Connecting People, Ideas and Products in the Document Imaging Industry since 1994
ngage
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xchange
September 2011 Volume 18 No.09
Business Profile
Supplies WISE Company On the move
Dealers Who Focus on
Supplies
MPS FOCUS: Mark Your territory ENX Magazine PO Box 2240 Suite 729 Toluca Lake, CA 91610-0240 USA tel: 818-505-0022 fax: 818-505-9972 email: enx@pacbell.net website: www.enxmag.com We would like to Thank those of you who have sent us address change information. HELP US CONSERVE NATURAL RESOURCES To correct or delete your address from our subscription list please call, fax or email us.
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The first choice in managed print
Take your MPS business discussions to a more strategic level FMAudit Enterprise
Get everything you need to assess, analyze, propose, monitor and market your MPS Strategy. Developed on the .NET Framework, this complete package includes all of the FMAudit modules, partner interfaces and MPS best practices.
Central Server
Central Server is the heart of the FMAudit software solution. Central Server is the data repository for the wealth of device data collected by FMAudit. You can leverage the information to empower your staff to develop and act on your strategic business opportunities in both new and existing accounts. The server can be installed at your company or hosted by FMAudit or an FMAudit partner.
Capture Technologies
FMAudit offers the most extensive data collection software tools available in the industry today. USB Viewer for quick snapshot assessment, WebAudit for browser/e-mail enabled quick assessment, Onsite for ongoing assessment, device meter/supply/service monitoring and device optimization and Local Agent to collect non-networked device data. FMAudit provides a secure, comprehensive approach to address the needs of your diverse client base.
TCO Reporting/Green Reporting/ Customized Reports
FMAudit provides reporting features to help you understand and present your solutions and recommendations. FMAudit includes TCO reporting to determine and validate current cost of ownership, “Green” reporting to analyze environmental efficiencies and customized reporting to uniquely present data for new account proposals, current account reviews and proactive fleet device management and optimization.
Adaptive Supply & Service Management
FMAudit includes automation to interpret and filter alerts into process workflows. You can set parameters and triggers to handle the specific needs and expectations of your clients MPS agreement. The ability to automate supply and service fulfillment and the flow of information is a primary differentiator in the delivery of a profitable MPS strategy.
Complete software for remote meter reading and managed print services automation Flexible capture options TCO Reporting to determine operational costs Adaptive Service Management to filter service alerts Bi-directional ERP/CRM synchronization simplifies contract administration Green Reporting for “eco-friendly” optimization Web based assessments Remote Onsite install and update Supply level alerts and workflows
Bi-Directional ERP Sync
FMAudit provides bi-directional ERP systems data integration to enable complete automation of meter collection and accurate billing. Your ERP account data and device information can be pulled seamlessly into FMAudit Central providing ongoing data exchange and updates. To learn more about how your MPS strategy can reach new levels with FMAudit and the minimal investment required to deploy the FMAudit solution, contact us today for a demo and quote.
COMING SOON TM
INK & TONER C A R T R I D G E S
C
1.80 0.7ALL 22.774 to LE 5
EcoPlus is a new line of ink and toner cartridges that
ARN ABoUt MoRE EXCItIN tHIS G PRoDU NEW Ct LINE!!
places a major emphasis on ecological protection and social responsibility. When you purchase and sell EcoPlus products, you will be making a direct impact on our planet and society.
restoring our environment
EcoPlus
protecting our planet
our social responsibility
Core Values 8F #FMJFWF
t Transforming Recyclable Materials into Quality Products t “Being Green” does not mean “Paying More” t Reducing Waste by Recycling Protects our Planet t Social Responsibilty through Charity & Service
t 1&3'03."/$& t 7"-6& t 26"-*5: ACM technologies, Inc. is dedicated in servicing its community and environment. With every purchase of an EcoPlus product, a portion of the proceeds will be donated to support charities in the following areas:
Environment, Education, Healthcare and Poverty. EcoPlus Premium Ink & Toner Cartridges www.ecoplus.com • ask@ecoplus.com • 1.800.722.7745 • © 2011 EcoPlus • ENX0911
“ Wi t h o u t B E I S e r v i c e s , t h e r ei sn oc o mp a r i s o n ! ”
3 0 75 8 78 4 4 6 | S AL E S B E I S E R VI C E S . C OM | WWW. B E I S E R VI C E S . C OM
*OUSPEVDJOH
&YUFOEFE :JFME $BSUSJEHFT
NOT ALL EXTENDED YIELD CARTRIDGES ARE CREATED EQUAL...
'FBUVSJOH 0VS -BUFTU 3FMFBTF
64X Extended Yield (P4015/P4515 Printers) 40,000 Page Cartridge!
Experience the MPS EngineeredTM Difference!
More Profitable MPS Programs Depend on Reliability and Quality!
26"-*5:
Reduces Inventory Reduces Freight Costs
ISO 9001
More Environmentally Friendly
Custom Raw Material Formulas
QUALITY COMMITMENT
PATENTED TECHNOLOGY
1BUFOUFE 4FBMJOH t 8FMEJOH 5FDIOPMPHZ
Why choose MSE MPS Engineered ? TM
At MSE, every aspect of our Extended Yield Cartridges, from quality and reliability to aesthetics and environmental impact, are thoroughly analyzed on an ongoing basis. We look for areas of improvement over the industry standard and create ground-breaking technologies to keep pace with OEM design. The result is a better built, higher quality, more competitive MPS EngineeredTM product.
STOP Real World Tests
Real World Test Protocols
GO
5 STEP
QC
MPS ENGINEERED Quality Control
PROTOCOL
Ask your sales rep for a copy of our new MPS EngineeredTM marketing piece
800.418.4968 (US-East Coast) | 888.561.4541 (Canada) | +31.36.522.2601 (MSE Europe)
www.mse.com
Corporate Headquarters 800.673.4968 | 818.407.7500 | 8201 Woodley Ave. Van Nuys, CA 91406 Š Copyright 2011 Micro Solutions Enterprises. All rights reserved. All trademarks referenced are registered trademarks of their respective owners. All model designations are for compatibility purposes only.
;SVO ;MXL E 4EVXRIV 2SX .YWX E (MWXVMFYXSV
8S 1YVEXIG =SY´VI 1SVI 8LER E ±7LMT XS² 0SGEXMSR You’re a business partner. We work closely with our dealers, big and small, to develop market strategies, participate on sales calls, create targeted marketing approaches and assist in growing their businesses. We’ve created turnkey programs to assist dealers in transforming their hardware-centric selling approach into document solutions sales, thus increasing product margins without altering their structure or requiring significant investments.
6IGSKRM^IH JSV )\GIPPIRGI The Business Technology Association (BTA) has named Muratec the “Top Overall Performance – Secondary Manufacturer” based on the results of their surveys of independent office equipment dealers. To summarize the survey results, we’re the easiest company to do business with.
6IEH] XS +IX 7XEVXIH# Contact your Muratec Area Sales Manager to schedule a no-obligation product demonstration and benefits review in your office, or contact 469.429.3481 or www.muratec.com for more information.
World-ClAss deAler support Muratec America, Inc. • 3301 East Plano Parkway • Suite 100 • Plano, Texas 75074 www.muratec.com • 469.429.3481 ©2011 Muratec America, Inc. All rights reserved.
NECTRON
R
WHAT YOU NEED High Quality Great Service
Wide Product Selection
Competitive Pricing
WHAT YOU GET Same day shipping
New Releases
Blind drop shipments
Track current orders Expanded online product search and compatibility list Large Inventory levels to ensure prompt delivery Color and Mono Chrome Toner Carts Inkjet Carts Printer Ribbons TTR
281-240-2222 (P)
281-240-0468 (F)
Brother TN-420/450
Dell 1130/1133
HP CE310A
HP CE311A
HP CE312A
HP CE313A
In Stock! In Stock! In Stock!
WWW.NECTRON.COM
INFO@NECTRON.COM
COPIER TONER • CARRIERS • BULK • CHIPS • COMPATIBLES
FOR USE IN
S H A RP ® AL
C O M PONENTS AVAILABLE FOR THESE ENGINES: BROTHER MFC-8480 MFC-9420 MFC-9840, TN 110, 115 CANON IMAGECLASS D 1120, 1150, 1170, 1180, MF 1150, 1170, 1180, EP-120 MF 4150, 4270 4350, 4370, 4380, 4690, EP104 MF 4420, 4450, 4570 MF 8350C, 8050C, EP118 CANON IMAGERUNNER C3100, 3170 C3220, 3200 C4080, 5180 C5035, 5030 DELL 1133, 1135 2335 3115 HP 3392, 3390 MFP M2727 MFP M3035 MFP M4345 MFP M4555 MFP M5035 MFP CM1312 MFP CM1415 MFP CM2320 MFP CM3530 MFP CM4540 MFP
LEXMARK X364, 363, 264 X644, 640, 642 X738, 736, 734 MFP X782 X832, 830 OKIDATA 3600 4520, 4525, 4540 B2500, 2520, 2540 MB 260, 280, 290 C9800, 9600
Absolute BLACK® Toner Smartchip SuMMiT™ OPC Drum with Gears And More!
SAMSUNG CLX-6220, 6250 MFP SCX-4828, 4826 SCX 5530, 5330 MFP SCX-5635, 5835 MFP SCX-5935 MFP SHARP AL-2031, 2040, 2041 MX-2300, 2700 TOSHIBA E-STUDIO 242, 212, 182, 181 (T1810) 205, 255, 305, 355, 455 (T4530)
KONICA MINOLTA BIZHUB 40P C20 C353 C452, 552
XEROX PHASER 3100 MFP 3300 MFP 3635 MFP 6110 MFP 6115 MFP 6128 MPFP 6180 MFP
KYOCERA FS-3140 MFP, 3040, TK-350, 352, 354 FS-1028 MFP, 1128, TK-130, 132, 134 FS-1128 MFP FS-C 1020 MFP FS-1320, 1370, TK-170, 172, 174
• • • •
RICOH MPC-2000, 2500, 3000 MPC-3500, 4500 SP-3300 SP-410, 411, CL 4000 SP-4100, 4110, 4210 SPC-220, 221, 222 SPC-310, 311, 312 SPC-330 SPC-810, 811
KONICA MINOLTA PAGEPRO 4650 5650
KONICA MINOLTA MAGICOLOR 1600 4650 4690, 4695 MFP
2031 • 2040 • 2041
XEROX WORKCENTRE M20 4118 3220, 3210 MFP 5225 Partial list. Consult with us for other models.
KYOCERA MITA TASKALFA 180, 220, KM 1620 420I, 520I,
West Coast (424) 675-3300 East Coast (631) 590-1040 sales@uninetimaging.com
www.uninetimaging.com © 2011 UniNet Imaging Inc. All trademark names and artworks are property of their respective owners. Brand names mentioned are intended to show compatibility only. *1st place: “Best Customer Support” and “Best Website” at Recharger Magazine’s 2011 Reader’s Choice Awards.
IN THIS ISSUE
ENX Staff
Susan Neimes Publisher & Editor
We Saw It In ENX Magazine
SEPTEMBER 2011
IN THIS ISSUE
Contributors
• Business Profile: GreatAmerica Leasing Corp.
Page 24
• Company On The Move: A Visit with MSE
Page 44
• Mark Your Territory by Jim D’Emidio
Page 18
• Wide Format Opportunity by Andy Slawetsky
Page 22
Scott Cullen
Contributing Editor
• Supplies Wise : Dealers Who Focus on Supplies Rather Than Hardware by Scott Cullen Page 28 Jim D’Emidio
Ronelle Ingram Contributing Editor
• Talent Development - Coaching Your People To Success by David Ramos Page 39
Muratec America, Inc.
• Are You Running Service or Is Service Running You? - Part IV The Value of Good Parts and Dispatch Managers by Weston McArtor Page 42
• Printer Tech Tip by Laser Pros
Page 67
Julia Gonzales
Weston McArtor
Graphic Designer
Christina Kim
Bei Services
• Free Tech Help by Smarka!
