MFPS & PRINTERS ALL INSTANT REBATE PROMOS ARE VALID THROUGH JANUARY 26, 2019 OR WHILE SUPPLIES LAST!
CLX-8640ND
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SCX-5935NX SSpaelec!ial SL-M4560FX
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B&W Copy, Print, Color Scan, Fax, Network
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• 35 pages per minute • 500 Sheets $ Input, 50 AFTER Sheets $ MPT
$300 REBATE
SL-C1860FW SL-C2670FW
Color Duplex, Copy, Print, Scan, Fax, Wireless Network • Up to 27/27ppm (BW/Color)
SL-C2670FW
$100 REBATE
SL-M3370FD
B&W Duplex, Copy, Print, Color Scan, Fax, Network • 35 pages per minute • 250-Sheet Input Capacity • 50-Sheet ADF • 33.6 Kbps Fax
BIG SALE! SL-M4583FX
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$200 REBATE
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Erik Cagle
State of the Industry
No Pyramid Scheme: Bevy of IT Security Tools Enable Dealers to Protect Customer Castles
I
t was in 1943 that psychologist Abraham Maslow first put forth his hierarchy-of-needs pyramid detailing the requirements individuals must satisfy, starting with the most basics tools for survival, all the way up to self-actualization. Maslow argues that as each of these needs are satisfied, the subsequent, higher level in the emotional hierarchy dominates our conscious functioning. In other words, we need to check off each item along the way—having love leads to esteem, which creates the path toward self-actualization—before we can reach our full potential. Just above the basic needs (food, water) at the base of Maslow’s pyramid are safety and security. While Maslow was considering people, it might well be said that it has an application for business. Beyond having the mere tools that enable a business to function—customers, a product or service, employees, a physical (or virtual) work environment—an entity must have safety and security in order to function on a daily basis and continue its path toward actualization. (I’ll leave the balance of Maslow’s business pyramid to individuals far more intelligent than yours truly.)
THERE ARE A LOT OF IT COMPANIES OUT THERE THAT CALL THEMSELVES MANAGED SECURITY PROVIDERS, BUT IF THEY’RE NOT AUDITED BY AN OUTSIDE FIRM AND CERTIFIED IN WHAT THEY’RE DOING, HOW DOES A CUSTOMER KNOW WHAT THEY’RE REALLY GETTING? Peter Kujawa, Locknet/EO Johnson Dealers can play a key IT-security role to ensure their clients are operating at an optimal level and utilizing the most modern tools for defending against would-be cyber criminals. Peter Kujawa—president of Locknet, the managed IT division of EO Johnson in Wausau, WI—offers a metaphor for optimal defense that significantly predates Abe Maslow.
Going Medieval
Imagine a medieval fort, encircled by a moat, built with reinforced walls and a fortified drawbridge. Atop the perimeter, there are archers at the ready 16
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and people dumping hot tar on attackers. No single safeguard among these measures can guarantee safety for the fort—and a determined attacker may ultimately be successful, regardless. But with all of the measures properly functioning in conjunction, it provides maximum deterrent. “Our job is to make sure we know the latest-andgreatest security tools, so that were building the best wall for clients, providing them the best archers, digging the deepest moats,” Kujawa said. “That’s a constant learning challenge. and that’s the value of having a dedicated security team entirely focused on security issues. They tend to stay abreast of the latest threats and latest ways to keep clients safe.” Locknet is a full managed security service provider (MSSP) that addresses security needs of more than 600 clients in 18 states, primarily within Minnesota, Wisconsin and Iowa. Roughly half of the client base consists of community banks and credit unions. Regulated businesses, such as health care, not-for-profits, large automotive dealerships and law offices, account for the second-biggest percentage of the client pie. Part of what EO Johnson offers through Locknet is an annual SOC2, Type 2 audit conducted by an outside accounting firm that audits Locknet’s business practices to ensure it is being compliant for customers. “There are a lot of IT companies out there that call themselves managed security providers, but if they’re not audited by an outside firm and certified in what they’re doing, how does a customer know what they’re really getting? And how secure is the provider’s data? We need to be able to demonstrate our house is in order when it comes to security, then we need to provide documentation to prospective clients in terms of what we’re going to do for them.” Locknet has seven dedicated, full-time security engineers to handle security issues. Its MSSP offering includes managed perimeter security through the Fortinet infrastructure, with Locknet deploying, configuring, managing and monitoring all of the firewalls for its clients. In the event a client firewall goes offline or has a significant event, Locknet is alerted and can mobilize to take action. In addition to providing full managed wireless capabilities, the company offers vulnerability-management services for clients to assist them in monitoring and remediating any vulnerabilities on their network.
We Saw It In ENX Magazine
continued on page 18
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No Pyramid Scheme: Bevy of IT Security Tools Enable Dealers to Protect Customer Castles Repeat Offenders
One of the reasons why malicious actors are successful in breaching victims is the unfortunate truth that, at virtually every customer office, there is someone (and sometimes more than one) who will click on everything sent to them. It can be an email attachment for a free coffee at Starbucks or an unexpected invoice—anything that might entice the recipient to click. Which is why education is perhaps the biggest tool in the dealer’s arsenal. At Atlantic, Tomorrow’s Office of New York City, the dealer has crafted a three-pillar offering that is the foundation of its managed security suite, according to Bill McLaughlin, chief technology officer. The first component is user-based training, utilizing the KnowBe4 suite. This allows the dealer to phish the client’s user base like a phantom attacker, see which employees take the bait, then work with the offending parties. Employees are provided with an educational video, which they must test out of to pass. The dealer also conducts “phishing expeditions” on an ongoing basis. When a user clicks on the faux attack, a video pops up that tells the user what they did wrong, and what they should look for in suspicious email correspondence.
ONE OF THE REASONS USER TRAINING IS A KEY PILLAR IS BECAUSE 91 PERCENT OF THE INFECTIONS MOST ORGANIZATIONS GET ARE THROUGH THE USERS. Bill McLaughlin, Atlantic Tomorrow’s Office
“One of the reasons user training is a key pillar is because 91 percent of the infections most organizations get are through the users,” McLaughlin said. “So by educating the user, it helps to mitigate your risks from them doing something that will cause some sort of infection. I like to call it creating human firewalls.” Another aspect of the first pillar is multi-factor authentication (MFA). Consumers sometimes experience this in online banking, where the person logs in, then is sent a four- or fivedigit PIN code before being able to access the account. Atlantic, Tomorrow’s Office recommends end users employ it on their infrastructure. “Clearly, the firewall is extremely important, so we must ensure we’re putting in managed firewalls with a Trojan detection system,” McLaughlin noted. “The operating system is a little more advanced. It has the ability to see and understand more of the threats that are out there today, as opposed to some of the legacy switches.” Restricting access to websites that are fertile ground for infections/hackers is another safeguard for the network. The primary landmine sites include those related to alcohol, tobacco and firearms (ATF); real estate; shopping domains and, quite predictably, pornography haunts. Also, the dealer recommends users only access their personal website accounts through their 18
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personal mobile devices that are on an independent network (Verizon, AT&T). The second pillar is security information management (SIM), or security information event management (SIEM). McLaughlin equates it to adding the ADT security system onto one’s network. While it won’t prevent hackers from trying to break into the network, it will notify the user if there has been a breach, along with where it occurred. Less time is spent on root cause analysis, providing more time for issue resolution. Citing research figures, McLaughlin notes that for an unprotected network, the average number of days that pass before a breach is detected by a company is 191—six full months that allow ransomware or a virus to wreak havoc before the actual attack becomes apparent. And for these unprotected environments, the average time to purge, clean and restore the environment to its previous standing is 66 days. That can be a death sentence for an ill-prepared SMB. It is not surprising that ransomware was a $5 billion business in 2017. The third pillar is a sound backup and disaster recovery (BDR) solution. Atlantic, Tomorrow’s Office relies on Datto. The Datto box on the user’s operating system has intrusion detection, which allows the dealer to see where the infection is in order to remove it and restore the environment. It’s critical to ensure that the virus is not being reintroduced to the user’s environment during the restoration process, and that the client can be back at normal status without having to pay a ransom to get their data unlocked.
