Office Solutions 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…
Office Solutions 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.
Office Solutions 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 Russell Easton Jim O’Hara LUPC/LUPC A Zoe Adams Sarah Cruickshank, Steve Scott NEUPC Kathryn Howarth Kevin m O’Brien Jim O’Hara HEPCW Tony Hale SUPC Steve Scott Zoe Adams Mark Brothers Sarah Cruickshank Tony Hale Mike Low David 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
Office Solutions External Escalation Process If no response from Customer services in 24 hours – Escalate to KAM If no response from Customer services in 24 hours – Escalate
Office Solutions 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
Office Solutions 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
Office Solutions Sustainability Performance and Highlights Switch and Save green tool – Peter Norwood
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