Coaches’ Corner

2026 Schedule

August 12

Profit Killers in Aftermarket — Service & Supplies
Jack Duncan, owner, Jack Duncan Consulting

During Duncan's more than 50 years in the industry, he has found that there is not one "silver bullet" to maximize aftermarket profitability, but there are literally hundreds of small profit killers that add up to profits falling through the cracks. In this workshop, he will dive into the small things that can add up to make benchmarks difficult targets to hit. Duncan will discuss all the little "opportunities to screw up," as well as potential ways to minimize their impact on profits.

Duncan's career in the office technology industry spans more than 50 years, beginning in 1972 after his return from the Vietnam War. Beginning as a service technician in Kansas City, Missouri, he rose to service manager and then spent time as a senior regional technical manager for Ricoh. From there, Duncan spent 15 years at a large dealership in Arkansas, where he was responsible for all service, supply and inventory operations, and moved from director of service to vice president of service. During that time, Duncan also became active in the OMD User Group, where he began teaching classes as well as serving on its board of directors.

After the Arkansas dealership was purchased, Duncan moved to the Dallas, Texas, area, where he implemented the OMD software system, as well as served as a service manager and vice president of service.

Thanks to Duncan's love for teaching, in 2004 he started JDC – Jack Duncan Consulting, which is still in operation today. He developed and taught classes beginning with Service Managers University, as well as classes on optimizing inventory and more. During this time, Duncan also worked with NEXERA (BEI) and Digital Gateway on many projects. He estimates that he has taught approximately 350 to 400 students during his career, and still actively works with two dealerships.

September 10

Contract Management — Setup, Billing & E-view Management
Dondra Bott, owner, DB Consulting and Business Management

Join Bott as she shares her experience in contracts. She will go over best practices in setup and management of contracts, from reviewing the process before a contract is set up to contract setup and exceptions. You will also learn about the best E-view reports you can run and create to manage your contracts.

With more than 30 years of experience in the office technology industry, Bott brings a deep and well-rounded understanding of service operations, administration and business process optimization. She began her career in the service department, focusing on dispatch and inventory management, before transitioning into administrative roles where she supported contracts, accounts receivable, accounts payable and leasing.

Bott has worked across multiple business platforms, including Lacross, DDMS and OMD, and is highly proficient in e-automate. Her expertise also includes system conversions, notably migrating organizations from QuickBooks into e-automate.

In recent years, Bott has expanded her impact through consulting, helping small businesses maximize efficiency and fully leverage the capabilities of e-automate. Her work spans daily transactions, payroll, training, workflow analysis, identifying process improvements, implementing industry best practices, and automating procedures to enhance productivity and streamline operations.

Bott's extensive background and hands-on experience make her a valuable resource for organizations seeking to strengthen internal processes and elevate operational performance. She also serves as director of transactional accounting at NEXERA.

October 14

Month-End Processes — Streamlined & Simplified
Jason Plott, owner, XYZ Consulting

Month-end doesn’t have to be a fire drill. Join Plott as he shares practical strategies to streamline your e-automate month-end close, reduce manual effort and improve the accuracy of your financial reporting. Learn the key processes, reports and reconciliations that help top-performing dealerships close faster, identify issues sooner and gain greater confidence in their numbers.

Plott began his career during his senior year of college as an employee of e-automate (formerly Digital Gateway, prior to its acquisition by ECI). With more than 15 years of experience in the industry, he has served as an accounting manager and controller for Visual Edge, and CFO for Professional Document Solutions. Now offering consulting services, Plott specializes in virtual CFO support (ideal for smaller businesses that need expert financial guidance from someone with advanced e-automate skills without the cost of a full-time CFO), process analysis and improvement, advanced accounting support, and e-automate database cleanup. He also provides on-site consulting for clients who prefer in-person assistance. Plott holds a bachelor's degree in accounting from Utah Valley University and Brigham Young University.

November 10

Optimizing Your Understanding & Use of e-automate
Duane Walker, owner, DL Walker Management

This workshop will help users unlock the full potential of their system by exploring its complete suite of tools, add-ons and integrations. Attendees will learn how to enhance productivity, streamline workflows and improve overall efficiency through better utilization of e-automate. The session will also demonstrate how to leverage AI to analyze e-automate data, uncover insights and support smarter decision-making. Whether you are new or experienced, you will gain practical strategies to maximize the value of your platform.

Walker served as director of professional services at ECi Software Solutions, where he spent more than two decades helping office technology dealers and managed print providers optimize their operations. Now in private practice as an independent consultant, Walker continues to provide comprehensive help to BTA dealers for accounting, service dispatch, inventory and contract management, automated billing and real-time device fleet oversight. His depth of expertise gives Walker a unique ability to help dealers unlock the full potential of e-automate — turning it from a software platform into a strategic backbone for profitability, service excellence and growth. Whether working with small dealerships or large, multilocation providers, he understands the challenges and opportunities of scaling managed print and service operations efficiently.