Search This Blog

Showing posts with label managed print services. Show all posts
Showing posts with label managed print services. Show all posts

Tuesday, December 5, 2023

The Future: The Reinvention of Managed Print Services 🖨️

Exploring the Evolution from Device Management to Digital Integration in the World of MPS

The evolution of Managed Print Services (MPS) is marked by a fascinating journey from simple device management to a comprehensive approach encompassing document lifecycle, digital transformation, and advanced technological integration. Initially focused on device output, MPS has shifted towards holistic document management and embracing the digital era, influenced significantly by the advent of hybrid office environments and cloud-based collaborations​​.

Greg Walters, a notable voice in MPS, highlights the enduring philosophy of service-based device management, while acknowledging the transformative impact of digitalization and the shift in device locations due to hybrid workplaces​​. Eric Crump, another industry expert, emphasizes the expansion of MPS to incorporate elements like security and hybrid working solutions, responding to global economic uncertainties​​.

Thursday, October 19, 2023

Artificial Intelligence And Your Dealership: The Next Managed Print Services?



Did you know that back in 2009, the term 'managed print services' was met with outright disdain? Dealers and OEMs would exclaim, 'Shrink the fleet to reduce costs? That's heresy in a world built on selling copiers!' Fast forward to today, and we're on the cusp of another paradigm and the most significant shift—this time, powered by Artificial Intelligence.

As Andrew Ng, co-founder of Google Brain and a leading voice in AI, puts it, 'AI is the new electricity.' Just as electricity transformed numerous industries over a century ago, AI is poised to do the same today. 

So, is AI merely the new MpS, or is it something far more transformative?
  • Mckinsey: $4.4T of value added world-wide annually
  • 80% of all jobs are subject to being enhanced by Generative AI
  • In just the last year, a staggering 400 AI start-ups have emerged, gobbling up an eye-watering $24.6 billion in investment. Source: Visual Capitalist
__________

For the last six months, I've been using Artificial Intelligence (AI)in the form of a Large Language Model (LLM) every single day - cutting edge.  More like bleeding edge.

Why aren't you using AI? Today?

Thursday, September 14, 2023

MyQ: The Vanguard of Modern Print Management


Press 'Ctrl+P' for Progress: MyQ is Your Shortcut to Smarter Print Management

In a digital-first world, it's easy to forget the importance of reliable, efficient printing. But let's be real: the need for hard copies isn't disappearing anytime soon. That's where MyQ comes in, revolutionizing the way we think about print management by making it smarter, more secure, and eco-friendly.

Tuesday, July 25, 2023

Copier Salespeople: The Undoing of Managed Print Services Opportunities - A Personal Account

Re-Mastered from the 2009 DOTC classic, "Copier Sales People Destroy Managed Print Services Opportunities: Daily"



Why Traditional Copier Sales Tactics Undermine the Potential of Managed Print Services

Executive Summary:

  1. The Problem with Legacy Sales Practices: Managed Print Services (MPS) is a rapidly evolving industry; however, its potential is being undermined by outdated sales tactics. This issue is deeply ingrained and can lead to unsatisfactory client experiences, as old-school copier salespeople resist change and cling to outdated dogmas.
  2. Case Studies of Poor Sales Tactics: The negative impacts of these traditional sales practices are highlighted through two real-life client experiences. Both cases involve manipulative, rushed, and misleading sales practices from competitors that lead to client distress and loss of trust. These sales tactics prioritize moving products over genuinely addressing client needs, causing significant frustration and disruption.
  3. The Future of Sales - AI & Core Sales Principles: Looking ahead to 2023, the timeless lessons from these experiences remain relevant. No matter the technological advances, core sales principles such as empathy, active listening, problem-solving, and relationship-building remain irreplaceable. As AI becomes increasingly integrated into sales, it presents opportunities for efficiency and insight while also challenging traditional face-to-face selling practices. While AI has the potential to redefine sales, the core ethos of understanding client needs and delivering effective solutions remains constant.
_________

In the rapidly evolving world of technology, the managed print services (MPS) industry is no exception. Yet, the legacy sales practices of copier salespeople are undermining the potential of MPS. 

Despite the proliferation of MPS training programs and the influx of so-called "MPS Experts", I argue that these won't make a difference. Major manufacturers like Toshiba, Konica Minolta, Ricoh, Samsung, Xerox, and Canon, who are launching such programs, are likely to experience frustration and lost potential. The reason? Resistance to change and clinging to outdated dogmas.

