The Death of RPA: From Managed Print Services to Intelligent Automation

Reading "RIP to RPA: The Rise of Intelligent Automation" by Kimberly Tan has been a lightbulb moment—a new way to see the Managed Print Services (MPS) platform. Tan’s insights on how AI is replacing traditional labor-heavy tasks with intelligent automation struck a chord. MPS has long wrestled with the repetitive and manual, but imagine if we could take it beyond managing print jobs to actually reshaping entire document workflows. 

3D "Printers" - More Than Meets the Eye

Spooky, the kid is a table.

Digitally Remastered from 2010.

Let's cut to the chase. 

When most of us hear "3D printer," we don't think of a printer; we think of the replicators from "Star Trek." Yet, during a visit to one of the top design schools in the world (and a current client), I stumbled upon a machine using an Epson printhead to do just that.

Surprisingly, I found myself interrupting someone's lunch to get a tour that included this technological marvel nestled beside the woodshop. My curiosity skyrocketed. Without any previous exposure to 3D printing, I bombarded my impromptu guide with questions about how it works and its use by students.

The first thing that caught my attention was the term "printing" used to describe the process, and second, my guide's charm didn't hurt either.

My last campus visit was decades ago, focused on engineering and business, far from the art world's embrace. Yet, here I was, stepping into Otis College of Art and Design in LA, my curiosity piqued.

Business Matters

Summary of ECS 2024 - Ai

By GRW_GPT

“Implementing AI is going to shrink jobs...you’re going to see legislation that can fundamentally change how you are using AI in your business and what the future possibilities are.” - Joe Brunsman of The Brunsman Group

What You Will Know After Reading:

1. AI as a Central Theme: AI dominated discussions at ECS 2024, highlighting its increasing role in shaping the future of office technology.
2. The Importance of Managed Services and Diversification: Insights from leaders like Frank Cucco and John Hey underscored the need for businesses to innovate and diversify, particularly into managed IT and cybersecurity, to remain competitive.
3. Veterans' Value in the Tech Industry: The summit spotlighted the significant contributions veterans can make to the industry, encouraging companies to embrace their skills and experiences.

The Resurgence of Managed Print Services: A New Dawn?

I've been asking this for over a year now, "Is MpS is back?"

Surprisingly, dealers and salespeople have been telling me their Prospects are asking for managed print services. Prospects have a definition of managed print services, see a need and are actively seeking out providers.  

Not like the old days.

MPS is not merely surviving; it's thriving and adapting in ways that promise a brighter, more efficient future for businesses worldwide.

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​​.

📑OTT This Week: AI-Boosted Copier Sales and M&A

October 19, 2023 – Office Tech Tap Newsletter

Ready to rethink what office tech can do for you? This week’s Office Tech Tap Newsletter is your guide to the future, exploring everything from the transformative role of AI in copier sales to the changing dynamics of Mergers and Acquisitions in the industry. We also delve into the fast-paced world of Managed Print Services, where the paper may be folding, but innovation is unfolding. Your feedback is our North Star, so dive in and let us know your thoughts. 🌟🧭

• 🤖💵 Time is money, and AI is your new cashier: In the realm of copier sales, AI is not just a tool; it’s a game-changer. By automating tasks like lead scoring and follow-ups, AI frees up sales reps to focus on relationship-building and closing deals, ultimately boosting efficiency and revenue. Read the full article here.
• 🔄 The Copier Dealer M&A: Dancing Through Office Tech’s Shifting Sands Mergers and Acquisitions in the copier industry are evolving. It’s not just Original Equipment Manufacturers acquiring dealers anymore; dealers are becoming the acquirers, leveraging their economic positions for growth. Read the full article here.
• 🔄 Mind the Gap: AI’s Adoption vs. Training Conundrum – Ricoh. Ricoh’s article highlights the widening gap between AI adoption and essential training in the managed print services sector. This gap is not just a hurdle; it’s a liability and an opportunity for differentiation. Read the full article here.
• MPS – 🖨️ Deep Dive: MPS From Cloud Highs to Market Tides The Managed Print Services landscape is ever-changing, driven by cloud-based solutions and market dynamics. This article serves as a roadmap for providers to not just survive but thrive in this dynamic sector. Read the full article here.

Your feedback is invaluable to us. Navigate through this week’s insights and let us know your thoughts. 🌟🧭

Subscribe Today!

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?

Do You Know Jake, the Managed Print Services Selling Professional on the West Coast?

Jake's Odyssey: From Midwest Dreams to Silicon Valley's Vanguard of Managed Services

Jake's journey began in the heartland of America, amidst the golden fields of the Midwest. There, life was simple, and dreams were often tethered to the horizon one could see. But Jake had always felt the pull of something greater, something beyond those fields. So, with a heart full of dreams and a suitcase packed with ambition, he moved to California, the land of innovation and opportunity.

In Silicon Valley, Jake's first foray into the professional world was as a copier sales representative. The copiers, once symbols of innovation, now felt like relics of a fading era. But as the digital age surged, Jake felt adrift, yearning for a new direction.

One transformative evening, Jake chanced upon an article on thedeathofthecopier.com. It wasn't a lament for the past but a beacon to the future, emphasizing the power of Managed Print Services (MPS) and the art of storytelling in sales.

But it was an article from The Imaging Channel that truly resonated with him. It spoke directly to the newbies in copier sales, like Jake, highlighting the potential future in the industry. The article emphasized that while many stumble into the copier industry almost accidentally, it offers invaluable lessons that are universally applicable. It underscored the importance of commitment, curiosity, setting realistic quotas, and above all, authenticity.

AI Will Replace Millions of Sales Professionals: "Anyone Telling You Different, Is Selling Something"*

Sidebar: AI will first eliminate Purchasing Agents.