Summit Success
One of the dealer network’s biggest proponents of IT security awareness is Impact Networking of Lake Forest, IL. Last summer, Impact held its inaugural Impact Optimize summit, an annual business conference that focused on IT and business security in 2018. Held at Impact Field, the event included speakers from IronNet Cybersecurity, Datto, DocuWare and other experts in the security discipline. “Attendance was great, and the event was well-received,” noted Jeff Leder, director of managed IT security services for Impact. “(Optimize) gave us the opportunity to have conversations with people about where they’re at with security posture, their concerns and to think about the risks their organizations face.” Impact reviews client-security posture across seven high-level categories, as well as 18 subcategories. At the upper level, these categories fall under assessment (aspects of the environ-
(OPTIMIZE) GAVE US THE OPPORTUNITY TO HAVE CONVERSATIONS WITH PEOPLE ABOUT WHERE THEY’RE AT WITH SECURITY POSTURE, THEIR CONCERNS AND TO THINK ABOUT THE RISKS THEIR ORGANIZATIONS FACE. Jeff Leder, Impact Networking continued on page 20 We Saw It In ENX Magazine
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No Pyramid Scheme: Bevy of IT Security Tools Enable Dealers to Protect Customer Castles ment, vendors, third parties, tools already in place), perimeter defense (endpoint protection, exchange of data and data loss protection), authentication, monitoring and services (compliance requirements). Monitoring is one of the more critical elements, according to Leder, as prospective client organizations have far too many blind spots. “Many companies are doing the basics and they have that baseline security implementation through their standard IT support and practices,” he said. “We’re attaching additional insight into the environment in terms of how users are interacting with their systems, how it’s stored, and how packets are flowing. Being able to reference that information and make the correct decisions about security incidents or potential faults is definitely important.” Each of the categories have corresponding preferred solutions, some of which address needs across multiple categories. Among the tools Impact relies on are Cisco Umbrella for DNS protection, Cisco Meraki MX UTM devices with advanced security licensing for perimeter defense, Cylance for NGAV (next-generation antivirus), and Arctic Wolf for NDR/SIEM/VM. Perhaps the space that is most vulnerable is the SMB set, where companies operate under the impression that they are too small of a catch for cybercriminals to focus on, which is a broad misconception. Or they feel outmanned in their quest to have enterprise-level security. “A lot of organizations, especially in SMB space, know they can do more and they’d like to do more, but they find that perhaps they don’t have the time or the resources in order to actually do anything about it,” Leder notes.
Enterprise-Level Protection
AIS of Las Vegas takes a comprehensive approach to security that starts “behind the scenes” on the network by managing work stations, firewalls, access points, devices, applications and servers, according to Monique Phalen, director of technology. Perhaps the key value proposition to AIS’ offering is working with partners that bring the enterprise-level protection to the SMB level of client. The dealer offers Bitdefender antivirus (which does 11 billion security clearings per day), Fortinet for unified threat management (which protects against external threats and internal network utilization), Solar Winds for remote management and end-point protection, and Datto on the BDR end. “They all have the bragging rights when it comes to security, and they feel that they set the standard in threat protection,” Phalen remarked. “All these partners have made a concerted
HAVING THIS TIERED, MULTILAYER, RISK-BASED APPROACH PROVIDES STRONG MONITORING AND DETECTION CONTROLS FOR OUR CLIENT’S SECURITY. Derick Tallman, Access Systems
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THE LEADERS OF THE PACK IN THE SECURITY SECTOR THAT OFFER ENTERPRISE-LEVEL PROTECTION HAVE ALL TAKEN A STEP TOWARD THE SMB CONSUMER, WHO NOW CAN GET THAT LEVEL OF PROTECTION WHEN LOOKING AT MANAGED IT SERVICE. Monique Phalen, AIS of Las Vegas
effort to offer enterprise-level protection, which usually comes at a premium from an investment standpoint. The leaders of the pack in the security sector that offer enterprise-level protection have all taken a step toward the SMB consumer, who now can get that level of protection when looking at managed IT service.” The biggest evolution in recent years for AIS is the focus on end-user training and awareness. Two of the three biggest threats emanate internally, through employee click/open errors or malice. With the continued onslaught of ransomware and cryptolocker threats, conditioning employees on the proper way to conduct business communications has been the key to mitigating risks. Beyond education, AIS offers virtual CIO services to its clients, and on a quarterly basis, they will review any incidents along with security logs that can educate the business owner on the origination of threats—internally/externally or both. AIS also employs simulated phishing attacks leveraging their Webroot relationship to ferret out click-happy workers. In addition, AIS provides employee security certifications for a variety of industries, so the clients can feel like there is some light at the end of the threat-protection tunnel. Access Systems of Waukee, IA, employs a risk-based approach, using both software and IT-dependent manual processes to help protect the integrity, confidentiality and availability of client systems, notes Derick Tallman, IT security and operations manager. This approach puts in place security products such as antivirus and anti-malware, spam filtering, active directory privileged access monitoring and strong patchmanagement, including third-party patch management, multifactor authentication and vulnerability scans. It pairs the security products with reviews to focus on the security of systems. “These reviews look at access to systems in place, password controls, remote access and other critical functions that the business has,” Tallman said. “Having this tiered, multi-layer, riskbased approach provides strong monitoring and detection controls for our client’s security.” One of the biggest changes for Access Systems was moving from traditional antivirus and operating system patching to full system scans, as well as providing end-user education, third-party patch management and security-controls reviews. “We are checking for persistent threats, which may exist on a network and get past antivirus,” he added. “We’re assisting customers with logical access reviews, reviewing user accounts on the system and ensuring they are appropriate, as well as password, lockout, logging and monitoring settings. We also focus on edWe Saw It In ENX Magazine
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Last Line of Defense
Jim George, president of Cincinnati-based Donnellon McCarthy Enterprises (DME), believes it is important to not lose sight of managed IT support. He feels implementing a disaster-recovery strategy helps provide that last line of defense against ransomware and other attacks. “Every business needs an effective way to back up their data offsite,” he said. “Even apps like Office 365 need a separate backup. Cisco’s services offering is great at protecting clients. StealthWatch and FirePower are two Cisco services that have a great reputation for behavior monitoring and detecting suspicious activity.” In recent years, DME has stepped up its focus on preventive measures, and the dealer meticulously analyzes security services and software that benefits current and prospective clients. “We
WE HELP BUSINESSES THAT DON’T HAVE THE BUDGETS OF THE FORTUNE 500 COMPANIES WITH PROACTIVE SERVICES THAT SCALE FOR THE SMALL-BUSINESS MARKET. Jim George, Donnellon McCarthy Enterprises
Greg Bryan, KDI Office Technology
know which services are resource hogs and which allow clients to still work effectively,” George remarked. “Not every service is fit for every client. We help businesses that don’t have the budgets of the Fortune 500 companies with proactive services that scale for the small-business market.” KDI Office Technology of Aston, PA, offers a product line of defense that includes advanced firewalls, antivirus and backup systems, with services including proactive patching, firmware updates, enterprise-level email filtering and system monitoring. According to Greg Bryan, chief technology officer at KDI, the dealer recommends all aspects of security, from gateway to end point and the cloud. KDI ensures customers have a firm grasp on BDR and continuity for all of their systems. “In addition to looking at all aspects of customers’ hardware and potential vulnerabilities, our offering has focused more on internal end users and providing additional training on how to combat email phishing and spoofing,” Bryan added. ♦
We Saw It In ENX Magazine
February 2019 | www.enxmag.com
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Erik Cagle
DealerBriefing Spotlight News
Magic of True MPS, Enhanced Resources through M&A Sets Stage for Newly-Christened ONNYX
T
he onyx stone is believed to carry special powers— the ability to protect its bearer during dangerous situations and ward off negativity consciously directed toward you. Black onyx is also the gemstone of choice for the 10th wedding anniversary. Perhaps someone felt the extra karma was necessary to sustain a marriage beyond the first decade? For Steve Tamburrino, the name ONNYX popped into his head during a 4 a.m. burst of creativity. The senior vice president of sales didn’t exactly need the mystical powers of the stone to ward off competitors of his Sandusky, OH-based dealership—its rich product and service offerings, particularly in the MPS realm, were already tak-
(from left) Paul Tamburrino Jr., vice president, service and support; Gina Selvey, president and CEO; Steve Tamburrino, senior vice president of sales 22
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ing care of those evil spirits. But after decades of doing business as RS Business Machines, and a six-year stint as MCPc Imaging & Printing, the company was in need of a new moniker. The new name goes hand in hand with the company’s decision to join forces with the Flex Technology Group, a move that traces its origins back three years, but was officially consummated last summer. A $14 million dealership serving northern Ohio, western Pennsylvania and southern Michigan, ONNYX boasts a strong relationship with HP on the A3 and A4 segments. Aside from copiers and MFPs, ONNYX provides wide-format and label printers, and serves the production print market (commercial shops, in-plants) with solutions from HP, Canon and Konica Minolta. But it is in managed print where ONNYX continues to grow and evolve, and in Flex Technology Group, the dealer has found a kindred spirit. The dealer—founded in 1976 by Paul Tamburrino Sr. and now led by his children (Steve; Gina Selvey, president and CEO; and Paul Tamburrino Jr., vice president, service and support)—is hoping to leverage FTG’s prowess in managed print to blaze a path toward double-digit annual growth. ENX Magazine sat down with Steve Tamburrino to discuss the Flex union, the company’s rebranding and how ONNYX plans to parlay its excellence in differentiated managed print into We Saw It In ENX Magazine
