ENX_Magazine_Dec2010_Issue by ENX Magazine

The #1 Sourcing Publication in the Document Imaging Industry

entrepreneurs sourcing exper t Published by Affinity Business Communications, Inc.

December 2010 Volume 17 No.12

The Top 10 Stories of 2010 MEMBER COMPANIES

PARTNERS IN PROTECTING CONSUMABLES R

MPS MYTH VS. FACT

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 website: www.enxmag.com We would like to Thank those of you who have sent us address change information. HELP US CONSERVE NATURAL RESOURCES To correct or delete your address from our subscription list please call, fax or email us.

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8 00 . 4 1 8 . 4 9 6 8 ( U S - E a s t C o a s t ) | 8 8 8 . 5 6 1 . 4 5 4 1 ( C a n a d a ) | + 3 1 . 3 6 . 5 2 2 . 2 6 0 1 ( E M E A ) C o r p o r a t e H e a d q u a r t e r s 8 0 0 . 6 7 3 . 4 9 6 8 | 8 1 8 . 4 0 7 . 7 5 0 0 | 8 2 0 1 Wo o d l e y Av e . Va n N u y s , C A 9 1 4 06 ÂŠ Copyright 2010 Micro Solutions Enterprises. All rights reserved. All trademarks referenced are registered trademarks of their respective owners. All model designations are for compatibility purposes only.

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www.uninetimaging.com © 2010 UniNet Imaging Inc. All trademark names and artworks are property of their respective owners. Brand names mentioned are intended to show compatibility only. *1st place: “Quality Leader: Supplies,” “Best New Product” (nominated) at Recharger Magazine’s 2010 Reader’s Choice Awards.

IN THIS ISSUE

We Saw It In ENX Magazine

IN THIS ISSUE

ENX Staff

Susan Neimes

DECEMBER 2010

Contributing Writers

• Business Profile: AFEX International Ltd.

Page 24

• Association Review: Imaging Supplies Coalition

Page 40

• The Top 10 Stories of 2010 by Scott Cullen

Page 20

Ann Barr

Selling Supplies.com

Publisher & Editor

• Mind the Gap: Is Average Response Time Making You Average? by Ken Stewart Page 28

Ronelle Ingram

• MPS Myth vs. Fact by Lou Slawetsky

Page 32

• Compatible Supply Quandary by Ronelle Ingram

Page 36

Scott Cullen

Contributing Editor

• SaaS Brings Big-Company Efficiency to SMB’s Document Delivery by Jean-Michel Bérard Page 44

Julia Gonzales

• Are Prospects Like Cats? by Ann Barr

Page 64

• HP LaserJet 4345 MFP Swing Plate Removal by Parts Now!

Page 60

• Printer Tech Tips by Laser Pros

Page 65

• Free Tech Help by Smarka!

Page 66

• Products & Industry News

Page 51

• Display Advertisers Index

Page 54 Lou Slawetsky

Nella Gonzales Advertising Sales

Jean-Michel Bérard Esker

Graphic Designer

• Calendar of Industry Events

Page 59

Industry Analysts

ENX Magazine ENX Mexico & Latin America PO Box 2240 Suite #729 Toluca Lake, CA 91610-0240 (tel] 818-505-0022 • 800-850-4949 (fax) 818-505-9972 • 888-440-4369 email: enx@pacbell.net Britt Horvat The Parts Drop

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enx magazine

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enx magazine

11.12.10

ON THE RECORD

We Saw It In ENX Magazine

DECEMBER 2010

Six Degrees of Managed Print Services:

THE TOP 10 STORIES OF 2010 By Scott Cullen ack in the '90s a pop culture phenomenon entered the public consciousness, a trivia game called "Six Degrees of Kevin Bacon." The game was based on the concept that any individual is six steps away from any person on Earth. In the Kevin Bacon game, actors and actresses are linked through their film roles to Kevin Bacon within six steps. With that in mind, let me propose a new game, "Six Degrees of Managed Print Services." If you scan the office technology and solutions landscape these days, it seems as if everything is within six degrees or less of managed print services. That's one of the things you'll notice with many of the items on this list of the Top 10 Stories of 2010. Like it or not, managed print services has had a dramatic effect on the office technology and solutions industry and will continue to do so.

When I first started compiling these lists, you might have been able to say the same thing about digital technology and connectivity. As the world revolves around managed print, what's less prominent on this year's list is the number of stories related to a specific OEM. I have a couple and you can bet that managed print services is lurking somewhere below the surface with some of those stories as well. It wasn't a huge year technology wise, but I did find one technology that is emerging and worth noting and one that you'll be hearing more about in the months to come. As always, this list is open to debate, and now, the Top 10 Stories of 2010:

1. Managed Print Services (MPS) With dozens of conferences and seminars devoted to the topic and virtually every OEM and various solutions and services providers touting some sort of managed print program, this is without a doubt the number one topic sweeping the office technology industry today. MPS is like a freight train that's lost its brakes rolling down the track. There's no stopping it and it's sucking in anyone and everyone along the way. Although research indicates that only about 25 percent of dealers are currently offering MPS, that number is expected to rise exponentially as more realize that if you don't hop on the MPS train, you're going to be left hopelessly behind.

2. MFP Security As Michael Murasic, vice president of marketing for Sharp, noted on these pages back in July, "In five minutes and thirty seconds CBS accomplished more than what Sharp did spending millions of dollars." Sure, the CBS News story about MFP security that aired back in April exaggerated the threat, but that didn't stop the public or the industry from reacting. They had no choice, as dealers and equipment manufacturers were being contacted by concerned customers fearful that their deepest cor-

porate secrets were ripe for the plucking on their recently returned MFPs or their existing MFPs. The hubbub, and we're not using that word lightly, has seen much of the office technology industry come together to address the situation thanks in large part to the Business Technology Association, which has taken the lead in addressing this issue with the FTC and the public to help allay consumer fears and show that the industry is serious and working collectively to eliminate and reduce any real and perceived threats. We'd be remiss if we didn't point out that BTA's and the rest of the industry's reaction underscores the fact that the security alarm set off by CBS is something that the industry as a whole has been well positioned to deal with for a long time.

3. The Ricoh IKON Transition It was not a huge surprise when Ricoh acquired IKON, considering Ricoh had a reputation for acquisitions even though other names were bandied about prior to the acquisition as potential buyers. Ricoh got a lot for their money even when one considers the fact that IKON stock was not what it once was at the time of the acquisition. The IKON business is certainly something that has expanded Ricoh's footprint. What remains uncertain and was in full force at press time is the transition stage of the acquisition, particularly from a direct perspective. No doubt it's going to be challenging and we probably won't be looking at the same old Ricoh and IKON when the smoke clears.

4. The Departure of Ricoh Chairman & CEO Mike Espe That didn't last long. Mike Espe, former chairman and CEO of IKON, is named chairman and CEO of Ricoh Americas Corp. in late May 2010, and by July has departed for greener pastures, placing the length of his term and his achievements at the helm of Ricoh Americas Corp. on a par with that of 19th century U.S. President William Henry Harrison. There were rumblings from some industry analysts about just how effective Espe was going to be at the helm of two struggling companies, especially given that IKON has been struggling the past few years. On the other hand, there were some Ricoh dealers who were optimistic about what Espe was going to bring to the company. Now we'll never know.

5. A4 On the Rise If some of the items on the Top 10 list look strikingly familiar to what made last year's list, that's because they are. Remember when many industry analysts proffered their annual prediction of how this was going to be a breakout year for color? Eventually they got it right, but that didn't stop that prediction continued on 22

enx magazine

ON THE RECORD continued from 20

We Saw It In ENX Magazine

DECEMBER 2010

THE TOP 10 STORIES OF 2010

from being one of the Top 10 Stories of the year for four or five consecutive years. A4 has made this list before, but this time it's for real. And this time, more OEMs have become believers as have an increasing number of dealers, as the number of A4 products hitting the dealer channel has increased exponentially. The industry has finally realized that if you can't fight them with an A3 MFP, might as well join them with A4 devices. It certainly helps the MPS frenzy is driving interest in A4.

restructurings from the OEM to the dealer level. On the bright side, the economic downturn is creating new opportunities for dealers and manufacturers who can make a strong case for costsaving solutions and services via their MPS programs.

8. The Industry Plugs into Wireless and FollowMe Printing and Printing from the Cloud

Here's another old story that's still got some legs. The industry continues to tout green and sustainable initiatives and more devices coming to market have some sort of green component to them, whether it's long-lasting toner cartridges, high yield toners, parts and components, the manufacturing process, and the ubiquitous energy saver mode. You name it, most manufacturers are going green and aren't afraid to talk about it. Add to that greener manufacturing processes and a corporate commitment to the environment, this is a movement that's here to stayâ&#x20AC;Śsort of like rock and roll.

It's not a completely new concept, but Wireless printing, FollowMe printing, and printing from the Cloud are gaining popularity. If you're an office technology dealer you're probably familiar with Ringdale's FollowMe printing technology. If not, you should be. Not only are some of the OEMs touting this flexible solution, but Equitrac recently announced a Follow-You printing capability with their new Equitrac Office SMB that lets users print from any device on the network. In addition, with technologies like Google Cloud Print, the Web printing capabilities of HP's ePrint printers introduced in June and the Cloudprinting capabilities of the HP Photosmart, Officejet, LaserJet, and Designjet lines announced in September, expect to see more flexibility in how and where users print from here on out.

7. The Continued Economic Downturn

9. Lexmark Gets Some Respect

It's a fact of life and it's still having an effect on the industry with declining hardware sales along with corporate layoffs and

With the acquisition of Perceptive Software, a provider of Enterprise Content Management (ECM) software and solutions, Lexmark now has compelling document workflow solutions and a managed print services portfolio. Meanwhile, as HP has become the ubiquitous name in office printing, more office technology dealers are looking for an alternative-an alternative that also allows them to make a few dollars on a printer sale. Enter Lexmark, a brand that up until recently hasn't received the respect it deserves within the dealer channel, but now seems to be catching on with a lot more dealers.

6. Green is Still Good

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10. Making a Big Production with Printing Now Available Call or Email To Get Your

Submitted for your approval, the Canon OcĂŠ acquisition and the continued focus on production print by the likes of Ricoh, InfoPrint, Konica Minolta, and Xerox, and there should be little doubt that the OEMs are looking to make even bigger strides in the production printing space. u

Free Copy Today! 8606 Darby Ave. Northridge, CA 91325 sales@unitedsupply.com

OEM & Compatible Supplies

Scott Cullen has been covering the office technology industry since 1986 and is a regular contributor to ENX.

