When I started my career in technology back in the mid-1990s, the internet was barely a thing. I was a young, wet-behind-the-ears sales rep and was lured into what I thought was a temporary gig at PSINet selling single page and “static” web pages, as well as a new thing called internet connectivity. Up until then, I’d never heard of ARPANET (Advanced Research Projects Agency Network), and few people other than academics and military members had either. Fast-forward to 2023, and you’d be hard pressed to find anything (or anyone) that doesn’t rely on the internet in some way.
Advances in software and technology haven’t slowed down, and in 2023, it looks as if we’re on the precipice of the next paradigm shift in how technology will transform the office equipment channel. So let’s explore three key areas where this is already happening and share ideas on how software and technology are poised to dramatically change our lives and the way we conduct business.
DX/Digital Transformation
It’s a buzzword, I know, but one we all need to embrace—and fast. DX touches nearly every aspect of workflow and includes the other two big advances we’ll talk about.
But first, what is DX in practical terms for the office equipment channel? DX can include the replacement of analog processes (e.g., paper-based workflows) with digital ones such as electronic documents and digital signatures. (No wonder we’ve been so slow to adopt DX strategies, as it can dramatically cut into our CPP and copier sales revenues.)
Many of you are probably using Docusign for your contracts and other legal documents, and some form of document management solutions (DMS) such as Microsoft SharePoint or M-Files. But DX is much broader than simply helping customers digitize their workflows. It also helps dealers and providers automate their own workflows more efficiently while cutting down on the costs. That’s exactly what we’ve been doing at Tigerpaw Software for over 39 years.
Truth be told, I’m amazed at the number of businesses that are still using spreadsheets and manual processes in their sales funnel management, invoicing practices and service technician management. DX isn’t all that new, but what is new is its pervasiveness in every aspect of how we run our businesses and the speed at which it’s happening.
Where on earth is a humble office equipment dealer to begin? DX can be a bit overwhelming, and the key to embracing it is to define which areas of your business could use it most. You’ll need to dive deep into every department and make a list of areas that still have many manual or outdated ways of doing business.
The most important places to start are with the processes that would crumble if the person or teams responsible hold all the know-how in their noggins. How would it impact the way you run your business and service your customers if they no longer worked there? If good DX has already been implemented, the process will run smoothly. If not, you’ll know pretty quickly as the business unit or process grinds to a halt. The less you need people to manage a business process, the better your DX adoption. That sounds cold, but it really is about more automation and fewer people to do the heavy lifting. On the plus side, it helps free up people’s time for more high-level thinking and strategy work.
The Cloud
Even if you don’t offer cloud services today, you need to be aware of how they can help you best serve your customers. Many of my dealer principal friends have explained that the real thrust of diversification has been towards managed IT services (MITS) and cybersecurity. Investing in these areas without understanding how the cloud is changing them could prove costly and lead to failures. Traditional MIT and cybersecurity offerings focus on remotely monitoring and managing customer assets such as on-prem software installs, servers, switches, network infrastructure, laptops, etc. What happens when some or all of those things migrate to the cloud, which could happen in 2023? What happens when the investment you’ve made in your next business diversification effort are obsolete before your program is even ready to hit the ground running? Knowing the answers to these questions will help you understand the impact cloud services will have on your MIT and cybersecurity practices.
For a dealer, the problem with cloud adoption is simple: it’s not channel-friendly. Amazon Web Services, Microsoft Azure and other cloud repositories sell direct to consumers, shutting out the channel altogether. And the news isn’t any better for other software that used to exist on-prem at customer locations. Microsoft SharePoint, remote desktop solutions and other cloud-based software options also cut out the channel by selling directly to customers. Dealers will have to adapt to this new reality and realize they must monetize the services for items such as copiers and printers, even if they never make a red cent on the items themselves. This is hard for us to adapt to as we built our entire channel on selling or financing those products.
The cloud is forcing our channel to become an “un-channel” and more of an ecosystem in which we support other players in the market. The ways we make money will be more lateral and far less horizontal. We’ll have to learn how to monetize the support of a SharePoint instance or other complex cloud-based offering. Customers will still be searching for “one throat to choke” when it comes to the ongoing management of some or all of the disparate solutions they’ve purchased or subscribed to on their own. It’s not what we’re used to, but it’s critical for us to get our heads around if we want to remain relevant in 2023 and beyond.
AI (Artificial Intelligence)
Earlier in this article I mentioned that “cloud” used to be a dirty word. People would say that it isn’t secure enough or that they didn’t want someone else controlling their files, information, etc. But over time, we realized those concerns were mostly unfounded. The same thing is happening with AI right now, and if I had to pick one of the three software and technology paradigms I’ve discussed to pay the most attention to in 2023, it would be AI, hands down. Think about it: computer vision AI in security, and alarm and natural language models such as ChatGPT, are going to change the business world in ways we haven’t seen since the internet was first introduced. It’s that big a deal.
created with Lensa AI
Friends, the AI revolution in 2023 is not something to take lightly. It’s not a passing fad, it’s a game-changer. Sure, your gut reaction may be to think things like “it’s not human” or “it doesn’t have a soul” or “it’s going to lead to legal issues,” but the truth is, although all these concerns are valid, none of that stuff is going to stop the change that AI is bringing. Just look at ChatGPT. It’s already pretty powerful running on GPT-3.5, but wait till GPT-4.0 comes out, it’s going to blow our minds with its fact-checking and tone of voice capabilities, plus a host of other improvements we don’t even know about.
Even companies like Microsoft and Buzzfeed are getting in on the action, with Microsoft investing big (some say $10 billion or more) and Buzzfeed’s stock going up 200% after integrating ChatGPT. And there’s always new AI tools for things like image creation, coding and architectural design coming out every day (you can check them out at https://www.futurepedia.io/). Bottom line, AI is about to change everything we thought we knew about software and technology, so it’s important for us all to stay informed and be ready for it.
Disclosure: The last two paragraphs were compiled, unedited, from my original words using ChatGPT with instructions to keep true to the original voice. Soulless, is it?
As our channel continues adapting and evolving to better serve our customers beyond the printed page, I trust these three software and technology areas will prove useful to your business. I really do believe that if we make it our mission to understand and incorporate these three areas into our business strategies, we all stand to do very well in the coming years. If you’d like to dive into any of these areas more deeply with me or learn more about how Tigerpaw Software can help you in your DX and diversification efforts, you can reach me at wolverine@tigerpaw.com. To stay on top of advances in AI, I’ve also created a group called “AI Explorers” on LinkedIn: https://www.linkedin.com/groups/14195122/
