ENX Magazine May 2015 Issue

MAY 2015

VOLUME 22 NO. 5

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

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The Difference Makers

People in the Document Imaging Industry Making a Difference

Compensation – The Rudder of Your Ship!

Office Technology Service Excellence Diamond Award Winner

Digital Office Systems

Datamax President Barry Simon on Making All the Right Moves The 30 Minute Relationship Business Profile

The 10 Biggest Mistakes Business Buyers Make ENX Magazine ENX Magazine PO Box 2240 Suite 729 PO Box 2240 Suite 729 Toluca Lake, CA 91610-0240 USA Toluca Lake, CA 91610-0240 USA tel: 818-505-0022 tel: 818-505-0022 / fax: 818-505-9972 fax: 818-505-9972 email: enx@pacbell.net email: enx@pacbell.net www.enxmag.com www.enxmag.com

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e e n n xx

16 12 24 20 32

In This

Issue e n x

EDITOR’S NOTE EDITOR’SNOTE NOTE EDITOR’S

Between The Lines

Between The Lines Between The Lines: Celebrating the Document Imaging Industry’s INDUSTRY STATE OF THE INDUSTRY STATE OF THE INDUSTRY Difference Makers

of 2015 2015 Trends and Trendsetters of

CullenMakers: People in the Document Imaging Industry The Difference

By Scott Making a Difference NEWS NEWS BRIEFING BRIEFING By Scott Cullen HP Sheds More Resellers As As It It Implements Implements New New Qualified Qualified

EDITOR’S NOTE Supplies Program 16 Between The Lines BUSINESS PROFILE

By Charles Brewer In This56 24Square 9: For Dealers and Resellers in Search of a True

Staff Staff

Issue

STATE OF THE INDUSTRY

of 2015 40 Content Management Solutions Partner Static Control

By Scott Cullen 44 32A Conversation HP Sheds More with Resellers AsJustus, It Implements New Qualified 60 Keith President of Keith Justus, President of Business Business BUSINESS PROFILE PROFILE BUSINESS PROFILE Trends and Trendsetters

DEALER NEWS SPOTLIGHT: BRIEFING SPOTLIGHT: DEALER SPOTLIGHT: SERVICE EXCELLENCE DIAMOND AWARD WINNER

Digital Office Systems Continues to Meet Customers’ Supplies Program Copier Solutions

By Charles Brewer Expectations with Superior Service

48 40BEIStatic Services and ENX Magazine Magazine to to Acknowledge Acknowledge Service Service Control 64 Excellence in 2015 Compensation – The Rudder of Your Ship!

44 A Conversation with Keith Justus, President of Business Charles Lamb 54 ByThe Copier Solutions Year Ahead

By Brad Roderick BEI Services and ENX Magazine to Acknowledge Service 66 48 Excellence in 2015 to Office Technology and Managed From Office Supplies 58 Services: How to Win OverPresident a New Prospect Prospect Datamax Barry Simon on Making All the SERVICE EXCELLENCE EXCELLENCE SERVICE EXCELLENCE BUSINESS PROFILE

MANAGED SERVICES

Staff

DEALER SPOTLIGHT:

SALES MARKETING SALES & & MARKETING MARKETING

Susan Susan Susan Neimes Susan Neimes

SERVICE EXCELLENCE

DEALER SPOTLIGHT

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

Susan Neimes

MANAGED MANAGED IT IT

SALES & MARKETING 54

By Dave Sobel The Year Ahead Right Moves

Publisher & Managing Editor

By Brad Roderick

60 58The 10 Biggest Mistakes Business 70 Business Sellers Sellers Make Make –– Part Part 11 of of 33 to Win Over a New Prospect The How 30 Minute Relationship EXIT EXIT STRATEGY STRATEGY SALES & MARKETING MANAGED IT

By Jim Zipursky

By Dave Sobel

By Troy Harrison

Advertisers Index Index 62 60Display The 10 Biggest Mistakes Business Sellers Make – Part 1 of 3 Calendar of 72 Events Calendar of Industry Industry Events 65 The

By Jim Zipursky 10 Biggest Mistakes Business Buyers Make – Part 2 of 3 Printer Tech Tip Printer Tech Tip Display Advertisers Index

By Jim Zipursky 66 62

By Laser Pros EXIT STRATEGY

Scott Cullen Scott Cullen Scott Scott Cullen

EXIT STRATEGY

Editorial Director Editorial Director Editorial Director Editorial Director

Scott Cullen

Editorial Director

Prosof Industry Events Calendar 65By Laser PRINTER TECH TIP Free Tech Help Printer Tech Tip Free Tech Help 68 66 78 By Laser Pros

By Smarka!

By Laser Pros

By Smarka!

Free 4110 Tech Help Style 68Xerox Xerox 4110 Style Fuser Fuser Repairs Repairs 70

By Smarka!

Britt Horvat 74 By

By Britt Horvat 4110 Style Fuser Repairs 70 Xerox By Britt Horvat 78 ® ®

DISPLAY ADVERTISERS INDEX

Ronelle Ingram Ronelle Ingram Ingram Ronelle Ronelle Contributing Editor

Contributing Editor Contributing Editor Contributing Editor Ronelle Ingram Contributing Editor

®

CALENDAR OF INDUSTRY EVENTS

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engage ‘n exchange

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

Christina Kim Christina Christina Kim Kim Christina Kim Christina Kim Associate Editor

14 10 14 14

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La Revista del Distribuidor Dealer Source La Revista Revista del del Distribuidor Distribuidor Dealer La Dealer Source Source La Revista del Distribuidor Dealer Source

Latin America Corporate Office Corporate Corporate Office Office Susan Neimes -- susan@enxmag.com Corporate Office Susan Corporate Office Susan Neimes Neimes - susan@enxmag.com susan@enxmag.com 10153 1/2 Riverside Drive., Suite 729, Toluca Lake, CA 91602 Susan Neimes susan@enxmag.com Susan Neimes - -susan@enxmag.com 10153 Drive., Suite 10153 1/2 1/2 Riverside Riverside Drive., Suite 729, 729, Toluca Toluca Lake, Lake, CA CA 91602 91602 10153 1/2 1/2 Riverside Drive., Toluca CACA 91602 tel.

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Contributors Troy Harrison | Troy Harrison is the author of “Sell Like You Mean It!” and a Speaker, Consultant, and Sales Navigator. He helps companies build more profitable and productive sales forces with his cutting-edge sales training and methodologies. For information on booking speaking/training engagements, consulting, or to sign up for his weekly E-zine, call 913-645-3603, e-mail Troy@TroyHarrison. com, or visit www.TroyHarrison.com..

Charles Lamb | Charles Lamb is the President and CEO of Mps&it Sales Consulting.

His firm delivers proven methodologies and processes that assist dealer principals seeking a successful transformation into the managed services space. He’s created complementary solutions including Funnelmaker, Gatekeeper, and Shield IT services. For more info, call 888.823.0006, e-mail him at clamb@mpsandit.com, or visit www.mpsandit.com.

Jim Zipursky | Jim Zipursky is the Managing Director of CFA-MidWest, an investment bank serving the middle market. Jim is a registered representative of Silver Oak Securities, Inc., member FINRA/SIPC. For more information visit www.cfaw.com/omaha. Follow Jim on Twitter (@jazcfane) for articles and information about M&A. For more information about Exit Strategies or Selling Your Business, feel free to contact Jim at (402) 330-2160 or jaz@cfaomaha.com.

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www.enxmag.com | May 2015

L I N E S

Celebrating the Document Imaging Industry’s Difference Makers This month we celebrate individuals in the document imaging industry who are making a difference. You may be familiar with some of the people we’re recognizing, or you may be reading about them for the first time. It’s a diverse mix that we’re acknowledging.

Some of these individuals are the thought leaders and individuals whose knowledge and opinions their peers and others in the industry value. Some have done and continue to do a terrific job of running their organizations and building a business. Others are contributing to their organizations behind the scenes, but still making a difference.

If you attend industry events you’re likely to see some of these folks there, hosting panels or seminars, sitting on panels, and networking with other document imaging industry professionals. Some of the individuals who are making a difference are active on social media or are contributing blogs and articles to industry publications, and some of them I consider my most valuable sources for information about all segments of the document imaging industry.

We had a great time putting this feature together over the past three months, but we couldn’t do it without an enormous amount of help.

We received input from dozens of individuals from every segment of the industry, including OEMs, services, solutions, and supplies providers, as well as dealers and industry analysts. Those who heeded our call for recommendations responded with enthusiasm. Since the plan is to make this a regular yearly feature we hope more individuals from the document imaging industry will offer their input for next year’s edition.

There was a fair amount of consensus on many of the difference makers profiled in this issue. If you’re plugged into the industry, some of these selections aren’t going to surprise you all that much.

We also received recommendations for people who we might not have considered initially, but after reading the reasons why they were recommended, we were convinced that they are indeed making a difference as well.

In addition to the difference makers we’re profiling in print, be sure to visit www.enxmag.com or read our weekly newsletter in May where we’ll identify other individuals from the industry who should also be on your radar.

Thanks for reading.

Scott Cullen Editorial Director

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C911DN Multimedia Production Duplex Color Printer C911DN

MULTIFUNCTIONS

FAXESCX2731 & PRINTERS

50ppm BW/Color Multimedia •Production • 530 Sheets Duplex Color Printer

+ 300-Sheet MPT ••2GB RAM Mem. 50ppm BW/Color • 530 Sheets + 300-Sheet MPT •$ 2GB RAM Mem.

1000 REBATE

BIG

BIG SALE! SALE! C931DN.................................................

679 BEST BUY $ Rebate $750 MC770MFP..........................................

679

BIG SALE BIG SALE MB770F/FX.........................................

MC780FXMFP..............................

55ppm B&W MFPs

25ppm B&W/ Color MFPs

BIG

SALE!

BIG BIG

SALE!

SALE!

$250 Rebate CLX-8640ND.................................... $300 Rebate CLX-8650ND....................................

BIG Rebate SALE! CLX-8640ND.................................... $150 SL-C2620DW....................................

$200 Rebate SL-M4530NX.....................................

BIG SALE! SL-M3370FD..................................... $400 Rebate SL-M4583FX......................................

BIG Rebate SALE! CLX-8650ND....................................

BIG SALE! $125 SL-M2070FW.....................................

CLP-775ND...................................... $100 Rebate SL-M4580FX......................................

BIG Rebate SALE! SL-C2620DW.................................... $175 BIG SALE! ML-4512ND......................................

SL-M4583FX................................. $50 Rebate SL-M3820DW....................................

BIG Rebate SALE! CLP-775ND...................................... $225 ML-5012ND......................................

BIG SALE! SL-M4580FX...................................... $50 Rebate SL-M4020ND..................................... ML-4512ND......................................

BIG Rebate SALE! $250 ML-5017ND......................................

BIG SALE! SL-M3820DW.................................... $200 Rebate BIG Rebate SALE! ML-5012ND......................................

SL-M5370LX...................................... $250 ML-5515ND......................................

BIG SALE! SL-M4020ND.....................................

BIG Rebate SALE! ML-5017ND...................................... $50 Rebate $350 SL-M3870FW.....................................

ML-6515ND......................................

BIG SALE! SL-M5370LX......................................

BIG Rebate SALE! ML-5515ND...................................... $125 $95 Rebate SL-C2670FW....................................

SL-M4070FR......................................

BIG SALE! BIG SALE! SL-M3870FW..................................... ML-6515ND......................................

ALL REBATES ARE VALID THROUGH MARCH 31, 2015 BIG SALE! BIG SALE! SL-C2670FW....................................

SL-M4070FR......................................

CALL FOR SPECIAL PRICING !

DOCUMENT SCANNERS SCANSNAP DOCUMENT SCANNERS IX500

30ppm B&W/ Grayscale/ Color (Simplex) 30ppm B&W/ Grayscale/ Color (Simplex) 25ppm B&W/ Grayscale/ Color (Simplex) 25ppm B&W/ Grayscale/ Color (Simplex)

INCREDIBLE

DEAL!

INCREDIBLE

BIG SALE! BIG SALE!

M601N/DN

$100 BIG REBATE SALE! $100 BIG M601DN

$50 BIG REBATE SALE! $50 BIG

DEAL!

659

DEAL!

$

INCREDIBLE

659

BIG SALE! PRINTERS & MULTIFUNCTIONS BIG SALE! PRINTERS & MULTIFUNCTIONS BIZHUB 4050 / 4750 BIZHUB C3350 / C3850 BIZHUB 224E 4050 // 284E 4750 / 364E BIZHUB BIZHUB C224E C3350 // C284E C3850 / C364E BIZHUB BIZHUB 224E / 284E / 364E BIZHUB C224E / C284E / C364E

Digital Duplicators

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

BIG SALE! BIG SALE!

CT-S801

300mm/s / 256K Mem.

CT-S601 CT-S801

200mm/s 300mm/s/ /384K 256KMem. Mem.

CT-S310II CT-S601

160mm/s 200mm/s/ /384K 384KMem. Mem.

CT-S310II

M602DN.........Big Sale!

MFPs & Faxes MFPs & Faxes FAX-3320L

33.6 Kbps

MP201SPF

Laser Fax FAX-3320L

21ppm B&W Copier

33.6 Kbps

MP-201SPF

1179

755

$ B&W Copier 21ppm

$ Laser Fax

1179

755 1999 50ppm BW/Color MFP SALE! AFICIO SP C821DN BLOWOUT $ 1999 BIG SALE! $150 REBATE SP 201NW................................................

SP C250DN..............................................

50ppm BW/Color MFP SALE! $

$

AFICIO SP C821DN BLOWOUT

$

$40 REBATE $45 REBATE SP 4100NL / 4310N..................................

SP C320DN.............................................. $80 $180 SP SP $100 REBATE REBATE BIGREBATE SALE! SPC431DN..............................................

201NW................................................

SP 5200S.................................................

C250DN............................................. $80 REBATE $200 SP 6330N.................................................

SP 5210SF / SR........................................

BIG SALE! BIG REBATE SALE! SP 4100NL / 4310N.................................. SP C320DN.............................................. $300 $75 SP SP BIG REBATE SALE! BIGREBATE SALE! SP 5200DN..............................................

C431DN..............................................

SP C250SF...............................................

5200S................................................. $260 REBATE SP C252SF............................................... $80 REBATE SP 5210DN..............................................

BIG SALE! BIG SALE! AFSP 6330N...........................................

SP 5210SF / SR........................................

REBATES ARE VALID TILL 3/31/15 OR WHILE SUPPLIES LAST! $300 REBATE $100 REBATE SPALL 5200DN..............................................

SP C250SF...............................................

BIG SALE! BIG SALE! SP 5210DN..............................................

SP C252SF...............................................

ALL REBATES ARE VALID THROUGH 4/30/15 OR WHILE SUPPLIES LAST!

Printers & MFPs

MS312DN

MS415DN PrintersMS510DN & MFPs

MS312DN

MS415DN

35PPM MONO LASER PRINTER 40PPM MONO LASER PRINTER 45PPM MONO LASER PRINTER

CALL!

CALL!

MS510DN $

150

35PPM MONO LASER PRINTER 40PPM MONO LASER PRINTER 45PPM MONO LASER PRINTER

REBATE

CALL! CS510DE

CALL! MX310DN

CALL! CX410E

CS510DE

MX310DN

CX410E $

32PPM COLOR LASER PRINTER 35PPM MONO LASER MFP

CALL!

CALL!

32PPM COLOR LASER PRINTER 35PPM MONO LASER MFP

CALL!

CALL!

32PPM COLOR LASER MFP

175

32PPM COLOR LASER MFP

REBATE

CALL!

MS315DN | 37PPM MONO LASER PRINTER.................CALL!

BIG SALE! BIG

SALE!

CS310N | 25PPM COLOR LASER PRINTER........$90 REBATE MS315DN | 37PPM MONO LASER PRINTER.....$90 REBATE! MX410DE | 40PPM MONO LASER MFP...........$180 REBATE PLEASE CALL FOR MARCH REBATES INFORMATION! CS310N | 25PPM COLOR LASER PRINTER.......$90 REBATE! CX310DN | 25PPM COLOR LASER MFP...........$150 REBATE MX410DE | 40PPM MONO LASER MFP.................BIG SALE! PLEASE CALL FOR REBATES INFORMATION! ALL REBATES AREMARCH VALID THROUGH MARCH 31, 2015!

CX310DN | 25PPM COLOR LASER MFP.........$180 REBATE!

P a r t s O r d e r H o160mm/s t l i/ 384K n eMem. : 562.977.4949 Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications.

Prespective a r t owners. s Order Hotline: 562.977.4949 Registered trademarks are properties of their CALL FOR SPECIAL PRICING

Image shown: CT-S801

M602DN...$180 Rebate M602X......$217 Rebate M602N............Big Sale!

ALL REBATES ARE VALID THROUGH 4/30/15 OR WHILE SUPPLIES LAST!