ENX Wishes You A Happy Holiday And A Prosperous New Year!

enx magazine

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PROFILE

We Saw It In ENX Magazine

DECEMBER 2010

BUSINESS PROFILE:

AFEX International Limited

FEX, a premier global supplier of green remanufactured imaging supplies, continues to be a world leader in ways to Reduce, Reuse, and Recycle. AFEX, a wholly owned subsidiary of the Jackin group, has built their three-decade reputation based on quality, innovation and environmentally neutral manufacturing techniques. The list of distributors of AFEX’s re-manufactured cartridges continues to expand, as their products consistently provide high quality and yield while benefiting the earth’s sustainability. Mark Duva, Global Vice President of AFEX International Limited, manages world wide client relationships and also oversees the North America operation and USA distribution center in Southern California. Mark explains AFEX’s focus on green remanufacturing. “Our manufacturing process begins with reverse logistics. AFEX uses only OEM empties to maximize the quality of our products. AFEX strictly adheres to all intellectual property laws and patents. Recycling is an essential part of our remanufacturing process.” AFEX’s clients did not have to deal with the legal ramifications in 2010 when multiple patent-infringement claims were filed against some makers and resellers of printing consumables. “AFEX provides total solution capabilities by recycling and remanufacturing toner cartridges to a global network of distributors in the United States, Europe and the AsiaPacific region, including India and Australia. AFEX’s certified green production facilities in Hong Kong, Shenzhen, and

Zhuhai China supply our global network of partners from several worldwide distribution centers. As a multinational company, our corporate organization operates under a hybrid system comprised of US style management, and Japanese style quality control,” states Mark.

Production Line

Aided by a strong support team, Mark Duva works closely with Joe Natal, Senior Technical Manager, to provide the technical expertise and extensive customer service for USA based and global customers. AFEX can provide just-in-time inventory logistics, custom packaging, and containers, pallet or case shipping. They work closely with their customers making sure AFEX can provide global logistics and appropriate green products in a timely manner.

AFEX is one of the few Asian remanufacturing companies that is licensed through Chinese Recycling Legislation. This allows them to bring genuine OEM empties into their Zhuhai and Shenzhen factories for remanufacturing and export. In August 2008, the Circular Economy Promotion Law of the People‘s Republic of China was instituted to facilitate a circular economy mandating resources utilization efficiency to help protect and improve the environment. It encourages reducing resource consumption and waste generation by utilizing reusable materials and recycling resources.

The Circular Economy embraces the Global Green 3R (Reduce, Reuse, Recycle) concept, focusing on Quality Control Testing activities in production, circulation and consumption and it is a long term strategy for worldwide economic and social development while protecting the global environment. The goal is to conserve natural resources by minimizing waste. Mark explains, “Implementing these conservation principles presents enormous commerce opportunities for AFEX and their business partners. Providing certified green remanufactured printing consumables opens the doors to many selling continued on 26

enx magazine

Contact : Contact: Mark E. Duva VP Sales & Marketing AFEX International (H.K.) USA Office Phone: 562-921-7273 USA Cell Phone: 480-612-5297 Fax: 480-323-2520 SKYPE mark.duva2 Email: markduva@sbcglobal.net Email: markduva@afex.cc California Office 15320 Valley View Ave. Unit 4 La Mirada CA. 90638 web: www.afex.cc

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PROFILE

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DECEMBER 2010

BUSINESS PROFILE:

AFEX International Ltd. opportunities that require green products. In the USA, most governmental, municipal and enterprise level corporations require recycled products on their request-for-bid statements. MPS dealers increasingly use compatible products for their supply needs. Having proof of AFEX exclusive use of recycled products increases the buyer and user’s commitment to environmental stewardship.” “AFEX’s long term strategy is to introduce empty collection programs and establish ourselves with the right partners as the leading laser toner Shenzen Factory cartridge remanufacturer. Our efforts are targeted at striking a balance between providing quality products to our users and protecting present and future environmental interests,” continues Mark. “The growing commitment to environmental sustainability and aggressive selling of Managed Print Services has increased the need and acceptance of using remanufactured products. The availability and use of aftermarket imaging products is at an all time high as the economy and MPS programs have also extended use of older printing equipment.” AFEX has refined their remanufacturing procedures to reduce both waste and the cost of raw materials. This is accomplished through the reuse of majority of the recycled toner cartridge component, including the OPC drum, empty cartridge, primary charge roller, mag roller, doctor blade and residual toner. AFEX’s recoating capability on major components of a cartridge minimizes a considerable amount of wastage to the environment. By identifying the various levels of their customer’s needs, AFEX is able to reuse over 90% of all recycled material in their remanufacturing process. The cost of raw materials is reduced by 35% with a turnover ratio at 41%. Additionally, AFEX divides these recycled products into various grades to fulfill the differing needs of their customers. These categories include: • Super Premium for Branded OEM products • Premium for the USA Market • Premium Standard for their European Customers • Standard and Test Grade for areas of Africa, India and under-developed economies

“AFEX maintains a strong commitment to quality. Our toner cartridge remanufacturing process implements STMC, ISO9001, ISO14001 for standard quality control systems and ISTA 1A for packaging integrity. All incoming material goes through rigid incoming quality control procedures. The materials then go through comprehensive processes including disassembly, cleaning, filling, component replacement, and quality testing. AFEX also provides 100% post-testing procedures which are part of our overall production process. Before shipping, our Quality Assurance team uses Acceptable Quality Level (AQL) to perform pre-shipment quality testing to ensure that our products are in its best quality, fulfilling every customer’s expectation,” says Mark. Having successfully developed more than 300 models of Monochrome and Color Toner Cartridges, and currently offering a mix of over 150 of the most popular cartridges used in Hewlett Packard, Zhuhai Factory Brother, Panasonic, Canon, Lexmark, Kyocera, Konica Minolta, Samsung and Epson, AFEX is a global leader in color cartridges remanufacturing. AFEX is able to calibrate and measure color toners cartridge print performance, including color matching and Gamut color density. They will continue to make the necessary investments in time, training, R&D and equipment to maximize the color opportunities they offer their customers. The AFEX University provides ongoing structured comprehensive training curriculums for their employees. This company-wide emphasis on training enables the continuous expansion of AFEX’s superior quality product lines. The research and development department blends market demands for new improved products and value added production procedures with the need for recycling of previously used products. As part of AFEX’s ongoing commitment to education, Mark Duva will share his insight on green sales and marketing trends in hardware, supplies and recycling at the ITEX show on March 23, 2011 in Washington D.C. Mark invites ENX readers continued on 48

enx magazine

MPS FOCUS

We Saw It In ENX Magazine

DECEMBER 2010

MIND THE GAP: IS AVERAGE RESPONSE TIME MAKING YOU AVERAGE? By Ken Stewart

ntroduced in 1969, the phrase, "mind the gap" originated in the London Underground to warn passengers about the gap between the train and the platform in the stations. While the market still seems to struggle with what is and is not MPS, the "MPS-me-too-game" is constantly playing out right in front of your customers. In a sea of MPS offerings washing over your customers, how creative can you be to ensure your company's story doesn't get lost in the gap? The independent office equipment dealer has long offered hightouch service in an annuity model. However, many strong organizations now struggle with the ongoing decline in profitability as it relates to typical cost-per-image contracts and unit placements; the equation of adding more for less isn't adding up to a winning solution, and many are left scratching their head. For those successful dealers, I might even challenge you further by asking if things like average response time is enough to impress educated customers anymore? Is this long-standing measurement of service in our industry acceptable when competitors from other industries are beginning to court your current customers?

According to a comparison of Top 10 MPS contract items included by a provider, and their relative importance to customer decision makers, I recommend providers mind the gap. The 2010 MPS Decision Maker Tracking StudyTM, conducted by Photizo Group, measures what decision makers, like yours, think about their MPS engagement and the providers supporting them. Spanning thousands of customer decision makers, this comprehensive study reveals many unique insights into the mind of your customer. Namely, there is a misalignment in matching customer deliverables to desires in MPS contracts, as guarantees of response time are often left off of the contract despite customer demand; the very thing most office equipment providers take great pride in mentioning, high-touch service, evidently isn't anything more than a talking point on most sales brochures. When asked, approximately 70 percent of customers ranked service response times of 2-hour, 4-hour or next day as critical; in fact, customers ranked these as second, third and fourth in continued on 30

enx magazine

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MPS FOCUS

We Saw It In ENX Magazine

DECEMBER 2010

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IS AVERAGE RESPONSE TIME MAKING YOU AVERAGE? importance, respectively. However, even guarantees of providing same-day or four-hour response only appeared in a third of customer contracts. Furthermore, the study clearly shows that differentiation is key in first-time customer's award. However, with repeat engagements for MPS on the rise, delivery of ontime and effective service is critical evidence used by your customer in contract renewal. One argument might be that offering guarantees of service levels might create a punitive system where the dealer would suffer because response times cannot be met consistently. However, I might challenge those who believe the standard benchmark of average service response time will continue to be acceptable to customers. In an MPS solution, the customer is buying the outcome you provide, and measurements of uptime and utilization are much more effective in telling a customer if they are getting what they paid for. In a sales engagement, your customer is asking one key question, "Can I trust you to deliver a solution to my particular problem, consistently?" In that instance, your service history and support of most accounts stands as your greatest testimonial to renewal. Ask what value your company could bring by estab30

enx magazine

lishing a crisp, easy-to-understand scorecard, including your commitment to service select devices and drive toward sustained availability. Surely, you will be held to this standard, and the failure to meet such a standard may well be your main concern. However, have you thought about being your customer's accountability partner and trusted advisor by using this balanced scorecard to elevate your elite team above the typical antics everyone else plays out each and every contract renewal cycle? Will they pay you more for this 'personal trainer' style of service? Perhaps, but more importantly you should be asking yourself who is already offering this to your customer in other areas of their lives and whether you are minding the gap this creates. u As a senior consultant with the Photizo Group, Ken Stewart comes from and works directly with channel providers in the managed services space, developing educational tools and resources to promote lasting business transformation (http://mpswin.com). Ken also owns and operates an industryniche blog, ChangeForge (http://changeforge.com), focusing upon the collision between the constantly changing worlds of business and technology in an information-centric world.

enx magazine

STATE OF BUSINESS

We Saw It In ENX Magazine

DECEMBER 2010

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MPS MYTH VS. FACT By Lou Slawetsky

t seems as though every article in the current trade publications references Managed Print Services in one form or another. Yes, even we at Industry Analysts have been known to jump on that editorial bandwagon more than a few times. But I’ve seen so much hype on the subject that I feel compelled to dispel some myths and express a few serious concerns. For those living in a cave Managed Print Services (MPS) is said to be the “next big thing” for dealers. Read the blogs and you’ll find profits are huge, you’ll lock out competition, you’ll be the best buddy of the IT manager, you’ll build an annuity, new software has simplified the process, etc., etc. Let’s take a closer look at some of the assumptions surrounding these programs. Myth or Fact? I can integrate an MPS strategy into my existing sales force. They’ll appreciate the extra commission opportunities. Myth: Dealers using dedicated sales reps specifically for MPS report significantly higher rates of success than those attempting to force the existing reps to wear two hats. The primary objective of your current sales force is to place boxes – period. The objective of the MPS rep is to generate pages. An MPS engagement can run its entire course without a single hardware

sale. You’re building a goal conflict when you ask the same rep to wear two hats. MPS is nothing new. We used to call it a CPC program. I don’t understand the hype. Myth: MPS could not be more different from the CPC plans we all know and love. The most significant difference lies in the fact that a CPC plan bundles service, supplies and hardware for equipment sold by you. MPS plans bundle service and supplies of a hardware fleet generally sold by someone else. In addition, MPS engagements include other activities not normally included in a CPC contract, such as fleet consoli-dation, workflow assessment, mapping, etc. The fact that the fleet you are about to service has been sold by someone else means that you are likely to face pushback from the original sales organization. This may be lurking, waiting to rip your throat out at the last possible minute. MPS is nothing more than selling supplies and providing service to an existing fleet of printers. continued on 34

enx magazine

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STATE OF BUSINESS

We Saw It In ENX Magazine

DECEMBER 2010

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Sharp Open Line Wholesale Distribution continued from 32

