Ten years ago, I left Newfield IT, a Xerox company, where we delivered state-of-the-art managed print services (MPS) solutions. Our approach was methodical: AssetDB collected data through largely automated processes, but we still walked office floors, conducted interviews, and scanned device barcodes to build comprehensive usage profiles. The intelligence flowed into CompleteView Pro, which could model optimal device configurations and even predict maintenance needs.
Fast-forward to 2025, and I recently found myself grappling with a deceptively simple question: “What’s the latest innovation in managed print services?” My honest response? I’m not entirely sure there is one—at least not in the traditional sense.
The Relationship Management Pivot and Managed Print Services
Today’s market presents an interesting paradox. While everyone discusses AI and automation, I regularly hear dealer managers describe their approach differently: “We don’t really do managed print services. Our customers want us to stop by, see what’s happening, check on devices personally—not just rely on software. That’s customer relationship management, and it’s much better than managed services.”
I understand the value of personal contact, but this shift raises fundamental questions about economic sustainability. In 2025, can businesses afford the “pop-in-for-coffee” model? I would have expected us to evolve toward more meaningful customer interactions—conversations about device optimization, security considerations, and genuine business needs rather than social visits.
The Small Office Reality
Consider the American landscape: countless small shopping plazas filled with tiny offices, each potentially requiring service. Many of these businesses are simply too small for traditional MPS, and their owners—particularly those nearing retirement without succession plans—may not see the value in comprehensive print optimization.
This reality becomes even starker when examining actual usage patterns. In our two-person office, we have a compact printer that produces maybe 50 pages annually. We operate almost entirely digitally. For businesses printing minimal volumes, how much managed print services can realistically be offered? The answer: not much.
Beyond Print Management
Perhaps the greatest innovation in managed print services is recognizing when to move beyond managing print altogether. The focus has shifted toward overall digitization, the implementation of new technology, and, yes, artificial intelligence. While I hesitate to overuse the AI buzzword, these algorithms genuinely make operations more efficient, particularly for larger organizations.
The traditional pillars—assess, optimize, automate, secure—remain relevant, but they’ve evolved. Optimization must be continuous rather than periodic. Security has become non-negotiable given today’s threat landscape. Assessment should occur regularly with trusted partners who focus on genuine improvement rather than device sales.
Right-Sizing the Solution
For small businesses, the innovation lies in simplification. Mom-and-pop shops need reliable devices with reasonable per-page pricing and timely supply delivery. They need partners who prioritize safety, print quality, and convenient toner replacement over complex management systems.
Larger organizations present different opportunities. They may benefit from bringing print operations in-house with entry-level high-speed devices from manufacturers such as Sharp, RISO, or Kyocera (to name a few). These environments legitimately require sophisticated management services, predictive maintenance, and prescriptive supply management—capabilities that should be standard by now, not innovative.
The New Definition of Innovation
The real innovation in managed print services may be this: recognizing that effective service means matching solutions to actual needs rather than pushing predetermined packages. For many businesses, this means focusing on customer relationship management over device management—ensuring security, maintaining quality, and delivering supplies efficiently.
We’ve moved past the era where every business needs comprehensive print optimization. Paper shipments continue declining, digital workflows expand, and automation software handles document-heavy processes more effectively than ever.
The industry’s evolution reflects broader changes in how we work. Remote work has become standard, digital-first approaches dominate, and businesses increasingly question whether traditional print-centric solutions address their real challenges.
Perhaps that’s the most significant innovation of all: the wisdom to know when less management delivers more value. In a digital-first world, the best managed print service might be the one that gets out of the way while ensuring businesses have exactly what they need, when they need it, without unnecessary complexity.
Contributor Noel Ward is working on a piece dedicated to how AI ties into MPS. Stay tuned!
