The workplace has changed. The rapid shift to hybrid and remote work has transformed how and where employees get their work done, but it hasn’t eliminated the need for reliable hardware support. In fact, in this increasingly digital and decentralized environment, dependable service has become even more critical—particularly for small and mid-sized businesses (SMBs) who lack internal IT resources or local service infrastructure.
While the buzz may center on cloud software, cybersecurity, and artificial intelligence, the reality on the ground is that business still depends on the devices sitting on desks: printers, laptops, PCs, scanners, and multifunction copiers. These devices remain the physical enablers of work, especially in industries like legal, healthcare, financial services, education, and logistics. And when they go down, productivity grinds to a halt.
For years, OP dealers have prided themselves on fast delivery and exceptional customer relationships. But the absence of repair services has created a vulnerability. When a device breaks, customers are often left on their own to coordinate service through OEMs, navigate third-party options, or, worse, replace the equipment entirely. This not only frustrates customers—it weakens the dealer’s perceived value.
At the same time, Managed Print Dealers have used service as a wedge to build long-term contracts and lock in customer relationships. Their in-house technicians provide scheduled maintenance, emergency repair, and replacement support as part of bundled contracts. While their approach is not without flaws—namely the high cost and low utilization of their service teams—it has set a high bar in the minds of end customers who expect someone to "just take care of it."
So, why does service still matter in a world dominated by cloud tools and digital workflows? Because hardware still fails. Toner still leaks. Fusers still burn out. Power supplies still go dead. And when that happens, especially in the SMB space, there’s usually no in-house technician standing by to fix it. The delay creates friction, impacts deadlines, and undermines trust in the vendor.
This is particularly true for remote-first businesses. When an employee’s laptop or printer stops working at a home office, the cost of inaction multiplies. There’s the lost productivity, of course. But there’s also the challenge of coordinating support across locations. How do you get a certified tech to a remote worker’s home? Who pays for it? How long will it take? Without a plan in place, these small interruptions become big issues.
That’s where Extended Service Warranties (ESWs) step in.
By offering device protection and a built-in national repair network, ESWs solve one of the most pressing pain points for SMBs: reliable, affordable service for essential hardware. Dealers who offer ESWs aren’t just selling peace of mind—they’re eliminating the chaos that comes with unexpected downtime. This support isn’t limited to in-office devices, either. ESWs can cover remote devices, too, giving dealers a way to remain relevant and valuable even when the customer base is geographically dispersed.
And here’s the critical part: in this new landscape, offering service is no longer optional. It’s expected. The difference today is that OP dealers don’t need to build service teams from scratch or invest in expensive logistics. Through ESWs, they can plug into existing national repair networks, enabling rapid response without overhead. That creates a competitive advantage over both traditional competitors and large online retailers who may sell devices but don’t support them after the sale.
Moreover, service has become a key differentiator in winning and retaining business. Customers don’t want to juggle multiple vendors for procurement, support, and warranties. They want a single partner who can help them choose the right product, deliver it quickly, support it when needed, and replace it when necessary. Dealers who provide that full cycle become stickier, more trusted, and more difficult to displace.
In a digitally-driven world, where most touchpoints are now virtual, the ability to respond to a physical issue quickly and effectively builds enormous brand equity. It shows that the dealer is not just a vendor, but a partner.
This is the new frontier of service for OP dealers. Not white-glove delivery. Not drop-shipping. But a fully integrated support experience that extends beyond the sale and into the daily working lives of customers—no matter where they are.
Service still matters. In fact, it may matter more than ever. And thanks to Extended Service Warranties, OP dealers can finally deliver it—scalably, profitably, and without compromise.
Related Reading:
Overbuilt Tech Teams: The MPS Flaw: OP dealers can leverage Extended Service Warranties (ESWs) to offer flexible, cost-effective device protection, bypassing the inefficiencies of the traditional MPS model.