Page 70
• Products & Industry News
Page 60
• Display Advertisers Index
Page 62
• Calendar of Industry Events
Page 66
Administration
David Ramos
Strategy Development
ENX Magazine P.O. Box 2240 STE #729 Toluca Lake, CA 91610-0240 (tel] 818-505-0022 • 800-850-4949 (fax) 818-505-9972 email: enx@pacbell.net
www.enxmag.com Britt Horvat The Parts Drop
10
enx magazine
Andy Slawetsky Industry Analysts
Discover The Difference
Call 1-866-866-MARS (6277) Premier Wholesaler of Pre-Owned Copiers Over 5000 copiers located in a state-of-the-art warehouse Inventory includes all major brands All copiers tested by technicians Specializing in Dealer sales Low meter and recent model copiers
Email: sales@marsintl.com Website: www.marsintl.com
Fax 973-777-5889 Website: www.ross-international.com Email: purchase@ross-international.com Address: 125 Entin Road Clifton, NJ 07014
WE ARE CURRENTLY BUYING... Canon 6025 6030 6035 6045 6050 6060 6080 6150 6230 6545 6551 6560 6650 7500 7850 8530 8580 GP200 IR105 IR210 IR330 IR400 IR600 IR2200 IR2800 IR3300 IR5000 IR6000 IR5020 IR6020 IR7200 IR8500 IR550 IR2220 IR2230 IR2830 IR3320 IR 3530 IR8070 IR9070 IR7086 IR7095 IR7105 IR3025 IR3030 IR3035 IR3045 IR3570 IR4570 IR5570 IR6570 IR 8070 IR 9070
Konica 7075 7085 7155 7165 7145 7255 7272
Kyocera KM 6030 8030 3035 3050 4035 4050 5035 5050 5530
Minolta 6000 6001 8015 Di2010 2510 3010 3510 5510 7210 Di251 Di351 Di450 Di470 Di520 Di550 Di551 Di620 Di650 Di750 Di850
Pitney Bowes C600 C650 C850 DL460 DL550 DL650
Konica Minolta BH200 BH250 BH350 BH360 BH500 BH600 BZ 750 BH 920 BH950 BZ1050 BHC550 BHC650 C250 C350 C450 C500
Gestetner 3255 3265 3355 3532 4532 3370 5385 5390 5502 6002 DSM651 DSM660 DSM675 3502 4502 DSM622 3532 4532 DSM 735 745 755 765 775 790 DSC525 530 535 545
Lanier 5255 5265 5355 5365 5455 5470 5480 5555 5565 5580 5635 5645 6272 6483 LD122 035 045 335 345 255 265 275 190 425C 430C 435C 445C
Kodak
Panasonic
IS50 90 95
7160 7760 7781
Savin 9955 9965 2055DP 2060 2070 2070DP 2545 2560 2575 4027 4051 4045 4060 4075 2535 4022 4035 4045 8035 8045 8055 8060 8065 8075 8090 C2525 C3030 C3535 C4540
Ricoh 7950 7960 7970 AF550 AF551 AF650 AF700 AF1045 AF1055<1.5m AF1060 AF1075 AF2027 AF2051 AF2060 AF2075 FW240 FW270 FW770 FW860 AF1035 2022 2035 2045 3035 3045 MP3500 4500 5000 5500 6000 6500 7000 7500 9000 1100 1350 MPC2500 3000 3500 4500
Sharp AR651 AR810 350 355 450 455 550 620 700 MXM 350 450 550 620 700
Toshiba E350 E450 E520 E550 E600 E650 E720 E810 E850 E232 352 452 353 453 900
All equivalent models accepted as well
This is only a subset of our buy list
Please call for models not listed
We Carry A Large Inventory Of All Brands And Models
Phone 973-365-9900
1-800-240-7677
Fax 973-473-8800 enx magazine
11
Innovative... Smart... Simple AUTHORIZED DISTRIBUTOR
Built By Copystar... Inspired by You
AUTHORIZED DISTRIB
CS-205C /CS-255C
CS-255/CS-305
Color Copier, Printer, Scanner with Network
25/30cpm B&W Copier, Printer, Clr Scan with Network
• 20cpm Color/B&W (205C) • 25cpm Color/B&W (255C) • 50-Sheet RADF • 500-Sheet Drawer • Optional Fax/Network Fax • Standard Duplex and Job Separator • 1GB RAM Based Memory • Long Life Technology
Special
Pricing
• 25ppm Copy/Print (CS-255) • 30ppm Copy/Print (CS-305) • Std. Duplex and Job Separator • Std. 50-Sht RADF/500-Sht Drawer • Opt. Fax/Network Fax • Newly Designed Touch Screen Control Panel • Long Life Consumables and Components Image with optional 500-sht finisher and optional 500 x 2 paper drawers for full paper capacity of 1600-Sheets
Image with optional 500-sht finisher and optional 500 x 2 paper drawers for full paper capacity of 1600-Sheets
Special
Pricing
FS-3640MFP
CS -3060
TASKalfa 300i
30cpm B&W Copy, Network Print, Color Scan
30cpm B&W Copy, Network Print, Color Scan • Dual 500-Sht Drawers • 200-Sht Bypass Tray • 2GB + 60GB HDD • Duplex
42cpm B&W MFP Printer Network with HyPAS Capability
• Dual 500-Sht Drawers • 512MB + 80GB HDD • PCL 5e/6, PS3 • Duplex
• 500-Sheet • 50-Sht RADF • Std Duplexing • PCL6/5e • 33.6Kbps Fax (FS-3140MFP)
FREE
FREE
DP-670 Document Processor
DP-670B Document Processor
2958
$
$
Special
2779
thru Aug 31
200
$
Nuworld Rebate
Pricing
FS-3540MFP...........Special Pricing
FS-C2126MFP
FS-C2626MFP
FS-1128MFP
FS-C5150DN
FS-1370DN
Color MFP Printer with Network
Color MFP Network Printer with HyPAS Capability
B&W MFPs with Network, Duplex
Duplex Network Color Printer
B&W Printer with Network, Duplex
• 28cpm B&W/Color • 300-Shts/50-Sht RADF • Std Duplexing • 33.6Kbps Fax (2126MFP)
(2626MFP)
While Supplies Last
50 $1449
$
Nuworld Rebate
After Rebate
FS-C2026MFP............$1249 After Rebate While Supplies Last
CPY081211
12
• 28cpm B&W/Color • 300-Shts/50-Sht RADF • Std Duplexing • 33.6Kbps Fax
enx magazine
thru Aug 31
200
$
Nuworld Rebate
Special
Pricing
FS-C2526MFP............Call
• 30cpm Black & White • 50-Sht RADF (1028MFP/DP, 1128MFP) • 250-Shts • 33.6Kbps (1128MFP)
659
$
FS-1028MFP...............$489 FS-1028MFP/DP..........$589
• 23ppm B&W/Color • 600x600dpi • 250-sheets • 256MB
$
539
• 37ppm (FS-1370DN,1320D) • 32ppm (FS-1120D) • 1200x1200dpi
$
299
FS-1120D................$179 FS-1320D................$269
Printing Solut
HORIZED DISTRIBUTOR
inting Solution
Multi-Functions, Faxes & Printers
Copier, Fax, Multifunctions & Printers Instant Rebate valid August 1, thru August 31, 2011
$50
CLX-6250FX
CLX-8540ND
Big Sale
Big Sale
SCX-6545N
SCX-6555N
MPS Ready Reman. Print with Network • 45ppm B&W • 600-sheet capacity
HL-2220
$30
HL-5350DN
$30
Big Sale
Big Sale
30ppm B&W Laser Printer.............
MFC-7460DN
$30
$
After iR 21ppm B&W Laser Printer...................................
45ppm MFP
After iR 32ppm B&W Dplx Network Printer..........
HL-5340D
After
153 135 $ 325
$30 iR $
32ppm b&w Laser Printer.....................................
$50 iR $ MFC-5895CW 35ppm Clr Inkjet MFP w/wrlss Network....... After
MFC-8480DN After $40 iR
30ppm, 5-in-1 Network MFP................................
Valid while supplies last
MFC-9010CN
$20
319 $ 479 $
After Reb 17ppm, B&W/Clr Network MFP..................
MFC-9440CN Refurbished
$399 Color Copier, Printer, Scanner, Fax...................
FAX-2820 14Kbps B&W Fax/Copier..................................$168 PPF-4750e 32ppm Wrlss Duplex B&W Printer..............$439 PPF-5750e 33.6Kbps Fax/Copier........................................$704 PPF-5750eRFD 33.6Kbps Fax/Copier...............................$489 MFC-J6910DW 23cpm Color Inkjet MFP..........................$315 MFC-7220 20ppm B&W Digital Multifunction...............$187 MFC-7360N 24ppm b&w All-in-1 MFP w/Network......$185 MFC-7860DW 27ppm Dplx B&W All-in-1 with wrlss Ntwrk........$275 MFC-8220 21ppm B&W Digital Multifunction...............$279 MFC-8890DW 32ppm Dplx Wrlss Network MFP...........$449 MFC-9120CN 17ppm Clr all-in-1 with Network...........$359 MFC-9460CDN 25ppm Clr all-in-1 with Dplx/Ntwrk..$545 MFC-9560CDW 25ppm Clr all-in-1 with Dplx/ wrlss Ntwrk......$589 MFC-9970CDW 30ppm Clr all-in-1 with Dplx/wrlss Ntwrk.......$629 DCP-7040 23ppm B&W Digital Multifunction...............$142 DCP-8085DN 32ppm B&W MFP with Dplx/Ntwrk.......$363 DCP-8080DN 32ppm Dplx Network MFP....................... $321 DS-600 Portable Color Scanner...........................................$138 HL-2240D 24ppm Duplex Laser Printer..........................$121 HL-2270DW 27ppm B&W Printer w/Dplx wrlss Net...$138 HL-4150CDN 25ppm Dplx Clr Printer with Network..........$365 HL-5370DW 32ppm Wrlss Net & Dplx B&W Printer...............$229
Multifunctions Fax & Printers
CX2633/ T2/ T3 Copier, Printer, Scanner, Fax CX2633
3399
$
CX2033 plus
CX2633 T2
3799
$
COLOR MFP
Color MFP CX2633 T3
3999
$
699 $ 758 $ 4699
Copier, Printer, Scanner, Fax........................................
CX2731
COLOR MFP
CX1145
COLOR MFP
$
Copy, Print, Scan, Fax w/Dplx & Network.............
45cpm B&W/11cpm Color, Dplx & Network........
MB460MFP..........................Call MC160MFP.........................Call MC361MFP.........................Call MC560NMFP PLUS..........Call MC561MFP.........................Call B411D/B411DN....................Call
B431D/B431DN......................Call C330DN.............................Call C530DN..............................Call C610N/DN/CDN/DTN..Call MPS6150C.........................Call MPS710C...............................Call
55ppm MFP
SCX-5935FN
SCX-5635FN
After iR 27ppm B&W All-in-1 with Dplx/Ntwrk....
Instant Rebate valid Sept 1, thru Sept 30, 2011
40ppm Color MFP
25ppm Color MFP
After iR FAX-4100e 15cpm, 33.6Kbps Fax.....................................
229 $ 82 $ 199 $ 205
B&W & Color LaserJet Printers
35ppm MFP
$
35ppm MFP
399
Big Sale
SF-650................................$189 SF-650P.............................$279 CLX-2160N.......................$199 CLX-3175FN....................$299 CLX-3185FW....................$375 CLX-6220FX.....................$659 SCX-4623F/FW......$189/$235 SCX-4826FN......................$279 SCX-4828FN.....................$329 SCX-4835FR......................$425 SCX-5639FR........................$519 SCX-5739FW.......................$659 SCX-5935NX....................$1069 CLP-315W.........................$179 CLP-325W.........................$189
CLP-620ND......................$375 CLP-650N...........................$299 CLP-670ND......................$565 CLP-770ND.......................$705 ML-2525/W...........$115/$139 ML-2851ND.......................$189 ML-2855ND......................$235 ML-3312ND......................$189 ML-3712ND.......................$235 ML-3471ND.......................$375 ML-4050ND......................$565 ML-4551NDR...................$755 ML-5512ND.....................$1129 ML-6512ND.....................$1505
Digital Copiers & MFPs NEFAX 691
NEFAX 671
• 16ppm • 250-Shts
$
• 18ppm • 250-Shts
535
$
669
C520
NEFAX 797
My Office
• 33.6Kbps Fax • 18ppm • 70-Sht ADRF $ • 550-Shts
• 20/5ppm b&w/Clr • 50-Sht ADF • Std Ntwrk $ • 33.6Kbps Fax
Digital Laser MFP
Network Laser Fax
1619
IC-MF4350D
23cpm Duplex MFP
• 35-Sht ADF • 250-Sht Tray $ While Supplies Last After Rebate
145
IC-D420
23cpm B&W MFP • 250-Sht Tray • Duplex
185
$
IC-D1120
30cpm B&W MFP • 50-Sht ADF • 500-Sht Tray $ • Std Network
449
$
80
Nw Reb
599
Copiers, Faxes, Multi-Functions IC-MF4370DN $50
23cpm, Dplx, Network
Nw Reb
• 35-Sht ADF • 250-Sht Tray $ While Supplies Last After Rebate
189
315
$
30cpm B&W MFP
Big
Sale
LaserJet P4014N
Big
45ppm B&W Network Printer...... LJ M2727NFMFP...............Call LJ M3035MFP....................Call LJ M4345MFP....................Call LJ PRO P1606DN..............Call LJ PRO M1212NF.............Call LJ P2035N...........................Call LJ P2055D/DN..................Call LJ P3015D/N/DN/X........Call LJ P4014DN........................Call LJ P4015N/DN/TN..........Call LJ P4515N/TN/X..............Call LJ 5200TN/DTN...............Call LJ 9040DN..........................Call
$
50
Rebate
• 50-Sht ADF $ • 500-Sht Tray After Rebate • 33.6Kbps
489
IC-D1170..............................$719 IC-MF8350CDN....................Call IC-D1180..............................$815 IC-MF8350CDNRFD.........$325 IC-D340RFD.......................$109 IC-MF9150C........................Call IC-D480RFD w/CTRG.....$235 IC-MF9220CDN........................Call IC-MF3240............................Call IC-MF9280CDN.....................Call IC-MF4350DRFD...................$129 FAX-L170................................Call $30 IR)....$129 IC-MF4370DNRFD.............$185 *FAX-L90....(After FAX-L90RFD.........................Call **IC-MF4570DN......(After $20 IR)......$205 IP100....................................$221 *IC-MF4450.....(After $20 IR)....$159 MX870...................................$178 IC-MF4690..............................Call •LaserClass 310.................Call IC-MF7460.................................Call •LaserClass 510.................Call IC-MF7470..............................Call •LaserClass 710.................Call IC-MF7480............................Call •LaserClass 810.................Call IC-MF8050CN...................Call •LaserClass 830i................Call IC-MF8050CNRFD............$259 •Limited to LA & Orange County •Instant Rebates Valid Aug 1, thru Aug 31, 2011 *Instant Rebates Valid Sept 1, thru Sept 30, 2011
Sale
LJ 9050N/DN.....................Call LJCM2320NF..................Call LJ CM4540FSK............................Call CLJ CP1215........................Call CLJ CP1515N.....................Call CLJ CP1518NI....................Call CLJ CP2025N/DN/X.................Call CLJ CP3525N/DN/X.................Call CLJ CP4025N/DN/XH..............Call CLJ CP4525N/DN/XH..............Call CLJ CP4525DN/XH...................Call CLJ CP6015DN/X.......................Call CLJ 5550N/DN/DTN................Call CLJ CP6015DN/X/XH..............Call
Multifunctions & Faxes
1159
AFICIO MP201SPF
$
FAX-3320L
$
21ppm Multi-Function Copier.............
Aficio 1515.....................$299 Aficio 2015.....................$399 MP1600........................$1039 MP1600L......................$1199 MP1600SPF.................$1499 MP171............................$ 799 MP2000........................$1299 MP2000L......................$1549 MP201F.......................$1065 MP201SPF.....................$1159 MP2500.....................$1689 MP2500SPF.................$2655
719
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enx magazine
08.12.11 ENX Sept 2011
17
MPS FOCUS
We Saw It In ENX Magazine
SEPTEMBER 2011
MARK YOUR TERRITORY By Jim D’Emidio
A
s a secondary OEM in the imaging industry, Muratec has a unique perspective on the market. We have dealers of all sizes, with annual revenues ranging from under $500K to over $180 million, and we’ve seen almost all of them struggle when implementing a Managed Print Services (MPS) program. The dealerships that have succeeded in MPS have invested in the right people and partners to develop a comprehensive program that covers everything from printer assessment to full document workflow solutions. However, it’s been our experience that a majority of dealerships are still struggling with the development of an MPS program and are trying to figure out where they should start. Now, I don’t pretend to have all of the answers, and I’m certainly not clairvoyant; however, I do believe that managed print services is changing how our industry delivers document solutions to our customers and has become a significant growth engine for the dealerships that have built a complete offering. So to those dealers that are still looking for an onramp into managed print services I have a very simple solution: mark your territory. You heard me right. Your customer’s office environment is your territory and every device that prints, copies, scans, and faxes is within your territory. You should do everything in your power to protect these devices from your competition, both traditional copier-dealers and OEM direct branches, as well as a new breed of competition – printer-centric VARs and network services providers. So how do you “mark” these devices? Simple. Attach your dealership’s service sticker to each printer / MFP device throughout your customer’s office. This includes both networked and stand-alone devices; basically any device that produces a printed page should be your target. Sounds simple, right? It is. And, it’s the easiest, most risk-free method of positioning your dealership as a managed print services provider. But what about all of the other “stuff” you keep hearing about? Fleet assessment tools, OEM-compatible imaging supplies, printer parts, document workflow software, etc. All those components are essential to a successful, all-encompassing MPS program; however, they are components that can be acquired and deployed over time. So what’s required in order to mark your territory? Three things: 1. An active customer base. 2. Service stickers with your dealership name and contact information (you probably already own these if you offer service on your copier fleet).
