Print in the Channel - issue #9


Issue #9


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News You should know p6 Profile: Trade Copiers Everything is traceable p12 Epson Scanners Launch New range of compact scanners p16 Printing in Hospitality Opportunities for resellers p20 Cloud Printing Security is the key p28 MFP Security Keeping MFPs safe p32 People Moves All change p36 Canon uniFLOW Online Cloud-based print solution p38 Westcoast

Cloud printing is becoming more popular, with half of businesses expecting to fully or mostly manage printing via the cloud by 2025. Cloud Printing– p28

Printing in Hospitality – p20

Editorial Dan Parton 07941 979 845 dan@ Elliot Mulley- Goodbarne 07910 441 024 elliot@ Head of Sales Martin Jenner-Hall 07824 552 116 martin@ Publishing Director Justin Penn 07816 573 186 justin@ Written permission from the publisher is required before any part of Print in the Channel can be reproduced. © 2023 In the Channel Media Ltd.

Hospitality is a fast-moving industry and businesses in it need to be as fast and efficient as possible and printers are playing an increasingly significant role in achieving this, which means there are plenty of opportunities for resellers in this market.

Profile: Trade Copiers – p12

Sustainability throughout a business is increasingly key – so finding sustainable ways to dispose of devices such as photocopiers is important, and Trade Copiers’ clever process does just that.

Improving sustainability is important for many Sustainable Printing – p45

Alex Tatham heads West p43 Sustainable Printing Reducing paper usage p45 The Stockies The nominations p48

companies and reducing paper consumption

Published by: In the Channel Media Ltd Company registration number: 14363401 Registered office address 14-18 Heddon Street, Mayfair, London, United Kingdom, W1B 4DA In conjunction with:

Canon uniFLOW Online – p38

is something many look at to achieve this and there are some solutions businesses can implement easily.

With the rise of hybrid working, businesses are increasingly looking for cloud-based solutions for their printing, but also for wider workflow management, and this is where Canon uniFLOW Online comes in.



Speed and security The hospitality sector – among others – is still recovering from the pandemic and looking to increase efficiency wherever possible, and printers are helping with this, which means there are plenty of opportunities for resellers.

Sit in any restaurant or café around lunch or dinner time (or dinner and tea, depending on where you come from in the country) and watch the staff and you will see that many are rushed off their feet. While this is good news for the business – the hospitality sector was hit harder than most by the pandemic – it does mean that mistakes can happen, which can impact on efficiency and sales. Increasingly hospitality businesses are turning to printers to help increase accuracy and efficiency in their front-of-house and kitchen functions. Fast and reliable printers are the order of the day, with connectivity also becoming increasingly important, as are things like being able to print labels of different sizes or fonts. There are plenty of solutions on the market for this, and it is a market that is growing rapidly as competition is fierce in the hospitality industry and businesses look for solutions that can help them against the competition, which means there are plenty of opportunities for resellers. Read more on p20. Of course, a key part of printing solutions in the hospitality sector is that they are secure. IT security is paramount for all businesses today – its not a case of ‘if’ a business will be targeted by cybercriminals but ‘when’, no matter what their size. This includes the print fleet as they can be points of access for cybercriminals in a network if they are not properly secured. With the growth in popularity of multifunction printers (MFPs) comes the need to ensure they are secure, which also plays a vital part in keeping the wider network secure too. But keeping MFPs secure is a challenge, especially with the rise in hybrid working in the past few years. Again, there are plenty of security solutions on the market, so for resellers it is a case of reiterating the risks to customers and

Dan Parton

Every quarter we make an award for the best campaign run in the magazine. This quarter Kyocera has been chosen as the winner. See page 25 for more on the award.

ensuring that they invest in the right products for their needs. Read more on p32. Cloud printing is another growing market, and another solution where there have been concerns about security in recent years. Indeed, 36% of IT decision-makers said security was the top reason for not adopting it in a recent Quocirca survey. However, manufacturers have worked hard to address these concerns and ensure that cloud printing is as secure as possible. Explaining this, along with the various other benefits of cloud printing, is key for resellers to help businesses make that jump to the cloud. Read more on p28. As always, I hope you enjoy the issue. If there are any topics that you would like to see covered in a future issue, or you would like to get involved in the editorial in some capacity – I’m always on the lookout for thought leadership pieces, for instance – please email me at .