Greg's Words:

One day, much sooner than you can imagine, your past prospects will incorporate an AI Agent to help them, "...optimize their existing business processes and workflows..."

One day, much sooner than you can imagine, your past prospects will build their own "...trusted advisor..."

One day, much sooner than you can imagine, your prospects will revel in experiencing sales without ever speaking to or meeting with You.

One day, much sooner than you can imagine, organizations that build technology solutions, hardware, software, consulting and advisory services will incorporate an AI Agent to communicate and manage, "...the customer experience and selling journey..."

One day, much sooner than you can imagine, providers of IT and Office Technology will have a team of AI Selling Professionals who work 24/7, never get sick, never get emotional, and exceed quota, every single month.  

Over time, quotas will go the way of the typewriter.

Crossroads: The Future of Managed Print Services

The Managed Print Services (MPS) industry is at a pivotal moment, facing the need to evolve from a hardware-centric model to a more holistic, software-driven approach. A recent article from The Office Tech Tap delves into this transformation. 

Companies like MyQ are pioneering this shift, offering cloud-based platforms that integrate with existing IT infrastructures. The industry is also grappling with a disconnect between IT decision-makers and office workers regarding the future of print. 

MyQ’s Digital Workplace Assistant is a shining example of this evolution, going beyond mere printing to offer advanced scanning workflows and secure cloud-based document storage. Adding another layer to this complex landscape is the growing emphasis on sustainability. 

The choices made by the MPS industry today will undoubtedly shape its future. Will it hold onto its hardware-centric past or embrace a software-driven future? The article offers valuable insights into these pressing questions.

Deep dive, here.

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.

_________

"Space, The Final Frontier of Copier Sales"

 

- by James T. Kirk, Captain of Starship Enterprise

Navigate the Universe of Copier Sales - Propel Your Sales Career to Stellar Heights

Stardate 9678.3. 

Over a glass of Saurian brandy in the lounge of the starship Enterprise, I found myself engaged in lively discourse with a few dealers and sales personnel about the current trajectory of sales and trading across this vast quadrant of space.

"...they(your prospects) entrusted me with the responsibility to generate a scope document, examine vendor proposals, participate in sales conferences, provide feedback on candidates, and oversee the implementation of the chosen solution..."

It was like a temporal loop - similar conversations had taken place light years before.

For more than a decade, I have been heralding change, echoing through the cosmos to dealers and original equipment manufacturers about the course ahead. It isn't about creating patterns of light on a page, or the latest software from the Daystrom Institute. The route to successful selling lies in the wisdom of our ancestors:

• "I seek to be your trusted counselor."
• "We must trade solutions."
• "We need to heed the needs of our customers."

________

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.

 ________

"The Things We Think And Do Not Say." Selling Copiers & Technology.

As management urges for higher productivity, AI and automation emerge as key allies in the modern workspace.

For decades, we in the copier industry have been telling prospects our hardware "increases productivity and reduces costs". 

We lied. 

Well, we defined the narrative to fit our mission of selling 10 copiers a month. (or whatever) 

The world is increasing productivity and reducing costs through more efficient workflows - and if you are simply selling copiers, printers, or MpS, they are doing it without you and viewing your relationship as a target for cost reduction. 

AI eats workflows 24/7 and will decimate everything from middle management to the C-Suite.

________

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.

________

gap intelligence Announces Partnership with Greg Walters, Inc. on The Office Tech Tap

– Top executive will lead new office technology newsletter –

SAN DIEGO, CALIFORNIA – December 5, 2022 – gap intelligence and Greg Walters, Inc. have formed an alliance tasked with bringing relevant content to providers and users of office technology.

The Office Tech Tap newsletter informs, educates, and inspires users, providers, system integrators, and decision-makers on business technology, work, and life (subscribe here).

“We’re excited to partner with prolific writer, frequent speaker, and hyper-charged freelancer, Greg Walters,” said Gary Peterson, gap intelligence CEO. “Bringing his unique and provocative view on selling technology to the masses is a big win for everyone in the business of selling to businesses.”

2023 Predictions - "After The Fire, the Fire Still Burns"

Past and Future According to Greg Walters

Here we go...

Upon an ocean of auguries and reflections, my contrarian tendencies pull me into ignoring if not despising each "end of the year" account and "predictions for next year".  So many articles and pontifications - it's stifling.  

Who needs it? 

Well, low and behold, I've surrendered to the waves, to the Fire.  Here is my contribution to the deadwood of 2022 and the albatross of 2023.

*SPECIAL NOTE IF YOU WANT TO SKIP TO SEE YOUR FUTURE SCROLL ALL THE WAY DOWN TO "Artificial Intelligence" becomes simply "Intelligent".*

Greg Walters, Inc./DOTC & All Associates Reignite Relationship

 The DOTC Office Technology Partnership Ecosystem Expands R&D Division

Plotting the Data-Based Course Into a World Without...

Our crack team of researchers, data scientists, investigators, and web-surfers have been enhanced - dare I say, 'augmented'.  

We've rekindled an alliance with a company known by the biggest players in the industry.  Their computational analyses comprise more than 1,000 variable elements and scientific approach has been referenced in thousands of client engagements. 

I've worked with All Associates Group on many projects from Mayo to Mission Health - indeed, back in the IKON days, their analytical engine was available to every salesperson in the company.  The cream of the crop professionals engaged the tool often, with resounding results.

Stop saying you're going to save customers 30% in print costs.

Week 5, May 13- #WFH, #AI, #MPS

This week, we've reached the saturation point when it comes to "work from home is here to stay" content. As more folks are getting back to an office of some sort, the meeting room is being redefined, and businesses that evolve with an adaptive workforce own the future.

Read the rest, here.