The Winning Solutions of ProSource5 Nov, 2012 imageSource
Every day, more than 5,000 customers entrust the efficiency, security and reliability of their business operations to ProSource. From corporations to colleges, manufacturing to medical, ProSource provides the mainstays of business: document management, scanning, copiers, printers, print management services and production printing. Winning the prestigious imageSource 2012 Perfect Image Award for its Outstanding Customer Service Program is significant to ProSource – and a confirmation to those thousands of customers that have entrusted their operations to a company singled out nationally for its commitment to ethical, proactive and guaranteed satisfaction.
Increasing Customer Productivity
“My dad, David Russert, and his business partner built the business by really listening to customers, hearing their challenges and then determining how our products could increase workplace productivity and reduce costs associated with copying, printing and faxing,” notes Ben Russert, ProSource president and second-generation owner. “I learned early on from my dad that we aren’t selling products as much as we are selling solutions. And that we’re not successful unless our customers are satisfied.”
It’s a lesson taken seriously at ProSource, and woven into their interaction with every customer. Each time an agreement is finalized, the customer and a representative from ProSource sign a TotalPro Guarantee: “If you are not totally satisfied with your TotalPro Experience, let us know immediately and we will right the wrong. Instantly.”
To ensure that customers are satisfied in every interaction, each customer has an assigned Response Team dedicated to meeting the customer’s needs. And when an issue isn’t immediately resolved, there is an Escalation Team made up of managers and executives who ensure that any outstanding issue is not only owned and resolved by a manager or executive, but also that a visit is made to make certain that the problem is solved and the customer is satisfied.
As another means of serving its customers, it is ProSource’s goal to be a single-source solutions provider for all document needs. Since 1985, ProSource continues to be the partner of choice for copy, print and fax. Its Managed Print Services enable organizations to monitor and control printing and its related costs. ProSource’s expertise in document management brings another level of efficiency to the workplace.
To that end, in 2011 ProSource acquired docuVision, a workflow and document management provider with nearly 20 years of experience. Using software solutions, ProSource and docuVision can create an office where documents require less paper and are more secure; where people work smarter, not harder, and where time and money are used more efficiently. And - a greener workplace - where a strategy for long-term content storage is in place.
“The capabilities of our software offerings are incredible, and can transform the workplace in a way that email, computers and other technologies have done,” says Ben Russert.
Because ProSource recognizes the considerable impact documents have on workflow, they bring to every customer the TotalPro Experience – a six-step approach that ensures quality, service and satisfaction to improve the customer’s business. It’s a commitment no one can match. “The TotalPro Experience is the foundation of our interaction with our customers,” says Russert. “It’s a customized approach designed to bring them extra value at every level of their interaction with us.”
We Mean What We Say
ProSource is so firmly committed to ensuring an unmatched customer experience that their TotalPro Guarantee has become a steadfast component of every customer agreement. “We mean it when we say that we strive for 100% customer satisfaction,” notes Russert. “We want all of our customers to be totally satisfied with ProSource.”
“Technology has changed the tools we can offer to help a business run efficiently, productively and competitively, yet one of our offerings remains the same as it was in 1985: our commitment to our customers,” comments Russert. “That commitment is part of the DNA of ProSource. Every day we focus on how we can help our customers evolve, prosper and win with imaging and information services.”
ProSource by the Numbers
The average service technician has been with the company 13 years.
ProSource supports business communities through membership in 33 chambers of commerce.
ProSource supports 21 charities selected by employees.
ProSource is among the five largest independent Konica Minolta dealers in the U.S.
150 associates make up the dedicated ProSource team.