Cloud, Print Management and Warranty Fraud Education from the Canadian Services Meeting

It was a busy day at the Canadian IT Services and Support Community meeting, with a host of educational sessions, followed by hands-on workshop sessions to advance group initiatives. The day started out with a keynote on social media for business, generating a day-long discussion among attendees, followed by interactive sessions on cloud business opportunities, print management and an overview on warranty fraud issues.

Cloud computing is an attractive solution for businesses, whether small or large, and channel providers need to acknowledge the reality, and opportunity it presents. Google Canada’s Sebastian Scheiter shared several business practices and collaboration opportunities with those attending the Toronto event. Consumers want a similar experience at work as they do at home, so providing your business customers with advanced versions of applications they are familiar with saves time and frustration. The success of Microsoft and Windows is a great example.

Scheiter suggested that intuitive tools for enterprise are a natural extension of that premise; with the ability to search for information behind a business’ firewall (i.e. internal communications, email, files, and protected documents). In concept, it’s just an extension of web search that we all use each day. But the application server is a real business improvement tool that can be delivered and supported by the channel. That’s not the only opportunity for IT service providers with the cloud, but it illustrates the win-win-win between customers, channel partners and vendors. SaaS providers aren’t typically in the service business, so seek partners that can support and expand their markets and utilization. Are you getting a piece of the industry expected to reach $200 billion by 2013?

Another area of opportunity for service providers is print management and Gerry Skipwith, VP of Services at Compugen shared the business case and options with the Canadian event audience. Traditionally dismissed as a fringe or low margin opportunity for VARs and MSPs, the convergence of the print and traditional channels—as well as progressive programs from manufacturers—is shifting that mindset.  Very few businesses operate without print, and it is a large expense for many companies, so the providers that can reduce the expense and increase the capabilities for their customers have the ability to do well. The top manufacturers (Xerox, HP, IBM and others) have a vested interest and offer significant resources to their partners, including managed print programs and training to ensure success.

The office copier channel is following a similar convergence path, but many of those organizations are adding services that compete with the general IT channel and managed service providers. The shift from traditional large print devices to MFPs (multi-function printers) is forcing their hand, meaning the companies that service the machines in your customers’ offices may be coming after your business at some point. With the print decisions being shifted to IT staff, you have the ability to leverage them out, before they do it to you. Your proven record of supporting their internal tech team—or being the internal tech team—gives you the upper hand with a managed print service added to your portfolio. 

Before heading to group breakouts, Audrey Finot with HP discussed some of the industry ramifications of warranty abuse. When you consider that this issue costs the industry a small but tangible percentage of its revenue, it’s easy to see why it’s important to help eliminate the problems. Some examples of abuse schemes include adding coverage only when users have a claim to make, software license abuse, fraudulent claims and simple service abuse. 

The impact on business violators can also be severe; damaging their industry reputation, relationships, and legal liabilities. Diligence is needed from all to ensure that violators are reported, including customers and business partners, as well as outside forces. While it isn’t the easiest course of action, the benefit to the industry makes it necessary.