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TELEPHONY
Information Visibility - DataShare™, Print On-Demand & Fulfillment
Challenge
In 2000 a leader in communication systems, applications and services was experiencing extremely high negative customer satisfaction rates related to product documentation. Complaints were at the top of the list for Customer Service calls.
It was determined that product documentation being provided with the product was either too difficult to understand, for the wrong product, or not included. This was creating time-to-market and product delivery issues. It was not uncommon for a $500K order to be delayed because it was missing a $5 product instruction booklet.
Multiple vendors were being used for fulfillment of the documentation which resulted in inconsistent delivery and affected material branding and print quality. This end result was unusable or redundant inventory causing excessively high inventory obsolescence.
Solution
GlobalWare worked closely with the client to understand the documentation requirements and proposed a solution that established standard fonts, colors, and logo placement specifications. The single vendor solution instituted a print-on-demand model which would reduce customer complaints, costs and inventory obsolesce concerns.
DataShare™, GlobalWare’s secure web-based Digital Information Management Center, was utilized as a single archive for the company’s document files. DataShare provided the ability to modify documentation prior to each run to meet changes in specifications or customer feedback. DataShare also supported cost reductions by allowing GlobalWare to produce and distribute the documentation from its global locations and to take advantage of “closest to the customer” ship destination.
Result
Since 2000 the company has realized exceptional benefits from the partnership:
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Reduced costs by $10 million in the first five years by: |
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Virtually eliminating inventory obsolescence |
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Reducing delivery costs by using “closest to customer” shipping locations |
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Reducing number of print runs |
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Consistent packaging and adherence to corporate standards |
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Print-on-demand model and digital information center allows for real-time documentation edits prior to printing |
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Increased customer satisfaction with rapid delivery and quality documentation |
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Single vendor solution simplified business operations and product turnaround |
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