Office Solutions
Presentation to NWPCSS
October 2nd
Delivered by Mike Low
Office Solutions
Agenda
• Spend Figures 2012/13
• Survey results
• Marketing strategy, Performance, Results
• Review of MPP Account management Approach and Results
• Forecasted Purchasing profiles vs. Final Purchasing profiles
• Account Management performance: Queries, resolution and communication (CRM out put)
• Sustainability performance and highlights
Office Solutions
Education Spend 2012/13
Spend = £17,123,212
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Survey Results NWPCSS
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Marketing Strategy, Performance and Results
• Current Marketing Plan• Flyers that have been communicated – distributed
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Survey Results OD
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Survey Results OD
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MPP Account Management Approach
• E-proc – the majority of end user are now online.
• Compliance – Frameworks for Bulk paper and individual universities going out to tender for Ink and Toner, limit the one stop shop approach through this agreement, largely due to OD not being successful in being successful in this bids. .
• Weekly Delivery – Multiple end users, not all on one campus.
• Payment in 10 days – Credit card transaction no problem, however, invoicing customers still take 30 days and in some exceptions end user budget holders delay payments by up to 60 days…
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MPP Results 2012/13
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Forecasted Purchasing Profiles vs. Final Purchasing profiles
• Tender
• Regents University - • Spend with previous supplier = £60,000
• Spend with OD = £25,000
• Based on new pricing and restricted shopping basket.
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Account Management Performance (queries, resolutions and communication
• Since last review, we reviewed internal process, so we have now put in place the following process to assist the universities with day to day queries.
• We have also had a restructure internally with Account Management structure
• In addition Office Depot use a system could Salesforce.com which allows the area manager to see when the account manager is next in to see a customer and what they discussed.
• Demo Salesforce.com
Office Solutions
Account Management Structure
NWPCSS
APUC LUPC/LUPC A SUPC
Zoe Adams Sarah Cruickshank ,
Steve Scott
NEUPC HEPCW
Russell Easton Jim O’Hara
Kathryn HowarthKevin m O’Brien
Jim O’HaraTony Hale
Steve ScottZoe Adams
Mark BrothersSarah Cruickshank
Tony Hale
Mike LowDavid Brown
Helen Fitzgibbon
Office Solutions
Account Management Performance queries, resolutions and communication
Customer Services • Placing Order’s• On-line Set Ups• Sold to creations • Ad hoc pricing [large value one offs]• Sourcing of out of catalogue products
( Specials / CP Codes ) • Product queries • Delivery queries
• Managing E-mail Helpdesk
• Order Tracking • Raising Credits and Debits • Raising Returns• Backorders
E-commerce • Technical Support Only
Key Account Manager • Site Visits • Contract Management• Network Management • Review Meetings• Rebates • On-line Training • On-line bulletin boards • Promotions • One off pricing [projects] and core additions • User Guide • Age Debt • Custom Catalogues • Credit authorisation• Opportunities & Pipeline • Switch Initiatives• Savings Programmes• Retained Products • Cost avoidance • Compliance
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External Escalation Process
Key Account Manager
Customer Sales and Service
Team Manager
Customer Services
Customer
If no response from Customer services in 24 hours – Escalate to KAM
If no response from Customer services in
24 hours – Escalate
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36 Hour Internal Escalation Process
Head of Sector
Key Account Manager
Customer Services
Escalate if Necessary
If no response from KAM in 24 hours
escalate to H.O.S
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Sustainability Performance and Highlights
• Office Depot Provide the following elements within the office Depot catalogue:
Forest Stewardship Council Certified products
PEFC - The Programme for the Endorsement of Forest certification schemes
• Go Symbol - We only show this symbol where we can demonstrate an independently verified green product claim, so you can be sure
you are buying greener
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Sustainability Performance and Highlights
• Switch and Save green tool – Peter Norwood
Office Solutions
Thank you