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Working with Canon, TDC3 makes it easier than ever for its customers to use its services.
"We were at the stage where we needed something that was going to take us to the next four or five years. I believe in following your instincts, and this was the right way to go." - Bruce Peddlesden, Managing Director, TDC3
The Digital Colour Copy Centre (TDC3) is one of Australia's most successful digital printing ventures, employing 42 people across two sites, in South Melbourne and Richmond, Victoria. Thanks to a new software system, customers can now send business to TDC3 directly from their PCs, simply by opening any document in a program such as Microsoft Word and then selecting Print from the File menu. The result: these customers are more satisfied and loyal than ever before, while TDC3 is saving labour and meeting tighter deadlines.
A common scenario
For some time, most of TDC3's clients have submitted their work as digital files, rather than as hardcopy. Until recently, that meant using a courier to send CDs or other types of disc to TDC3, or sending files to the company electronically via email or FTP.
It's a common scenario, and it was creating all the usual headaches for TDC3 and its clients.
"On Friday afternoon, the traffic is chaotic and instead of taking an hour, a courier can take two or three. Recently we had strikes in the city and it was more or less impossible to get jobs out by courier while the marches were on," said Bruce Peddlesden, Managing Director, TDC3. "Likewise, when it comes to email, a lot of people have restrictions on the size of files they can send. Even our FTP server was starting to get clogged up. So there were delays and miscommunication."
One of the reasons these delays were such an issue was that digital printers such as TDC3 sit at the very end of the document production process. Even if a client has spent several months researching, writing and designing a report, by the time they send it to TDC3 they can sometimes need it printed in just a few hours. TDC3 always aims to delight its time-pressed customers, but delays with couriers and misplaced emails were making this harder than necessary.
In fact, these pressures were reducing the time that TDC3 could set aside for checking some jobs before sending them back to a client. From time to time, TDC3 even had to turn down work, "especially when we had two clients wanting the same deadline and the same equipment," Mr Peddlesden said.
Following your instincts
Over the last 20 years, the entire reprographics industry has been completely transformed. Photocopying has given way to digital printing. The ways in which printers manage jobs have been streamlined. Productivity has been boosted dramatically.
Likewise, the organisations that rely on the reprographics industry for services ? from schools to businesses and government departments ? have experienced sweeping changes of their own. For example, 20 years ago, the internet was used mainly by researchers in universities and the military, but today most of TDC3's clients have broadband internet access.
These have been massive shifts, yet the way in which the reprographics industry interacts with its clients has barely moved in more than 20 years. In the 1980s, clients sent film to their printers via courier. Today, most clients still use a courier, only they now send a CD rather than film. However, things can't stay unchanged for ever. Between the rise of digital printing and the adoption of broadband internet access, it was clear to Mr Peddlesden that TDC3 and its clients were ready for another major transformation ? in how they interacted with each other.
"We were at the stage where we needed something that was going to take us to the next four or five years," said Mr Peddlesden. "I believe in following your instincts, and this was the right way to go."
Having identified the opportunity, Mr Peddlesden and his IT manager examined four or five possible solutions for building a web store. These ranged from creating their own store "from scratch" right through to harnessing a tool like EFI Digital StoreFront (DSF) ? a software system that's exclusively supported in Australian by Canon.
"We spent quite a bit of time with Canon going through DSF and we discussed it directly with EFI in the US to understand where they were going with the product," said Mr Peddlesden. "After reviewing everything, we found that DSF was by far the best product. It wasn't just smoke and mirrors, which a lot of these solutions have been. It had everything you want ? the payment gateway, a good catalogue system, the ability to combine files to make a document for printing ? the total solution."
"Having a good IT manager and the back-up of trained Canon personnel has allowed us to get it up and running very easily," said Mr Peddlesden. "We trialled it with a couple of peak customers including a government department and a large charity and they enjoyed working this way ? they found it easier and comfortable. So we have now started rolling it out to a much broader cross-section of our customers."
A better way of doing business
One of the keys to building a profitable business is fostering closer and deeper relationships with customers. With the help of Canon, TDC3's clients feel like its services sit right on their desk, even if their office is at the other end of town.
"No matter how well you deal with a company, there's always going to be business that leaks from that company to other suppliers," said Mr Peddlesden. "This way, you're making it so that you're on their desktop. It's easier than doing business with another supplier, so they tend to use us."