435

30ppm Color Desktop Scanner

M602N/DN/X

45ppm Monochrome 21ppm B&W/Color Rebate Network-Ready Printers M602N......$150 Multifunction Printers

LASERJET PRO P3015N.................................................BIG SALE! OTHER MODELS AS SHOWN: REBATE COLOR LASERJET M451DW....................................$100 COLOR LASERJET M551DN.....................................$187 REBATE LASERJET PRO P3015N...................................................BIG SALE! COLOR M651DN.....................BIG SALE! COLOR LASERJET LASERJET ENTERPRISE M451DW.....................................$100 REBATE LASERJET PRO M225DW MFP.................................$100 REBATE COLOR LASERJET M551DN............................................BIG SALE! LASERJET PRO M1536DNF MFP...............................$50 REBATE COLOR LASERJET ENTERPRISE M651DN.....................BIG SALE! LASERJET LASERJET PRO PROM425DN M225DWMFP.........................................BIG MFP.......................................BIG SALE! SALE! LASERJET PRO M521DN MFP..................................$225 REBATE LASERJET PRO M1536DNF MFP................................$50 REBATE LASERJET M525C MFP..................BIG SALE! LASERJET ENTERPRISE PRO M425DNFLOW MFP....................................$70 REBATE COLOR LASERJET PRO M276NW...................................BIG SALE! LASERJET PRO M521DN MFP..................................$250 REBATE COLOR LASERJET PRO M476NW............................$130 REBATE LASERJET ENTERPRISE FLOW M525C MFP..................BIG SALE! COLOR LASERJET PRO M570DN.............................$250 REBATE COLOR LASERJET PRO M276NW...................................BIG SALE! COLOR LJ ENTERPRISE M575DN MFP..........................BIG SALE! COLOR LASERJET PRO M476NW...................................BIG SALE! COLOR SALE! **ALLLASERJET REBATESPRO AREM570DN....................................BIG VALID THROUGH MARCH 31, 2015** COLOR LJ ENTERPRISE M575DN MFP..........................BIG SALE!

$

SCANNER 30ppm Color Desktop Scanner i2400 SHEETFED INCREDIBLE $SCANNER

LASERJET PRO LASERJET M602N/DN/X 21ppm B&W/Color PRO Multifunction Printers

REBATE REBATE SALE! SALE!AS SHOWN: M602X............Big Sale!

OTHER MODELS M601DN

SCANSNAP $IX500

Digital Duplicators

Image shown: CT-S801

M401N/DNE

435SHEETFED DEAL! i2400

DR-C225

Image shown: SD365 Image shown: SD365

LASERJET PRO LASERJET M601N/DN 45ppm Monochrome PRO Network-Ready Printers

35ppm Monochrome Network-Ready Printers

25ppm Color Desktop Scanner

DR-C130 DR-C225

*Image Shown: Bizhub *Image C364E Shown: Bizhub C364E

LASERJET PRO LASERJET M401N/DNE 35ppm Monochrome PRO Network-Ready Printers

25ppm Color Desktop Scanner

DR-C130

$250 Rebate MC780MFP.................................... $1000 Rebate MB760MFP..........................................

BIG Rebate SALE BIGRebate SALE $350 $1250 C931DN.................................................

MC770MFP..........................................

MB770MFP..........................................

MC780FMFP...............................

BIGRebate SALE BIG Rebate SALE $500 $1350 MB760MFP..........................................

MC780MFP....................................

MB770F/FX.........................................

MC780FXMFP..............................

SALE MB770MFP..........................................

MC780FMFP...............................

ALL REBATESBIG ARESALE VALID THROUGH MARCH BIG 31, 2015!

SALE! CLX-6260FD/ CLX-6260FW 25ppm B&W/ CLX-6260FD/ Color MFPs CLX-6260FW

$150 Rebate SL-M4530ND.....................................

• 27ppm Copy, Print, Scan, FaxColor 31ppm B&W With Duplex & •Network

$

SALE! SCX-6555N/ SCX-6555NX 55ppm B&W MFPs SCX-6555N/ SCX-6555NX REBATE SALE!

CX2731

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

REBATE SALE!

$200 BIG

Copy, Print, Scan, Fax With Duplex & Network

• 250-Sheet •Capacity 27ppm Color

BIG

SALE!

**NEW INTRO SPECIAL** SPECIAL**

High Speed Laser Fax | 33.6Kbps Super G3.............

$200 $150 BIG

35ppm B&W MFPs

HL-L8250CDN **NEW INTRO

$329 $329 32PPM COLOR PRINTER • DUPLEX • NETWORK........ $374 HL-L8350CDW MFC-L8600CDW 32PPM COLOR PRINTER • DUPLEX • NETWORK........ $375 30PPM COLOR MFP • DUPLEX • NETWORK............... $495 MFC-L8600CDW MFC-L8850CDW 30PPM COLOR MFP • DUPLEX • NETWORK............... $495 32PPM COLOR MFP • DUPLEX • W-NETWORK........... $559 MFC-L8850CDW 32PPM COLOR MFP • DUPLEX • W-NETWORK........... $559 FAX-2840

MONOCHROME & COLOR

LASERJET PRINTERS & MFPS MONOCHROME & COLOR LASERJET PRINTERS & MFPS

SCX-5935FN/ COPIERS • FAXES SCX-6545N • PRINTERS 45ppm B&W MFP SCX-5935NX 35ppm B&W MFPs SCX-5935FN/ SCX-6545N 45ppm B&W MFP SCX-5935NX

SPECIAL SALE!

MFC-7360N

Same Day Shipping

MULTIFUNCTION COPIERS • FAXES • PRINTERS MULTIFUNCTION

Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications.

Registered trademarks are properties of their respective owners. We Saw It In ENX Magazine

ALL REBATES ARE VALID THROUGH 4/30/15!

NBS / ENX | April 2015

NBS / ENX | May 2015 May 2015 | www.enxmag.com • 15 15

The Prime Source for

Since 1985 Since 1985

T E L: 800.729. 8320

FAX: 800.829. 0292

TEL: 800.729.8320

FA X : 8 0 0 . 8 2 9 . 0 2 9 2

Your Prime Source INSTANT REBATE SALE! INSTANT REBATE SALE!

ALL INSTANT REBATE PROMOS ARE VALID THROUGH MARCH 31, 2015 TO CANON PREMIER PARTNERS OR WHILE SUPPLIES LAST! ALL INSTANT REBATE PROMOS ARE VALID THROUGH JUNE 30, 2015 TO CANON PREMIER PARTNERS OR WHILE SUPPLIES LAST!

D1350 / D1370

MF8280CW / MF8580CDW MF810CDN / MF820CDN

Digital Copiers, Printers, Faxes, Scanners with Network

Color Copiers, Printers, Faxes, Scanners with Network

Color Copiers, Printers, Faxes,

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

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

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

D1350 / D1370

with Network MF8280CW / MF8580CDW Scanners MF810CDN / MF820CDN

100 $150 REBATE REBATE $ 100 $125

$

150 150 $210

$ $

D1350

D1370

8280CW

8580CDW

REBATE

REBATE

8280CW

8580CDW

MF8580CDW

Image Shown: MF8580CDW

100 $150 REBATE REBATE $ 225 175 $REBATE

$

810CDN

REBATE 810CDN

820CDN

820CDN

MF7470

MF9220CDN / MF9280CDN MF6180DW

Digital Copier, Printer, Fax, Scanner with Network

Color Copiers, Printers, Faxes, Scanners with Network

Digital Copier, Printer, Fax, Scanner with Network

•Digital 25ppmCopier, Printer, Fax, •Scanner Duplex Versatility with Network • 1200 x 1200 dpi Res. 25ppm •• 500-Sheet Tray Duplex Versatility •• 33.6 Kbps Super G3 Fax • 1200 x 1200 dpi Res. • 500-Sheet Tray • 33.6 Kbps Super G3 Fax

•Digital 22ppmCopier, Color/B&W Printer, Fax, •Scanner 384MB Memory with Network (MF9220Cdn) Up to5e/6, 35ppm •• PCL PS3 •(MF9280Cdn) 1200 x 600 dpi Res. • USB 2.0 Hi-Speed/ Ethernet/Wireless • 50-Sheet ADF

•Digital Up to 35ppm Copier, Printer, Fax, •Scanner 1200 x 600 dpiNetwork Res. with • USB 2.0 Hi-Speed/ •Ethernet/Wireless Up to 35ppm 1200 x 600 dpi Res. • 50-Sheet ADF • USB 2.0 Hi-Speed/ Ethernet/Wireless • 50-Sheet ADF $

MF7470

MF6160DW

MF6180DW

150 $200

$

200 REBATE BIG

$

REBATE

REBATE

$9220CDN

9280CDN

100 199 REBATE $ 125 $249

$

REFURBS

100 199

REBATE

SALE!

$

6160DW

REFURBS

REBATE

REFURBS

MF4770N / MF4890DW

LBP6670DN / LBP6780DN

LBP7660CDN / LBP7780CDN

Digital Copier, Printer, Fax, Scanner with Network

B&W Laser Printers with Network

Color Laser Duplex Printers with Network

Laser Printers •B&W 35ppm (LBP6670DN) •with 42ppm (LBP6780DN) Network • 500-Sheet Tray + •100-Sheet 35ppm (LBP6670DN) MPT Image Shown: LBP6780DN •(LBP6780DN) 42ppm (LBP6780DN) • 500-Sheet Tray + 100-Sheet MPT Image Shown: LBP6780DN (LBP6780DN)

LaserColor/B&W Duplex •Color 21/10ppm (LBP7660CDN) Printers with Network • 33ppm Color/B&W •(LBP7780CDN) 21/10ppm Color/B&W Image Shown: (LBP7660CDN) LBP7780CDN • 33ppm Color/B&W (LBP7780CDN) Image Shown:

MF4890DW

Printer, Fax, •Digital 24ppmCopier, B&W (MF4770N) •Scanner 26ppm B&W with(MF4890DW) Network • 250-Sheet Tray 26ppm B&W •• 50-Sheet Duplex •(MF4890DW) 250-Sheet Tray • Duplex Versatility • 50-Sheet Duplex • 128MB Memory

Image Shown: MF4890DW

60 $100 BLOWOUT REBATE REBATE $ $ 100 $159 SALE! 129 $

4770N

REBATE

4890DW

AFTER

LBP6670DN / LBP6780DN

LBP7660CDN / LBP7780CDN

150 $200 $139 $149 $150 $200 REBATE REBATE REBATE REBATE $ $ $ 150 200 $99 $149 150 $200 REBATE REBATE REBATE REBATE

$

6670DN

6780DN

LBP7780CDN

6030W

6200D

7660CDN

7780CDN

245 $ 145

$

7110CW

6780DN A l l REBATE s u p p l iAFTER eREFURBS s REBATE & P a 6670DN rts av a i l a b6030W l e f o6200D r p r7660CDN o m p t7780CDN d e l i v e7110CW ry!

ENX Magazine | www.enxmag.com

Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications.

16 ENX Magazine | www.enxmag.com

Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications.

Registered trademarks are properties of their respective owners.

A l l s u p p l i e s & P a r t s a v a i l a b l e f o r p rRegistered o m trademarks p t dareeproperties l i vofetheirr respective y ! owners.

Copiers • Printers • MFPs • Faxes • Scanners Copiers • Printers • MFPs • Faxes • Scanners Blind Drop Shipping

Same Day Shipping

Blind Drop Shipping

Same Day Shipping

FAXES

PRINTERS

FAXES

PRINTERS

Laser Fax w/ PC Print, Color Scan

Laser Fax w/ PC Print, Color Scan

UF-4500

UF-5500

UF-4500

10 $ $ 10 REBATE 309 $ 309

BIG SALE! BIG SALE!

10 $ $ 10 REBATE 419 $ 419 $

Laser Fax w/ PC Print, Color Scan

REBATE

MFPs

PANABOARDS

MFPs

PANABOARDS

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

Multifunction Business Fax w/ Network Print

Multifunction Business Fax w/ Network Print

Multifunction Business Fax w/ Network Print

Multifunction Business Fax w/ Network Print

UF-6200

UF-5500

$

Laser Fax w/ PC Print, Color Scan

UF-6200

20 $ $ 20 REBATE 625 $ 625 $

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

REBATE

UF-7200

UF-7200

UF-8200

UF-8200

REBATE

AFTER REBATE

AFTER REBATE

AFTER REBATE

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

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

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

DP-MB350

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

30 REBATE $ 30

50 $ 50

$

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

DP-MC210P / D / S1

$

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

KX-CL400

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

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

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

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

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

GENERAL SPECIFICATIONS Digital Color Laser Printer withBW/Color Network, One-Pass Print Technology • 18ppm • 1200 x 1200 dpi Res. • 530-SheetSPECIFICATIONS Cap. GENERAL 128MB BW/Color Memory •• 18ppm Ethernet / USB •• 1200 x 1200 dpi2.0 Res. Auto Interface •• 530-Sheet Cap. Switching • 128MB Memory

DP-MB350

535 $ 535

BLOWOUT

DP-MC210P / D / S1

MC210S1) • 2nd 520-Sheet Tray (MC210S1)

KX-CL400

• Ethernet / USB 2.0 • Auto Interface Switching

$ $ DUPLEX 359 FREE 555 $665 $799 WITH 40GB HDD SALE! MC210P MC210D MC210S1 BLOWOUT $ $ $ $ FREE DUPLEX 359 555 665 799 WITH 40GB HDD SALE! MC210D MC210S1 UB-5335 / 5835 UB-7325 /MC210P 8325 / EW UB-T880 / T880W UB-5338C / 5838C

• 33.6Kbps Fax Modem

$

2-Panel Electronic White Boards with Integrated Printer

UB-5335 / 5835

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

Interactive Electronic White Boards with Integrated Printer

Interactive Elite Electronic White Boards

GENERAL Interactive Electronic White SPECIFICATIONS Boards with Integrated Printer

GENERAL Interactive Elite Electronic SPECIFICATIONS White Boards

GENERAL 2-Panel Electronic SPECIFICATIONS Color White Boards

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

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

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

(UB-T880) • 46.26”H x 72.64”W (UB-T880W)

• USB 2.0 Full Speed • SD Memory Card

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

Image Shown: UB-8325

Copying (UB-8325/ UB-8325EW)

2-Panel Electronic Color White Boards

UB-5338C / 5838C

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

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

Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications.

Registered trademarks are properties of their respective owners.

NBS / ENX | April 2015

Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications.

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17 NBS / ENX | May 2015

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The Difference Makers:

People in the Document Industry Making a Difference

T Scott Cullen

his month we celebrate individuals who are making a difference in the document imaging industry.

The people we’re acknowledging represent every segment of the industry, from OEMs, to services, solutions, and supplies providers, to industry analysts, to those running key industry associations.

To assist us in making our selections we contacted dozens of respected folks across all segments of the document imaging industry as well as placed an open call for recommendations in the ENX/The Week in Imaging newsletter. The difference makers we’re profiling are a result of those efforts.

How do we define someone who is making a difference? Some are thought leaders, people whose knowledge and opinions their peers and others in the industry respect. Others have done a superior job of running their organizations and building a business, or in some instances, building multiple businesses.

Some are operating behind the scenes in their organizations, but making an impact nevertheless. Many of these folks are also prominent participants at industry events where you can find them hosting panels or seminars, sitting on panels, and/or networking with other document imaging industry professionals.

We expect this to become a popular feature in ENX and plan on presenting this yearly. We encourage more of our readers to contribute their recommendations going forward. Your participation adds greater credibility to this endeavor. In addition to the difference makers we’re profiling in print, be sure and visit www.enxmag.com or read our weekly newsletter in May to read about other worthy individuals from the industry who should also be on your radar.

And now, let’s meet our difference makers, presented in alphabetical order.

What they’re saying about Darrell:

Darrell Amy President Dealer Marketing Systems

“This guy lights up any room he enters and brings a welcome cocktail of wisdom, vision, and passion to any discussion. Darrell never turns away those in need of his wisdom, and always knows just the right answer for just about any problem.” Ken Stewart, Founder & CEO, ChangeForge

Why we think Darrell makes a difference:

For some reason, Darrell seems to be here, there, and everywhere at dealer events, sometimes presenting, sometimes exhibiting, and always working the room. No doubt about it, Darrell puts the “marketing” into dealer marketing, and there’s a whole wide world of dealers who have enhanced their Internet presence and social media profiles in their markets thanks to the work of Darrell and his team.

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ba—Bill Melo, Larry White, and someone who deserves a lot of credit for the company’s continued visibility in the document imaging industry and beyond—Sally Anderson. She may not be the go-to person for quotes and comments about products and strategic direction, but Sally’s contributions to the company are equally important in our estimation as she has been a positive presence within Toshiba for the past 15 years.

What they’re saying about Sally:

Sally Anderson Director, Marketing Communications Toshiba

Why we think Sally makes a difference: There’s a few constants at ToshiWe Saw It In ENX Magazine

“Sally Anderson is a highly-competent and talented executive.

Her attention to detail with all of Toshiba’s events is readily apparent. She personifies Toshiba’s reputation of being one of the most supportive OEMs to work with, both from a dealer and journalist perspective. You can always count on Sally to fix a problem.”

CJ Cannata, Partner/SVP, Brand Strategy and Development, The Cannata Report continued on page 22

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The Difference Makers: “She’s steering the marketing of a difficult company to steer. It’s not like marketing for Ricoh or Konica Minolta. She’s creative in the way she promotes Toshiba.”Lou Slawetsky, CEO, Industry Analysts

Milton Bartley President & CEO ImageQuest

Why we think Milton makes a difference:

Milton Bartley has a well-deserved reputation as one of the most knowledgeable entrepreneurs in the nation when it comes to Managed IT Services and Managed Print Services. That’s why you’ll often find him front and center at industry events sharing his knowledge with his peers and others in the industry. For someone who started out selling hardware, he’s had the foresight to move into new areas of opportunity ever since founding ImageQuest and is a shining example for any traditional office technology dealer looking to do the same.