ONNYX President and CEO Gina Selvey with her husband, Jake
winning the hearts and minds of its customer base. How was business in 2018? TAMBURRINO: We enjoyed a solid year. Hardware revenues increased by double digits, which drove high single-digit increases on the aftermarket side. The entire year has gone by so quickly with the whole merger/acquisition. We’ve landed some net-new global company accounts. But there’s no one defining moment for the year outside of becoming a partner of the Flex Technology Group. What does ONNYX pride itself on? TAMBURRINO: We take great pride in creating a family culture here with our employees. That flows all the way out to our clients. Beyond the culture, ONNYX is truly focused on managed print and creating value beyond the traditional managed print offerings. We want to have a unique value proposition when it comes to MPS. continued on page 24
Magic of True MPS, Enhanced Resources through M&A Sets Stage for Newly-Christened ONNYX
ONNYX employees kick back and enjoy their holiday celebration
This past summer, you decided to join the FlexPrint collective under Oval Partners. What intrigued you about Oval’s value proposition as opposed to other M&A platforms? TAMBURRINO: (FlexPrint Founder and CEO) Frank Gaspari and I first discussed the idea about three years ago. We nurtured it for a couple of years, because the timing wasn’t right on our end. Once we got our ducks in a row, we started moving quickly toward the deal. Frank jokes that we were one of the first companies that he started talking to, and it took us three years to say “yes.” During the last 10 years, we generally received three to four calls a year from companies looking to acquire us. Gina, Paul and I never gave them serious consideration. Even though we’ve been in the business a long time, we’re still relatively young and not ready to walk away. We shot down most of the other offers pretty quickly. We spoke with one roll-up company in particular, and it was apparent that the culture fit was not there. I’ve known Frank for eight years. When we first talked, it was clear that the culture they have at FlexPrint was really aligned with what we have here in regards to taking care of the employees. We’d had a discussion around managed print. I always felt we did a decent job in growing that side of the business. But Frank and his people took it to another level, and were very much in sync with our vision of MPS. 24
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What do you believe Flex Technology Group brings to the table that will enable you to facilitate growth? By the same token, what does ONNYX offer to the Flex Technology Group collective? TAMBURRINO: FTG brings resources that I couldn’t tap into previously, and experience in different areas. Sometimes, you get to the point where you think you know it all, and then you realize that you don’t. Frank and his team knew so much more about managed print, and we can really capitalize on those resources. The quality of talent that they’re bringing into this group is amazing. That’s going to enable us to unlock growth that we weren’t seeing, at a faster pace than we had envisioned. The way Frank is assembling this team of entrepreneurs, everyone seems to have unique skill sets. ONNYX is going to bring our advanced analytics process that we use for understanding managed print, along with our strong relationship with HP. I think that relationship is going to benefit the rest of the Flex Technology Group. Your dealership underwent a rebrand from MCPc to ONNYX. Can you provide some insight into the dynamics of the decision, and why the name ONNYX was chosen? TAMBURRINO: We grew up as RS Business Machines. In 2012, we were looking to do an acquisition, and I called my buddy, John Patterson, who worked
at MCPc in Cleveland, to pick his brain. He said, “If you’re looking to buy, we’re looking to sell our managed print division.” At the time, MCPc was a $250 million VAR with a $6 million managed print program. They were looking to exit managed print because they were struggling—the business model was much different than anything they had done for their clients. We decided to partner and created a new company called MCPc Imaging and Printing, which was a combination of MCPc’s managed print customers and our business machines customers. RS Business Machines was the majority owner, and we ran the business for six years. When this opportunity with Flex Technology Group came along, our board of directors—which is myself, Gina, Paul and Mike Trebilcock, the owner of MCPc—felt it was a good idea. However, MCPc did not want to participate in it, so that ended our relationship with MCPc from a contractual basis. As a result, we were no longer able to use the name. That facilitated the need for us to rebrand, so there would be no confusion between the organizations. We had an incredible relationship with MCPc; we complement what they do and the two companies worked extremely well together. We still do projects with them on a weekly basis. It was a great marriage for the time that it lasted, and it’s actually getting stronger as we’re morphing into ONNYX. As for the name, we entertained the idea of using FlexPrint. But (FlexPrint President) Tom Callinan wanted us to come up with a name that was unique; in case we decide to consolidate to one name in the future, we’d have another option. ONNYX popped into my head one morning. The name itself connotes high class. We’d been called RS Business Machines, then MCPc Imaging and Printing, which were both a mouthful. I wanted something that was two syllables long. There’s no sexy reason behind the name, other than it is simple and catchy. How has your dealership been able to establish such a strong foothold in the
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Magic of True MPS, Enhanced Resources through M&A Sets Stage for Newly-Christened ONNYX someone. Many candidates have the aptitude, and we can train on skill sets. For recruiting, we do a lot of word of mouth, particularly when it comes to sales. We have some internal and external recruiters. As far as retention, the atmosphere is what keeps people here. Like any other company, you have to have a competitive compensation plan that offers some advantage over others. We have an extremely aggressive sales comp plan.
Casual Friday takes on a new meaning at ONNYX…actually, the crew shows off its Halloween attire
managed print services realm? What separates ONNYX from its competitors in this regard? TAMBURRINO: In 2006, we made the commitment to transition from a copier company to managed print. We’ve steadily grown the business. Two aspects truly separate us from our competition. The vast majority of our competitors have a one-size-fits-all program that they present to clients. They’ll service and supply printers, and promise to cut the client’s costs by 30 percent, and they utilize compatible supplies to drive the savings. Today, less than 50 percent of enterprise companies have their fleets under a managed print program. It’s not because companies haven’t targeted them, it’s because a one-size-fits-all approach doesn’t work. We’ve probably got six variations of managed print that we customize to the client’s need. Our second competitive advantage is the ability to provide security. We’re weaving security into all of our managed print offerings, which none of our competitors are even talking about at the MPS level. Between customized programs using OEM supplies and weaving security into the mix, we have a unique value proposition. What prompted ONNYX to move into the world of label printers? 26
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TAMBURRINO: It was really driven by a couple of key clients for whom we managed large fleets of printers. They asked for help in managing their label printers. One client, with 5,000 HP devices, had a different vendor for label printers, but the quality of service was nowhere close to what we were providing them in managed print. They asked us to take over their label printer fleet. At that point, we had zero experience in working with label printers, and we were honest with the client about it. But over the course of the next 18 months, we got fully trained and up to speed. We’re now able to deliver the same level of SLA and service experience that seems to be missing in supporting label printers. Now that clients have seen that it’s possible to have printing devices managed in a particular way, they want to expand it into other devices. What do you look for in your employees, and how do you recruit and retain good ones? TAMBURRINO: It goes back to our culture. In the past, we would look for specific skill sets and experience, like everyone else does. With our new recruiting process we implemented in recent years, we’re looking to have a good cultural fit, first and foremost, when hiring
What was your dealership’s biggest win last year? TAMBURRINO: We had some key wins in 2018, but it really pales in comparison to ONNYX becoming a part of the Flex Technology Group. Hands down, it’s the biggest win I’ve ever had, and nothing else comes close. What was your biggest challenge in the past year? TAMBURRINO: The key was how to integrate into Flex Technology Group without disrupting our normal business. We were successful in that regard because we paid a lot of attention to the process from the start. On a side note, we’ve seen a lot of other companies get acquired, and the deal just completely blows up. We wanted to make sure that did not happen here. During the whole process, there was not one departure of an employee related to joining FTG. We let our key employees know pretty far in advance, and the general workforce population knew weeks before it actually happened. We had time to answer questions and reassure people. We had conversations with the top 20 percent of our clients prior to the go-live date. There really were no surprises. What are your goals for the next 12-18 months? TAMBURRINO: As Frank would say, “Organic growth, baby!” I’ve been tasked with attaining double-digit growth in both hardware and services. Now that we have the resources at our disposal and a wealth of talent at FTG that we can tap into, it’s just a matter of executing a solid plan. We’ve almost completed
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the expansion of our sales force. As for degree of difficulty, I would say it’s a five out of 10. I think it’s a very achievable goal for the year.
