How MPS Dealers Unlocked Growth With Ecommerce

Summary

Many MPS dealers want to grow but feel limited by a print-only model. E-commerce gives them a way to expand without abandoning what works. This blog demonstrates how Total Office Solution—a long-time Xerox agent—integrated an online store, resulting in over 2,000 orders and $500,000 in revenue within eight months. By using e-commerce to handle routine transactions, guiding customers to the right supplies for every device, expanding product offerings through drop shipping, and integrating data across their systems, they reached new audiences, increased efficiency, and created scalable revenue streams.

This article explains how e-commerce helps MPS dealers grow revenue, improve customer experience, diversify products, boost sales productivity, and make smarter decisions by using the data their customers generate every day.

Many office technology and managed print service (MPS) dealers feel stuck in a print-only mindset. While the traditional model has been reliable, the market is changing. Businesses now expect the same convenience from their B2B suppliers that they experience as consumers.  

One company’s journey shows just how powerful this transition can be. Total Office Solution, a Xerox agent partner for nearly 30 years, decided to embrace e-commerce. The results speak for themselves. In just eight months, they processed over 2,000 orders through their new online store, generating more than $500,000 in revenue. This success story isn't about abandoning their core business; it's about enhancing it.  

Let's explore how you can use e-commerce to build on your existing strengths and create new growth opportunities.  

Drive impressive revenue and expand your reach 

The most immediate benefit of launching an e-commerce store is the potential for significant revenue growth. By moving transactional sales online, you open up new income streams that complement your existing MPS contracts. 

“We went from 3,000 hits a week, today we have almost 11,000 hits a week,” 

Tommy Mccrury, Total Office Solution 

Total Office Solution set a goal to reach $1 million in annual revenue from their e-commerce platform. This ambition is fueled by a dramatic increase in web traffic. Before launching their store, their website received around 3,000 hits per week. Today, that number has surged to over 11,000. This influx of visitors isn't just from existing customers; it represents a new, wider audience discovering their brand. 

An online platform makes your business accessible 24/7, allowing customers to place orders at their convenience. This creates a scalable model for growth that isn't limited by your sales team's availability or your physical territory. 

Enhance the customer experience 

Today’s customers expect a seamless and user-friendly buying process. A modern e-commerce platform can deliver an experience that rivals major online retailers. Total Office Solution credits its success to creating a better overall customer journey. The flexibility of their platform allowed them to provide a more intuitive and responsive shopping experience, which is reflected in their high order volume.  

One key to a great experience is managing how customers see different types of products. For an MPS dealer, it's crucial to distinguish between supplies covered under a contract and those available for purchase. A sound e-commerce system can help you guide this journey.  

For example, you can use data from your device management platform (like Printanista) to identify all printers at a client's site—both managed and unmanaged. For contracted devices, supplies are handled automatically. For the unmanaged ones, your ecommerce store can present the exact OEM toner they need, turning a service gap into a simple, transactional sale. This not only adds revenue but also positions you as a comprehensive partner for all their office needs.  

Diversify your offerings with ease 

Expanding your product catalog is one of the most effective ways to grow. However, managing tens of thousands of items is a logistical nightmare if you have to stock them yourself. e-commerce, when paired with drop shipping, removes this barrier completely. 

Total Office Solution expanded its catalog from a few core offerings to over 70,000 line items by integrating with wholesalers like S.P. Richards and Distribution Management. This massive expansion was possible because they didn't need to hold the inventory. Their partners handle the warehousing and shipping. This allows them to sell a huge variety of products—from office supplies and breakroom essentials to technology products—without the associated overhead. 

The drop-shipping model is critical to their success. It allows them to fulfill a high volume of orders nationwide—sometimes up to 100 shipments a day—without ever touching the products. By partnering with wholesalers who have the technology and infrastructure to scale, they can focus on what they do best: serving their customers. 

Boost sales team productivity and efficiency 

When routine orders move online, your sales team is freed up to focus on more strategic activities. Instead of processing simple reorders for toner and paper, they can dedicate their time to prospecting for new clients, nurturing high-value relationships, and cross-selling new solutions. 

The team at Total Office Solution transitioned from a "routine rep" model to a proactive sales approach. They use integrated data from their CRM (Salesforce), ERP (e-automate), and device management tools to gain deep insights into customer behavior. Sales reps can see what customers are—and are not—buying. 

This allows for more meaningful conversations. Instead of asking for the pen order, a rep can approach a client and say, "I see you're buying these printers from us, but did you know we also offer solutions for your breakroom? Companies in your industry are finding a lot of value here." This data-driven approach transforms your sales team from order-takers into strategic consultants. 

Leverage data and automation for smarter sales 

An e-commerce platform is a powerful data-gathering tool. The analytics it provides can help you understand customer behavior and make smarter business decisions. 

Turning searches into sales 

Total Office Solution holds a weekly meeting to review key metrics from its online store. One of the most valuable reports is "failed searches." This shows them what customers are looking for but can't find, often due to simple typos. For instance, they discovered people were searching for "Z-e-r-o-x" instead of "Xerox." By adding common misspellings as keywords, they ensure customers find the right products, instantly improving the user experience and capturing otherwise lost sales. 

Recovering lost revenue 

The "abandoned cart" feature is another powerful tool. When a customer adds items to their cart but doesn't complete the purchase, the system can automatically send a follow-up email. This simple reminder can be incredibly effective. Total Office Solution has recovered 20% of its abandoned carts, recouping $8,000 in revenue in just eight months. They are even refining this process, sending different messages to small versus large customers to better match their buying habits. 

Total Office Solution recovered twenty percent of their abandoned carts, recouping $8,000 in revenue in just eight months 

 

Actionable advice for MPS dealers 

If you're considering an expansion beyond print, here is some practical advice inspired by the success of Total Office Solution: 

1. Capture every customer device: Start by identifying every device your customers use, not just the ones under your MPS contracts. Use this data to understand their full range of needs.
2. Integrate your systems: Ensure that your key platforms—such as your ERP, CRM, and device management software—are connected. This creates a single source of truth and provides your sales team with the consistent, reliable data they need to be proactive.
3. Start with toner: Offer automated toner replenishment for non-contracted devices. It's a natural extension of your core business and an easy entry point into e-commerce for your customers. You can even create "quick lists" for clients, allowing them to reorder their specific toners with a single click.
4. Embrace drop shipping: Partner with wholesalers to expand your product catalog without taking on inventory risk. This allows you to become a one-stop shop for all office needs, from technology to coffee.
5. Use your data: Don't just collect data—use it. Regularly analyze website searches, user behavior, and sales reports. Utilize these insights to refine your marketing approach, enhance your website, and inform your sales strategy. 

Making the move to e-commerce is about more than just technology; it's a strategic decision to meet your customers where they are. By leveraging an online platform, you can unlock new revenue, streamline your operations, and build a more resilient and profitable business. 

Recap

E-commerce has become a high-impact growth engine for MPS dealers who want to expand beyond traditional print services. Total Office Solution is the proof point. After nearly 30 years in business, they launched an e-commerce platform. They immediately saw results: a surge in web traffic, over half a million dollars in online revenue, and the ability to fulfill up to 100 nationwide shipments a day—without needing to stock inventory.