First Choice Coffee wanted to implement a tightly scheduled re branding project in 100 coffee shops throughout the UK for its coffee tariff boards. This would demand a consistently high level of product quality and fitting, whilst also allowing for customer ‘special print’ requests.
Multiple print requests would be generated at site levels – all for accurate and immediate delivery. Pricing would need to be standardised and agreed in advance. Due to cost constraints in the recession – pricing would need to be extremely competitive whilst not impacting the service provision. How could this be managed whilst at the same time delivering exactly what was required, when required?
THE SOLUTION:
Specialist large format printers Boyall Graphics & Print Ltd was invited in to discuss the project.
It was agreed to appointment a dedicated Customer Service Account Manager within Boyalls to oversee the project whilst at the same time having a singular contact point within First Choice Coffee assigned. A Service Level Agreement of one-week turnaround was agreed. A standardised order template withclearly identifiable product costs was created with the ability to accommodate special print requests. The template was dispatched to the Business Development Team within First Choice Coffee whilst Boyall Graphics went ahead and ordered in buffer stocks of print material and hanging equipment. Each member of the Business Development team was allocated specific sites to visit and agree the rebranding requirements. From these visits orders were emailed same day to the contact within First Choice Coffee who allocated an order number and dispatched to Boyall Graphics for production and despatch direct to the site.
THE BENEFITS:
The new printed tariff boards had the following benefits. Having a predefined order template with prices meant that no time was wasted agreeing individual orders. The Service Level Agreement meant that jobs could be ‘stacked’ up thus resulting in improved costs of production and faster turnaround of orders whilst still achieving deadlines. Limiting the
communication to one point of contact between the two companies and ensuring there was an easily identifiable purchase order process resulted in queries being addressed immediately and accurately. In holding buffer stocks of base materials, Boyall Graphics ensured that
* ‘Specialprint’ requests could be fulfilled at the same time as standard orders.
* All urgent orders were fulfilled as requested.
At the end of each month one consolidated invoice could be produced listing all orders and delivery details – this reduced the costs associated with
administration and made account enquiries easier to handle. The two companies are now working on the next project!
