Integrated Print Management ServicesSpark New Zealand

Realising Better Print Outcomes with an End-to-End Managed Service

“We see a full breakdown of print costs, and we know where we’re making savings. Best of all, there’s been no price creep as time goes on. It’s obvious we are saving more year-on-year. You can see, and measure, the value they deliver.”

Rajesh Singh

General Manager,

Partnering, Procurement and Supply Chain

Spark New Zealand

Case Study Spark Integrated Print Management Services

Spark New Zealand (formerly Telecom New Zealand) is a nationwide digital services provider. Besides being a fixed line telephone services and mobile network provider, Spark is also an Internet service provider and major ICT provider to New Zealand businesses (through its Spark Digital division). Operating as a publicly traded company since 1990, it’s one of the largest companies by value on the New Zealand Exchange.

A Confident Move

Spark reviews all their procurement processes and partnerships every 2 to 3 years. They were keen to see what cost and efficiency gains could be achieved in the areas of customer communications, branding and operational activities and went in search of a new print service deal.

Rajesh Singh, Spark’s General Manager Partnering, Procurement and Supply Chain, said, “We had business drivers like price, innovation, reliability and responsiveness, but equally as important was securing a partner whose organisational values aligned with our own. We wanted a partner who thought like we did, and upheld our commitment to providing a great customer experience.”

At the end of a hotly contested tender process, Spark engaged Fuji Xerox New Zealand to provide them with print management services and printed products for a three-year period, effective from 1 April 2014.

Besides supplying services, Fuji Xerox expanded Spark’s on-site digital print hub by adding more production printers and supplying dedicated staff.

The selection of Fuji Xerox New Zealand as their external print partner was one decision that Spark made with confidence. The long-term relationship between the two organisations had already proved to be a meeting of minds – with innovation at the heart of it. Spark was one of the first organisations in New Zealand to adopt the Fuji Xerox Follow-You print solution, and Fuji Xerox multi-functional devices are installed throughout Spark’s main offices across New Zealand. Spark looked to Fuji Xerox for innovation and solutions, backed by the flexibility and capability to respond quickly to dynamic marketing initiatives.

“It’s important that our print partner ‘gets us’,” said Rajesh. “Our aim is to be the best digital service provider in New Zealand. We can only do that with a partner who is open to rapid change and provides us with the digital or automation solutions we need to make our organisational goals happen.”

Trial by Spark

Fuji Xerox’s expertise in change management meant that Spark’s transition to using an external print partner went smoothly.

The first challenge Fuji Xerox faced was a big one. Huge, in fact. Within months of their appointment, their new client changed their name from Telecom to the re-branded Spark New Zealand.

The task involved managing the sheer volume, range and logistics of the print material required for the rebranding exercise. Many of the requirements were not traditional print projects. The Fuji Xerox print management team found themselves sourcing for glass phone boxes from China, and rapidly developing new and sustainable supply chains for a range of other less-mainstream print items.

Despite the massive volume of work during the rebranding project, Fuji Xerox’s experienced team and robust processes meant they didn’t drop the ball – not even once. “They did exceptionally well during the rebranding exercise,” said Rajesh.

Spark achieved immediate and substantial cost savings. Fuji Xerox’s external integrated print services saved Spark 20% off their external print costs by the end of the first year.

iDeliver

On Tuesday 22 March 2016, they worked closely with their design agency to develop a print campaign, while Fuji Xerox organised quotes, selected suppliers and ensured all printing was produced and despatched to all of Spark’s 70 branches within 48 hours.

The ability to take an eagerly awaited product to market within such a short time is a huge commercial advantage to Spark.

Guaranteed Performance

The introduction of contestable pricing was important to Spark, and a key part of the Fuji Xerox print management process. Using a single partner who supplies on-site print managers, means Spark’s own team and suppliers are freed from the time-intensive task of sourcing and comparing quotes from multiple printers. Because of their extensive industry knowledge and unique business model by engaging hundreds of print suppliers throughout the country, Fuji Xerox’s team guarantee the best supplier for the job and deadline, and of course, for the right price, delivering an average savings of 20% on all external print jobs.

“Fuji Xerox’s open-book policy means that we can see their profit margins and all discounts achieved,” says Rajesh. “We also have monthly meetings to review their operational performance against our financial objectives and action plans.”

“We see a full breakdown of print costs, and we know where we’re making savings. Best of all, there’s been no price creep as time goes on. It’s obvious we are saving more year-on-year. You can see, and measure, the value they deliver.”

