On a sunny afternoon in Des Moines, Iowa on April 27th, Marco Technologies hosted a media event to officially showcase its new 100,000 square foot logistics center and detail a transformative national go to market strategy. The media event provided industry analysts and media members with an inside look at how the company intends to become the only multi-OEM national service provider. While the building footprint from the outside looked impressive, I was really interested to witness the inner workings of the logistics center to understand how Marco could effectively ship to their customers within the “two day” declaration.
A Vertical Perspective on Logistics
The highlight of the facility tour was a unique vertical lift experience where I was taken high above the warehouse floor to view the scale of the operations. This facility, which opened its doors in late 2025, serves as the central nervous system for Marco’s national expansion. By consolidating five previous distribution centers into this single massive hub, Marco has established a reliable two-day shipping capability that reaches every corner of the country.
Jeff Olson, who oversees service and logistics, was my personal guide as he explained the various zones of the facility and responded openly to my questions. He shared that every inch of the center has a specific purpose, from unboxing and pre-setting up new equipment to managing an intricate refurbishment process. The facility is currently evaluating a second shift to keep up with the high volume of engines being prepared for national deployment.
Beyond Industry Realities
Since entering the organization a little more than 6 months ago, CEO Brian Wyatt has encouraged the team to think beyond industry realities to enact positive change and expand Marco’s technology backbone across the country. He is focused on augmenting organic growth with strategic acquisitions to achieve the company’s long-term expansion goals.
To meet long-term growth goals, Wyatt has established a rigorous growth plan designed for Marco Technologies to double revenue over a roughly five-year horizon. He emphasizes that reaching these goals is a certain path for the company, rather than just a simple ambition.
Shifting to a Service First Mindset
During the strategy presentation, Trevor Akervik, president of the Print Division at Marco, detailed a fundamental shift in the company’s philosophy. Traditionally, the print industry has operated with a sales-led mindset where the goal is to sell a device to eventually secure the service contract. Marco has inverted this model by placing the service experience at the foundation of every sale.
This strategic pivot was born out of the challenges presented by the post-COVID environment. Akervik shared data showing that before 2020, Marco’s page volumes were at their peak, but the pandemic resulted in a decline of roughly 42%. Instead of waiting for volumes to return to historical levels, Marco chose to focus on the one thing it can control, which is the quality of the customer and service experience.
Expanding the National Footprint
Marco is aggressively building a platform that replaces legacy inter-territorial models with a best-in-class direct service experience. The company currently employs over 400 service personnel and has authorized the addition of 60 more W2 technicians since the final quarter of last year. These technicians are strategically placed to cover 80 percent of the United States population today, with a goal of reaching ever closer to complete coverage by the end of the year.
The company’s national reach is supported by strong partnerships with major manufacturers. Konica Minolta and HP serve as primary national partners, while other brands like Sharp, Canon, and Kyocera provide regional support. This multi-OEM approach allows Marco to serve large national accounts with a single point of contact and a consistent service level agreement across all locations.
Technology and the AI Revolution
Central to Marco’s expansion is the Insights Cloud Portal, a digital window that provides clients and partners with real-time visibility into their entire service relationship. This portal offers several key features.
- Clients can access automated meter reads and toner levels.
- Real-time service call status and outcomes are visible as they happen.
- Partners receive an aggregated dashboard view of their customer base.
Marco is also leaning heavily into artificial intelligence to enhance operational efficiency. The company is developing AI agents that can join sales calls to listen to customer needs and immediately generate tailored sales strategies and reports. On the technical side, Marco is integrating predictive analytics that utilize print and IT telemetry to identify when a device is likely to fail before the breakdown actually occurs thus improving overall service efficiency.
A Commitment to Sustainability and Talent
The event also touched on Marco’s efforts to be a destination workplace for technical talent. With a “retirement cliff” looming for service technicians in the industry, Marco is actively recruiting mechanically inclined individuals from other fields and partnering with organizations to hire transitioning military veterans.
The new logistics center emphasizes sustainability through its refurbishment and recycling initiatives. The Copier Used Parts, or CUP, program allows Marco to harvest and test reliable components from end-of-life devices to be used in future repairs. This process not only reduces waste but also provides a significant cost saving for the service organization.
The underlying message was that this new facility is more than just a warehouse. It is the backbone of Marco’s commitment to excellence and a testament to their desire to lead the industry into a new era of service-first growth. Trevor Akervik summed up the Marco strategy best, “We’re going to change our North Star from selling devices to focusing on the thing that we manufacture better than anyone in the industry, which is a service experience.”
Nicholas Ames
With more than 30 years of experience across public accounting, audit innovation, and technology transformation, Nicholas brings deep expertise in applying advanced data solutions to drive performance and change. Most recently, he held key roles at PwC, where he contributed to the firm’s data lake solution, next-generation audit tools, and the rollout of AI agents to enhance service delivery and operational intelligence.