Customers love using TDC3's new system because they don't have to buy new software, learn new processes or even leave their desks. Rather than buying and learning how to use a new tool like Adobe Acrobat to convert the files to PDF format ? a conversion that is essential with professional printing ? DSF will automatically convert their files to PDF for them when they hit Print. Rather than asking them to use an email or FTP program to send the file, DSF will do this automatically too. Once the customer uploads the file, DSF provides an on-screen proof and a quote ? so there's no need for the customer to try to reach a sales rep on the telephone. Once the customer approves the proof and quote, DSF sends back a delivery confirmation.
If the job is a repeat, such as a new batch of stationery that has been printed before, the client does not even have to upload the file. They just reorder the work instantly with a few clicks.
Different clients have different needs for an online ordering system. For many clients, TDC3 quickly customises the user interface so that it becomes "their" online store, helping TDC3 form closer partnerships with these organisations. "It's got very good flexibility," Mr Peddlesden said. Examples of this customisation would include providing a government department's internal codes in its ordering screen, and making certain options ? perhaps recycled paper ? the default choice or the most visible choice for organisations that have that preference.
Every customisation makes the system even more attractive to the client, which encourages them to give more of their work to TDC3, and to send more of this work through the online ordering system. This means more business and less work for TDC3, which is a best-of-both-worlds solution.
"Having more time in production is what everyone wants," says Mr Peddlesden. "DSF is taking work off customer service. It's taking work off the sales reps. It's giving us that extra time in production."
"Customers have been very happy with the solution. After an initial bit of trepidation, they're finding it very easy to do. Unlike me, who's old and over the hill, a lot of younger people are quick adapters and find it an easier and better way of doing business."
About Canon
Canon Australia is a leading provider of advanced, simple-to-use imaging solutions for businesses and consumers. Canon's Australian R&D company, CISRA, develops customised solutions for local customers, and exports digital imaging technologies for use in Canon products worldwide. Canon has ranked among the top-three US patent recipients for the past 13 years, and had global revenues of $US33.3 billion in 2004. Canon Australia also operates Canon Finance Australia, which offers one-stop shopping for customers wanting leasing or finance services. For more information, visit canon.com.au
Media contact:
Steven Noble
Associate Director, Technology
Hill & Knowlton
02 9286 1238
snoble@hillandknowlton.com.au
Hill & Knowlton's goal is to always distribute information in the most convenient and appropriate manner possible. If you wish to unsubscribe from any Hill & Knowlton mailing list, please notify us by return email. We will only contact you again if we need to clarify your instructions.
Back to topA common scenario
For some time, most of TDC3's clients have submitted their work as digital files, rather than as hardcopy. Until recently, that meant using a courier to send CDs or other types of disc to TDC3, or sending files to the company electronically via email or FTP.
It's a common scenario, and it was creating all the usual headaches for TDC3 and its clients.
"On Friday afternoon, the traffic is chaotic and instead of taking an hour, a courier can take two or three. Recently we had strikes in the city and it was more or less impossible to get jobs out by courier while the marches were on," said Bruce Peddlesden, Managing Director, TDC3. "Likewise, when it comes to email, a lot of people have restrictions on the size of files they can send. Even our FTP server was starting to get clogged up. So there were delays and miscommunication."
One of the reasons these delays were such an issue was that digital printers such as TDC3 sit at the very end of the document production process. Even if a client has spent several months researching, writing and designing a report, by the time they send it to TDC3 they can sometimes need it printed in just a few hours. TDC3 always aims to delight its time-pressed customers, but delays with couriers and misplaced emails were making this harder than necessary.
In fact, these pressures were reducing the time that TDC3 could set aside for checking some jobs before sending them back to a client. From time to time, TDC3 even had to turn down work, "especially when we had two clients wanting the same deadline and the same equipment," Mr Peddlesden said.
Following your instincts
Over the last 20 years, the entire reprographics industry has been completely transformed. Photocopying has given way to digital printing. The ways in which printers manage jobs have been streamlined. Productivity has been boosted dramatically.
Likewise, the organisations that rely on the reprographics industry for services ? from schools to businesses and government departments ? have experienced sweeping changes of their own. For example, 20 years ago, the internet was used mainly by researchers in universities and the military, but today most of TDC3's clients have broadband internet access.