MPS MYTH VS. FACT

Myth: Providing printer service in exchange for supplies is only the first step. Next, you want to right size the fleet in order to reduce the amount of (hopefully competitive) hardware installed. In theory, less hardware means lower cost. In the third phase, you’ll have to be prepared to adjust existing workflows to increase efficiencies. I can avoid complexity by finding prospects interested in just the first phase. After all, that’s where instant savings reside. Fact: Yes, you can sell only the initial savings associated with the implementation of an MPS program. But, if you’ve sold the contract on the basis of price, with no value add, you’ll probably lose it on that same basis at the end of the contract. Someone will always be there to sell for less. One of the best parts of an MPS engagement is predictable cost for both the customer and my dealership. Myth: Yes, your customer’s cost is predictable. But yours is not. When you calculated the original contract, did you factor in the cost of refreshing the fleet? What about the additional cost of supplies and service when the customer begins to produce pages with a higher coverage than originally assumed? Your costs will tend to escalate throughout the course of the contract. Be certain you have considered these at the outset. 34

enx magazine

If the customer chooses not to renew the contract, I can simply walk away. HUGE Myth: We hardly see this discussed. Yet the issue sits there like a ticking time bomb. When you initially took over the fleet, all of the equipment belonged to the customer. Gradually, over the life of the contract, you have probably refreshed all or part of the fleet. So, here’s the big question. Who owns the new equipment? Has this been called out at the time the contract is signed? If another vendor takes over the contract, does your equipment pass to them and if so, at what cost? Gross margins for MPS contracts tend to be higher than the blended margin for hardware, service and supplies. True (for now): Yes, our research indicates that current MPS margins are considerably higher. But, as more vendors enter the field you can expect those margins to narrow. Your best bet might lie in adding value such as workflow analysis to tie you to the account for a longer, more profitable period. u Lou Slawetsky is CEO of Industry Analysts, Inc., a marketing and management consulting firm for the office automation industry. Much of the company’s research and testing results can be viewed on their website www.industryanalysts.com.

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enx magazine

MINDING YOUR BUSINESS

We Saw It In ENX Magazine

DECEMBER 2010

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COMPATIBLE SUPPLY QUANDARY By Ronelle Ingram

he most commonly asked question I get during teaching seminars is, “Whom do you use to buy your compatible supplies and parts?” In the past, this question was usually asked by smaller dealers or start-up companies. Today, even the larger OEM authorized companies are facing the daunting task of figuring out whom they should use to fill the supply and parts needs of equipment covered under their Managed Print Services agreements. Longtime OEM dealers were built on the foundation of only using OEM parts and supplies, and in many cases OEM authorized dealers were forbidden to use compatible supplies and parts under the terms of their dealer contract. But those days are gone. Today even OEM branches are using compatible products to lower the cost of their MPS agreements. Many dealers are struggling, trying to understand all the options being offered. The pages of ENX Magazine are laced with compatibles manufacturers and distributors who are vying for your business. There is no easy answer to identify which vendors are best for you, as every dealership has its own specific needs. When a servicing dealer decides it is time to investigate the opportunities of selling or using non-OEM, remanufactured supplies and

parts in their CPC and MPS agreements, here are some of the items to consider: • Figure out what brand and which models you will be using most, and then find compatible resellers that offer the products you need. Take the time to run reports on equipment and usage being covered under your own MPS / CPC agreements. You’ll find several companies can fulfill the needs of most of your product mix. • Have a back-up vendor for all the products you buy. Periodically buy from other vendors to keep an eye on competitive pricing. Having a secondary open account simplifies things in case the primary vendor is on back order, puts you on credit hold, discontinues handling the product, or your favorite sales rep moves on. Having a primary and secondary vendor enables a potential sourcing emergency to be an opportunity to explore a better option. • In some cases you may find an authorized OEM distributor that also sells compatibles. Cross reference your OEM authorized wholesale prices and quota fulfillment bonus opportunities when comparing prices of distributor offering OEM pricing. Many OEM authorized dealers buy from their OEM until their continued on 38

enx magazine

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enx magazine

MINDING YOUR BUSINESS

continued from 36

We Saw It In ENX Magazine

DECEMBER 2010

COMPATIBLE SUPPLY QUANDARY

quota is reached. Then they buy their needed supplies, parts and even equipment from a distributor that offers a lower price. It also lessens the chance of your quota being increased the following year because your dealership over achieved. • Look for a compatibles supplier that offers patent infringement indemnification. This lessens the chance of having to deal with lawsuits if the OEM brings legal action against the manufacturer of a compatible product you purchased. An ounce of protection is worth a ton of cure. • Consider the convenience of choosing a supplier that offers easy to understand, cross reference Web based compatible charts. Having access to a cross reference of different supply and part compatibilities greatly simplifies and economizes purchasing, inventory levels and the number of products a customer requires. • I am willing to pay more for the convenience of having a dedicated sales rep who knows both the compatibles business and my business. It is music to my ears and money left in my supplies budget when my rep directs me to different model product that is compatible with my needs and that sells for a lower price. Furthermore, ongoing sales and marketing support, including customizable brochures, email advertising, templates, Webinars, advertising inserts, and in-person visits, can kickstart your sales department.

• Having access to a technical support hot line is extremely valuable. MPS now requires service techs to work on a wide range of equipment. In many cases the field tech may be able to figure out how to do the Preventive Maintenance on a never before seen printer. However, without a reset code the printer will not work, so having a technical hot line that has ready reference to reset codes is necessary. • Providing rebates or buying empties is big business, so take advantage of any money offered for returned/exchanged empties. Be aware how return freight on empties is handled. Many servicing dealers are actively maintaining Green return programs with their clients. Every dealer should be aware of the savings that are available through aggressive recycling of the products you buy. • Does your remanufacturer have a Green initiative? No matter how you feel personally about the sustainability of the earth, many customers have written green initiatives in their Request for Quote, and governmental agencies and enterprise level businesses often give an adjusted bid discount for companies who have a written Green policy or guarantee products are manufactured in certified Green facilities. • MPS software offerings are increasing with many of the larger compatibles distributors. Most offer click retrieval, total integration into your operating system, information gathering and continued on 49

enx magazine

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PROFILE

We Saw It In ENX Magazine

DECEMBER 2010

ASSOCIATION REVIEW:

I maging Supplies Coalition COMBATING COUNTERFEITING & FRAUD IN THE IMAGING SUPPLIES INDUSTRY

he Imaging Supplies Coalition (ISC) is a nonprofit organization dedicated to educating, empowering and protecting stakeholders in the battle to eliminate counterfeiting and fraud in the imaging supplies industry. The Coalition is comprised of original equipment manufacturers of consumable imaging supplies and equipment that have joined together to protect their customers by combating illegal activities in the Imaging Supplies Industry. Coalition members include Brother International Corporation, Canon U.S.A., Inc, Epson America Inc., HP, Lexmark International, Inc., Oki Data Corporation, Samsung Electronics America, Inc., Toshiba America Business Solutions Inc. and Xerox Corporation. Founded in 1994, the mission of the ISC is to protect our members' customers from misrepresented products and services by seeking the worldwide protection of intellectual property and related assets of the Imaging Supplies Industry's distributors, suppliers, and manufacturers. This is accomplished by training and education in counterfeit product identification, methods of product security, techniques for avoiding telemarketing and ecommerce fraud, and by promoting laws and their enforcement. In its 16 year history, the ISC has accomplished a great deal in combating counterfeiting and fraud and has established itself as an international force in the Imaging Supplies Industry as well as a leading organization in Intellectual Property protection. From engineering a unique, highly efficient product authentication program and publishing hundreds of articles on counterfeitrelated topics to working with U.S. Customs, the ISC has and continues to generate unprecedented results in combating counterfeiting and fraud in our industry. How large is the problem? We think that worldwide imaging consumables loss to counterfeiting is approximately 4% to 5% of total revenue or between $3.5 and $4.0 billion. In the US it has been estimated that 3.5% of all inkjet cartridges sold are counterfeit. In some areas the estimate is up to 50%. HP, one of the ISC member companies, reports on its website that between 2005 and 2008 it has conducted 4,620 investigations in 55 countries, resulting in 3,528 enforcement actions conducted by law enforcement officials where more than $795 million USD worth of counterfeit supplies products has been seized. A second ISC mem-

ber company states that legal actions are currently pending in at least 6 states in the US.

EDUCATING EMPOWERING PROTECTING

Exactly what is considered to be a counterfeit product? A counterfeit cartridge is a third party product misrepresented as an original OEM cartridge. Cartridge counterfeiting is not the same as refilling or remanufacturing. These counterfeit print cartridges are meant to mislead the consumer into Allen D. Westerfield believing that they are genuine President OEM products. This does not mean that all refilled or remanufactured products are counterfeit or otherwise fraudulent. Legitimate refilled or remanufactured products exist on the market and their packaging states that they are 'refilled,' 'remanufactured' or 'compatible' products. By definition, a counterfeit product is designed and packaged to deceive and mislead an unknowing customer in such a way that confuses them into believing that they are buying a brand new genuine OEM product. Such products may be counterfeit and the sale and distribution of counterfeit OEM cartridges is fraudulent and illegal. Why is the Imaging Supplies Industry Vulnerable? The Imaging Supplies is a broad, repeat market with a significant market for recycled/remanufactured goods. This means that there is an available supply of empty cartridges, as well as components and known processes, making entry relatively easy for counterfeiters. In addition, there is access to the distribution channel through the gray market where counterfeit goods have the opportunity to be commingled with legitimate merchandise. The expansion of e-commerce through the Internet has also enabled ease of market entry. An emerging threat is the explosive growth of clone/compatible cartridges. There are many methods to bring these new clones/compatibles to market: 1) Packaged as a compatible under a non OEM Brand. These are not counterfeit and IP violations, if any, deal with patents and/or trade dress issues. continued on 42

enx magazine

PROFILE

We Saw It In ENX Magazine

DECEMBER 2010

ASSOCIATION REVIEW:

I maging Supplies Coalition However, the next three items are potentially counterfeit and Illegal. 2) Packaged as a new OEM branded cartridge. 3) Packaged as a remanufactured OEM Cartridge under a remanufacturer brand 4) Packaged as a used OEM core and sold into the remanufacturer supply chain Why should I care? Counterfeiting Activity impacts legitimate resellers and distributors in a number of ways. First of all, counterfeit goods introduce a level of price competition that is unfair and unsustainable. Price is usually the value proposition offered by the counterfeiter and can be attractive to some consumers. Second, if a legitimate reseller inadvertently sells counterfeit goods that have been introduced into the supply chain through the parallel or gray market, the reseller must deal with the risk of customer dissatisfaction and loss. Third, there can be significant financial risks as well as substantial legal risks.

more active in the ISC WIDCIO Program. We believe WIDCIO has been very instrumental to the overall success of the ISC. This unique program allows a reseller or end customer to send a suspicious product carrying the brand of our member companies to the ISC for authentication. The ISC will forward the product to the brand owner who will analyze the product and inform the ISC of its authenticity. The ISC in turn will inform the participant of the product's status. If the product is genuine that is the end of the process. However if it is counterfeit the participant is obligated to furnish the source of the product. The information about the counterfeiter is given to the OEM Brand owner for appropriate investigation and action. The identity of the WIDCIO participant is protected and remains confidential throughout the process. Confidentiality is all-important here.

