See you all soon!

Let's explore the reasons ECI's E-Automate is maintaining and adding to its massive customer base of Imaging Channel dealers and why I believe dealers should not, at this point, attempt to replace an ERP. 

Today there's a copious of solutions for resellers to manage individual deliverables. The imaging channel resellers, managed IT service resellers, or our friends delivering office products. These reseller groups are in-fact consolidating and even converging into each other's spaces. This convergence is what started the search for the no bolt-on ERP platform.

However, after a decade of attempts:

"The No Bolt-On Platform" does not exist and isn't a reality for resellers/dealers." And even if one comes to market what would a dealer really gain? to warrant the distraction and cost to replace.

I believe, based on the massive customer base E-Automate has, they are, in fact, in a better position to accomplish my vision of helping dealers not only innovate but diversify as needed. Over the next five years, the print equipment and its services will see many challenges, consolidation, and new players changing the game entirely.

So, instead of replacing E-Automate, dealers should focus on building out their diversification and utilizing those systems which are relevant to the diversification's deliverable. Today's dealers must explore the technologies required for what they intend to deliver understanding; there is nothing that can do it all on its own with the expertise of the systems which are the global leaders in their respected sectors.

Some will ask. What about dealers wanting to delivering Managed IT Services? And others may suggest E-Automate is outdated.

Regarding the outdated argument, what's really out-dated. Today's dealers have not changed their print deliverable processess for decades. In all fairness when we examine E-Automate we see in fact they have modified as the dealers do. Print tracking, cloud service, and intergrading with other software providers are examples. One would imagine as the deliverable continues to modify so will E-Automate. But, frankly today they are matching the industry's changes without forcing the industries dealers through massive disruptions.

Regarding Managed IT Services, most of the Imaging Channel's actors have heard of ConnectWise, the most extensively used RMM and IT Services operating system in the world. Today the vast majority of dealers delivering IT Services, are using ConnectWise, again it's the most preferred MSP platform in the world.

Some suggest that the newer ERPs have better data. I ask, does the replacement have enough better data to warrant the investment and disruption to change? Again, I believe that the data available today through the legacy players is more data than most dealers use. Frankly, they should be using what's available before investing both time and financially impacting their bottom lines. After all, replacing operating systems is extremely costly in both money and time. 

The Channel has the data, Now it's time the channel uses the data they have. It seems as many are getting sidetrack by the un-proven rhetoric over the realities of what currently exist.

For example, NEXERA, a BEI Services company, has been providing detailed analytics based on the world's most extensive database of print equipment and its services for over 25 years. NEXERA, integrates with E-Automate, providing dealers data needed to improve not only performance but profit as well. It's time the channel stops and learns how to search and explore the data they have over, hoping an entirely new ERP will miraculously improve them.

If dealers spent a fraction of the time they would spend in the ripping apart their infrastructure to replace the ERP they have. These dealers would be astonished by what they would discover.

The Imaging Channel has the tools, and yes, those tools will be a collection of software. However, right now, there is no one platform doing everything, and in the foreseeable future, there won't be. Dealers should rather invest in both human capital diversification, and deliverable diversification long before an operating system investment. Using the tools you have with open minds will lead to new possibilities.

Today's most significant threat to the resellers is not its operating system. Dealers must sell based on the market realities and should be focused on delivering services to those realities. Dealers investing in their diversification and understanding how to use the data they have to defeat their status quo will have the winning advantage.

"Status quo is the killer of all that will be invented."

Ray Stasieczko  

If you want to provide real solutions for real business process challenges that organizations face every day, consider becoming an Authorized DocuWare Partner. By adding content services to your product portfolio, you can accelerate your sales with a unique selling proposition setting you apart from your competition. For complete details on the Partner Program, click here. To request to speak to someone about becoming a Partner, click here or contact mary.williams@docuware.com.

Tonight, I was able to have dinner with a friend of mine that’s also in the imaging channel aka copier business. We went from topic to topic and I finally landed on “What will our copier (MFP) business look like in five years?” It’s funny because both us of know what it’s going to look like and neither of us wanted to say it first. The business model of just selling copiers and providing service/supplies will change dramatically in the next five years because A4 devices will become more popular as manufacturers shift their focus from full featured A3 devices to full featured A4 devices. In addition, it seems there’s no short-term possibility that one of the seven copier manufacturers will get out of the copier business or sell to another manufacturer. For copiers dealers, this means lower revenue expectations along with lower profit margins.