3. A customer “fleet” sheet that includes the customer name (and/or number), printer model(s), serial number(s), office location and condition (based on a visual inspection – excellent, good, fair, poor). The next time your service technician is dispatched on a service call make sure they take service stickers and the fleet sheet with them. After they complete service on the copier they can identify printers throughout the office, complete the “fleet” sheet and add the service sticker to each printing device. While this process does add to the service call time, thus increasing your immediate service cost, the long-term benefit provided by printer supply sales, fleet optimization and the protection of your copier base will more than offset this cost. Marking your territory is also a process that your sales team should be very active in. In addition to their daily cold calling schedules, reps should be actively visiting their current customers to mark their territory. So now that we’ve got the service and sales team actively marking our territory, the next question is how (and why) does the customer buy in to this concept? There are multiple ways a dealership can approach it. 1. The dealer can offer to provide complimentary service for (90) days, provided the customer agrees to purchase supplies from the dealer. This 90-day window can be treated as an assessment period and provides the dealer with a solid snapshot of the customer’s print habits, identifies trouble devices that need to be replaced and helps establish a current cost-per-page for each device. This information can then be utilized to build a more complete managed print services proposal, while capturing new supply revenue during the process. To optimize margins, and to set the customer’s expectation level, the dealer should introduce OEM-compatible imaging supplies into the fleet during this period. 2. After the 90-day assessment period the dealer and customer can: a. Agree to a traditional managed print services agreement that offers a static cost-per-page that includes service, supplies and fleet optimization. b. Agree to a time & materials contract, at a negotiated rate, as long as the customer continues to buy supplies from the dealer. c. Determine a managed print services agreement is not in the best interest of one, or both, parties and dissolve the arraignment. continued on 19
18
enx magazine
MPS FOCUS
We Saw It In ENX Magazine
SEPTEMBER 2011
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Through this process your customer will realize benefits such as enabling management to gain visibility into the print environment (including fleet size, device utilization, end user burden, and cost), realize immediate savings through the use of OEM-compatible imaging supplies, and the ability to reduce end user burden by outsourcing all printing related issues to a single supplier. At this point I believe a few readers may be discouraged at the thought of giving away free service, or at providing service for printers/MFP’s that they’re not authorized to service. To help alleviate these concerns dealers may add a small inventory of low-cost, refurbished printers that can be deployed to a customer location in the event of a printer failure (something that cannot be easily resolved on a service call). Another option is to use a third-party service organization that will bill the dealership a time & material charge each time they are dispatched. These organizations are certified on a wide variety of printer models, can eliminate the need to stock parts or obtain service certifications, and only bill the dealer when dispatched (no retainer required). If you look at the big picture the greater risk is losing your customer’s printer fleet to a VAR, competing dealership or manufacturer direct branch, which will mean the loss of your copier placements in the long run. By marking your territory you’re able to successfully begin the MPS engagement
process with your customer, add a new source of revenue to your bottom-line (through OEM-compatible cartridges) and discourage the competition from soliciting your customer’s fleet (your service sticker can act as an “engagement ring” – back off mister!). Furthermore, you now have the option to upgrade printers to an MFP, since the company that controls the print fleet controls the potential upgrade process. Sometimes all the user is needs is a standalone printer; however, after your sales rep evaluates the needs of each individual workstation they may determine the upgrade path should include scanning, faxing and/or copying. Again, this is a simple concept designed to ease dealers into a managed print services model. We strongly encourage dealers to take advantage of the training courses offered by the Business Technology Association (BTA), as well as other independent consultants, to gain deeper insight into building an all-encompassing MPS program. u
Jim D'Emidio currently serves as president of Muratec America, Inc. Jim has been involved in the document imaging industry for over 25 years serving in a variety of sales, marketing and management roles. Jim is a frequent panelist and presenter at industry conferences and was recently named one of the "40 Most Influential People in the Imaging Industry" by The Week in Imaging. enx magazine
19
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enx magazine
21
FLASH REPORT
We Saw It In ENX Magazine
SEPTEMBER 2011
WIDE FORMAT OPPORTUNITY? By Andy Slawetsky
R
ecently, I had the pleasure of visiting a Konica Minolta branch here in Rochester, New York to check out their cus-tomer day. What was once a small operation has seen expan-sion over the last few years, growing Konica Minolta’s business from Buffalo to Binghamton and everywhere in between. In fact, they’ve already outgrown the office they’ve moved into fairly recently and will be upgrading to a better location. They’re also apparently hiring if you’re looking for a new opportunity.
these products are now faced with finding another supplier. This brings me to my question. Are you selling wide format? If not, you should and here’s why. Those accounts that Xerox has done such an amazing job of shutting you out of all these years because of their ability to provide a complete portfolio are now vulnerable. Xerox wide format customers are going to have to look for other options and the incumbent won’t be competing against you.
Indeed, they’ve apparently doubled their MIF in the last couple of years – an admirable feat considering they’re selling in Xerox’s back yard. Chris Balash, Account Executive
Let’s take things a step farther. Now that you’re able to get your foot in the door to discuss wide format, you can go after the rest of the customer’s copiers, printers and MFPs. Is it really this easy? Apparently the answer is YES. When I was at the Konica Branch, a Xerox wide format customer came in for a product demonstration of the KIP product (see photo of Mark Bates giving the demo).
It’s always nice to get a tour of a dealer or branch and to see how they set their show room, what the offices look like and how they pitch a customer. While I was there I was lucky enough to see a couple of very professional product demonstra-tions given to customers. One was on the bizhub PRO 8000, the other was on a KIP wide format device.
One thing that became very apparent during my visit was the opportunity unfolding in the wide format arena. I’m not suggesting that customers are chomping at the bit for this technology. However, this niche market just lost arguably the largest and most recognized supplier of hardware with Xerox’s sudden exit. A great number of customers that already use
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22
enx magazine
Here’s a customer with no Konica Minolta products, who is not currently in the market for a wide format product but knows he needs to plan ahead so he’s looking at what is out there. He’s in the demo room seeing not only this quality wide format printer, but also several office devices, A4 MFPs and that massive bizhub PRO 8000. They got him in the door because Xerox pushed him away and suddenly this entire account is vulnerable. This guy had never been in a Konica Minolta demo room before and now he saw that they offer wide format and everything from desktop printers to color digital presses.
You don’t have to make wide format a major focus at your dealership and there are several brands that would love to bring on new dealers if you don’t have access from your own vendor. And, there are now many Xerox reps out there that are well trained experts at wide format and I bet they’re looking for jobs. They also know where the wide format accounts are! By dropping wide format, Xerox has opened the door for you. Don’t blow such a great opportunity. Gifts like this don’t come around too often. u
Andy Slawetsky is President of Industry Analysts, Inc. Much of the company’s research and testing results can be viewed on their website www.industryanalysts.com. etsky, President of Industry Analysts, Inc.
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enx magazine
23
PROFILE
We Saw It In ENX Magazine
SEPTEMBER 2011
BUSINESS PROFILE:
G reat A merica L easing
I
n a world where the old is thrown out to make room for the new, GreatAmerica Leasing Corporation breaks the mold by keeping their customers for a lifetime. As the largest privately owned and independent US national commercial equipment finance company, they are dedicated to helping their manufacturers, vendors, and dealers be more successful. More than a provider of asset financing, GreatAmerica has become a true partner to the office equipment industry. As they near their 20 year anniversary, over 335 employees provide innovative solutions through financing and business services in all fifty states and some U.S. Territories. GreatAmerica is deeply committed to successfully serving the office equipment industry. You find its staff members providing educational presentations at various industry events and contributing many articles to the industry publications.
“GreatAmerica Leasing Corporation is dedicated to being a leader in helping our customers be more successful. We have committed resources specifically to help our industry partners with the delivery and execution of Managed Print Services (MPS),” said Jennie Fisher, Senior Vice President and General Manager of the Office Equipment Group at GreatAmerica. “At our core, GreatAmerica is the leading provider of financing and contract administration for providers of office equipment and Managed Print Services. We offer customized program agreements to meet the needs of each reseller’s MPS program. We have designed lease and rental contracts and documents that fit your specific needs including accommodating legacy fleets and differentiating between financed and customerowned devices.” Once an MPS contract is established, GreatAmerica provides a variety of invoice configurations to meet both end user and dealer needs such as departmental breakouts, rolled up assets, and other features. They also have very simple and concise documentation to aid in the continuing changes within a contract such as adding or swapping equipment. GreatAmerica also has a specialized Billing Solutions Group dedicated to
bundled billing and MPS contract execution. The GreatAmerica billing system integrates with the major ERP systems allowing for easy movement of meter reads via auto-upload and passthrough payments. They can also auto post the pass-through billing back into the reseller’s system. Their Jennie Fisher industry leading website, InfoSr. VP & GM Zone.com™, provides resellers 24/7 Office Equipment access to their contract information, Group accounts receivable and additional tools. This is a password protected portal with access controlled by the reseller. Once an MPS contract books, customers can utilize meter uploads via this website. The GreatAmerica help desk and dedicated support teams constantly provide a high level of customer and technical assistance, ongoing training, sales support and customized marketing materials. “In addition to our financial solutions, GreatAmerica has also brought value-added tools to our customers to enable them to help grow their business,” said Fisher. “By making investments in these tools and solutions, they are able to offer mission-critical infrastructure at a reduced cost with or without upfront investment from the office equipment dealer.” GreatAmerica has extended their commitment to be a true partner with their dealer-clients. By continually listening to the needs of the dealer, GreatAmerica continues to create and share systems and programs that will nurture their goal of creating customers for life. The Customers for Life™ approach to leasing defines the customer as the office equipment dealer or reseller, not the end user. This approach is distinctly different from other leasing companies and guides the core business practices of providing the highest levels of customer care to help their dealers be more successful. Current GreatAmerica MPS and business related offerings include the following: FleetView® provides dealers with remote monitoring software without having to make a capital investment in their own system or support. FleetView interfaces with both FMAudit and PrintFleet operating platforms. GreatAmerica offers FleetView as a simple fee structure that is not tied to leasing or other business commitments. InTune® is a survey tool to gauge customer satisfaction. Each year GreatAmerica surveys their resellers and dealers to determine their performance. GreatAmerica saw such a benefit to their organization from customer feedback that they decided to
Network Operating Center for Collabrance product 24
enx magazine
continued on 26
PROFILE
We Saw It In ENX Magazine
SEPTEMBER 2011
BUSINESS PROFILE:
G reat A merica L easing Corp. continued from 24
use a third-party market research company to offer a survey tool to the dealers. GreatAmerica subsidized the cost to develop the survey. As a result the reseller has no start up costs and only pays a monthly fee that is equal to approximately 10% of what they would pay to administer the survey on their own. Administered on a monthly basis, InTune provides monthly feedback on sales of new equipment placements and service satisfaction. PathSharesSM HR Services provides additional hiring and training solutions for resellers. These human resources training webinars offer the reseller community assessment tools and hiring best practices. GreatAmerica completed and rolled out to the MPS community, via training sessions, the MPS Sales Success Profile. It is supported by a study conducted by Sally Brause, Director, Human Resources Consulting, and includes assessment tools, interviews, and field data work with MPS sales personnel and managers. The study informs the key attributes necessary for MPS sales compared to traditional transactional focused sales and the key coaching necessary for successful management. The MPS Navigator business planning session takes the reseller’s executive team through the process to plan, imple-
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enx magazine
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ment and grow their MPS business. The content for this workshop was developed from interviews with MPS practicing dealers. Facilitated by Steven Power, the executive team is taken through: • a situational analysis, • business plan guide, including a revenue planning tool, • development of a business model and operational structure, • selection of MPS infrastructure resources, including review and comparison of the turnkey programs, • branding and marketing strategies, including a turnkey enduser marketing packet, • sales force engagement strategy and compensation, • compensation planning spreadsheet tool, • go-to-market strategy. Collabrance™ LLC provides office equipment owners the tools to create their own end-user Information Technology (IT) support services for their customer's environment. This turnkey solution allows service providers to present a comprehensive, custom branded IT service package to improve customer satisfaction and increase recurring revenue. GreatAmerica has invested considerable time and capital to build a best-in-class solution enabling providers to realize immediate revenues. GreatAmerica has earned the right to be the finance company of choice for many of the leading MPS independent dealers and national providers in the United States including SYNNEX PrintSOLV, Xerox PagePack, Oki Total Managed Print, Supplies Network (Carbon6 and PrintCube), S.P. Richard's PrintSmart, Toshiba and Kyocera. GreatAmerica continues to distinguish itself through innovations such as turn-key monitoring systems and new surveying programs. Their superior customer service is shown through their ongoing dealer education, consistent quality, and 24/7 access to needed information. GreatAmerica's business practices prove they are committed to being a leader in partnering with their customers to execute fair and ethical leasing for Managed Print Services. u GreatAmerica Leasing Corporation 625 1st St SE Cedar Rapids, IA 52401 800-234-8787 www.greatamerica.com communications@greatamerica.com
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enx magazine 5997 ENX Ad_Sept 2011.indd 1
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STATE OF BUSINESS
We Saw It In ENX Magazine
SEPTEMBER 2011
Supplies Wise: Dealers Who Focus on Supplies Rather Than Hardware By Scott Cullen
H
ardware margins have sunk like a stone and that’s been a bane to the existence of many office technology dealers. Yet there are some dealers who have been impervious to declining hardware margins. That’s because they don’t sell hardware, or they don’t rely exclusively on hardware to pay the bills. Instead they focus mainly on supplies, especially consumables, or have a diverse product offering. We spoke with two dealers, one a former office equipment dealer who offers an MPS-like program that revolves around printer supplies and service, and a dealer who sells a mix of 75 percent supplies and service and 25 percent hardware who is enjoying success in the MPS arena. Source Office Products in Golden, Colorado focuses primarily on their traditional business of office supplies while simultaneously winning more than their fair share of managed print services business too. This was an area they were well positioned to grow in since they already had a service department in place for repairing customer’s laser printers.
“We looked at the amount of revenue tied to laser supplies, ink supplies, paper, and some of the other things we were doing and thought, ‘Would we want that portion of our business to evaporate by not being involved in this area?’ and the answer was a resounding ‘No!’ We felt this was something we needed to do it in order to survive.” How does Source compete against office technology dealers that provide customers with a wider range of equipment and printing solutions, including MPS? Givens cites SYNNEX and their managed print services program, PRINTsolv, a program designed to deliver managed print services to the IT channel, as one of the differentiators. Source is also an HP OPS (Office Printing Solutions) Elite partner, which provides them with discounts on HP hardware and HP OEM supplies along with numerous other programs. It also helps immeasurably in building MPS credibility. So far Givens is thrilled with the relationship, something one doesn’t often hear from traditional office technology dealers when discussing HP.
“That isn’t typical for most office supply companies,” acknowledges “The partnering HP is willing to do is extraordiJohn Givens John Givens, founder and chairman nary,” says Givens. “Ninety-nine percent of all our Source Office Products of Source Office Products. “We were MPS contracts are HP OEM and we have found already in the toner, printer, and servmarketing a true HP-branded MPS solution has ice business when HP was looking for proven to be a ‘best of breed’ practice.” dealers who could provide the appropriate level of support, service, and sales necessary to run a managed print services He isn’t shy about spreading the word to other office products program four years ago.” dealers, which might be bad news for traditional office technolBut what about an office supply dealership without a service department? “It’s a little more difficult for an office supply company who doesn’t have a service organization, but that’s a hurdle all of us can figure out,” maintains Givens who reports his MPS business is good and getting better all the time. Source generates 120-million pages under contract annually and sells more than $8 million in total HP hardware, supplies, service, and MPS contracts. Source’s hardware manufacturers include HP for his customer’s 55-ppm and under equipment needs and Canon, who he hooked up with last year, for customers that require a device that outputs at more than 55-ppm. The reason Givens embraced MPS was the realization that a large portion of his revenues were tied to what he considers printer supplies—laser toner cartridges, ink cartridges, and paper.
ogy dealers.