There is a saying in the industry that encapsulates this issue: at the beginning of the month, we all sell solutions, but in the last week of the month, we move a box. This mentality is deeply ingrained, often causing chaos and dissatisfaction for clients.
_________

Thursday, July 13, 2023

💻 Selling MPS | The Hybrid Office | American Business | Hack On, AI💻


From Paper Jams to Power Moves: Unleashing the Magic of Managed Print Services

Managed print services (MPS) is alive and well. Actually, unbelievably well. We’ve talked about this before, and the wave continues. While dealers and manufacturers report a reduction in page volumes, an increase in MPS contracts highlights an area that dealers should be leaning into.

Despite its limited name, MPS is about more than just print. It isn’t just about cartridges or even cyber security, but it IS about supplies, purchasing, keeping data under lock and key, and even leasing. What’s more, with the move back to an office, cost reductions and increasing efficiencies hold a more prominent position.

Thursday, May 25, 2023

The Copying Conundrum: Navigating the Intricacies of Copier and Managed Print Services - West McDonald, The Cannata Report


Greg's Words

Artificial intelligence is all the rage right now; bigger than the digital copier, the laser printer, Xerox's, Sharp's, and HP's dealer conferences and earnings calls.  It's bigger than the first calculator, the PC, Novel networks, the cellphone, and the smartphone.

AI, in 2023, is bigger than the discovery of fire or the invention of the wheel - this is not hyperbole and I know hyperbole.

West takes on the initial tremor of AI in our little niche.  Good stuff.

Here is a ChatGPT-generated summary of the great, human-created article over at the Cannata Report.

The prompt, 
"Write a concise summary of the article, covering the main points, context, and any relevant details in a business casual style, in 500 words with a 3-point highlight paragraph. Write a LinkedIn post of close to 1350 characters and pull one quote from the article, and write a tweet.

Write a title and a funny tagline, a search question, comma delimited keyword list, and an introduction paragraph based on SEO for the copier industry and copier and managed print services resellers.

Do not use the phrase, In conclusion.
"
Irony. Enjoy.

Harnessing AI: A Game-Changer for Managed Print Services



Where AI meets ink – redefining the print management landscape.

Key Highlights:
  1. Artificial Intelligence (AI) holds the potential to revolutionize print management and Managed Print Services (MPS), adding efficiency, security, and advanced features.
  2. AI can enhance print security by providing forensic accounting and intrusion prevention, bolstering the overall cybersecurity profile of the MPS landscape.
  3. Intelligent document processing (IDP), a new AI-powered technology, promises to streamline the handling of unstructured data, improving workflow accuracy and efficiency.
Greg's Words

No matter what the innovation, we are always left with a final statement and question:  "This is great technology and really interesting ideas - but, how can I generate revenue, today, with this?"  

With Artificial Intelligence, most of the financial impact is on the cost reduction, and increased productivity side of the equation.  Sure, we can reduce the cost of doing work with AI.  We can interface with prospects and customers with AI ChatBots, with no problem.  The cost benefits are obvious.  But putting together a product based on AI, for my existing Office Technology clients, is a major challenge.

AI is considered a process-enhancing solution.
It's like the inventors of refrigeration - they didn't get rich, but the companies that used refrigeration, like Coke, did.

We need to find that "Coke".

Meanwhile, folks in our niche are beginning to see, and talk about how AI will 'impact' managed print services, and to be frank, it is not new. it's just faster.

I have no doubt that we will see AI 'products' on the market within the next few months, before the end of the year.

We've put together a quick synopsis of the current outlook for MpS as the waves of AI wash onto our shores.

Enjoy.
 ________

Wednesday, April 5, 2023

Printing in the Age of AI: How Managed Print Services are Being Transformed



Don't be a printer fool, embrace the AI revolution

It shouldn't be any surprise, that remote working has impacted managed print services - although anecdotal reports say volumes have approached pre-fear-of-Covid levels, how the evolution of the office transpires will impact your MPS contract volume.

The supply chain is almost back to normal, and by some estimates, 60% of businesses are returning to the office.  Again, some data suggest different numbers.  

As the 'office' goes, so does the number of devices and print/copiers produced go - this was evident before 2020.

But now Artificial Intelligence is on the scene - eliminating job functions and if you look closely, when AI is asked to solve a business problem in workflow, the answer does not include the statement, "First print a hardcopy of my recommendations and make 500 copies."  

AI maximizes processes and as you know, the slowest function in any process is the function that involves hard copy output(print/copy) or input(fax/scan).  AI eliminates slow processes and print is the slowest, least efficient.

So what?

Well, we put together a quick reseach project and engaged the great AI in the sky to help illustrate the current environment of MPS and possible influences and outcomes.