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Canon expands MAXIFY GX range

Canon Europe has expanded its MAXIFY range for office environments with a high frequency of customers with the GX6550. This front-accessible three-in-one printer offers versatile media handling, producing business-quality documents at speed – offering average savings of 90% on the total cost of ownership, thanks to high print volumes and refillable inks, according to Canon. The MAXIFY GX6550 fits into smaller areas like shelves or cabinet units. Its user-friendly 2.7” colour LCD touch screen and front- accessible, two-sided automatic document feeder means the GX6550 is convenient to use, enabling every business to build printing and scanning into efficient customer workflows. It is easy to check the print status with the translucent tray, even when the device is positioned with limited accessibility, such as under a desk. Its low running cost and huge page yields, with a 250-sheet cassette and 100-sheet rear feed, make it ideal for printing a large quantity of documents at speeds of 24ipm in black and 15.5ipm in colour. In Standard mode, users can print up to 6,000 sheets from a black

ink bottle and 14,000 from a single set of colour ink bottles. For even greater savings, users can switch to Economy mode, increasing page yield to 9,000 for black ink and 21,000 for colour. The GX6550 offers versatile media handling, providing businesses with the opportunity to create a wide variety of high quality, durable point of sale materials in-house. This includes invoices, rental agreements, menus, posters, envelopes and stickers. Users can even scan ID and insurance cards – the smart design negates the need to open the scanner fully – as well as print banners up to 1.2m in length. The pigment-based inks deliver documents that are marker, friction and water resistant. Enhanced security keeps the GX6550 safe on a network, while Wi-Fi allows cable-free printing from the Canon PRINT app, Apple AirPrint (IOS), Mopria (Android) and the cloud. It works with all major computer operating systems, including Mac, Windows and Chrome, and is compatible with Canon’s Auto- Ink Delivery service.

Brother launches market-first colour inkjet printer

Brother UK has launched a first-to-market multifunction printer as resellers move to support businesses wanting to produce high-quality signage and banners. The new MFC-J6959DW device is the first non-specialist, colour inkjet printer that offers firms a route to create visuals themselves, from sales banners to promotional signage. The model is fitted with an automatic cutting tool so large that photographic-quality banners and posters of up to 2.7m in length can be produced ad hoc and cut to a custom size. Brother says the device’s capabilities mean customers – including retailers, architects’ practices and schools – can save time and money by not needing to work with external suppliers. The printer is an addition to Brother’s flagship X-Series SMB inkjet range. It delivers print speeds of up to 30 images per minute, features a 250-sheet standard A4 paper tray, and the option to use the roll-holding tray as a 500-sheet standard tray letting the printer also handle a wide range of office printing duties. The inkjet model also offers significantly

faster first-page printing times than a colour laser alternative or full-size printing press, both of which take time to warm up. Devices can also come equipped with optional high- yield in-box supplies of up to 6,000 pages on black ink and 5,000 pages on colour, keeping users productive and printing for longer before needing to replace consumables. Like the other X-Series inkjet models,

Terry Caufield chief commercial officer



the new device features a 8.8cm LCD touchscreen for user operation, with wired, wireless, USB and NFC connectivity. “Resellers have a key role to play in helping customers drive down margins by boosting productivity and creating new efficiencies across their supply chains,” said Terry Caulfield, chief commercial officer at Brother UK. “In one versatile machine, resellers can offer businesses the option to create quality signage and displays themselves, on top of day-to-day paperwork tasks. “This will help retailers, for example, make the most of every second and every inch of their shop floor, and they no longer need to wait for suppliers to take advantage of sales opportunities, while chain stores can immediately react to signage shared by

head office. “We’re committed to arming resellers with the best solutions that can help their customers operate more efficiently and productively. This launch is a symbol of that commitment, with the new X-Series inkjet device complementing our comprehensive range of labelling machines for shop-floor pricing to shipping labels in the warehouse.” To coincide with the launch, Brother has partnered with signage solutions provider Shoppa to offer a three-month free trial of the Shoppa Go platform, which allows retailers to create professional visuals from a wide range of pre-designed templates.