These have been massive shifts, yet the way in which the reprographics industry interacts with its clients has barely moved in more than 20 years. In the 1980s, clients sent film to their printers via courier. Today, most clients still use a courier, only they now send a CD rather than film. However, things can't stay unchanged for ever. Between the rise of digital printing and the adoption of broadband internet access, it was clear to Mr Peddlesden that TDC3 and its clients were ready for another major transformation ? in how they interacted with each other.
"We were at the stage where we needed something that was going to take us to the next four or five years," said Mr Peddlesden. "I believe in following your instincts, and this was the right way to go."
Having identified the opportunity, Mr Peddlesden and his IT manager examined four or five possible solutions for building a web store. These ranged from creating their own store "from scratch" right through to harnessing a tool like EFI Digital StoreFront (DSF) ? a software system that's exclusively supported in Australian by Canon.
"We spent quite a bit of time with Canon going through DSF and we discussed it directly with EFI in the US to understand where they were going with the product," said Mr Peddlesden. "After reviewing everything, we found that DSF was by far the best product. It wasn't just smoke and mirrors, which a lot of these solutions have been. It had everything you want ? the payment gateway, a good catalogue system, the ability to combine files to make a document for printing ? the total solution."
"Having a good IT manager and the back-up of trained Canon personnel has allowed us to get it up and running very easily," said Mr Peddlesden. "We trialled it with a couple of peak customers including a government department and a large charity and they enjoyed working this way ? they found it easier and comfortable. So we have now started rolling it out to a much broader cross-section of our customers."
A better way of doing business
One of the keys to building a profitable business is fostering closer and deeper relationships with customers. With the help of Canon, TDC3's clients feel like its services sit right on their desk, even if their office is at the other end of town.
"No matter how well you deal with a company, there's always going to be business that leaks from that company to other suppliers," said Mr Peddlesden. "This way, you're making it so that you're on their desktop. It's easier than doing business with another supplier, so they tend to use us."
Customers love using TDC3's new system because they don't have to buy new software, learn new processes or even leave their desks. Rather than buying and learning how to use a new tool like Adobe Acrobat to convert the files to PDF format ? a conversion that is essential with professional printing ? DSF will automatically convert their files to PDF for them when they hit Print. Rather than asking them to use an email or FTP program to send the file, DSF will do this automatically too. Once the customer uploads the file, DSF provides an on-screen proof and a quote ? so there's no need for the customer to try to reach a sales rep on the telephone. Once the customer approves the proof and quote, DSF sends back a delivery confirmation.
If the job is a repeat, such as a new batch of stationery that has been printed before, the client does not even have to upload the file. They just reorder the work instantly with a few clicks.
Different clients have different needs for an online ordering system. For many clients, TDC3 quickly customises the user interface so that it becomes "their" online store, helping TDC3 form closer partnerships with these organisations. "It's got very good flexibility," Mr Peddlesden said. Examples of this customisation would include providing a government department's internal codes in its ordering screen, and making certain options ? perhaps recycled paper ? the default choice or the most visible choice for organisations that have that preference.
Every customisation makes the system even more attractive to the client, which encourages them to give more of their work to TDC3, and to send more of this work through the online ordering system. This means more business and less work for TDC3, which is a best-of-both-worlds solution.
"Having more time in production is what everyone wants," says Mr Peddlesden. "DSF is taking work off customer service. It's taking work off the sales reps. It's giving us that extra time in production."
"Customers have been very happy with the solution. After an initial bit of trepidation, they're finding it very easy to do. Unlike me, who's old and over the hill, a lot of younger people are quick adapters and find it an easier and better way of doing business."
About Canon
Canon Australia is a leading provider of advanced, simple-to-use imaging solutions for businesses and consumers. Canon's Australian R&D company, CISRA, develops customised solutions for local customers, and exports digital imaging technologies for use in Canon products worldwide. Canon has ranked among the top-three US patent recipients for the past 13 years, and had global revenues of $US33.3 billion in 2004. Canon Australia also operates Canon Finance Australia, which offers one-stop shopping for customers wanting leasing or finance services. For more information, visit canon.com.au
Media contact:
Steven Noble
Associate Director, Technology
Hill & Knowlton
02 9286 1238
snoble@hillandknowlton.com.au
Hill & Knowlton's goal is to always distribute information in the most convenient and appropriate manner possible. If you wish to unsubscribe from any Hill & Knowlton mailing list, please notify us by return email. We will only contact you again if we need to clarify your instructions.