|Grand Slam Educational SessionsKeynote Address
Growing Dealer Revenue in the "Less-Print" Era
Scott Maccabe, president and CEO, Toshiba America Business Solutions Inc. (TABS)
For decades, office technology dealers have relied on rising page volumes and click revenues to provide the foundation of growth for their businesses. Today, both manufacturers and dealers are facing a future where reduced page volumes compel us to find new ways to increase revenue and profits. In this session, Maccabe will provide valuable information on how dealers can continue to prosper in spite of declining click volume by leveraging "the new aftermarket." He will discuss methods for increasing your share of wallet within your current customer base by providing content management services such as digital signage, document capture, workflow and security using a combination of your existing and partner resources.
Maccabe serves as president and CEO of TABS. He oversees the strategic direction and operations of the company. Prior to joining TABS, Maccabe served 11 years as senior vice president of Toshiba America Electronic Components (TAEC) and general manager of its storage products business unit. At TAEC, Maccabe piloted the organization's operations while navigating its entry into new geographies and segments to expand its business growth by more than 400 percent. Throughout his 37-year career, he has held a variety of senior sales and general management positions in the technology sector including roles at Quantum, Vangard, Fujitsu Computer Products and StorageTek.
What is Your Diversification Strategy?
Moderated by Ken Staubitz, national sales manager, BEI Services
Now, more than ever, dealers are looking for diversified revenue streams to gain additional customer spend and increase market share. Are you wondering which diversification strategy may be right for your dealership? Are you afraid to make the investment because you are unsure of the challenges associated with these new business ventures? We all hear document management, managed services and, now, additive manufacturing (3D printing) are among the future expansion opportunities for our industry. In this interactive session, you will learn from office equipment dealers who have successfully made the transition into these areas. We have assembled representatives from independent entrepreneurial dealerships like yours, who have excelled in these new ventures. Come listen and interact to learn how they made profitable transitions to widen their businesses' revenue streams and customer bases.
Cindi Gondek is principal of ACT Group, an $8 million dealership located in Cromwell, Conn. In 1999, Cindi, along with her husband Greg, purchased Northeast Copy. Since then, the name and location have changed, but the goal of being the top service provider in the country has remained true. ACT Group's services include: office equipment, managed print services, document solutions, customer support, supplies, service, and the newest addition of 3D printing and 3D scanning equipment and services. After researching this new technology more than two years ago, they had decided to get into the 3D arena. They are now the top 3D production dealer in New England with customers ranging from small manufacturers to Fortune 500 companies. ACT Group has recently received back-to-back Hartford Metro Alliance/Hartford Business Journal's Business Champions Award for Innovation, two Elite Dealer awards, 26 Kyocera Gold Medallions, three consecutive JD Power and Associates awards and the Woman-Owned Business of the Year Award from the Middlesex Chamber.
Mike McCurdy is president of Integrated Technologies Inc., a $4 million dealership located in Twin Falls, Idaho. He has been with the company since 2006 and purchased 50 percent of the company in 2009. At that time, the company functioned under the name of Magic Valley Business Systems Inc. In 2011, McCurdy orchestrated the acquisition of Trilogy Network Systems, the largest IT company in Twin Falls, and shortly thereafter renamed the company Integrated Technologies Inc. to better represent its total offerings. Integrated Technologies was the first office equipment dealer in Idaho to enter the IT business. Today, managed IT services and support for its clients is the fastest growing and most profitable segment of the business, now representing more than a third of the dealership's annual revenue. While the office equipment side of the business continues to grow at a steady pace, managed IT services offerings have been the real accelerator of growth. 2013 was the best year in the company's 38-year history and 2014 is already ahead of target to exceed 2013. In 2014, McCurdy became the majority shareholder and president of the company. He is responsible for the overall management of the company, with an emphasis on the sales and marketing of the business.
David Scibetta is executive vice president and CIO of Copier Fax Business Technologies Inc. (CFBT), a $7 million dealership located in Buffalo, N.Y. He joined the company in 1997 to oversee a major expansion in the company's technology services. Under Scibetta's leadership, CFBT is now the largest Konica Minolta dealership in all of western New York and it has been given DocuWare Diamond Club status, awarded to the top 10 percent of DocuWare Partners in the country, three times. One of his biggest accomplishments was overseeing the launch of the company's new service, "Documentelligence," which converts offices to "smart offices" through hardware, software, IT and security services. In 2013, Scibetta oversaw the launch of CFBT's backfile scanning services, another extension of Documentelligence, which led CFBT to receive double-digit growth within the year. The dealership has received multiple awards, including three Elite Dealer awards from The Week in Imaging and the Dealer Award of Excellence. It was named "One of the Fastest Growing Companies in America" three times by Inc. 5000, was named one of the "Best Places to Work" for two years in a row and was featured as a "Who's Who in Business First Technology."