Channel partners seek help from print vendors to support customer sustainability initiatives

The print channel is taking steps to implement sustainability strategies, with 71% reporting that they have some form of company sustainability strategy in place, according to Quocirca’s Channel Sustainability Study 2023 . The dominant driver for channel sustainability initiatives is to meet customer expectations (52%), while a quarter report that it is driven by a need to differentiate products and services and the same proportion say that their aim is to unlock new revenue opportunities. Meanwhile 69% of channel partners say customers are showing strong or moderate interest in sustainable offerings. The survey, undertaken among 114 channel companies, found that the industry is proving resilient to challenging circumstances, with 53% reporting increased revenues in the last financial year. However, with 51% expecting print volumes to fall in the year ahead, channel partners need to prioritise sustainability – looking at their own sustainability practices and providing support and guidance to customers. Currently, respondents estimate that an average of 12% of channel revenue derives from sustainability-led sales, but they expect this to rise to 22% by 2025. “Channel companies are clear about the potential they see in sustainability-led sales, with growing demand from customers,” said Louella Fernandes, research director,

Quocirca. “The challenge now is how to evolve their go-to-market strategy and messaging to resonate with customers and prove their credentials in what may quickly become a very competitive market. Support from vendors with tools and data is crucial if channel businesses are to demonstrate genuinely differentiated solutions and services backed by evidence of sustainable performance.” The research also found that channel partners need vendor support to capitalise on sustainability-led sales opportunities, with 39% of channel companies saying that sustainability criteria feature in some or all the RFPs they respond to, and 92% saying that customers are prepared to pay more for solutions with stronger sustainability, at least some of the time. Despite this, only 24% already hold accreditations related to sustainability (for example, BCorp, ISO14001, or CDP). A similar proportion (25%) are working towards such accreditations, leaving half lagging on sustainability certifications. The key areas of interest for customers are energy-efficient hardware, cited by 65% of respondents, long-life consumables and toner (35%) and minimum end-of-life waste (30%). These priorities are reflected in the topics on which channel partners most want support from vendors: clear and detailed metrics on product lifecycle impact (38%), help identifying ways to advise customers on saving energy across a print fleet (36%) and

Louella Fernandes research director



52% 25% 25%

NEWS Quocirca Print Channel Sustainability Survey, 2023


Do not have a sustainability strategy Are starting to develop a sustainability strategy Have a sustainability strategy with several initiatives Have a fully implemented sustainabilty strategy

21% of revenue 2025

29% 23%

12% of revenue 2023

Need for new growth areas


Product and service differentiation

Channel partners are seeing strong interest in sustainable products and services What level of interest are you seeing from your customers for sustainable products and services?

Channel partners see most customer interest in energy efficient hardware

Survey of 114 Print Channel Partners

65% 30% 35%


Energy efficient hardware



Long life consumables and toner

carbon footprint assessment tools (35%). Also important to channel partners is information from vendors to support 25% 32% Strong interest Moderate interest Little interest

print technology that is efficient, secure and sustainable throughout its entire lifecycle. Partners can address these requirements with sustainability assessments to support the modernisation of the print infrastructure – such as replacing legacy, energy-intensive technology with more energy-efficient devices, and solutions that minimise wasteful printing. By playing their part in the drive for sustainable business, supported by vendors, channel partners can attract new customers and gain a competitive edge.” 38% 36% 35% 33% 32%

Minimum end of life waste (products that can be recycled or reused)

No interest Don’t know


sustainability focused deals (33%) and financial deal support (31%). Only 20% of respondents say they are fully satisfied with the support they are receiving from vendors on sustainability. “Channel partners have a significant opportunity to add value to their customers who will be looking for advice and guidance to support their sustainability goals,” said Louella. “Customers are increasingly looking to acquire are fully satisfied with vendor support to drive sustainable-led product, services and solutions sales Training and certification Clear and detailed metrics on product lifecycle impact Help in identifying ways to save energy across fleet Carbon footprint assessment services Sustainability-focused deal support (Information) Sustainability-focused deal support (Financial) 20%

Channel partners need more help from vendors to support sustainability initatives

31% 0% 5% 10% 15% 20% 25% 30% 35% 40%

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Kyocera launches new ECOSYS and TASKalfa multifunction printers