Enjoy.
________

Wednesday, February 8, 2023

Approach Document: Proposing an MPS S1 Engagement


MPS S1 Engagement


Introduction:

In this document, we will discuss a proposed MPS S1 Engagement and its benefits. This engagement aims to improve the current printing infrastructure and bring cost savings to the organization.

Friday, January 13, 2023

"Reducing Printing Costs: How a Comprehensive Print Assessment and Implementing Cost-Saving Measures Can Save Your Business Money"


Printing costs can be a significant expense for many businesses, yet many companies are unsure of exactly how much they're spending on printing. Without proper oversight, it's easy for money to be lost on unnecessary or inefficient printing practices. One way to gain control of your printing costs is by conducting a comprehensive print assessment.

A comprehensive print assessment is an in-depth analysis of a company's printing practices, including the number of printers, the types of devices in use, the volume of printing, and the cost per page. This information can then be used to identify areas where costs can be reduced, such as by consolidating the number of printers or switching to more cost-effective devices.

Here are a few additional tips for reducing printing costs:

Thursday, December 1, 2022

Numbers Up, Volumes Down, and A3 or A4, "Just. Doesn't. Matter."


Do dealers exagerate?  Hell yeah, we all do, every single day about every single thing to every single person we meet.

Over the past 5 months, I've heard more and more positive feedback about sales than I have in the past 36 months.  

The first inkling was tales of customers initiating leases without expecting delivery for 120 days.  When was the last time a customer would willingly wait more than 30 days for their device?

Heard in the back alleys and sidebars of the industry:
 

Wednesday, November 30, 2022

More Than a Newsletter - The Office Tecnology Tap


Decades in the making.

I've been writing, speaking, and commenting about the copier industry since 2008.  I've built dozens of websites, and multiple versions of this blog, spoken at all the major shows and held conversations with thousands of folks in the technology realm.  From DOS to the Cloud; from the OCe 3100 to Edgeline and all things between and beyond.

I'm an advocate for change, I've pontificated on the benefits and dangers of technology, and with the support of a select few, I've been fortunate enough to maintain a presence in this crazy mixed-up world of toner and fire.

It is with great pleasure, that I am announcing an alliance with Gap Intelligence a great team of analysts in Office Technology and beyond.  I look forward to tapping into the cumulative knowledge this company possesses and bringing to you, the best cutting-edge, relevant office technology content on the planet.  

The first fruits of our collaboration are The Office Technology Tap newsletter and website.

The newsletter is the portal into the future of office technology with relevant, curated content and rapier commentary. We'll submit articles, opinions, and reflections and conduct live streams and podcasts.  You may even catch us at a show or two.

Subscribe, here.  Join us!

Monday, May 23, 2022

Buyers Want More Than ECom & Retail - GAP Intelligence



Good article on The Imaging Channel.

It has always been my opinion that ECom is NOT a panacea nor is it a threat.

ECom is a stepping stone; one of many Influences within the New MpS Partnership Ecosystem.

"When considering the inventory challenges that dealers and MPS providers are currently facing, it’s important to understand that they’re not unique to the channel and these customers would be challenged to find available printer inventory to purchase online or in-store as well..." 

-Valerie Alde-Hayman, gap intelligence 

Monday, March 28, 2022

Call for Speakers: UFOs, Mandela, Strings and Selling

 
Why I'm I looking for guest speakers/writers familiar with the following subjects to speak to a select group of my closest colleagues, during one of my Happy Hours?
  • How could the supposed 'Mandela Effect' impact copier sales?
  • Does the existence UFO/UAPs influence your prospects' buying decision?
  • Is there such a thing as a "war in distance lands"?
  • When strings are observed, is your sales funnel modified?
Nobody can deny the world is connected more than at any time in history.

Thursday, March 17, 2022

The Stages of Managed Print Services, 2007. The Model Still Works.

Back in the olden days, 2007 or so, I came up with three stages of managed print services.  This model was designed for my MPS practice, not necessarily for the industry, and I used it to help explain the MpS procedure to clients and co-workers.  In less than five minutes, the prospect had a basic idea of the stages, procedures, and expectations of our program.

As time went by, every OEM, MPS dealership, and software provider had their version of the MpS process. 

HP had a similar idea but the one from Photizo matched and improved upon my vision of the stages.  Photizo even came up with a more detailed approach reaching into a Fourth stage.

I'm not saying this is the ONLY managed print services model, it was mine.  There are just as many MPS models as there are definitions. All of them are good, each has shortcomings.

