Not all challenges are created equal, and this is certainly true for the office technology dealer space. There are the sobering variety, such as the loss of longtime customers or star team members. Those never have easy solutions. They keep dealer execs awake at night, repeatedly hashing out scenarios in the hope that the answer will hit them like an epiphany.
Then there’s the uptown variety problem. These challenges may truly be inconvenient and taxing in the short term, but in the long run it’s a blessing in disguise. Examples are the need for more employees or bigger workspaces to accommodate strong, maybe unprecedented growth. Still, the “nice problem to have” is ultimately still a problem, and if not rectified in short order, it can send the challenge from uptown to the other side of the tracks in a hurry. This week’s second installment of Elite Dealer challenges offers a little variety to go with a few examples of dealers needing to reconcile their growth.
Green Office Partner
Chicago
Challenge: MPS commoditization
Solution: It’s the same challenge as last year and the year before that—the commoditization of managed print services. The status quo is the death of MPS companies. Therefore, our 2025 mantra was “beyond the box,” focusing on new products and services like intelligent document processing and conference rooms-as-a-service.
Eakes Office Solutions
Grand Island, NE
Challenge: Online retailer competition
Solution: It may appear convenient at first glance. Unfortunately, many customers who go that route experience issues such as counterfeit toner, delayed shipments, or products not meeting expectations. We have worked hard to show the value of having a trusted local partner. Our team emphasizes the benefits of fast, reliable delivery, personal support, and the peace of mind that comes from collaborating with an expert nearby who takes the extra steps to ensure their needs are met. By focusing on building trust, we position ourselves as a clear, long-term choice when customers are ready.
Mid Ohio Strategic Technologies
Columbus, OH
Challenge: Internal growth
Solution: It is hard to find good people who fit the culture and can also do the job. We have been fortunate to hire two additional salespeople this year as well an additional service technician. We’re also in the process of hiring an administrative person, but it is proving to be a challenge to find quality individuals wanting to work.
Prosource
Blue Ash, OH
Challenge: Profitable growth/finding people to support it
Solution: We have enjoyed steady double-digit growth the past two years, and maintaining consistency in this area is an opportunity. To address these challenges, we have increased our focus on recruiting, selection, and hiring, as well as employee retention. Additionally, the branch off of the managed IT services division of our business left a gap in our online presence. We are actively building new strategies to maintain our digital footprint with new thought leadership content, as well as new paid ad strategies that focus on the remaining core solutions we offer and the benefits we provide our clients through strategic partnership.
Systel Business Equipment
Fayetteville, NC
Challenge: Sourcing talent/price increases
Solution: Recruiting quality candidates in a tight labor market and navigating unpredictable manufacturer price increases tied to tariffs has been difficult. Both placed pressure on margins and customer expectations. We addressed these head-on by strengthening our leadership team, investing in employee development, and working closely with manufacturer partners for clear communication and support. On the sales side, we equipped reps with competitive options, side-by-side pricing scenarios, and value-engineered bundles, while proactively refreshing quotes and forward buying key SKUs. These steps helped us protect margins, keep deals moving, and continue delivering value to customers while positioning the company for long-term stability.
Loffler Companies
St. Louis Park, MN
Challenge: Siloed sales teams
Solution: One of the most significant challenges we addressed this year was the unification of Loffler’s sales teams—an initiative that began in late 2023 and remained a central focus throughout 2024. Previously, our imaging and IT services groups operated as separate sales teams. Bringing them together has proven to be a strategic win for both Loffler and our customers, breaking down silos and enabling a more seamless customer experience. This integration allows us to deliver the most comprehensive suite of office technology solutions we offer, enhancing both customer satisfaction and operational efficiency.
Throughout the year, our executive team led a full-scale restructuring of the sales organization. This included redesigning compensation plans, launching a new customer success team to support long-term client relationships, and investing heavily in training for both sales and customer success roles. The initiative has revealed numerous synergies and helped us strengthen connections with our loyal customer base.
Doceo
York, PA
Challenge: Migration to A4
Solution: Like many in the industry, Doceo has experienced the continued shift from traditional A3 devices toward A4 solutions. This transition reflects changing workplace dynamics, remote/hybrid environments, and customer demand for more compact, efficient, and cost-effective devices. While this shift has required adjustments in sales, service, and inventory strategies, Doceo is positioned from a position of strength.
Our advisor-led sales approach allows us to align the right device mix with each client’s true business needs, ensuring they receive solutions that maximize productivity and control costs. By expanding our partnerships with leading A4 manufacturers and integrating print management software into client environments, we’ve turned this industry-wide challenge into an opportunity to deliver even greater value.
Central Business Systems
Melville, NY
Challenge: Supply chain
Solution: Like many in the industry, our biggest challenge was navigating supply chain constraints and longer equipment lead times. We addressed this by: 1. Expanding vendor partnerships to diversify supply sources, 2. Increasing inventory planning and forecasting, 3. Proactively communicating with customers and offering interim solutions to maintain business continuity.
Definitive Technology Solutions
Bloomington, MN
Challenge: Reconciling managed voice growth
Solution: We initially pursued a white-label solution, but struggled to find a high-quality option that met our standards. As a result, we are now working with a master agent while keeping our voice engineers in place and adding an extra layer of support to complement providers like Nextiva, 8×8 and RingCentral.
AD Solutions
Orlando, FL
Challenge: Scaling for growth
Solution: Our biggest challenge continues to be scaling our workforce and processes in alignment with rapid growth. Retaining and recruiting top talent is critical as we expand into new markets and industries. To address this, we’ve invested in more robust onboarding, training and leadership development initiatives to ensure every team member is prepared to contribute at a high level. In parallel, we’ve streamlined internal processes, introducing new technologies and revising policies to drive efficiency across departments. These changes have allowed us to remain agile and sustain our growth trajectory while maintaining the exceptional service that defines AD Solutions.