Outside of work, what do you do for fun? TAMBURRINO: Travel, travel and travel. Domestically and internationally, I just love to travel. I started doing it about nine years ago and just got hooked on it. I had an amazing trip to Italy
How do you view the industry changing in the future, and what are you doing to adapt? TAMBURRINO: In the immediate future, the next 12-24 months, I don’t see that much change in managed print. On the other hand, security has not been talked about much at all. Bringing security into the mix is a critical component that the industry needs to achieve in the next three to five years. There are so many security holes related to print, and that is where the industry is evolving. What do you enjoy most about your job? TAMBURRINO: I love strategizing and figuring out ways to grow ONNYX. I got into this business 33 years ago, and it’s turned out to be a phenomenal industry. I like getting up and doing what I do, and I enjoy the customer and employee aspects of it.
six years ago, and I had never been to Europe. To see buildings that are 800 or 900 years old, it’s just something you can’t see here in the United States. I fell in love with it. ♦
ONNYX capped off 2018 by making the holidays a little brighter for OHgo with a donation toward the mobile community outreach organization that serves disadvantaged families
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Erik Cagle
Channel Insight
Breaking the Market Wide Open: Konica Minolta’s Latest Wide-Format Printer Sets a New Standard
K
onica Minolta is certainly no stranger to the wide-format market. After all, the manufacturer’s Japanese parent sold inkjet print heads to wide-format OEMs in the United States, Europe and Asia for more than 15 years. Konica Minolta has enjoyed a relationship with KIP America for many years, and in 2013, it partnered with EFI to break into the UV wide-format business. In fact, it took less than a year for Konica Minolta to be EFI’s top reseller in the market. Indeed, Konica Minolta’s direct channel has also thrived in selling HP’s PageWide and DesignJet wide-format solutions. For all of its expertise with print heads and vast experience with wide-format solutions through reselling other OEM brands, the only thing Konica Minolta lacked was its own branded wide-format machine. And like a
WHENEVER YOU BRING A NEW PRODUCT LINE TO A LARGER COMPANY LIKE KONICA MINOLTA, IT’S A PRETTY BIG FEAT TO GET IT OFF THE GROUND AND MARKET IT TO THE WORLD. Dino Pagliarello, Konica Minolta
producer of automotive engines that longed to release its own line of automobiles, Konica Minolta wanted to put its own nameplate on a wide-format unit. Mission accomplished. By the same token, there was no master plan for Advanced Imaging Solutions (AIS) of Minnetonka, MN, to become the first business worldwide to sell the Konica Minolta AccurioWide 160 UV inkjet wide-format printer. In fact, AIS didn’t realize until after Allegra Marketing · Print · Mail – St. Paul had signed off on acquiring the 2,500-pound,
Allegra-St. Paul was the first recipient of the Konica Minolta AccurioWide 160 wide-format press 28
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12-foot long machine that it was the first one released worldwide. Since then, Konica Minolta has placed, or is in the process of installing, several more AccurioWide’s through its direct partners. The AccurioWide is one leg in the stool of Konica Minolta’s latest line that includes the AccurioLabel for label devices and AccurioPress for toner-based cutsheet units. According to Dino Pagliarello, vice president, Product Management and Planning at Konica Minolta Business Solutions U.S.A., the timing was perfect for the OEM to make its foray into wideformat on a solo basis. “One of things we discovered is that we have the appropriate mix in terms of salespeople, understanding the technology and leads from a customer perspective to really offer our customers and Konica Minolta an opportunity in this space,” he said. “About a year ago, we had our first conversation with our parent company, which makes UV wide-format inkjet print heads, and we discussed the potential of working with an OEM partner to build out this continued on page 30
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Breaking the Market Wide Open: Konica Minolta’s Latest Wide-Format Printer Sets a New Standard IT WAS THE STRONG PARTNERSHIP BETWEEN THE THREE OF US—AIS, KONICA MINOLTA AND ALLEGRA—THAT MADE EVERYONE FEEL COMFORTABLE WITH THIS DECISION, THAT IT WAS THE RIGHT MOVE. Stephanie Keating Phillps, Advanced Imaging Solutions
engine into a new platform to have our own branded wide-format products. So it was an evolutionary thing.”
Right Place, Right Time
Fate may have played a role in the printing franchise obtaining the first AccurioWide, but AIS Director of Solutions Stephanie Keating Phillips credits the printer’s hunger for technology and innovation, along with the strong relationships between dealer, manufacturer and customer, as being critical to the historic installation. John Atkinson, owner of Allegra-St. Paul, had reached out to Phillips for consultation on another machine being offered by a different manufacturer. At the time, Phillips was in California for a Konica Minolta dealer summit, and was well aware of the AccurioWide 160’s pending release. An October conversation turned into a November purchase, resulting in a December installation. Despite preparing for unknowns and challenges, there were no hiccups. “It was the strong partnership between the three of us—AIS, Konica Minolta and Allegra—that made everyone feel comfortable with this decision, that it was the right move,” Phillips said. “We knew there would be learning curves and it wouldn’t be a perfect first installation. We thought it would take a week to install, but it took only four days. We thought it would take a week to train, but it only took three and a half days. It’s amazing, considering we had no one to call for advice on this type of installation, since it was the first. It was a case of good timing and a good partnership.”
Pagliarello noted the machine made its debut during PRINT 18 last September, and it became available for purchase during the SGIA show a few weeks later. It was the first time Konica Minolta had set up at SGIA, and despite having a booth in the rear of the facility, the foot traffic was phenomenal. “We know that it is best-in-class, solid technology, and it’s going to be the best technology out there,” Pagliarello maintained. “We absolutely know it has some of the best image technology in the industry in its category. So we have a lot of confidence in the technology and its capabilities, even in the first (generation). People always say not to buy the first model of a car line. In this case, it’s perfectly safe to do that because of the history behind the technology and the partners that we have.”
High-End Quality and Productivity
The new AccurioWide 160 employs UV (ultraviolet) ink technology enables more color pigment per droplet while reducing ink consumption when
compared to other printers, achieving vibrant colors. Combining UV and LED (light-emitting diode) curing lamps, the new printer also speeds ink-drying times to offer print-production savings. “Our new printer from AIS will help us better meet the needs of customers for wide-format products such as banners, decals and posters as well as wall, window and vehicle graphics,” Atkinson, owner of Allegra–St. Paul, said in a release. While traditional printers work well on relatively narrow sheets of paper, wide-format units can print in widths up to 100 inches to enable larger applications. In addition, users of the technology can print on fabric, foam board, metal, vinyl, wallpaper and wood, as well as paper and other materials. Bringing the machine to the client proved a fascinating learning experience for AIS. Typical installations have called for units to arrive in pieces, then be assembled on the customer’s floor. The AccurioWide 160 came as a single unit, prompting AIS to hire a rigging company to deliver, and requiring permits and the temporary closure of local streets.
Under the Hood
The AccurioWide features six different operating modes for speed and resolution (up to 1,440 dpi) that can cater to the needs of the application, which is generally dictated by the viewing distance of the print. There is less ink laydown on faster speeds without
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Breaking the Market Wide Open: Konica Minolta’s Latest Wide-Format Printer Sets a New Standard OUR NEW PRINTER FROM AIS WILL HELP US BETTER MEET THE NEEDS OF CUSTOMERS FOR WIDE-FORMAT PRODUCTS SUCH AS BANNERS, DECALS AND POSTERS AS WELL AS WALL, WINDOW AND VEHICLE GRAPHICS. John Atkinson, Allegra
sacrificing image quality. That makes it more economical when printing posters or large-format displays. For items being viewed at closer proximity, operators can go with higher resolution to bring out detail. For ink options, the machine configuration offers either a CMYK plus white or six-color combination with CMYK plus light cyan or light magenta. The print heads have a 12-picoliter drop size for color and a 30-picoliter drop size for white. The Konica Minolta print-head technology is the secret sauce, particularly its UV wide-format inkjet heads. Pagliarello notes the OEM can incorporate it with all the other technologies Konica Minolta owns, giving its overall portfolio a point of differentiation. The AccurioWide Director’s Software, which comes with the unit, boasts an open-architecture workflow that can plug into the end user’s current workflow.
Konica Minolta. As it has roll-to-roll capabilities, it fits in nicely with the commercial printing crowd. And its one-off job potential as a hybrid comes without the associated mess for the prepress crew. During a training session held by Konica Minolta, technicians visited the local Walmart, where they purchased picture frames and removed the glass. The techs then printed photos of their families on the glass and put them back in the frames. The image quality, according to Phillips, was better than a traditional photo. A user’s imagination, in many aspects, is the only limitation in wideformat output. There are many examples of print providers using ingenuity to land an opportunity. One Midwestern commercial printer hooked up with a small city government that was in the
process of doing extensive building renovations, which brought unsightly scaffolding and safety fencing to the landscape. The printer used the works of a local artist to produce prints, so to speak, that completely covered the exterior of the safety fencing. The artwork turned a public blight into a visually appealing landscape. One question dealers might be pondering is how this type of wideformat production could be factored into an MPS formula. Phillips said that AIS has been contemplating what that might look like, but at this juncture, there isn’t enough data on consumables and thresholds yet to work it into a contractual scenario. AIS will be tracking the information to garner more insight for a possible MPS configuration. At Konica Minolta, the prospects of wideformat being put into an MPS framework is being studied. Regardless of MPS consideration, Phillips sees wide-format UV inkjet printing as having the potential to be a significant growth catalyst. “We know the production world well,” she said. “This is something different than anything in our market space, so we know we have a couple year’s head start on something new, cool and innovative.
Unlimited Applications
While AIS has an extensive background in selling floor-model wideformat machines from KIP and EFI, dealing with an industrial machine that has rigid and roll-to-roll capabilities proved a unique experience. However, given the staggering amount of applications this machine can provide— including signage, car wraps and building wraps—the machine can’t really be described as a niche solution. Phillips notes the AccurioPress can print on wood, vinyl and fabric, and she was amazed at the possibilities when she viewed the sample packet sent by 32
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“Our goal is to make technology as simple as we possibly can and grow within the infrastructure of our partners. We’re going to go back to our base and make sure we get as deep and as involved with them as we possibly can. With that 45 percent of our clientele that is in production right now, being able to offer them something of this magnitude will drive more revenue growth in the production side of the business for us.”
