Providing national IT service coverage is challenging in a country the size of Australia. Skilled technical staff concentrate in metropolitan centres while customers operate everywhere, from coastal cities to remote regions. This challenge is perennially tough for partners trying to scale managed services to a national client base.

Elite Print Solutions (EPS) addressed this challenge by acquiring CMG Smart Services (CMGSS). The combined workforce includes 80 technical specialists and 100 on-site support staff operating from seven strategically located logistics centres across Australia and New Zealand.

Understanding the impact of new technologies in driving productivity and efficiency, EPS also leverages AI predictive analysis to anticipate equipment failures before they occur, reducing customer downtime and improving service outcomes. Together with its expanded workforce, EPS is well-poised to deliver industry-leading IT services through more than 400 engineers nationwide, reaching customers faster and more consistently than ever.

An acquisition that reflects broader market dynamics

While AI dominates tech headlines, 83% of Australian organisations are prioritising Everything-as-a-Service (XaaS) over AI investment, according to KPMG’s Global Tech Report.

XaaS refers to the on-demand delivery of IT functions such as devices, storage, infrastructure, and software via subscription rather than purchase. For IT leaders under pressure to modernise without infrastructure overhead, EPS alleviates this by offering XaaS with predictable costs, reduced risk, and faster deployment.

Gartner forecasts Australian IT services spending will reach $53.4 billion in 2025, representing 7.2% year-on-year growth. Much of this growth stems from organisations outsourcing not just systems, but operational responsibility across their national footprint.

The shift moves away from fragmented technology procurement towards integrated service outcomes. One national bank discovered that when consolidating device management, print, and on-site support with EPS, the biggest gains came not from product upgrades but from single-point accountability.

Personalised service meets advanced technology

EPS’s expanded capability demonstrates how provider consolidation addresses evolving customer demands. The goal is to reduce the lag between tickets being raised in regional areas and providing expert resolution. AI-powered service coordination enables personalised support that meets specific end-user requirements while increasing productivity.

EPS CEO Kishen Nagarajah said customised service delivery remains essential, even as technology evolves. “Many customers are prepared to invest in high-touch service that delivers on their end-user experience expectations. EPS currently supports a major national hardware retailer across more than 280 locations, as well as one of Australia’s big four banks. This acquisition cements our market leadership and creates new opportunities to expand our offerings and deliver even greater value.”

It also believes that success is achieved together. By forging strong alliances, EPS ensures its customers can leverage cutting-edge technologies and tailor-made solutions. It is currently HP’s preferred break-fix agent nationally for print and has recently been awarded top performer status for HP’s national print service capability.

The acquisition further strengthens this belief by fostering a continued partnership with FUJIFILM Business Innovation (BI) Australia. Stephen Sims, Chief Customer Officer at FUJIFILM BI Australia, reinforces this strength of capability: “We are confident that our customers are in a safe pair of hands with EPS. Its highly experienced and customer-focused team shares our unwavering commitment to delivering outstanding service and tailored solutions.”

From margin protection to growth opportunity

For the partner channel, XaaS transformation creates opportunities to protect and expand margins. By packaging multiple technologies into recurring service agreements, resellers can streamline support, reduce risk, and secure longer-term client relationships.

This approach is aligned with the way corporates are moving toward procuring IT. Instead of evaluating separate devices, licences, and support purchases, businesses choose bundled services managed by single vendors. What used to be one-off product sales become ongoing relationships with shared accountability.

For partners, EPS’s expanded model means access to enterprise-scale capabilities without the cost of building them internally, giving customers the tools to win bigger deals, meet rising customer expectations, and capture more of the growing XaaS opportunity.

This positions them to capture growing XaaS demand while meeting rising customer expectations for consistent, nationwide service delivery that combines traditional excellence with modern AI-enhanced efficiency.

For more information about partnering with EPS to expand your service reach and professional services, contact info@eliteprintsolutions.com.au or visit www.eliteprintsolutions.au