What they’re saying about Milton:

“Milton is an example of successfully pivoting from the status quo copier model.”

Greg Walters, CEO, Greg Walters, Inc.

Brian Bissett Publisher & Editor The MFP Report

Why we think Brian makes a difference:

Meet an analyst and writer who isn’t afraid 22

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to speak his mind, even if some of the players in the industry don’t always appreciate his candor. We do. Also, don’t let the title of his publication fool you either because it covers a lot more than MFPs. We’ve always found Brian to be one of the most cerebral analysts in the industry and his intellect comes through loud and clear at vendor functions, press events, and in his publication. When Brian asks a question or offers an opinion, we often ask ourselves, “Why aren’t we smart enough to ask that same question or offer that same opinion?” Because we’re not Brian Bissett.

What they’re saying about Brian:

“Brian is very intelligent and thoughtful in the things he says and does. I think his publication suffers because it’s device centric. But if you read his commentary it’s never about just devices, it’s about the things that really make a difference.

The technology by itself doesn’t really change anything; it’s behavior and how it’s deployed, engaged and applied [through the technology]. Those kinds of conversations and dialogs are the kinds of things Brian grasps, gets, and talks about. I have a huge regard for the way he thinks.” Ed McLaughlin, President & CEO, Valderus “Brian Bissett may be one of the smartest guys in this industry and he’s one of the few that really tell it like it is whether the vendor wants to hear it or not. Heaven help you if you’re listed inside the front page in his editorial area. He understands this industry and the MFP Report is one of the best places to learn what’s really going on in printing.” Andy Slawetsky, President, Industry Analysts

Jerry Blaine CEO LDI Color Toolbox

Why we think Jerry is making a difference:

As progressive dealers go, Jerry is one of the leaders of the progressive movement, steering his dealership well beyond the box. He’s also a dealer that sees the value in education and his educational events in New York City for LDI customers set the standard in education and set him apart from many of his peers.

What they’re saying about Jerry:

“Jerry Blaine is one of the most unique business executives that I have ever had the privilege to know. He takes an intellectual approach to everyday business challenges and opportunities. The result is LDI is easily one of the most advanced dealerships in the realm of an industry that is evolving from a hardware orientation to a software-dominated focus.”

Frank Cannata, President, The Cannata Report “He’s very forward thinking and never sitting back.” Ed McLaughlin, President & CEO, Valderus

Jeff Boate President Perry proTECH

Why we think Jeff makes a difference:

When it comes to people in the industry making a difference, particularly from the office dealer community, Jeff was one of the most oft-mentioned names when we began compiling the recommendations from leaders across the industry.

There aren’t many dealerships that have been able to accomplish the IT excellence that Perry proTECH has over the years and a lot of the credit goes to Jeff and the way he’s been steering Perry proTECH’s IT initiatives.

What they’re saying about Jeff:

“Jeff Boate is a great leader for the Perry ProTECH business and advocate for sharing his innovative thinking and wiscontinued on page 24

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The Difference Makers: dom as a dealer for the betterment of our industry.” Josie Heskje, Director, Strategic Marketing, Office Equipment Group, GreatAmerica Financial Services Corp.

“Jeff is an intelligent representative of a dealership that has implemented IT successfully. Every time I see him on an IT dealer panel, I am impressed. He is helping show other dealers that there’s an opportunity in IT services. He is fresh, not from the imaging industry, and that is what makes him valuable. He brings great insight to this market.”

Tanya Flores, ESP/SurgeX

“Phil Boatman changed the perception of Lexmark being a dealer hating, patent litigator to the trusted innovator of a dealer’s second line OEM products.

Through Phil’s engaging personality and ability to increase the independent office equipment dealer’s profitability, Phil helped move Lexmark into a prominent position as a provider of fully featured office equipment. Phil is a true gentleman. I have never heard him say an evil word about anyone or another OEM. He is positive, polite and charming.

He grew the BTA Channel of Lexmark authorized dealers one at a time and he always brings education and value-add to the mix. He is an asset to the industry and a role model for hard work and integrity paying off to the vendor, selling dealer and the end user.” Ronelle Ingram, BTA Senior Fix Instructor & Contributing Editor, ENX

Phil Boatman Business Alliance Manager Lexmark International

What they’re saying about Phil:

“Phil has established himself as someone that is respected in our industry. He’s a true professional who’s still open and eager to learn from his customers.”

Ray Belanger, President, Bay Copy

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What they’re saying about Leo:

“Dealers like Frank Gaspari and Leo Bonetti are in the same class. Frank is more big splash, big deals, big accounts; Leo is more blocking and tackling.

They’re really not copier dealers; Leo cringes when I tell him that. But the fact of the matter is they’re not, they are offering a different approach to the business.

They’re not device centric. It’s basically around the aftermarket and that’s where the war is.” Ed McLaughlin, President & CEO, Valderus

Charlie Brewer President Actionable Intelligence

Why we think Phil makes a difference:

He’s been the face in the dealer channel for Lexmark and is a guy Lexmark dealers respect and appreciate doing business with. Phil’s unbridled enthusiasm for Lexmark and the channel is evident at industry events and during interviews.

As we’ve become more familiar with Lexmark during the past four years, we’ve seen its presence in the channel increase in large part due to Phil’s presence, but we can’t ignore either that he’s an integral part of a talented team of professionals at Lexmark who are doing an excellent job of expanding the company’s presence in the BTA channel while expanding the company’s menu of products and solutions.

ingness to be at the forefront of change and transformation.

Why we think Charlie makes a difference: Leo Bonetti President Flo-Tech

Why we think Leo makes a difference:

If near-perfect attendance at industry educational events and conferences is all one needs to be considered someone who makes a difference in the document imaging industry, then Leo would hold that distinction along with a tight-knit group of his peers. But where he’s making a difference is by running a dealership that’s a shining example for the rest of the document imaging dealer community as to what the model for a 21st century document imaging dealership should look like. What’s amazing about this is that Leo isn’t a kid anymore, he’s one of the senior members of the dealer community and he still has the foresight and the will-

Admittedly, we’re a little biased because Charlie is a frequent contributor to ENX, but he’s much more than that, he’s one of the best informed and most knowledgeable analysts in the document imaging industry when it comes to anything related to the supplies segment of the business. Charlie and his market research firm, Actionable Intelligence, have their fingers firmly on the pulse of the supplies and compatibles markets, and if it’s happening there, there’s a good bet Charlie knows about it and can place it in perspective. Hands down Charlie is the definitive source for all unbiased information related to those markets.

What they’re saying about Charlie: “Charlie Brewer has a tremendous knowledge and understanding of our industry and the analytical skills to sort through the clutter and find the short and longterm consequences of the many changes we have been through over the years. continued on page 26

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The Difference Makers: Certainly that’s the definition of a good analyst. What separates Charlie from the rest of the pack is his ability to articulate his insight to all levels of the industry with an intelligent yet down to earth presentation, whether written or verbal, that both reaches those at the higher levels but also the day to day people in the industry. He has the rare gift of being able to impart his wisdom without talking down to those of us that listen.” Charlie Fitzgerald, National Sales Director, Mitsubishi Kagaku Imaging Corp.

“As one of the most knowledgeable experts in document imaging, Charlie Brewer is truly making an impactful difference in leading our industry. He is an outstanding professional with a unique approach to his research and reporting, but is also someone who should be viewed first as an outstanding leader. He has been out in front for the rest of us providing a clearer vision of where we’ve been, where we are, and where we need to go. His influence has been hugely beneficial to all of us who have been fortunate enough to work with him.” Pam Olson, GM/SVP, Sales & Marketing, Printer Essentials

many US Bank employees at industry events and quickly noticed that they were all cut from the same mold, a mold of doing the right thing for their customers.

Even when things were going bad during the financial crisis they would bring up the positives. As I have spent more time with Phil at industry and US Bank events it is clear where that culture comes from, and it is genuine. Phil wants to spend his time with customers and he wants to know how to help those customers grow their business. Understated—he’d rather listen than talk—so he falls under the radar at many events, but believe me he is there, listening and learning so that he can help dealers grow.” Tom Callinan, Principal, Strategy Development

Frank Cannata Publisher & Editor The Cannata Report

Why we think Frank makes a difference:

Phil Buysse General Manager US Bank

Why we think Phil makes a difference:

Phil is the leader of a culture in US Bank’s leasing division that is completely focused on the customer. Despite working for an extremely large bank, Phil has an entrepreneurial attitude in his efforts to help the office technology dealer community. He’s one of the reasons that dealers have selected US Bank as their leasing partner of choice.

What they’re saying about Phil:

“I’ve had the opportunity to speak with

Anyone who has ever read The Cannata Report or spoken to Frank knows he pulls no punches. If honesty is the best policy, then Frank has a penchant for honesty with a capital H. The industry may not always like what it reads in The Cannata Report or what Frank has to say, but when he says it, they’re reading, listening, and reacting. After all these years, Frank continues to be one of the industry’s most respected thought leaders and his opinions and his many years of charitable work via the Cannata Awards Dinner are what continues to keep him in the upper echelon of the document imaging industry’s most influential people.

What they’re saying about Frank:

“Frank has been with our industry through good times and bad times, and has been a major cheerleader.” Jim Oricchio, President, Coordinated Business Systems

“There are few individuals in our industry who have played such an important role as Frank. For many years, manufacturers and dealers have looked to him for his insightful reporting and candid analysis of the industry. Likewise, the Business Technology Association has valued the insight and wisdom he has shared as a presenter at a number of our events. Plus, he has touched countless lives through the many charities that have benefited from his annual awards dinner; collectively, the dinners have raised at least $1.4 million since 1997.

Frank has set the standard within our industry for helping those in need.” Brent Hoskins, Executive Director, BTA

Jim Cerkleski CEO Clover Holdings, Inc.

Why we think Jim makes a difference:

Look up “Entrepreneur” in the dictionary and that face you see next to the definition may just be Jim Cerkleski’s. What Jim started in 1999 has become exponentially bigger and broader in its offerings and its reach, particularly with the recent merger with MSE. As the years have gone by, Clover isn’t just known as a provider of imaging products anymore, instead it’s at the forefront of sustainable environmental solutions and services—thanks in large part to Jim’s vision.

What they’re saying about Jim:

“Over the past decade Jim has assembled the largest global aftermarket imaging supplies business.

At over $1 billion in annual revenues no other players are even close. I certainly see him as an industry visionary and well respected leader.” Bob Willmes, CEO & Founder, Supplies Wholesalers continued on page 28

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The Difference Makers: “Jim has helmed the creation of not only the most impressive grouping of companies in the imaging space, but also has created a template for remanufacturing that Clover Technologies Group has applied to other e-waste solutions such as cellular phone repair. In addition to the over 20,000 jobs in the Clover family and the positive impact on the environment engendered by Clover’s recycling and e-manufacturing activities, Clover also participates in multiple charitable activities via their ‘Clover Gives Back’ programs. Clover continues to invest into the collective success of our customers and the global imaging marketplace.” Luke Goldberg, Global SVP, Sales & Marketing, Clover Technologies Group

share, of Ricoh dealers, particularly those dealers that show a strong commitment to the Ricoh product line. Sit in on a meeting of Jim and his reports and the focus will be on helping dealers grow at the most fundamental levels; Jim doesn’t want to throw money and hope it works, but rather he wants his team engaged and adding value to their dealers.” Tom Callinan, Principal, Strategy Development “Over the past several years, Ricoh’s dealer channel has increased from about 19 percent to almost 40 percent of their U.S. revenue. After almost completely blowing this channel, Ricoh changed course and has come back with a vengeance, regaining trust and shelf-space.

One of the key reasons for this is SVP Jim Coriddi. A 30+ year Ricoh veteran, dealers like and trust Jim and he’s in a key position to build upon the success they’ve had over the last couple of years.” Andy Slawetsky, President, Industry Analysts

There doesn’t seem to be as many folks that stand out at Ricoh post-IKON acquisition compared to prior to the acquisition. Jim does. He remains a familiar face, a familiar name, and one who is highly regarded within the Ricoh dealer community and among industry observers. In what has been a few years of instability at one of the industry’s leading OEMs, Jim remains a stable and positive force within that organization.

What they’re saying about Jim:

“You don’t need to go any further than Ricoh’s success in the dealer channel over the last three years to understand Jim’s influence in the industry. If you did go down another level just speak to some Ricoh dealers and you’ll find nothing but praise for Jim. Talk to Jim one-on-one and you’ll hear a vision of supporting the growth, both financially and market 28

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“Jim is a great listener and fan of the independent dealer. He’s also a wonderful leader who is practical and able to interpret the needs of the dealer community and deliver valuable tools, products, and programs. He’s a first-class individual.” Harry Hecht, Business Coach & Consultant

Kevin DeYoung President & CEO QualPath

Why we think Kevin makes a difference:

When you talk about someone who is a valuable participant at industry events, look no further than Kevin DeYoung.

Unlike some of his peers, his success in the MPS arena along with his knowledge of MPS is something he willingly shares with others in the industry. He’s also active in several not-for-profit associations, which says a lot about Kevin as a person.

Jim Coriddi Senior Vice President Ricoh America’s Corporation

Why we think Jim makes a difference:

What they’re saying about Jim:

Jim D’Emidio President Muratec

What they’re saying about Kevin:

Why we think Jim makes a difference:

The fact that we’re still talking about Muratec and that Muratec is still a solid secondary or third line for many dealers in 2015 is due in large part to Jim’s diligence at keeping the line within the hearts and minds of the independent dealer community. There are no pretensions about Jim or any delusions as to where Muratec fits in within the larger document imaging picture. He’s embraced his role at Muratec and he’s embraced the company’s place in the channel while continuing to do the little things to expand Muratec’s presence in the channel. He’s also highly visible at industry conferences, a sign of a leader who doesn’t think he knows it all…yet.

“Kevin runs a successful business, yet finds time to pour himself into helping others in our industry. He’s an excellent leader who demonstrates self-sacrifice to serve others in our industry.” Ken Stewart, CEO & Founder, ChangeForge

“Kevin is an incredibly insightful leader in MPS and someone I have a huge amount of respect for and have learned from.” Sarah Henderson, Director MPS operations, West Point Products “Kevin refused to play the OEM-shufflefor-shelf-space game long ago and continues to expand the minds of his clients.”

Greg Walters, CEO, Greg Walters, Inc.

We Saw It In ENX Magazine

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The Difference Makers:

Paul Dippell CEO Service Leadership, Inc.

Why we think Paul makes a difference:

He’s done an excellent job working with GreatAmerica Financial Services Corp. to bring unprecedented expertise in Managed IT to OEM dealers through many training events, speaking engagements, leading the S-L GAMIT Managed IT peer groups, and consulting. You also can’t underestimate his experience running, acquiring, and integrating IT Solutions companies. It’s refreshing to see the knowledge he’s acquired over his career is not going to waste and being shared with dealers looking to ramp up the IT services segment of their dealerships.

What they’re saying about Paul:

“Paul Dippell is the guru of Managed Services. He is to the Managed Services piece of our business what Tom Johnson who gave us the Johnson model was years ago. Paul has the benchmarks for this very important phase of our business.” Jim Oricchio, President, Coordinated Business Systems

Give Kay props for all she’s achieved in her tenure in the industry, from her current position at Konica Minolta to her time at Toshiba. What most impresses us at present is the Step Forward initiative she’s spearheading at Konica Minolta, which encourages the advancement of women by helping to develop leadership skills through sharing experiences and best practices. She’s also been recognized as one of the top ten women leaders in the technology industry by the Cannata Report and deservedly so.

What they’re saying about Kay:

“Kay Fernandez is a thoroughly professional executive who is on the cutting edge of social media, diversity, and innovative technology such as 3D. Konica Minolta is indeed fortunate to have her as one of their leaders in a very aggressive marketing organization.” Frank Cannata, President, The Cannata Report “Kay has raised the level of awareness in the social media world of Konica Minolta. She is very engaging and invites the dealer to participate in the successes of the company. Reaching out to the creative side and expanding the horizon for thinking as a dealer is what Kay is really good at. She keeps us all on our toes.

Thank you Kay.” Al Scibetta, President, Documentelligence: Copier Fax Business Technologies

but a face that always seems to be in the thick of the action whether it’s making a presentation, being part of a panel discussion, or meeting and greeting dealers at the GreatAmerica booth. Besides possessing an extensive knowledge of financing issues, she’s equally adept at discussing topics such as MPS and pretty much any industry trend related to financing you can throw at her.

What they’re saying about Jennie: “There are those industry leaders who are ‘stand outs’ in terms of their focus on helping the dealer channel. Jennie is key among them. Just like GreatAmerica Financial Services is clearly more than just a financing company, Jennie is likewise more than just a representative of the company; she is an individual who demonstrates a sincere desire to help the dealer community excel and prosper.

We are pleased to have the GreatAmerica team, under Jennie’s leadership, as an important supporter of the Business Technology Association and advocate of the dealer community.” Brent Hoskins, Executive Director, BTA

Tanya Flores Director Sales & Marketing ESP/SurgeX

Why we think Tanya makes a difference: Jennie Fisher Sr. VP/General Manager Office Equipment Group GreatAmerica Financial Services Kay Du Fernandez Vice President, Strategic Development Konica Minolta Business Solutions

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Why we think Jennie makes a difference:

When it comes to the face of GreatAmerica in the document imaging industry, look no further than Jennie Fisher. Like so many of her peers in the industry, she’s a familiar face at industry events,

The document imaging industry has come a long way over the years and what once was a club with few women members has been changing to the point where there is a significant amount of women in prominent roles making a difference. Tanya is one of those women and one who strongly believes that women deserve more recognition in this space.

