VLM

5.6 Rolling out to Customers

TXM Corporation was the first customer to sign up for the new system. This served as a calling card for other large UK estate agents. The next big contract was with Royal and Sun alliance, who have a network of 360 branches. VLM are currently in the process of developing a unique solution for them. Due to the fact that all development is done in-house, they have the ability to react quickly and adapt their system to suit individual customer requirements. This is a big advantage.

5.6.1 Training

After signing a customer, VLM provide training on how to use the system. The amount of training required varies on a customer-by-customer basis and depends upon the level of technical literacy. VLM have signed up some customers who have never even used email. Such cases however involve someone from the Dublin office travelling to the customer site.

Customers such as Royal and Sun alliance require very little training, as the level of technical literacy is high. VLM are currently looking at ways to provide training online, thereby eliminating the need for someone to travel to the customer site. The way this sort of system will work is that somebody in the UK will call the Dublin office to request training. The trainer and trainee will log onto the site and onto the same page. Here they will see two pointers; the trainer’s and the trainee’s. The trainee can be shown exactly what to do, and the trainer can see what they’re doing. There is a voice system that goes along with this, so instructions can be given over the Internet .

They dramatically underestimated the training requirement of the first customer they signed, TMX Corporation. They had a rollout plan for the start of June 2001, which was to be completed by the middle of July 2001. It was in fact completed in early December 2001. Whilst the VLM system is relatively intuitive and user friendly, it does however involve change management and trying to get people to do something different i.e. building their documents online.

6. Outcome

6.1 Benefits for Customers

The benefits for the customer in adopting the VLM system are:

• Cost savings
  The cost savings that can be realised by consolidating an organisation’s entire printing requirements, with one single print vendor, are substantial. An example of this is Royal and Sun Alliance. They will spend stg£2 million next year, 2003. They had been using 9 different printers with an annual spend of £2.8million. By switching to VLM’s system they will save between 800,000 and 1million STG£ per annum.
• Control
  Customers will have greater control over their brand identity, as all documents have a consistent look, feel and quality, having come from the same source. They will therefore have complete control over what their organisation is printing.
• Information
  Customers have access to the VLM management information system, which provides information on what was spent in each branch and on which products.
• Budget
  Customers will have control over what each branch can spend. An example of this is TMX Hart. They have assigned an Stg£500 budget limit per month per branch, spread through all their branches. This limit can be carried forward.