This month’s panel share their thoughts on popular products and the key challenges facing the print and IT channel at the moment:
PrintIT Reseller: Which of the products/solutions/services you offer are currently most in demand and why?
Nigel Eaton, General Manager, MyQ: Right now, we are seeing high demand in two key areas, firstly cloud where there is an increasing number of enquiries from end-user organisations who either want to migrate their infrastructure to the cloud entirely or are looking for support to make that transition over a period of time. In both cases, MYQ is able to work with the resellers to ensure that the customer’s short- and long- term needs are met with both MyQ X and MyQ Roger.
The recent introduction of MyQ X V10.1 has been a major step forward
in being able to handle cloud-based document storage, retrieval and printing at the device, by making users more efficient, precious time and resource are saved, there are some very significant developments coming soon for MyQ Roger too but I cannot share those yet.
Secondly many organisations are in a transitional position in respect of both their printer fleet but also their wider document management, by working with our resellers to understand these needs we ensure that MyQ firstly develops our solutions to ensure we meet and exceed these requirements, but also by offering advanced document handing options on a device licence basis through our MyQ Ultimate solution, giving organisations powerful document processing capability only on those devices where it is required.
Ryan Mitchell, Print & AV Director, Westcoast: As we move back to a more traditional marketplace the asks from us have been in line with where we had invested. Our partners want the ability to lean on us to mirror them,
to provide services that can enable to them to focus on their priorities with confidence that their clients will receive the service they’ve contracted to. This offering can be as basic as storage space to completely outsourced operations. M&A has picked up momentum again, having the option to outsource services can help reduce their costs and increase their geographical reach.
An obvious learning has been, why try and sell printers to a print expert? Leveraging our internal experts, we have been able to introduce partners to potential new streams of revenue, just recently we held an event at the stunning Samsung KX space to introduce partners to AV and UC, the connected workplace and collaboration tools are a prefect add on.
Richard Wells, Head of Office Print Sales, Epson UK: The easy answer is all our products. This is due to the increasing priority around environmental sustainability and the reduced waste and CO2 emissions that inkjet is able to offer as an alternative to laser printing.
The demand is increasing thanks to Epson’s optimisation report, which can calculate a business’ specific financial, productivity, and ecological savings when switching to heat-free inkjet. Of all the solutions, the growth is being driven from our new WorkForce Enterprise AM-C range of A3 MFP devices, which offers mid-range heat-free inkjet at 40, 50 and 60 ppm, through a small footprint product, complete with inner and external finisher options. This mid-range market has previously been unfulfilled by heat-free inkjet printing, which explains the subsequent growth being driven by this new range.
Peter Lunn, UK Technical Lead for OpenMPS, UK, TD SYNNEX: Our OpenMPS service is really 
starting to gain traction with partners this year. We added the option to provide onsite warranty with full monitoring of devices towards the end of last year, and that has really added to its appeal.
The timing was good, because more SMBs in particular are now asking for a simple managed print service and OpenMPS makes it really easy for partners to meet their needs. It means that, combined with our existing installation and configuration services, partners can take a complete end to end service proposition to their customers.
In addition to that, we also see growing levels of interest for printers with refillable ink tanks and devices that consume less power.
Mark Webb, Head of Sales, UTAX (UK): Our A3 colour MFP offering continues to go from 
strength to strength. I think there are several reasons for this. This range of products recently won the best A3 Printer/MFP of the year at the PrintIT Awards; they are well priced and reliable with full integration to our U.FS (UTAX Fleet Services) fleet management system.
Dealers who use U.FS are reporting over 50 per cent of all issues resolved within minutes, via the cloud. In this world of tightening costs, U.FS is a real game changer for all dealers, allowing them to deploy machines in any geographic location, ensure their customers receive fast efficient service and at running costs their competitors just can’t compete with.
Throughout the supply issues experienced by the whole industry during 2022, we have successfully maintained good stock levels, enabling us to supply existing and new customers.
Miguel Rodriguez, Managing Director, SYNAXON Hub: Through SYNAXON Hub we offer the most popular and in- demand products and make it easier for our partners to access those 
solutions and take advantage of their popularity.
When we look at print devices, we see demand in two places. First of all, for simple entry-level devices that can be used for small office and home working. As we all know, there has been a scarcity of products for some time, but now that the supply chain is getting back to normal, we’re seeing that stoked-up demand being fulfilled. I think that will continue as well, as hybrid workers reconsider and upgrade their devices, and businesses also replace ageing devices with printers and MFPs that are more efficient both in terms of consumables and energy consumption. Buyers are definitely more conscious of running costs and the impact of print on their carbon consumption.