That’s why she started a ‘Women in Imaging’ LinkedIn group three years ago. This group is made up of women leaders and

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The Difference Makers: difference makers from all segments of the document imaging industry. This is the only group devoted to women in the document imaging industry and Tanya deserves all the credit as she continues to realize her dream of recognizing what she calls the “many unrecognized awesome/ intelligent women that give to this industry that is 95 percent men.”

What they’re saying about Tanya:

“With her strong voice and true collaborative spirit, Tanya Flores has helped ESP/SurgeX launch game changing technologies, including diagnostic power protection software, remote control technology, and energy management solutions. As one of the original co-founders of Technology United, a coalition of non-OEM technology companies, Tanya has also been instrumental in developing innovative channel advancing partnerships.” CJ Cannata, Partner/SVP, Brand Strategy and Development, The Cannata Report

based off of managed print, but now he’s evolved to having this national footprint not only for managed print, but managed services. They don’t have turnover. You work there, you stay there. They make that a core focus area—they’re always listed as one of the top places to work in the Valley and he’s maintaining that culture with multiple offices. He’s got a bright business mind; where other people have not been successful with managed print he goes out and gets it done.” David Ramos, Director, Channel Strategy Service, InfoTrends

it is he was ready for it anyway. I’d been talking to him about where I see the industry going and why, he understood it instinctively and immediately. He’s done a remarkable job of building his dealership in Minneapolis into one of the biggest dealerships in the industry.” Ed McLaughlin, President & CEO, Valderus “He helps dealers understand the what’s and why’s of Managed Network Services.”

Chip Miceli, President, DPOE

“Since its inception FlexPrint has dominated the MPS landscape by providing a positive work environment and developing a customer focused team.” Ken Staubitz, National Sales Manager, BEI Services

Guy Gecht CEO EFI

Why we think Guy makes a difference: Jeff Gau CEO Marco Frank Gaspari CEO FlexPrint, Inc.

Why we think Frank makes a difference:

It’s impossible to ignore a dealer who recognized the value of MPS before there was even the term MPS. Forget about selling hardware, Frank came up with a completely different business model 10 years ago, a model that has allowed his dealership to grow like crazy while forging a national footprint. Frank is among the elite dealers selling MPS these days. Some may go as far as to say, there’s Frank Gaspari and there’s everybody else.

What they’re saying about Frank: “He’s always on the bleeding edge of what’s coming next from a technology standpoint. He started his business 32

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Why we think Jeff makes a difference:

For more than 30 years Jeff has been making a difference at Marco in an array of different roles, including the past nine as CEO. Under his leadership Marco has become one of the largest dealerships in the country—not bad for a dealership based in St. Cloud, MN, not necessarily one of the top 10 markets. We’re particularly impressed with the many different business segments the company has branched out into during Jeff ’s tenure and it’s not a stretch to say that few dealers can offer as diverse a range of products, services and solutions as Marco.

What they’re saying about Jeff:

“He gets the whole model and the whole picture. My experience with Jeff goes back to when I was at Sharp. I got him started on IT services, but the reality of

Guy has a great back story going back to his days in the Israeli Defense Forces where he managed an engineering development team before serving as Acting Manager of one of IDF’s high-tech divisions. But it’s what he’s accomplished since joining EFI that makes him one of the document imaging industry’s movers and shakers. He’s had a number of roles throughout his EFI career and although it’s presumptuous to think that EFI wouldn’t have the reputation it currently has within the print industry today without his leadership, all the same he’s been instrumental in bringing EFI’s Fiery controllers and print workflow software to market and guiding the company through key acquisitions during this period. When it comes to determining which way the print industry is blowing, you don’t need a weatherman to tell you which way the wind blows, you just need Guy Gecht.

What they’re saying about Guy:

“Guy Gecht is without question a highly talented CEO who has mastered the art of acquisition to not only enlarge his continued on page 34

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The Difference Makers: company but to take it in a whole new direction. For a software company such as EFI to become one of the leading providers of industrial printers (Inkjet Super wide Format) in less than a decade is nothing short of amazing. While all the hardware manufacturers have struggled transitioning their respective organizations into service providers EFI did it in reverse.

Today their business enjoys 50 percent of its revenue from hardware and 50 percent from software and only one other company can make that statement.” Frank Cannata, President, The Cannata Report

shakers in the industry. Bob Goldberg helps to keep BTA members on the straight and narrow side of integrity.”

Ronelle Ingram, BTA Senior Fix Instructor & Contributing Editor, ENX

Luke Goldberg Global SVP, Sales & Marketing Clover Technologies Group

Why we think Luke makes a difference: Bob Goldberg General Counsel BTA

Why we think Bob makes a difference:

If an independent dealer ever had a best friend in the industry, it would have to be Bob Goldberg. Whether it’s issues with the OEMs, the security crisis of a few years back, and whatever legal issue is thrown at him, Bob tackles it like the consummate pro. The independent dealer needs a guy like Bob on their side and he’s been by their side for nearly four decades. If you’re an independent dealer and you’ve got a problem, you’d “Better Call Bob.”

What they’re saying about Bob:

“Bob Goldberg, hypothetically speaking, has aided thousands of BTA dealers through the maze of legal dilemmas. His speaking skills are legendary. Always engaging, Bob shares real-life scenarios that immediately relate to the listening or article reading BTA members. As BTA general counsel for the past 38 years, Bob has the most comprehensive e-mail/ phone list in the industry. Not only has Bob been there, done that, he also is on a first name basis with the movers and

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When it comes to supplies and the supplies chain, Luke Goldberg is one of the industry’s more knowledgeable and adroit purveyors of wisdom. It’s one thing to understand the channel, it’s another to be able to speak eloquently on the topic and to inform as Luke has done over the course of his career. And he’s still a young guy, which means he’s got plenty more time in this industry to make an even bigger impact than he already has.

What they’re saying about Luke:

“Luke has created a cross-over identity sharing his international experience and awareness within the recharger and BTA communities. Luke possesses an inquisitive mind, marketing genius, straight-forward personality, technical and legal understanding of the multitude of nuances of the sourcing, manufacturing, packaging, logistics and sales trends of the supply compatibles industry. You can actually feel the persona of Luke Goldberg’s power, authority, knowledge, insight, creativity, energy, and tenacity when he walks into a room. Luke shares his knowledge as a no nonsense speaker and writer who lives the passion of his day to day commitment to the betterment of the compatibles industry.”

Ronelle Ingram, BTA Senior Fix Instructor & Contributing Editor, ENX

Sarah Henderson Operations and Business Development Leader for Axess Managed Print Services The Clover Imaging Group/West Point Products

Why we think Sarah makes a difference:

We first met Sarah five years ago when we served briefly on the board of the MPSA and were impressed by her knowledge and enthusiasm for MPS and the document imaging industry as a whole.

Since then that knowledge has only broadened while her enthusiasm for the industry and Clover/West Point remains unwavering. She remains a familiar face at industry events and it’s not unusual to find her sharing her wisdom on an industry panel or facilitating a session on MPS.

What they’re saying about Sarah:

“She’s a stable and knowledgeable individual with a good head on her shoulders.” Ed McLaughlin, President & CEO, Valderus

Josie Heskje Director Strategic Marketing, Office Equipment Group GreatAmerica Financial Services

Why we think Josie makes a difference:

It’s difficult to believe that Josie has only been in the industry a few short years yet she’s made her presence known within

We Saw It In ENX Magazine

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The Difference Makers: GreatAmerica and outside of GreatAmerica through her presence and participation in industry events. Josie has embraced this industry with the utmost enthusiasm, an infectious enthusiasm that is apparent to everyone she meets. From where we’re sitting she’s the perfect person to have on your team or in your corner and GreatAmerica is lucky to have her.

What they’re saying about Josie:

“Josie Heskje is truly one of the most creative people that I have the pleasure to work with in this industry. While extremely competent in her own right, Josie is also open-minded. She often requests feedback from – and bounces ideas off of – colleagues and partners and runs with the best idea, regardless of who came up with it. That said, Josie is the strategic force behind much of GreatAmerica Financial Services’ highly-lauded and visible marketing efforts and is also an outspoken advocate for women in the industry.” CJ Cannata, Partner/SVP, Brand Strategy and Development, The Cannata Report “Josie is a true professional and extremely hard worker. She is a hidden gem that many may not realize helps keep GreatAmerica Financial Services a key vendor in the industry. Too often the executive leaders of companies are recognized, while the behind the scenes people are not. She is highly strategic and is one of the few truly nice people. If you have heard of GreatAmerica – it’s probably because Josie had something to do with it.” Tanya Flores, Director of Marketing, ESP/SurgeX

Brent is more than just “the nicest guy” in the document imaging industry, he’s also the driving force behind BTA and has been instrumental in keeping that organization top of mind in the independent dealer community and with scores of OEMs, supplies, and services and solutions vendors. Education is important to an ever-evolving industry and Brent is making sure the Association is at the forefront of that education. Plus he’s juggling all the demands of the association with the demands of being editor of Business Solutions, the association’s monthly publication. How does he do it?

It’s an uncanny ability to wear two hats at once and maybe, just maybe, magically being able to be in two places at the same time. We’re not sure about that, but we are sure he’s done a tremendous job.

What they’re saying about Brent: “Brent’s quiet leadership of the BTA makes it an organization that the industry benefits from greatly.” Sarah Henderson, Director MPS operations, West Point Products

“Brent is at every industry event known to man and is the BTA king. He represents a down-to-earth leader that runs a well-respected dealer organization.

And regionally, he supports the dealers – regardless of what OEM brand they sell.

That’s awesome.” Tanya Flores, Director of Marketing, ESP/SurgeX

Ronelle Ingram BTA Senior Fix Instructor & Contributing Editor/Writer, ENX/Recharge Asia Brent Hoskins Executive Director BTA

Why we think Brent makes a difference:

Why we think Ronelle makes a difference:

I think we can get away with celebrating one of our own, especially since Ronelle is not exclusive to ENX, but continues to

contribute to other publications and remains a valuable resource and presenter for BTA. How can one not appreciate all that she has done for the document imaging industry over the years along with her current contributions? She’s raised the profile of service within the industry to a new level through her contributions on the topic to industry publications over the years. Without her editorial input, one might think the industry is only about selling and moving boxes. She’s made a difference in enhancing the service operations of many dealerships over the years either by working for them or by sharing her knowledge in writing and at industry events.

What they’re saying about Ronelle:

“When I started working at the Business Technology Association in 1986, Ronelle was already a highly-regarded volunteer for the association, then NOMDA. Today, nearly 30 years later, she remains very important to us as the lead presenter of our FIX Cost Management for Service Workshop. Ronelle will forever be remembered as a legendary leader and supporter of BTA. Beyond her exemplary volunteerism for our association, however, I have met very few individuals through the years who have demonstrated such a dedicated interest in helping to strengthen the dealer channel.” Brent Hoskins, Executive Director, BTA

Doug Johnson President RedSage Consulting

Why we think Doug makes a difference:

Besides being successful everywhere at virtually every company he’s been involved with, Doug is one of the first continued on page 38

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The Difference Makers: industry leaders we count on for insights and commentary on all things MPS. No wonder he’s a highly sought after speaker and consultant on the topic and has been instrumental in building Supplies Network’s MPS offering. Now back on the consulting front he’s doing more of what he does best and sharing that knowledge to help others be successful.

What they’re saying about Doug:

“Doug is revered as one of the most knowledgeable experts in our industry—a go-to resource for business strategy.” Ken Stewart, CEO & Founder, ChangeForge

What they’re saying about Mike:

“Mike is equally skilled in his business savvy and eye for photography. Mike pours into his customer community and finds time to contribute to several not-for-profit organizations, donating his photography for auction. You’ll know Mike by his crazy-colored socks, his bright smile, and that twinkle in his eye letting you know he’s just figured out how to help someone else with their challenge.” Ken Stewart, Founder & CEO, ChangeForge

“He’s been doing a great job stepping up in the MPSA organization this year to help further their goals—adding structure to some of the committees, the election process, etc.” Josie Heskje, Director Strategic Marketing, Office Equipment Group, GreatAmerica Financial Services Corp.

Why we think John makes a difference:

Why we think Mike makes a difference:

Certainly more than 25 years in sales and management positions within dealerships and at manufacturers gives Mike a fair amount of credibility. But he’s more than a compiler who’s been doing his time in the industry. With all those years comes a lot of knowledge, and that knowledge is benefiting clients who count on Mike for helping them implement and provide ongoing support to their MPS programs.

It’s not only MPS with Mike. For clients needing guidance with strategic selling, development of selling and marketing tools, organizational right-sizing, and assessment consulting and design, who are they going to call? Mike Lamothe of course!

Mike Marusic Senior Vice President Marketing & Business Solutions Group Sharp Imaging and Information Company of America

What we like about Mike: John Lowery Founder & CEO Applied Imaging

Mike Lamothe President Office Document Consulting

value to the members while focusing on helping the CDA members move past the basic imaging business model.” Tom Callinan, Principal, Strategy Development

John is the founder and CEO of Applied Imaging, one of the most successful dealerships in the country and current president of the CDA. Those credentials alone, albeit impressive, aren’t the only reasons he stands out for us. What truly stands out is his commitment to his company, the document imaging industry, and his peers, other dealers who view him as an industry leader. John also sets an example for the industry in creating a work environment that’s been recognized as one of the best to work for in the nation.

What they’re saying about John:

“John has led the growth from start-up to $50M+ yet hasn’t lost the collegial culture of the company. His employees truly love working at Applied and it shows in their attitudes and success. John is also a life-long learner always looking to engage in good conversation about new business ideas and trying to determine how he can put whatever good he learns to use at Applied. John also spends a great deal of time with CDA events trying to ensure that he has solid speakers that add

Even though he’s one of Sharp’s most prominent spokespeople, Mike is often overlooked when it’s time to hand out industry accolades. After 25 years in the industry and 13 years at Sharp, he’s got a firm grip on the trends and issues driving the market and can speak intelligently about virtually every aspect of Sharp’s document imaging business. He doesn’t seem to wince when taking on new product categories or new assignments.

Plus through all of Sharp’s ups and downs of the past few years, Mike remains the voice of optimism and reason in an industry that’s often quick to overreact.

What they’re saying about Mike: “He’s been there for a thousand years and pays his dues every year in the face of crap and he still maintains a positive attitude. I like him a lot.” Lou Slawetsky, CEO, Industry Analysts

“Right now he’s holding things together at Sharp. They’ve got a rough row to hoe and Mike is doing an enormous job in terms of managing the cost structure, but more importantly he’s continuing to stay the course and put in place ways to make them a better company.” Ed McLaughlin, President & CEO, Valderus

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The Difference Makers: to benchmark themselves to their peers.”

Ken Staubitz, National Sales Manager, BEI Services

Wes McArtor Founder & President BEI Services

Why we think Wes makes a difference:

It’s great to see a former service technician and service manager make good.

What Wes has accomplished since starting BEI Services is nothing short of amazing. Taking all the knowledge he gleaned from years in the field servicing equipment, Wes started BEI Services with the intent of providing dealers with key metrics to help them identify which of their service techs are doing a good job, the common service issues associated with specific devices, and a way for service managers and dealer principals to truly identify what “good is.” Hundreds of dealers are using BEI Services’ program and benefiting from the data it provides.

In an industry where service is of critical importance and a key differentiator in the marketplace, Wes gets our nod for having the foresight to figure out how to best measure it, which has made so many dealers all the more better for it.

What they’re saying about Wes:

“Wes McArtor of BEI Services is a down to earth entrepreneur who has the talent of seeing a need and being able to fill it.

He’s the kind of guy you can sit down and chat with, share a beer and laugh at a real life story he will share. All the while you know he is telling the truth. Truth that is provable. No smoke and mirrors, no fast talk. Wyoming born and bred, Wes is the real deal. For over 20 years Wes has guided BEI to be the no-nonsense standard of truth.” Ronelle Ingram, Contributing Editor, ENX “Wes continues to work with both the manufacturers and dealer channel providing innovative tools allowing dealers 40

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Audit vs. Marco,” “The Prank-off for Charity,” “Top 3 Reasons Your Managed Print Assessment Sucks,” and “How to Lose MPS Revenue and Come Out Smiling.”

Writing clever articles is one thing, but West also has a strong grasp on social media, making him one of the most effective marketing execs I know.” Andy Slawetsky, President, Industry Analysts

West McDonald Vice President Business Development, Print Audit Owner, FocusMPS

Why we think West makes a difference:

There are a handful of people in the document imaging industry that are unmatched when it comes to their knowledge and experience with Managed Print Services. West is a charter member of that elite group. Besides years of training sales reps on how to better sell MPS, his expertise has made the difference for organizations looking to enhance their MPS efforts. With a solid and diverse background in the document imaging industry, the industry continues to count on West for his ability to excel at software training, sales training, management coaching, back-office MPS planning, and more. He’s also become one of the industry’s leading thought leaders through his blog posts and Tweets, some of which are not to be missed.