What can I do?

When In Doubt - Check It Out (WIDCIO)

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In this article we are issuing a call to action to the channel and its customers to work with us to eliminate counterfeiting and fraud in the imaging supplies industry. Many of you have worked with us in the past in this effort but we need to double down and develop a zero tolerance for counterfeit or pirated imaging supplies. The two best things you can do are obvious but are the most powerful tools available. First, know your supply chain by understanding their businesses practices and policies. Second, avoid price deals that are too good to be true. In general, deep discounts on OEM cartridges are not practical. If a vendor is offering prices that are much better than the generally available market price, you should be suspicious that the cartridge may be counterfeit. Third, When In Doubt - Check It Out (WIDCIO) I would also encourage resellers and distributors to become 42

enx magazine

This program, while simple in concept, is very powerful in practice. It has resulted in the targeting of illegal production facilities and the removal of many millions of units of imaging supplies from the market place. It has protected tens of millions of dollars in imaging supplies of the ISC brand owners.

Lastly, at the end of the day counterfeiting is flourishing because there is a demand for the products. Please work with us and with the authorities to develop a campaign of public awareness that educates the consumer as to the evils caused by the crime of counterfeiting and to teach them how to avoid the bogus goods. To conclude, I hope that today I have been able to convince you that counterfeiting is a problem in our industry, which causes real problems for all of us. While we are making progress there is still much work to be done. Businesses and government can find focus areas and invest in brand protection on an ever-improving basis. What we need in addition is this, a commitment to a zero tolerance for counterfeit goods from all industry stakeholders. The ISC thanks you for your diligence and support. u Contact Imaging Supplies Coalition: Allen D. Westerfield, President isc.westerfield@gmail.com 941-961-7897

PROFILE

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DECEMBER 2010

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TECHNOLOGY UPDATE

We Saw It In ENX Magazine

DECEMBER 2010

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SaaS Brings Big-Company Efficiency To SBM’s Document Delivery By Jean-Michel Bérard

ompared with traditional paper-based processing and delivery of documents like invoices and purchase orders, automation technology has given many big companies an edge over small and medium businesses in recent years. Large enterprises have capitalized on the ability to send documents straight from their back-office systems and desktop applications — not only by fax and email, but even postal mail — with levels of speed, accuracy, visibility and control that the old ways can’t match. The same solution used to deliver the documents can also be used to archive and index them automatically, making documents instantly accessible for customer service and internal or external audits. As a result, companies using document process automation are empowered to optimize operational efficiency and cash flow while supporting high levels of customer satisfaction and regulatory compliance. These advantages may seem out of reach for smaller companies without giant IT departments and deep pockets. After all, implementing software to automate document processing and delivery can take a considerable amount of up-front money along with an ongoing commitment of time to manage the technology. For some SMBs, software to automate document processing

and delivery is too expensive, too slow to implement and too much of a headache to maintain. SMB Silver Lining Despite the obvious differences in scale, small and medium businesses ultimately face the same basic types of operational challenges that big companies do. Any business relies on the exchange of documents, and profitability can depend on the efficiency of that exchange. SMBs may have fewer resources to draw upon to achieve peak efficiency. But generally they have more freedom from the constraints of complexity — both in their information systems and in their business processes — to take advantage of innovations in technology. Software as a Service (SaaS), or cloud computing, is one such innovation. For automation of document processing and delivery, SaaS has made the capabilities of today’s most powerful solutions readily available to any company with an Internet connection. SaaS shifts the expense of the solution from capital continued on 46

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TECHNOLOGY UPDATE

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SaaS Brings Big-Company Efficiency To SBM’s Document Delivery to operational, clearing away the barrier of acquisition and deployment cost. The benefits go beyond helping SMBs quit paper and level the playing field. SaaS can deliver real competitive advantages simply because there is no software or hardware to maintain. SMBs can get fast results like significantly shortened transaction cycles, increased productivity, reduced Days Sales Outstanding (DSO) rates, increased visibility and process control while focusing resources on core competencies and customer service rather than supporting technology. With SaaS, businesses leverage document process automation technology on a pay-per-use basis. They securely transmit documents directly from front- and back-office applications to vendor-hosted data centers where the software platform resides along with infrastructure for fax, email, mail and SMS delivery. Becoming part of customer invoicing, supplier purchase order delivery and other day-to-day business processes, the service automates time-consuming, labor-intensive tasks like printing documents and stuffing envelopes or feeding the fax machine — and reduces the need for in-house printers, fax machines and supplies as well as mailroom equipment, fax servers, fax lines, fax boards and modems. A typical SaaS implementation for document delivery can take

as little as a few days. With its short deployment time, minimal up-front expense and predictable costs, SaaS affords the opportunity to try cloud computing for document delivery without taking big architectural or financial risks. Constant Innovation Technology underlying SaaS solutions is automatically updated by the service provider, so SMBs continuously benefit from the latest enhancements and innovations. There is no longer a need to buy and install software, keep track of versions and worry about upgrades causing conflicts between interdependent systems. Today’s advanced SaaS solutions for document delivery are highly adaptable and can be customized to fit specific needs of small and medium businesses. In the technology sector, SMBs can also leverage SaaS to enhance their own product offerings. “Companies have spent large project budgets building distribution channels and not had near the success that we had within one week,” said Mark McCuin, president of the laboratory information technology and electronic medical records startup company, Pathagility. “We were able to provide value that would have taken the biggest companies much longer to provide in a production environment to their customers.” continued on 47

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TECHNOLOGY UPDATE

We Saw It In ENX Magazine

DECEMBER 2010

continued from 46

Learning From Experience Recognizing the need to streamline operations and reduce staffing requirements for document processing, many SMBs have deployed technologies like fax servers and experienced the typical issues: Computers age, hard drives fail, software gets outdated and pretty soon the server is down. Others consider SaaS after finding that options like putting a fax server in multiple locations or buying a folding machine for processing mail cost more than they save. When packaging company ARPAC GROUP decided to eliminate its fax machines and manual paper handling of faxes throughout the company, it looked carefully at the alternatives before choosing a SaaS solution. “Bringing the electronic faxing in-house would require the cost of both hardware and software,” said Ryan King, the company’s IT manager. “We also had to consider the costs of maintenance and redundancy. This was our ordering system we were talking about, and we needed it up and running 24/7 with no hiccups.” Backup capability built into the service architecture is an additional benefit to ARPAC. “The service also gives us peace of mind. If there’s a power outage, we know that our data won’t be lost,” said King. Another company using a SaaS solution, the ambulance group First Med, chose the cloud model for automation to reduce turnaround time from output to mailing of statements from its billing system. The service enables direct transfer from First Med’s billing software to an on Demand SaaS platform. “We

don’t need another software,” said Matt Ellis, the company’s accounts receivable manager. “We simply upload straight from our system and everything’s right there.” Once the statements are uploaded, First Med employees can review them in a web interface, which also provides tracking capabilities for visibility into the process. Changing The Landscape The implementation speed and low cost of SaaS for document delivery has attracted the attention of large enterprises as well as SMBs. Many CFOs want technology ROI in months instead of years. When it is time to replace a fax server or move non-EDI customers to electronic invoicing, more and more large companies are looking to the cloud. As cloud computing becomes the predominant way to deploy software, SMBs using SaaS to automate document processing and delivery will be in a better position to compete against their rivals, large and small. u Jean-Michel Bérard co-founded Esker and is the Worldwide CEO and President of the Board of Directors. He is responsible for defining and executing Esker’s business plan and representing Esker to potential partners, the European technological community, IT analysts, and the trade press. Ernst & Young named Jean-Michel European Entrepreneur of the Year in 2000. He was named as one of the Top Technology Visionaries by Start magazine in 2002. Jean-Michel was named Advisor to the French Foreign Trade Ministry in 2009 For more info, email Gina.Leranth@esker.com or visit www.esker.com. enx magazine

PROFILE

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BUSINESS PROFILE:

AFEX to learn how to Tap into Green: Opportunities that impact your business and grow profit, during his ITEX Power Hour presentation. With a strong commitment to support REUSE, REDUCE, RECYCLE, AFEX is perfectly positioned to strengthen its present market leadership. Their locally, regionally and globally situated production and service network provides for the after market imaging cartridge needs of their OEMs, wholesalers, resellers and end users. Built on a solid foundation of Jackin’s three decades in the manufacturing sector, AFEX is committed to continuing to meet the challenges of new technologies, products and environmental responsibility. u by Ronelle Ingram Contact AFEX International Mark E Duva 15320 Valley View Ave. Unit 4 La Mirada CA 90638 562.921.7273 tel • 480.323.2520 fax Cell 480.612.5297 markduva@AFEX.cc www.AFEX.cc

AFEX - Global Green Partner 48

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MINDING YOUR BUSINESS

We Saw It In ENX Magazine

DECEMBER 2010

continued from 38

COMPATIBLE SUPPLY QUANDARY

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analysis, reduced software cost, technical assistance and staff training. • The shipping location of your compatibles partner can make or break the ultimate cost. When pricing products be aware of the total cost of product and freight. Many offer next day or 2 day freight at ground rates. What happens when a product shows as in stock, but is not available locally? Who pays for the cross-country shipping? Is local same day will-call pick-up from the local warehouse available? Is blind drop shipping available? If so, how is the receipt of product tracked? Can you use your own UPS or FedEx account number for direct billing of freight cost? Must you still pay a handling charge? • Before you buy, ask if the products are domestically produced or imported? What certifications have been earned by the manufacturing What organizations do they support? You can determine the significance of the answers. If the factory is local, take a tour. You will be amazed at the difference of manufacturing techniques.