Recently, I’ve thought a lot about how I can re-invent myself for 2020. What can I do to offset the possible loss in revenue from selling more A4 devices than A3? For me, the answer came quickly. I need to make the jump from focusing on copiers to focusing on helping clients achieve key organizational needs:

• A cloud-based document pool for archiving documents with easy, secure access
• Automated workflows to improve efficiency and productivity
• Seamless integration between existing applications for consistent data across the IT landscape
• Solid compliance and document retention policies in place

One profitable market opportunity to tap into is offering content services solutions. A recent white paper published by Nucleus Research stated, “Nucleus found that for small to medium businesses, investing in content management returns $8.55 in benefits per dollar spent. The key value drivers for these solutions are increased user productivity and cost savings from redeployed staff or avoided additional hires. As organizational transparency and the value of data continue to grow, companies that fail to fully leverage their own digital content will lag behind more savvy competitors.”

Copiers dealers need to change because keeping everything status quo isn’t going to cut it in the “Digital Twenties.” One hundred years ago, a decade was defined as the Roaring Twenties. It’s my belief that copier dealers can create their own Roaring Twenties again by offering content services solutions.

Since I have a great relationship with DocuWare, I was able to interview two leaders at highly successful copier dealers who are Authorized DocuWare Partners: Douglas Green, Sales Manager, Strategic Services at Impact Networking, LLC and Jason Ostendorf, Director of Professional Services at Kelley Connect. I brought seven questions to the table for them and I’d like to share their experiences selling content services solutions.

1. Share with us your background briefly; what is your position and company?

Green: I’m the Sales Manager for the Strategic Services Division of Impact Networking, LLC. Impact employs approximately 700 people in 20 locations across Illinois, Wisconsin, Indiana and Southern California. In addition to hardware and software, Impact Networking specializes in Managed IT, Design and Marketing, and ERP.

Impact Strategic Services leverages platforms like DocuWare to optimize business processes for growing companies. The Strategic Services team consists of a dozen pre-sales Specialists and Solutions Architects, backed by a team of 48 post-sales specialists that are responsible for project management, development and helpdesk support. I’ve been a part of Strategic Services since 2007 when we were a team of three people.

Ostendorf: My background is in accounting and technical sales. I am the Director of Professional Services at Kelley Connect, responsible for sales and implementation of supported software products.

2. How long has your company been an Authorized DocuWare Partner? What is your revenue percentage growth year over year?

Green: Impact has been a DocuWare Partner since 2006. We’ve been a top-selling Diamond Partner for 13 consecutive years, and the #1 DocuWare Partner in the Americas five of the last six years.

Impact Networking has averaged 27% year-over-year growth since our inception in 1999. We attribute our growth to our corporate culture, unique business model and local go-to-market strategy.

Ostendorf: We’ve been a DocuWare Partner for 5+ years and this is our second year as one of their top Diamond Partners. Revenue growth has increased dramatically in the last three years.

• 2017 - $182,355
• 2018 - $318,498
• 2019 - $543,811

3. What is the best part about being an Authorized DocuWare Partner?

Green: We’ve enjoyed a long and very successful relationship with DocuWare. The DocuWare senior management team has always been engaged and responsive to Impact’s needs and product enhancement suggestions.

Ostendorf: DocuWare has a good product with a good support team. The product is stable and provides customers with a flexible platform that they can grow with. The pricing structure is also favorable.

4. How is it working with your DocuWare Regional Sales Director (RSD)?

Green: We have the opportunity to work with several directors across multiple states. Whether working on joint accounts, small lunch and learns or larger events like Impact Optimize at Navy Pier in Chicago, the DocuWare RSDs do an excellent job supporting Impact.

Ostendorf: My RSD is Caleb Wolfe. Caleb is simply the best partner manager I currently deal with or have ever dealt with throughout all of our different software partner relationships.  His knowledge, helpfulness and integrity are heads above others in his position at our other software partners.

5. Why DocuWare? What is the feedback you are getting from customers/prospects when you show them DocuWare?

Green: DocuWare offers everything both SMB and Enterprise customers are looking for: Ease of use, modular and scalable, integration capabilities and robust on-premises and cloud offerings.

Ostendorf: Easy to use with a friendly user interface; customers like the flexibility of the product in that it allows them to grow and implement it in many areas, but it also provides a favorable ROI almost immediately.

6. Can you share a story about your most memorable DocuWare deal? What were the pain points and what closed the deal?

Green: One of my favorite customers is a transportation company with locations in seven states. At the conclusion of our initial demonstration, we asked for questions and their CFO held up a sheet of paper that said “ROI.” We spent the next several months collecting financial information and conducting user interviews with over 20 departments and users. Bottom line: the ROI was overwhelming, and they became one of our largest customers. In addition, they became one of our first “managed” accounts in which we provide ongoing platform enhancement based on their requirements.