Kyocera Document Solutions UK has launched five new high-performance workgroup A4 colour multifunction printers (MFPs) and two workgroup A4 colour single function printers. Six are from Kyocera’s ECOSYS series: the ECOSYS PA3500cx and PA4000cx, and ECOSYS MA3500cix, MA35000cifx, MA4000cix and MA4000cifx. The seventh is the latest addition to the TASKalfa suite of devices, the TASKalfa MA3500ci. These MFPs have been developed to meet the needs of busy workgroups, while ensuring consistent performance, low running costs, reduced energy usage and enhanced security. All the devices are delivered carbon-neutral as standard and incorporate Kyocera’s long- life ceramic drum technology to drive down total cost of ownership and help businesses embrace sustainable printing. The new devices can print at speeds between 35ppm and 40ppm, and all MFPs are equipped with dual scanning document feeders that allow for fast digitisation of documents, and two come as standard with fax functionality in addition to colour copy, print and scan functionality. The MFPs include a tablet-style easy-to-use user interface and allows for straightforward integration with document workflow solutions. All the devices feature Kyocera’s K-Level security, the company’s highest firmware level of security. Awarded the Keypoint Intelligence Security Validation Testing Certificate in 2022, K-Level ensures the printers have the best possible endpoint protection in place. “These A4 colour ECOSYS and TASKalfa printers and MFPs are the perfect fusion

of performance and security,” said Martin Fairman, group sales and marketing director at Kyocera Document Solutions UK. “Their launch means we add yet another suite of devices that are sold carbon-neutral as standard and have our top K-Level security onboard. “These new devices comply with the latest environmental standards, are ranked EPEAT Gold and have enhanced power management which reduces standby power in ‘Sleep Mode’ to just 0.5W. “Kyocera is known for its ceramic technology and long-life consumables. This makes our ECOSYS and TASKalfa

Martin Fairman group sales and marketing director


products incredibly durable and reliable, resulting in less waste throughout their lifetime. “The devices will meet a diverse range of customer needs and are ideal for workgroups of all sizes, in the private and public sector.”





TD SYNNEX hosts business insights day for students

TD SYNNEX gave more than 20 students from Garth Hill College the opportunity to explore the possibilities of a career in the technology industry by hosting a Business Insights Day at its Business Solutions Centre in Bracknell. The event was organised in partnership with local non-profit organisation, Learning to Work. The objective of the day was to give Year 10 students (aged 14-15) an insight into TD SYNNEX’s business, the role it plays within the wider IT industry and its culture and values. It also provided them with an understanding of the variety of roles and career paths that are available to them at the company and the IT sector. It was also an opportunity for TD SYNNEX to hear from future potential employees about what ‘a great place to work’ means to them. Simon Bennett, director enterprise software and cloud, UK, TD SYNNEX, said: “It was a fantastic day and a unique learning experience, both for the Garth Hill students and our own team. It was genuinely thrilling and inspiring to

see the energy and enthusiasm of these young people, and equally fulfilling to see and hear our co-workers sharing their experiences and positivity with them.” TD SYNNEX hosted the Business Insights Day as a way of encouraging students to consider a career in the technology industry and demonstrate that the sector is open to everyone “We wanted to inspire young people to look at IT as a potential career path,” said Simon. “To show them how unassuming and inclusive we are in our approach, and to emphasise that every role in our organisation is available to everyone, regardless of their gender, sexual orientation, or ethnicity, culture or background, and whether or not they have a visible or non- visible disability or neurodiversity.” The day consisted of a series of presentations and discussions led by different co-workers from all over TD SYNNEX UK. This was followed by a workshop in which the students presented their ideas and thoughts

Simon Bennett director enterprise software and cloud

on what makes a great workplace and working environment to TD SYNNEX.

Brother launches new MPS solutions

Brother UK has launched three new managed print services (MPS) solutions to enhance its support for resellers amid growing demand for print-as-a-service. MPS Essential, MPS Professional and MPS Enterprise are designed for the needs of different businesses, from small organisations with a single office through to complex multi- site corporations and make it simpler for reseller partners to sell contract printing. This launch is part of Brother UK’s strategy to deliver 50% of revenue through contractual sales by 2025. The business says the new offering will help it take advantage of strengthening demand, with 60% of print forecast to be delivered as part of a service in the next three to five years. The new offering guarantees that all ink and toner cartridges can be returned for recycling or remanufactured, meaning that zero waste goes to landfill. Greig Millar, chief revenue officer at Brother UK, said: “The launch will give partners straightforward, better-focused solutions to target businesses of different sizes and expand their revenue streams.”

MPS Essential is designed for small businesses with low volume print requirements. Flexible plans start from £5.78 per month, which provides companies with a printer, free servicing and automatic supplies replenishment. Brother will manage credit checks, maintenance of devices and consumables deliveries, making it suited to resellers selling MPS for the first time. MPS Professional is designed for SMEs with higher volume print requirements. Benefits include tailored user interfaces on machines, additional weekend and bank holiday maintenance support from Brother and on-site demonstrations. Customers can pay per page or build their own package based on their page volumes. MPS Enterprise is a bespoke offering for resellers servicing large corporates with complex printing needs spanning multiple locations. Benefits include specialist pre- sales consultancy for customers, ongoing optimisation of the service through a dedicated Brother account manager and full breakdowns on recycling and remanufacturing to support firms’ reporting on sustainability.