What they’re saying about West:

“West must be related to the Energizer Bunny because he is always on. He is everywhere and at every event—always writing, speaking, or contributing to spur thought and action. I don’t know how he does it, but he is eloquent and energetic at the same time.” Ken Stewart, Founder & CEO, ChangeForge “I’ve had the pleasure of working with West McDonald for several months now helping Print Audit get their message out and without a doubt, he’s one of the most creative people I know. Instead of the same old boring content, West forwards clever and fun pieces with titles like “Print

Bill Melo Chief Marketing Executive Toshiba America Business Solutions

Why we think Bill makes a difference:

The public face of Toshiba in the press, Bill is the guy at Toshiba who oversees product marketing, strategic software and platform development, marketing communications and marketing operations.

He’s also involved in developing global marketing and branding initiatives as well as the company’s global product and services roadmap. It was Bill who oversaw the development and launch of Toshiba’s Encompass Managed Print Services along with Ellumina Digital Signage Services.

His enthusiasm for new technology and new services, and of course, the industry, places Bill in the upper pantheon of industry movers and shakers in our view. Plus he also has good taste in music.

What they’re saying about Bill:

“Bill has risen to one of the most senior positions at Toshiba. Under his direction the company has become a force in digital signage, recently winning major deals like Staples Center and AEG. The strategy has not only made Toshiba relevant, but it has given them visibility with some of the most premium accounts. Digital signage represents a great opportunity if you have the right products to sell and a good strategy behind it.” Andy Slawetsky, President, Industry Analysts continued on page 42

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The Difference Makers: Why we think Will makes a difference:

Chip Miceli President DPOE

Why we think Chip makes a difference:

We can cite how quickly Chip responds to our requests for an interview regarding dealer issues as to why he makes a difference, but he’s more than just an early responder. He’s done a tremendous job serving on the board for IBPI, helping dealers get better pricing on the products they sell. And he’s active on the SDG board where he and his peers are focused on helping dealers make more money and add more products to the menu of products they offer. Plus he’s always ready, willing and able to serve on industry panels whenever associations and organizations such as BTA or ITEX come knocking.

What they’re saying about Chip:

“Chip is a forward-thinking, progressive dealer who clearly has a passion for this industry and the opportunities it presents. He is always willing to share his insight with others; that is, he exemplifies the same “dealers help dealers” philosophy held by the Business Technology Association. There is no doubt that Chip enjoys helping to further strengthen the BTA Channel by offering guidance to his fellow dealers whenever he is given the opportunity.” Brent Hoskins, Executive Director, BTA “He is super active with the dealer associations and willing to help other dealers. Even though he is not my customer, he’s someone I respect regardless if we are doing business together or not.” Sarah Henderson, Operations and Business Development Leader for Axess Managed Print Services, West Point Products

Kevin Morris Owner OneDOC Managed Print Services, LLC

Why we think Kevin makes a difference:

Not only is Kevin a true MPS expert, he presents a unique perspective, is willing to help other dealers get better at MPS, and contributes to the industry as he leads the membership for MPSA. His knowledge of MPS through his consulting services has been an asset to his peers looking to get into MPS. The great thing about Kevin is that he gets MPS and he’s not afraid to share what he knows and has worked for him with others.

What they’re saying about Kevin:

“Kevin has single-handedly led the MPSA’s membership drive while managing to triple his business year over year.

Kevin is as good at selling as he is willing to take your call to help.” Ken Stewart, Founder & CEO, ChangeForge “Kevin is an MPS expert with a unique perspective who is willing to help other dealers and contribute to the industry.”

Sarah Henderson, Operations and Business Development Leader for Axess Managed Print Services, West Point Products

Will Niederstadt MTS (Mitsubishi Technical Services) Manager Mitsubishi Kagaku Imaging Corp.

(MKIC)

Since joining MKIC in 1989 Will has been helping individuals in the remanufacturing industry solve technical problems. What makes Will an asset to the industry is his ability and willingness to go into manufacturing plants around the world and help. He visits companies both large and small and helps them identify production issues that are causing problems in the field and corrects them. That’s what we call making a difference.

What they’re saying about Will:

“We have been working with Will and Future Graphics for quite a while now.

Will always brings a refreshing attitude to our industry; he has the knowledge and background to help in any situation. He is always a pleasure to work with and his contributions to the industry have been essential for the growth we have experienced over the years.” Bill Henry Jr., General Manager, American Laser Products “Many people in these technical roles tend to be only focused on issues related to the products they sell. Will is willing to look at an overall operation and make suggestions on a range of areas both product and process. By doing this he has helped many companies overcome challenges at every level to stay competitive.

His expertise is sought out and valued by many folks in our industry.” Charlie Fitzgerald, National Sales Director, Mitsubishi Kagaku Imaging Corp.

Art Post Founder The Print4Pay Hotel

Why we think Art makes a difference:

Admittedly we’re biased because we’ve been fortunate to include Art’s Print4Pay continued on page 44

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The Difference Makers: Hotel blogs in the ENX/The Week in Imaging newsletter and on the website. He remains the one true voice of the dealer sales rep on the street, consistently telling it like it is in the real document imaging world even if some in the industry can’t always handle the truth. However, for his peers in the industry, he’s a must read and someone who knows how to get a conversation started.

What they’re saying about Art:

“Art does a great job of keeping this site up and running day to day all the while doing his ‘day job.’ I believe that what he does with the P4P Hotel Forum directly helps all of us dealers who follow and contribute to it.” Jason Habbal, Vice President/Sales Manager, Vision Office Systems “Art sells copiers for a living and writes a popular industry blog on the side. He’s committed to improving this industry, and he’s not afraid to talk about it; I think that’s great.” Tanya Flores, Director of Marketing, ESP/SurgeX

to assist BTA when called upon with his industry expertise. David has endeared himself to many in the industry—dealers and manufacturers alike—with both his enthusiasm and unique brand of humor. We are fortunate to have him as an important contributor within the office technology industry.” Brent Hoskins, Executive Director, BTA

Why we think David makes a difference:

We enjoy his quick wit, his thoughtful insights about the document imaging space, and his unbridled enthusiasm for the industry. He’s become the go-to guy for Infotrends at industry events and is clearly a solid guy to have on their team.

David never ceases to amaze us with his knowledge and spot on observations about the document imaging industry.

What they’re saying about David:

“David is a great supporter of the Business Technology Association and, in turn, a true champion of the independent dealer channel. He is always very willing 44

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“The independent dealers love Thomas and his team.” David Ramos, Director, Channel Strategy Service, InfoTrends

“David is considered an industry resource for dealers and manufacturers alike.” Ken Staubitz, National Sales Manager, BEI Services

David Scibetta EVP & CIO Copier Fax Business Technologies, Inc. Thomas Schneck President DocuWare

Why we think Thomas makes a difference:

David Ramos Director, Channel Strategy Service InfoTrends

successful document imaging practices, a transition that would not have been possible without his commitment.” Lou Stricklin, Director of Marketing and Sales Support, Muratec

The document imaging industry has embraced DocuWare like no other document management platform and a lot of that credit goes to Thomas. He now finds himself competing with some serious competition in the document management arena for the hearts and minds of the dealer community as well as with the OEMs. However that all plays out, one thing is for certain—Thomas Schneck and his DocuWare team will be right in the middle of the fray.

What they’re saying about Thomas:

“Thomas, and the entire Docuware team, had the foresight many years ago to concentrate on the independent dealer community as their primary distribution channel. This could not have been an easy decision, and required what I’m sure amounted to significant investment, resources and patience! Their focus, commitment and dealer educational / support programs have resulted in many dealerships making the transition into

Why we think David makes a difference:

We could just have easily included David’s father Al in the mix too, but let’s just say that David has learned from one of the best and is making his mark in taking the dealership to a new level. Indeed, what this little dealership has done that’s made a difference in the Buffalo and surrounding areas of upstate New York is their ‘Documentelligence’ approach for bringing the most appropriate mix of solutions to their customer base. Admittedly, this may be more evolutionary than revolutionary, and for a small dealership, granted with a solid OEM (Konica Minolta) behind them, one can’t help but be impressed at the difference the Documentelligence branding has made to the business. It’s a model that other dealers should follow, or at the very least, consider.

What they’re saying about David:

“Leveraging his IT background, David Scibetta joined Coper Fax Business Technologies to oversee a major company evolution from traditional copier dealer to full-service technology partner. David and his father, Al, seem to provide the perfect foil for each other. In talking to them simultaneously, you get an immediate feel for what appears to be a seamless dynamic between them.” CJ Cannata, continued on page 46

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The Difference Makers: Partner/SVP, Brand Strategy and Development, The Cannata Report “David and his father Al are constantly seeking ways to change that company and have been relatively successful, particularly with content management.

Although Copier Fax is still very much a hardware company, they’re now doing back office records conversion and have a huge operation for that, doing millions of pages a month. They’re doing hundreds of thousands of dollars of revenue, and the important thing is it’s all incremental revenue. I like both of them a lot, but I suspect David is leading the change in direction.” Lou Slawetsky, CEO, Industry Analysts

urgency for his business, but he demonstrates a true care for his people and trusted partners alike in every situation.

Barry has become a friend over the years, not just a business partner. His proven leadership in our business has afforded me personal and professional growth, as well as helped to shape and mold the Lexmark dealer program over the years. Barry challenges the status quo, seeks real ‘differentiation’ for himself and his organization, and sets the bar high for others to follow.

He’s not only made a difference for me and Lexmark, but certainly for countless others for a long time.” Phil Boatman, Business Alliance Manager, Lexmark

industry to talk amongst ourselves. It’s a great OEM-agnostic platform that provides a place for 10,000 people in our industry to share ideas and talk openly.

And everyone who’s anyone reads his news releases.” Tanya Flores, Director of Marketing, ESP/SurgeX “Andy is an excellent industry analyst and resource.” Larry Kirsch, President, Merit Business Systems/Consultant, Kirsch Copiers

Jenna Stramaglio Vice President Marketing MWA Intelligence

Barry Simon President Datamax

Why we think Barry makes a difference:

If longevity in the industry was the only reason that someone is considered a difference maker, then Barry’s 34 years would place him near the head of the class. But it’s more than longevity, it’s more about running a successful business, the ability to embrace trends, his willingness to cast aside the status quo and not play it safe. We also appreciate the way he seeks to create “Raving Fans” for his dealership inside and out of Datamax. For a guy who started selling office supplies, he’s shown you can be successful even in a smaller market branching out beyond selling hardware and into the Managed Services space.

What they’re saying about Barry: “I’ve known Barry for nearly seven years, and never met a more personable, passionate, and dedicated leader. Not only does Barry operate with a high sense of 46

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Andy Slawetsky President Industry Analysts

Why we think Andy makes a difference:

Is it possible for an analyst to transform from party animal to social media butterfly? Having witnessed that transformation first hand, the answer is a resounding YES. In an industry focused on CPM and PPM, Andy is adding a new acronym to the mix, TPM (Tweets per Minute).

These days Andy is singlehandedly reinventing Industry Analysts as a news compendium for the document imaging industry via his relentless tweeting. If it’s happening in the document imaging industry, Andy is tweeting about it. He has unabashedly raised the relevance of social media within the document imaging industry to new levels, and as one of the industry’s most social personalities, that’s hardly surprising.

What they’re saying about Andy:

“Andy hosts the largest LinkedIn group (Copiers, MFPs, and Printers) in the industry. He did this long before anyone was using social media in the imaging

Why we think Jenna makes a difference:

It’s difficult to live in the shadow of Mike Stramaglio, a guy with a big personality and a big presence who takes up a large chunk of real estate at industry events.

However, Jenna has been quietly and capably making her presence known at the very same events where she is no longer considered Mike’s daughter, but Jenna Stramaglio, one of the new breed of industry executives bringing the message of SAP and FORZA to market. And with her recent appointment to the MPSA Board of Directors, she’s poised to make an even bigger difference in the industry.

What they’re saying about Jenna:

“Jenna has done a tremendous job during her tenure at MWAi. When I talk with folks around the industry her name is synonymous with energy, passion, thought leadership, drive, and innovation.” Lou Stricklin, Director, Marketing, Muratec “Respected industry players have all commented on Jenna Stramaglio’s contributions to the industry and she was the most recent candidate to earn a seat on the prestigious MPSA board. With her

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The Difference Makers: can trust.” Larry Kirsch, President, Merit Business Systems/Consultant, Kirsch Copiers

immediately apparent winning combination of intelligence, integrity, imagination, charisma, and humility, she has an innate and infectious ability to communicate with a fluidity that cannot be learned or taught.” CJ Cannata, Partner/SVP, Brand Strategy and Development, The Cannata Report

Rick Taylor President & COO Konica Minolta Business Solutions U.S.A.

Why we think Rick makes a difference: Mike Stramaglio President/CEO MWA Intelligence

Why we think Mike makes a difference:

If there’s an industry event, Mike will be there preaching the gospel of MWA, SAP, and FORZA whether he’s on the program or not. You’ll also always find him wherever the document imaging industry action is, learning and networking, which are two qualities we admire about him.

Add to his impressive resume within the industry the success of The Executive Connection Summit, which he oversees with a ‘Gatsby-esque’ presence, and he is another one of the industry’s upper tier difference makers. What a concept that Executive Connection Summit has been, as it’s become a conference that delivers on that concept in so many different ways.

What they’re saying about Mike:

“Although we all know he sells SAP, what he truly is – is the imaging social media master. And he puts on great events with all of the leaders and media in the industry. Even though it’s probably all to help sell SAP, from the Technology United Executive Connection Summit to the “It’s for a good cause” Motorcycle ride, to the 10,000 shout-outs/posts/tweets a day, Mike is pulling together the industry in a unique way.” Tanya Flores, Director of Marketing, ESP/SurgeX “Mike dares to change the ERP for BTA Dealers.” Chip Miceli, President, DPOE 48

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He had his work cut out for him when he first joined Konica Minolta considering the reputation it had forged over the years with the company’s own independent dealers. Clearly, Rick gave more than a damn about Konica Minolta’s bad reputation with its dealers and went and did something about it. He’s regarded highly within the dealer community and remains one of the most gregarious and accessible executives in the document imaging industry. He also deserves kudos for building a strong team around him, all of whom have been instrumental in taking Konica Minolta into the upper tier of OEMs and enhancing its reputation within the independent dealer channel.

That counts for a lot and you’ll be hard pressed to find any Konica Minolta dealers these days that start the conversation about Konica Minolta with some unprintable adjectives.

What they’re saying about Rick:

“Rick Taylor has truly changed the culture of Konica Minolta. He has created a team concept and a personal approach in doing business. He has developed an atmosphere where a dealer can feel very close to the manufacturer because of the products and the support behind them. I have been a Konica Minolta dealer for 25 years and believe me, it is a much different game since Rick arrived. I’m very pleased to be doing business together.” Al Scibetta, President, Documentelligence: Copier Fax Business Technologies “He tells it like it is. Strong accomplishments at Konica Minolta...another guy you

Kevin Tetu President, ECI FMaudit Vice President, Strategic Opportunities & Partner Alliances, ECI Software Solutions, Inc.

Why we think Kevin is making a difference:

Here’s a guy who has put his engineering and design skills to good use to benefit the document imaging industry.

Somehow along the way he was able to create one of the industry’s biggest and fastest growing MPS software development companies. In addition, he has completely immersed himself in the industry through his memberships in MPSA, BTA, and CompTIA. Kevin truly is an asset to the industry and now that FMAudit is part of the ECI family, he’s continuing to contribute there as well.

What they’re saying about Kevin:

“I’ve known Kevin for a number of years on a business and personal level and he has always operated with the highest level of integrity and is well respected in our industry. I have watched Kevin grow his FMAudit business and then sell his company to ECi Software Solutions, Inc. Under Kevin’s guidance, FMAudit has become the dominating player in our industry for device management. Kevin is truly a thought leader in the document imaging industry and continues to break ground on new ideas and integrations that will benefit all MPS providers.”

Shane Hannan, President, Print Control Software, Inc. “I had the pleasure of meeting Kevin 5 years ago and to this day I am still impressed with his entrepreneurial spirt and vision. As our industry continues to evolve its thought leaders like Kevin continued on page 50

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The Difference Makers: that will continue to push the envelope providing customers with an advanced end user experience.” Mike Lamothe, President, Office Document Consulting

Andy Wager Business Development Manager, 3D Printing ScanSource

Why we think Andy makes a difference:

The folks at ScanSource are onto something with their partnership with 3D Systems, and credit Andy with taking this message to the indirect and direct office technology sales channels by providing them with a mix of 3D printers, 3D scanners, software, and support. It’s a model that has yet to be matched by any other distributor as far as we can tell.

Considering Andy’s background in direct and channel sales, sales management, and sales channel expansion and development, this strategy is likely to be a successful one for ScanSource and just the ticket for the office technology dealer who might need a little extra help in establishing their footprint with 3D printing.

What they’re saying about Andy:

“Andy Wager has put together a BTA channel program and arranged it so the pricing is exactly the same as someone would get from 3D Systems, but they also have scanners and software, and can help the dealer understand the transition into 3D. 3D printing is going to explode and you’ve got to be in it, and companies like ScanSource are offering things to the dealers that should be more visible at this point. Why would you want to go with a Stratysus or a 3D Systems when you can work with someone who can bring other converging technologies with it and learn the business without a huge expense?” Ed McLaughlin, President & CEO, Valderus

Tom Walter Vice President of Distribution and Aftermarket Sales Toshiba America Business Solutions, Inc.