“My mission is to make sure that as many office products dealers as are out there know about the program,” he says. “There aren’t a lot of them, but particularly those that are north of $20 million in revenue because they have the toner base and the financial resources to partner with HP.” Despite the competition for MPS business, Givens feels that his product mix, supplies, service, and hardware gives him the edge. “Everyone relies on supplies and service, and if left to only selling equipment we’d all be out of business,” he says. He compares what he offers to a supermarket that offers everything under one roof—butcher, bakery, produce, etc. He considers MPS to be his dealership’s lead category and one of five sub-categories that a customer has to worry about ordering. The others, according to Givens, are office supplies, coffee service, furniture, and commercial print. continued on 32
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STATE OF BUSINESS continued from 28
We Saw It In ENX Magazine
SEPTEMBER 2011
Supplies Wise: Dealers Who Focus on Supplies
“We feel we are in the best position to provide the benefits of what a supermarket would provide for a business partner much more so than the copier or printer guys in terms of their value proposition to the customer,” says Givens. “That may be a bold statement but we’re finding the concept is really boding well in our marketplace with businesses that have minimized their support staff. They’re not looking at how they can buy the product cheaper, but how can they improve business processes to eliminate people touching things. MPS is part of that solution and we’d like to dovetail that into other categories that we feel better position us as an organization to support our clients locally.” Source’s business model revolves around relationship managers (his term for sales people) who work with subject matter experts who have knowledge of hardware, software, and of course, MPS. Because his relationship managers are more embedded in an account than the average hardware-centric sales rep that often moves onto the next customer after they’ve sold them the equipment, Givens believes this model gives Source the edge. “In most cases you can ask the average midsize account who their copier rep is, they probably wouldn’t know unless they were up for an upgrade in the next 18 months,” says Givens.
J
im Vitiello, president of Datasource ink in Chicago, took everything he learned as a copier dealer and reinvented himself seven years ago as a provider of desktop printer supplies and service. He made that transition after abruptly leaving the copier business and trying to figure out what to do next. Thanks in part to a long-time relationship with Jim Cerkleski, CEO of Clover Technologies Group, Vitiello was soon back in business selling compatible toners and providing service and support for HP printers. He hasn’t looked back since. “All my instincts from the copier business came back to me to get into managing printer fleets,” notes Vitiello.
Vitiello likes working with Clover Technologies, especially since they don’t come looking for orders at the end of the month or ask him to hit unrealistic quotas. This allows him to focus on his core skills of sales, service, and support. Servicing customer’s printers and providing them with toner is quite the contrast compared to when Vitiello was earning his living as a copier dealer. “After 10 years as a copier dealer I had 5,000 copiers under service contract,” reports Vitiello. “In the first four years of Datasource ink, I had 5,000 printers in my customer base and I didn’t sell one of them.” It’s not like Vitiello had a one-of-a-kind idea; he has a fair amount of competition in his market doing things the way he’s doing it and some of those are extremely successful because they’ve been doing it for a long time. Don’t get the wrong idea though, Vitiello isn’t just selling supplies. “If I’m just selling toner I’m not doing my job,” he says. “I provide a program where if you buy the toner, all parts and labor are included. When I do that my average gross margin is probably 75 percent.” He tries to compete against the OEMs on HP toner and with that 75 percent margin he’s enjoying, he’s still able to pass on savings of 20 percent to his customers. He recently spoke with a prospect who was quoted $139 for 20 HP cartridges that Vitiello buys for $135. In that scenario, it’s impossible for him to compete on price.
Jim Vitiello DataSource Ink
It’s a given that the copier business is a relationship-based one and Vitiello has forged many over the years while running his dealership, so it’s no surprise that many of his current customers are the same ones he had as when he was a copier dealer. Datasource ink’s business revolves around the E-Z Print Management Program, an all-inclusive program that includes supplies, parts, and on-site service. The value proposition that Datasource ink sells to customers is that this program can reduce total cost of ownership and improve document workflow. The program offers flexible pricing, an effective way to control output costs, and product and service guarantees that Vitiello says provide clients with peace of mind. And there are no contracts to sign, which translates into an atmosphere of trust.
“If they just want to buy toner cartridges they should buy them from whoever they want to buy them from,” he says. “My program’s a little more involved.”
His program is evolving and is a much more comprehensive program than it used to be. What started with supplies, parts, and labor now includes a key component of HP printers, the maintenance kit. “When I first started the program I didn’t include maintenance kits because they were too costly,” recalls Vitiello. “But the cost has come down dramatically because of all the competition and I can include those now.” Datasource ink’s customer base includes Fortune 500 companies as well as verticals such as law firms, banking, and manufacturing companies—many of the same verticals that Vitiello used to pursue as a copier dealer. He says it wasn’t difficult making the transition from hardware to supplies and Vitiello is fully aware of the pressures his copier dealer friends are under. continued on 34
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STATE OF BUSINESS
We Saw It In ENX Magazine
SELLS
SEPTEMBER 2011
AND
I mpr oCor p Pennsyl vani a,USA T el+18005545912x8616 Fax+18662196258 ENX@i mpr ocor p. com I mpr oEur opeSPRL Ant wer p,Bel gi um T el+3232361844 Fax+3227065405 ENX@i mpr ocor p. com
continued from 32
Supplies Wise: Dealers Who Focus on Supplies
“All my buddies are still selling hardware and trying to get into MPS, but at the end of the day they’re still trying to meet quotas,” states Vitiello. “When I got into this it was an absolute relief not to sell hardware. Every customer I visit is a prospect today.”
“It’s not often I run into guys who do programs like mine,” notes Vitiello who adds the Big Boxes are now hiring MPS specialists. “They’re losing so much revenue to toner companies like mine and they’ve had to hire some guys to go in there and stop the bleeding.”
On the service and support side he doesn’t need as many technicians to service his huge printer population as when he was servicing copiers. For example, when he was a copier dealer he had 30 technicians servicing 5,000 copiers. Today he has four technicians handling the same size printer population. Those technicians are all contracted employees.
It’s still early but he feels he still has an advantage.
“The response and service I give to my customers is much better when you have a contracted technician because they get paid when they touch the machine,” explains Vitiello. “If I call my lead guy who does 70 percent of my work, and he can’t get there in four hours, I go to the next guy on my list. They’re all hungry for that call, so it frees me up to do what I do best— sell.” It certainly helps that service in the printer world is different than service in the copier world. If Vitiello gets one or two service calls a day, that’s a lot. “Ninety percent of our customers are HP and Lexmark and really don’t have a lot of service needs,” he reveals. Whatever Vitiello is doing he’s doing it right, with his business up 40 percent over last year. He’s added two new sales reps and has recently landed some really big customers. However, his biggest competition is now the Big Box Stores— Staples, Office Depot, and Office Max.
www.laserprinterparts.com 34
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“I can’t compete with the Big Boxes in the scope of what they can do, but they’re not good at understanding what I do,” he says. “Their salesman have to focus on 5,000 SKUS and can’t focus on what I do. Plus they outsource service and parts. They may sound good, but they don’t give anything away.” As far as MPS, he’s never been a big fan even though one might argue that’s the type of program he’s offering. “When I think of MPS coming from the copier world, I think of it as a cost per page under contract,” says Vitiello. “One of the things I tell people is I won’t do cost per page because I don’t want to be on a race to the bottom to see how low I can go. Recently I saw a MPS/CPC program for a fleet of HP printers where the dealer went in at .005 for the whole breadth of HP printers. For many of them it’s cost prohibitive to do .005, so I don’t want to get caught up in that race.” Vitiello has big plans for 2011. He’s looking to penetrate more vertical markets while continuing to focus most of his efforts on the Chicago market even though there are opportunities outside of the area too. He’d also like to add a few more sales people and grow his service department as well as add a few more related products. “We go where the cartridges are whether it’s a printer, fax or POS machine, but there’s a few ancillary products out there that I can support through a cartridge-based program and grow the business that way,” says Vitiello. u
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626-336-7088
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The Independent Dealer Executive Academy (IDEA) Training
Introducing
Industry’s First Execution Based Executive Training This Training Program is Eligible for Co-Op under the Ricoh Americas Co-Op Program (chaMPS portal)
October 17th - 21st, 2011 Dallas, TX
The Pros Elite Group has partnered with Strategic Business Associates (John Hanson, John Hey, and Todd Johnson) to deliver the Office Product’s Industry’s first training program designed for Dealer Principals, Company President’s and General Managers. The Independent Dealer Executive Academy (IDEA) has been designed by former executives of Global Imaging Systems, IKON, Xerox and large Independent Dealers to teach executives how to insure that all functions of their business, Sales, Service, Finance and Administration, execute to the 100+ benchmarks in the Industry Model. IDEA also prepares dealer executives how to execute to new paradigms such as Managed Network Services and the 4th phase of MPS. These are the same skills that are applied every day in the Elite Office Products organizations.
Outlined below are the key areas covered in this 4.5 day extensive and all encompassing training program: • Accounting & Finance – areas of focus relative to the MFP/MPS financial benchmarking model, Balance Sheet / Income Statements, Cash Flows and Key Financial Ratios. • President’s Report – Financial Components - what should you look at, how often should you review, and what level of drill down should occur based on the results of the data. • Service Operations - Primary Drivers of Operational and Financial Performance in Service, How to Quantify Your Inefficiencies in Service, Primary Service MUST DO’s that require successful Execution, 5 Things Your Service Manager Should be Expected To Provide You Each Week, Tactics to achieve MFP/MPS service benchmarks. • Admin Operations - Inventory Management / Best Practices, Achieving Receivables portfolio Management benchmarks, Warehousing Best Practices, Effective Payroll practices and controls, Internal I.T. considerations and safeguards. • Sales Operations – Utilize the Pros Sales Playbook for documenting the Expectations of a Sales Professional, Developing quantifiable Sales Assignments, Creating a Sales Culture throughout the organization, Achieving Sales Activity Benchmarks, Effective Prospecting tools, Qualifying and Rapport building practices and questions for MPS, Sales Activity Tracking / Data Base Management, Productive Compensation Structure, Leasing considerations for the future. • MPS phase 2&3 Managed Network Services - Selling Managed Networks Services as part of an MPS strategy, Organizing your dealership for Managed Network Services, Managed Network Services Benchmarks, Effective Network operations center Management. • Acquisition Considerations - Explore the strategies behind successful acquisitions, Learn the detail of the steps involved in a thorough acquisition process, Acquisition best practices, Protecting yourself, Integrating the acquisition. • Strategic Planning / Leadership - Appropriate Utilization of the three leadership styles in the day to day operations of a dealership, Identifying and developing future leaders, Setting and achieving appropriate personal and business goals, Developing a situation analysis and identifying quality starting points for planning, Creating SMART Action Plans, Critical Performance measurements that drive performance.
For more information contact Jerry Newberry at jerry.newberry@ProsEliteGroup.com or call 813-713-3592
To register for our IDEA Training Program go to: www.ProsEliteGroup.com and click on the IDEA registration link at the top of our home page. enx magazine
37
STATE OF BUSINESS
We Saw It In ENX Magazine
SEPTEMBER 2011
OES Solutions is a Premier Director of The Certified Channel Reseller Program
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enx magazine
$14.
BUSINESS MANAGEMENT
We Saw It In ENX Magazine
SEPTEMBER 2011
Talent Development - Coaching Your People to Success By David Ramos
M
y colleague, Ed Carroll, gave a great presentation during a recent Strategy Development client symposium in Las Vegas. During the presentation he touched on the three P’s: • • •
People Productivity Process
His point was succinct and poignant. Develop your people, drive efficiencies and productivity and improve your process because things don’t happen by accident. Bottom line, focus on proper employee development and training so that when you decide to take on that new venture or initiative of Managed IT Services, Production Print, or Managed Print Services your likelihood of success is higher. During this economic downturn, many managers across all business lines, like operations, sales, service, finance, etc. have been under pressure to achieve more, but with fewer resources. And many will continue to pursue this goal, even when our industry or organizations start to grow again. So how can you make this happen? One way is by helping your people to be more effective and productive in their existing roles, and at the same time empowering them to take on new challenges and responsibilities. And coaching is an excellent tool for achieving this, alongside other elements of a comprehensive talent management strategy. In particular, coaching can help you: • Reveal people’s capacity to develop new skills and take on increased responsibility. • Develop their existing skills and talent through supported experimentation – when you encourage people to try new ways to do essential tasks and processes. • Identify where unhelpful attitudes are preventing them from succeeding in their roles, so that you can help them deal with this. • Develop your people by helping them solve problems that are blocking their progress. • Improve operational efficiency by identifying fundamental problems with business processes. • Highlight succession planning issues, and provide people with a more realistic understanding of their career expectations. The guidelines below can help you direct your coachingfocused conversations for best results.
Managing a Coaching Conversation The GROW model is a valuable framework for managing a coaching conversation. Follow these four steps to adapt GROW specifically for talent development.
Explore People’s GOALS
Coaching is ideal for exploring people’s professional, economic, and personal ambitions. By better understanding how they want to commit to their roles and careers, you can more easily assess how to shape the way that they work to meet those desires. For example, a coaching conversation might identify untapped motivation, a skill gap, or a need for a different work experience. In a similar way, by exploring people’s formal work goals, you can help them bring clarity to what they should be doing and the skills they need to be developing, so that they know what they should be focusing on, and where they should and shouldn’t be using their time.
Assess the Current REALITY
You can use coaching conversations to discuss the good and bad aspects of people’s work life, and this is a great way of uncovering how they perceive their roles and relationships within the organization. Are they sufficiently challenged in what they do? Perhaps they find their job stressful? Or maybe they’re experiencing conflict with their co-workers? By helping people understand their current situation, you can help them fulfill their potential in a way that benefits the organization. This helps you build a happier team. Recognizing reality is also important where people are struggling to achieve their formal work goals. They’re unlikely to find the motivation to change their behavior if they can’t see a problem that needs to be solved.
Explore the OPTIONS for Developing People’s Capability
If people need to improve their skills or change the way that they work, then take time to explore the options available to them. For example, the outcomes of coaching conversations could include an agreement to take on new responsibilities within the current role, to look at changing roles within the organization, to engage with a potential development mentor, or to start a training program to build skills and knowledge.
Assess and Confirm People’s Motivation (WILL) to Develop
Once the people you are coaching have agreed to a path of action, coaching can help you explore whether they are sufficiently motivated to make the changes that you have agreed upon. As a coach, you can challenge them to explore what will make the plan happen. For example, they may need a break from their current role to provide sufficient time to develop new skills, or they may need to change their daily routine to allow for additional responsibilities or tasks. continued on 59 enx magazine
39
You Deserve The Very Best Sharp Congratulates Hyakuman Kai Dealers and Distributors!
