2015 OCMC George Brown Sales Presentation Case JC Bulmer Inc. - - PDF document

2015 OCMC – George Brown Sales Presentation Case – JC Bulmer Inc.

Note: Due to the sensitivity of the following information shared, the name of the client and stakeholders were changed to protect their identity as per Xerox’ policies and the customers’ signed non-disclosure agreements (NDA).

In the fast-paced, globally-connected business climate of today, organizations are keenly aware of their bottom line costs and ensuring all efficiencies are maximized. Internal communication within firms has rapidly become THE battleground of the connected world of today. Xerox began as a world leader and pioneer in document reproduction (photocopiers) in the 1950’s. They own approximately 25% of the global copying market due to their over 500 patents and unique knowledge and professionals of varied skill sets. They are widely believed to be the pioneers of the computer. Xerox Canada (www.Xerox.ca) is a leader in imaging business process, analytics, automation and Human Centric design. Its innovative Managed Print Services (MPS) division has been helping organizations connect to their clients and employees in innovative ways for over 75 years. You have been working for Xerox for 7 years now and have just been promoted to the position of Sr. Major Account Manager. You don’t have time to celebrate as your biggest career opportunity has just been given to

• you. You are tasked with calling on and landing the substantial business of JC BULMER INC.

JC BULMER INC. (Financial Services) was established in 1998, providing local independent financial advice to both personal and corporate clients through their national office network. The business is based in Toronto with a second satellite office in Dublin, Ireland. JC Bulmer Inc has grown into one of the largest independent Financial Services organizations in Canada. Their success is based primarily on organic growth and prudent acquisitions.

Key facts: Employees: 104 Locations:

• Toronto – 23 employees (eliminated 12 people last year)
• Dublin (branch office) – 81 employees

2014 Revenue: $9.9 Million (down 4 % on last year) Gross Profit in 2014: 13% JC Bulmer Inc. offers completely impartial advice on methods of raising finance, whether for purchasing commercial property, commercial property investment, acquisitions or business expansion. They have particular expertise in property development. Its team of dedicated industry-trained advisers has previously worked within the Canadian and Irish banking sectors, and are fully conversant with all the options available through the high street banks and centralized commercial lenders. They are also particularly interested in assisting clients who need asset finance for plant machinery and equipment, fleet finance and where traditional methods of borrowing are limited. They have built excellent relationships with invoice discounting and factoring institutions. Areas of financial advice include:

• Pensions
• Investments
• Mortgages
• Life Protection

The company has excellent administrative support staff, using a wide range of technology to deliver a premium service level to its clients. They are able to offer completely tailored solutions, whether it be for large corporate clients, or smaller businesses trying to establish themselves in today’s globally competitive and connected environment. This coupled with their commitment to quality, and commitment to customer long term relationships, gives JC Bulmer Inc a truly unique position in the Canadian marketplace. JC Bulmer Inc. is very proud of being an environmentally sustainable and responsible organization. It upholds the highest standards of Quality Management (ISO 9001), Security (ISO 27001) and are working towards attaining the environmental ISO 14001 standard. They take environmental responsibility as a serious concern and are working towards a neutral carbon footprint by 2016. Louise Cookson, newly appointment head of Human Resources/ Environmental stated that “It can be a real challenge at times, trying to find areas where I can make a real impact. I've noticed that we’re very much a paper-based company, and I'd like to explore how we can be more efficient and more environmentally friendly at the same time.”

“In the current climate I've tasked every employee with really examining the detail of how we operate as a company and strive to make the way we work as efficient as

• possible. This doesn't just mean cutting costs - it also means investing in people and

