Busted Bingo Cards: After a Crazy 2024, What Will the New Year Offer?

Anyone who came remotely close to predicting some of the watershed events of 2024 should give up their day job and start playing the lottery. When it comes to random games, the year that just concluded offered a winning bingo card combination that couldn’t have been imagined. And frankly, after hearing about pandemic and supply chain woes for a four-year stretch, the year’s developments provided a breath of fresh air.

2024 was certainly the Year of the Manufacturer, from the FUJIFILM-Konica Minolta pact to Fuji’s U.S. market foray and Katun Corporation’s distributor-turned-A3-manufacturer evolution. On the latter count, Katun didn’t give up its distro day job. Have we seen the last of this deck shuffling? Probably not.

Will a Marco-DEX Imaging merger on the dealer side be the jaw-dropper of 2025? Probably not, but it’s always fun to speculate about the possibilities. Even better when someone else does it. We have 21 of the industry’s most prominent figures offering their 2025 crystal ball forecasts for your consideration. If 2024 is an accurate gauge, another wild and eventful year could be on the horizon.

Old-fashioned growth is in the cards for 2025 as industry players focus on simplifying operations, working smarter and growing profitability, notes Kuoying Wang, CEO of Katun Corporation. As the pandemic is now a distant, unpleasant memory, the new year can serve as a stabilizing force, enabling dealers to focus on growth.

Many OEMs have since diversified their supply chains to be prepared for such changes, so it will be interesting to watch how this impacts ASPs for print hardware and further increases with supplies and parts.

– Monte White, Distribution Management

Considering the supply chain headaches borne of COVID, new administration policies could put a damper on full-fledged growth. “Dealers will likely assess their organizations, identify their strengths and concentrate on their core competencies,” Wang said. “Additionally, I expect global companies to pay close attention to potential tariffs on imports entering the U.S. and explore strategies to mitigate risks to the global supply chain.”

Trump Card

Given President Trump’s vow to increase import tariffs by as much as 60% or more on Chinese goods and 10%–20% for other U.S. trading partners, there is significant concern regarding another inflationary hit as those increases are passed on to consumers and businesses. Monte White, vice president of merchandising for Distribution Management, anticipates businesses will experience some degree of pricing pressure.

“Many OEMs have since diversified their supply chains to be prepared for such changes, so it will be interesting to watch how this impacts ASPs for print hardware and further increases with supplies and parts.”

Areas such as label/receipt printers, managed print as a service (MPaaS) and cloud software will become a necessity rather than a nice-to-have.

– Jim Hawkins, Toshiba

On the flip side, many observers are encouraged by the president’s return, believing it will have a salutary impact, particularly for businesses. Sharing this bright outlook is Hunter Woolfolk, co-president of DOCUmation in San Antonio.

“There’s now an optimism for a strong growth year fueled by lower inflation and decreasing interest rates, creating a more favorable environment for businesses to innovate and adapt in this evolving landscape,” he said.

The days of dealers relying almost exclusively on core print technologies are quickly dwindling, as they’ll need to shift their offerings to more comprehensive, value-added services, notes Jim Hawkins, vice president, sales operations and TBS Latin America for Toshiba America Business Solutions. With hybrid and remote work environments continuing to proliferate, he sees increasing demand for integrated solutions combining hardware, software and managed services.

“Areas such as label/receipt printers, managed print as a service (MPaaS) and cloud software will become a necessity rather than a nice-to-have,” Hawkins said.

Businesses seeking to drive efficiencies in a distributed workforce will continue to dictate investments in technology. Jim Coriddi, chief dealer officer, U.S. dealer division for Ricoh USA, believes several drivers bear watching.

“Software and services designed to improve workflow and collaboration, as well as the greater adoption and practical integration of artificial intelligence—coupled with human touch—will provide new opportunities for growth,” Coriddi said. “With Gen Z now comprising nearly 30% of the workforce, adoption of technology to support work/life balance will also be critical to attracting and retaining new hires.”

With Gen Z now comprising nearly 30% of the workforce, adoption of technology to support work/life balance will also be critical to attracting and retaining new hires.

– Jim Coriddi, Ricoh

Much of what 2025 holds in store for the industry is dependent upon the path followed by the U.S. economy. Pre-election, there was much talk surrounding the likelihood of a recession, notes Joseph Dellaposta, owner and COO of Doing Better Business in Altoona, Pennsylvania. If it reaches fruition, he believes there will be a significant impact on the SMBs the dealer serves.

