Case Study

Office Assessment Get More From Your IT Budget

How do you find the low hanging fruit? Start with your output.

Today's output devices (printers and multifuncial systems) are an integral part of the information work dominating today's business environment. But too often they are overlooked and under-managed. That should raise a giant, lost-productivity red flag to CIOs and IT managers, especially in light of the new scan-to-workflow capabilities of these new devices, which can be used to automate and streamline important do cuemnt-intenisve business processes.

Then there's the whole cost-side of the equation. Let's do some simple math. According to InfoTrend's, if you're a medium-size business doing $10 millian a year, you could be spending anywhere from $200,000 to $300,000 a year on document and document related issues.

We know from experience with our clients that if you do a good job actively managing your nfleet, you could save as much as 30 percent in costs. In our example ab ove, that would be as much as $90,000 returned to the bottom line. If you're a large business, just add the appropriate number of zieroes at the end. In other wordes, a $1 billion-a-year company could save up to $9 million! That's real money added to bottom-line profit.

Staples Business Depot Makes an Offer Its Business Customers Can't Refuse with Xerox 1:1 Lab Marketing Solution

The Challenge

Traditionally, direct mail pieces from STAPLES to its business customers included addressing a single coupon offer, regardless of the customer’s  relationship with STAPLES. The coupon was attached to a single-sided form letter from the vice-president of STAPLES’ loyalty programs. 

STAPLES wanted to re-engage its customers who had either made minimal or no purchases within the past six months. It also aimed to increase the amount of money each customer spent on a purchase by cross-selling and up-selling to the customer based on past purchase history.

The company also wanted to leverage the customer information it had obtained through its Enterprise Credit Card and Dividends Loyalty customer programs.

Seeking to increase the amount of money its business customers spent in its stores, and to re-engage customers who had not placed an order with STAPLES within the previous six months, STAPLES became a participant in Xerox Canada’s unique 1:1 Lab.

Xerox’s 1:1 Lab, a veritable testing ground for Xerox customers, demonstrates the power and accessibility of data-driven one-to-one marketing and has accelerated its adoption by the marketing community.

Ricoh Generates New Ideas with Lateral Communication on a Global Scale

Conducting business in more than 200 countries, the Ricoh Group generates more than half of its sales from outside Japan. The company provides a wide variety of electronic products and services ranging from copiers, cameras and printers to IT solutions. Ricoh has become a highly trusted name by helping customers improve productivity and create knowledge. It aims to continue growing and seeks at least 25 percent of its fiscal year 2013 sales from new business areas.

Improving Ricoh solution scope, quality and time to market

Since its founding in 1936, Ricoh has been an industry leader in the fields
of optics and office equipment. Today, the company seeks to expand its
range of business offerings into document solutions and other corporate
solutions and services. The company’s Business Development Center
(BDC) plans, develops and markets these solutions and services.
It communicates with Ricoh Japan and four other global Ricoh sales
companies—covering the United States, Europe, the Asia-Pacific region
and China—to provide sales and support activities closely tailored to each
region’s needs.

Because Ricoh started as a hardware manufacturer, it already had processes for maintaining high product quality. However, the BDC faced
challenges in developing solutions and services. “The old rules used for hardware development resulted in unwieldy processes, making it difficult
to compete against more nimble software service vendors. We looked
to rebuild work processes designed for the things we were developing,
such as software and services. When providing solutions to clients, we
wanted to propose total solutions tailored to the client’s environment and
operations,” says Takao Fujii, specialist, Business Management Section,
Service Business Planning Department, BDC, Global Marketing
Division, Ricoh Group.

Freedman & Co. CPA, P.C. Achieves Completely Paperless Service to Financial Clientele with DocuShare

Background

Freedman & Co. CPA, P.C., a boutique certified public accountant firm in New York City, serves an impressive roster of customers who are part of the financial world themselves. "Our clients are regularly mentioned in the Wall Street Journal, New York Times and Financial Times,” says Paul Freedman, owner of Freedman & Co., CPA, P.C.