technology (as long as the return is there.) It's got to make sound business sense - just look at some of the large household names and even banks that are folding every day. I really can't afford to take my eye off of the ball.” John Bulmer, Founder of JC Bulmer Inc. Eighteen months ago, new legislation took effect that negatively impacted one of JC Bulmer Inc.’s lead funds. A costly legal suit ensued and as a result, they eliminated 12 members of their staff. There is optimism, however, that this year will be better, as they recently brought on a new and innovative fund that is performing well and has been fairly well received by the network of advisors JC Bulmer Inc works with. JC Bulmer Inc.’s website boasts of being a quality provider that is easy to do business with. To this end, Joe Sanborn, is overseeing development of a new app that will ease advisor servicing and a web interface that will help advisors to purchase financial products. The Purchasing department are currently working on an ‘Internal Efficiency Project’ to ensure that work is streamlined and fairly distributed following the layoffs last year. As a sales team, you’ve managed to uncover the main purchase motivators and pain points of each influencer in the decision making group: Department Key Department Issues/Needs President (John Bulmer) Return on investment, key purchasing influencer and researcher, wants environmental sustainability (ISO 14001 certification), and to remain a step ahead of the competition with innovative products and solutions Sales & Marketing Respect budget, quality concerns and timing, want to leverage sustainability expertise to win more business and beat the competition Purchasing Thinks highly of Xerox, wants to automate, improve business processes, improving productivity and optimizing floor space IT Services Wants to be environmentally responsible, reduce space, reduce waste paper, keep company records privacy, compatibility with current software infrastructure, worried about systems HR/Environment/ Environmental sustainability, respect legislation and standards reduce printer waste, supporter of ISO 14001 Through end user surveys at JC Bulmer Inc., you have collected the following information: 1. Users are accustomed to a high level of support from IT, which now consists of just one person (Joe). 2. Users typically wait 2-4 days when printer breakdowns occur. Joe cannot get to troubleshoot in a shorter timeframe. 3. In order to take the burden off Joe, JC Bulmer Inc just purchases new printers and gets rid of the old

• nes. Occasionally, a third party service provider is called in.

4. There is no current cartridge recycling program at JC Bulmer Inc. Users report that spent cartridges usually remain stacked near printers until they disappear. 5. Many employees report they purchase toner when needed using the petty cash fund. You have collected the following information on their current infrastructure (Exhibit 1) and printer placement (Exhibit 2): Exhibit 1 : Current Printing Costs Exhibit 2: Current Equipment Locations Exhibit 3: What is Managed Print Services (MPS)? According to Gartner, managed print services (MPS) are services offered by an external provider to optimize or manage a company's document output. Here are some specific ways that an MPS provider does that:

• provides break-fix services and consumables replenishment for the print fleet
• ffers advice on right sizing of the printer fleet
• reports on performance of the printer fleet and recommends improvements
• simplifies billing related to print
• provides helpdesk support
• clarifies and simplifies the often multi-faceted costs related to print

All of these services are provided in exchange for a harmonized cost per page: one for mono prints, the other for colour. These are the fundamentals of Managed Print Services. Xerox’s approach is to begin with these services, with the goal of helping our client’s evolve far beyond. As you’re about to see, it’s greatly needed. Why Managed Print Services? Cost Control Sustainability  Print is one of the least auditable areas of business expense, Gartner  90% of organizations don’t track their print costs, Gartner  Print is the 3rd highest operational expense after rent and payroll, Gartner  The average annual print cost per employee is approximately $600 - $1300, Photizo Group  46% of institutions do not have records on distributed IT spending including mail room, print/copier and administrative processing. It is reported that 39% of IT spend is distributed. Therefore, if your IT budget is $20M, there is almost $8M not managed, Educause  22% of all documents are never collected, 65% printed documents are thrown away in the same day, Forrester  62% of students and 61% of their parents said knowing about a university's commitment to environmental issues would make a difference in where they apply or attend, The Princeton Review  The average output print fleet is 5.6 years old, Xerox Security Productivity & Availability  Through 2016, the financial impact of cybercrime will grow 10 percent per year due to the continuing discovery of new vulnerabilities, Caslon PDP Market Segment Report, May 2013  20% of calls to IT help desks are printer related, Quocirca  Enterprises realize on average only 43 percent of technology's business potential, Gartner  76% of IT spending on infrastructure goes toward operations maintenance, inhibiting the efforts of CIOs to modernize technology. Source: 23rd Annual Survey of Federal CIOs; “CIO Insights: Leading Innovation in a Time of Change.” TechAmerica/GrantThornton May 2013 https://www.xerox.com/en-us/services/managed-print-services

Here are the factors to consider when building future state costs for MPS. You have your work cut out for you as your pivotal meeting with John Bulmer and the other key team members is in less than a week. You need to figure out a comprehensive solution to: a) reduce JC Bulmer Inc.’s costs by 10%, b) reduce its carbon footprint by 30%, c) maintain brand strength by not sacrificing quality for cost efficiencies, d) increase productivity e) show an overall savings of at least 13% to secure the business. You are NOT to contact JC Bulmer or any division of Xerox under any circumstances by any means of communication. All the key Xerox and JC Bulmer Inc information required is contained in this case and on the Xerox website. https://www.xerox.com/en-us/services/managed-print-services