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

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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

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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

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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

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Thank you