Konica Minolta announces new partnership

Konica Minolta Business Solutions (UK) Ltd has formed a new partnership with Paradigm Business Solutions. Launched early in 2023, managed print provider Paradigm Business Solutions has a mission to deliver the best technology and solutions coupled with hands-on support and a personal service for any size of customer – an ethos that synchronises perfectly with Konica Minolta. Paradigm Business Solutions was conceived and founded by directors Rob Carey and Rob Hewett, who both have decades of industry experience and expertise, including prominent sales and account management roles at Konica Minolta. “The print market is evolving so we knew Paradigm Business Solutions needed to offer something more than just traditional managed print,” said Rob Carey. “From our experience, we believe Konica Minolta offers the best and most reliable print products, and with its broad portfolio of scan and document management solutions it fits perfectly into what we want to offer to meet market demands.” Rob Hewett added: “Having both previously worked for Konica Minolta we follow the same values of putting customers

first, delivering what you promise and providing quality and value for money. Lots of channel resellers have been bought out since the pandemic and this can create a ‘revolving door’ of contacts for smaller customers. Paradigm Business Solutions is here to fill that gap by delivering a personal touch – Rob and I are here to speak to customers directly – which instils trust and ensures we provide a fully hands-on approach.” Paradigm Business Solutions was conceived to address what the founders saw as a noticeable gap in the market for accountability and consideration for even the smallest customer. Based in Southeast England, the company delivers managed solutions for single or multiple sites across the UK in any sector. Cameron Mitchell, business leader for indirect channel at Konica Minolta, added: “With a major trend towards consolidation within the channel and with many resellers considering their exit plan, we need VARs that are here to stay. Paradigm Business Solutions has seen a clear gap in the market for an agile and dedicated provider that can build real trust and has brilliantly grasped the opportunity.”

Rob Carey director

Rob Hewett director

Xerox provides remanufactured print devices for UCI Cycling World Championships

The Union Cycliste Internationale (UCI), the world governing body of cycling, along with Glasgow Life and CGI selected Xerox to provide devices certified to meet internationally recognised security and product sustainability standards and onsite support to the UCI Cycling World Championships, which took place in Scotland from August 3–13. Xerox supported the UCI’s essential print and copying services across the full championships, the world’s largest cycle event with 284 different teams and country delegations from around the world. Xerox also supplied a team of onsite engineering support staff and service delivery team from Glasgow and the surrounding areas. The devices were remanufactured near Glasgow at Concept, a Xerox Business Solutions company, in Clydebank, which

was recently awarded the BSI kitemark BS 8887-220:2010. The devices have earned Electronic Product Environmental Assessment Tool (EPEAT), Blue Angel and ENERGY STAR ecolabels. To realise the ambition of providing print technology with sustainability benefits to the championships, Xerox used onsite engineering staff to visit each device daily to enable optimum uptime through the event. Devices were configured to reduce power consumption through energy saving settings including reduced toner consumption in draft print mode to help lower the carbon footprint. In addition, Xerox provided FSC-certified paper having 100% post-consumer recycled content. “The UCI’s Sustainability Vision to make cycling one of the world’s most sustainable sports and promote the bicycle as a key transport mode in combating climate change,



improving population health and building a more sustainable future for all is fully aligned with our core values. Our appointment is a testament to our commitment to fighting climate change, and our journey to net zero by 2040 whilst helping to make a

positive difference on one of the world’s most pressing issues,” said Darren Cassidy, managing director, Xerox UK&I. Post-event, Xerox remanufactured all the printers at its Concept plant to extend the life and continue to promote a circular economy.