Why we think Tom makes a difference:

The folks on the distribution side with the OEMs tend to get overlooked mostly because they tend to operate in the background. Not Tom Walter; with 25 years of sales and marketing experience, Tom is actively managing the distribution of the company’s aftermarket products while also raising awareness of TABS’ thermal barcode printer products. He’s also helping increase the company’s toner sales though the addition of new distribution partners and developing new programs. Plus he’s front and center promoting the company’s green initiatives, including TABS eco-oriented products.

What they’re saying about Tom:

“Tom Walter is part of an organization that positioned him to be the best at what he does. As a distributor he provides me with information to keep me informed with what’s going on in the market place. He’s always professional and very knowledgeable in the MPS/aftermarket line. He has strong relationship skills and a good head for business. That’s why he is part of my team!” Suzanne Carter, International Digital Solutions, Nuworld Business Systems

Stay Connected Share Your Views The Largest Circulation in the Document Imaging Industry 30,000 Copies Distributed Each Month!

Greg Walters CEO Greg Walters, Inc.

Why we think Greg makes a difference:

Love him or hate him, or simply disagree with him, Greg remains one of the most opinionated and polarizing figures in the document imaging industry. He isn’t shy about shaking things up and that’s not such a bad thing at all. He offers a fresh perspective on industry trends and isn’t afraid to call out the old way of doing things as not necessarily the best way. A proponent of MPS for many years, Greg was an ideal choice to take the leadership post of that association. One thing is for sure, you can always count on Greg to either ask those tough questions or say out loud what many in the industry are thinking, or if they’re not, should be thinking about.

What they’re saying about Greg:

“With Greg it’s never about it can’t be done, it’s more about why can’t it be done!” Art Post, Founder, Print4Pay Hotel

Greg Welchans President & CMO Supplies Network

Why we think Greg makes a difference:

He’s been in the industry for nearly 25 years, including nearly 14 with Supplies continued on page 52

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The Difference Makers: Network where he’s been hugely successful in leading and positioning the company for current and future successes as one of the industry’s leading imaging supplies distributors. Greg truly is one of leaders in this key industry segment.

What they’re saying about Greg:

“Greg Welchans is one of the very best all-around executives in the entire industry! His loyalty and thoughtfulness for his family, business partners and company is not only enviable but it is something I personally use as a benchmark for how I judge myself. People like doing business with Greg because he is genuine and operates with the highest form of personal integrity. I have always had a ton of respect for Greg and I always will.” Sam H. Richardson, Vice President, US Enterprise Inside Sales, Hewlett Packard Co.

traveler spending his days doing what he enjoys the most, being in front of his dealers. He isn’t shy about bringing ideas to dealers on how they can better leverage the Toshiba line to win business nor is he afraid to support dealers in new ventures if there will be mutually beneficial goals. Moreover, Larry’s word is as good as gold so when he tells a dealer something you can take it to the bank.” Tom Callinan, Principal, Strategy Development

Why we think Monte makes a difference:

Why we think Larry makes a difference:

Year in and year out you can depend on Larry to carry the torch for Toshiba throughout the company’s dealer community. He’s the consummate professional and someone who is personable, honest, forthright, and free of BS. If we were a dealer not already doing business with Toshiba and Larry came a knocking, he’d be the guy to convince us to take on the line because he’d be exactly the kind of industry professional we’d want to work with.

What they’re saying about Larry:

“Larry doesn’t lead the sales efforts of a “Big 4” industry player so he can at times be overlooked. But one group that definitely doesn’t overlook him is the Toshiba dealer community. Larry is a relentless 52

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“Monte is a key player in the development of industry leading channel programs in collaboration with OEMs and supplies vendors.” Bill Erpelding, Director of Marketing, Supplies Network

Gary Willert President & CEO LMI Solutions Monte White Vice President of Product Marketing Supplies Network

Larry White Vice President of Sales Toshiba America Business Solutions

plies Network.” Mike Johnson, Vice President North American Business Channels & SMB, Lexmark International

Monte White is a guy who has run the table by working for some of the most prominent players in the supplies industry since 1989, including Daisytek, Ingram Micro, Tech Data, and now Supplies Network. He’s got a reputation as a tough but fair negotiator, working with vendors to bring increased value to reseller programs. He’s also a good interview and we appreciate his thoughtful insights into what’s happening on the supplies side of the document imaging business.

What they’re saying about Monte: “We have worked with Monte White for a number of years. I find Monte extremely knowledgeable about the industry. He processes and understands both the positive and negative consequences for both Supplies Network and the manufacturer on issues that arise, about as quickly and accurately as anyone I have ever worked with. Monte is tough but extremely fair.

He is a great partner with which to work and we greatly value the long-standing relationship with both Monte and Sup-

Why we think Gary makes a difference:

Gary has turned LMI Solutions into more than just a supplies company.

Under Gary’s leadership, LMI is branching out and now selling remanufactured printers. That may not sound like such a novel idea and may not sound like it makes Gary someone who is making a difference, but if you look closer, it’s clear he’s making an impact and raising the bar in the supplies business by reinventing what it means to be a 21st century supplies provider for the document imaging industry.

What they’re saying about Gary:

“Gary Willert has elevated a commodity to a service business that has directly contributed to increasing LMI’s dealer customers. Key dealer influencers like Modern Office Methods are quick to praise the contribution LMI has made to their business. The company offers a comprehensive set of MPS tools – including demos, vertical market approach videos, a mobile sales pitch kit, multi-media playbooks customized for clients based on the products and services they sell, and professional creative services capabilities like video scripting and production.” CJ Cannata, Partner/SVP, Brand Strategy and Development, The Cannata Report continued on page 54

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The Difference Makers:

Thank Bob Willmes CEO & Founder Supplies Wholesalers

Why we think Bob makes a difference:

If anybody knows supplies and compatibles and how to make a living in that market, it’s Bob Willmes. Thirty years in that market counts for something, particularly when one takes into consideration that Bob was one of the first people in the industry to see an opportunity in compatible products even if it was only floppy disks way back when. Now with the founding of Supplies Wholesalers in 2010, he’s done an admirable job in building a successful business that meets the needs of dealers and resellers across the nation.

What they’re saying about Bob:

“Bob’s entrepreneurial spirit in the industry is unparalleled. For more than 20 years, Bob has built and run multiple successful businesses in the industry and has been an innovator all along the way.

He successfully built Printer Essentials into a leading wholesaler of imaging supplies before selling the company. He recently founded Supplies Wholesalers and has built it into a powerhouse in the industry, recently opening its third warehouse. There are few other leaders in our industry as visionary and entrepreneurial as Bob. I have had the pleasure of working with Bob for more than 15 years and have appreciated watching him build and develop his companies.” Jim Zipursky, Managing Director, Corporate Finance Associates MidWest

Stephen Young CEO Square 9

Why we think Steve makes a difference:

If it weren’t for Steve there might not be a Square 9, even if all of the credit for the creation of the company and the company’s flagship product SmartSearch doesn’t rest on his shoulders alone. Still, Steve is doing a terrific job of leading an organization that is one of the recognized leaders in ECM among the dealer and OEM communities. As Square 9 branches out beyond its core product, he’s doing a great job of bringing this message to market and winning over the hearts and minds of many BTA dealers who are looking for a solid ECM product and an organization that can provide them with top notch service and support amidst a crowded field.

What they’re saying about Steve:

“Stephen Young is spearheading efforts that are truly helping dealers manage documents for the ultimate benefit of end-users while easing the dealer transition to a services orientation. Steve, as well as the rest of his team I have had the pleasure of meeting, are also tremendous people to work with. Sincere, insightful, collaborative and respectful, Steve and company personify a true partner mentality.” CJ Cannata, Partner/SVP, Brand Strategy and Development, The Cannata Report ✦

Stay Connected Share Your Views

This special issue wouldn’t be possible without the input of the following individuals who took the time to respond to our requests for recommendations and comments about this year’s difference makers: Rebecca Adolf, Impact Networking; Darrell Amy, Dealer Marketing Systems; Ray Belanger, Bay Copy; Phil Boatman, Lexmark; Tom Callinan, Strategy Development; Frank Cannata, The Cannata Report; CJ Cannata, The Cannata Report; Bill Erpelding, Supplies Network; Charlie Fitzgerald, Mitsubishi Kagaku Imaging Corp.; Tanya Flores, ESP/SurgeX; Luke Goldberg, Clover Technologies Group; Jason Habbal, Vision Office Systems; Shane Hannan, Print Control Software; Harry Hecht, Consultant; Sarah Henderson, West Point Products; Josie Heskje, GreatAmerica Financial Services; Mike Johnson, Lexmark; Larry Kirsch, Merit Business Systems; Derek Martin, US Bank; Ed McLaughlin, Valderus; Chip Miceli, DPOE; Lori Montgomery, Supplies Network;

The Largest Circulation in the Document Imaging Industry 30,000 Copies Distributed Each Month!

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Business Profile

Square 9: For Dealers and Resellers in Search of a True Content Management Solutions Partner

I Steve Young President and CEO Square 9

f it wasn’t already, it’s safe to say that the document imaging industry has reached a turning point where solutions are as critical as hardware among a dealer’s and reseller’s product offerings. The upshot is that dealers and resellers are on a never-ending quest to find a solutions partner that can not only help them differentiate themselves in a highly competitive selling environment, but provide the much needed support to ensure their solutions selling success.

That’s where Square 9, a provider of both cloud-enabled and on premise content management solutions, fits into the picture.

“We help businesses work more efficiently through automation of their business processes,” says Stephen Young, president and CEO. “We don’t talk about document management as much anymore; our focus is on helping drive efficiency in any organiza-

tion by automating many of the things businesses do on a daily basis.”

Young and company are clearly onto something, especially when one considers the company’s growth rate. From 2010 through the start of 2014, Square 9 grew an impressive 448 percent. That’s right, 448 percent.

“We’re looking to continue that trend this year,” says Young.

“After the first two months, we’re already up 42 percent year over year.”

Since 2006, Square 9 has grown from six employees to 62 with Young predicting that number to expand to 75 or so by the end of 2015.

Something else that Square 9 is doing right besides building great products and growing like crazy is having a strong business model to go with a solid channel that sells its products to more than 12,600 customers.

History Lesson

Square 9’s origins date back to 2001 when it was a division of InfiNet Business Systems, an ECM solutions provider and software integration house. InfiNet Business Systems delivered document driven solutions and also developed custom solution extenders for technology providers, including Kofax and Sharp. In 2005, a separate product development division was created to focus on the development of standalone solutions for document capture and workflow.

The most recent incarnation of Square 9, and the Square 9 that spun off from InfiNet and still operates today, was originally founded by Young and two partners in 2006 in a coffee shop in New Haven’s historic Ninth Square District.

“They had free Internet and great coffee, so that’s where we began developing the concept and the early stages of SmartSearch,” recalls Young.

In 2006 Square 9 Softworks was separately incorporated as a result of the tremendous growth in its SmartSearch product line.

“We were a young upstart company trying to change the perception and model of enterprise content management,” adds Young. “Today, I believe we’ve been able to strongly influence the direction of the market and are much more focused now on optimizing the opportunities for ECM and driving that next generation, rather than trying to change the model.”

A Proven Technology Platform

Between its standard and optional capabilities, Square 9’s flagship product, SmartSearch, can meet any document management needs from capture and routing, to OCR, to user initiated and completely automated workflows.

As the company’s market share continued to grow with the development of an international channel sales model, additional products were developed and continued on page 57

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Square 9 released. Today, the Square 9 product suite includes GlobalCapture for automating document capture and image processing, GlobalForms, a web-based solution for replacing paper based forms processes, GlobalSync, a unique hybrid cloud document storage solution, and GlobalSearch, a cross platform web client for document delivery.

With the release of GlobalSearch in 2011, Square 9 extended its platform to include a Web 2.0 technology stack. These advancements in technology have allowed Square 9 to embrace true cross platform compatibility, including Internet Explorer, Chrome, Safari, Firefox and Opera. Also gaining in popularity is the GlobalForms eForms creator, which is driving a lot of business these days. GlobalForms helps customers create dynamic web-based business automation.

“SmartSearch is the base platform for building those document centric solutions,” explains Young. “The rest of the parts create complementary solutions.

Because SmartSearch also includes GlobalSearch we’ve given the user the ability to work either through a LAN or Web client. That gives them more flexibility at no additional charge.”

In addition to its software development division, Square 9 also develops and delivers company-specific integrated solutions with its professional services practice. The Square 9 Professional Services Team helps organizations develop greater workflow efficiencies by integrating ECM with line of business applications through additions including web-based forms design and variable data printing.

Customer Appreciation

There’s no single reason why dealers and resellers select Square 9, there are several.

“First, you have to commit yourself to constantly evolving your product,” emphasizes Young. “Markets change all the time and so do the needs of partners, so even if you have a great product you’ve got to continue to reinvest in it.”

On average Square 9 develops about 40 new feature enhancements each year in addition to product development.

The company has also wrapped a strong support infrastructure around its

“They’re usually familiar with our prodproducts, including pre- and post-sales ucts, but they don’t know about our modsupport to ensure that its dealers and el. We had a training class yesterday for resellers are successful. “That’s what it’s all about,” says Young. “If a new dealer or about 12 new dealers. When we reviewed reseller tries to take you on and they don’t the levels of support that we provide them, have success, it’s going to be a short-lived compared to what they’ve seen [from other solutions providers] it draws a very relationship.”

Although not everyone needs the same sharp contrast. It’s a big reason why we attract so many resellers and a big reason level of support, Square 9 has resources why we retain such loyalty in our existing in place to provide as little or as much support as necessary to ensure the success channels.”

Another reason dealers and resellers of their resellers. That’s important when select Square 9 is because they’re easy dealers are being bombarded with a batto do business with. It helps that Young tery of new solutions all the time. started as a dealer reselling other vendors’ “A lot of dealers have so many differproducts. “I’ve worked as a manufacturer ent products and it’s difficult for them to and as a dealer and the truth is dealers be successful without a certain level of support from the factory,” explains Young. have a wide range of choices of solutions providers and if you’re not going to work “In addition, our regional sales team includes a dedicated solutions engineering collaboratively with them, you’re not going to retain their loyalty.” team. This is an overlay to our regional sales directors and they do everything from product demonstrations, scoping calls, pricing configurations, workflow analysis, etc. The important thing is they ensure that the project is scoped and configured correctly based on the customer’s Collaboration has been key needs to ensure a higher to the success of Square 9 rate of success.”

Square 9’s professional services team is available to assist with implementations or augment services A Horizontal Approach While other document management comthat the dealer might not provide, such as panies take a vertical marketing approach, workflow design or SQL scripting. “We Square 9 approaches the market horizonnot only focus on our solutions, we also tally. Square 9 offers ‘Purchase to Pay,’ a provide support for third party products,” solution for Accounts Payable automation, says Young. “For example, if you’re ‘Hire to Retire’ for HR on boarding, and working with PlanetPress or you need an contracts management with integrated advanced capture solution like ABBYY e-signature support. “With these solutions, FlexiCapture, we can give you that one you can walk into almost any organization throat to choke.” because nearly every organization has Another asset is Square 9’s Help bills to pay,” notes Young, who adds that Desk, which Young describes as “World accounts payable processing accounts for Class.”“Across our industry, support is frequently measured in hours or days, but more than 60 percent of Square 9’s new installations. “It’s an area that everyone at Square 9, we’re focused on delivering understands; they see the efficiency, and it in minutes.” use that as a starting point. We work When asked what’s the one thing most across any number of vertical markets resellers he talks to for the first time don’t too, but it’s much more of a horizontal seem to know about Square 9, Young approach.” pinpoints the company’s business model. continued on page 58

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Square 9 Trend Setting

In any technology business, one must be cognizant of trends and react accordingly.

That’s what Square 9 has done consistently since 2006. The most significant trends impacting businesses today are mobility and the cloud. “If you look at our recent and go-forward product strategy, it’s heavily weighted in those areas,” states Young.

Perhaps the biggest trend that Young expects to have an impact on is business process automation. “This can grow even faster than the cloud because there’s such an ROI behind it,” he maintains. “People have been accustomed to document routing and what they’re starting to see is they can capture high-value data from those scanned images and instead of just using that to file a document away they can feed that data to a line of business application.

For example, we’ll extract all the information off a vendor invoice and instead of just filing that document away, we’re creating a voucher in Microsoft Dynamics or creating a payable in QuickBooks.

What it’s doing is eliminating a lot of that manual data entry to allow organizations to work more efficiently. Since the days of the great recession, people are trying to do more with less and you can save on back office expenses and make revenue by generating opportunities and more customer facing activities; I think it’s going to pay

dividends and that’s what customers need to compete in a global climate.”

OEM Partnerships

As Square 9 has grown and been accepted by an increasing number of dealers and resellers, it’s impossible to minimize the impact partnerships with the OEMs have had on the company’s growth. OEM partners include Toshiba, Konica Minolta, OKI Data, and Xerox via the Global Imaging channel.

Still, Young has a realistic perspective of where Square 9 fits into the big picture, whether it’s with the dealer channel or the OEMs. “We understand we’re a small part of what the dealers do and what the manufacturers do. We’re a strategic decision. If you look at some of our largest dealers, we may represent only a couple percentage points of their revenue. What we do is help them sell more equipment. When you look at a company like Toshiba or Konica Minolta, and look at us, this is a strategic play to help them to drive equipment sales through our integrated software solutions.