Navigating a Changing Office Landscape
Moderated by Robert Palmer, chief analyst, BPO Research, and managing partner, BPO Media
It is no secret that the office printing landscape is transforming dramatically. Technology adoption is driving significant changes to business process and workforce dynamics. Organizations are actively pursuing digital strategies to take advantage of mobile technologies and applications, cloud infrastructure and data analytics to optimize work processes and drive better business outcomes. Hardware manufacturers are dealing with these trends in a variety of ways. Most are radically changing their business models, putting increased focus on services-led strategies, vertical solutions and adjacent market opportunities. What should dealers do to drive future success in a changing market? How might the transition to services impact the future of hardware design? This distinguished panel will address these specific issues and more, while providing a crucial manufacturer perspective on overall market direction, hardware and technology trends, and the future of the office equipment industry.
Dennis Amorosano is vice president of BISG marketing and CIIS professional services in the Marketing Division of the Business Imaging Solutions Group (BISG) at Canon U.S.A. Inc. He joined Canon in 1994 and was responsible for playing a key role in bringing the industry's first networked digital multifunction system to the market. Over the past 20 years, Amorosano has held numerous positions across BISG business units, including leading product marketing for imageRUNNER, imagePRESS, Image Capture and software solutions. He has led Canon's national account organization, Solutions Business Development Division and was responsible for the establishment of Canon's current industry and alliance marketing operations. Amorosano also served as director and general manager of Canon's National Account Division from 2005 to 2006. In 2006, his role was modified and he spent three years as director and general manager of solutions business development. Prior to Canon, Amorosano held account management positions at NCR Corp. and AT&T Global Information Solutions.
Phil Boatman is business alliance manager for Lexmark's International Imaging Solutions and Services organization. He is responsible for leading critical dealer and partner relationships, and all related sales efforts, along with providing guidance for the U.S. dealer program's development, output industry press and analyst relations and strategic initiatives for the U.S. dealer program. Boatman served as manager of business development since 2007, when he helped launch the Lexmark copier dealer program. He joined Lexmark in 2004 as a worldwide product marketing manager. Prior to joining Lexmark, Boatman was a color specialist and district sales manager at Xerox. He began his career as a color specialist at Danka in 1996.
James Buck is national U.S. sales director of BTA and MPS at OKI Data Americas. He has more than 20 years of experience in both the office equipment dealer channel and mid-to-large-size enterprise accounts. In his current role, Buck develops and leads OKI's dealer sales engagement strategy with primary emphasis on channel growth and expansion along with new dealer recruitment and development. He and his team support the sales efforts of OKI's dealers by helping them improve sales opportunities and identify recurring revenue streams in order to increase their profitability.
The Shifting Office Technology Industry
Robert Palmer, chief analyst, BPO Research, and managing partner, BPO Media
The office imaging and printing market is transforming due to fundamental shifts occurring in technology and workforce dynamics. Understanding the impact of these changes is key to driving a successful and profitable business. This session will closely examine key market trends to provide insight on issues such as channel dynamics (dealer versus direct), the shift to MPS and other managed services, and changes in end-user behavior and expectations. The session will also provide a close look at product trends to address emerging and growing product categories, A3 versus A4, color adoption and the impact of emerging technologies such as business inkjet.
Palmer is chief analyst for BPO Research and a managing partner for BPO Media, which publishes The Imaging Channel and Workflow magazines. He is an independent market analyst and industry consultant with more than 25 years experience in the printing industry covering technology and business sectors for prominent market research firms such as Lyra Research and InfoTrends. Palmer is a popular speaker and presents regularly at industry conferences and trade events in the United States, Europe and Japan. He is also active in a variety of imaging industry forums and currently serves on the board of directors for the Managed Print Services Association (MPSA).
3D — The New Wild West of Printing
Mark Mathews, president, Airwolf 3D
Mathews will provide an overview of the 3D printing and additive manufacturing market and where opportunities lie for the independent dealer. With more than 20 years of experience in the office equipment industry, Mathews brings unique perspectives and insights about 3D printing and how it relates to the BTA community. If you have entered the 3D printing market, are thinking about entering the 3D printing market or are just plain curious about 3D printing, this is the session for you.