Ostendorf: My most memorable DocuWare deals have been when we have provided our customers with very high ROI’s using DocuWare. I have had multiple deals like this in the past year where their cost of doing AP approvals manually was significantly more than with the DocuWare solution.  Each company’s reasons for inefficiencies were a bit different, but all have seen significant ROI’s from adopting the DocuWare solution

   7. Why should a copier dealer sign up to be an Authorized DocuWare   Partner?

Green: Print is a declining commodity. The ability to diversify your portfolio and provide your customers value beyond the traditional copier space is critical to the long-term growth of a dealer. DocuWare has a robust product offering, is user friendly and easy to implement. They are an ideal partner.

Ostendorf: DocuWare has a very good product and support team.

-=Good Selling=-

MSP & MSSP Industry Notes

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ComportSecure Recognized as Elite 150 Managed IT Service Provider on CRN's 2020 MSP500 List

• ComportSecure provides managed IT services, cloud services, IT datacenters, mobility security and network solutions
• ComportSecure is a division of Comport
• CRN's Managed Service Provider 500 list recognizes the top technology providers and consultants whose forward-thinking approach to providing managed services is changing the landscape of the IT channel
• Three categories that include Elite 150, Pioneer 250 and Security 100

Cohere Cyber Secure announces Fully Integrated "Cyber-Managed Security as a Service ...

• Cohere Cyber Security headquarters in New York City, NY
• Provides cyber security, unified communications, managed IT services and cloud hosting
• Announces new offering “Cyber Managed Security-as-a-Service”
• Designed for business operations looking for a single sourced set of cyber protective solutions

Loffler Companies Named to CRN's 2020 MSP 500 Elite 150 list for Excellence in Managed IT ...

• Loffler Companies provides integrated business technology and services partnered with leading partners such as Nutanix, Arctic Wolf, Microsoft, Mitel and 8x8
• Founded by Jim Loffler in 1986
• Loffler Companies also provides multifunctional copiers and printers, print management services, software and workflow technology consulting, and on-site management of copy and mail centers
• CRN's Managed Service Provider 500 list recognizes the top technology providers and consultants whose forward-thinking approach to providing managed services is changing the landscape of the IT channel
• Three categories that include Elite 150, Pioneer 250 and Security 100

CloudScale365, Inc. Acquires eApps Hosting

• CloudScale 365 based in Nashville, Tennessee and provides managed IT services worldwide
• Announces acquisition of eApps Hosting and it’s Create-aCloud platform
• eApps VCS Platform provides customers freedom to create custom Linux or Windows Virtual Private Servers, choose their RAM, CPU, Disk, and an OS template for their custom requirements
• Rick Lingsch, CEO of eApps, will continue as the Managing Director of the division
• eApps Hostingis a value-added provider of cloud hosting services for businesses and organizations, serving more than 2500 customers, hosting over 15,000 domains in more than 125 countries

Logicalis Honored on CRN's 2020 MSP 500 for Seventh Consecutive Year

• Logicalis headquarter in New York City, New York
• Logicalis provides international IT solutions and a managed service provider
• Named to Security 100 category
• CRN's Managed Service Provider 500 list recognizes the top technology providers and consultants whose forward-thinking approach to providing managed services is changing the landscape of the IT channel
• Three categories that include Elite 150, Pioneer 250 and Security 100

Stratosphere Networks Named to CRN's 2020 Managed Service Provider (MSP) 500 List

• Stratosphere Network based in Chicago, IL, provides managed IT services
• Named to Pioneer 250 category for the third consecutive year
• The MSP 500 list is divided into three categories: the Pioneer 250, which includes companies with business models weighted toward managed services and largely focused on small and midsize businesses (SMBs); the Security 100, which recognizes organizations that focus mostly on cloud-based, off-premise security services; and the Elite 150, which includes large, data-center-focused MSPs with a strong mix of on- and off-premises services
• CRN's Managed Service Provider 500 list recognizes the top technology providers and consultants whose forward-thinking approach to providing managed services is changing the landscape of the IT channel

ViON Recognized on CRN's 2020 MSP500 List

• ViON located in Herndon, Virginia and provides cloud services for designing and delivery enterprise data solution centers for the government agencies and commercial business
• Named to MSP Elite 150 category
• CRN's Managed Service Provider 500 list recognizes the top technology providers and consultants whose forward-thinking approach to providing managed services is changing the landscape of the IT channel
• Three categories that include Elite 150, Pioneer 250 and Security 100