Jonathan Rogerson, Solution Consultant, ECI Software Solutions: Demand for ECI’s Printanista, e-automate and MobileTech software is driven by the benefits that these products can bring to an organisation – namely the ability to automate, centralise and condense business-critical information in a manner that is both processable and meaningful.
e-automate is ECI’s core ERP solution for managed office tech providers who sell and service copiers, IT, VOIP or other service-led office products. Able to provide a comprehensive set of tools for managing all aspects of a printing business, including inventory management, service management, billing and invoicing, and customer relationship management (CRM), it’s a one-stop-shop for a business looking to improve their efficiency and performance.
Our latest device management solution that seamlessly integrates with e-automate, and is currently gaining popularity, is Printanista. This cloud- based solution provides real-time monitoring and reporting of printer usage – helping businesses to optimise their printing processes and reduce costs. Printanista also offers advanced features such as predictive maintenance and automated supply ordering and automated meter billing, which helps to improve the efficiency of managed print operations.
Catherine Kennedy, Sales and Marketing Director, Intuitive: We have seen strong growth in 
demand for our print analytics dashboards, which take the data from popular print management solutions such as PaperCut and provide easy to use visual dashboards allowing users to easily analyse the data for cost savings, efficient use of their print estate and environmental visibility.
However, coupled with end-user print analytics, we have seen an upturn in demand as our partners are now using print analytics as a sales tool. Our new Intuitive DX dashboards allow our partners to leverage the power of print data to identify opportunities for digital transformation with their customers.
Michael Lloyd, CEO, Nuvola Distribution: We offer a number of products in
the comms space ranging from data collection and network monitoring through to numerous cloud offerings. The UCaaS market is very buoyant at the moment in particular around MS Teams. We provide a full ecosystem of products and services which complement an MS Teams environment such as contact centre, call recording and meeting room solutions. This enables channel partners to deliver solutions that integrate with Teams.
PrintIT Reseller: What do you view as the key trends driving decision makers’ buying habits and how can channel vendors take advantage of this?
Nigel Eaton: As a result of the pandemic, we are seeing a change to the usual “change everything at 3/5 years policy”. With the current financial crisis set to continue organisations are looming
to keep devices longer and especially those larger devices that have not yet delivered a return on investment due to them sitting idle during the pandemic. Here we are able to give MyQ resellers some advantages:
- MyQ Licences are vendor neutral so they can be used across any supported device, even if it is changed during the period of the contract.
- The unique MyQ user interface means that users in a mixed fleet environment only have to learn to use MyQ as their personal user interface will follow them on each device they use so no need to learn different systems and set ups.
- Subscription licencing: in a scenario where an organisation is in the process of fleet rationalisation and demanding contract flexibility, we can offer MyQ
on a monthly, annual or set term to give maximum flexibility and lower commitment. This has proven to be very popular with the rise in hybrid working causing organisations to be unclear on the size and scope of their printer fleet going forwards. It also allows partners to revisit organisations currently under contract who may have a requirement for a solution but lack the funds to pay for it in a single payment.
Ryan Mitchell: Sustainability is driving some really interesting conversations,
of course, there is always the risk of overwhelming and confusing the customer with so many different messages. My view mirrors Epson’s, it’s fantastic that everyone is addressing the emissions and investing in the future but we need to use less in the first place. The new AMC printers really support this, in fact we are looking into options to swap out our own fleet.
Richard Wells: Environmental sustainability is a trend that’s becoming more influential in buyers’ decision- making, and we’re seeing organisations become increasingly aware of the need to act more responsibly and choose devices that offer real consideration in a product’s lifecycle, beyond simply offering a tool for offsetting.
Products with longer life consumables, reducing packaging and supply chains, recycled materials in manufacturing, and offer second life placements, are pioneering the standard for high quality. Also, as hybrid and return-to-office working continues to pick up pace, there is an uplifting
role of the ’A3 printing hub’, where the increased demand for compact yet reliable devices with higher print volumes and finishing capabilities is being met by the new WorkForce Enterprise AM-C series.
Peter Lunn: There has been a move towards managed services for some time and we are now seeing that amongst SMBs as well as mid-sized and large firms. The trend has been accelerated by hybrid working and the skills shortage. Most businesses – especially smaller ones – don’t want to have to recruit and try to retain an expensive IT specialist.
It makes much more sense to hand that over to a trusted partner. From a partner perspective, offering OpenMPS is a great way of retaining and drawing customers closer.
The drive for businesses to be more sustainable is definitely having an impact on buying choices and we can only see that becoming more of an influence in both the B2B and consumer markets.
