Inventory Reports: How Do Yours Measure Up?

How many reports do you rely on in your daily life to keep everything on track? It may be more than you realize! Consider your electric bill (which is essentially an energy report), your smartphone’s battery display (a real-time status report), you children’s report cards, the steps on your fitness tracker, and even the gas gauge in your car. Monitoring your life is a full-time job, and thankfully, many devices and processes are up to the task.

If you spend your workdays managing print and fulfillment of continuing education training materials, you may count on inventory reports (pun fully intended) to make sure you’re not running out of course books.

The report, just like any other, is only as good as the data that goes into it. When was the last time you did a physical count of the course books in your back office or warehouse? Can you imagine having half a day free in the next week (or, being more realistic, month) to take care of it?

If you’re like many of our customers, time is at a premium, and, truth be told, it would be better spent developing new courses and managing current ones. So cut out the middle man between your inventory report and the data that supports it. Omnipress is pleased to have a team of seasoned professionals on hand who spend their days printing course books, fulfilling orders from learners, and managing inventory.

The inventory management system is kept up to date, in real time. The report you run is accurate, every time, and you can count on Omnipress to make adjustments at you request. A dedicated project manager will work with you to determine appropriate quantities for a new print run to meet the current and projected needs of your organization.

Self-monitoring is a growing trend. (Check out this podcast on it from NPR’s To the Best of Our Knowledge.) Professionally, inventory management is part of your role, and the more accurate the reports you run, the better you’ll be able to keep tabs on your printed training materials. Omnipress can help make the process easier for you.

Dedicated Corporate Training Project Managers

Omnipress’ project managers are dedicated. You may be thinking, Do you mean they’re dedicated to their clients, to quality, to providing the best customer service? Or do you mean that one project manager is assigned to each account?

Yes! This is not a matter of either/or—both are true. Let’s take a closer look.

Dedicated to your success: Our project managers are a talented bunch, but some of their best skills involve working with you. Whether you’re on the phone with Aaron Nord or emailing Chad Wrobel, your project manager is dedicated to understanding the problems you face, the training program you’re coordinating, and the content delivery issues you need resolved.

Our project managers pride themselves on providing you with the best experience possible as they make your company’s content available to learners. Every conversation you have with this team, led by Vice President of Production Greg Hubbard, is a testament to their dedication to making your training program a success.

Dedicated to your account: With some vendors, when you call in to ask a question or get help, you might talk to a different employee every time. No one is unfriendly, exactly, but you have to fully explain what you need and tell your backstory and other fundamental details all over again with each call. How frustrating!

Not so with Omnipress. You’ll work with one project manager from start to finish. That person will get to know your organization, your pains, and, most important of all, you personally.

Our project managers become so involved in your process that they begin to anticipate your needs, especially once you have worked with us for many years. In some cases, your Omnipress account and project managers may work with you longer than other employees in your department!

So have no fear—Omnipress project managers are dedicated, in both senses of the word, giving you the best possible experience while helping your company to deliver knowledge.

Are you ready to meet your project manager? Contact us!

Customer Service in Focus: The More Things Change

In 15 Statistics That Should Change the Business World—But Haven’t, a featured article on LinkedIn today, Colin Shaw (CEO, Beyond Philosophy) cites several statistics from a blog post on Return on Behavior Magazine by James Digby. As noted in Shaw’s title, these facts, though compelling, have not been taken into full consideration. Digby’s article was published in 2010, but the statistics are still surprising, all the more so by noting how little has changed.

iStock_000000100537XSmallGiven the prevalence of social media—and how often unhappy customers take their complaints to Facebook, Twitter, and Yelp—, it’s a wonder that customer service isn’t a top priority for more organizations. Yet, clearly, it isn’t. Think back: When was the last time you were annoyed as a customer? Within the last month? The last week? Today? In a digital world, human interactions matter, either in an organization’s favor, or not.

How does this translate for associations? Well, your members are your customers, and they leave every interaction with your staff feeling delighted, indifferent, or frustrated. How much emphasis is placed on membership interaction in your organization?

In reviewing Digby’s 2010 blog post, I picked a few of my own favorites:

  • Dissatisfied customers whose complaints are taken care of are more likely to remain loyal, and even become advocates, as those who are “just” customers — Strauss & Seidel
  • A customer is four times more likely to defect to a competitor if the problem is service-related than price- or product-related. — Bain & Company
  • 72% of all customers believe it takes too long to reach a live agentHarris
  • 69% said they were on hold for too longHarris
  • 55% of current marketing spend is on new customer acquisitionMcKinsey
  • 33% of current marketing spend is on brand awarenessMcKinsey
  • Only 12% of current marketing spend is on customer retentionMcKinsey

As I think about Omnipress, I’m pleased that everyone who calls during business hours talks to a real person. I believe we’ve scored many points in the first category as well—If we screw up, we’ll make it right, and probably create a fan in the process. In regards to the last three budget-related stats, however, we’re due for some improvement. How do you feel about these findings? Do any of them resonate as you consider your association?

What’s your association doing right with customer service? What still needs work? Share with your colleagues in the comments below! We’d love to hear from you.

 

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