marketing update - issue 1
DESCRIPTION
Marketing update - Issue 1TRANSCRIPT
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COLLATERAL UPDATE
MARKETING UPDATE
RETENTION TOOLKIT
You should now have received most of your marketing collateral for Q1, including your Chocolate campaigns, Attention grabbers, Switch & Save leaflets and more. There will be a few more items coming in March, so for those of you who ordered the OfficeTeam mugs, Easter eggs, pallet notepads and umbrellas please do keep an eye out for these. There is currently a minor delay on the following collateral – Switch & Save consolidated version, InteriorTeam Corporate Brochure and PrintTeam Case Study Books, more details on when you can expect these can be obtained from your Manager or Regional Administrator.
The marketing toolkit is your opportunity to WIN that potential new business or GROW sales within your existing customer base; so we’ve ensured that there’s a range of materials available to cater for all types of customers.
In 2015 we are renewing our focus on customer retention, to ensure that we do everything possible to retain our customers. You should now have everything you need to choose any initiatives from the toolkit:
DON’T FORGET
FOR MORE INFO
Everything that you place with a prospect or trading account will need to be recorded on CRM. It’s vital for us to monitor the use of our marketing initiatives and measure their effectiveness. It will provide us with important information to help us plan any future marketing materials and campaigns.
The most effective retention activity will be driven by the Account Manager, based upon your knowledge of the customer, the account history and your relationship. The toolkit provides you with a range of options, giving you the flexibility to select an appropriate offer when needed, whether a customer has lapsed, requires a growth bonus, is approaching tender etc.
• RSMs have received retention guides to pass onto ASMs as part of their briefing on the retention toolkit• RSMs will train ASMs on how to log retention items in CRM as part of the briefing • Regional Administrators will have received the following stock items for use as required: Recommend a
friend/ Thank you cards/ Sorry cards/ 10 reasons you chose OfficeTeam• All other retention collateral is personalised or templated and can be found on TeamTalk
For more information and pdf downloads please visit TeamTalk/ Literature/ Retention
The Customer Retention page has now launched on TeamTalk, under the Literature menu. Visit the page to find detailed information on the initiatives and offers available.
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Update from OfficeTeam
OfficeFleet is the newly formed logistics network wholly owned by the OfficeTeam Group. Our existing fleet of 155 OfficeTeam vans will be phased out during 2015 and replaced with our OfficeFleet liveried vans. We want our customers to be completely satisfied with our service, so we strive to deliver a personalised, superior service each and every time.
Although the vans may be changing, you can still expect the same great service.
Watch out for our new OfficeFleetvans
ACCOUNT REVIEW PACKS
The latest version of the bespoke A Account and Automated B-F Account Review packs are now available to use and copies of the slides can be found on the Customer Retention page on TeamTalk under the Literature menu.
PLEASE NOTE
We’ll continue to add vertical markets as we build up our case study library.
Marketing will provide refreshed content on a bi-monthly basis including a product marketing update and ‘Big Ticket’ deals, details of new wins and charity news; however you don’t need to include all the slides at once, just choose the slides relevant to the forthcoming review. The next update is due w/c 6th April 2015. There’s a renewed focus on retention this year, and an Account Review is an important step in the customer journey and an excellent opportunity to showcase what has been delivered so far. As such, we would recommend a formal review is carried out for Top 500 Accounts and Top 10 Accounts per ASM in the first quarter of the year. ASM and CAMs can refer to their Best Practice document for a guide on the frequency of an Account Review thereafter. There are also some handy hints and tips in the Retention Guide.
The latest content includes:
• Customer pages by vertical market: Legal, Finance, Retail• Case Studies by vertical markets: Legal, Finance, Retail, Charity• Update from OfficeTeam: Watch out for the new OfficeFleet vans• Update from OfficeTeam: Instant Reporting• Organisational Chart template• OfficeTeam Services and Benefits infographic• Updated imagery on Interiors, Workplace and WorkWear pages. Print to follow soon• New Product Innovation – Blank template• Charity update Staff Fundraising• Updated Environmental slides• OyezTeam Buying Network introduction and services infographic (B-F Automated pack only)
When Baillie Gifford wanted to update its office desks, the asset management and investment trust was looking for a solution that was in keeping with its corporate image, supported its technology setup, and could be expanded in line with the organisation’s future growth.