Smart Buying, Stunning Outcomes

Fuji Xerox’s contestable print buying process has achieved the bulk of the print savings for Spark to date. Providing a wider variety of channels for improved customer engagement, like digital, also contributed to the overall savings.

Onsite, and front of mind

Fuji Xerox expanded the digital capabilities of the existing print hub inside Spark’s premises, fully equipping it with machinery and staff. Spark’s marketing team now have on-the-spot proofing and printing available to them – spanning from business cards, to brochures, to banners. The print hub’s qualified and professional staff use wide format digital presses and high-speed professional colour digital presses. The service is convenient and the quality of printing and finishing is impressive.

The Fuji Xerox team also includes print buyers, print production specialists and a business manager, who work directly with Spark’s procurement and trade marketing departments, as well as with their advertising agencies. Spark’s trade marketing team rely on Fuji Xerox staff to manage the printing, delivery and installation of up to 60 different point-of-sale components to 70 Spark retail stores, and over 400 mass market outlets, like Harvey Norman and Noel Leeming, etc. Month in, and month out.

Richard Hull, Marketing Manager - Spark Retail Stores, says the Fuji Xerox team is an integral part of Spark’s marketing team. “One of the many benefits of having the team and print hub on-site is the dramatic improvement in the print turnaround time. The Fuji Xerox team is highly responsive, which is really appreciated given the short timeframes we give them to print and deliver material to our stores.”

The Importance of Being Aligned

The depth of the relationship between the two companies is important to Spark.

“We have a good deal of confidence in both the company, and their people,” says Rajesh. “They have the right combination of skilled people and well thought-out processes. As an organisation, Fuji Xerox has the capabilities and industry IP to deliver what they promise. While the bottom line has been met in terms of cost and reliability, it’s the level of personal engagement that we have with Fuji Xerox and their people that makes our partnership so rewarding. They are open and direct, take ownership, and are accountable – all things that Spark itself places value on.”

At a Glance

Organisation:

Spark

Industry Sector:

Telecommunications

Size:

5092 staff

Business Requirement:

To provide Spark with the visibility of the total spend on external print jobs through a complete outsourced service.

Fuji Xerox Integrated Print Management Services:

• Delivered 20% savings in the first year through contestable print pricing by a process of ongoing, cross-quoting, marketing testing and use of digital print technologies.

• Managed the end-to-end supply chain process during the rebranding project to Spark

• Managed the printing, delivery and installation of up to 60 different point-of-sale components to 70 Spark retail stores, and over 400 mass market outlets, like Harvey Norman and Noel Leeming, etc monthly.

• Provided a centrally facilitated, supplier and, on-site print procurement process.

• Implemented a consistent and co-ordinated stakeholder briefing process.

• Established a fully transparent partnership with all stakeholders and agencies.

• Introduced a streamlined ordering process

• Realised cost efficiencies from indenting stock and effective planning solutions.

• Applied best practice to the proofing and sign-off process.

• Ensured consistent brand and colour management.

• Equipped and staffed an onsite digital print hub, which can be shared with other organisations to offset costs.

About Fuji Xerox Global Services

Since its inception in 2007, Fuji Xerox Global Services has maintained its market leader position in document management and consulting services globally. At Fuji Xerox Global Services, we help our customers re-engineer their document management processes, ensure seamless integration into their current IT infrastructure, transform document intensive processes and customer communications to achieve operational excellence, costs efficacies and sustainable growth. As your business partner, your success is our success. For more information, please email fxgs.marketing@fujixerox.com or visit us at www.fujixerox.com/eng/solution/globalservices/

Founded in 1962, Fuji Xerox Co., Ltd. is a leading company in the Document Services & Communications field, offering solutions and services to help customers resolve their business challenges. Fuji Xerox is a 75-25 joint venture between FUJIFILM Holdings Corporation and Xerox Corporation, and its direct sales force covers Japan and the Asia-Pacific region including China. We employ approximately 47,000 people globally, with more than 80 domestic and overseas affiliates / sales subsidiaries. www.fujixerox.com

About Fuji Xerox New Zealand

Fuji Xerox delivers market leading document services and print solutions to the New Zealand market place. Our core philosophy is to be ‘strong’, ‘kind’ and ‘interesting’; a ‘strong’ company that delivers excellent products and services that satisfy customers, and is able to reward its shareholders continuously; a ‘kind’ company that contributes to local and global communities with a particular focus around young people; and an ‘interesting’ company at which employees find their life and work fulfilling. We aim to be a company with a good balance of all three attributes.Visit us at www.fujixerox.co.nz/solutions-services