“If inflation stabilizes, interest rates decrease and the overall economy improves, the effects will be positive, making it easier to grow MIF and clicks,” Dellaposta noted. “Predicting 2025 is challenging, especially given the uncertainties domestically and globally, including situations in the Middle East and Ukraine.”

Wave of Future

Artificial intelligence (AI) solutions have dominated the industry in recent years and show no signs of receding. AI’s wide reach includes the need to provide data and printer usage statistics for business insights and will become essential moving forward, according to Jacob Hardin, product manager, Professional Imaging for Epson America.

“With AI and data analytics driving decision-making across various industries, end-users now expect the same level of innovation and insight from our industry,” he said.

While AI technologies have become a part of everyday lives, the role they’ll play in business remains fluid, notes Brent Martin, director of marketing for ARLINGTON. Certainly, what it looks like now may appear starkly different in five years.

“How that finds a home in document management and print will be interesting to follow as the industry evolves and develops new solutions,” he added.

AI’s penchant for enhancing efficiencies and eliminating time-consuming processes will undoubtedly impact employee headcount, which isn’t necessarily a bad thing. Martin Golobic, CEO of GreatAmerica Financial Services, says AI will shift how companies approach growth strategies.

“Instead of focusing on increasing headcount, many companies—dealers, manufacturers, financial partners, distributor/suppliers, etc.—will be able to use AI and other machine-learning tools to scale,” Golobic remarked. “That said, in our industry, we still believe that human relationships are the differentiator in the office equipment space when choosing business resources.”

With AI and data analytics driving decision-making across various industries, end-users now expect the same level of innovation and insight from our industry.

– Jacob Hardin, Epson

Cloud Cover

Two talking points—profitability and cloud strategy—are poised to garnering momentum moving forward, notes Laura Blackmer, president of dealer sales for Konica Minolta Business Solutions. One variable applying downward pressure on profits is the continued migration from A3 to A4 devices. The cloud, meanwhile, requires a more deliberate approach due to its wide-ranging influence.

“Dealers will be more hard-pressed to have a clear-cut organizational cloud strategy, as that will impact all elements of the business,” she said. “This includes remote diagnostics and predictive maintenance, which can save not only time but significant expense.”

How that finds a home in document management and print will be interesting to follow as the industry evolves and develops new solutions.

– Brent Martin, ARLINGTON

Erik Braden, managing partner with Braden Business Systems in Fishers, Indiana, anticipates that clients will gravitate toward strategic partners who offer holistic solutions (such as IT and print services) in a streamlined package. This is a result of the desire to reduce costs and improve operational efficiency.

Cloud-based services will also be in high demand due to what Braden feels is the continued evolution of remote and hybrid work environments. “Solutions that simplify cloud migration and management that ensures security will be a top priority for organizations of all sizes,” he said.

Clark Bugg, vice president of channel sales for Lexmark, predicts core print products will help bridge the gap between physical and digital workflows. Versatility will be an important factor.

“There will be growing demand for printing and imaging products that effortlessly integrate into hybrid work environments and offer intuitive functionality, robust security and sustainable practices while matching or enhancing the digital tools we rely on daily,” Bugg noted. “Businesses of all sizes are recognizing the future isn’t only about going paperless but rather striking a balance between physical and digital.”

Dealers will align with stable, comprehensive OEMs and new market entrants to diversify portfolios and build resilience amid industry changes.

– Jose Estebanez, Kyocera

An increase in M&A activity wouldn’t be surprising to some observers, a group that includes Patrick Flesch, president and CEO of Gordon Flesch Company in Madison, Wisconsin. Joining the ranks of a well-heeled dealership can provide the selling power, service diversifications and succession plan that competitively outgunned independent dealers crave.

“This has been driven by the need for companies to expand their market share, enhance their service offerings, achieve economies of scale and increase their recurring revenue,” Flesch remarked. “The competitive landscape looks hungry for further expansion.”

Deal-Maker

M&A may not be an accurate descriptor for what’s taking place on the manufacturer side, but partnerships that unite production efforts and provide greater access to resources may eventually give way to larger initiatives. That doesn’t account for the new players in the U.S. market, notes Jose Estebanez, vice president, corporate marketing group for Kyocera Document Solutions America.