Mathews is president of Airwolf 3D, a designer, manufacturer and distributor of desktop 3D printers, supplies and technology to the 3D printing and additive manufacturing markets. Currently undergoing rapid expansion, he is tasked with engaging outside investors and partners, as well as building the internal infrastructure and external distribution to sustain Airwolf 3D's success and leverage its brand reputation. Prior to Airwolf 3D, Mathews was a 20-year veteran of Toshiba America Business Solutions Inc. (TABS), where he most recently served as its president and CEO. Leading more than 3,000 employees, he oversaw the distribution and service of Toshiba's office equipment and document imaging business throughout the United States and South America. During his tenure, TABS won several of the Business Technology Association's (BTA) Channel's Choice Awards and MRC's First in Class Awards.
Benchmarked Sales & The Future of Selling Excellence
Steve Rolla, partner, Pros Elite Group
Over the past 10 years, dealership principals and manufacturer direct sales organizations have taken the industry benchmarking model, prescribed for their financial and service performance, and employed iterations of it in their organizations. The sales benchmarking model, which is equally important to the achievement of growth, has not gained nearly the traction that the service and financial benchmarks have enjoyed. The lack of a documented, benchmarked sales management process is the difference that separates organizations that are still achieving double-digit growth and those that are flat or, worse yet, shrinking. In this session, Rolla will share some of the critical components of his recommended sales playbook, which documents the benchmarks and the execution steps toward achieving them.
Rolla has been in the office imaging industry for 43 years and is one of the few company presidents in the industry who has come from a service background. Most in the office technology industry know Rolla as the president of organizations that have achieved IKON's CEO of the Year Award or the Global Imaging Systems Chairman's Award. Rolla authored the first industry benchmarking model with Tom Johnson during their time together at Alco Standard and Global Imaging. Today, he is a partner in the Pros Elite Group and is responsible for the Pros Elite 100 Dealer Group. In 2012, he published the "Pros Elite Sales Playbook," which outlines 13 critical sales management activities, associated benchmarks and execution skills to achieve them.
Five New Ideas Using Technology to Secure Net New C-Level Meetings
Kate Kingston, founder and president, Kingston Training Group (KTG)
Kingston Training Group has new content on how to attract C-level decision makers by using the technology that is right at your fingertips. Using strategies through social media like LinkedIn — among other specific online applications — will allow your sales reps to learn when a prospect needs a strategic technology solution discussion. Reps will also gain the knowledge they will need to attract more C-level attendees at their next expo or learning luncheon. KTG will deliver on how to drive more net-new, vertically focused C-level sales meetings past the dialing-for-dollars method.
Kingston, founder and president of the Kingston Training Group, is a motivational sales trainer specializing in making more qualified meetings. With more than 17 years of success in making appointments with decision makers, she is a recognized authority on lead generation, cold calling and new business development. Kingston is a sales-driven, energized communicator. She uses humor, audience participation, proven techniques, handouts and real-time phone calls in her training sessions. KTG has trained more than 7,000 sales reps and managers to make more meetings with their ideal prospective clients so they can make more money. Companies such as Bell Canada, Smith Barney, New York Life, Yellow Book, Yellow Pages Canada and Xerox are just a few of the international and national companies that have come to KTG to gain better skills company-wide.
Service Delivery Structure: What Works & Why?
Ken Staubitz, national sales manager, BEI Services
Your company's service delivery approach not only impacts profitability, but also impacts customer satisfaction, which affects your customer's future spending with your organization. The manner in which office technology dealers create and structure technician territories can have a tremendous impact on service profitability and customer satisfaction. In this session, Staubitz will review common methodologies for creating technician territories and will discuss the opportunity costs for improving the service delivery structure. He will also discuss key escalation processes to keep your customers close to ensure your organization is their first choice for their business needs.
With more than 16 years of office technology industry experience in all levels of service and operations, Staubitz joined BEI Services in January 2013. The majority of his career prior to joining BEI Services was with Modern Office Methods (MOM) in Cincinnati, Ohio. His most recent position with MOM was as director of client services, where he managed more than 60 service personnel in various locations. Staubitz consistently exceeded the various financial and operational benchmarks that allowed him to successfully train and consult for both the dealer channel and various manufacturers to improve their service operations.