Spreading the Word
Konica Minolta is currently in the process of developing a full-blown marketing program (slated for April) to extol the virtues of the AccurioWide. Next month, the OEM will hold an international dealer meeting, where it will bring to light more granular details about the technology, how it can benefit partners by adding another tool to their product arsenal. “We’re very excited about growing this out,” Pagliarello said. “Whenever you bring a new product line to a larger company like Konica Minolta, it’s a pretty big feat to get it off the ground and
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market it to the world. We couldn’t be prouder about it.” As AIS is heavy in production print, which accounts for 45 percent of its client base, Phillips is confident of the dealer’s ability to market the machine to commercial and franchise printers, inplants, sign shops and other bases. “Looking at our internal customer portfolio, we have an opportunity for placement in a large percentage of our clientele,” she said. “Plus, looking at the market, we can go after sign shops that maybe we didn’t call on because we
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lacked the ability to sell into that market space. We have commercial and in-plant customers we call on for workgroup-type devices or light-production devices. Now we ask them about their wide-format needs. “Most people I’ve spoken with are currently outsourcing their wide-format needs. We’re going provide them with a cost analysis and cut down that outsourcing to bring it in-house, where they can print something on-demand. It’s very exciting for us. We’re doing a fullcourt press with this offering.” ♦
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Grad Rosenbaum
Security For SMBs
Data Breaches: An Equal Opportunity Threat How resellers can help small and midsized businesses deploy XaaS to beat the odds
E
quifax. Target. Yahoo. You might recognize these companies as ones that have made headlines for a less-than-glamorous reason—a data breach. But don’t let the headlines mislead you. If you believe that IT security and data vulnerability is a problem seated squarely in the large enterprise space, you’d be wrong. The truth is, the majority of cyberattacks occur at small- to mid-sized businesses (SMBs). Verizon’s 2018 Data Breach Investigation Report highlights that 58 percent of malware victims are categorized as small businesses. According to a recent Barkly survey, 57 percent of SMBs reported an increase in the volume and complexity of cyberattacks. For SMBs, CISOs aren’t in the budget, but the need for reliable, secure tech is paramount to their business models. What this means is, more often than not, SMBs are relying on
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solution providers to ensure their IT security is safeguarded. In the coming year, SMBs will be looking for ways to streamline security operations. Many business managers are overwhelmed by options for securing their data. Currently, they piece together different tools and services that do not necessarily provide a complete IT solution. Resellers have to be keenly aware of what is out there and bring SMBs a unified and holistic strategy. As threats rise, companies of all sizes know big IT investments are increasingly necessary. But especially for SMBs, resellers must provide the expertise to do it right, making the most of that investment.
What’s at Risk?
Customer data is critical to SMB livelihoods: IDG reports that half of SMBs say access to customers’ personal information is fundamental to their dayto-day operations, while 60 percent say they require specific customer data in order to deliver more personalized services and grow their business. Yet the data stored by SMBs is sensitive: TechRadar finds that 94 percent store financial information. However, most SMBs are not equipped to adequately protect themselves. Untangle’s 2018 SMB IT Security Report reveals that a mere 27 percent have a dedicated IT security professional on staff. Meanwhile, attacks on SMBs are projected to We Saw It In ENX Magazine
escalate, with phishing, malware and ransomware attacks in particular on the rise. This threat can be even more sobering because smaller companies often lack the resources to recover from downtime and lost revenue associated with a breach and its resulting reputational damage. This is a fact that hackers actively seek to exploit.
Leveling the Security Playing-Field
Technology enables mediumsized companies, small businesses and even at-home startups to compete with the largest of enterprises. Goliaths have spent billions of dollars to protect themselves. In recent years, banking giant JPMorgan Chase increased its annual budget for cybersecurity from $250 million to $500 million and growing, according to Forbes. And in 2017, Bank of America said it would spend $600 million on information security, according to Reuters. Those figures are rising with each passing year and they’re well beyond the budgets for smaller companies. Reseller-guided implementation of Everythingas-a-Service (XaaS) offers SMBs a path to top-notch security at an appropriate investment level. Resellers not only offer technology products, solutions and services, but also hold a critical position in helping to educate SMBs about how the continued on page 36
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Data Breaches: An Equal Opportunity Threat threat landscape is evolving, what new risks are on the horizon, and what new security innovations and options are available. Whether they have one or 1,000 employees, cloud-based, as-a-service models such as Managed Print Services (MPS) and Device-as-a-Service (DaaS) enable SMBs to get and stay more secure in three significant ways:
1. Keeping Your Tech Up to Spec
SMBs rely on manufacturers who design and build secure, adaptable technology from the ground up. They also need resellers to act as gatekeepers, making sure they are actually aware of, and getting access to, that technology. Think about when a computer or printer boots up: as many as a million lines of code can be executed before the device’s operating system is loaded and the user even sees a welcome screen. As-a-service models provide SMBs with access to the latest and mostinnovative security technology. Features like “detect and respond” security are integrated in new technologies to deliver proactive protection, and services then amplify those benefits with advances in processes, systems, workflows and training. Resellers can assist SMBs in evaluating best-in-class features, including behavior-based malware detection instead of signature-based, which only identifies known malware, multi-factor authentication and automatic-runtime intrusion detection. Innovations such as integrated selfhealing protection automatically recovers the BIOS to keep critical applications and processes running even if malware tries to shut them down, and offers the ability to detect, attack and recover a compromised device remotely, which protects firmware. Resellers can recommend DaaS for proactive protection against attacks by monitoring every device—desktops, laptops, smartphones, printers—and to ensure continuous compliance with security policies, including data access and approved apps. Automatic updates 36
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across entire fleets mean that the resources required to manage all those devices are dramatically reduced and even eliminated.
2. G aining the Security KnowHow for 2019
While nearly 80 percent of SMBs rank security as very important to the business, according to Keeper’s 2017 State of Cybersecurity for SMBs, only 14 percent highly rated their ability to combat cyberattacks and vulnerability. Resellers are well-positioned to provide insight and guidance to close this gap and make sure SMBs are proactive, rather than always coming from behind. Most SMBs cannot afford a CISO. Untangle reports that 52 percent of SMBs distribute the responsibility for IT security across several roles, making potential gaps even wider. For instance, a red alert over the weekend might not be seen until Monday morning, and then causes a wave of disruption as to who will handle it. Cloud-based solutions from resellers come with the assurance of expertise, especially in an arena that is complicated and fast-changing with mounting regulations. Consider that even among enterprise IT decisionmakers (who know a thing or two about technology) only 16 percent believe printers are a high-risk target for a security breach, according to Spiceworks research. Hackers target printers because they know that fewer than half of surveyed companies include printers in their endpoint security approach. SMBs need CISO surrogates to share security best practices and help them stay ahead of vulnerabilities, including the threat of network hacks who steal customer data via a printer, or how any document sent to an unsecured printer could be hijacked in transit, or the ease with which a hacker could springboard from the printer to another unsecured area of the network. XaaS solutions also deliver data that can be used to help assess risk; define and evolve appropriate security protocols for compute and print devices, data and documents; and aid in defining an overall
security schedule. In 2019, breaches will be even more sophisticated—their results potentially more devastating than ever to companies. To that end, training is another area where as-a-service options can support and help educate employees about how to spot possible attacks and practice good security hygiene.
3. Protecting Your Mobile and Distributed Workforce
In some smaller businesses, employees wear multiple hats. In these situations, it is common for working arrangements to be more fluid, which means employees are frequently working from multiple locations on multiple devices. Each laptop, desktop, smartphone and tablet represents a potential weak point: NWN reports that 71 percent of data breaches target endpoint devices such as smartphones and printers. Cyberattacks that target often-overlooked actions such as logging on to public Wi-Fi or sending unencrypted sensitive information over email will also grow in the year ahead. Resellers help SMBs evaluate their mobile environment and design a XaaS model to enable even the smallest of companies to stay secure and maintain device protections via automatic updates. XaaS proactively protects against attacks by monitoring each device and how it adheres to data access and approved apps. If a device is lost or stolen, it can be remotely found, locked or even erased. Mobile printing solutions empower employees to print from their devices while maintaining security policies and managing printer access. When obsolete, devices can be wiped of data, and the business can recover the residual hardware value. Security is not a luxury only the largest companies should invest in rigorously. In many ways, it is a door-die necessity for small enterprises. For SMBs, a breach can very easily force the company to shut down. XaaS solutions can provide the highest levels of safeguards to protect data for you and your customers, and keep your business up and running. ♦
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Erik Cagle
Data Security Roundtable
SMBs Not Immune From the Scourge of Malicious Activity, Ransomware Attacks “It can’t happen to me,” the client says. “I’m just a $2 million-a-year operation with six employees.”