These high net-worth, high profile individuals typically have very complex financial lives and extremely high expectations. Thanks in large part to Xerox® DocuShare®, Freedman & Co. is able not only to exceed those expectations but also to provide a wealth of information, instantly and securely, that keeps clients and peers happy and satisfied.

The Challenge

Freedman & Co. is a regional firm, with several regular DocuShare users, but its workflow is colossal. 

Imagine a huge volume of original, highly-sensitive document flowing into the company’s files every month. The problem was not storage; thankfully the company’s office building provided ample space. Rather, the challenge was organizing and retrieving paper documents in a timely manner without a small army of file clerks. The company’s files were becoming unmanageable; the risk of lost documents unavoidable.

Real Talk With An International Hotel Chain

The Challenge

Lindner Hotels AG owns 34 city and resort hotels throughout Germany, Austria and Switzerland. Like many established hotel chains, they are aware that travelers have a wide range of choices. To set themselves apart, Lindner Hotels was looking to add new, innovative communications solutions—specifically for business travelers.

One area that they knew could be improved was making it more convenient for guests to print documents. As things stood, printing documents could only be done by connecting a USB memory device directly to a printer or a networked laptop/desktop. Without one, guests weren’t able to easily print, which led to problems and customer dissatisfaction.

The Solution

While replacing their old multifunction printers with Xerox® MFPs, Lindner Hotels decided to implement the Xerox® Mobile Print Solution. This innovative technology made it easy for guests to print documents from mobile devices, without having to physically connect to a printer.

This solution works on any of the hotels’ Xerox® WorkCentre® 7775,  Xerox® WorkCentre 7545 or Xerox® ColorQube® Multifunction Printers. What’s more, since many Lindner Hotels employees work in different locations, this made printing more flexible for their workforce. To date, the Xerox® Mobile Print Solution is available at the Lindner Hotels headquarters in Düsseldorf and in their Nuremberg hotel. The other 27 hotels are scheduled to receive the installation over the next few months.

Henkel AG & Co. KGaA

the impact of growth

At Henkel the development of the group and the strong global growth had impacted operations, particulary in the field of office communication. As is the case in many other companies, this area has grown over the years and with it the whole printing infrastructure.

Whether in the case of copiers, printers, fax machines or scanners, over the course of time many different output systems from many different manufacturers have been acquired in the entire group. Material buying and service were in various hands and were done worldwide through different suppliers and contracts. Because of the lack of transparency high total operating costs arose. In addition, the administration of this infrastructure became increasingly complex and expensive considering the worldwide diversity of products and services. This is reflected in the increased expenditure at Henkel IT and Procurement.

Dirk Wilhelms, Project Manager Henkel IT, describes the starting situation in the company. “We were confronted with a series of questions to which we had no suitable answers - a situation that is certainly familiar to many large companies. How high are the printing costs? How can these be better structured? And how can we migrate worldwide to a higher degree of standardization? We had no clear overview of our system status, because all the printers, scanners, copiers and fax machines had been acquired over a long period at the different geographical locations of the group. Diverse suppliers and service contracts were associated with them. The consequences were not only high total costs for the operation of all output systems, but also a significant cost on the part of IT, who are responsible for the installation and the operation of the apparatus“.

Greening Your Business Through Technology

GENERAL OVERVIEW

Comfort and service are among the most important features that make a hotel stay enjoyable for guests. The hospitality industry is intently focused on this and strives to develop new and unique amenities for their patrons. Whether a small bed and breakfast or a grand-scale international resort, such details can make all the difference in fostering loyalty. In fact, ancillary sales of in-room products have become vital to the bottom line for nearly any facility.

