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Specialty
Print and Design
11.
Outcome
Benefits for Customers
An
example of the impressive degree of customer feedback is a recent
survey that was run with their online client ACC Bank. Results
show an overall 95% satisfaction rate with the service now supplied
by SPD to all the ACC branches.
Other
customers are also enjoying a better service. Efficiencies are
most noticeable with the facility of being able to electronically
transfer files directly to SPD. Eliminating the need to send
work to a repro house for film making has had a knock on effect
of speeding up processing and the ability to more accurately
quote turn around times.
The
use of an internal administration system has afforded more proactive
customer relationship management. With all calls, emails and
faxes now logged on a central database, customer requests are
easy to trace and react to.
Benefits
for the Company
The project as a whole has allowed the company to remain
competitive and reach new clients. The internal infrastructure
of accounting systems, email and CRM has created numerous efficiencies,
allowing employees to dedicate their time to other, more productive
activities.
The
massive investment in electronic plate making has benefited
the company enormously. They now have much more control over
their business. Delays with sending work to a third party for
filmmaking have now been eliminated. The accuracy of setting
colours and arranging work to be printed has resulted in a reduction
of forty minuets in processing time. These time reductions ensure
a faster turn around time in jobs and allow SPD to increase
their workload.
Having
a dedicated ISDN line for transmitting files from their customers
reduced the dependency on courier services. The overhead in
chasing packages in administration terms has again allowed staff
to spend their time on real work rather than chasing bike messengers!
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