B
elieving that cybercriminals have no interest in your under-theradar establishment is fallacy number one. When a malicious infection takes place, the rally cry turns into “I can’t believe it happened to me. I’m just a $2 million-a-year operation.” And instead of a manageable expense to implement adequate security provisions, it becomes a tenfold investment to disinfect and return your operation to its previous level. Cybercrime doesn’t discriminate against the business that has fewer zeroes in its ledger. It’s an equal-opportunity infector. Ah, but there’s no lack of resources to counter these growing security-based concerns. As a companion piece to our dealer state-of-the-industry look at IT security, we have a roundtable of OEMs and platform providers to chart the greatest threats the SMB sector faces, the most-overlooked elements and the role dealers can play in providing optimal security. The panel consists of Hiro Imamura, senior vice president and general manager, Business Imaging Solutions Group, Canon U.S.A.; Mark Murphy, director for security services with All Covered (Konica Minolta); George Grafanakis, associate director, Hardware Product Management for Sharp Imaging and Information Company of America; Dr. Alissa Abdullah, chief information security officer, Xerox Corp.; Eric Crump, director, Strategic Alliances for the FollowMe Team at Ringdale; Ryan Weeks, chief information security officer, Datto; Greg VanDeWalker, senior vice president, IT Channel & Services, Collabrance; and John Thiessen, senior product marketing manager, Ricoh USA. 38
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From a security perspective, what are the greatest threats that SMBs currently face? IMAMURA:
Simple human error, as opposed to something sinister and intentional. Companies need to realize that the mostHiro Imamura, commonplace Canon danger is the piece of paper left on the printer, or the unencrypted hard drive that has been left on a decommissioned printer. It is issues like these that likely go unnoticed day in and day out that pose a potential vulnerability on an SMB. The lack of, say, a robust print management solution for the office can lead to human error, which leaves a door open to external threats. Curtail the potential for human error and that door quickly closes.
MURPHY: Ransomware has to be
at the top of the list. Even though the security threats really haven’t changed much, they probably will increase in frequency. We still have the same concerns with bots and networks with systems vulnerabilities. There are issues with patching, and not just software patching, but also improper configurations of systems within the network. It is something a lot of SMBs struggle with. They need some kind of breach detection methodology, and a process to notify them if they’ve been
breached, to reduce the time to when you discover that you’ve been breached. The threats are still the same, but ransomware has moved up the ladder.
GRAFANAKIS:
The top security threats these days that all businesses are vulnerable to are phishing campaigns, social-engineering George Grafanakis, campaigns and Sharp ransomware. These are the preferred methods of criminals, and are quickly becoming the most-lucrative crimes to generate income from. In these cases, endpoints are extremely vulnerable. Users that click on links and attachments, making bad decisions and simply not practicing good IT hygiene, can yield catastrophic results. Most SMBs think it is only bigger companies that you hear in the news that are a target for these attacks, and that is simply not true. SMBs do not typically have a large IT department that has the expertise and bandwidth to deal with all of these threats. There is also a shortage of qualified candidates in the IT field that make hiring the right talent expensive for SMBs. Not having the right talent is what also leads to problems.
ABDULLAH: The biggest threat facing SMBs is a lack of security bandwidth. Small businesses are experts in their industry, but they don’t always have the resources to be experts in cybersecurity. With the current complex cybersecurity landscape, airtight security requires vigilance and dedicated resources. In order to proactively protect against
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SMBs Not Immune From the Scourge of Malicious Activity, Ransomware Attacks incoming attacks and detect issues as soon as they happen, SMBs should partner with dealers and vendors that will serve as true security partners, with the technology portfolio to protect and defend their customers’ data.
CRUMP: The
greatest threat is not having a trusted provider of IT services capable of incorporating security throughout their company Eric Crump, operations, Ringdale including printers and multifunction devices. As SMBs lack resources for IT, they have high expectations that their IT services provider will incorporate proven technologies and IT security expertise to protect their business and minimize their company’s attack surface from new and emerging threats. Managed print service (MPS) providers are missing a big opportunity by not being ready to offer in-demand security services, especially as 70 percent of midmarket organizations have reported data breaches due to printing.
WEEKS: SMBs are a target-rich
environment for an attacker. They need to be prepared for any threats that might put them into trouble with regulation or compliance, as well as anything that might impact their ability to continue to operate. Such threats can take many forms, but an experienced MSSP can assist them in addressing the myriad of threats.
VANDEWALKER: The typical
SMB is run by an entrepreneur and, generally speaking, they are focused on growing their business. When they hear about IT data breaches in the news like Marriott, Target, Facebook, et.al, they think “it won’t happen to me, the bad guys only go after the big guys.” That is wrong thinking! Part of the security misperception is that when the local car dealership or the local
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accounting firm gets hacked, it doesn’t make the news. Don’t let the headlines fool you—the SMB space is hit every day with cybercrime and is a risk as a target. When it happens, the results can be devastating. A Cisco survey found that “more than half (54 percent) of all cyber-attacks result in financial damages of more than US$500,000. That amount is enough to put an unprepared small/ midmarket business out of operation permanently.”
THIESSEN: The greatest security threat SMBs currently face is not taking the proper steps to protect their network. From routers to computers to MFPs, every device on the network represents a potential threat vector. That said, following the basic recommendations given by manufacturers to keep devices and networks secure goes a long way. When it comes to shutting out security threats, seemingly small steps like closing unused network ports, changing default administrative passwords and using strong password methodologies throughout the network can help work wonders.
vulnerability, if exploited, will likely require significantly more time and resources to recover from.
VANDEWALKER: In my opinion,
there are two overlooked things when it comes to IT security. First, the biggest problem, by far, is your own employees clicking on something they shouldn’t. Security-awareness training is more critical than most business owners understand. This is something we have embraced at GreatAmerica Financial Services as well, with the help of our VP of Information Security. A second area is the false sense of IT security. For example, an SMB will buy a firewall and believe they are now safe. IT security is never a binary equation, meaning you are 100 percent safe or 100 percent not safe. IT security is a spectrum, so business owners need to make a decision that balances how much they are willing to pay to increase their data security on the spectrum of safety and risk. These are not easy decisions. C
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Y
CM
MY
WEEKS: If you want to avoid sickness, then you start by practicing good basic hygiene. Patch your systems consistently. Understand the threats in the environment and how to avoid them. Establish process and control to manage and maintain secure systems configuration and a healthy immune system. Measure the security state of those systems throughout their entire lifecycle. Get those basics right before you think about deploying and managing a control.
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CMY
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What do you feel is the most overlooked aspect of IT security and why? THIESSEN: In a small business, where there’s only so much managerial attention to go around; best practices John Thiessen, for securely Ricoh onboarding devices all too often fall by the wayside. Many business owners are unaware of the importance of following these manufacturer’s recommendations, or they simply feel they don’t have the time or resources to do it. However, a
CRUMP: The most-overlooked aspect of IT security, by far, is the human element. IT service providers should proactively work with their customers to integrate IT security-awareness training as part of their standard services. Providing employee training and tools to automatically detect and prevent phishing scams, ransomware and confidential document theft are invaluable to the customer and the IT service provider. In addition, the “insider threat” needs to be considered as data
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SMBs Not Immune From the Scourge of Malicious Activity, Ransomware Attacks breaches are preventable if appropriate actions are taken to protect information in both digital and paper forms.
ABDULLAH:
In today’s sophisticated threat environment, every access point to information should be considered a potential Alissa Abdullah, target, including Xerox printers. Many organizations overlook the printer when it comes to their security landscape, underestimating the amount of sensitive data that flows through their office’s multifunction device each day. Despite the movement to digital, many industries, including health care, insurance, real estate, government and more, continue to rely heavily on paper records. These documents are rich in sensitive personal information, and if they fall into the wrong hands, could have extremely detrimental consequences. Organizations must have the technology in place to handle these documents sensitively and securely.
GRAFANAKIS: The biggest challenge is when the end user is not trained properly and is not following commonsense IT practices. IT departments need to communicate with all employees and train them on the dos and don’ts of IT security, such as clicking on links and opening attachments. Another challenge is having an up-to-date disaster-recovery plan. This is something all SMBs should have. Also, properly managing endpoints and resources in the organization, which includes installing the latest patches and updates, is an important step in protecting network security. This is a daily routine process that needs to be maintained, and if you take your eye off the ball and one of these steps is not done, it can potentially cause a catastrophe. MURPHY: What are they doing with
email phishing attacks? Have they done
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any simulated attacks for their users? Security awareness training for the users on how to recognize phishing emails is vital. That’s pretty low on most Mark Murphy, All Covered SMBs’ lists and it shouldn’t be. A lot of our clients have some components of security in place. We take it further by offering a CISO (chief information security officer) role we’re fulfilling that provides guidance on a fractional basis. It’s really about having a security-awareness governance plan, which most SMBs don’t. Everyone has a GAP accounting plan; you wouldn’t think about going into business without it. By the same token, businesses need some type of security-governance plan, and I don’t think that’s become standard. Even at the enterprise level, it’s not really standard. It’s piecemeal; they may understand, for example, what they need to do SIEM, security information and event monitoring, but they don’t know how it fits into an overall scheme. Our vCISO offering puts that into perspective.
forces or careless employees can also increase. As a result, it is important for enterprise security protocols to account for these new entrants into the network by standardizing and fortifying security via software and firewalls (among other things) across all areas, including physical equipment and mobile devices, to allow for document sharing and remote access with security measures in place. Businesses can also update their policies to be more prescriptive around personal device use, using similar controls to govern both office and personal machines, as the boundaries between the two blur.
