ONLINE INTERFACES -- Printers Set Sites on Clients

"We expect to see a huge decline in the number of product-related calls we get over the next two years. Customers will start to answer their own questions and be happy doing so," he says.

From the internal perspective, Edberg admits some concerns have been raised about the level of transparency offered to clients. "We don't have a problem giving customers a view into our process because we are comfortable with our production systems. Our intent, however, is not to let them mandate how we process their work through the company.