Having more manufacturer options opens up possibilities for dealers in growing their accounts. “Dealers will align with stable, comprehensive OEMs and new market entrants to diversify portfolios and build resilience amid industry changes,” he said.

Relationships, like house plants, can result in disastrous consequences when ignored. Case in point is the need for dealers to maintain strong relationships with their OEMs. Tim Renegar, president of Kelly Office Solutions in Winston-Salem, North Carolina, reminds his colleagues that growth is just as important to manufacturers as it is to dealers.

“Manufacturers are looking for growth wherever they can get it,” he said. “If you’re static with them, they’re going to be looking for additional distribution in your markets. Growth is imperative, and being creative and motivated to grow is what will separate you with the manufacturers.”

Growth is imperative, and being creative and motivated to grow is what will separate you with the manufacturers.

– Tim Renegar, Kelly Office Solutions

Diverse Options

Consolidation on both the dealer and OEM side will also result in dealers reevaluating their manufacturer partnerships. According to Mike Marusic, president and CEO of Sharp Imaging and Information Company of America, the assessment will help dealers identify which providers can furnish new revenue streams.

The bigger dealers are going toward I.T. and other types of diversification, which has left a lot of copier business on the table.

– Chip Miceli, Pulse Technology

“Diversification will be crucial—those dealers who are adding new products and services to their mix are already ahead of the curve,” he said. “For those who aren’t, this may mean tapping into new product categories. For others, it might be expanding service offerings to stay relevant and keep customers engaged. I expect to see dealers paying closer attention to the financials of their OEM partners, questioning whether those investments align with their business goals.

“As OEMs make strategic moves, dealers will need to make sure their investments in tier one businesses are secure,” Marusic added. “The real winners will be those who understand the changing dynamics and adapt quickly, positioning themselves for long-term success.”

Dealer execs who’ve been loath to embrace diversification are the most likely candidates to sell and exit the business, notes Pulse Technology CEO Chip Miceli, given the high degree of difficulty in growing with a limited product and service portfolio. However, the managed IT movement has indirectly provided opportunities for the Schaumburg, Illinois, dealer.

“IT has been one strong area of diversification for our industry,” he said. “The bigger dealers are going toward IT and other types of diversification, which has left a lot of copier business on the table. We’ve increased our share in the copier portion of our business because it’s being neglected by others.”

The past few years have represented an era when sourcing and maintaining quality employees continues to handcuff dealers. Players including Grand Rapids, Michigan-based Applied Innovation have taken measures to facilitate successful outcomes for its sales unit, notes company President Casey Lowery.

“We’ve hired new team members in growth markets and made a few changes in structure to make sure we’re prepared for the future,” Lowery said. “It has potential to be our best year yet. From an overall economy perspective, I’m optimistic for 2025.”

Threat-Busters

One of the security-based developments that will take on greater MPS significance—according to Dave Moorman, president and CISO of Nashville, Tennessee-based Novatech—is the thrust toward managing a client’s entire print environment. Here, too, AI is expected to play a key role.

“Expect widespread adoption of solutions such as pull printing, which holds print jobs until users authenticate at the device, and secure print queues that prevent unauthorized access,” Moorman said. “Automated print management using AI will also expand, providing real-time monitoring and proactive maintenance for a safer, more efficient print setup.”

Volume declines will continue to be driven by the rise in digital workflows and a movement toward paperless operations, according to Evelyn Pichardo, director of partner experience for Brother International.

Automated print management using AI will also expand, providing real-time monitoring and proactive maintenance for a safer, more efficient print setup.

– Dave Moorman, Novatech

“That said, the volume decline is prompting businesses to refocus on optimizing their existing fleets and look towards offering more diversified services,” she said. “Dealers are now tasked with becoming more than just providers; they’re evolving into IT managed print services providers.”

Diversifying revenue streams beyond print is a path many dealers will follow in the coming year, notes Karl Boissonneault, president, North America channels and Canada for Xerox. He believes dealers have a unique opportunity to expand services within existing accounts through supporting critical processes.

We’ve hired new team members in growth markets and made a few changes in structure to make sure we’re prepared for the future.

– Casey Lowery, Applied Innovation

“Robotic process automation presents an exciting avenue for dealers to collaborate with suppliers,” Boissonneault noted. “By helping customers automate repetitive administrative tasks, dealers can streamline operations and enhance the client experience.”