Conversely we’re looking at them not only as a manufacturer of office equipment, but as a sales organization. These guys are very talented at going out and attacking a market, and building on their success in the equipment space. When you look at

the number of feet on the street that these companies represent it is obvious the value they bring to us. We wouldn’t be where we are today without our OEM partners.”

Looking Ahead

Young and company have high hopes for 2015 based on the great start out of the gate this year. “With the activity we’re seeing, the rollouts and our OEM relationships, we’re projecting continued revenue of over 40 percent.”

Square 9 is also aggressively moving into Latin America, driven in part by some of the company’s OEM partners. “We’re also expecting for the channel to build in the UK and Western Europe, a place we started in towards the end of last year,” adds Young.

From a product perspective he’s excited about the release of a new webbased platform scheduled for the end of October. That platform will be prominently featured at Square 9’s annual dealer and customer event, Encompass 2015, to be held October 20-23 in Clearwater, Florida.

“We’re expecting this platform, coupled with a new analytics module that we’re releasing at the same time, will provide our dealers with an exciting new level of services they can offer to customers,” says Young.

In addition, the company, having outgrown its facility in downtown New Haven, will soon be moving to a new location that will allow them to triple in size.

All in all, it’s been a terrific first nine years for Square 9, and all signs point to even more upward and outward mobility going forward. ✦

Contact Information

Square 9

The Square 9 development room

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129 Church St. New Haven, CT 06510 Web: www.square-9.com E-mail: sales@square-9.com Tel: (203) 789-0889

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Service Excellence Diamond Award Winner

Office Technology Service Excellence Award

DIAMOND LEVEL

Digital Office Systems Continues to Meet Customers’ Expectations with Superior Service

D

igital Office Systems (DOS) in Wichita, KS is a locally owned independent dealership that markets Konica Minolta, Ricoh, and KIP digital imaging systems. Ever since it opened its doors in 2001, DOS has focused on an ethical, personalized, and partnered approach to the way it conducts business, an approach that’s been the foundation for many longterm customer relationships.

Central Kansas. Most customers can be categorized as SMBs, although you’ll also find a few school districts and some medical facilities among DOS’s client base. Customers tend to choose DOS because they offer quality products and service, and because they make it easy to do business with them.

Since we’re talking about service, let’s go on record that there aren’t many dealers in the country

From left to right: Ken Brasted Owner, Paul Wilkinson Service Manager, Brian Wilbert Owner DOS also recognizes that superior service is paramount to customer retention. It’s all about protecting customers’ equipment and extending the life of that equipment. A key strategy for making that happen is a proactive service model in which the latest troubleshooting technology and software is used to quickly resolve problems, often anticipating issues before they even happen.

The dealership’s service department is responsible for customers in nine counties in South

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that do as good a job as DOS. In fact, based on BEI Services rankings, DOS rates as the Number 2 dealership in the country, just 1.8 points shy of the top dealership.

Without a doubt that’s cause for celebration and why DOS has earned BEI Services’ and ENX magazine’s Office Technology Service Excellence Diamond award.

“They’re really well run,” says Steve Sharkey of BEI Services.

Need more proof? Just look at the numbers. Their incomplete

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for parts calls consistently runs in the 5-7 percent range. Their callback numbers are in the 2428 percent range, and they are currently fourth overall among BEI Services’ dealer customers in First Call Effectiveness (FCE) at 68 percent.

Contributing to that strong showing is a team of techs, including some of the top rated techs in the industry based on BEI Services data. This is something that DOS CEO Brian Wilbert, COO Ken Brasted, and Service Manager Paul Wilkinson take pride in. After all, service is a team sport and even though much of the burden is placed on the techs in the field, it takes a welloiled organization using the right tools back at the home office to help those techs be successful.

The addition of BEI Services in 2004 to DOS’s service toolset has made a big difference in the quality of service DOS provides.

“It was important to me coming from the service side of things to understand and compare ourselves using real numbers,” states Wilkinson. “When I have real numbers I can really benchmark.”

And as the company has grown to 50 employees, including 16 service techs, that ability to benchmark has made a huge difference in a dealership that has grown from a zero base in 2001 to $11 million in sales last year.

DOS was already doing a fine job from a service perspective prior to implementing BEI Services, but having the metrics to see exactly how they were doing compared to others in the industry and improve upon has enabled them to

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Digital Office Systems only get better. “FCE was the biggest thing we improved on,” states Wilkinson. “When we first started, our FCE was pretty low; we’ve now gotten it to where we are regularly in the 60’s and sometimes as high as 70 percent. It’s been a huge improvement as has our hold for parts.”

Having the right parts at the right time has been key to reducing the number of call backs; there’s nothing magical about it. And for those rare instances when a tech doesn’t have the part in his car stock, DOS has a quick fix.

“If the tech gets to a call and sees they don’t have a part we’ll bring the part to them while they finish cleaning the rest of the machine,” states Wilkinson. “Doing things like that has brought our FCE up.”

And up it is. In January 2006, FCE was hovering around 38 percent, today it’s an impressive 68 percent.

Have customers noticed the improvement?

“Our growth is the proof they’re noticing it,” states Brasted. “In a market this size you can’t continue to grow in an industry that’s flat at best. We have concrete proof of that. Our Net Promoter Score is in the low to mid nineties which is evidence that the customer loves what we’re doing.”

Response time has improved as well.

As DOS has moved into the upper 30 percent of FCE it has seen its response time drop from seven hours to four. “That’s something an end user notices,” adds BEI’s Sharkey. “These guys are getting there twice as fast as they used to simply because their FCE is so much better.”

The BEI metrics has also allowed Wilkinson to focus more on territory management. It used to be the first tech

available would take the call, but DOS now uses a structured territory system, which has also helped reduce service costs. “Having primary and backup techs in territories has cut their travel time and our travel costs quite a bit,” he says.

Other metrics that have helped enhance service is BEI’s parts per model data.

“They do a good job of tracking each model’s commonly used parts and that helps our guys get their car stocks in line depending on what models they’re working on,” notes Wilkinson.

Besides providing customers with outstanding and timely service, the program can be used by the dealership to reward techs with bonuses based on their performance numbers. “They really like it a lot,” says Wilkinson who enjoys posting the numbers and handing out the rewards.

“They can compare themselves against their peers and if they’re at the low end it gives them the motivation to improve. It also motivates them to get trained on the bigger machines.”

Those bonuses have even impacted recruiting. “From a recruiting standpoint it’s outstanding,” emphasizes Wilber. “Generally, everybody is close to the same labor rate per hour for techs, but when you can reward them with that dollar amount based on how they perform, that’s always above and beyond what they were making [elsewhere].”

Just because DOS is a Diamond Award winner doesn’t mean they can sit back and relax. “I’m always looking to improve our callback numbers and our hold for parts numbers,” says Wilkinson.

“The fewer calls we have to come back for with parts, the better we are and the better it is for our customers.”

And what’s the strategy to make that happen?

From left to right: Brian Wilbert Owner, Ken Brasted Owner 62

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“Continue to use BEI, continue to look at the numbers, continue to make sure we’re stocking the right parts, continue to make sure we’re training our guys, and continue to make sure that they understand when new products come out that

we’re getting them trained right away and they have all the tools that they need to perform,” replies Wilkinson.

Rating the performance of DOS’s techs has proven helpful for training purposes as well. “When we have models where we see that there’s room for improvement we can take the guys who have the best numbers and have them cross train the guys who are struggling a little bit,” says Wilkinson.

Obviously, money is a motivator and with that kind of motivation it’s not unusual for DOS’ techs to take an extra call at the end of the day or start early so that they can make more calls and be rewarded for it.

Being a Diamond Award winner has its privileges and DOS plans to leverage this with their customers, touting it in their newsletter and bringing it up in conversation whenever the opportunity presents itself.

“We think it’s great,” states Wilbert.

“It’s a nice honor for us and we appreciate it. What customers understand most is how we pay our techs and that they get paid by how long a machine runs. The longer it runs, the more they make. When we describe it that way, they understand it pretty well.”

Any advice for their peers who would like to see their service numbers improve?

“Training is huge and it’s amazing how many other dealers I talk to and techs I interview that don’t get certified training,” observes Wilbert. “I’d also say invest in BEI. It’s a great program and incents your techs to do a good job.” ✦

Digital Office Systems (DOS) Wichita, Kansas

CEO: Brian Wilbert COO: Ken Brasted Service Manager: Paul Wilkinson Techs: 16 Territory Covered: South Central Kansas

How they’re doing:

• Incomplete for parts calls - 5-7% • Callbacks – 24-28% • First Call Effectiveness 68%

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Charles Lamb

Managed Services

Compensation – The Rudder Of Your Ship!

W

hen I talk about compensation and commissions that drive success, many people assume that I mean, pay out more money, but I assure you, that is not the point.

I simply mean, put your money where your plan is! When I look at today’s sales organizations and watch how the day to day execution happens, most sales reps run their own plan, mostly because no one has given them another. In almost every case, sales reps will find the loopholes in your pay plan and will line up every deal to max their payout.

When I hear dealers speak about wanting to transform a certain percentage of their business to managed services and find out that there has been no real change in their sales compensation plan, it typically doesn’t lead to success.

The numbers of dealers that try to lead their business without a serious marketing execution plan amazes me. Time and time again this creates the environment where sales reps typically won’t sell enough throughout the year to pay for themselves. Whose fault is this? This failure is a Business Owner, Sr. Management issue. By

“The numbers of dealers that try to lead their business without a serious marketing execution plan amazes me.” not having a crystal clear marketing plan, everyone in a sales role is forced to make it up as they go.

Think about your own company, when newly hired sales reps go through orientation and then are thrown into their territory 64

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with little more than a telephone, gas allowance and a “good luck” plan. A proper compensation plan should be an activity-based compensation for the funnel building stage. This means you specifically define in detail how many phone calls, appointments and presentations they must do to increase and/or maintain their income. By clearly defining the new rep’s activity they should end up in a position to successfully achieve their quota at the end of this onboarding phase.

A great compensation plan doesn’t turn mediocre sales reps into great sales reps. Great sales reps WILL recognize a great comp plan and they’ll drive themselves! You get what you pay for and your sales comp plan should pay for what you get!

One common situation I see surrounding sales compensation is that dealers are possibly too stingy when it comes to transformation and managed services.

When this is the case, the sales rep’s response isn’t always an open rebellion; they’ll simply choose the easiest, shortest path to the most amount of money.

Sound familiar? This is exactly like your company’s model. Managed services take up an enormous amount of time and if they aren’t going to be paid fairly, they simply won’t sell your services.

You may think your commissions are fair, but if your reps aren’t selling what you want them to sell, you have to find out why.

If they believe you’re holding back on the coin, they will boycott and you’ll not make anything either. In this case one of you is wrong and you have to decide whether it’s them or you.

If it’s you, go back to the drawing We Saw It In ENX Magazine

board and fix the compensation so they’re motivated to sell your service deliverables, and if it’s them, you might ask yourself if they’re right for your company.

So what’s the big picture here?

I think it’s easy to see that most dealerships are lacking successful transformation to services, account retention and capturing new clients. So building the right transformation income opportunity for your sales team is very important.

A few other popular areas where I believe a tweak or two to the sales comp plan would benefit all, would be in preventing leases from being renewed way too early. To discourage the practice of renewing leases prematurely, you should look at a commission adjustment to deter this behavior.

Why is this important? If you roll your leases too early just to fill quota, you’re probably going to make little profit on the deal and it’s a good possibility that your maintenance agreement will be adjusted downward as well.

Today, most leases are sold with a “lower cost” benefit and thus keeping your leases in play for as long as possible is usually best.

I would also suggest that you tie your lease renewal payout percentage to the rep’s new business attainment quota. So if they satisfy their new business plan for the month their renewal commissions would pay them at 100%. If not, then their renewal commission would be adjusted downward to match their new business results.

If their new business attainment were 70%, then they would be paid 70% commissions instead of 100% on that month’s renewals. This keeps them focused on growth and not just living in

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Compensation – The Rudder of Your Ship! your portfolio. Obviously, exceptions can happen. Written correctly, your sales be made when competition causes the comp and commission document should lease-renewing situation. protect the dealership from sales reps that Another area of concern and not far lower maintenance (that they don’t get from the first situation is when a sales rep paid on) to hardware (where they do get lowers the maintenance agreement to add paid), just to make a deal happen. profit to the hardware sale. This is amaz So if we focus on your need to transingly popular across the country and is a form your business to managed services, very easy fix. If a lease renewal incurs there are many ways to design your sales a drop in either monthly maintenance compensation plan to drive this objective. or click charge, the house has to recoup Both sides of the those moneys and they should be takhouse, new business “On the new business side en out of the deal reps and account at the time of sale. it’s best to have a team managers get to conDid you ever notice tribute to this goal. completely devoted that the majority of With the account to securing net new clients.” lease renewals are managers, we simply quoted to a client design a compensawith a slightly lowtion plan that requires a certain percentage er payment than the previous lease? Why of managed services sales secured from is it that no one goes in and says, “Your the client base. As long as it’s a reasonnew MFP or printer has some great new able requirement, then, like before, their capabilities that I know you’ll use and is only $25.00 a month more than your payout on renewals would pay according previous agreement”? It simply doesn’t to their success in the managed services We Saw It In ENX Magazine

sales quota attainment.

On the new business side it’s best to have a team completely devoted to securing net new clients. This team has zero distractions and can spend 40 hours per week setting new client appointments.

Like a new employee they’ll require 90 days for building a pipeline. Their compensation plan will pay them for activity first and then, more than likely a total contract value compensation plan. This position will require a true hunter personality and is typically going to cost you more in base than the normal hardware sales rep.

The good news is, when they start to get traction, 5 or 6 of the right kind of deals will produce significant growth. Most of these jobs pay a monthly residual also based on quota attainment.

Misaligned sales compensation is like getting on a ship without a rudder—you won’t really know where you’re going and you won’t know when you’ll get there.

Put a rudder on your ship and design your sales compensation plans to take you exactly where you want to go! ✦ May 2015 | www.enxmag.com

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Dealer Spotlight

From Office Supplies to Office Technology and Managed Services: Datamax President Barry Simon on Making All the Right Moves

W Barry Simon President, Datamax

hat a ride it’s been for Datamax President Barry Simon since entering the industry in the early 1980s. What started with office supplies has evolved into a career selling office technology and Managed IT. Simon’s Little Rock, Arkansas-based dealership is a major player in its market. Customers seem to love Datamax. There’s a good reason for that too. At Datamax the goal is to not only provide the utmost in customer service, but to turn customers into “Raving Fans” of Datamax. And they’ve got more than a few of those.

To get a better idea of how Datamax does it, I spoke with Barry Simon who was gracious enough to share his story with me and how he went about making all the right moves to create a successful office technology and Managed Services dealership.

How’d you get into the business?

SIMON: My background was

supplies. I got into the office supply business in 1978. In the late 1970s, early 1980s a friend introduced me to Dick Callier and Steve Sumner. Steve had an AB Dick Products company in St. Louis and they had just changed the name to Datamax. I started in the supplies business for them in St. Louis. Then, in 1983 we acquired AB Dick Products Company in Little Rock. I came here in 1985 and have been here since then. What a great business this is—technology and business to business.

Speaking of business, how’s business for Datamax?

SIMON: We finished the end

of last year strong because everybody was trying to close a lot of business to win our President’s Club trip. Because of that the first couple of months of this year were a little slow.

We also got hit with weather, not that that should ever be an excuse, but we don’t ever get bad weather like that in Arkansas. We had to shut down for a few days, which is not what we’re used to.

We have a good close list sitting out there so things are looking pretty good and I feel this is a promising year for the business.

What areas of the business are growing the fastest?

SIMON: Managed Services and

production print. At one time our black & white clicks were going backwards, now they’re moving up. And it’s not just because the cost of the click has come down. Color has picked up, and we just did a review with one of our manufacturers and the color side has gone up too. We’re also doing well with Lexmark’s A4 product line. That’s been a plus.

What’s going right for you in those segments?

SIMON: We’ve been in the IT

business ever since we acquired a computer company. Then we got involved with Paul Dippell of Service Leadership and that has helped us get more focused on the Managed Services side of our business.

In production we hired someone who understands workflow. If you’re selling production you better know workflow. We found the right person so we’re now more of an asset to that customer.

Do you have specialists selling Managed Services?

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Datamax President Barry Simon on Making All the Right Moves SIMON: Different people call them

How soon after you started offering Managed Services did you realize you were going to be successful or were seeing positives?

different things. Some people call them subject matter experts; to me they’re salespeople. We have three salespeople on the IT side that could be considered subject matter experts. Because our copier salespeople have relationships with our customers they also have the ability to sell everything. That’s helped us and has made it easier and helped smooth the way for our IT people.

SIMON: Almost immediately because our

people felt this was a differentiator that none of our competitors at the time could do or were doing. It made it look like Datamax was in the technology business.

Who makes the best customer for Managed Services?

What segments of your business would you like to see do better?

SIMON: Everybody talks about going

SIMON: Preferably, customers who don’t

have an IT person on staff.

beyond the box with solutions. For us solutions are Lexmark’s Virtual Solutions Center, Konica’s Dispatcher Phoenix, and with Canon it’s all about UniFlow.