RICOH launches new Pro™ C9500

Ricoh UK is empowering commercial printers to expand revenue streams and enhance operational efficiency with the next generation RICOH Pro C9500 digital colour sheetfed press. The evolution of the RICOH Pro™ C9200 has been enhanced with performance improving technologies designed to elevate productivity and quality, while simplifying operations and expanding application opportunities. It has improved efficiency and automation while developing greater labour savings throughout the entire workflow. Collectively they support cost control, business expansion and free up time for other tasks. The flagship toner-based press has also been developed to enable commercial specialists to further accelerate their analogue to digital transition or confidently upgrade their Print on Demand-oriented digital capabilities. The newly developed RICOH GC OS (Graphic Communications Operating System) engine controller has introduced operational and maintenance management improvements. It includes a larger screen with an easy to use user interface and is compatible with external diagnostic systems and maintenance programmes. Users can access the printer from a PC or tablet, and settings can be remotely managed, saving time even in a multi-skilled environment where printing operators perform numerous tasks. Greater automation and operational efficiency are powered by the new Auto Color Diagnosis Unit that automates the three

Other features and enhancements include: l Improved media handling of paper between 40gsm and 470gsm with extended input and output options for media up to 1260mm l A new fusing system that allows media to pass smoothly through the fusing process whilst applying heat and pressure evenly to achieve high image quality on a wide range of substrates l New paper transfer unit to enable improved front to back registration l Improved 21.5-inch operator panel enabling the operation of applications in one place l New powerful Digital Front End options developed in collaboration with Fiery to support operational efficiency and effectiveness l Speed upgrade up to 135ppm via a productivity module that can be fitted post installation l Improved productivity with fast setup times delivering maximum uptime l New finishing options with the GBC StreamPunch Plus for inline creasing and perforating and the Plockmatic Crease Trimmer unit for top and bottom trimming and creasing. “I believe the launch of the new Pro C9500 represents a leap forward in the evolution of production technology and is designed to enable print providers to expand their production reach,” said Simon Isaacs, national director, Ricoh UK Graphic Communications Group. “Its capabilities will enable our clients to maximise their business effectiveness and return on investment through a range of value-added software options, including RICOH TotalFlow Supervisor™, RICOH TotalFlow Production Manager and RICOH FusionPro.” The RICOH Pro C9500 is available to order in Europe, Middle East and Africa from September. It will be demonstrated during the exclusive Ricoh Print Evolution Live event in Telford on 3-4 October.

Simon Isaacs national sales director

critical inspections in commercial printing: quality, registration and colour fluctuation. It delivers improved inspection accuracy; while there is now greater efficiency post inspection with automatic reprinting and purging functions, and the setting procedure is now easier to operate with seven detection levels to choose from.

RICOH Pro C9500



Trading up Sustainability throughout a business is increasingly key – so finding sustainable ways to dispose of devices such as photocopiers is important, and Trade Copiers does just that. But behind the successful business is a clever process that ensures everything is traceable and means Trade Copiers is set for a promising future.

For many businesses, sustainability is increasingly becoming key – not just in how they conduct their business, but throughout their supply chain and product lifecycle – which can be demonstrated to customers of businesses they are working with. No longer can a fleet of photocopiers be replaced and just sent to landfill, as in years past, now they need ensure they have a life after their first deployment. This is where Trade Copiers comes in. Trade Copiers, which is based in Penrith, takes used photocopiers, wipes their data, prepares them and then sells them on, be it to the UK or overseas. “We think that every device we export is one machine saved from landfill,” says Mark Gemmell, Trade Copiers’ head of sales and operations. “We consider ourselves an extremely sustainable business. A lot of the devices would end up in the ground or being reused potentially as a raw material. By finding a second life for it, it is doing the right thing environmentally, which is important. “Businesses want to see that sustainability is in your overall business model and business culture. Because of our services, we’re able to offer clients an opportunity to do that. If someone’s looking to obtain a specific ISO or an industry award, sustainability is key and our entire business model provides that service for a lot of clients in areas that they’re just unable to fulfill themselves.” It is a business that has boomed in recent years. During COVID, and the disruption that bought to the supply chain, it drove the demand for used copiers up, along with prices. “It made for a really competitive and exciting market for used products,” he says. “That bubble was never going to last and although we had a record-breaking year last year, the bubble has somewhat burst as the supply of new devices has become more sustainable and consistent. So while demand for used devices isn’t quite as high as it

was, we’re still finding the market extremely buoyant. But rather than customers fighting over the stock that we have, our salespeople have had to go back into selling mode and ensure that we are offering all our inventory to the right people. “On average, every copier that arrives stays in stock for less than 30 days. We’ve got two huge facilities in Penrith, but they’re constantly full, so we have an obsession about age stock and stock turn. If we’ve got a copier that’s been in stock for longer than average, it’s being reviewed daily because for every day it stays effectively it’s costing us money.” Export market About 95% of what Trade Copiers sells goes to export, says Mark. “We only sell the very cream of the crop back into the UK and we still see strong demand for that product despite the availability of new devices and the willingness of people to now do deals. “But we know that the demand is there for copiers because of the amount we’re buying. We’re still buying 40-45,000 devices a year and most of them are from dealer groups that have been in end user sites. As long as that number remains buoyant, we know that people are having their copiers replaced. So that would give us an indication that it’s a very strong market.” Trade Copiers’ process is simple. They generally collect used devices from a dealer – perhaps that has completed a rollout of new

