Survey Helps In-plant Justify Digital Press
After detailed customer surveying, University of Nebraska Medical Center Printing Services discovered it needed a digital press. It added one, and now business is booming.January 2010 By Bob Neubauer
Fuller says the 8000 is great for runs up to about 1,000, but above that it becomes costly. The 34DI fits nicely here, cost-effectively producing runs between 1,000 and 10,000.
"There's a definite niche that we needed to fill," she says.
Along with the DI press, Printing Services has added a new 44˝ Epson Stylus Pro 9880 proofer. The shop also has two 42˝ HP Designjet 5500 wide-format thermal ink-jet printers, which it uses to satisfy a big demand for posters from the student population. The shop does its own mounting and laminating.
Surveys Allow Other Improvements
Using the CustomerAlert surveying module has helped the in-plant improve its services in other ways too. Fuller learned that a lot of promotional pieces were being sent to outside printers. The shop has worked to bring those back in-house.
She also learned, through the surveys, that customers wanted an invoice with the finished job rather than at the end of the month.
"We didn't realize that a lot of them wanted that," she says. The shop now does it this way.
Another revelation: "We found out that they weren't getting calls back in a timely manner, so we were able to address that," she says.
Fuller notes that using CustomerAlert to send out surveys takes just five minutes each week. She usually sends them out on Monday mornings. Because EPMS captures the last survey date for each contact, Fuller can avoid over surveying customers. She says she receives a 20-30 percent response rate. Customers, she adds, are always happy when she calls them back about their comments, and many times they reveal other information about their personal preferences. This helps the shop tailor its service to meet individual needs.
Fuller says that because CustomerAlert is a pay-by-the-month module, she can stop using it for a while if she wishes. So far, though, that hasn't happened.
"It's turned out to work out so well for us that we have been doing it every month," she reports.