Presentation to NWPCSS
October 2nd
Delivered by Mike Low
Office Solutions
Agenda
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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
Office Solutions
Survey Results NWPCSS
Office Solutions
Marketing Strategy, Performance and Results
• Current Marketing Plan
• Flyers that have been communicated – distributed
Office Solutions
Survey Results OD
Office Solutions
Survey Results OD
Office Solutions
MPP Account Management Approach
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E-proc – the majority of end user are now online.
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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. .
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Weekly Delivery – Multiple end users, not all on one campus.
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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
MPP Results 2012/13
Office Solutions
Forecasted Purchasing Profiles vs. Final Purchasing profiles
• Tender
• Regents University •
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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
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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.
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We have also had a restructure internally with Account Management structure
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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.
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Demo Salesforce.com
Office Solutions
Account Management Structure
NWPCSS
Mike Low
David Brown
Helen Fitzgibbon
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
SUPC
Tony Hale
Steve Scott
Zoe Adams
Mark Brothers
Sarah Cruickshank
Tony Hale
Office Solutions
Account Management Performance
queries, resolutions and communication
Customer Services
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Placing Order’s
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On-line Set Ups
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Sold to creations
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Ad hoc pricing [large value one offs]
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Sourcing of out of catalogue products ( Specials
/ CP Codes )
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Product queries
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Delivery queries
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Managing E-mail Helpdesk
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Order Tracking
Raising Credits and Debits
Raising Returns
Backorders
E-commerce
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Technical Support Only
Key Account Manager
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Site Visits
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Contract Management
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Network Management
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Review Meetings
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Rebates
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On-line Training
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On-line bulletin boards
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Promotions
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One off pricing [projects] and core additions
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User Guide
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Age Debt
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Custom Catalogues
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Credit authorisation
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Opportunities & Pipeline
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Switch Initiatives
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Savings Programmes
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Retained Products
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Cost avoidance
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Compliance
Office Solutions
External Escalation Process
Key Account Manager
If no response from
Customer services in
24 hours – Escalate
to KAM
Customer Sales and Service
Team Manager
If no response from
Customer services in
24 hours – Escalate
Customer Services
Customer
Office Solutions
36 Hour Internal Escalation Process
Head of Sector
If no response from
KAM in 24 hours
escalate to H.O.S
Key Account Manager
Escalate if
Necessary
Customer Services
Office Solutions
Sustainability Performance and Highlights
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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
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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
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Switch and Save green tool – Peter Norwood
Office Solutions
Thank you
Office Solutions