Why Your Employees Aren’t Performing and What You Can Do About It

“I can’t believe we spent a huge amount on customer-service training, and our staff still doesn’t consistently give great service. What a waste!” “We sent out a memo explaining the summer dress code. I thought it was pretty clear, but the intern showed up
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Inkjet and Production Print Devices Make Inroads, but Minimal Impact on MPS So Far

The vast majority of devices serviced under MPS contracts are toner-based A3 and A4 units. MPS providers expect that to continue for the foreseeable future, but all agree that their programs could support other devices such as inkjet printers and copiers, production print
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Xerox’s “Largest Product Launch in History” Shows Promise for Dealers, Unifies Portfolio Around ConnectKey

Xerox unveiled a new portfolio of printers and MFPs to press and analysts at its New York City offices on Wednesday. The announcement is significant, and not just because Xerox says it’s the biggest product launch in its history. The new portfolio is built around Xerox’s
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Service Leadership Survey Reveals Mood, Expectations of MSPs

Earlier this year, Service Leadership released the results of its The Future of Best-in-Class MSPs surveys. The company, which provides solutions to help managed service providers (MSPs) maximize profit, queried MSPs worldwide to assess their attitudes toward the market and
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For Nauticon, a Service-First Philosophy Leads to Sticky Customers

A lot of dealers say they have a service-first approach to their customers, but Nauticon Office Solutions has the numbers to back it up. Customer retention rates are in the high 90-percent range, and its Net Promoter Score of 94 is one of the highest we’ve seen. Nauticon, which
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Gwentaa Supply Intelligence Improves MPS Profitability with Collaborative, Continuous Development

Innovation, quality, value and service are the cornerstones of Gwentaa’s business approach. Its development focus on bringing together information from multiple systems enables the company to create software that adds value to its customers’ bottom lines and improves their
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Prosource’s Five-Year Plan Spurs Growth and Transforms the Company

All a copier dealer needs to do to grow is keep its core business strong, expand its geography, develop some new product lines and perhaps acquire a few companies to help fill in the gaps. That’s easy to say, but hard to do. Cincinnati-based Prosource has done all of that and
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For Sharp CEO Doug Albregts, the Future Is the Smart Office and Enabling Information Flow

When you hear Sharp Electronics Corp. President and CEO Doug Albregts talk about Foxconn’s investment in the company, he sounds like a kid who has just been handed the keys to the candy store. And why not? He now has the technology, manufacturing prowess and financial wherewithal
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Want to Get More from Managed Print Services? Focus on the “Manage” Part

Some dealers are becoming disillusioned about managed print services (MPS), and it’s easy to see why. Page counts are declining, and competition is driving down fees and margins. A few dealers are questioning whether MPS will remain a viable offering for them in the future. Yet
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You Don’t Need to Go It Alone with Managed IT Services

Make no mistake: The managed IT services business is very different from selling printers and copiers. The sales approach is more consultative with a much longer timeline to close, most likely requiring a separate sales team. The biggest difference, however, is the investment and
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More Ink in the Office: Epson Introduces High-Speed, Business-Class Color Inkjet MFPs

Epson America has been a leading proponent of inkjet printers in business, and its Workforce line has gained a foothold in small businesses and home offices. On Monday, the company introduced two new color multifunction printer (MFP) models to the Workforce line, both aimed
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Canon Sees Growth in Its Solutions Offerings, Value for Its Customers

Solutions selling has become the central theme for document imaging companies looking to regain growth as print volumes decline. That includes large manufacturers like Canon USA, which spent a great deal of time explaining its solutions strategy to press and analysts at its media
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ACM Technologies Hires Randy Horshok as Business Development Manager

CM Technologies Inc. (www.ACMTech.com) announced today that Randy Horshok has joined the firm to further develop their growing portfolio of national accounts. Randy Horshok comes with a wealth of experience within the industry, having spent the past 18 years as Executive Director
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The Value of Finding a Niche for Your Managed IT Services Offering

The ability to excel in a specific area can give dealers an advantage when selling managed IT service. Specialization might include a vertical market, an application or technology, or a methodology. Whatever niche you chose should align well with your abilities and market, and
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Brother Introduces New Business Color Laser Models, Dealer Channel Growth

On Wednesday, Brother International beefed up its business-class lineup with the introduction of new color laser printers and all-in-one multifunction color (MFC) devices. The announcement includes models available only through Brother Authorized Partner Program (BAPP) resellers.
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