Mark Gemmell head of sales and operations

We know that

the demand is there for copiers because of the amount we’re buying. We’re still buying 40-45,000 devices a year and most of them are from dealer groups that have been in end user sites.



If any of our clients ring me and ask for a serial number of photocopier from three years ago and what happened to it, I can tell them exactly what happened to it with a few clicks of a mouse. That makes us very different to our competitors because it breeds “

copiers to a customer – and bring them back to their facility. The copiers are in batches, with a barcode. A tester will then scan the barcode, which loads the information onto Trade Copiers’ bespoke system. The copiers will then have any physical GDPR data, labels etc taken off, before they go through a robust data erasure process. Bespoke system “We go through secure data destruction,” Mark says. “We offer various levels of that, depending on the client’s requirements. Our system, the CAS – Copier Analysis System – which was built in-house from scratch, is clever: the tester will scan the barcode that the device came in on and that client’s preferences are saved on it. For example, it may say they want a certain level of data security, and the device can’t then be resold into the UK. “The preferences are pre-populated, so we know specific information, for example that it can’t go back into the UK. The data gets wiped, the machine gets fully tested, we fill out key measurements from the device and then add it onto our online stock system. It’s then given a unique number, so it goes from a batch number to an individual number, it’s wrapped and then added to our stock. “Then the sales teams can then see that device in stock. So when they’re building an order, whether it’s one device for a company or it’s 10 containers for an exporter, they can then allocate that device depending on the requirements of the customer. Each device has a passport, if you like, so we can see when it

was bought, who bought it, how much they paid for it, what the customer’s requirements were, when the data was wiped, who wiped it, what happened to the hard drive, how long it was in stock, how much it was sold for, who it was sold to, when it was shipped, what container ship it was on and what date it landed in whatever country it was going to. “That is really attractive to our clients because we all have an ever-increasing environmental responsibility and this allows them to know that each device, from a data security point of view and also an environmental responsibility point of view, is going where we say it is. “Then if any of our clients ring me and ask for a serial number of photocopier from three years ago and what happened to it, I can tell them exactly what happened to it with a few clicks of a mouse. That makes us very different to our competitors because it breeds trust, it’s fully transparent. Every machine goes through the same process, and it allows us to report back with integrity. “While we spend a lot of time putting information into our system, the value of the intelligence it provides us at the back end far outweighs that. And that’s why we’re so meticulous with everything that goes in. Every inquiry into the business, whether it’s a purchase or a sale, is logged against a customer profile, their desired models, their desired pricing. Because when we run a report, we can then see what driving models are. So even if someone doesn’t conclude a deal, their requirements are still logged so we can look at trends of product and price.”

trust, it’s fully transparent.





performance must be agreed with everyone. But once you have a target and then departmental targets and individual targets, if people know exactly what’s expected of them, they take responsibility for that and then they don’t need a manager constantly badgering them to perform because they’re empowered to achieve on their own with people in senior positions providing guidance and encouragement rather than policing performance.” Reliability Another key to Trade Copiers’ success is reliability. “It’s about telling a customer that if you’re going to be at their warehouse at 9am on a Tuesday morning with two artics to collect the stock, you make sure that you’re there at the date and time promised. Pace is an issue for most people and because we have a very large fleet of HGVs, we’re able to move resources to ensure that our customers can rely on us. “If you let someone down, it spreads like wildfire. We’ve got a lot of big clients that are good ambassadors for our company that share that they work with us because we’ve built up these great relationships. We don’t actively market for new customers, a lot of it is built on reputation and word of mouth.” Future After the success of recent years, Mark says the focus for Trade Copiers is on consolidating their growth and continuing to grow organically – unless a strategic opportunity presented itself. “The biggest thing we’ve done in the past few years is increase market share,” he says. “And to do that, we’ve had to manage our reputation and make sure that our service is as good as we say it is. “The plan for the next 12 months will be to refine the growth that we’ve had. We want to make sure that our level of service is maintained after the growth that we’ve had, and then I will probably sit down round the table again with all the internal stakeholders and build the next strategy. Because growth is two steps, you grow, then you refine, you grow, then you refine. If you grow, there’s no guarantee that the process that was working today will still work tomorrow because with growth comes new challenges. We’ll take the next 12 months to refine our processes and then we’ll go for another growth spike, if appropriate.”