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• Investigate joining organizations that will provide additional discount pricing. Trade associations (BTA, AIMED, CompTia), buying (IBPI) and user groups all have affinity programs that can provide additional discounts. When you find a compatibles dealer you like, ask your sales rep if they have a discount relationship or buyer program that can save you additional money. • 100% guarantee on products with a no hassle return policy is always appreciated. Be an informed buyer and be aware of the big picture. Sometimes the lowest price isn’t the best deal. Do your research and consider how easy it is to get hold of a knowledgeable human. Advance research will provide a longterm, mutually advantageous buying partnership. u

The“ n o b u l l ”c r e d i tc a r dc o p yc o n t r o l l e rf r o mJ a me x

Ronelle Ingram, author of Service With A Smile, also teaches service seminars. She can be reached at ronellei@msn.com enx magazine

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Product & Industry News Parts Now! Partners with PROS Elite Group (formerly BEI Pros) Nov 10th, 2010, Middleton, Wis. - Parts Now!, North America’s largest printer parts distributor, announced today that it has teamed up with recognized Office Imaging Profit Improvement Specialists PROs Elite Group, as its new Preferred Supplier. The program gives customers of Parts Now! a cost savings on current orders as well preferred supplier pricing for all PROs Elite clients. “This partnership made a great deal of sense,” said Matt McLeish, VP of Sales at Parts Now! “Both companies have tools that focus on helping customers succeed. Together, we’ll be able to offer benefits that no other provider in the industry has.” PROs Elite Group has built expertise in industry office imaging helping dealers improve profitability and productivity efficiencies. With its leadership in service training and technical tools, Parts Now! provides the perfect complement to further enable customers stay at the forefront of the marketplace. “This partnership will help customers become more competitive and profitable. That’s the bottom-line benefit essential to not just survive, but thrive in this market,” according to Jerry Newberry, President of PROs Elite Group. The program provides customers the tools to gain and the potential to grow into MPS printer service with sales, service and technical training. Results will include improved resource efficiencies with fewer emergency calls and waste that eats up profits. Also, customers will benefit from PROs Elite Group products that boost productivity and profitability including Service Consulting, Advanced Service Management Training, Consulting and PROs Elite 100, the total dealership operational excellence program. Parts Now! and PROs Elite Group look forward to improving customers’ efficiencies while saving them money and boosting their position in the market. Get in touch to find out how you can qualify for preferred supplier pricing. PROs Elite Group (formerly BEI Pros) has long been recognized as the Profit Improvement Specialists focusing on the Office Imaging Industry. PROs consulting efforts surround a 9 phase assessment process which leads to the development of dealer specific action plans that the Pros team execute with the Dealer. The consulting services offered include service, sales, MPS, operations/administrative and ERP/IT. Training offerings such as the Advanced Service Management, MPS Sales and Service Training, leadership skills, goal setting and strategic planning are the core of the PROs team’s world class training offerings. The premier offering, PROS Elite 100, positions Independent Dealers for rapid market share growth with an exclusive representation in their market coupled with all of the Service and Sales consulting programs. Parts Now! is the industry leader in profitable solutions for businesses who service laser printers. The #1 supplier of laser printer parts in North America and an authorized distributor for HP, Lexmark, Canon and Toshiba. Parts Now! is also the largest trainer of repair techs in the U.S., and a leading expert in helping companies drive revenue with managed printing. Visit www.partsnow.com or call 800.886.6688 for more information. u MWA Intelligence is Awarded BERTL’s Best Overall MPS Award November 15, 2010, Scottsdale, AZ – MWA Intelligence, Inc. (MWAi), a leader in enterprise-class M2M (machine to machine) and M2P (machine to people) solutions and services, has been selected to win the prestigious BERTL’s Best Fall 2010 Award. MWAi’s MPS Solutions received the award for being “Best Overall Managed Print Services Provider.” Business Equipment Research & Test Laboratories Inc., (BERTL) was “tremendously impressed” with how MWAi’s device performed during their testing process with expert analysts. MWAi’s major MPS Solutions that BERTL recognizes are Intelligent Service (IS), Intelligent Device Management (IDM), the agnostic development platform, the relationships with major OEM’s, CRM’s, and ERP systems, ROI print manager, and National Managed

December 2010 Print Services (nMPS). MWAi is able to give dealers a competitive advantage through a flexible solution that adjusts to meet individual business’ needs with a complete Enterprise MPS toolbox. BERTL has been recognizing the best devices and software in the digital imaging marketplace for fifteen years. BERTL’s Best awards are awarded to the winners after rigorous analysis of digital imaging devices, software, and management utilities in the marketplace. It is an honor that MWAi has been chosen as a top contender for the second year in a row. By earning this achievement, MWAi is even more empowered to provide the best available MPS around. “It is a great privilege to have received the BERTL’s Best Award,” said Mike Stramaglio, President and CEO of MWA Intelligence. “We will continue to give our complete effort in providing a great product that we are proud to stand for.” To learn more about BERTL, visit www. BERTL.com. For more information please visit www.mwaintelligence. com. u DPI releases the compatible Dell 5330 and Lexmark C734/736 Direct Precise Imaging has added the compatible Dell 5330 cartridge. In addition the compatible Lexmark C734/736 compatible high yield toners are available. Last months releases were the compatible Minolta 4650/4690 colors, HP 1606 Micrs and HP 1202 Micrs. We are currently working on the compatible Lexmark E260/360/460, Lexmark T-650 and X-651, Dell 2330, and Dell 5130 colors and hopefully these products should be released by the end of the year. DPI products are manufactured, tested and packed in the USA and backed by superb technical support and customer service. DPI offers same day shipping, no minimum order requirements, blind drop shipping is available and we have one of the largest selections compatible toner cartridges. Ask about our free shipping offer. For further information and monthly specials visit our new website at www.directpreciseimaging.com or call (888) 376-7311. u National Copy Cartridge (NCC) releases several “high profit” remanufactured color cartridges. NCC is a 20 year veteran, specializing in remanufactured Xerox and other “high profit” Non HP cartridges. We have now released cartridges for use in: l Xerox Color 6360, 6280, 6180 l Xerox Mono 3600, 4510, 3635, 3300 l Lexmark Color C520/530 Series, C935/940 l Samsung Mono 3560, 2850, 4828, 4550 Made in America! Call or Email for Catalog! For More info email: info@nccreman.com or call 800-822-5477. u MSE Releases A Complete Line of Compatible Solid Ink Sticks for Xerox Phaser Color Printers VAN NUYS, CA - Micro Solutions Enterprises (MSE), the industry leader for Intelligently Re-EngineeredTM cartridges, is pleased to announce the release of a complete line of solid ink sticks for Xerox Phaser color printers. MSE is now offering all of the most popular models of compatible solid inks for models such as the Xerox Phaser 8400/8500/8560 and more. Luke Goldberg, SVP MSE Global says “ These products are a great way to expand your color offering for these solid ink printers. Solid inks offer great margin and revenue opportunities for resellers seeking quality alternatives to high priced OEM consumables.” MSE today is currently offering these in generic packaging due to the custom requirements of this product. As volumes dictate, MSE plans to expand the packaging options available for this product. As with all MSE products these were subjected to the same exhaustive testing methodologies which include environmental stress testing, accelerated aging testing, and shipping simulations. For more info visit www.mse.com. u enx magazine

Product & Industry News Industry Expert Jeff Way Joins Digital Gateway Inc. November 2, 2010, Provo, UT. - Jeff Way, former Director of Information Systems for Global Imaging Systems has joined Digital Gateway as the New Director of Strategic Projects. “I have over 25 years experience in the information systems management area of office equipment dealers. This experience will help Digital Gateway to continue to solidify their dominance in the dealer management software market by enhancing and expanding the solutions that will help meet vital business information needs.” Said Jeff, “Customers are looking for solutions that deliver concrete results and e-automate will provide that for their business.” Jeff not only has extensive experience in the industry but also comes highly recommended by Tom Johnson former CEO of Global Imaging Systems. “Jeff Way was hired by me in 1995 to be my Director of Information Systems. I knew Jeff through his work at Decoursey Business Systems. Since that time through internal growth and over one hundred acquisitions, Global grew to over $1 Billion in Sales with 170 offices in 35 states. Jeff was our Director of IS during this growth and did a great job of maintaining our systems, converting the new acquisitions, and helping us maintain the control we needed for Global’s great success. Jeff has my highest recommendation for a similar position.” With a recommendation like that from a well known industry leader, and with the knowledge and abilities that Jeff has, it comes as no surprise that Digital Gateway was quick to recruit Jeff for this new position. “We are excited to have Jeff on board,” said Jim Phillips CEO of Digital Gateway. “Jeff led the conversion and implementation of over a 100 of our industry’s largest dealers while at Global. He is our investment in mitigating the risk and disruption of our new dealer’s conversion. We are also leveraging Jeff’s intimate knowledge of this industry and his years of experience with benchmarking to advance DGI’s Digital MRI process for all our dealers”. Since 1995, Digital Gateway’s award winning Dealer Management Software has become the dealer’s choice, serving over a 1,000 companies. The hallmark of DGI’s success is founded on innovation, automation and always putting the dealer first. e-automate is the core engine that enables the connectivity, visibility and automation crucial to competing in the new economy. It provides the system to automate each step of securing and keeping pages under contract. eautomate gives the dealer visibility to the industry, connectivity to key integrations and seamless automation needed to secure the business and serve the dealer’s customers. No other solution will better equip office equipment dealerships to successfully “Transform their Bottom Line” than e-automate. Dealers can now use e-automate to drive their business to new levels of profit by accessing “Key Performance Indicators” real time in Dealer Time. For more info visit Digital Gateway Inc. at www.digitalgateway.com. u Toshiba America Business Solutions Inc. recognized as “First in class” for dealer support By Marketing Research Consultants Toshiba Awarded Esteemed Title Based on 25th Annual Dealer Survey Results Nov. 3, 2010, IRVINE, Calif. – Toshiba America Business Solutions Inc. (TABS) today proudly announced they have won “First in Class” MFP Manufacturer for Dealer Support by Marketing Research Consultants, Inc. (MRC), a Hamburg, New Jersey-based consulting firm. Toshiba received the highest approval rating from independent dealers with consistent and unsolicited accolades for the excellent support they offer in MRC’s 25th Annual Dealer Survey. A total of 295 dealers from across the country participated in this year’s survey. “Toshiba’s selection as ‘First in Class’ MFP Manufacturer is well

enx magazine

December 2010 deserved. Through the years they have been consistently praised by their independent dealers for their strong communication skills, support and programs. The dealers believe it has contributed to their ability to enjoy a high degree of success in selling Toshiba’s products,” said Frank G. Cannata, president, Marketing Research Consultants, Inc. “Toshiba focuses tremendous energy behind fostering strong relationships with our dealers, and we always strive to be the best possible partner,” said Mark Mathews, president and chief operating officer, TABS. “It’s gratifying to know that the dealer network holds Toshiba in such high regard for our service and support. We are deeply proud of this recognition.” The Marketing Research Consultant Dealer Survey Awards are based on feedback from independent office technology dealers representing all copier/multi-function product (MFP) vendors in the industry, and all regions of the country. Dealers who participated were asked to rank their primary and secondary vendors in four key performance categories – Corporate Support, Distribution, Product Line, and Inventory. About Marketing Research Consultants, Inc. - Founded in 1979, Marketing Research Consultants, Inc. (MRC) was established by Frank G. Cannata to provide guidance and counseling to the office products industry. Frank Cannata is noted for his analytical skills, ontarget predictions, and current management information pertaining to the office products industry. MRC offers two publication services: The Cannata Report and LiveWire. The Cannata Report is a monthly management report aimed at the office equipment reseller, and LiveWire is an electronically transmitted office technology news service. About Toshiba America Business Solutions, Inc. Toshiba America Business Solutions Inc. (TABS) is an independent operating company of Toshiba Corporation, the seventh largest electronics/electrical equipment company in the world. TABS manages product planning, marketing, sales, service, support and distribution of copiers, facsimiles, multifunction printing products, network controllers, and toner products throughout the United States, Mexico, Brazil, Latin America, and the Caribbean. Headquartered in Irvine, Calif., TABS has five divisions: the Electronic Imaging Division; the Toner Products Division; the Document Solutions Engineering Division; the International Division; and Toshiba Business Solutions (TBS), a wholly-owned subsidiary corporation of TABS, that operates a network of wholly-owned office equipment dealers throughout the United States. Named the most favored manufacturer ten times by the Business Technology Association (BTA), Toshiba’s entire product line, customer support and marketing distribution policies are markers for the industry. For more information on Toshiba products, programs, solutions and services, please visit www.copiers.toshiba.com. u Network Recycling Systems (NRS) announces it has partnered with Mearthane Products Corporation (MPC) to handle sales and distribution of developer rollers for the aftermarket industry MPC is a world class producer of developer rollers for OEM and aftermarket manufacturers. NRS has been a partner in the production of developer rollers for the last several years and is now pleased to be a part of the sales arm of MPC. Developer rollers are a critical component of many cartridges produced in the market today and MPC’s rollers are unsurpassed in quality. MPC labs have extensive ability to test rollers and insure quality going out the door. CEO Jim Martin adds, “I have been in MPC’s plant several times and their attention to detail is quite remarkable. MPC also makes world class roller skate and blade rollers which are in high demand from Olympic Skaters. That in itself says a lot about MPC”. For further information, contact Jim Martin at 828-891-7400 or jmartin@nrscoatings.com. u

