Recently my discussion with a potential customer didn't focus on their office equipment at all. 

It focused on the practice manager's job and what keeps her busiest at the office. 

After she replied with the most pressing daily/weekly/monthly duties, it became clear that managing copiers and printers was something she didn't have time to do. 

"Have you ever had toner automatically show up to your office?" I asked, knowing the answer.  Her old vendor would ship it but only after she requested first.  Sometimes that request came when they were completely out and unable to print.

I shared with her our process for automatically shipping toner, and how we've automated so many other support processes that lead to better customer support/service for her- basically no management on her end.

What really matters to her is having a vendor that does their job, and does it right-requiring no input on her end.  When we do our job right, the printers fade away in the background, and work. When things are setup correctly, people can scan, print, and toner shows up to their door weeks before they need it.

Her commander's intent is not having to manage the printers- because we do.