20 Hya 09-2010 kum a Awa n Kai rd.
Sandra Purdom - Collins Distributing, (Back Row) Robert Duchess - Collins Distributing, Rich Boosma - Sharp Electronics, Brian Stevens - Collins Distributing, Peter Hessenius - Sharp Electronics
It is our pleasure to present Collins Distributing with the 2009-2010 Hyakuman Kai Award. Collins Distributing is among a select group of dealers and distributors who have attained the Hyakuman Kai honor through their commitment to Sharp Imaging and Information Company of America. We thank you for your business during the past year and look forward to your continued success in the future.
800-727-0884 or Visit us @ www.CollinsDistributing.com 40
enx magazine
Samsung Congratulates Collins 2010 Distributor of the Year!
20 Distr 10 i of th butor e Yea r Awa rd.
Michael Strahan - NFL Player, Sandra Purdom - Collins Distributing, JY Lew - President, Enterprise Business Development of Samsung Electronics, Don Crier - Senior Manager, Direct Dealer Channel of Samsung Electronics
It is our pleasure to present Collins Distributing with the 2010 Distributor of the Year Award! This award is based upon Sales and Service for BTA Dealers in the USA and helping to access growth. Collins Distributing has attained this honor for the 2010 year and would like to say thank you for your continued business in the past year and look forward to your continued support in the future.
Call Today - See Why We Are The Best! enx magazine
41
SERVICE MANAGEMENT
We Saw It In ENX Magazine
SEPTEMBER 2011
Are You Running Service Or Is Service Running You? - Part IV
The Value of Good Parts and Dispatch Managers By Weston McArtor
I
’ve been very fortunate to have had the opportunity to work with many outstanding office equipment dealers in my career. This is the fourth installment of the series of articles developed based upon many quality practices these dealers use. Most of what I discuss here is not necessarily new information, but I’ve seen the same common problems in varying degrees in almost every dealer. With this in mind I’d like to highlight these common areas of concern and offer suggestions on how to solve the often-complex nature of running service. I’m often amazed when visiting dealers at the apparent misunderstanding of how their parts manager and dispatchers affect the overall function and efficiency of their service departments. Both of these individuals are absolutely critical when it comes to the customer’s perception of their businesses and a significant share of their service department’s manpower requirements. Technology such as wireless dispatch has done a great deal to improve the overall accuracy and productivity of the technician’s interface with dispatch. But even with wireless dispatch you cannot overlook the value of the dispatchers and how they influence the customer’s perception of your business.
Customer Care It goes without saying that the individuals that interface with your customers can make or break much of the relationship with your company. After the salesman is long gone, the primary contact with your business will be when the customer calls in for service or supplies. It is of the utmost importance that these individuals interfacing with these customers be trained in customer service skills and understand the significant role they play in your organization. Technicians know that much of the customer’s temperament when they arrive will have been already determined by how the dispatcher dealt with them at the time they placed their service call. Diffusing an angry customer can go a long way in assisting your technicians to put final closure on the problem the customer is having. Having all the information about the customer’s situation is also key to their ability to empathize with the customer’s situation. Each interaction should be carefully documented, not only for the benefit of the technician, but also for the benefit of all involved. Knowing why the customer called, their state of urgency, the current call load, and who can best solve their problem can all be information gathered and correlated by dispatch. It becomes obvious then that any time and training investments made in your dispatchers, making sure that they know how to handle your customers, how your automation software works, and if appropriate, how to effectively keep your technician’s priorities in line with the customers, is money well spent. A good dispatcher can take advantage of the fact that they know where the technicians are and where they are needed and use that to reduce wait time by your customers. GPS and proper ter-
ritory assignments are additional tools to improve this effectiveness. They can also reduce the amount of wasted tech time by ensuring the technicians are where they are supposed to be. Depending on your basic territory structure, having them familiar with your geography can be helpful in their decisions about which tech can get there the quickest from their current location. I also believe it is to everyone’s advantage to rotate technicians into dispatch, so they can understand what goes on in dispatch and what dispatchers have to manage, as well as putting dispatchers in the field with technicians for the same reason. Both can learn a lot from each other and the experience will make them better at their jobs.
Parts Logistics Good parts and inventory control managers are in my opinion far more valuable than most give them credit for. For the average dealer in our customer base this person can cost the dealers as much as 20+% of their total technician manpower requirements. Why? Because statistics show that more than 34% of the time the service call will require parts. Statistics also show the dealers will have an average of 20+% of the total calls generated by customer result in an additional call because the technician doesn’t have the necessary parts to fix the machine on the first visit. Think about this for a moment; your parts person has control of over 30% of your technical manpower if they completely miss the boat on restocking your technicians. Is it realistic to expect a 0% percent hold for part rate (HP%)? Impossible! But if you could lower your hold for part rate to 8% which is about as low as I’ve seen it realistically maintained, this represents a 12+% reduction in over all calls. So if your company does 1000 calls per month, 120 of those calls would simply go away, and either allow you to reduce your staff or provide the improved response time equal to one and a half additional techs. When your parts person does not properly equip your technicians for their jobs, you are literally throwing your most expensive resource (manpower) at a parts logistics problem, not to mention the thousands of dollars in overnight parts shipping costs normally associated poor parts management as well. Does this require higher inventories? I don’t believe so. My experience is that a good parts manager is constantly balancing the primary need of getting the technicians the right parts at the right time, with the need to constantly be adjusting the on hand inventory to its minimum. So not only can this individual cost you unnecessary manpower but they can also cost you huge dollars in obsolete and excess inventory if not properly managed. It seems almost illogical that dealers put someone in charge of hundreds of thousands of dollars in inventory, as well making them responsible for almost one quarter of your required technical staff’s time, but yet more often than not, this person has no continued on 43
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SERVICE MANAGEMENT
We Saw It In ENX Magazine
SEPTEMBER 2011
to get a highly qualified service manager.
PARTS FOR COPIERS & PRINTERS CANON, MITA, SHARP & HP
continued from 42
formal education in inventory control or distribution. In some cases the parts manager is a former warehouse employee or ex-field tech. Although some of the individuals may be quite good, simply look at the amount of inventory (or obsolete inventory) and the percentage of no parts calls and you can quickly determine if hiring a more qualified manager is justifiable. You can also address this issue with technology—BEI’s Effective Workload Distribution software can not only assign an appropriate workload for your technicians, but also generate an accurate required car stock, so the parts manager only has to make the appropriate adjustments to each technician’s car stock. This will free his time up to ensuring he’s managing your inbound shipping costs through better forecasting, and maximizing your warranty opportunities. I think most dealers wrestle with parts inventories and the effectiveness of the technicians in this regard, but you must look at the source. Proper selection of a good parts manager and the support personnel that help that person can be worth far more than you will likely have to pay
Usually only a small percentage of your no parts calls will be caused by the vendor being out of parts. In my travels, I’ve been able to document that better than 80% of the average dealers’ no part calls are for parts that the technician normally had in his car inventory. What is happening is that they are not restocked often or fast enough, therefore they’ve used their on-hand stock and require additional items. The response to this is to increase the quantity of those items, or simply shortening your restock time will accomplish the same task and is generally much cheaper. There will always be unusual parts that rarely fail or that the vendor backorders on. But these are the exception, not the rule. A qualified parts manager will understand that better forecasting means lower shipping expenses, consistently lower inventory amounts, and fewer no part calls. If you currently have a parts manager who’s doing a good job and keeping your service organization running at optimum levels, commend them on a job well done. If your parts person is not achieving the inventory
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standards required, get them enrolled in courses designed around distribution and inventory control. This education will pay huge dividends to your organization, and can dramatically increase your customer’s satisfaction.u Mr. McArtor is the president of BEI Services, Inc. that now tracks every service call that occurs on over 3.5 million imaging devices, around the world. If you have any questions please contact BEI Services, (316)772-0234 or Wes@BEIServices.com. enx magazine
43
COMPANY ON THE MOVE
We Saw It In ENX Magazine
SEPTEMBER 2011
COMPANY ON THE MOVE:
A Visit with MSE Obsessed with Quality
T
o gain inside perspective of aftermarket industry, ENX spoke with MSE’s Luke Goldberg, Senior Vice President, and Gil Wazana, Vice President of Sales–Americas. They spoke candidly about their view of the state of the compatibles industry, MSE’s business philosophy, newest innovations, color and MPS products. Tell me about your view on the current market challenges and opportunities for compatible sellers.
Gil Wazana VP of Sales
Luke Goldberg: The aftermarket imaging supplies business is very resilient. We have been able to overcome many obstacles to provide ever increasing offerings of products. We seem to be managing the external problems of chips, raw material, and acquisition of empties, new equipment, OEM intellectual properties, and legal restraints. We have overcome the technical issues for 25 years and we will continue to overcome them. However, many compatible manufacturers are still unable to appropriately manage customer expectations. We need to understand our biggest challenges come from our own industry. We really need to provide a consistent, quality alternative. If you are unable to do it, you should go to your customers and say ‘I can give you a recycled product or a new compatible. The product is probably not going to be as good as the OEM.’ Had the industry done that in the past, the industry probably would not be in the situation we are in today. The fact is many companies do not have faith in the quality of their own product. So they price it at 50% less than the OEM, when an appropriate price for a quality compatible is 25 - 30% less. The current industry pricing practices, if they continue unabated, will lead to the undoing of the industry. Too often product is priced as a base of cost up; rather than OEM retail price down. These problems are internal. One company cannot accomplish this repositioning by itself. We need a collective representation from the majority of remanufactures to improve their quality and price their products appropriately. How has the economic down turn affected the supplies aftermarket? Gil Wazana: A major shift in OEM equipment launches took place between 2008 and 2011 as
a result of the global recession. The OEMs stopped developing new technology and releasing new printers. In previous years, they were releasing new chip technologies, faster printers, higher yields, 15+ new models per year. Each of these actions delayed the ability for the aftermarket compatible industry to quickly and effectively keep up with providing quality aftermarket products. Recently, many assemblers were able to go to the toner manufacturers and ask for toner that would work in many of the popular printers that had been on the open market for a couple of Luke Goldberg years. They would test new products Sr. VP until they worked good enough to offer a remanufactured product to the compatibles market at a very low price. Luke: In 2011 there is a noticeable increase in the amount of new hardware with new technology being offered by the OEMs. Faster speeds, new chips, advanced color formulas are being introduced. These new products play into the strength of MSE. Our history of innovation, creative engineering, state of the art testing facilities and first to market manufacturing ability allows MSE to quickly and effectively custom engineer compatible products for newly released equipment. How do these events fit in with the MSE business philosophy? Gil: MSE began as a reseller of compatible toner cartridges in 1994. From the very beginning we struggled to find a reliable product to sell to our own retail customers. We eventually transitioned into remanufacturing laser toner cartridges due to the inability to find consistent compatible supplies that met our demand for consistent quality and yield. This recognition of the lack of quality in the industry drove us into the world of manufacturing with a vision to successfully compete with the best OEMs. Quality has always been at the foundation of MSE even before we had the resources to invest in the technology, innovation and the patented processes we have today. Explain MSE’s trademarked phrase Intelligent Re-engineering™. Gil: By the late 1990s we stopped seeing ourselves as a cartridge remanufacturer. The foundation of everything we do is continued on 45
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COMPANY ON THE MOVE
We Saw It In ENX Magazine
SEPTEMBER 2011
continued from 44
based on quality, innovation, and technology. Our focus on engineering became the driving force to deliver consistent quality. We decided that hiring engineers to provide innovative technology was more important than increasing our sales staff. Intelligent Reengineering™ became our trademarked phrase that describes our quest for providing the markets truest alternative to OEM products. Our engineers understand the OEM process: the good and the bad. Our goal is to overcome OEM impediments and in some cases to even improve on the OEM process. It officially began in 1999 with the development of the first MSE patent. Eleven years and 16 patents later, MSE continues to invest in development and continuous improvement of our products. How are the compatible color resellers dealing with product quality? Luke: Coming from the raw material, manufacturing and distribution side of the industry, I have seen firsthand the major issues caused by the raw material side of color. Those challenges are exacerbated by the fact many manufacturers do not have the necessary manufacturing equipment, technical understanding or investment capital that is required to produce a consistent quality color product. Today one of the things that makes it risky for the dealer looking to buy compatible color products is that everybody says they are the leader in color. So how does the dealer know what is reality and what is subterfuge? How do you differentiate between those who say they sell a high quality non-OEM alternative and those that actually deliver? Collectively the aftermarket has not done an adequate job of convincing the consumer that there is a good alternative to the OEM color product. Dealers are scared of getting their end users to try a product that has a history of being inferior. Eventually we will lose our opportunity to successfully sell compatible color if we continue to offer a subpar product to the same end users who have tried and been disappointed with inferior color products in the past. How is MSE responding to the color needs of the market? Luke: Patents, innovations, technology, engineering and unyielding commitment to quality directly relate to MSE’s commitment to producing the first true color alternative to OEM consumables. MSE has earned a real leadership position in the color market. Today over 40% of our revenue comes from our aftermarket color supplies. This is in comparison to worldwide aftermarket color sales of less than 10%. We have been successful in convincing our dealers to use MSE color because it has proven itself to be able to produce superior consistency over an extended period of time. How does Absolute Color Technologies™
differ from other color products? Luke: From a marketing standpoint we established the MSE color sub-brand Absolute Color Technologies™ to establish a differentiation of quality and recognition at the dealer and end user level. Every MSE branded color cartridge has a sticker on it listing specific technologies and patents that are deployed in the manufacturing of this product. Aftermarket color was infamous for poor color consistency. There have been many historical causes of this including color toner adhering to the primary charge roller. This causes dirty prints, streaking print and unwanted background. Every dealer has seen this problem. As part of our Intelligent Reengineering™, we developed and applied for patents on our secondary cleaning system. This additional component is added to the cartridge to keep the PCR completely clean of toner additive buildup. It virtually eliminates the issues of streaking, back grounding and overall dirty print quality. This hallmark revolutionary technology eliminates many historical problems associated with aftermarket color. The Absolute Color Technologies™ brand of products is a true color alternative to the OEM. When it comes to laser color toner cartridges, MSE is in a Category of One for aftermarket color. How is MSE fulfilling the needs of MPS dealers? Gil: A traditional laser printer dealer has a different understanding and usage of compatible supplies than does the BTA channel dealer. The MPS movement has required copier dealers to take on the servicing of printers. Most copier dealers do not question the quality of their supplies. In the past they made good money selling new OEM hardware and OEM supplies. Quality was never an issue. That world no longer exists. When attending World Expo or ITEX, their discussions with manufacturers of compatible products deal with pricing and shipping. There is a preconceived notion that all aftermarket supplies must be at the same quality as the OEM. This creates a ‘false start period’. Explain the concept of the false start period. Gil: Most copier dealers established their MPS program infrastructure with little thought about the quality of the supplies they will be using. They are price focused when choosing a manufacturer and distributor of their supplies. They do not take the time to visit the manufacturing plant of the maker of the supplies. Price and logistics continued on 46 enx magazine
45
COMPANY ON THE MOVE
We Saw It In ENX Magazine
SEPTEMBER 2011
COMPANY ON THE MOVE:
A Visit with MSE continued from 45
alone are the determining factors in their buying decision. For the first few months of using low priced compatibles, things seem to be OK. An inferior product will work for a while before that 10% failure rate begins to negatively affect serviceability and profitability. After 9 to18 months of use you have unsatisfied customers, increasing service calls, disgruntled field techs and a discouraged sales staff. End users are unhappy and refuse to renew their MPS agreements. The false start period requires the copier dealers to re-examine their MPS program. They know they must remain in the MPS market. They just have to find another way to make it work. Many find they are committed to long term agreement pricing that is dependent on the use of very low priced and equally low quality compatibles. Copier dealers are coming to MSE and saying ‘We need to use your products in our MPS programs. But we are already stuck with pre-established unrealistically low prices to our end users. What do we do?’ At this point, they have educated themselves to the need for proven quality the hard way that the foundation of a successful MPS program is the exclusive use of quality compatibles. After the false start period, MPS dealers diligently research the credentials of compatible manufacturers and sellers. What problems and benefits are the high yield and jumbo products creating? Gil: MSE has established a high yield cartridge with the MPS Engineered sub-brand. This product has been specifically engineered for use in equipment being covered under MPS agreements. MSE also provides MPS engineered marketing literature that is written in language easy for the end user to understand. The full color marketing piece explains what makes the MSE products superior. These include commercial benefits, environmental, technical benefits as well as cost savings. Users need to be cautious and aware of companies that advertise high yield products. There is more to jumbos than just stuffing more toner into a cartridge. Users need to measure the engineering and innovations ability of companies that offer jumbo cartridges. You are asking the cartridge to double its life cycle. Just marketing extended yield does not increase the ability of a cartridge to last twice as long. Over the years I have learned there is not just black and white, there are a lot of grays. If I told you every one of my products is perfect and equal to the OEM, it probably is not true.
