Visual Edge IT CEO James Hwang’s Interview with Industry Analysts, Inc.
Andy Slawetsky of Industry Analysts, Inc. (industryanalysts.com) recently interviewed new Visual Edge IT CEO James Hwang, and reached one overarching conclusion. “The company has a leader who speaks fluent MSP and respects what built the print business,” Slawetsky wrote in his article’s opening. “Building on the success of their previous CEO, Austin Vanchieri, now Chairman of the Board, James is here to take the company, especially their managed services, piece to new levels.”
It's a new mission for Visual Edge IT, to be sure. And Slawetsky and Hwang touched on the new CEO’s vision for the company going forward. Following are some of the benchmarks Hwang spelled out for his vision.
Interview Highlights
MSP-first approach: build from services up, then layer print/copy where it fits.
“That’s a notable flip for our space and it matches how mid-market customers actually buy today.”
Tight target customer profile: 25–250 users (scalable to 500) to keep the offer focused.
“If you’ve ever chased a 1,500-seat IT deal you can’t profitably service, you’ll appreciate the approach.”
Service revamp: a single Customer Experience Center with AI-assisted triage to boost first-call resolution.
”Think MSP-style telemetry and automation married to copier service DNA.”
People strategy: upskill 300+ field techs with A+ certifications and real career paths into networking, security, NOC.
“It repositions a ‘copier tech’ into a ‘customer’s go-to technologist.’”
Product management muscle: formal “customer journey” design, packaging, and bundling (led by longtime telco/consumer tech operators).
“VEIT is adding true product management — customer experiences that start with co-managed IT or a single service and expand logically into security, managed print, and consulting.”
What’s Upcoming
“There’s work ahead, but after talking with James, I’m optimistic,” Slawetsky concluded in the article. “If they execute, expect Visual Edge IT to make some noise in managed services while staying a serious player for office equipment resellers.” Here’s what Visual Edge IT has in its immediate sights under their new CEO’s leadership.
- Service metrics: first-call resolution and time-to-close as the new scoreboard.
- Talent pipeline: certifications rolling out and new hires who can sell both leases and managed services.
- Packaging: clear, tiered offers customers can step through.
- Field proof: more Visual Edge IT wins where a mid-market MSP deal also involves print/MPS — or the other way around.
Read the entire article and interview
About Us
Visual Edge IT, Inc. (VEIT) provides solutions across the U.S. for Managed Security, Cloud and AI, Managed IT Services, Communication and Collaboration, Managed Print Services, and Print and Copier Services, including production print and professional services and solutions. At Visual Edge IT, attentive service and lasting client partnerships have been our cornerstones for nearly 30 years. The company is headquartered in North Canton, OH, USA. To learn more, contact us at email hidden; JavaScript is required.