BOISE / OFFICEMAX - how a sharp partnership approach saved millions of dollars of revenue

THE SITUATION:

Two strategic print management accounts worth more than $6M were put under pressure from a failure of a new ERP system combined with a warehouse flood resulting in massive damage to clients' stock. The size and complexity of these accounts meant the Partnership Manager was responsible for the service teams - and the client revenue.

THE OPPORTUNITY:

To retain more than $6M worth of revenue plus rebuild the trust and confidence of key clients.

THE SOLUTION: PARTNERSHIP SHARPENING AND IMPROVEMENT POINTS:

Rely on classic Partnership method and respond with specific recovery plans for each of the strategic accounts and then champion fast implementation throughout the organisation. Obtain key sponsorship of emergency spending and resource initiatives from CEO and obtain commitment across IT, logistics, sales and call centres to deliver changes.

IMPLEMENTATION:

1 - 'Sharpen-up' the individual service teams. Scheduling of targeted 121 presentations from Key Account Managers across all key contacts supported by daily outbound centre service calls - and where needed, changing personnel. Partnership Manager took responsibility for morning and afternoon conference calls from client Relationship Managers and project managing the response.

2 - 'Performance Improvement Points' (PIP's) - in addition, proactively build a series of simple to implement weekly initiatives to re-build personal and organisational credibility, from changing delivery schedules to re-processing an entire series of incorrect electronic invoices.

RESULT:

More than $6M of strategic print accounts that were put at risk were retained.

Benchstone can help you to successfully deliver your Partnership Strategy and Pioneer and Sharpen your Marketing Partnerships. For more information and an informal chat, contact Andrew Armour or call him now on (+44) 07971-231-025