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ISM Article

Dealer Education From Classroom to Case Study Success

11 Oct, 2011 By: Terri Dunn, Print Management Solutions Group imageSource


It is one thing to make an investment in training and other resources to fuel your MPS business model. It is quite another thing to go beyond assuming the fairy dust has been sprinkled and “hoping” you will be successful and see results. It’s the old adage - “Hope is NOT a strategy.”

Implementation requires a fast response to action, change management, and a commitment to moving “forward” with this new Go-to-Market Strategy. Too many make the investment then return to day-to-day activities, talk tracks and measurements they have embraced for the past fifteen years.

The “right” training program exudes a mechanism for immediate implementation that stimulates immediate action and gets immediate results. As a first example, listen to the actual words from a senior executive just one day after specialized training participation:

“I have to share this short story with you. I had, along with one of my sales reps who also attended training, had a 10:00 a.m. meeting this morning with the COO of a Healthcare Organization. The conversation quickly focused on the immediate and longer term goals of the organization. She proceeded with a detailed explanation of her concern for their overall spending with relation to printers. They have printers in every office and although she knows that there are better processes, (and before she is interested in hearing any solutions), she wants to get her arms around what’s happening in her environment with the long term goal of standardizing and better controlling costs.

WHAT? Are we on You Tube? I casually pulled out a copy of our Quick View document and followed the (training) process step by step. We were at their facility for two hours, conducted a walkthrough with floor plans in hand, and successfully achieved the “Quick View Implementation Commitment.”

This company has 13 locations and we have the C-Level buy-in to get everything we need to analyze the size and scope of this solid opportunity! My rep was so motivated when we walked out that he called a meeting at 8:30 a.m. the next morning to share our story and start role playing!

Now review a summary of results from another who has been at MPS for some time. WBM Office Systems invested in training (with Print Management Solutions Group) even after they were enjoying a relatively successful MPS program.

Here are brief case studies:

Impact on Patient Care & the Global Food Chain

What happens when an office products dealership’s vision and client need collide with Tier One manufacturer available technology? Robust impact on our environment, healthcare patient care and even greater efficiencies in the global food chain, just for starters!

In May, 1950, WBM Office Systems in Western Canada set out with a vision to revolutionize corporate information. Those were the years when typewriters and calculators were revolutionary corporate communication tools. From WBM’s first photocopier in 1962 to their first Digital Network in 1984 the vision grew to a $30M enterprise today that offers their clients expertise, tools, solutions and resources to fully execute the 4 stages of the MPS Expanded Customer Adoption Model.

In discussion with Brett Bailey, Vice President of WBM, and in review of two Case Studies that sum up WBM’s capabilities and the profound impact their resources have on their client organizations, it is clear that their vision in 1950 has never become stagnant or stuck in the transactional cycle of “just selling boxes.”

These Case Studies were purposed as 11-12 minute “read time” documents to summarize for their clients’ C-Level executives the significant progress their partnership has made over a relatively short period of time. The studies also identify “substantiated proof” that the partnership is executing a strategy with customized solutions that expedite the achievement of the client’s fundamental goals.

Office Technology and the Global Food Chain

Take a global leader in providing premium food ingredients to global food manufacturers and a unique set of IT challenges and parlay WBM expertise:

  • 4 Provinces, 3 States, over 200 sites within a land mass greater than all of India with 633 devices from 18 different manufacturers and over 156 different device types

  • Complete restructuring of IT resources

  • Concerns for employee efficiency & satisfaction

  • Concerns for water, soil and sunshine preservation as providers of premium food ingredients such as grains

Match to WBM resources, initiatives and highly trained and skilled staff:

  • Tier One product and solution providers

  • WBM’s Green Team which has emerged as a Top 10 Green Solution Provider

  • WBM’s talented team of experts

Get Results:

  • Total project execution in about 50% of budgeted time

  • 26% infrastructure reduction, dropping 471 devices after optimization

  • 48.4% reduction in cost for almost 1M pages per month on a Managed Print Services program

  • A reduction from 18 manufacturers to a single partner and from 156 devices models to 10

  • Closing the “convergence gap” through complete utilization of device features and capabilities for applications

  • A standardized design leading to streamlined support and a repeatable deployment model

  • An end-user adoption satisfaction rating of 4.85 out of a possible 5

  • Environmental impact of 20.5% carbon emission reduction, equivalent to planting a forest of 11,123 trees and a 63.3% kilowatt hour reduction

Challenges met, expectation exceeded, on-going management of an ever changing environment…in short, execution of a 1950 vision to revolutionize corporate information.

Impact Patient Care in Healthcare Environment

For years CIO’s in Saskatchewan’s smaller regional healthcare facilities struggled to obtain Top Tier pricing on IT products leading procuring IT products by the “best deal” rather than the “best fit.” This led to products from 16 manufacturers and more than 130 different device models for IT to attempt to support. In turn, this initiated end user frustration focused on machine inefficiencies for all levels of healthcare end users who made the link to their inability to provide optimum patient care. In their words, “IT needs to understand that if this machine is down, the patients suffer.”

With technology increasingly becoming core to all patient care and services, the strain on IT personnel resources is magnified. Finding a solution to alleviate this strain so that expensive IT resources can focus on core competencies was a priority.

Enter WBM Office Systems. Implementation of a Managed Print Services program, Help Desk integration, optimization of 16 manufacturers and over 130 different device model environment to two elite partners, Ricoh and HP, and a reduction to only 20 different device models.

Get Results:

Buying power that eliminated sacrificing fit and built a standardization across regions

  • The end of frustration. With technology touching every employee and ultimately every patient, a greater focus is transferred to patient care.
  • $1,440,000.00 over five years through a Managed Print Services program that can be transferred to patient care initiatives.
  • State of the Art technologies that reduce the carbon foot print with annual CO2 reductions representing 64 tons of recycling.
  • A system for end user communication to build trust and confidence in on-going project initiatives.

While the Saskatchewan Health Regional CIO’s clearly recognize the “Quick Wins” realized through WBM’s successful implementation which is currently running at 108% of targeted goals; the ongoing quarterly reviews and customer satisfaction surveys focus on the continually changing environment. WBM can then stay ahead of changes and challenges the healthcare regions encounter as the face of healthcare continues to change and evolve with technology.

Clearly, WBM founded on a 1950 vision of revolutionizing corporate communication, is achieving what executives want and need from their partners to help their clients change the world in which we live. From patient care to the global food chain, WBM Office Systems makes a difference.

Staying in front of the opportunity to transform your organization to a full capability MPS provider requires resources and skills training that are fresh, polished and possible to implement immediately. If you expect your clients to be able to differentiate you from your competition, you must change their experience.

The two office products dealerships discussed have embraced a strategy that provided transformation and have enjoyed fast results. They are excited about all the resources available from the Ricoh ChaMPS program that enable them to provide a complete execution of the MPS Expanded Adoption Model. And they both, one new at the game and the other somewhat seasoned, realized the benefits of Print Management Solutions Group’s “Selling Managed Print Services” training program to position them for continued success. It is no secret that
their company leadership has taken charge of these initiatives and is commanding a Return on Investment.

Training. Implementation. Results.


Teri Dunn is a Senior MPS Consultant for Print Management Solutions Group and Master Facilitator of the nationally recognized sales training program, Selling Managed Print Services. Call 800-403-9379 or visit www.printmanagementsolutionsgroup.com.

 




About the Author: Terri Dunn


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