Iron Bow Adds Cisco® Hosted Collaboration Solution for Defense to its Services Suite

• Iron Bow located in Herndon, Virginia and provides technology solutions to government, commercial and healthcare markets
• Announces authorization by Cisco® to offer Hosted Collaboration for Defense to clients

Atmosera Named a Top Managed Services Provider by The Channel Company

• Atmosera located in Portland, Oregon an provides Micrsfot Azure cloud services
• Named to Security 100 category
• This past year, Atmosera became an Azure Expert MSP – Microsoft’s highest level of accreditation
• CRN's Managed Service Provider 500 list recognizes the top technology providers and consultants whose forward-thinking approach to providing managed services is changing the landscape of the IT channel
• Three categories that include Elite 150, Pioneer 250 and Security 100

Xamin Named to CRN's 2020 MSP500 List

• Xamin located in Chicago, Illinois and managed IT services for highly regulated companies
• Named to Pioneer 250 category
• Xamin was honored as an MSP Pioneer for its innovative approach to managed services
• CRN's Managed Service Provider 500 list recognizes the top technology providers and consultants whose forward-thinking approach to providing managed services is changing the landscape of the IT channel
• Three categories that include Elite 150, Pioneer 250 and Security 100

SolarWinds Launches Head Nerds, Adding Another Key Layer to Programs Focused on Building Partner Success

• SolarWinds headquartered in Durham, North Carolina and is a provider of IT management software
• Announces launch of SolarWinds Head Nerds Program
• Head Nerds serve as SolarWinds MSP partner advocates to help them learn how to create and sell services, protect their customers, demonstrate value, and stay ahead in the rapidly evolving managed services space
• “The biggest challenge MSPs face is how to work on their business, instead of just working in it,” said Mike Cullen, group vice president, partner success, SolarWinds MSP

RADER Relocates to Oil Center District to Accommodate Growth

• Rader provides Managed IT and Cybersecurity services
• Moving to new facility in Lafayette’s Oil Center
• Will allow for expanded Security and Operations Center

eMazzanti Technologies Recognized on CRN's 2020 MSP500 List

• Headquarters in Hoboken, NJ and provides managed IT services
• Named to Pioneer 250 category
• eMazzanti has made the Inc. 5000 list eight consecutive years, is a 4X Microsoft Partner of the Year, the #1 ranked NYC area MSP and NJ Business of the Year
• CRN's Managed Service Provider 500 list recognizes the top technology providers and consultants whose forward-thinking approach to providing managed services is changing the landscape of the IT channel
• Three categories that include Elite 150, Pioneer 250 and Security 100

HP Joins Industry-Standards Initiative for Printer Security

• HP Inc. has announced that it has joined the Buyers Lab (BLI) Security Validation Testing program for MFPs and printers to help drive more stringent industry standards for printer security

Cybersecurity Update

• A federal grand jury in Atlanta returned an indictment last week charging four members of the Chinese People’s Liberation Army (PLA) with hacking into the computer systems of the credit reporting agency Equifax and stealing Americans’ personal data and Equifax’s valuable trade secrets
  • alleges that Wu Zhiyong, Wang Qian, Xu Ke, and Liu Lei conspired with each other to hack into Equifax’s computer networks, maintain unauthorized access to those computers, and steal sensitive, personally identifiable information of approximately 145 million American victims
• Ponemon Institue published new report on frequency of cybersecurity
  • incidents caused by insiders has increased by 47% in the past 2 years
  • 4,716 insider incidents reported in last 12 months
  • More here

 Study of CIO priorities in 2020

• IDG’s CIO magazine released the 2020 State of the CIO research
• 45% will spend majority of time on security management
• 44% = aligning IT initiatives with business goals 42% = improving IT operations/systems performance
• 39% = implementing new systems and architectures
• 34% = driving business innovation
• 34% = leading change efforts
• Believe role is expanding into:
• 46% = customer experience
• 64% = cybersecurity
• 49% = data privacy/compliance
• 36% = operations
• 36% = business development

“Spend a lot of time talking to customers face-to-face. You’d be amazed at how many companies don’t listen to their customers.”

H. Ross Perot

How many of you would agree with the following when it comes to your clients... their needs are constantly changing and it's up to your sales to team to understand hot to help?

How well is your team keeping up with what they need?

Your clients hold the keys to your success. They're no longer at the mercy of you, your team or your company. In fact, they're more interested in the experience your team provides as opposed to the products or services.