Mark Webb: Decision-makers are looking for trusted partners who can deliver value for money without jeopardising the level of service they receive. As a result of COVID and recent global product shortages there has been a shift in the priorities of decision-makers from the early upgrade of equipment, to letting it run to end of life. Subsequently, a lot of that equipment now needs replacing so there is some pent-up demand.
Decision-makers now realise that equipment needs longevity, so are looking for equipment that will still be operational five years down the line. They are now considering whether the supplier will still be able to service that device five years on, and whether the supplier can offer the added benefit of a full solutions portfolio.
In today’s market, the most effective way to achieve cost savings and efficiency is to become a full service provider. Those suppliers that invest in themselves to ensure they can deliver full solutions will see the most success.
Miguel Rodriguez: Hybrid working is probably the main driver for purchases right now – that and the combination of a desire to be more environmentally- conscious and energy-efficient with print, both in the workplace and the home.
SYNAXON Managed Workplace has been designed to meet exactly this need. It provides partners and their end-user customers with a complete desktop solution – with all hardware, software and managed services included, for a fixed-price subscription. It’s flexible and convenient and means there is no need to make any up-front investment.
Jonathan Rogerson: Decision-makers are constantly seeking new ways to accelerate business growth. To do this, they require tools that have been designed by experts with a rich understanding of the industry, to help them better interact with customers, measure and track success, understand revenue opportunities and – of course, eliminate unnecessary costs and errors.
Similarly, with the increasing threats associated with cybercrime, decision- makers are becoming more aware and concerned about data security. By partnering with an experienced supplier, such as ECI, the risks associated with running a managed print, copier, or IT service company can be mitigated. Suppliers should look to promote their experience and understanding of the threats that their target market is likely to encounter, as well as offering functionality such
as two factor authentication and data encryption if they are to win the trust of prospective customers.
Businesses are also becoming more conscious about their impact on the environment, with a growing number looking to deploy software that can help them to achieve their sustainability targets, either through reducing waste or cutting energy consumption. Alongside promoting the functionality of their software, suppliers should highlight their own green credentials, with decision-makers viewing this in increasingly high regard.
Like many other industries, artificial intelligence is rapidly gaining ground. Across the print and IT industry, AI is being used to automate printing processes, as well as to assist with customer service. This is a trend we are certainly keeping a close eye on to ensure that our solutions are at
the forefront of innovation. In fact, e-automate already includes advanced reporting and analytics features that leverage AI to help businesses analyse and interpret their data, as well automating certain processes, such as service ticket routing and inventory management – saving our customers time and money.
Catherine Kennedy: The two challenges that we see end customers facing are cost reduction/efficiency savings and staff retention. Businesses are looking to counter a range of economic pressures from cost inflation, a reduction in consumer spending, and pressure on wages due to cost of living demands. Margins are being squeezed and organisations therefore need to be more efficient. In terms of staff retention – using people for more productive tasks and removing repetitive paper- based processes from organisations to increase employee satisfaction.
These two trends create a requirement for channel vendors to diversify into new areas such as digital transformation. Traditional print contracts, like all legacy solutions are seeing margins squeezed. We need to offer innovation to our resellers and make it easier for them to sell new growth solutions around ECM and digital workflows.
Michael Lloyd: MS Teams has become a key player in the UC and contact centre space, this is giving opportunities for resellers, who previously would have kept away from comms, to take full advantage and offer that ‘full MS experience’ with the support and guidance from an experienced full services distributor, as we have a professional services arm of highly experienced and qualified engineers
PrintIT Reseller: What in your opinion are the key challenges facing the print & IT channel at the moment and how can you help?
Nigel Eaton: Personally, I believe the key challenges are based around the two key elements of change that we have seen in the past three years. The pandemic has led to a huge increase in hybrid working, it has also speeded up the move towards digitisation. Then in the last 12 months, rising inflation and utility bills have meant organisations are looking very hard at their available funding and some tough decisions are being made as a result.
This is what is leading to longer contract extensions, fleet size reduction and the drive for greater efficiency. The server room is now a target to cut costs and migrate to the cloud as long as this change continues to fit the needs of the business. Many organisations are also trapped with outdated and not fit for purpose solutions that they feel they cannot afford to replace.
MyQ has seen this situation developing and after discussions with our partners we have recently introduced strong new initiatives
to help resellers to target and gain business in this increasingly difficult marketplace, feedback so far has been excellent with lots of new opportunities identified.
Ryan Mitchell: Product saturation is limiting growth in some areas, certainly in accessories such as display and components. We have all enjoyed the boom in the market, but this is not sustainable. We are supporting our partners in identifying refresh opportunities from large historic deployments, providing them with upsell drivers.
Driving and connecting services, most are looking at this, but it requires a change in approach, Selling via OpEx is not the same as CapEx. Having the systems such as billing platforms takes investment. This investment was made via our Westcoast cloud division many years ago, it enables partners to bill seamlessly onto their customers.