Explain MSE’s commitment to reinvestment and educating their dealers and users. Luke and Gil: MSE continues to educate and bring a true awareness regarding the critical importance of quality to the dealer community, especially the copier dealers. Printer dealers already had years of learning the hard way to choose quality over lowest priced. The industry cannot afford for the copier dealers to have such bad experiences when using compatibles that they revert back to using OEM products. Our goal is to increase the awareness of how to evaluate the overall value, not just the price, of different compatible products and their manufacturers. What suggestions do you have for the BTA channel MPS buyer and user? Gil: A large part of the MSE marketing approach is through consultative sales and brand name recognition. MSE never sells directly to the end user. We understand that our products must be sold by a 3rd party. We are committed to support our dealers. We translate our very technical achievements to sales and marketing support that end users can understand. After the sale we continue to advise and help our customers succeed. MSE has a vast array of dealer marketing support including those specifically designed for the dealer community and other material for the end user. What benefits does the MSE branded products provide? Gil: MSE is the only major wholesale manufacturer that prints their name on the box. It is not just the dealer’s reputation who sells the product that is at stake. The MSE brand was launched in 1998. We were the first in the business to use color packaging. Our checks and balances insure we never sacrifice any element of the product. Using our name on our box allows our dealers to use our credentials, certifications, patents, marketing tools, manufacturing plant visitation, webpage, corporate videos and reputation as part of their selling process. Luke: Dealers who are researching compatible manufacturers should consider the importance and benefits of brand recognition. Without a specific manufacturer’s continued on 55
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Plan to attend ITEX 2012, the largest and most comprehensive event in the channel. Registration opening this fall. Our website has been recently renovated. Check out itexshow.com and sign up to be among the first notified when registration opens!
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PLATINUM SPONSORS:
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enx magazine
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enx magazine
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STATE OF BUSINESS
We Saw It In ENX Magazine
SEPTEMBER 2011
Her e' Pros s to a pero us
201 1 International Copier Exchange, Inc. Worldwide Equipment Distributors
We Are One of the LARGEST SUPPLIERS of CANON and RICOH Copiers in the U.S.A Domestic Sales
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• Hundreds of Low Meter Demo Units Available
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• We Specialize in Ricoh, Canon and Everything In Between
• Worldwide Export Specialists
• Extensive Inventory - Thousands of Copiers per Month
• Sophisticated Inventory Bar Code Scanning System To Ensure Accuracy
• Fast Turnaround Times For Your Orders
• All Equipment Accurately Represented, Inspected and Tested
• Experts at Loading Containers • All containers fulfilled to exact customer specifications • Containers Shipped Daily
• Fast Shipments and Great Freight Rates
• State Of The Art Brand New Facility With 14 Loading Docks
• We Carry Parts and Accessories for All Manufacturers
~ • Highly Competitive Pricing
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• Experienced and Knowledgeable Sales Team • Package Pricing Available • Best Quality Control In the Industry! • Your Satisfaction is "Our Business"
Large Quantities of All Other Makes & Manufacturers Available! Andy Bongar Chatsworth, California 888-423-2679 818-999-1000 abongar@copierpoint.com
Greg Zander - International Sales ~ - Dallas, Texas Se Habla Espanol 866-503-2679 972-503-0100 gzander@copierpoint.com
www.copierpoint.com Jared Zander Dallas, Texas 866-503-2679 972-503-0100 jzander@copierpoint.com
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Marge Davis St. Louis, Missouri 800-933-2374 314-770-1233 mdavis@copierpoint.com
Mark Ferland Chatsworth, California 888-423-2679 818-999-1000 mferland@copierpoint.com
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manufacturing oEm and aftermarket toner products Since 1989 enx magazine 53
STATE OF BUSINESS
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We Saw It In ENX Magazine
SEPTEMBER 2011
COMPANY ON THE MOVE
We Saw It In ENX Magazine
SEPTEMBER 2011
continued from 46
COMPANY ON THE MOVE:
A Visit with MSE continued from 46
brand name on the box, how do you know who actually made the product you receive? When you buy from a distributor, how can you guarantee (to your end user) the consistent quality of the product? There is no brand integrity, consistency or yield guarantee with most of the non-OEM products being offered. The box packing does not identify who or where the product was made. MSE is proud to print their name on the products we make. MSE continues to prove their sustainability as a partner that can provide first to market products that work. We also have a 17 year track record of reliability. When a dealer writes a 5 year MPS agreement using MSE pricing and reliability as the foundation of their pricing, they know MSE will be in business to support the promises the dealer makes. Having a trusted, US based manufacturer, whose name proudly appears on each product that is manufactured and sold, creates a true business partnership with the What advise can you give the struggling MPS dealer? Luke: The copier dealer needs to look no farther than MSE for a trustworthy partner that will be around in future decades. When you visit MSE you see, feel and hear innovation, reinvestment and industry commitment. Many of our customers come for a visit every 6 months because they can see the advances, changes, innovations, new products, additional employees that are part of the MSE culture. Our dealers understand part of every dollar they pay to MSE is invested in our collective future. The core of MSE is built on the knowledge that quality will win out over time. When viewing our price list, MPS dealers quickly realize we are not the lowest priced option. But we continue to prove that MSE offers the greatest overall value. MSE partners with the MPS dealer to increase their customer retention. The future is a reflection of what we have achieved in the past. MSE believes in the power of our market which ensures that consumers have a viable choice. We are bullish on the future of our industry if we continue to be vigilant about quality.u By Ronelle Ingram
New, Used and Refurbished Copiers. Parts and Supplies Generic or OEM We have over 15 years experience in the copier export market. Our Technical support team is the best in the industry. Large Ricoh and Konica Minolta Inventory. We are located only 30 miles from the Port of Miami.
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3001 W. McNAB ROAD POMPANO BEACH, FL 33069 Web: www.intercomcopiers.com email: sales@intercomcopiers.com
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STATE OF BUSINESS
We Saw It In ENX Magazine
SEPTEMBER 2011
Reliable Imaging, Inc. SOLID QUALITY & LOWER COST
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BUSINESS MANAGEMENT
We Saw It In ENX Magazine
SEPTEMBER 2011
continued from 39
Coaching Your People to Success
HP OEM ON SALE
Tip: Coaching conversations usually
E SP
work best when initiated by the person being coached. However, you can always ask team members if some coaching time with you would be useful.
Call Us For Our Specials!
Remember that this is coaching! When you are coaching, you’re not required to direct people (as a manager would) or provide an expert opinion (as a mentor would). You’re an objective facilitator, helping people to make the right decisions for their development or career path. The people ultimately decide what action to take.
We Also Carry
~ Hablamos Espanol
Key Points
ph:
With effective coaching, you can help your people improve their performance significantly, and you can empower them to take on more responsibility and take advantage of new opportunities. An open-ended and non-directional coaching conversation is likely to uncover issues that you might not find in dayto-day manager and team member interactions. Find time to use coaching to develop your people’s talent. Our philosophy at Strategy Development is that the number one responsibility of any owner, leader or front-line manager is to develop their people. This will help the members of your team reach their full potential, find the right roles, and be more effective at reaching your organization’s goals. u
David Ramos is a sales operations consultant for Strategy Development, an industry management consulting and advance sales training firm providing sales, service & MPS information, including workshops for the BTA as well as a MPS Sales eLearning program with InfoTrends. He also instructs a selling skills workshop called “Sell With Success.” You can reach him at www.strategydevelopment.com or ramos@strategydevelopment.com.
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Brother Canon Copystar HP Konica Minolta Panasonic Ricoh Samsung Sharp Xerox
Of course, if coaching isn’t delivering the results you want, then you’ll need to move into a managerial or mentorship role. You’ll need to judge when or if this is appropriate.
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Need A Vacuum? We Carry OMEGA PLUS! *Offer good until September30, 2011 or while supplies last.
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Call Paul at ext. 21 or Fax: 714-775-5234
Email: paul@inkdirects.com or cassidy@inkdirects.com enx magazine
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Product & Industry News UNINET ABSOLUTE BLACK TONER & COMPONENTS FOR HP M4555 MFP Los Angeles, CA - UniNet releases Absolute BLACK® toner and remanufacturing products qualified for use in HP’s newest monochrome laser MFP: the Enterprise M4555. All major replacement components have also been released. This new MFP is variation of HP’s 4015/4515 series printer. Upgrades include an “instant-on” fuser, encrypted hard drive, and multiple paper handling options. Toner cartridges are similar to the 4015/4515, but are not interchangeable. The CE390A cartridge is rated at 10,000 pages and the “X” version at 24,000 pages. u Kyocera Mita America Names New President OSAKA, Japan and FAIRFIELD, N.J. – August 1, 2011 – Kyocera Mita Corporation (KMC), announced the appointment of Mr. Norihiko Ina as president of its subsidiary, Kyocera Mita America, Inc. (KMA), effective today. Mr. Ina joined Kyocera Mita Corporation in 1987 and has had a successful track record of proven leadership. From 1994 to 2008 he was president of Kyocera Mita UK and a senior manager with Kyocera Mita Europe in Amsterdam. In 2008, he returned to KMC as manager of the Sales and Planning departments for the American market. Since 2010, he has been with KMC’s Business Strategy Division where he has focused on the corporation’s initiatives aimed at further expansion of its document solution business. For more infomation visit www.kyoceramita.com/us. u Technology Leaders Launch New Alliance LAS VEGAS – 7/19/2011-- MWA Intelligence Inc. (MWAi), a leader in enterprise-class M2M (machine to machine) and M2P (machine to people) solutions and services, today announced the formal launch of Technology United, a new alliance formed from some of the most prestigious technology companies in the world. Technology United founding members include Intel, Green Hills Software, MWA Intelligence, Genius Bytes, NewField IT, RIM, US Fleet Tracking, Spline Network, ESP, LMI, Compass Sales Solutions and Barrister. Technology United is dedicated to providing the best and most aggressive technology and services through this association of powerhouse companies covering everything from IT security and embedded technology to IT automation and supply chain management. It offers the marketplace turnkey imaging solutions developed by best-of-breed partners delivering real technology solutions for the office today and in the future, focusing resources and the power of technology exchange to offer a superior level of quality and innovation. “Technology United’s mission is to pull the best partners together with the best technology to deliver the best user experience,” said Mike Stramaglio, President and CEO of MWA Intelligence. “The solutions created will allow your business to enjoy efficiencies and cost savings that can really make a difference to your bottom line”. “Modern imaging systems are increasingly sophisticated, controlled by powerful computers and connected to the IT infrastructure, yet the security impact within the enterprise has been largely ignored,” said Gordon Jones, Vice President and General Manager of Green Hills Software’s INTEGRITY Secure Virtualization business unit. “With Green Hills Software’s long history of leadership in embedded systems security and as the only organization to have achieved a Common Criteria EAL6+ High Robustness software security certification, we are pleased to be a part of this Alliance and its mission to promulgate high assurance development processes and technology to the imaging world”. “The imaging channel around the world is in need of a seamless and fully integrated enterprise capable of delivering this new generation solution for moving dysfunction to function in the supply chain,” Stramaglio added. “This new enterprise is designed to recognize and
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September 2011 deliver the best-of-breed solutions for supply chain automation; intelligent procurement of machines, parts and hardware; implement a world-class level of security; leading-edge field service mobility, GPS mapping; scheduling optimization; service call avoidance; and a long list of advanced document management tools. Technology United is a powerful force dedicated to delivering what the worldwide market is demanding for growth in the MPS and e-commerce marketplaces.” For more information please visit www.mwaintelligence.com. u FIRST LOOK AT CANON’S FIRST COMPACT WIRELESS DIGITAL RADIOGRAPHY SYSTEM AT THE 2011 AHRA MEETING AND EXPOSITION Canon U.S.A Previews the CXDI-80C Wireless DR System and Cassette-Compatible CXDI-501 DR Systems DALLAS, August 12, 2011 – Setting new milestones in its digital radiography systems, Canon U.S.A., Inc., a leader in digital imaging, will preview the CXDI-80C Wireless Digital Radiography (DR) system1, along with the CXDI-501 DR systems2 at the 2011 American Healthcare Radiology Administrators (AHRA) Exposition (August 14 – 17). In addition to the CXDI-80C Wireless DR system and CXDI-501 DR systems, medical professionals can view the Company’s complete DR medical imaging solutions at the Canon booth (#702). “In the current medical market, the main objective when purchasing digital radiography equipment is to offer low-dose radiation without sacrificing image quality,” said Tsuneo Imai, senior director and general manager, Medical Systems Division, Canon U.S.A. “The addition of the CXDI-80C Wireless and CXDI-501 DR systems to our DR portfolio demonstrates Canon’s commitment to meeting the demands of the medical industry by developing products to facilitate high-quality health care performance.” Canon CXDI-80C Wireless Digital Radiography (DR) System1 As Canon’s first compact wireless DR system, the CXDI-80C Wireless DR system builds on the success of Canon’s renowned CXDI-70C Wireless DR system, while achieving reductions in size and weight. With great operability and freedom in diagnostic exams, the CXDI-80C Wireless DR system features a lightweight body design with an imaging area of 11 x 14-inch size, which is equivalent to a conventional 10 x 12-inch imaging cassette. The CXDI-80C Wireless DR system weighs 5.5 pounds and incorporates a 6.1-megapixel image sensor with a pixel pitch of 125 microns and a Cesium Iodide (CsI) scintillator, producing high-quality images with low X-ray exposure. The CXDI-80C Wireless DR System also produces up to 140 images on a fully charged battery, making it easy to obtain the optimal image for proper diagnosis. Providing excellent portability, the CXDI-80C Wireless DR system can also fit into an incubator tray or isolette, which is ideal for orthopedics practice or Neonatal Intensive Care Units (NICU). When used together with the CXDI-70C Wireless DR system, the CXDI-80C Wireless DR system fully supports the imaging of various body regions, including the head and chest area, abdomen and extremities. Canon CXDI-501 Digital Radiography Systems2 With its new glass substrate, impressive image quality and portability, the CXDI-501 series provides medical practitioners with the means to deliver efficient diagnosis and quality patient care. Thanks to the new, detachable cable and compatible cassette, the Canon CXDI501C and CXDI-501G DR systems are exceptionally versatile, satisfying both portability and easy installation for most existing Bucky trays. The CXDI-501C and CXDI-501G DR systems feature 14 x 17-inch imaging area and each weighs less than 7 pounds. Boasting exceptional lightconversion efficiency, the CXDI-501C and CXDI-501G DR systems also incorporate a high-quality, 9.5-megapixel image sensor with a pixel pitch of 125 microns and offer a Cesium Iodide (CsI) or Gadolinium Oxysulfide scintillator, respectively. For high-quality performance, the CXDI-501 DR systems provide fast exam output, allowing medical practitioners to preview an image in three seconds after exposure. The CXDI-501 DR systems include CXDI Control Software NE, which helps optimize