IMAMURA: Organizations of any size
step dealers need to take is to partner with a vendor that provides securityas-a-service. This is an important distinction. With the power of Xerox security expertise behind them, dealers move from being just a hardware vendor to being a trusted component of their clients’ organization. When a security issue surfaces, these customers know they are not alone in addressing the issue, and neither is the dealer.
ignore print at their peril. Multifunction printers (MFPs) play a critical role in supporting business functions, providing a number of networked services, often along with significant hard-drive storage. They are capable of printing, scanning, faxing, storing and even managing and analyzing data. Accordingly, it’s quite natural for organizations to have vast amounts of personal data present in such print systems, and yet it can be a major oversight in data security. Additionally, the importance of device protection is often underestimated. There are more opportunities for employees to connect from anywhere, and with the use of shared office equipment or BYOD (bring your own device) policies becoming the norm, enterprises’ vulnerability to attacks from outside
As threats evolve, what steps can dealers take to ensure end users that they’re continuing to provide them with optimal security in all aspects of their business? ABDULLAH: The most important
CRUMP: The imaging-industry players are changing rapidly along with the threats with recent consolidations for independent solution vendors (ISVs). MPS providers will be forced to re-evaluate their core MPS solutions portfolio and associated partnership relationships to be positioned for success in 2019. We recommend that MPS
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SMBs Not Immune From the Scourge of Malicious Activity, Ransomware Attacks providers seriously compare the products and services on the market. Ringdale is continuously adding new MPS providers and customers who are frustrated with status quo basic print management offerings and support. Our team is ready to discuss the potential to partner together and to tackle tough print-security challenges.
GRAFANAKIS: To help ensure end users maintain optimal security, dealers need to simply practice due diligence and be aware of the latest vulnerabilities, phishing campaigns and malware attacks. Government websites, such as FBI.gov, banking websites and other online resources can help dealers learn about the latest IT threats. Additionally, making sure customers have an up-todate disaster-recovery plan is paramount, as is making sure all employees are properly trained to follow good IT practices. Sharp also has an easy-to-use security checklist that is posted to our website to help customers deploy the proper settings to protect their MFP from malware attacks. Sharp also provides dealers with a comprehensive product security guide that covers everything from printing and scanning security to user authentication and audit trail security, all to help them deploy the right security features for their customers. Sharp MFP products are designed for the technology-driven office, enabling IT administrators to manage them similar to the way they manage PCs and servers on their network, and deploying the same level of security. Features like active directory integration enables Sharp MFPs to join the domain as a PC, allowing their security settings to be centrally controlled. Sharp’s SRDM remote management utility centrally monitors security settings of Sharp MFPs on the network and can reset the security policy if changes are made locally at the machine. Sharp’s newest MFP products were the first to become certified with the latest common criteria security profile recognized by the U.S. government. 44
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IMAMURA: Forward-thinking dealers
are reframing their role and relationship with their clients, taking on a moreintegrated role with solutions that extend beyond the MFP, and getting more involved in their clients’ “inner circle” decision making. This represents manifold opportunities for dealers; while they are scoping existing opportunities, they can also use their unbiased/ clinically detached objective view of the client’s environment to help flag gaps in workflow security that, in turn, expands their footprint, improves retention friction (solution hooks) and grows their industry/regional reputation as a trusted advisor to have on the inner-circle team. On our end, Canon places a great deal of importance on its dealer awareness and educational efforts around security. We are always working to help dealers incorporate a conscientious security engagement with their own clients.
VANDEWALKER: I have two
recommendations. First, educate, educate, educate. The “bad guys” are becoming so sophisticated today that in many ways, they have the advantage. It is critical that MSPs are constantly educating their enduser customers on the IT risks and threats that exist and the tactics being exploited. Second, MSPs have to outsource and partner! No one company can do it all themselves. Collabrance partners with best-in-class technology providers. We realize that speed to market is key to being able to keep up with the “bad guys,” and nobody can do it themselves. Partnering is the only viable way to Greg VanDeWalker, Collabrance do the right thing for your customers.
THIESSEN: Even as threats evolve every day, the most effective tool in a dealer’s toolbox is security education. That includes passing on that education to customers and implementing it
when delivering solutions and services. Security is in the details, but it doesn’t have to be difficult. The first line of defense against security threats is small, simple things, like keeping networked devices secure, frequently changing passwords, checking for and installing firmware updates, making sure DataOverwriteSecurity System (DOSS) is activated on applicable devices and that encryption is in use where necessary, and so on. In many cases, unless you have a network services contract, security after installation will be largely up to the customer. The best approach is to emphasize to customers the importance of proactive security, while making yourself available as a strong resource for both information and implementation.
WEEKS:
Demonstrating to your client and understanding the risks they face and how you are protecting them should be Ryan Weeks, the status quo. I Datto personally like the idea of mapping the controls, processes, procedures and policies in place onto a framework like the cyber kill chain, and showing them a matrix of all the functionality you are providing them to combat how attackers attempt to penetrate an environment. It can take some work to create that collateral, but it’s effective at communicating many complex messages in a single image.
MURPHY: Anybody who provides IT
solutions has an obligation to the client to supply and support some level of security. It really takes an educated dealer sales force, as well as an educated customer, to know what they’re getting and why they need it. Sometimes, we have to help them identify that they have a need. It’s an educational process in the sales cycle. In some respects, the implementation is actually the easy part. ♦
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Lauren Ford
Growing Your Business
The Importance of Business Process Automation: 3 Key Elements for Success
I
n the fast-paced world of business, companies of every size need effective strategies to improve their agility in the marketplace. One of the most important business skills to have is the ability to make smart decisions quickly, based on the most current data. But this is exactly where many companies get bogged down. Often, data is hidden in work orders, specifications, contracts, patents, sales documents and more. These documents are scattered across different systems or stored in file cabinets stuffed with manila file folders. Fortunately, companies now have a host of potential options for quickly sorting through, finding, managing and using their documents. The question is, what elements should a business process automation software solution have to help businesses realize the benefits of saving time, saving money and getting the competitive agility edge over the competition? Let’s take a look:
1. An Easy Interface Can Save Time and Improve Productivity
The ideal document workflow solution is easy for any technical or non-technical employee to use. A system with an intuitive interface offers seamless user adoption without the need for training to get started. The best business process automation systems are browser-based platforms that enable users to map the lifecycle of documents for easy search and retrieval from anywhere at any time. Accessible yet secure, documents will follow a logical process 46
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workflow—visible only to the employees who need that information. Establishing user permissions and managing the document path should take no more than a few minutes. In addition to these timesaving features, a document workflow automation system keeps users in the loop about where any document is in its lifecycle at any given moment. Automatic email notifications are sent whenever changes are made, enabling key players to be informed of any document actions while keeping the workflow moving.
2. Smart Business Process Automation Reduces Costs
Business process automation enables decision makers to save time. By implementing a complete suite of document management solutions, these decision makers can then use that extra time to employ smart document workflow tools. One of the most sought-after workflow automation features is analytics reporting. By making the most current data available with automatically generated reports, any company can clearly see where they can streamline current workflow processes. Having the ability to analyze data quickly empowers decision makers to make smart business moves to solve and prevent bottlenecks in productivity. An ideal business process automation system will also help ensure that critical business rules, quality regulations and laws that impact the business are followed. We Saw It In ENX Magazine
This can save a great deal of money by preventing the risk of fines due to misfiled paperwork or missing business data.
3. Secure Business Process Automation is Critical to Success
The right business workflow automation system will offer topof-the-line security with several layers of protection against theft, misuse, data loss or malware. A secure process automation software will also enable employees to access essential documents from mobile devices with peace of mind. This is an essential balance that most companies require today. Businesses make partnerships with other businesses and allies across the globe to increase their competitive advantage. So, the system must allow traveling decision makers to access documents anywhere and be able to share them with authorized parties quickly and easily, while also keeping those documents secure.
The Competitive Advantages of Business Process Automation
There are few solutions that fill the needs for all businesses, large and small. Implementing a smart, secure and time-saving document workflow automation solution can be an absolute revelation for companies that struggle to manage business information effectively. Making the jump to software-based business solutions isn’t as complicated as it once was, and these solutions are exactly what a company needs to get an agile advantage over the competition. ♦
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Industry Event
Five Reasons Why You Should Attend ITEX 2019
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TEX Education & Exposition is the largest, most-extensive trade show connecting vendors with Business Solutions Providers (BSPs), specifically Managed Service Providers, copier and printer dealers, and IT VARs. Since the show began in 2001, ITEX has provided BSPs with access to top-notch, vendorneutral education, the newest technology trends and widely accepted practices to help BSPs grow their businesses. If you’re unsure whether to attend this year’s show, here are the top five reasons you should head to Las Vegas this April:
1. Verified Tips to Increase Profits
ITEX is the only event designed to provide BSPs with education on how to succeed in today’s competitive environment. Through a variety of courses fit for every member of your team—from dealer principals to service techs to your marketing team—the show provides hands-on instruction related to adding solutions to your current offerings, real-world examples of how to improve service to your customers and information on the
latest best practices within the industry. ITEX 2019 will deliver insight to help increase profits and streamline your business.