Ideally, I was trying to design a process that could be applied to more that managed print services like workflow solutions and business process optimization.  I figured every opportunity can be broken down into three stages, Control, Optimize, Enhance.

That makes sense, right?

Unfortunately, many of the models ended up being pure marketing as deliverables rarely matched the original plan.  Like most innovations in the industry, we first argue “it will never work for me…” then jump on the bandwagon. We then focus on price, commoditize the service into a box and accelerate the race to the bottom, dumbing down the concept and cutting pricing.

MPS became little more than automatic supplies delivery and on-site service, billed per usage.  Managed print services devolved into “managed toner delivery, at the lowest price…”

Regardless, today the industry seeks out pivot points with many players getting into managed services - something I've been a proponent of for a decade.

Naturally, because I was building an MPS practice inside a VAR, I was looking for a way to ease copier dealers into the IT realm, to include IT salespeople in the MPS equation, and fold managing output devices, business processes, and IT assets in one agreement. 

MpS deserved a screen in the N.O.C. Managed services was the future and MPS was the way to get there. 

The MPS Model.

Tuesday, March 8, 2022

The Managed Print Services Renaissance is here.

Managed Print Renaissance

"Whereof what's past is prologue; what to come,
In yours and my discharge..."

The die was cast a decade ago; the rise, fall, and rise again of managed print services was foreseen. Even as office printing wanes, and withers, we are amid a Managed Print Services (MpS) Renaissance and age of enlightenment.

"Remote work is accelerating the A4 shift at lightning speed, ransomware and bad actors heighten the need for analog backups (paper), user authentication and print tracking/control are becoming normal, and that all adds up to new ways of doing business and new opportunities to manage that print."
Those survivors stand at yet another precipice:

Do we move forward with managed print services, or do we leave it in the dustpan of history?  

Sunday, February 13, 2022

Three Reasons Managed Print Services is Not Dead

Managed Print Services is alive and well.

When one defines Managed print Services as "toner and service for printers on a single invoice..." MpS is dead.

But if you believe that managing devices and the business process associated with output is MpS, especially as organizations are reducing hardcopy, then MpS never went away.

IT folks hate printers and copiers for many reasons. They're big and hot and dirty, connect to their sacred network, pose a security risk, and that's not all. The biggest gripe is out of all the software and hardware an IT department supports, output devices are closest to the End User. And end-user support is the worst - face-to-face conversations are challenging because they usually start off with the word, "Why doesn't...?" IT techs don't like to be challenged or questioned.

This is a vacuum and your MpS prowess helps you fill that void for your clients.

Anti-MPSr's fail to recognize, managed print services was always our way into the IT realm. Real MpS includes optimizing workflows, working with IT resources, removing challenges associated with moving information not delivering toner, and dispatching service technicians.

Three reasons for Real MpS is not dead:

Monday, September 9, 2019

The Next Level in Selling: "The Converged".


"The convergence of human and machine, the biological and mechanical, is the result of a confluence of innovation, technology, and social flows destined from the beginning. This motion is unstoppable. Unstoppable. In addition to the high-thinking, man/machine convergence, we’re starting to see the impact of all things converging.

Consider the way connectivity, manufacturing, software development, business, society, and, yes, even managed print have converged into a borderless, almost transparent solution."

I postulated this idea back in 2013 over at the Imaging Channel,

Today, I'm promoting the idea of "The Converged Professional. (CP)

Who is a CP?

Saturday, February 24, 2018

Today, I spoke with an MpS God - she was just fired. #managedprintservices #sales


I’ve said it many times, “ the path to MpS nirvana is littered with the skeleton frames of burnt out MpS Managers, Directors and Sales People”.

No sour grapes -

I’m sure there are dozens of good reasons for termination and every separation has at least two stories.  In the past decade I've been a Practice Manager, advisor and support specialist. I’ve thrived, struggled and witnessed good people churned under the seven step, "xerographic process".

And that’s exactly what I mean - the copier niche can destroy vision, creativity, and dumb down every business solution into 30 day segments.  Managed print Services is the latest victim, with managed IT services right behind.

Some of our industry leaders are no more than box movers - they confuse ‘applications’ with business solutions and project hubris as wisdom.  Take a trip through the LinkedIN community and notice how many times we compliment each other or brag about the latest sale, certification, trip or baseball team we're associated.

It is one big, circle-jerk.

These are observations not complaints. We all get what we deserve and this industry deserves its decent into obscurity.

But not just yet.

I've seen this before, from above and below and can list cautionary red-flags for the folks still selling MpS.