Product & Industry News Strategy Development Unveils All New Website, Blog, and Email Addresses November 2, 2010, Bryn Mawr, PA - Strategy Development, a management consulting and advanced training firm, today launched a completely new website, at a new address, with an integrated blog. The Strategy Development website can now be found at www. strategydevelopment.com. As part of a complete corporate marketing makeover, Kelli Jones, marketing manager for Strategy Development, developed highly detailed storyboards comprised of the navigation plan, copy and images. Jones then contracted Zango Creative to build the website framework and bring the message to life. Strategy Development’s blog, “Information for the Imaging Industry,” is now integrated into the new site: http://www. strategydevelopment.com/blog Start following us there by clicking on the “join this site” button. Jones said, “It is no small feat to architect a corporate website, change domains, integrate a blog, and have the foresight to know what type of capabilities you will need for expansion,” Kelli went on to say, “I am thrilled and proud of the site and excited that visitors will enjoy a rich, robust experience.” Michelle Drewien, president and creative director of Zango Creative, said, “Strategy Development needed a fresh website with the ability to frequently update content and expand. Zango delivered by designing an attractive, highly flexible website developed in a content management system.” The site will continuously be updated with news and blog posts so bookmark it for future use: www.strategydevelopment.com u Katun Corporation Announces the Acquisition of Media Sciences Toner Business Acquisition Combines Fundamental Strengths of Two Aftermarket Color Leaders November 12, 2010, MINNEAPOLIS – Katun Corporation, one of the world’s leading alternative suppliers of imaging supplies, photoreceptors and parts for the imaging industry, announced today that it has acquired the toner cartridge business of Media Sciences International, Inc., a leading independent manufacturer of color toner cartridges and solid ink sticks for office color printers. As part of this transaction, Katun will also become the exclusive Master Distributor of the Media Sciences ink stick product line. Carlyle Singer, president and CEO of Katun Corporation, states, “Katun is excited to add these quality products to its portfolio, as Media Sciences has successfully pioneered the new-build color space for non-HP printer applications, which is strategically aligned to Katun’s development of the color aftermarket for copier and multifunction applications.” Media Sciences’ selection of color toner cartridges and solid ink sticks for color printers effectively complements Katun’s existing color and monochrome product lines – providing an even greater range of product selection across office equipment platforms for customers in multiple channels. Katun’s worldwide distribution capabilities will continue to support high service levels, while Katun’s technical strengths will drive an increased emphasis on new product development. “Our combined R&D capabilities will ensure our customers continue to receive compatible products that offer unsurpassed quality across multiple technology platforms,” said Singer. “At the same time, these new capabilities will enable us to accelerate new product launches to our customers.” “The common philosophies and values that our two companies share, make this acquisition a win for all parties,” concluded Singer, “as

December 2010 both organizations have built their businesses on offering similar value propositions: quality products, high service levels and overall customer value.” Katun Corporation headquartered in Minneapolis, Katun Corporation is one of the world’s leading alternative suppliers of compatible imaging supplies, photoreceptors and parts for the office equipment industry. With nearly three decades of expertise, Katun now serves more than 18,000 customers in 150 countries. For more information, visit Katun online at www.katun.com. Media Sciences International, Inc. is a leading independent manufacturer of color toner cartridges and solid ink for office color printers. As a premium-quality price alternative to the printer manufacturer’s brand, Media Sciences’ newly manufactured color toner and solid ink products for use in Dell®, Samsung®, Xerox®, Tektronix®, OKI®, Ricoh®, Konica-Minolta/Minolta-QMS®, Epson®, and Brother® office color printers deliver significant savings when compared to the printer manufacturer’s brand. u FMAudit Announces the Release of FMAudit Enterprise V 3.2 November 1, 2010, Jefferson City, MO - FMAudit, a leader in the development of managed print software solutions has announced the release of FMAudit Enterprise Version 3.2. The latest release provides over 180 new and expanded features, user interface enhancements and process improvements to the industry leading MPS software offering. Highlights of the new release from FMAudit include Green Impact Reporting for fleet environmental optimization, expanded meter validation tools and reporting, expanded remote Onsite software deployment options and enhanced “blacklist” device data collection options. “Our 3.2 product release is part of a very aggressive development roadmap for the FMAudit MPS software solutions over the next six months.” stated Kevin Tetu, FMAudit CEO. “As the Managed Print Services industry matures, the need for enhanced and expanded business process automation becomes even more critical, for dealers to deliver the highest level of supply and service support and maximize profitability. Our past product development vision has positioned our product with a solid foundation to allow us to quickly address the needs of the growing MPS industry. Along the way, our biggest asset in helping to focus our development and vision has been our clients.” Current FMAudit clients are being notified of upgrade process and procedures. Companies interested to learn more about the FMAudit software solution and the new 3.2 Release should contact FMAudit at 573-632-2461 or visit www.fmaudit.com to request information. u UNINET ABSOLUTE COLOR TONER & COMPONENTS FOR USE IN RICOH AFICIO MP C3500 & MP C4500 Los Angeles, CA - UniNet announces the release of Absolute Color® toners, Smartchips™ and compatible toner cartridge qualified to use in the Ricoh Aficio MP C3500 and MP C4500 Series Color Copiers. The Ricoh Aficio MP C3500 (35 ppm) and MP C4500 (45 ppm) are versatile, high output copiers presenting a wide array of features including automatic duplexing, 600 x 600 dpi printing, copying, scanning and faxing capabilities. Paper handling options include a sorter, stapler and additional paper trays. This copier utilizes toner cartridges rated at 23,000 pages for black and 17,000 pages for color. u To Read the complete unedited versions of Press Releases submitted each month, please visit www.enxmag.com. u enx magazine

December 2010

Display Advertiser Index ACM 03 Authorized National Copystar, Konica Minolta & Toshiba Distributor for Copiers, Printers, Faxes, Supplies and Parts Phone: 800-722-7745 Fax: 800-767-9722 askacm@acmtech.com www.acmtech.com AFEX Mark E. Duva VP Sales & Marketing AFEX International (H.K.) USA Office Phone: 562-921-7273 USA Cell Phone: 480-612-5297 Fax: 480-323-2520 SKYPE mark.duva2 markduva@sbcglobal.net markduva@afex.cc California Office 15320 Valley View Ave. Unit 4 La Mirada CA. 90638 web: www.afex.cc

All Leasing Services 30 Repo/Offlease Copiers, Printers and Faxes Phone: 949-727-3750 Fax: 949-727-3850 www.alscopiers.com Ann Barr - Selling Supplies Phone: 757-463-0924 annbarr3@cox.net www.sellingsupplies.com

Arete Office Supplies OEM and compatible copier, printer, and fax supplies. Phone: 408-225-5410 Fax: 408-225-5582 reedm@areteoffice.com

BEI Services Phone: 307-587-8446 sales@beiservices.com www.beiservices.com

Carolina Wholesale www.cwholesale.com

Collins Distributing Phone: 800-727-0884 Fax: 901-396-8614 sales@collinsdistributing.com www.CollinsDistributing.com

Copier Careers Copier Employment Placement Phone: 888-733-4868 Fax: 800-464-3434 mail@copiercareers.com

enx magazine

Copier Clearance Center Buy & Sell New and Used Copiers Phone: 800-393-6355 Fax: 916-617-2742 copyclear@att.net

Copier Network Coast to Coast Service Extensive Canon and Ricoh Selection Phone: (510) 746-2080 www.copiernetwork.com sales@copiernetwork.com

Databazaar.com Cartridge, toner and print supplies Phone: 888-335-3282 corpsales@databazaar.com

DPI Direct Precise Imaging Phone: 888-376-7311 www.directpreciseimaging.com

Electronic Business Machines Copiers/Printers Parts & Supplies Phone: 800-832-6522 Fax: 859-281-6328 www.ebmky.com

Escalera Copier Moving Devices Phone: 800-622-1359 Phone: 530-673-6318 Fax: 530-673-6376 www.escalera.com

Express Sales Corp Phone: 877-777-5001 www.escorp.biz

FMAudit Remote meter reading and Managed Print Services www.fmaudit.com

Impact Technology Off Lease & Export Copiers Phone: 866-848-4900 www.offleasecopiers.com

Industry Analysts Inc. Product Testing Specialists Phone: 585-232-1119 Fax: 585-454-5760 www.indystryanalysts.com

Intercom Exporting Inc Minolta Copiers, Parts and Supplies Phone: 800-960-1119 Fax: 954-978-2412

Imcopex Distributors of Copiers, Printers & Faxes OEM & Compatible Supplies Canon, Minolta & Sharp Parts Minolta, NEC & Sharp Machines phone:800-947-2679 Fax: 321-952-9040 www.imcopexamerica.com

ITC Supplies Phone: 877-933-5558 Fax: 610-431-1300 www.itcsupplies.com

ISC Phone: 941-961-7897 www.ISC-Inc.org

Frontier Imaging 28 Distributor of Copier, Printer & Fax Supplies Phone: 888-530-8811 Fax: 310-898-2788 www.frontierimaging.com Greater Philadelphia Equipment Co. 23 Copiers, Accessories, Fax Options & Print Controllers Phone: 215-788-7111 Fax: 215-788-4445 gpec1@verizon.com I.C.E. International Copier Exchange Wholesaler of Copiers Phone: 888-423-2679 www.copierpoint.com

IDS-International Digital Solutions 19 Authorized Toshiba Distributor for Copiers, Printers, Fax OEM Parts & Supplies Phone: 888-372-3700 Fax: 562-921-1167 suzannecarter@idswc.com

ITEX 2011 Walter E. Washington Convention Center Washington D.C. March 22-23,2011 www.itexshow.com

Jamex Copier/Printer/Fax Vending Applications Phone: 800-289-6550 Fax: 607-533-8809 www.jamexvending.com

Lyra Imaging Symposium Rancho Las Palmas Resort and Spa Rancho Mirage, CA January 24-26, 2011 Phone: 617-454-2612 www.lyra.com/symposium

Mambo Trading Distributor of Copier, Printer, & Fax parts and supplies. Phone: 877-626-2676 Fax: 562-663-9037 ask@mambo-trading.com

Mars International Wholesaler of Pre-Owned Copiers Phone: 866-866-MARS Fax: 973-777-5889 www.marsintl.com

Midwest Copier Exchange Used Copier Wholesaler Phone: 800-863-3693 www.midwestcopier.com

Oki Data

OKI Printing Solutions www.okidata.com Parrot Distributing

Authorized Panasonic Panaboards and Printers Wholesale Distributor Phone: 800-451-3336 Fax: 423-855-1434 www.parrotdistributing.com Parts Drop

Copier Parts, Supplies, & Tech info. 201-387-7776 www.partsdrop.com

MSE Phone: 800-418-4968 (US-East Coast) Phone: 888-561-4541 (Canada) Phone: +31-36-522-2601 (Europe) www.mse.com

MWA Intelligence, Inc. Phone: 800-275-2371 sales@mwaintel.com www.mwaintel.com

Phone: 800-323-9523 Fax: 800-832-4548 www.precisionroller.com Prinko

Factory Direct Wholesaler in USA USA Phone: 626-389-8988/626-389-8989

Nation Wide Repair Service 65 Complete Office Equipment Repair Service Phone: 866-655-8676 Tech Support: 800-798-1814 www.nwrsinc.com Niche Equipment Office Machines & Supplies Distributor Phone: 630-629-9220 Phone:877-446-4243 Fax: 630-629-6790 www.nichee.net

Precision Roller

Fax: 626-389-8986 sales@prinko.cn http://www.prinko.cn China Phone: 86-756-8526991 / 8529662 Fax: 86-756-8526993 sales@zhprinko.cn http://www.zhprinko.cn Printer Essentials

Remanufacturer of Compatible Copier, Printer, and Fax Supplies.