2. Learn from Dealers— NOT Vendors
Another factor that makes ITEX unique: its organizers work tirelessly to gather successful dealers from around the country to present education courses to attendees. These BSPs deep-dive into best practices and tactics that have proven to be effective for their own businesses. So you can skip the vendor sales pitch courses that other trade shows offer in favor of profitable dealers who will share practical, proven advice you can implement when you get back to the office.
3. Network with 100+ Exhibitors
Learning best practices and how to grow your business from dealers is important, but ITEX takes things to the next level by providing exposure to top software and hardware dealers on the show floor. The show’s vendor-neutral approach ensures multiple sellers of everything from MPS and documentmanagement software to IT and telephony services to print hardware and consumables will be available to expand not only your network, but your solution offerings as well.
4. NEW: Reseller Automation
One of the main goals of ITEX is to provide BSPs with cutting-edge technologies, 48
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information and resources to help their businesses succeed. To do so, the show is adding a reseller automation track to its lineup this year. Learn how other dealers have used modern software tools to automate different aspects of their businesses, standardizing workflows like accounts payable, marketing, and even service.
5. NEW: Smart Office
In addition to reseller automation, ITEX is adding Smart Office to its offerings in 2019. Not unlike Smart Home technologies, Smart Office software is becoming more prevalent in the workplace to help lower costs, while making the office safer and remotely manageable. Consider how your business would change if you could remotely monitor your thermostat or team’s computers, and oversee access to your building and/or office space at the same time. ITEX’s Smart Office will explore all of these aspects and more, with practical application suggestions to better your business. By attending ITEX 2019, BSPs will have access to engaging education and the opportunity to network with exhibitors to improve their businesses. With this exposure, you’ll return home fully equipped to thrive and, as the show’s theme suggests, “Own the Office, Piece by Piece.” ITEX 2019 will be held at the MGM Grand, Las Vegas from April 24-25. Visit itexshow.com and take advantage of Super Early Bird Pricing by Feb. 15. ♦
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Ken Edmonds
Service Management
Using Social Media to Grow and Strengthen Your Business One thing I’ve noticed while teaching a BTA service management course is that many service managers are not active on social media, either professionally or for their companies. Many don’t have a profile on LinkedIn, and any other social media they have is strictly personal. Among the technicians, there is a wide range of involvement as well.
I
t is important that company employees have an active role in social media, especially managers. Let’s discuss some of the reasons for this.
Why Social Media Matters in Sales
In general, buyers use online resources more than ever. They complete much of their research and decision making before the sales representatives even know there might be an opportunity. Among the information that buyers consider is the public persona of the company. They look at the company’s website, Facebook page, Twitter and LinkedIn accounts, and also look at what the employees post. Buyers look for independent reviews of the company and the equipment. If they find negative comments from current—or former—clients or employees, it will impact your company’s prospects. Failure to address negative comments will leave the wrong impression about your company.
Why Social Media Matters in Hiring
This may be the area where social media has the most impact. The vast majority of individuals looking for jobs will do a thorough investigation of your company and what it has to offer. Without a social media presence, you’ll lose many of these prospects. The generations that are entering the workforce live their lives online—if your company or department appears to be a black hole, they may not consider you as an option. In addition to maintaining a social-media presence, you must monitor what people are saying about your company and your department. Similar to what I mentioned about sales in the section above, failure to address negative comments will leave the wrong impression about your 50
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company. Those wrong impressions translate into missed hiring opportunities.
Service and Social Media
As the service manager, you want to monitor what your customers and technicians say about the company, your department and you. To do this, you must be active on the various platforms. At a minimum, participate on LinkedIn, Google your company on a regular basis and monitor Glassdoor. All of these venues provide valuable information. Encourage your technicians to participate as well. The more your team participates, the greater the presence. At the very least, encourage your team to establish profiles on LinkedIn, and then connect clients and others. Encourage them to participate in all of the socialmedia platforms for which they have a solid comfort level.
Social Media Platforms with a Business Focus
At the very least, visit the following platforms and review the information they contain, as they are key for businesses. Look for references to your company and employees, and be sure to check the competition to see how you could improve your social-media presence.
LinkedIn is one of the most important social media sites. I recommend using it for its networking opportunities, so that you can build a network of industry peers. On LinkedIn, there are multiple specialty groups related to our industry and one related specifically to service management. You’ll find a continuing stream of information that relates to the industry, its future and your competition, and can
learn from others by just watching what others post. Also, connect to as many of your clients as possible. This will provide insight on what your clients are doing, and possibly what they think about your company.
Companies use Facebook as a marketing vehicle, and hopefully your company uses it in the same vein. I recommend actively highlighting service accomplishments on your company Facebook page. When a client sends a letter praising your service, post the letter or excerpts from it to your Facebook page. Anytime a technician attends training or your department achieves recognition from the manufacturer, make sure you post that as well. For ideas on how to make the most of Facebook, look at how the industry leaders use the platform to communicate with customers and prospective customers. Learn from the best and then implement what you learn locally.
Twitter and Instagram
Both of these are focused on customer engagement—sales and marketing departments most often use these platforms. I recommend being familiar with them, but I am not sure they have much impact on service.
Glassdoor
Some would say that Glassdoor is not a social media platform. But it is an important part of understanding how people view your company. In general, Glassdoor provides information on how your employees feel about the company and its leadership. You could describe it as a live poll on working at your company. This is a primary tool for job seekers to
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understand what it’s like to work at your company and in your department. If prospective employees do not find your company or find negative information, they will look elsewhere. Monitor not only your ratings, but also watch what people are saying about the competition. This allows you to understand the marketplace better and identify areas where you can improve.
The Business World is Evolving
The constant changes in the business world require service managers to change with the times. The widespread use of social media by both customers and prospective employees requires service managers to stay current with the trends in the marketplace. Now is the time to get more active and pay more attention to social media and how people see your company there. ♦
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FEBRUARY 2019
Display Advertisers Index All Leasing Services................ 57 Phone: 1-866-727-3750 Fax: 1-949-727-3850 www.alscopiers.com Arlington.................................. 31 Phone: 1-800-887-3040 Fax: 1-847-689-1616 www.arli.com BEI Services............................... 4 Phone: 1-307-587-8446 www.beiservices.com BTA........................................... 43 www.bta.org/BTAOrlando
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We Saw It In ENX Magazine
FEBRUARY 2019
Display Advertisers Index IDS-International Digital Solutions................................... 15 Phone: 1-888-372-3700 Fax: 1-562-921-1167 sales@idswc.com
National Copy Cartridge.......... 9 Phone: 1-619-562-6995 www.nationalcopycartridge.com Nectron International Inc....... 39
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Intercom Exporting Inc.......... 47 Phone: 1-800-960-1119 Phone: 1-954-978-2121 Fax: 1-954-978-2412 www.intercomcopiers.com
Ninestar Technology Co., LTD........................................... 56 Phone: 1-800-817-0688 www.ninestartechonline.com
ITEX 2019................................ 49 www.itexshow.com
Novatech................................... 35 www.novatech.net/acquisitions
Liberty Laser Solutions.......... 27 Phone: 1-800-578-1982 www.LibertyLaserSolutions.com
NuWorld Business Systems............................... 10-14
Marco....................................... 17 Phone: 1-800-847-3051 Marconet.com/succession
Phone: 1-800-729-8320 Fax: 1-800-829-0292 www.nuworldinc.com
Mars International.................. 45 Phone: 1-973-777-5886 Fax: 1-973-777-5889 www.marsintl.com
Ross International................... 45 Phone: 1-973-365-9900 Phone: 1-800-240-ROSS Fax: 1-973-473-8800 www.ross-international.com
Pinnacle Sales, Inc................... 19 Phone: 1-440-734-9195
Supplies Network.................... 37 Phone: 1-800-729-9300 www.suppliesnetwork.com Supplies Wholesalers......... 58-59 Phone:1-866-817-8795 www.SuppliesWholesalers.com Toshiba..................................... 60 Contact National Distributors ACM Technology 1-800-722-7745 Collins Distributing 1-800-727-0884 IDS 1-888-372-3700 Supplies Network 1-800-729-9300
www.psi-ohio.com
Nation-Wide Repair Service.. 47 Customer Service:1-866-655-8676 Technical Support: 1-800-798-1814 www.nwrsinc.com www.fusionimagetech.com
UniNet...................................... 41 Uninetimaging.com
QQC Quick Quality Cabinets................................... 33 Phone: 1-888-831-3030 www.qqcabinets.com
We Saw It In ENX Magazine
Visual Edge Technology............ 5 www.visualedge.com February 2019 | www.enxmag.com
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FEBRUARY 2019 JANUARY 2015
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