I’ve lost track of how many Sharp dealer meetings I’ve attended since the early 1990s, when the company first started scheduling them. What I haven’t lost track of is the consistent quality of those meetings over the years, and this year’s event was no exception.
Held in Orlando from Oct. 7-9 under the theme “Next,” this event was quite different from those of previous years. One difference was the absence of a product showcase, although some products were displayed in breakout sessions. A second was the absence of Sharp partners, typically featured in the product showcase, although a few, like Distribution Management, Microsoft and TD/Synnex, participated in the breakout sessions.
According to Sharp President and CEO Mike Marusic, reactions from dealers to these changes were mixed, but I wouldn’t be surprised if Sharp keeps this format for future meetings, and more dealers eventually embrace this new approach.
The meeting followed Sharp’s familiar format of two general sessions and multiple breakout sessions featuring Sharp executives and dealers. Speaking of dealers, everyone was invited.
“The reason we invited all of our dealers to this event is that we do not want to cherry-pick the winners,” said Marusic. “We want all of you to succeed.” That message reinforced Sharp’s commitment to its entire dealer network, highlighting its goal of being an inclusive partner invested in everyone’s success.
Emcee John Sheehan, SVP of channel sales, opened with self-deprecating humor centered around his participation in past Sharp meetings, then outlined Sharp’s three pillars for future success: Products, People and Process. He emphasized Sharp’s mission to be a better partner to its dealers. Marusic added that market share was merely a “report card” of that partnership, while the true goal was building a sustainable business for the next generation.
Sheehan highlighted two key realities shaping the future: a workforce transformation, with more than half now being digital natives, and the need for businesses to adjust to a workforce that consumes and processes information differently. He also highlighted the OEM’s ongoing diversification, noting that 86% of dealers have already diversified with Sharp.
AI was another key topic during this session and throughout the conference. “AI provides us with an opportunity to reevaluate our businesses and all the processes that go along with it,” said Marusic. In a volatile industry, Marusic also noted that Sharp’s stability and self-manufactured product portfolio present growth opportunities as other OEMs contract.
Japanese Executives Outline Growth Strategy
Senior Managing Executive Officer Ted Kawamura and CBDO Shigeru Kobayashi, head of the Smart Workplace Business Group, presented Sharp’s latest strategic direction. Kawamura said the company is now in a growth phase centered on its branded business, especially the Smart Workplace group, which now accounts for 43% of Sharp’s total revenue. His three missions, synergy, technology transformation, and a customer-first approach, define this new era.
“From fiscal year 25 and onwards, we are entering a phase of renewed growth with a clear focus on strengthening our Sharp-branded business,” he said.
Kobayashi, drawing on his experience leading Sharp’s mobile phone division, outlined a vision for applying that technological leadership to B2B. He identified AI (both cloud- and edge-based) and satellite communications as key to future growth. Kobayashi’s team aims to reach 1 trillion Japanese Yen in sales by 2030 by building a more connected ecosystem of Sharp devices.
“My commitment is to become a B2B digital company that attracts attention from around the world with you, our partners,” he said.
Product Innovations
Despite the absence of a product showcase, Sharp products and solutions still received plenty of emphasis. Dino Pagliarello, VP of product marketing and production print, unveiled 18 new MFPs that feature smart, secure, and sustainable improvements, including a few first announced in September.
He outlined Sharp’s plans for A3 and A4 devices, AI-driven updates to its Synappx Manage software, growth in production print, and the advantages for dealers of its Executive Experience Center (EEC). Pagliarello also shared that Sharp would maintain its dual A4 strategy: Sharp-developed BP Series and third-party MX Series (sourced from Lexmark).
On the solutions front, Synappx Manage, Sharp’s AI-enhanced service management platform for dealers, garnered significant attention during the general sessions and breakouts. “SynappX Manage is the opportunity for you to be more proactive as far as understanding your service operation,” emphasized Pagliarello. He was joined by Kevin Van Kannel, from UTEC, whose dealership has been testing the tool under a pilot program. He reported that Synappx Manage has reduced service costs by eliminating unnecessary truck rolls and improving first-visit success rates. “We have to look at that as not being an expense, but as an investment back into our business,” he said, underscoring the solution’s long-term ROI.
Mark Quiroz, SVP and GM of display solutions, outlined the growth potential of display and laptop sales for dealers. He reported that dealers who diversify outperform their peers. Dealers learned about the rapid rise of Direct View LED and that Sharp’s display portfolio has a low 0.5% failure rate and industry-leading TCO. Quiroz also emphasized that Sharp is structured to support dealers regardless of their experience level in AV, offering everything from full project assistance to simple guidance.
On the PC side, Quiroz reported that a 157-million-device refresh cycle is coming over the next 18 months, driven by aging hardware, the end of Windows 10 support, and AI advancements.
Sharp Dealer Council Panel
A panel moderated by Sheehan featured Sharp Dealer Council members Sean Mummert (The Office People), Deb Dellaposta (Doing Better Business), and Ted Becker (Novatech), who discussed the industry’s transformation and the need to diversify beyond print. They shared approaches to training and retention, prospecting based on solving business challenges, and leveraging AI to offset rising costs.
Mummert focused on service model changes and AI implementation; Dellaposta on vetting new products and training; Becker on career advancement and peer learning. Diversification was presented as a career growth tool, offering technicians new skills and longevity. The panel agreed that AI is transforming prospecting, service and bidding efficiency. “Instead of doing a break-fix model, you’ll predict when you need service. So, imagine that changing our business,” said Mummert, describing predictive AI as a game-changer. Panelists also urged dealers to participate in peer groups to avoid costly mistakes when entering new markets.
Going Lean and Leveraging Data
Melissa Confalone, president of Fraser Advanced Information Systems, shared how her company used Lean methodology to streamline operations without cutting staff. A two-day mapping session with 25 employees reduced sales process steps from 136 to 64 by eliminating non-value tasks. Confalone said the goal was to increase efficiency and “do more with what we have,” boosting revenue per employee.
Confalone was supported by Bruce Ennis, president of BE Quality Inc., the company behind Lean, who described it as a methodology focused on building robust, predictable processes by attacking waste. He stated that the copier industry was “riddled with waste,” a common issue he saw in every industry. Ennis argued that cleaning up and standardizing processes with a methodology like Lean was a necessary prerequisite for successfully implementing new technologies like AI.
Jocelyn Gorman, president of DSI, explained how her company uses the Culture Index tool to align employees with roles and improve coaching and team performance. “If we understand our people through data, we can relate to them on a deeper level,” she said. DSI profiles employees every six months to ensure “right person, right seat,” and has successfully moved eight team members into roles better suited to their strengths.
What’s Next
I only scratched the surface on the highlights from this year’s event. Based on the attendance at the breakouts, the number of dealers attending, and their engagement levels, Sharp is on the right track in preparing its dealers for what’s next.
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