In-Room Plus is the top manufacturer and distributor of snacks, custom logo products, and convenience items dedicated to the hotel minibar market. For 25 years, the company, based in Buffalo, New York, maintains a global presence, with over 350 of the largest and most respected names in hospitality. Quality, innovation, and responsiveness top the list of its enviable clientele, and the company’s ability to fulfill any size order within days has been the hallmark of its success.

CUSTOMER ISSUES

In-Room Plus is continually coming up with new packaging designs for its clients and prospects. Much of its success in creating eye-popping materials has been attributed to the use of glossy spot varnish, which instantly appeals to guests. While long a part of traditional offset printing, such treatment isn’t cost effective for short runs or prepress proofs. To overcome this, the company’s design team would attempt to simulate the effect of a glossy varnish prior to print runs by using varying tints of color and outputting them on color printers in-house. But in the end, the noticeable absence of sheen resulted in lackluster enthusiasm among its customers.

Ricoh Production Print & Minuteman Press

Challenges

With operationsin the United Kingdom, Australia, Canada, South Africa and the United States, Minuteman Press International has been rated more than once as the number one Printing Franchise by Entrepreneur Magazine. Graham Moody is the Managing Director of Minuteman Press Coventry Limited, a franchise that serves the print needs of the West Midlands and beyond.

As a commercial printer Minuteman Pressis alwayslooking at how it can deliver more high quality products and services. With increasing customer requirements such as colour printing, personalisation and demanding timescales, printers are under pressure to modernise. Indeed,traditional printing methods have dropped in recent years as part of a wider shift towards digital communications, as Moody points out, “Print still plays a major partin our customers’ communications, but we needed to find a way of helping them with as many new, added-value services as possible.”

Providing such services at competitive pricesis a challenge for most printers.“Smallerprintruns andfasterturnaroundtimes are typical of jobsthat now flow through the printshop, but offering flexibility should not come at the expense of quality, high volume printruns,” says Moody. 

As a forward-thinking printer, Minuteman Press chose to focus on digital production printing and consultancy, enlisting the help of Ricoh to source and support their investment in new technology.

Real Talk With TAP in Lisbon Airport

The Challenge

TAP, the world’s foremost airline between Europe and Brazil, was looking for a way to improve the quality of service for its demanding business customers. Many of these travelers were trying to be as productive as possible before boarding their flights, yet were hampered when it came to printing, as this typically required documents to be on a USB thumb drive and entailed long waits at the printer. Seeing that this customer base was constantly pressed for time, TAP wanted to allow its traveling professionals the simplicity of printing from any of their mobile devices, hassle-free.

The Solution

TAP called on the Xerox team to deliver a simple, convenient and secure way for travelers to print business documents from their mobile devices. By installing a Xerox multifunction printer and the Xerox® Mobile Print Solution in the Premium Lounge of the Lisbon Airport, TAP enabled business professionals to be as productive as they would be in their own offices while waiting to board their planes.

Real Results

  • “We are helping professionals be more productive in their daily work while they are mobile.”
  • Eliminated extra software,thumb drives or added tools previously necessary for passengers to print.
  • Eliminated the need to rely on airline staff for printing help.
  • Significantly improved security for confidential business documents.

Xerox Works with KANA to Better Serve Global Customer Base

Overview

Xerox Corporation selected KANA IQ with KANA Response for its global Welcome Centers. The KANA solution provides customer service call center representatives with automated tools and information to better handle customer issues through assisted service. In addition, global customers also have the ability to find solutions directly on the company’s customer portal. Customers can access information on hundreds of Xerox products in seven languages, allowing for thousands of Web self-service search sessions per day across the globe.

The KANA solution was implemented with a consistent user interface for access by customers and call center representatives. This common access provides agents the ability to more efficiently resolve customer problems and Welcome Center inquiries. It also significantly reduces support costs. Now that customers can access the online knowledge base, many issues can be resolved without making a call to the Welcome Centers.

Xerox‘s Challenge: Provide customer and agent accessibility to solve issues globally in multiple languages from a single hosting location using the Internet/Intranet as the backbone.

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