NuWorld Business Systems 14 - 18 Copier, Printer, Fax & Business Machine Supplies Phone: 800-729-8320 Fax: 562-921-4055 info@nuworldinc.com www.nuworldinc.com OES Solutions Distributor of Copiers, Copier Parts, and Supplies Phone: 317-867-4999 Fax: 317-867-4920 info@ oes-solutions.com www.oes-solutions.com

Office Land OEM Parts for Copiers and Printers Phone: 818-778-0100 Fax: 818-778-0101 www.officeland.ws

Phone: 800-965-1180 Fax: 775-850-2630

TonerFarm One-stop source of remanufactured laser toners as well as inkjets. We offer a wide array of brands and models, from the ancient to the most modern digital copiers, faxes and computer printers. Phone: 800-550-0366 Fax: 714-441-7080 sales@tonerfarm.com www.tonerfarm.com

Toshiba Copier / Print Manufacturer Phone: 800-GO TOSHIBA www.toshiba.com

Uninet www.uninetimaging.com

United Supply Wholesaler of OEM Imaging Supplies Phone: 866-212-5884 Fax: 818-885-0511 sales@unitedsupply.com

Vendapin LLC Copier/Printer/Fax Vending Applications, Credit Card/Coin-Op Payment Stations Phone: 866-374-9314 sales@vendapin.com www.vendapin.com

Wal Group, LLC Factory Direct Wholesaler of Premium Laser Toner Cartridges Phone: 877-368-7788 Fax: 626-336-7077 sales@walgroupllc.com

West Point Products Phone: 1-800-624-6991 USA Phone: 1-800-338-2274 Canada www.westpointproducts.com

YFC-Boneagle Electric Co. Ltd. Total solution provider on residential and commercial cabling. Phone: 1-909-718-5275 Fax: 1-909-348-5845 jackchen@cables.com.tw www.cables.com.tw

Ziprint Image Phone: 909-869-0730 Fax: 909-869-0736 sales@ziprintimage.com

www.printeressentials.com Pros Elite Group

jerry.newberry@beipros.com www.beipros.com Ross International Buy and Sell Used Copiers Phone: 800-240-7677 Fax: 973-473-8800 www.ross-international.com Sinobase Network Technology LTD Phone: 852 2243 3287 Fax: 852 2191 3154 email: benhung@empties.com.hk www.inklaser.com

enx magazine

ENX Business Card Directory

December 2010

Escalera

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The Escalera CopyCaddy is the one tool you can not be without when moving and delivering copy machines. Using the Escalera CopyCaddy, one person can easily handle most console copiers.

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We Buy Supplies For Copiers, WE BUY Printers & Fax Machines ALL BRANDS Toner OF SUPPLIES! Imaging Units       

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Developers Transfer Belts Drums Drum Blades Fuser Rollers PM Kits All Consumable Supplies

Canon Drum Units WE BUY USED EMPTIES  IR 2200/2800/3300 Start Saving Today!  IR 2270/3570/4570 We Pay Cash  IR 330/400 Not Credit  IR 3200/3220 Culver Enterprises LLC

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enx magazine

ENX Business Card Directory

December 2010

Cartridge Warehouse International, Inc.

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Order On-line: www.LaserLandUS.com www.mruserfriendly.com Toll Free: 800-608-6637  248-738-5800 Fax: 800-866-3760  248-738-5801 mruserfriendly@comcast.net

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Your One Source for HP and Lexmark Printers and Printer Parts. HP M5035 NEW Printer

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HP M5025 NEW Printer

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HP and Lexmark Fusers, and Maintenance Kits OEM, 3rd Party and Refurb

HP P4015 Maintenance Kit NEW

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ImageRunner  DR-SCANNER  Fax Wide Format  Color/Monochrome Desktop  Multi-function

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$155 (with exchange) Register for a resale account online: accutekimaging.com

Call toll free (800) 218-9222 3957 Schaefer Ave. Phone: (909) 628-8300 Chino, CA 91710 Fax: (909) 628-8533 Email: sales@accutekimaging.com

Ricoh MZ790 RZ990 RZ220 RZ390 RZ590 1700 3700 3750 3770

JP8000 JP8500 JP4500 JP3000 HQ7000 HQ9000 * All Models Available

Rebuilt Duplicators * Retail Ready * Full Tech Support * Full Parts Support

PH: 405-912-1700 Fax: 405-912-1900 enx magazine

ENX Business Card Directory

December 2010

Toner King LLC. Wholesale Prices

Laser Toner Cartridge • High Quality Digital Multifunction Copiers (Copy, Print, Scan to Net, Fax and/or E-Mail)

• From Low Volume to High Volume Machines • Wide Format Engineering/Blueprint Equipment • We Export Worldwide

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Se Habla Español Vendemos Copiadoras Xerox y Oce para officina o imprentas

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Retail/Wholesale-Domestic/Export

www.ZeaportEquipment.com

Ph:630-893-0545 • Fx:630-894-9421 • 800-392-5918

THE INDUSTRY’S “ XEROX EXPERTS”! New Releases

info@nccreman.com

Mono Xerox 3200, 3250, 3300, 3428, 3600, 3635 Color

Xerox 6180, 6280, 6360, 7750, 7760

HP CB435A........................................... HP CB436A........................................... HP CB278A........................................... HP CB285A........................................... HP Q2612A........................................... HP 92298A / X....................................... HP C3906A........................................... HP C4092A........................................... HP Q2624A/ X....................................... HP 92274A............................................ Canon FX3............................................ Canon FX 8........................................... Lemxark T610/612................................ 1010 E Elizabeth Ave

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Hot Sale OEM Product

Brother TN100................................. $3.00 Brother PC91................................... $8.00 Minolta Pagepro 8/1100/1200.......... $25.00 Minolta 1600/3800 drum cartridge... $30.00 Sharp FO-4400 toner cartridge........ $30.00 Epson 5700/5800 toner cartridge.... $30.00 Sharp AL800 toner cartridge............ $45.00 Brother HL 960 /2060 toner cartridge.. $15.00 Cann EP-E toner cartridge.............. $15.00 IBM N24 4324 toner cartridge........ $30.00 Sharp UX-500 Ribbon..................... $6.00 KX-FA53 Ribbon.............................. $6.00 KX-FA55 Ribbon.............................. $8.00 HP 8500 toner cartridge....per set.... $200

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Looking for Used Copiers Used KIP, Any Wideformats

SALE Used Copiers: Konica, Canon, Toshiba, Ricoh Copiers

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YKC, Inc. One Broad Ave #1 Fairview, NJ 07022

Hela Chang herazus33@hotmail.com Phone: 201-313-0055 Fax: 201-313-0077

C 2009 Asay Media Network

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1-866-633-6688  562-633-6688

Looking for Ricoh Parts? OEM, generic, pre-owned, rebuilt parts & supplies  Service manual  No part number ok  Print / fax options and accessories 

www.leaderdt.com  Ask for Peter  peterl@leaderdt.com 9088 Rosecrans Ave.  Bellflower, CA 90706

QUALITY BUSINESS INC. WE ARE CURRENTLY BUYING EP3000, 3050, 4000, 4050, 5000, 5050, Minolta 6000, 6001, 8015, Di450, Di470, Di520, Di550, Di620, Di750, Di850 Ricoh

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enx magazine

AUTHORIZED DEALER & SERVICE CENTER FOR

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*Email ENX with your calendar events at: julia@enxmag.com enx magazine

TECHNICAL TIPS

DECEMBER 2010

SERVICE & PARTS DIRECTORY

HP LaserJet 4345 MFP Swing Plate Removal It Canâ&#x20AC;&#x2122;t Hide From Us

s the popularity of the LaserJet 4345 Multifunction Printers has increased, so have the number of questions on how to remove that tricky Swing Plate Assembly. In the September 2010, Vol. 17 No.9 issue of ENX we talked about the purpose and replacement reasons for the HP LaserJet 4200/4300 swing-plate assembly. The HP LaserJet 4345 MFP uses the same engine as the HP LJ 4300 so you would think it would be the same or at least similar. Well, not exactly. The LJ 4345 is a multifunction printer (mfp), which means there are a lot more items to remove in order to access the swing plate. Ultimately you will have to remove the printerâ&#x20AC;&#x2122;s power supply, just like in the 4200/4300, but getting to that power supply is what makes this such a long procedure. The following steps will help you locate the swing plate assembly, which by the way, is not in the service manual. Let us begin. 1. Turn the mfp off. Disconnect the power cord and all data and fax cables. 2. Open the top of the printer and remove the toner cartridge. 3. Remove tray 2.

Figure 2

Figure 1

Figure 3

4. Move to the left side of the printer and 6. Remove the fuser exit guide by slipremove the output tray by lifting slightly ping your index finger in along the left and pulling out. (Figure 1) side and bending in and pulling out. 5. Under the output tray, remove the duplex by pulling it straight out.

7. Remove the fuser by squeezing the blue clips and pulling straight out. (Figure 3)

(Figure 2)

8. Remove the rear left door by sliding it to the left to expose the formatter cage. (Figure 4)

9. Remove the formatter by removing the thumb screws and pulling out to the left. (Figure 5)

10. Remove rear right panel by removing one screw and prying at the 5 pry points (arrows on panels) then lift out. (Figure 6) Figure 4

Figure 5

Figure 8

Figure 7

11 a. Separate tray one from outer door. (Figure 7) 11 b. Remove door by sliding toward the rear or right. (Figure 8) 60

enx magazine

11. Remove the right rear panel behind tray 1 door as follows:

Figure 6

Figure 9

ss door

Tray 2 acce

Figure 10

11 c. Open tray 2 access door (Figure 9) and remove 6 screws and 2 clips and remove panel (Figure 10). Continued on 62

TECHNICAL TIPS

SERVICE & PARTS DIRECTORY

DECEMBER 2010

enx magazine

TECHNICAL TIPS Continued from 60

DECEMBER 2010

SERVICE & PARTS DIRECTORY

HP LaserJet 4345 MFP Swing Plate Removal

Figure 11

Figure 12

12. Remove top rear panel by lifting peg with small screw driver, (Figure 11) then lift panel in the center and slide right. (Figure 12)

Figure 14

14 a. Remove rear metal shield by removing 7 screws (Figure 14)

Figure 15

14 b. And disconnecting fan cable.

