As logistics centers go, Marco’s 100,000-square-foot facility in the pastoral back yard of Des Moines, Iowa, is fairly impressive. Opened last October, the monster warehouse is a testament to what Trevor Akervik, president of the print division for the St. Cloud, Minnesota-based dealer—billed as the “two days to everywhere” hub.
Akervik was among a cadre of Marco executives who welcomed a contingent of industry press and analysts April 27 for an open house and tour of the sprawling facility, which consolidated five facilities into one centralized base. The visitors were provided with a bird’s-eye view of the entire complex via a scissor lift. From there, press and analysts could see every facet of the operation, from skids of product shrink wrapped and awaiting delivery to a massive fleet of MFPs and other off-lease machines that were bought back by Marco, to a parts and supplies department that may be the unsung hero of the entire campus.
Akervik held court with help from CEO Brian Wyatt. Jeff Olsen, Dan Wood, Rebecca Campbell and Tom Wells also provided perspective during the post-tour briefing.
“This logistics center is more than just a building — it’s the backbone of our commitment to delivering exceptional service to clients nationwide,” Akervik observed. “As we expand our national footprint, we’re making strategic investments in infrastructure and talent to ensure we can serve clients with the same level of excellence they’ve experienced from Marco for over 50 years, no matter where they’re located.”
Eye Opener
The logistics tour turned out to be just an appetizer leading up to the main course that Marco is dishing out: a national go-to-market strategy led by the organization’s acclaimed service department. The dealer has been adding a plethora of new technicians—60 in all since Q4 of 2025—funded on the strength of reclaiming outsourced ITT work that typically yielded 5-10% margin and a plodding 20-hour response time. It’s part of Marco’s quest to put technicians in every U.S. county, a herculean quest considering there are more than 3,100 counties.
The goal of the strategy is to “drive industry-leading organic growth through a dominant national service and logistics platform, replacing legacy inter-territorial models with forward thinking go-to-market solutions and a superior direct service experience.” The print-only service package would cover A3, A4, wide-format and label printing, with a national partner network consisting of Konica Minolta, HP and a to-be-determined third OEM, in addition to regional partners Sharp, Canon, Toshiba, Kyocera, Fuji and Lexmark.
“We’re going to change our North Star from selling devices to focusing on the thing we manufacture better than anyone in the industry—a service experience,” Akervik noted.
This service initiative is not simply aimed at bolstering Marco customers. The dealer will be supporting OEMs and other dealers (including multi-state deployments) that would benefit from its hallmark one-hour callback, four-hour response and seven-hour resolution—the heart of Marco’s service value proposition. At the same time, it enables Marco to constantly improve its service and reinvest margin into further expansion.
Tapping Marco for service will allow customers, other dealers and OEM directs to enjoy a single, predictable service experience. Marco is also building a destination workplace for technicians, recruiting both industry veterans and mechanically inclined newcomers from other industries at a time when sourcing such candidates has become onerous. Currently, Marco has working agreements with more than 400 dealers nationwide, including many of the so-called megas in the $400-$500 million revenue range.
“We want to be the destination workplace for technicians — a place where people can finish their careers and help others build theirs,” Akervik remarked.
Orchestrating the national service efforts is Marco’s workflow management platform, which features quote-to-order management and real-time status visibility at every stage, across all departments. The platform also drives seamless integration across sales, warehouse, setup, billing, IT, project management, planning and leasing, and customer service. A single invoice covers all devices.
Oven Fresh
Marco’s cloud‑based Insights portal is the connective tissue of its national service platform. It provides real‑time visibility into service events, installs, SLAs, technician progress and customer satisfaction, functioning like a “Domino’s Pizza tracker” (better yet, Papa John’s) for copier lifecycle management. The portal integrates directly with systems such as ServiceNow, e‑automate, and OEM platforms, enabling automated two‑way data flow.
Dealers gain a multi‑tenant dashboard showing all customers, devices, and service metrics, eliminating spreadsheets and fragmented ITT communication. This unified pane of glass allows OEMs, dealers, MSPs, and direct clients to manage national fleets with consistency, transparency and measurable performance.
While there are more granular questions and competitive concerns that potential dealer partners may privately harbor, it’s clear that Marco is taking a bold approach toward flexing its service strategy to the betterment of companies (and OEMs) that once seemed more adversarial in nature. In an age when AI is beginning to reign supreme, Marco’s model may be another example of changing the way we think about business.