Product & Industry News workflow by reducing the number of operational steps, while supporting multiple patient studies. Additional information about these programs can be found at www.usa.canon.com/kyosei. To keep apprised of the latest news from Canon U.S.A., sign up for the Company’s RSS news feed by visiting www.usa.canon.com/rss. u DPI releases the USA made compatible Xerox WC 3550 high yield cartridge. Direct Precise Imaging continues to lead in new development with the release of the USA made compatible Xerox WC 3550 high yield cartridge. The Brother DR-110 drum unit and Xerox Phaser 7500 USA made compatible colors were released last month. We are currently working on the Dell 5130 and Lexmark C-540 colors. DPI products are manufactured, tested and packaged in the USA and backed by superb technical support and customer service. DPI offers same day shipping, no minimum order requirements, blind drop shipping is available and we have one of the largest selections compatible toner cartridges. Ask about our FREE SHIPPING offer and Empty Toner Cartridge Buyback Program. For further information and monthly specials visit our new website at www.directpreciseimaging.com or call (888) 3767311. u ViewPlus Technologies Inc. Selects OKI proColor™ Series for Use with the Revolutionary EmFuse Color Braille Station ViewPlus Experience in Braille Embossing and OKI Printing Expertise Combine for Unique Product Suite, Generating Groundbreaking Output Mount Laurel, NJ (August 10, 2011) – OKI Data Americas is pleased to announce that one of its innovative OKI proColor Series printers has been selected for use in the EmFuse Color Braille Station by ViewPlus Technologies Inc. OKI’s printing know-how and ViewPlus’ knowledge of Braille embossing have married in the EmFuse system to create media that delivers both color printing and embossing together within a single document. The result is as extraordinary visually as it is conceptually, and the system’s use takes print-on-demand capabilities to a new level for both sighted and the visually-impaired individuals, alike. The EmFuse Color Braille Station – including the OKI proColor printer – handles color printing and Braille embossing with ease, even printing/embossing double-sided on up to 12 inch by 18 inch and A3 paper. The system has the ability to utilize Braille paper or standard office media including cardstock, copy paper and labels. Its high paper-handling capacity, high-definition color output, and long-lasting toner cartridges make the system ideal for any organization – educational, governmental, or otherwise – that requires production of Braille documents and materials. According to Jeff Gardner, CEO of ViewPlus Technologies, Inc., the OKI proColor printer was selected for the EmFuse system because, “It was the only printer that is capable of handling the required size range and weight of media to convey the raised Braille embossing in addition to high-impact color output.” The EmFuse system generates materials that may include both Braille and color printing, allowing sighted individuals the opportunity the ability to read what is embossed. This is especially useful for those who teach the visually-impaired. The system’s practicality is demonstrated within its capability for dual purpose printing-on-demand. Whereas organizations may wait days or weeks and pay top dollar for documents to be reproduced in Braille, this system services such needs both quickly and cost-effectively. “OKI continues to offer innovative, high quality, short-run color printing solutions through the proColor Series,” said Rich Egert, General Manager of the Strategic Technology Provider Business Group for OKI Data Americas. “Our collaboration with ViewPlus on the EmFuse Color Braille Station is another example of OKI’s commitment to the delivery of
September 2011 custom printing solutions as we continue to fill voids within the marketplace. For more information about the EmFuse Color Braille Station, visit ViewPlus Technologies, Inc. at www.viewplus.com or call 1-866836-2184. u KODAK NGENUITY 9000 Series Scanners Add New Features to Support Users and Optimize Document Driven Processes ROCHESTER, N.Y., July 20—The latest enhancements to the KODAK NGENUITY 9000 Series Scanners will help users and customers benefit from new levels of productivity and image quality. Improvements to the scanner line’s performance and functionality will help businesses achieve faster processing times and more easily process complex jobs. The NGENUITY 9000 Series Scanners receive a boost in image quality performance with the addition of a 300 dots per inch (dpi) accelerated scanning mode, which captures images at a higher resolution to improve image quality as scanning speeds increase. The powerful production scanners also include a patch code detection feature that enables users to switch seamlessly between color and black and white scanning to help eliminate workflow disruptions and improve overall post-scan document management. “Since our original purchase, the new features in the NGENUITY Scanners have helped our imaging team speed up production time, and make significant strides in our efficiency,” said Tausha Dunlap, Imaging Production Coordinator, Iron Mountain Information Management. “Our group serves a broad base of client needs, scanning more than 100,000 pages per day—everything from onion skin to older typewriter paper and thicker envelopes. Standardizing on the NGENUITY has enabled our team to take advantage of key features that reduce manual labor time, and better automate our digitization process.” Originally launched in March 2009, the NGENUITY 9000 Series Scanners serve the mid -to high-volume production scanning market with outstanding usability and automated functionality. High-performance capacity capabilities include a feeder tray that holds 700 documents. An intuitive front panel offers “one-touch” key functionality that supports ease of use. Other key features include availability of onboard KOFAX VRS Professional for image processing. The NGENUITY Series Scanners continue to be widely adopted throughout the marketplace, providing users with a durable solution for scanning large volumes of various paper-based information. From fragile photos to mixed batch loan appraisals, or carbon paper tickets, businesses increasingly count on a reliable scanning process that can grow with their diverse, legacy capture needs. The latest release of the KODAK NGENUITY 9000 Series Scanners provides our channel partners with additional capture options to best fit the needs of their customers’ businesses.” For more information on the KODAK NGENUITY 9000 Series, visit: http://www.kodak. com/go/ngenuity.u Color Imaging Introduces 100% New Compatible Color Toner Cartridges for Toshiba e-STUDIO 2330c, 2830c, 3530c, 4520c MFPs Norcross, GA. – Color Imaging, Inc. introduced 100% new compatible color toner cartridges for the Toshiba e-STUDIO 2330c, 2830c, 3530c, 4520c business color MFPs. These toner cartridges provide a solution to the cost per copy pressures that exist in the business color environment. These Color Imaging products have been extensively tested to ensure OEM compatibility and comparable print quality, yield, component wear and adhesion. Color Imaging is experienced in working with conventional, chemical and mechanically ground toners, which are all part of its extensive line of products. Color Imaging continues to make the investments necessary to meet the requirements of changing technology. For more information contact sales @colorimaging.com u To Read the complete unedited versions of Press Releases submitted each month, please visit www.enxmag.com. u enx magazine
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September 2011
Display Advertiser Index ACM 03 Authorized National Copystar, Konica Minolta & Toshiba Distributor for Copiers, Printers, Faxes, Supplies and Parts Phone: 800-722-7745 Fax: 800-767-9722 askacm@acmtech.com www.acmtech.com All Leasing Services 19 Repo/Offlease Copiers, Printers and Faxes Phone: 949-727-3750 Fax: 949-727-3850 www.alscopiers.com BEI Services Phone: 307-587-8446 sales@beiservices.com www.beiservices.com
04
Carolina Wholesale Phone: 800-521-4600 Fax: 800-356-9169 www.cwholesale.com
Collins Distributing Phone: 800-727-0884 Fax: 901-396-8614 sales@collinsdistributing.com www.CollinsDistributing.com
40-41
50
Color Imaging 800-783-1090 / 800-783-9010 Fax www.colorimaging.com
53
Copier Careers Copier Employment Placement Phone: 888-733-4868 Fax: 800-464-3434 mail@copiercareers.com
71
Copier Clearance Center Buy & Sell New and Used Copiers Phone: 800-393-6355 Fax: 916-617-2742 copyclear@att.net
48
Copier Network Coast to Coast Service Extensive Canon and Ricoh Selection Phone: (510) 746-2080 www.copiernetwork.com sales@copiernetwork.com
20
CSI Customer Service, Inc. 22 Wholesale Canon Copiers, Remanufactured Cartridges, most popular brands. Phone: 888-889-9598 Fax:713-789-1832 anisark@csihouston.com www.csihouston.com Direct Precise Imaging Phone: 888-376-7311 www.directpreciseimaging.com
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DocuWare Corporation Phone: 888-565-5907 dwsales@docuware.com www.docuware.com
32
Electronic Business Machines Copiers/Printers Parts & Supplies Phone: 800-832-6522 Fax: 859-281-6328 www.ebmky.com
67
Escalera Copier Moving Devices Phone: 800-622-1359 Phone: 530-673-6318 Fax: 530-673-6376 www.escalera.com
69
ESHA Corporation 49 High Quality OEM and Compatible Supplies Phone: 888-784-7843 sales@eshacorp.com www.eashacorp.com Express Sales Phone: 877-777-5001 www.escorp.biz
67 & 72
FMAudit Remote meter reading and Managed Print Services Phone: 573-632-2461 www.fmaudit.com
02
Frontier Imaging 43 Distributor of Copier, Printer & Fax Supplies Phone: 888-530-8811 Fax: 310-898-2788 www.frontierimaging.com Great America Leasing 25 Managed Print Services, Remote Monitoring Software or Managed IT Solutions Phone: 800-234-8787 Greater Philadelphia Equipment Co. Copiers, Accessories, Fax Options & Print Controllers Phone: 215-788-7111 Fax: 215-788-4445 gpec1@verizon.com
31
I.C.E. International Copier Exchange Wholesaler of Copiers Phone: 888-423-2679 www.copierpoint.com
50
IDS-International Digital Solutions 17 Authorized Toshiba Distributor for Copiers, Printers, Fax OEM Parts & Supplies Phone: 888-372-3700 Fax: 562-921-1167 suzannecarter@idswc.com
Image Star Business Support and Nationwide Service Phone: 888-632-5515 Fax: 888-635-7479 sales@imagestar.com www.imagestar.com
33
Imaging Supplies Coalition When in Doubt, Check it Out! www.ISC-Inc.org
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Impact Technology World Class Copier Remarketer Phone: 866-848-4900 www.offleasecopiers.com
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Impro Buys and Sells Surplus Supplies USA Phone: 800-554-5912 x602 Belgium Phone: 32-3-236-1844 ENX@improcorp.com
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Industry Analysts Inc. Product Testing Specialists Phone: 585-232-5320 Fax: 585-454-5760 www.industryanalysts.com
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Ink Direct Genuine OEM Supplies 714-775-8255 / 714-775-5234 Fax www.inkdirects.com
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Intercom Exporting Inc Minolta Copiers, Parts and Supplies Phone: 800-960-1119 Fax: 954-978-2412
55
ITC Phone: 877-933-5558 Fax: 610-430-1300 www.itcsupplies.com
38
ITEX The Mirage - Las Vegas, NV April 18-19, 2012 itexshow.com
52
Jamex Copier/Printer/Fax Vending Applications Phone: 800-289-6550 Fax: 607-257-1139 www.jamexvending.com
54
Katun Imaging the World In Color www.katun.com/color-value
27
Mambo Trading Distributor of Copier, Printer, & Fax parts and supplies. Phone: 877-626-2676 Fax: 562-663-9037 ask@mambo-trading.com
59
Mars International Wholesaler of Pre-Owned Copiers Phone: 866-866-MARS Fax: 973-777-5889 www.marsintl.com
11
Midwest Copier Exchange Used Copier Wholesaler Phone: 800-863-3693 www.midwestcopier.com
58
MSE Phone: 800-418-4968 (US-East Coast) Phone: 888-561-4541 (Canada) Phone: +31-36-522-2601 (Europe) www.mse.com
05
Muratec Managed Document Services Phone: 469-429-3409 www.muratec.com
06
MWA Intelligence, Inc. Phone: 800-875-2371 sales@mwaintel.com www.mwaintelligence.com
07
Nation Wide Repair Service Complete Office Equipment Repair Service Phone: 866-655-8676 Tech Support: 800-798-1814 www.nwrsinc.com
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Nectron Phone: 281-240-2222 Fax: 281-240-0468 info@nectron.com www.nectron.com
08
Niche Equipment Office Machines & Supplies Distributor Phone: 630-629-9220 Phone:877-446-4243 Fax: 630-629-6790 www.nichee.net
32
NSA Eco-Certified Quality Toner, Packaging, Product Diversity and Multi-location Distribution Phone: 866-670-2345 www.nsatoner.com
32
NuWorld Business Systems 12 - 17 Copier, Printer, Fax & Business Machine Supplies Phone: 800-729-8320 Fax: 800-829-0292 info@nuworldinc.com www.nuworldinc.com OES Solutions Distributor of Copiers, Copier Parts, and Supplies Phone: 317-867-4999 Phone: 877-637-1240 Fax: 317-867-4920 info@ oes-solutions.com www.oes-solutions.com
38
Office Land OEM Parts for Copiers and Printers Phone: 818-778-0100 Fax: 818-778-0101 www.officeland.ws
43
Parrot Distributing Authorized Panasonic Panaboards and Printers Wholesale Distributor Phone: 800-451-3336 Fax: 423-855-1434 www.parrotdistributing.com
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Parts Drop Copier Parts, Supplies, & Tech info. 201-387-7776 www.partsdrop.com
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Precision Roller Phone: 800-323-9523 Fax: 800-832-4548 www.precisionroller.com
75
Remax Asia Zhuhai, China October 13-15, 2011 Phone: 86 756 3959281 Fax: 86756 3220717 website: www.visitremax.com
56-57
Ross International Buy and Sell Used Copiers Phone: 800-240-7677 Fax: 973-473-8800 www.ross-international.com
Strategy Development Phone: 610-742-4701 woodard@strategydevelopment.com www.strategydevelopment.com
58
Supplies Wholesaler The Cartridge Experts Phone: 866-817-8795 sales@SuppliesWholesalers.com www.SuppliesWholesalers.com
29
TonerFarm One-stop source of remanufactured laser toners as well as inkjets. We offer a wide array of brands and models, from the ancient to the most modern digital copiers, faxes and computer printers. Phone: 800-550-0366 Fax: 714-441-7080 sales@tonerfarm.com www.tonerfarm.com
50
Toshiba Copier / Print Manufacturer Phone: 800-GO TOSHIBA www.toshiba.com