(Figure 15)

Figure 13

13. Remove right fan shroud by removing 2 screws. (Figure 13)

Figure 16

15. Remove left rear cover, one screw. (Figure 16, red circle)

16. Remove 2 formatter connectors, 2 shouldered screws each and reposition cables. (Figure 16, red arrows)

Figure 17

17. Remove rear left metal PFC shield, 10 screws. (Figure 17)

Figure 20

Figure 18

18. Remove PFC power supply, 4 screws and 3 connectors. (Figure 18)

Figure 21

Figure 19

19 a. Remove rear duplex guide by removing 2 screws. (Figure 19)

Figure 22

20. Disconnect white ribbon cables from DC Controller and let hang, then disconnect 19 b. Then pushing in lock button as shown in picture (Figure 20) and sliding out red cables (Figure 21, yellow arrows) as well as the blue and red cable (Figure 21, red arrow) also of the left side of printer. from DC Controller. Then push back through hole (Figure 21, red square) so all cables hang under the power supply. Push PFC cables through hole (Figure 22, red circle), then remove 3 screws (Figure 22, red arrows) in recessed area. 62

enx magazine

Continued on 63

TECHNICAL TIPS Continued from 62

HP LaserJet 4345 MFP Swing Plate Removal

Figure23 23 Figure

21. At the front of the MFP remove the control panel by prying under slots (3) at top, then disconnect cable. (Figure 23)

Figure 26

24. Remove white fan plenum, 2 screws. (Figure 26)

DECEMBER 2010

SERVICE & PARTS DIRECTORY

Figure 24

22. Remove filler strip at front side of ADF. (Figure 24)

Figure 27

25. Remove metal access panel under fan, 2 screws. (Figure 27)

Figure 25

23. Remove front panel by removing 2 screws from top inside edge as shown and 1 screw from right side (red arrows), then prying tabs as marked, 2 front, 1 left (yellow arrows). (Figure 25)

Figure 28

26. Disconnect fan cable and thermistor cable as shown. (Figure 28) 27. Remove 3 screws in recessed area. (Figure 28, red circles)

28. Lift out printer power supply from left and remove. (Figure 29) 29. Remove power supply guide (see inset) by pushing in lock button. (Figure 30)

Figure 29

Figure 30

30. Remove cable protector behind power supply guide by first loosening purple cable (Figure 31, red arrow) from guides just for slack. Then pry lock tabs on 3 sides of the cable protector and let hang from purple cable underneath power supply. 31. Remove swing plate by removing 3 screws, and slide down and out. (Figure 32) 32. Reinstall new swing plate by lining up pegs in holes and inserting engagement foot into hole in front. Once the swing plate is changed, reverse the procedure to reassemble the printer. u

Figure 31

Figure 32

This article is contributed by Parts Now! Technical Support. If you have any questions, please email to: tsupport@partsnow.com or visit their website www.partsnow.com. enx magazine

SALES & MARKETING

We Saw It In ENX Magazine

DECEMBER 2010

ARE PROSPECTS LIKE CATS? By Ann Barr

f you think about it, prospects are sort of like cats; if you chase them, they will run away. Sweet talk and treats can persuade a cat to approach you, like presenting benefits to prospects. The “what’s in it for me” thought process. Dogs, on the other hand, will usually think you are playing if you chase them.

and necessary, but it’s rooted in the macho selling image that, “If you don’t keep chasing, it means you’re giving up — and that means you’re a failure.”

So . . . are you caught in the trap of chasing prospects? Leaving voice mail message after voice mail message? There is a better way.

It costs five times more money to attract a new customer than to keep an existing one. Before you go out investing hundreds or even thousands of dollars chasing after new clients, think about the acres of diamonds in your own back yard.

Donald Trump (not one of my favorite people but, okay . . . he has been sort of successful) once said: “In selling you must never appear desperate. As soon as you look desperate, it’s over.” Craig Klein suggests a unique way to stop chasing prospects: Fire them. Yes . . . fire them. This is the script he suggests: “Hi, this is Craig Klein, with [his company]. We help companies like yours grow sales by helping them market and sell more effectively. I’ve left a few voice mails and sent a couple of emails and haven’t heard back from you. At this point, I’m going to assume that this is just not a priority for you at this time and I’M GOING TO TAKE YOU OFF MY CALL LIST. If there is anything I can do for you, please feel free to contact me at [his telephone number].” Wow! Shocking, right? But if you think about how many times you call a prospect without reaching them, multiply that by the one or two minutes it takes to make the call and leave the voice mail and then multiply that by the number of new prospects you pursue each month, it adds up to a LOT of time! This could be a key reason that sales people can get frustrated and discouraged by cold calling. They are not in control. They can’t even get to talk to their prospect. You can get a feeling of inadequacy because it feels like you’re dialing the phone a lot, but you’re not talking to anyone that can buy. Most sales people find themselves calling the same list of prospects that they called last week and wondering, how many times have I called this guy? How many more time will I have to call to get to talk to him?

Sales Pressure is a Major Cause of Rejection Never chase a potential client—you’ll only trigger more sales pressure and more rejection. “Chasing” potential clients has always been considered normal 64

enx magazine

The people that you’ve done business with previously thought enough of you at some point to buy from you. Why not go back and re-cultivate that relationship? It will cost you onefifth of the cost of finding a new client and is much easier and more productive than chasing after new prospects who don’t return your calls. u Ann Barr is a consultant and sales coach who has written eight books on sales and marketing. You can sign up for Ann’s free Weekly Sales Tips e-mailed newsletter at her web site www.sellingsupplies.com

rea!time immed!ate va!ue

TECHNICAL TIPS

SERVICE & PARTS DIRECTORY

DECEMBER 2010

NWRS has helped our customers save more than 300 million dollars over the past 25 years. How much have you saved? With up to a 70% savings over purchasing a new OEM part and no extra fees for same-day rush service; we have the tools you need help tighten down your bottom line. We have handcrafted our services to provide you with the best, no-hassle tools in the industry. Resources such as live online help, toll free hotlines and a technical staff with expertise on the machines you sell and service. Simple tools like the easiest parts exchange program you will find and the convenience of being a full service repair facility in the center of the United States. Using NWRS is like getting a 70% discount on your parts expenses. Now—that’s a tool that works for you every day. Give us a call today. | Customer Service: 866.655.8676 | Technical Support: 800.798.1814 | www.nwrsinc.com

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Printer Tech Tips Model Focus: HP LaserJet P3005, M3027MFP, M3035MFP Problem - Grinding, typically and most often after replacing the fuser Troubleshooting: A grinding problem can occur with normal printing; however, most of the time it happens after changing out the fuser assembly. After replacing the fuser you may hear a rumbling sound from the rear side of the printer. This rumbling, or grinding, is due to the newly replaced gears working with the worn fuser drive gears and/or broken or worn bushing. When the printer is turned on, the fuser and exit rollers spin at a very slow speed for about 2 seconds then run at full speed for about 5 seconds. The second faster speed is usually when you will notice the noise starts. The main drive assembly initially turns the fuser, and then the fuser drive assembly engages the fuser at full speed using the set of four fuser drive gears. To eliminate any grinding noise, replace the worn fuser drive gears and fuser. u This Tech Tip is contributed by Laser Pros. Visit their website www.laserpros.com or email any questions to: scotts@laserpros.com.

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TECHNICAL TIPS

SERVICE & PARTS DIRECTORY

DECEMBER 2010

FREE TECH HELP Subject: CS 2250

Subject: CANON IR3300 blank in middle

Question: Help guys!!!! I am NOT an IT guy or a computer guy, nor have I ever claimed to be. I have a very upset CONTRACT customer that is having nothing but problems printing to the CS-2550. Their OS is Windows 7, and I have gone there and tried to turn on Duplexing from the PC by going into device settings, but there is no darkened box to check.

Question: I was there a few weeks ago and the toner was not coming on the mag roller in the middle and therefore the image was very light or nonexistent in the middle of the page. I took apart the developer, emptied out the toner and cleaned out the unit. I put the same toner back in but stirred and shook it up well before doing so. Copies were fine then. Just got a call Friday that the white area is back again toward the middle of the page. I was thinking of pricing the dv unit as opposed to changing the mag roller, although I am wondering if I shouldn’t remove old toner and put fresh toner in first.

Also, they get “print mode error.” Whenever they turn the copier off or on then they can print for a while, but the same error returns. Please help with the step-by-step procedure to go into the computer and turn on duplexing and whatever suggestions you have for the “print mode error.” Thanks in advance for your help. Answer: My expertise is not in networking either, or in 7, but if I am not mistaken, you have to go to the properties tab and toward the right there is a tab for advanced. You have to tell the computer what is installed on the machine. How many trays, duplex, etc, if I am not mistaken. Answer: Also try downloading the drivers for Win7 again, maybe the one you have doesn’t have all the functionality in it. Good Luck. Answer: Also make sure if windows 7 is 32 bit or 64 bit. Answer: The next time they have the “printer error” message have them put a piece of paper in the bypass tray. I have seen this many times. The program is trying to print to the bypass tray. Sometimes it is printing an envelope to go with the “letter.” Or it is asking for a different sized paper than what is in the trays. Plus, if they are printing pdf files there is a setting that HAS TO BE TURNED off. In the actual print screen there are two options. The lower of the two has (I’ll paraphrase) Print only to pdf dimensions. That option must be unchecked. I have seen scanned documents that are 8x10 1/2 or even A4 sized paper which is European standard paper. Answer: Wake up the IT guy to enable Admin rights for you. Answer: I ran into this problem also where the “print mode error” message came up erratically. I found a sheet of crumpled paper behind one of the trays, activating the paper switch inside the rear of the machine. Also, if there is a print job set to print from the bypass on that machine, it will not allow you to duplex. You have to select a cassette tray for the duplex mode to be turned on for that specific job. Also if you go to the print driver, click “Properties” then “Device settings”, then “Auto Configure”. This will automatically configure the driver as to what the machine has for features. OR.... try a different driver, get the latest from KMA. Hope this helps! 66

enx magazine

Answer: I am not sure about the Canon range but I have had some very weird faults in the Kyocera Mita/Utax digital range due to toner. If it is a mono component machine I would clean out all of the toner, and then try new toner first, before going to the expense of a Dev Unit. Answer: When you clean out the developer check if the stirring arms are working in the developing unit, then, use fresh toner. Question: I’ll check that out although a month seems like a long time. I would guess that if the stirring arms were a problem the void in the middle would occur sooner. I’ll check anyway even though I thought I did the last time around. Thanks again. I’ll let you know what happens when it’s finally resolved. Answer: You should let the machine put the toner in the DV itself with service mode though...just saying...sometimes we think old-school and forget the machine can do it better itself. Good luck.

Subject: Xerox WC 4150 w/ black lines Question: Okay? Thanks in advance! The black lines seem to cover the whole sheet on copy mode, but internal prints are fine. Copier is brand new! I didn’t sell it to them...Thank goodness. Have a great weekend everybody. Answer: Something either in the optics or the CCD. Answer: Make a copy off the platen. If there are no lines, then it is on the scan glass (small glass to the left of the platen glass).u

Tips appearing in this section are reprinted courtesy of Smarka! The Copier Tech’s Info Source. Tips are randomly selected from submissions emailed to Smarka! Smarka! and ENX Magazine make no guarantees as to the accuracy of tips presented here. Email your tips to Tips@smarka.com. All tips become public domain.

enx magazine

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