What we’ve done is to try to pick the right products and be the best with them.

We need our salespeople when they’re out talking to customers to be solutions providers versus just selling the box.

We’ve had some success, but it hasn’t been the success that we want.

How did you get into Managed Services?

SIMON: If you remember the cliché,

if you own the network, you own the account; I don’t know if we fit that, but we were thinking about it. So around 1998 we surveyed our customers, asking them if they trust us with their copiers how would they feel about us handling their computers and network? It wasn’t called Managed Services at that time; it was providing them with block time. They came back and said, “We like you as a copier company, but we don’t know if we would trust you as our IT provider.”

With that information we went looking for a company to acquire and did that in 2000. They were an Apple dealer that was strong in computers. That also helped with the production [side of our business] because we sold Canon color copiers. That evolved over the years. We went from selling a lot of computers and selling block time, and then document management. Now we manage their networks. I wouldn’t say we were ahead of our time, but making that acquisition allowed us to get into Managed Services early enough and make money at it.

What’s the one thing you know now about Managed Services that you wish you knew when you first started offering it?

SIMON: I would have liked to have

married our copier sales people with the people from the computer company up a little bit better so the merger of the two would have been smoother when calling on our customers.

That was part of it, and the other part was understanding that if you’re in the IT business, you can’t do this for everybody.

You have to pick a niche and be good at it. For us it was 10-100 users with the sweet spot being 15-50 users.

You’ve got a diverse mix of technology partners on the hardware side, Canon, Konica Minolta, HP, Kyocera, Lexmark.

How do you present such a diverse range to your customer base?

SIMON: We started with Canon then

added Kyocera’s printers so we could offer Managed Print. We wanted a product that we felt would be competitive and Kyocera fit that niche. Then we went to Lexmark for the A4 and they’ve been a great partner. Then we added Konica Minolta.

They had been calling on us for four or five years. Konica was rising in color and people were telling me it wasn’t wise only having one product line. They told me if we had more than one line we’d get better support. The only time we sell HP is if somebody wants it; we don’t promote it, that’s not our main thrust.

We try to be vendor agnostic. Our people need to understand what Canon

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does, what Konica does, what Lexmark does, and they need to understand Kyocera printers. We understand the application and have accounts with all three product lines in them. You go into the hospital and you look at nursing stations, there’s nothing better than a Lexmark machine. And you have areas where Canon A3 is a better product, and production, we have Océ sitting next to Konica color. I don’t know if manufacturers would agree with me, but there are accounts I don’t think we’d have if we had only one product line.

“…We try to be vendor agnostic. Our people need to understand what Canon does, what Konica does, what Lexmark does, and they need to understand Kyocera printers.

You’re also big on document management; can you briefly explain your approach to that?

SIMON: We started off with other

document management companies before selecting Laserfiche and it’s been great.

We have pretty good recurring revenue coming in from them and have people on Managed Services accounts where we also manage their document imaging.

Laserfiche has been a good partner. We just secured a big worldwide account with their help. They are a good source for us and our people are focused on it.

We have three people who understand workflow and the engineers who do the installation and understand workflow, and that’s the key. You have to make sure you’re a resource.

I find it interesting that when it comes to solutions you take a more generic approach rather than a specialized one?

SIMON: We try not to do specializations

for people. When you start doing that you get yourself in trouble. We try to stay within what we’re capable of doing. While they’re good at what they do, if your specialists leave, you will lose your ability to create ‘Raving Fans’ with your customers. continued on page 68

May 2015 | www.enxmag.com

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Datamax President Barry Simon on Making All the Right Moves With so many different segments to your business and not being in a major market, how do you find the right people to staff these various segments of your business, especially since it seems that some of them need specific expertise?

SIMON: We’ve been fortunate. I’ve

been part of CDA since 1985. At that time there were a couple of dealers working with Mike Reardon. He and I met in 1995, shook hands, and agreed to a partnership. He introduced me to the process of Centers of Influence (COI).

All our managers and supervisors focus on that. In that process we are always recruiting using COI. The other thing we want is for our employees and customers to be raving fans. We encourage all our people to recommend us to their friends because if they’re not working for Datamax, they’re not working for the best company.

Between our COI’s and our people who have been here for a while, that has helped us. I tell our people we should

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never be surprised if somebody leaves the company, nor should an employee be surprised if we have to make a career adjustment. There should be constant feedback of what’s going on. We’ve been fortunate to keep some good people across the board and we’re constantly recruiting. This morning the VP of sales and I were at the University of Arkansas at Little Rock. We went there to meet students graduating in May. It’s just constantly being out there.

Let’s talk more about you, what’s the best thing about what you do at Datamax?

SIMON: I like seeing people succeed,

prosper, and grow. When you’ve seen somebody who has been with you for 30 years and seen their kids grow up, that’s great.

You also appreciate the technology, don’t you?

SIMON: We started with mimeographs,

spirit duplicators, offset presses, and electronic typewriters. They’re all gone, but the business still continues to grow

because of technology.

What’s the one thing you dislike most about running a dealership?

SIMON: We’re all in a lot of meetings.

That’s what presidents do. If they’re productive that’s okay, but I like being around people and being out there.

Can you imagine yourself doing anything else?

SIMON: No, this is a great business.

What do you do for fun when you’re not working?

SIMON: I get up every morning at 4 and

go to the gym and work out. I also play golf, ride my bike, and just try to keep myself in shape.

How does the rest of 2015 look for Datamax?

SIMON: It looks great. Now we just

have to stay in tune with that. People respect what we inspect and we have to consistently inspect and have good close lists. I feel confident. ✦

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69

Troy Harrison

Sales & Marketing News Briefing

The 30 Minute Relationship

R

ecently, while perusing discussions on my LinkedIn groups, I saw a statement that can only be described as a doozy: another sales trainer posted, “I can teach you to build a relationship, based on trust, that will last a lifetime, and accomplish that within a 30 minute sales call.”

Wow. That’s quite a statement.

And let me make a statement, as well: I cannot teach you how, within a 30 minute sales call, to build a lifetime relationship based on trust.

Of course, I suspect that the author of the statement can’t do so either. In fact, I’m sure he can’t; earning a lifetime’s worth of trust cannot be done within 30 minutes.

People simply don’t work that way.

However, if your sights and your goals are set correctly, you can accomplish some important things in a 30 minute sales call. Let’s talk about what they are.

Establish Dialogue:

The first task on any sales interaction is to generate a comfortable dialogue for both parties. Any sales interaction begins with fear on both parties’ sides. Your customer has a fear of making a bad deal, or at a minimum, wasting time. You have a fear of not selling and not succeeding.

Within the first 30 minutes, you can put at least some of those fears to the side. The fear creates a wall between the two of you; if that wall isn’t lower by the time you leave than it was when you started, you’ve missed something somewhere.

Become Memorable: One of the most difficult aspects of selling is being remembered when you’re not in front of the buyer. We all like to think that we are incredibly distinctive and memorable people, and that not 70

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www.enxmag.com | May 2015

only will our customers remember us, they love us after meeting us. It isn’t so. Years ago, I did an exercise with a company I was working for. In this exercise, we surveyed customers that had been seen the prior week by salespeople. We simply asked them if they recalled being seen by a salesperson from our company, who the person was, and what stood out about the conversation. (I should point out that my sales force was the top branch in the country for this company.)

The results were sobering.

60% remembered being seen by one of our people. Less than 50% could recall a name. Only about 25% could remember any of the conversation. However, invariably, when someone did recall the conversation, their recollection was that the salesperson “asked a lot of tough questions.” This is what makes you memorable to your customers – asking questions that get inside their heads.

Deposit into Your Emotional Bank Account:

The Emotional Bank Account is at the center of all of your relationships. Essentially, the EBA is a measurement of how much “equity” you have earned with the other person. We are constantly making deposits and withdrawals in our EBA’s; the key is to maintain a positive balance by making more deposits than withdrawals.

We make deposits by making positive gestures toward the other person. We make withdrawals by asking things of the other person that might be unpleasant, tough, or uncomfortable for them. In the first 30 minutes, it’s critical to begin making deposits into the EBA; if your balance is zero or negative at the end of the first 30 minutes, your customer is likely to close your account.

We Saw It In ENX Magazine

Gain Understanding of Your Buyer:

One of your first tasks as a salesperson is to begin to understand your buyer – and by that, I mean understanding his/her perspective and worldview as it pertains to business dealings. You do that by asking good questions about your buyer’s background, the things they enjoy about their work, and good big-picture questions about the company itself.

Align Yourself With Your Buyer:

As important as understanding your buyer is aligning yourself with your buyer. When the sales call starts, one of the buyer’s assumptions is that you and he are on opposite sides of the table, and not necessarily working in the same direction to a common goal.

You’re a salesperson, and the perception of a salesperson is that of someone who is trying to “push” a product or service off on the buyer without significant regard for the buyer’s well-being and interests.

You can communicate, through word and deed, that you are on the buyer’s side and that you are working in the same direction.

(Maybe) Generate an Opportunity:

This one depends greatly upon your offerings and sales environment – but, yes, it is possible to generate an opportunity for a proposal or even an initial order on a 30-minute sales call.

What’s important is to keep this in perspective; even if you have generated actual business in 30 minutes, it does not mean that you have generated that “lifetime” relationship. It means that you have generated enough trust with your buyer to give you a tryout; what you do from there will determine if you ever have that opportunity to build a lifelong relationship. ✦

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71

Jim Zipursky

Exit Strategy Part 2 of 3

The 10 Biggest Mistakes Business Buyers Make

I

n last month’s article, we discussed the first three of 10 biggest mistakes buyers make when acquiring businesses. In this article, we examine mistakes #4 to 6 of the 10 Biggest Mistakes Buyers Make when buying businesses.

Mistake #4: Not having a defined acquisition budget

Just like the adage, “A failure to plan is a plan for failure,” entering into discussions to acquire a business without defining your acquisition budget is a recipe for disaster.

“A failure to plan is a plan for failure...”

I realize sometimes acquisitions are “opportunistic” and unplanned. However, before you enter into serious negotiation on price and terms, you need to determine what you can afford to spend and what you are willing to spend, as well as how you will finance the purchase, before you make an offer.

As mentioned in last month’s article, a common mistake (#2) is not having your acquisition financing in place before you go deep into the acquisition process.

Once you have an idea of what you can borrow or finance, you will more readily be able to set your acquisition budget.

Not planning on borrowing money to finance the purchase?

You still need a budget, which might be determined by your desired return on investment (ROI) or your risk tolerance (which is 72

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www.enxmag.com | May 2015

tied directly to purchase price).

Working without a budget may lead buyers to either overvalue the deal (see mistake #5 below) or to underestimate the amount of financing necessary for the transaction.

Recently, a buyer asked for our assistance in negotiating a deal to acquire a direct competitor. When we inquired of both the buyer’s acquisition budget and financing plans, we were told, “Don’t worry about it, money isn’t an issue.”

Fortunately for the buyer, we did worry, as we tend not to be believers when we’re told money isn’t an issue (because it almost always is). We helped the buyer craft a budget which was critical because, in doing so, we learned it would have been impossible for them to acquire the competitor without severely impairing their own business.

Before you go searching for acquisitions, or as soon as one finds you, spend time to develop your budget and set your parameters on how you plan to finance the acquisition, then make sure you don’t commit mistake #5 below.

Mistake #5: Falling in love with the deal and/or busting your acquisition budget

Once you develop and define your acquisition budget, do not break it, no matter how much you “love” the deal you are considering. We have seen too many buyers make the mistake of rationalizing paying more than they can afford or want to spend, only to regret the decision.

We Saw It In ENX Magazine

It is never a good idea to convince yourself to spend more than you can afford, even if banks and lenders are willing to give you the money to do so. Just because you can afford it doesn’t necessarily make it a good deal or a wise decision.

We have witnessed many acquirers overvalue the synergy (see mistake #6 below) in the deal or just build in extremely optimistic projections (i.e., “believing their own lies”). We all read the stories of buyers who overpay for deals based on rosy pro-forma projections developed by their own deal team and advisors. Such deals rarely perform as expected.

Why are buyers willing to overpay and bust their budgets?

Often it is because buyers are afraid to say “no” and walk away from a deal. It takes real courage to cut your losses and walk away, especially when you’re close to making a deal (or have invested a significant amount of time and/or money into the process). However, “stretching” to complete a deal is never a good idea.

No matter how much you love the deal, if you have to go beyond your budget to get the transaction completed, it probably isn’t a good deal for you…unless your budget is artificially low, of course. But, convincing yourself it is a good deal at a price/cost greater than your budget only leads to problems for you in the future.

Mistake #6: Overvaluing synergy In acquisitions, synergy is often described as 1+1=3. Wouldn’t it be nice if it were that easy?

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The 10 Biggest Mistakes Business Buyers Make Far too often, we’ve seen buyers significantly overvalue or overestimate the impact of synergy on the acquisition. Whether measuring economies of scale, cost savings, or other synergies, it is imperative for you to be realistic in your assessments.

We were recently working with an acquirer who was convinced they could improve the earnings of the target seller significantly through cost reductions earned from higher volume purchases from a common supplier. We spoke with the supplier and learned both buyer and seller were getting the maximum discount available, thus no cost savings.

Furthermore, as we examined the buyer’s employee benefit package, it was much more encompassing and expensive than the package provided by the seller to its employees. Any potential savings the buyer might see in volume purchasing would be outweighed by the additional costs associated with the buyer’s enhanced benefits package (which it would have to offer to the seller’s employees).

Based upon our review, we determined the buyer was overvaluing synergy by more than 75%, thus overvaluing its offer by at least 50% and blowing away its acquisition budget. Upon review of the data we provided, the buyer followed our recommen-

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Buyers also tend to overestimate how quickly cost savings and synergies will be realized. We have a saying, “It costs twice as much as expected and takes twice as long to complete.” This adage rings true regarding the impact of synergy.

It takes time to effect change and impact earnings on the company you will acquire. Do not be afraid to be aggressive with your post-close integration plans (see next month’s article), but do not overestimate how long it will take to realize the benefits from these changes.

Next month, we wrap up the series on the 10 Biggest Mistakes Buyers Make with mistakes #7 to 10. ✦

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International CES Jan 6-9, 2015 Las Vegas, NV www.cesweb.org

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Printer Tech Tip

Printer Tech Tip

Grinding from the fuser or back of the printer

TECH TIPP4014, P4015 and P4515 Printers and HP Laserjet M601, M602 and M603 Printers HP LaserJet

ProsM575 International via part number: P4015-FDA. have been cases of aCM3530, grinding noise in the fuser area HPhere CP3525, M551, The M600 series (M601, M602, and M603) service manual or back of the printer. This symptom is similar to the

T

swing plate assembly grinding on the LJ 4250/4350 series, ISSUE: but these are not swing plates as 59.F0 Error they do not have the ability to

does not list an actual part number for this assembly but it can be purchased through Laser Pros International via part number: M600-FDA. dis-engage the fuser, but classified The repair procedure is very DESCRIPTION: Printer boots up to 59.F0 Error and isasunable to print.

This simply fuser drive assembly. similar to replacing the swing behavior may be caused by one following three of the Most instances thecondifuser plate on the LJ4250/4350 series tions: is replaced only to find the printer where all covers and power 1. Transfer belt is locked up and cannot the rotate. supply must be removed (see still having same sound or even M600-FDA 2. Sensor SR17 (primary transfer-roller-disengagement) is the bad. service manual) however the a louder grinding sound with 3. Damaged or broken fuser drive gear. Typically, a grinding or P4014-FDA and M600-FDA new fuser gears not completely clicking noise will be heard during boot up. have the addition of a 4th screw meshing with the printers worn (yippee) on the top end of the RECOMMENDED ACTION:drive gears.

The P4000 series (P4014, 1. The first step is to reseat the ITB and power-cycle the printer. assembly (red callouts) that requires removal of a metal P4015, and P4515) service NOTE: If the problem persists, an HP Certified Technician guide fromflag the bottom of the manual does not list an actual part If the ITB is broken, damaged, or does not rotate replace P4015-FDA should be dispatched for further troubleshooting. laser scanner cross member (2 number for this assembly but it the ITB (CC468-67907). Otherwise, continue with step 3.

2. Inspect the ITB by taking the ITB completely out of the screws from each front and back side) as shown above. can be purchased through Laser 3. Test Sensor SR17. Perform the Manual Sensor Test. In order printer. Check to see if the flag rotates (callout 1) when the to run this test successfully, make sure the Fuser, ITB, Cyan white knob is turned (callout 2). See the Figure following.

This Printer Tech Tip is contributed by Laser Pros (www.laserproscom). Email any questions to marketing@laserpros.com 66 78

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FURTHER INFORMATIONCONTACT CONTACT FUTURE TODAY FOR FOR FURTHER INFORMATION FUTUREGRAPHICS GRAPHICS TODAY Email: info@fgimaging.com Sales: 1 800 394.9900 Int'l Sales: +1 818 837.8100 Tech Support: 1 800 466.0246 Email: info@fgimaging.com Sales: 1 800 394.9900 Int'l Sales: +1 818 837.8100 Tech Support: 1 800 466.0246 We Saw It In ENX Magazine • www.enxmag.com | May 2015 © 2001 – 2015, Mitsubishi Kagaku Imaging Corporation dba Future Graphics. All rights reserved. Future Graphics is a distributor of compatible replacement parts for imaging equipment. None of Future Graphics' products are genuine

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