InteriorsTeam met all of the above. The new furniture was installed, department by department, often at weekends, to minimise disruption. Many desks had built-in CPU holders and monitor arms to match Baillie Gifford’s technology needs. We stocked additional, matching desks at our local warehouses which could be called-off when required as the company expanded.
Everyday Loans was keen to achieve financial savings on its office supplies. During an initial meeting, the personal loans provider agreed to move to OfficeTeam if we could achieve savings of 15%. Relentless in pursuit of value for our customers, we went on to achieve savings of 24%.
Key to these savings was the introduction of an online ordering system, loaded with a restricted list of products which each office could order from. For products outside of the list, staff had to contact Everyday Loans’ Head Office. In addition, an authorisation level was set up so orders above a certain value required approval. These mechanisms gave Everyday Loans better control over its offices supplies spend.
Building on a longstanding relationship for stationery and print, Rathbones asked us to furnish its London HQ. The investment management firm had 350 staff to accommodate over the premises’ two floors. As such, the scope included bench workstations, task seating, storage, dining, break out areas and meeting rooms.
We worked closely with Rathbones to design and develop a solution, paying attention to details such as cable management, desk top power, bespoke under desk storage and high capacity vertical storage. We supplied mock ups for evaluation and arranged showroom visits. Our design team were also involved in revisions to floor plans and layouts in conjunction with the architect.
All products were delivered and installed on time, to budget, and to Rathbones’ complete satisfaction.
When mutual insurance company Royal London moved to OfficeTeam to supply its stationery, including paper and toners, we instantly generated 16% savings against the volumes used historically. In addition, we have achieved yet more savings by rationalising the core list further and recommending alternative products.
The transition to OfficeTeam was smooth without disruption to Royal London’s day-to-day business, meanwhile the ordering and delivery process has been described as ‘seamless’.
“The fitting and installation team are a credit to InteriorsTeam. Nothing is ever too much trouble and they work around us. I’d certainly recommend them to anybody undertaking a similar project.”Facilities Team Manager, Baillie Gifford
“I have been most impressed with the flexible approach that Office Team has demonstrated throughout the transition. Nothing has been too much trouble. Based on volumes used historically we achieved 16% savings.”Group Procurement, Royal London
“...it was agreed during the initial meeting that if OfficeTeam achieved a 15% saving ... [we] would move. OfficeTeam achieved a 24% saving.” Financial Director, Everyday Loans
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Account R
eview Fact
Find
Servi
ce &
Logist
ics
Consolid
ation o
f
Supply
Chain
Decisio
n Mak
ing
Process
What e
nhancements,
efficiencies o
r improvements
would you like to
see in
the coming
period?
The biggest area fo
r making sa
vings is ofte
n achieved through conso
lidatio
n of supplie
rs.
Which of t
he follo
wing areas would be w
orth exploratio
n with
you?
Who (if
any) are th
e other d
ecision m
akers or in
fluence
rs when lo
oking at these
other
areas of in
terest?
Print -
Busine
ss
Print P
OS/Mark
eting
Manag
ed Prin
t and
Copying
DX Assessm
ent
Furni
ture P
rojects
& Ad Hoc
Tail M
anag
emen
t
Digital D
ictati
on
Workw
ear
Archivi
ng
Telep
hony
Workp
lace
Scan
ning
Electr
onic
Form
s
Tone
r &
Ink
Shred
ding
LED
Lighti
ng
Customer N
ame:
Date:
Area of
Inter
est
Contac
t Nam
e
Produc
t Sec
tor
Decisi
on M
aker
/
Influe
ncer
Tel
Review
Points
ACCOUNT REVIEW FACT FIND
Account Reviews are one of the most powerful retention opportunities we have. They are a chance to showcase what we have delivered so far, and demonstrate how we fit into the customers business and future plans. You should approach an account review with clear objectives, and leave with action points to be followed up.
To ensure that you/your teams are well equipped to steer the conversation and obtain the right information during an account review, the Sales Directors have produced a fact find prompt sheet to assist you during these meetings. The fact find sheet will help to structure your reviews to help:
• Present new products and services • Uncover hidden objections • Pre-empt tenders and benchmarking• Tackle subjects such as payment and AOV
TO DOWNLOAD
Visit TeamTalk/ Literature/ Retention to download the region’s new Account Review Fact Find document, designed to prompt questions and help channel the review.