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Prinko Factory Direct Wholesaler in USA USA: Phone: 626-389-8988/626-389-8989 Fax: 626-389-8986 sales@prinko.cn http://www.prinko.cn China: Phone: 86-756-8526991 / 8529662 Fax: 86-756-8526993 sales@zhprinko.cn http://www.zhprinko.cn
23
Printer Essentials Remanufacturer of Compatible Copier, Printer, and Fax Supplies. Phone: 800-965-1180 Fax: 775-850-2630 www.printeressentials.com
73
Pros Elite AdvanceService Management (<FP/MPS) Hybrid Dealer Training September 19-21, 2011 Phone: 813-713-3592 jerry.newberry@ProsEliteGroup.com
37
Uninet West Coast: 424-675-3300 East Coast: 631-590-1040 sales@uninetimaging.com www.uninetimaging.com
Q2 Americaâ&#x20AC;&#x2122;s Fastest Growing Independent Supplier of Copier Parts and Supplies Phone: 888-826-2576 Q2products.com
26
United Supply Wholesaler of OEM Imaging Supplies Phone: 866-212-5884 Fax: 818-885-0511 sales@unitedsupply.com
ReChina Asia Expo November 15-17, 2011 Shanghai, China info@rechinaexpo.com.cn www.rechinaexpo.com.cn
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Reliable Imaging The SPecialist for Remanufactured Color & Monochrome Cartridges Phone: 800-618-2598
58
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Wal Group, LLC Factory Direct Wholesaler of Premium Laser Toner Cartridges Phone: 877-368-7788 Fax: 626-336-7077 sales@walgroupllc.com
36
Ziprint Image Phone: 909-869-0730 Fax: 909-869-0736 sales@ziprintimage.com
54
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ENX Business Card Directory
September 2011
YKC
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September 2011
Cartridge Warehouse International, Inc. All Makes & Models
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Your One Source for HP and Lexmark Printers and Printer Parts. HP 4250 printer Refurb $375 HP and HP 40/4100 Envelope Feeder NEW $120 Lexmark HP 2400 500 feeder New $105 Fusers, and HP P4015 Fuser Refurb Exchange $125 Maintenance HP 3600 Fuser Refurb Exchange $115 Kits OEM, 3rd HP 4200 Maintenance kit OEM New $195 Party and HP 4250 Maintenance Kit OEM New $255 Refurb HP and Lexmark 220V fuser and Maintenance Kit in stock too. Register for resale Login at: accutekimaging.com
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New Stuff Parts for 4150 style (WorkCentre) 4150
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BTA Southeast Fall Color Conference Waynesville, NC October 21-22, 2011 www.bta.org/DistrictEvents Int’l ITC Chapter Meeting Doubletree San Antonio, TX November 5, 2011 www.i-itc.org
Int’l ITC Chapter Meeting The Westin Chicago North Shore Wheeling, IL September 24, 2011 www.i-itc.org
9th ReChina Asia Expo 2011 Shanghai, China November 15-17, 2011 www.rechinaexpo.com
Int’l ITC Chapter Meeting Crowne Plaza Minn./St. Paul Bloomington, MN October 8, 2011 www.i-itc.org
BTA West Las Vegas, NV November 17-18, 2011 www.bta.org/DistrictEvents
Remax Asia Expo Zhuhai, China October 13-15, 2011 www.visitremax.com.cn Pros Elite Group The Independent Dealer Executive Academy (IDEA) Training October 17-21, 2011 Dallas, TX jerry.newberry@Pros EliteGroup.com\
Honk Kong International Stationery Fair 2012 Honk Kong Convention & Exhibition Centre January 9-12, 2011 www.hkstationeryfair.com The LYRA Imaging Symposium Rancho Mirage, CA January 23-25, 2012 www.lyra.com
*Email ENX with your calendar events at:enx@pacbell.net
TECHNICAL TIPS
We Saw It In ENX Magazine
SEPTEMBER 2011
Printer Tech Tips HP LaserJet - Entering Service Mode HP Laserjet 8000, 8100, and 8150 Series service mode 1. Hold down SELECT and JOB CANCEL while powering on the printer until all lights are illuminated and the display is blank. (If the display panel reads INTERNAL TEST at this point, the keys were released too soon. Repeat this step until successful.) 2. Press MENU RIGHT, then SELECT. The message SERVICE MODE will display briefly then the printer automatically begins initialization. After several seconds, both control panel indicators turn off. (The printer may display WARMING UP if it has not warmed up completely.) After the printer has warmed up and passed the self test, SERVICE MODE is displayed. 3. Press MENU once to display SERVICE MENU. 4. Once it says SERVICE MENU press ITEM to scroll through service mode items. 5. To exit the service mode press GO. HP Laserjet 5si service mode 1. Hold down ITEM and [+] while powering ON the printer, until all lights are illuminated and the Display is blank. (If the display panel reads INTERNAL TEST at this point, the keys were released too soon. Repeat this step until successful.) 2. Press SELECT. The message SERVICE MODE is displayed briefly, then the printer automatically begins an INTERNAL TEST. After several seconds, both control panel indicators turn OFF. (The printer may display WARMING UP if it has not warmed up completely.) After the printer has warmed up and passed the self test, SERVICE MODE is displayed. 3. Press MENUS once to display SERVICE MENU. 4. Once it says SERVICE MENU press ITEM to scroll through service mode items. 5. To exit the service mode press ON LINE. HP Laserjet 4V and 4MV service mode 1. Hold down the ON LINE, FORM FEED, and ENTER keys while powering ON the printer, until all lights are illuminated and the display window is blank. (If the display window reads 05 SELF TEST at this point, the keys were released too soon. Repeat this step until successful.) 2. Press the FORM FEED key, then the ENTER key. The message SERVICE MODE is displayed briefly, then the printer automatically begins a 05 SELF TEST. 3. After several seconds, both control panel Indicators turn OFF. (The printer may display 02 WARMING UP if it has not warmed up completely.) After the printer has warmed up and passed the self test, SERVICE MODE is displayed. 4. Press MENUS once to display SERVICE MENU. 5. Once it says SERVICE MENU press ITEM to scroll through service mode items. 6. To exit the service mode press the ON LINE key. HP Laserjet 5000 series service mode 1. Hold down SELECT and CANCEL JOB while turning on continued on 68
www.laserprinterparts.com W EST C OAST P LATEN
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TECHNICAL TIPS
We Saw It In ENX Magazine
UNITED SUPPLY
XEROX AUTHORIZED DEALER
SEPTEMBER 2011
Printer Tech Tips continued from 67
Toll Free 866-212-5884
Fax 818-885-0511
Sales@unitedsupply.com
3. 4.
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the printer. (If the control panel reads INITIALIZING, the keys were released too soon.) Press the right side of the MENU key, then press SELECT. The message SERVICE MODE is displayed. Press MENUS once to display SERVICE MENU. Once it says SERVICE MENU press ITEM to scroll through service mode items. To exit the service mode press GO.
HP Laserjet 4100 series service mode 1. While turning on the printer, hold down SELECT and CANCEL JOB until all of the lights on the control panel are lit. 2. Press the right side of the MENU key, then press SELECT. The message SERVICE MODE temporarily appears and will reappear when the printer completes the initialization process. 3. Press MENUS once to display SERVICE MENU. 4. Once it says SERVICE MENU press ITEM to scroll through service mode items. 5. To exit the service mode, press GO. 6. Note: If READY appears in the control panel, the keys might have been released too soon, or the wrong keys were pressed. HP Laserjet 4000 and 4050 series service mode 1. Hold down SELECT and CANCEL JOB while turning on the printer until all of the lights on the control panel are lit. (If the control panel reads INITIALIZING, the keys were released too soon.) 2. Press the right side of the MENU key, then press SELECT. The message SERVICE MODE is displayed. 3. Press MENUS once to display SERVICE MENU. 4. Once it says SERVICE MENU press ITEM to scroll through service mode items. 5. To exit the service mode press GO. HP Laserjet 4 and 4 plus series service mode 1. Hold down the ON LINE, FORM FEED, and ENTER keys while powering ON the printer, until the ON LINE and FORM FEED indicators are both illuminated and the display window is blank. (If the Display Window reads 05 SELF TEST at this point, the keys were released too soon. Repeat this step until successful.) 2. Press the FORM FEED key, then the ENTER key. The message SERVICE MODE is displayed briefly, then the printer automatically begins a 05 SELF TEST. After several seconds, the ON LINE and FORM FEED lights turn OFF. (The printer may display 02 WARMING UP if it has not warmed up completely.) After the printer has warmed up and passed the self test, SERVICE MODE is displayed. 3. Press MENUS once to display SERVICE MENU. 4. Once it says SERVICE MENU press ITEM to scroll through service mode items. 5/ To exit the service mode press the ON LINE key. HP Laserjet 5 series service mode 1. Hold down the Menu+ and Value+ keys while powering on the printer. Hold the keys down until SERVICE MODE is displayed. 2. The interrupted power-on self test is resumed. If the test completes successfully, the message SERVICE MODE is continued on 69
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TECHNICAL TIPS
We Saw It In ENX Magazine
SEPTEMBER 2011
for sErVICE, sAVINGs ANd sElECtIoN, Go to
thE
At NWRS, you’ll find circuit board repair and subassembly refurbishing solutions for a wide range of products. Receive unmatched quality services that translate into the lowest costs possible for your service department. Take advantage of our: Product Support and Savings • Full line of Canon copiers • Support on full line or Ricoh and Ricoh family copiers • A select but always increasing group of models for Konica/Minolta, Oce’, Kyocera/Mita and HP • Savings opportunities on circuit boards, staplers, motors, printer boards, fuser assemblies, motherboards, hard disk drives and memory components, control panels and scanner products
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CAll thE soUrCE todAy. Customer Service: 866.655.8676 Technical Support: 800.798.1814 www.nwrsinc.com
Printer Tech Tips continued from 68 displayed. 3. To exit the service mode, press GO. Laserjets 5P, 6P, 2100, 2200 - and other printers that do not have a display panel (LEDs only). These models are designed as low volume personal printers and do not have a maintenance count that needs to be reset or a readily accessible service mode. You can cold reset these printers or completely reinitialize the NVRAM (nonvolatile random access memory) to factory defaults. Cold resetting will reset most of the system parameters to factory defaults and reinitializing the NVRAM will reset ALL system parameters to the factory defaults. Also, there is a service mode for these printers but it is only accessible through software using PJL service mode commands. Buy the printer’s service manual if you want to learn more.
Escalera
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HP Laserjet 5L, 6L, 1100, 1200 These models do not have a service mode. You can only perform a cold-reset and continuous self-test.u This Tech Tip is contributed by Laser Pros. Visit their website www.laserpros.com or email any question to
scotts@laserpros.com.
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Model: RLA-EW Escalera StairCat® Stair Climbing Forklift
Escalera, Inc. Phone: 530-673-6318 Toll Free: 800-622-1359 enx magazine
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TECHNICAL TIPS
We Saw It In ENX Magazine
SEPTEMBER 2011
FREE TECH HELP Subject: DI-5510 Jamming Question: I’m getting intermittent jams in the exit area. Paper is about 2 inches through the turnover gate coming up. Jam code is mostly J32-04 and a few J32-02. I changed the exit assembly and it seemed to work. Ran 200 pages without any jams. Next day I was called back because of jamming in the same place. Answer: Replace or trim the mylars (4024-3079-01). Answer: Clean and use Emory cloth on the 2 one way gears and the shafts. Answer: Replace the foam roller and the two one way gears that drive it. May need the little bearing, too. Question: I see the two mylars and one of them had a bent corner. I will order two new ones. Where are the one way gears and the foam rollers? Thanks for the help. Answer: On the fuser exit and front of the fuser under the blk guide for the roller. Answer: Yes. The decurling roller is a known culprit for such jams. You can run single-sided copies all day without a hiccup, but if you don’t test it using the duplexer, you will be back out again. They get firm and develop flat spots. Question: Found the foam roller and one ways. Foam roller has flat spots. I will order it and one way gears. Thanks everyone for the help.
Subject: KM-2030 “Adding toner” Question: My machine won’t copy; it always says “adding toner” or “add toner and resume copying,” I think. I have had the developer unit out and checked the augers. They turn just fine. Also it does appear to be adding toner! If anything, the DV looks too full. I suspect a bad toner sensor, but wanted to get some opinions here first. This is only the second one I have seen in the field. Answer: Did you get the toner for CS2030 in error? It is different in the interface; the toner is the same but the cart is ever so slightly different (square gear/key versus triangle). Question: I guess I’ll have to go out and check. I didn’t notice and I’ll be surprised if they know. It did look to be dropping toner into the mix. Thanks. Answer: How many copies/pages are on the developer? It’s good for 100K, might be time to change the developer.
Visit ENX Magazine CIFEX/RemaxAsia Expo 2011 Zhuhai, China • Oct 13-15, 2011 ENX - Connecting the Industry Professionals 34,000 Copies Mailed Each Month 70
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Question: The developer has less than 20,000 copies on it. Question: Well the toner idea sounded like a pretty good possibility, but I got back to the customer today and it is square hole to square peg. Everything appears to be turning ok, and the DV is stirring. I hadn’t noticed before, but the “machine error” light is on, no error code, but she can’t even fax out with the dog. HUH? Answer: I have seen this with a bad toner motor, stripper toner feed gears. Cheat the front cover switch. Go into service mode and run forced toner supply, sim 132. Watch to see if the motor is actually turning the augers on the toner container. And for a really off-the-wall solution, check the toner container. I’ve seen the tape break on the slide for the toner feed into the developer section. And the piece of tape will block the toner from feeding into the developer section. Question: I did get back, and cheated the front door switch, and the toner is coming out. I would have to think that it is actually way over toned by now. The only problem I can see with the toner is that the seal for the sliding door on the bottom of the cart doesn’t really seal that well. It leaks. Have to be fast in putting in the cart. The other more disturbing thing I have found is that the toner sensor is mounted with what appears to be double stick tape. I tried to pry it loose, but I think it would break before it let go.
Subject: Canon IR 2270 Question: This copier has light copies. I’ve darkened the setting under additional functions but copies are still a little light. Does anyone know any tricks to darken copies? I also put a new drum in and cleaned optics including laser glass. Thanks for any help. Answer: Did you address the xfer roller? What kind of toner are they using? What does the developer roller look like? Di you try vacuuming the dev out, cleaning the roller and s blade, and restarting it? Answer: Did you do the CCD-ADJ when you put in the new drum? Sometimes this helps. You have to follow the procedure in the manual. Answer: Dude, don’t do CCD-ADJ. Do D gamma ADJ.u
Tips appearing in this section are reprinted courtesy of Smarka! The Copier Tech’s Info Source. Tips are randomly selected from submissions emailed to Smarka! Smarka! and ENX Magazine make no guarantees as to the accuracy of tips presented here. Email your tips to Tips@smarka.com. All tips become public domain.
www.laserprinterparts.com W EST C OAST P LATEN
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National Distributor Collins Distributing Co. 800-727-0884
Western Regional Distributor International Digital Solutions 888-372-3700
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