Presentation to NWPCSS

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Presentation to NWPCSS
October 2nd Delivered by Mike Low
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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
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Account Management Performance queries,
resolutions and communication

• Customer Services
• Placing Orders
• 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

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External Escalation Process
If no response from Customer services in 24 hours
Escalate
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36 Hour Internal Escalation Process
If no response from KAM in 24 hours escalate to
H.O.S
Escalate if Necessary
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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