A ACCOUNT REVIEWS
From the beginning of March, Marketing will provide support for the creation of content for A Account Review packs. We will research individual accounts and their market sector to provide a bespoke element to the pack and work with the ASMs/CAMs to ensure the objectives are correct and we tell a positive story. Sales Support will continue to provide the bespoke core data reports. If you have an A Account Review coming up and you’d like marketing to help create the pack, please notify us at least two week before the review is due.
OfficeFleet is the newly formed logistics network wholly owned by the OfficeTeam Group. Our existing fleet of nearly 200 OfficeTeam vans will be phased out during 2015 and replaced with our OfficeFleet liveried vans which better describe our expertise in delivering that all-important customer service, so often underestimated by many Companies. Our vans may be changing, but your customers can still expect the same great service from our dedicated team of local drivers.
DON’T FORGET TO TELL YOUR CUSTOMERS…LOOK OUT FOR OUR NEW OFFICFLEET VANS!
LOOK OUT FOR OUR NEW OFFICEFLEET VANS
![Page 4: Marketing update - Issue 1](https://reader031.vdocument.in/reader031/viewer/2022020506/568cabb91a28ab186da6b443/html5/thumbnails/4.jpg)
Account R
eview Fact
Find
Servi
ce &
Logist
ics
Consolid
ation o
f
Supply
Chain
Decisio
n Mak
ing
Process
What e
nhancements,
efficiencies o
r improvements
would you like to
see in
the coming
period?
The biggest area fo
r making sa
vings is ofte
n achieved through conso
lidatio
n of supplie
rs.
Which of t
he follo
wing areas would be w
orth exploratio
n with
you?
Who (if
any) are th
e other d
ecision m
akers or in
fluence
rs when lo
oking at these
other
areas of in
terest?
Print -
Busine
ss
Print P
OS/Mark
eting
Manag
ed Prin
t and
Copying
DX Assessm
ent
Furni
ture P
rojects
& Ad Hoc
Tail M
anag
emen
t
Digital D
ictati
on
Workw
ear
Archivi
ng
Telep
hony
Workp
lace
Scan
ning
Electr
onic
Form
s
Tone
r &
Ink
Shred
ding
LED
Lighti
ng
Customer N
ame:
Date:
Area of
Inter
est
Contac
t Nam
e
Produc
t Sec
tor
Decisi
on M
aker
/
Influe
ncer
Tel
Review
Points
CRM UPDATE
Dashboard 2 has now been updated, as per the recent update. Please check that Accounts are appearing as expected in this report, especially in the Call Coverage report. If there are any issues, please speak to your CRM Administrator, as this is likely to be due to a problem with the way the Account is set up in CRM.
Dashboard 3 is now visible in your dashboard folder as ‘3. Sales Pipeline’. The report showing the Gap Fill Target Accounts has also now been updated with the new Gap Fill target accounts for this quarter. For those of you with a Specialist role, the dashboard has changed from the previous version and only those Opportunities that you own or Opportunities that are on Accounts that you own are included in your reports, (they were previously including all those opportunities on Accounts that you were shared on). The reports on this dashboard have been fully tested and are reporting the data accurately, but if there are any anomalies, please highlight these to your CRM Administrator, as this is likely to be due to an issue with the data itself, something that can easily be rectified. The process of updating the dashboards is now well underway and further updates will be sent to let you know when dashboards are being re-launched.
We have added a new field onto the Account form so that you can indicate the quality of the Prospects you are working on, to help you to prioritise your activity. The field is called Prospect Rating and gives you the options of Hot, Warm and Cool.
Some of you may have noticed that we have added new Sharing Names onto the Account form – there are now options for when you share an Account with Tail Management, OyezTeam and for EOS.
All relevant Accounts have now been updated with a new Turnover Classification and the Top 500 flag has also been updated for this year. The Black Hole fields will be updated ready for the launch of Dashboard 3.
DASHBOARDS
PROSPECT RATING
NEW SHARING NAMES
DATA UPDATES