Trusting to perform Indeed, Mark is fastidious about the data logging, and expects all team members to be. While he says he is generally relaxed and pragmatic in his leadership style, he does insist that data is logged correctly. “It’s the human element where the process can potentially fall down,” he says. “The integrity of the data is compromised if we’ve missed an inquiry that’s not taken into consideration.” This isn’t just about sales – it is about those enquiries that don’t lead to a sale too. “In a position of leadership, you can only influence the people that aren’t buying or aren’t selling,” Mark says. “Although I love to see business getting done, I’m not that interested in the computer system showing me what deals have been concluded every day. I’d rather look at the people that we haven’t transacted with because I can get involved in those and I might be able to make an impact there. It’s people trusting that they can put 10 inquiries on, but no deals that day, and are not going to get a telling off for it, because it’s important that we understand why those people didn’t make a deal with us, so we can try and influence it more positively next time. “If you have a culture of fear, then people will be reluctant to share that with you. The system only works if the people are in the right mindset and the right culture exists. We have that now, but it took several months to get us there. “It’s about celebrating success and trusting people to perform to an exceptional standard. And our team has done that for several years now. And we can only do that by breeding confident and empowered people and trusting them to use their own intellect to go out and hit objectives. Now, they have very clear objectives, and the level of

It’s about telling a customer that if you’re going “

to be at their warehouse at

9am on a Tuesday morning with two artics to collect the stock, you make sure that you’re there at the date and time promised.



Cloud Printing

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Supporting the digitalisation process

Epson’s new compact desktop scanner range has been launched to help businesses on their digital transformation journey, and employees to make quality scans wherever they are working.

Digitalisation is a priority for many businesses as they seek to take advantage of the benefits of working in the cloud, especially fitting in with hybrid working arrangements. A crucial part of digitalisation is ensuring that electronic versions of physical documents can be made and then shared. To this end, Epson has recently launched four new compact desktop scanners, the DS-C330, DS-C490, ES-C320W and ES-C380W. These scanners aim to support the digitalisation process and address new office challenges triggered by hybrid working – such as shared workspaces, smaller offices and reduced desk space. “Scanning continues to be a significant priority for Epson’s ongoing development as an imaging technology leader,” says Kevin Dobson, product manager at Epson. “The new Compact Desktop Series enhances Epson’s ability to support digital transformation in an increasingly competitive digital economy and aligns with Epson’s corporate purpose of ‘creative, efficient, compact, and precise innovation to enrich lives and help to create a better world.’ “Scanning is not only the first point of entry for paper in the digitisation process, but Epson’s document capture capabilities allow businesses to digitise workflows across different departments to save time and money. Epson’s latest Compact Desktop

most suitable media path, according to Epson. Using a simple lever feature, these scanners can easily transition from a U-turn media path to a straight media path delivering more flexible media handling to support a wider range of documents; from passports to long- form paper formats at speeds ranging from 30-40ppm depending on model. Wireless scanning is possible on the ES- C320W and the ES-C380W, and the inclusion of Epson ScanWay with the ES-C380W means users can use the product as a stand-alone solution, progressing scan and selecting workflows from the product’s touchscreen panel, removing the need for a PC. Users can scan to popular cloud-based services including OneDrive, Sharepoint online and Microsoft Teams using Epson Connect. All models include a range of image and text enhancement technologies including optical character recognition processing, features to protect documents and to simplify destination or workflow selection. “This range is primarily aimed at front-of- house and reception desk environments within hospitality, pharmacies, post offices, banks, customs offices and car hire companies,” says Kevin. “These are sectors with competitive standards for digitalisation, and an active document workflow environment, making this range ideal due to its mixed-batch scanning capabilities that relieve the pressure from office

Kevin Dobson product manager


Series is the perfect addition to any digitisation process where compact product design and ease of use are key factors.”

Reduced desk space demand The new scanners significantly reduce demands on desk space and allow users the versatility to choose the


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