In addition to this, our XAAS and FLEX portals allow partners to build out a quote, wrap in additional services, such as asset tagging, installations and even their own professional services. Once this is done simply apply their margin, a few end details and apply for an instant credit decision on financing over a selected period.
Richard Wells: There is always challenge and the last three years have shown just how uncertain it can be! This sense of uncertainty is, and will continue to remain for some time, and this in turn offers both risk and opportunity.
The risk comes to those not delivering innovation, adaptability, and focused only on maintaining a past that may never return, while opportunity comes to those ready to embrace the post- pandemic market where sustainability, productivity, efficiency and reliability are the fixed currency for success.
The compact, precise, and efficient innovation from Epson technologies, together with people that put planet before profit, is an operation I’m confident is leading the IT channel in the right direction.
A further challenge facing the IT sector, specifically the print industry, is consolidation and cannibalisation from some vendors maintaining market share through acquisition and direct sales in a shrinking market. There is a firm consensus from industry watchers that certain brands will disappear or merge in the near future and that does seem likely, whilst in the channel there is much activity from the larger resellers to grow installed bases to maximise revenues.
In such an uncertain world where competitors can often be those considered partners, Epson continues to offer a channel-only approach, ensuring resellers can collaborate with us and increase their chances of winning without fear of us quoting against them via either a direct salesforce or a vendor purchased reseller.
Peter Lunn: The skills shortage will continue to be an issue for partners
as well as their customers. We are helping by making the OpenMPS service available and easy to access and use – and by providing the unrivalled access to print solutions from top vendors, credit services and online tools and resources that they need to run their everyday business.
Mark Webb: Pivoting from a hardware supplier to a solutions partner. We have seen several of our dealers do this successfully over the past several years and they are the ones who are now flourishing. Our full solutions support package puts us in a great position to aid dealers in this transition.
The main challenge I believe is finding a partner you can work with, who offers a full portfolio of products whether it is hardware or solutions. UTAX have worked very hard to ensure we can offer this and work with our partners to enable both them and us to grow.
Miguel Rodriguez: The main challenge is increasing complexity due to the many different changes and new technologies that are enabling digital transformation. Hybrid working, the cloud, cybersecurity, the need to digitise and to automate – all of these trends bring significant benefits, but they have also made IT infrastructures and the management of IT systems and networks more complicated. Few reseller partners can do it all – most will need to call on the help and assistance of expert service provider partners, like SYNAXON.
We can help them address some of the most important areas where their customers need help – with our predefined and standardised SYNAXON Managed Services for example, by providing access to the most popular products via SYNAXON Hub and providing them with a comprehensive view of all the products available from all major distributors through our EGIS stock availability and procurement platform.
Jonathan Rogerson: Keeping up with emerging technologies is one thing,
but then integrating them into existing systems is a whole new challenge and one that can be expensive and time- consuming, making it difficult for small and medium-sized businesses to keep up.
However, year-on-year SMEs are becoming increasingly digitalised, investing in digital transformation projects and moving further away from paper-based processes that
rely on heavy print output. Therefore, opportunity for revenue growth in the managed print space is declining. In order to maintain profitability, dealers are now gravitating towards the managed workplace model, which extends to IT services, document workflow and process management. ECI has developed the tools to help customers seamlessly make this transition.
Catherine Kennedy: The key challenges we see are that print equipment margins are being squeezed, print volumes have not recovered back to pre-COVID levels, and customers are leaving a longer time gap between equipment refreshes. These factors all lead to decreasing revenues in the channel and drive the need to find new revenue streams.
We have made an investment in our new dashboards for digital transformation – IntuitiveDX which allow the print channel to use customers’ print data to engage with these new market opportunities.
In our experience, selling ECM and digital transformation solutions requires a different sales approach and engagement outside of traditional print decision-makers.
Using print analytics (from data that is already captured by end customers using print management software), our resellers can spot opportunities to improve paper-based processes through implementing digital workflow solutions and digital transformation technology.
Using this data can help to open up new conversations with different decision- makers, such as departmental heads in different parts of the organisation and to work with them to help transform their operations, increase efficiency and save costs.
Michael Lloyd: For the print and IT channel, the main challenge is stepping out of their comfort zone and having the confidence to discuss solutions and services which may be alien to them. With Nuvola coming from a comms background and offering the Teams- ready portfolio, we can stand side by side with these partners and discuss with the end-users the requirement and opportunities, without any investment initially, to assist them in keeping hold of their customers. As a distributor, our go to market is very clear and clean ,giving the comfort partners are looking for from a partnership.