Here are some signs indicating you should give my friend Steve Spencer(MpS recruiter) a call:
  • lie
  • lack of vision
  • too many rules
  • change the rules
  • filter out all creativity
  • do not see beyond 30 day cycles
  • incentivize for equipment sales only
  • promote month/qtr/year end specials
  • narrow-minded C-Level management
  • put MpS under the service department
  • dependent on hardware/service revenue
  • refuse to integrate MpS and Managed IT services
  • bad, complicated or non-existent compensation plans
  • a corporate culture centered around past copier success
  • focus on leasing and linking equipment inside MpS deals
  • install a C-level executive with little or no experience beyond the box
  • enforce identical activity expectations for support specialists and down the street copier sales people
  • say "X is a major part of the business", yet majority of revenue is copier generated
  • utilize a foggy compensation plan & do not enforce gates on sales teams
Here's a big one: Does your leadership yell? Do your C-Level meetings include loud voices, hands slapping desks and belligerent attitudes?
“You’ve got to be tough out there”
“This industry isn’t for the thin skinned”
“If you can’t take this, you’ll never make it in sales”
I’m no snowflake. This type of behavior says leagues about the yeller and the enabling organization.  At the very least this is unprofessional - would management slam desks or scream at prospects?

When people communicate in this manner, the organization is:
Insecure
Afraid
Negative
This is not normal behavior - Leave. Now.  Call Steve.

Not every organization operates like this, I bet not many at all.  But if you're in one, in any industry, consider your self-worth and get the hell out.  It's a big world. No matter your current skill set or personal/professional goals, there are companies and positions out here for you.

You're Notbroken.


Monday, December 18, 2017

22 Suggestions To Save Your Managed Print Services Practice


Kill it.
Chop it up.
Let it dry out.
Use as fertilizer.
Deja Vu: 
a : the illusion of remembering scenes and events when experienced for the first timeb : a feeling that one has seen or heard something before 
You're not fooled, are you? You've heard the talking heads. Like those who claimed Trump "would never, ever occupy the White House" - the copier industry has similar know-it-alls.

The establishment talking points are pretty clear:
  • "Talk about the decrease in images only when necessary and in most cases quote decades-old data."
  • "Say anything to make your machines relevant - fabricate rationalizations."
  • "Keep the same processes and 1970's business plan while promoting your new and different business model. "
I know, I know the above doesn't apply to YOUR dealership, does it?  You've been expanding while the rest of the industry tanks.  You're on a 'growth through acquisition' trajectory and your culture is second to nobody's.
  1. Then why do you still consider A3 and A4 different?
  2. Why don't you commission service contracts?
  3. If you're so cutting edge and ahead of the curve, why do you sell MNS or MIT instead of Managed Services?
They're just questions.  

If you're looking to resurrect your MpS, the good news is you recognize a problem - you're not ignorant.

The bad news is, you are probably too late:
  1. Treat A3 and A4 volume the same in every MPS engagement
  2. Comp reps on combined A3/A4 volume
  3. Find the best MPS vendor for your company. HP, LMI, SNi, PrintSolv, whoever.  It doesn't matter, partner with somebody who matches your definition of managed print services.
  4. Roll the MPS infrastructure into Managed IT services
  5. Rename the practice "Managed Services"
  6. Stop calling it 'Managed Print Services'; start referring to Managed Services - even when the only assets under the agreement are output devices
  7. Incorporate an Output Study in every, single network assessment
  8. Rename 'network assessment' to 'Technology Assessment'
  9. Always bill for Technology Assessments
  10. Embed your data collection agent into your network assessment tool
  11. Employe/support a separate team of technicians to service ALL output devices
  12. Separate COMPLETELY, from the existing Service Department
  13. Intake all copier/printer support calls through your IT help desk
  14. Train the Managed Services Team to sell
  15. Fully engage your vendors
  16. Establish Managed Services 'revenue gates' in your sales commission structure
  17. Pay the Managed Services team salaries which make it difficult for them to consider leaving
  18. Pay a monthly residual, for the life of the engagement 
  19. Give the MS manager P/L control and responsibility
  20. Compensate the Managed Services Practice managers based on profit(P/L)
  21. Forget about ALL the copier dealership business models
  22. Establish a direct link between the Managed Services practice and your software/document management division.  This means incorporating end-user, workflow-oriented questions inside every Technology Assessment. (MpS is BPO)
Insanity
a : a severely disordered state of the mind usually occurring as a specific disorder
b : doing the same thing, expecting different results
Twenty-two suggestions, points of light in the night sky.  

How, or even if, your organization can connect the dots, is the biggest query.

- DOTC, 2017



Contact Me

Greg Walters, Incorporated
greg@grwalters.com
262.370.4193