Guest Contributor: Reena Philpot, PDS
At PDS (Precision Duplicating Systems), we have been in business for 23 years, primarily selling, servicing, and supplying machines for offices that print, copy, scan, and fax—or at least, that’s where we have arrived. Not so very long ago, I didn’t really know what autonomous mobile robots (AMRs) were or what they can do.
Sometimes, we can get so carried away with concerns about print decline that we forget we have always been in a world of constant change. The products we rely on are based on technology, and technology is always evolving. In many ways, this is not new for us—it is simply the next phase.
I remember the first time I had to quote a machine with scanning capabilities. It was a bit overwhelming to realize that, as a dealership, we had to grow. We had to leap into a whole new world. The change just before that was printing from what had typically been a standalone, copy-only device.
The difference was that I worked for a dealer during that introduction. I had no fear; I depended upon the company leadership to prepare our team so that we could support what they were training us to sell. I sometimes forget that things have always been evolving. As a dealership, we have to constantly be on our toes and hyper-aware of customers’ ever-changing habits, wants, and needs.
Our latest endeavor of leaning into what’s next has come in the form of exploring what opportunities the future holds for AMR robotics. One of my sons, Ben, was the first to explore AMR robots and the possibility of adding them to what we offer to our customers. He heads future technology opportunities and what may be part of future offices. [Editor’s note: Ben Philpot was also one of our 2025 Young Influencers.)
When he began reaching out to companies that make robots, Ben met with several manufacturers. Still, there was no clear path with any of them to setting up a model for reselling and servicing the units, much like we do with copiers. Ben anticipated that, as the companies grew, the opportunity would arise. Most of the companies were fairly young. I imagine they were more focused on creating, and that the need for continued service beyond the sale was a step that would come later in their process.
Preparing for change and AMRs
Ben decided to continue exploring the opportunity and meeting with companies by first identifying the units that might best fit the needs of our current customer base. Secondly, we identified companies that may make the best partners for PDS to continue to provide excellent service after the sale, just as we do with all our products.
It wasn’t long before we discovered a group of industry veterans who had seen, just as Ben had, that equipment dealers are well-suited to partnering with AMR manufacturers to deploy them faster and offer something not currently offered—local service.
We are now members of the group known as Crickets Continuum (CricketsUS). This group is leading the charge to prepare dealers for what’s next and introduce robot manufacturers to a network of dealers. It could be exactly what both industries need.
We currently meet weekly to discuss the factors important to dealers and their customers, what needs to happen, and the considerations required for office equipment dealers to successfully add robots to their offering.
As we evaluate this opportunity, we’ve found four factors that may be useful for any dealer considering AMRs:
- Are the capabilities of the AMR something our customers could benefit from daily?
- Can we deploy AMR successfully so the customer sees consistent, predictable results?
- Can we service and supply the AMR reliably at a profit?
- Overall, are we bringing something of value to our market that offers ROI for the customer and profit for PDS?
At this point, we have not deployed any units. However, we have found several good options that are starting to rise to the top for us.
We see ourselves starting with a simple solution, at first, because we have learned that many options fit many different industries, and to be successful, we intend to pick a lane.
AMRs are moving quickly, as are the tasks they can perform. But as with anything, the more complex the solution, the more important—and more time-consuming—it is to sell, and the more important it becomes to have a plan for dedicated user training.
Are AMRs the next big thing for the office? They certainly can be.
As we all grow into a world of carts that anticipate our needs and deliver the necessary supplies, or cleaning units that can keep up with demand night and day, freeing up precious intelligence to get the important work done, the question is not whether change is coming—it’s whether we are ready to meet it.
About the author: Co-owner Reena Philpot (pronounced Re-Nay) founded Precision Duplicating Solutions (London, Kentucky) in 2002 with her husband, Earl. Their two sons, Ben and Korey, now work in the business as well.