I bet what they really crave is clarity, transparency, realness and caring; not vagueness, insincerity, fakeness and a crap ton of excuses.

Client experience goes beyond service.

With a few descriptive words, how would your clients describe the experience they're receiving from your sales team?

Come on, I'm waiting for the words. What would they be?

• Are they personalizing the level of service?
• Are they in continual contact?
• Are they listening to your clients?

How well is your team creating experiences and memories?

In this highly competitive business world, where your team is being perceived as a commodity, how the heck are they standing out with your most precious asset, your clients?

Whose fault is it that you're being pigeon-holed as a commodity?

When's the last time you or someone on your sales team has dug deep, spoke from the heart and asked... what words would you use to describe the support being provided to you?

CLIENT RELATIONSHIPS MATTER

I'd like for you to think for a moment...

• How well does your team really understand what your largest clients want?
• Do they understand what they desire?
• Are they even relevant in their eyes?

Would you even know?

How many of you can honestly answer these questions?

Gut check time, isn't it?

I would like for you to think about your largest client, got it? Think about how much they mean to you and your company.

What would it mean to you and your company if you lost your largest client?

Your clients are the single most important factor in your long-term success. This is why the more successful your team becomes in understanding and forming meaningful relationships with your clients, the more successful you'll become.

In a sales world where trust is at rock bottom, no wonder many (yes some of your clients) are skeptical about what you say, how you say it and why you say it.

How well does your team know your clients?

What words would your clients use at this very moment to describe the support or the experiences your team is providing to them?

CLIENT PERCEPTION, IT'S REALITY

According to a report by Walker Information, customer experience will overtake price and product as the key brand differentiator by 2020.

Everyone in sales and those in leadership need a periodic gut check when it comes to client perceptions.

Cold doses of raw feedback are necessary in order to grow.

Humble pie tastes better with a nice cup of coffee.

I say this because there just might be an interesting gap between what your clients think of your team versus what's actual reality.

How your clients perceive your team just might be the key to sales growth.

• How many of you right now, at this very moment, understand the impact this has to you?
• How many of your clients see your team as being available and helpful to them?
• How many of your clients think of your team as heartfelt, caring and trustworthy or unreliable, arrogant and pompous?

I'm deeply concerned that many in sales have taken their clients for granted. They've failed at building, nurturing and growing their relationships. Building relationships with your clients is not a light switch you turn on then off. It's the emotional connection, the human connection and the heartfelt connection you make with each one of them.

How well is your team connecting with their clients?

Trust me on this one... fail to do this and I promise you at some point I know what will happen.

CONVERSATIONS DO MATTER

I'm concerned! I believe very few salespeople are having meaningful conversations with their clients outside of the selling process. How many new relationships are being developing inside your client base?

What's preventing your team from truly getting to know your clients?

How well is your team making your clients feel before, during and after doing business with them?

• What words would they use to describe how your team makes them feel?
• What words would they use to describe how your team cares about them?
• What words would they use to describe how much they trust your team?

What words would your clients use to describe your team?

Meaningful and credible relationships do matter! Discover the power of relational selling at Selling From the Heart. 

I understand, I get where you all are coming from. Every day, I walk in your shoes. I am fully committed to helping your sales team integrate social aspects and modern strategies into your current sales process to grow new business. I want you to get results. This is why I am passionate about doing this the right way, the genuine way, the authentic way! It's about understanding value before visibility.

Selling From the Heart is making a difference! I poured my heart into every page of this book and I think you're going to love it. You can find it on Amazon in paperback, kindle and in audio. You can click on the book image below and this will take you to Amazon.

You can find more material inside Selling From The Heart.

In a world full of empty suits, I'm passionate about helping sales reps succeed by getting valuable before they get visible. I help sales teams understand the true value they bring to the market. 

I appreciate getting the opportunity to share my stories. Integrating the use of social and sharing my story on LinkedIn was my “game-changer” in the highly competitive office technology world. With great pride I transform, challenge, coach and inspire sales teams to grow new business by helping them share their story and how they communicate it out by integrating the use of social inside the sales process. You can follow me on LinkedIn, Twitter, Facebook and on my podcast by clicking on Selling from the Heart.

There's a cool thread I did years ago about the history of the fax.  We sold tons of faxes in the eighties and had a lot of fun doing it.  It was not uncommon to sell multiple units along with boxes and boxes of thermal paper.  There's also a cool thread about some fun that we had with selling fax machines.

Enjoy these threads from ten years ago this week!