Marketing update - Issue 1 by OfficeTeam

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01 MARKETING UPDATE COLLATERAL UPDATE You should now have received most of your marketing collateral for Q1, including your Chocolate campaigns, Attention grabbers, Switch & Save leaflets and more. There will be a few more items coming in March, so for those of you who ordered the OfficeTeam mugs, Easter eggs, pallet notepads and umbrellas please do keep an eye out for these. There is currently a minor delay on the following collateral – Switch & Save consolidated version, InteriorTeam Corporate Brochure and PrintTeam Case Study Books, more details on when you can expect these can be obtained from your Manager or Regional Administrator. The marketing toolkit is your opportunity to WIN that potential new business or GROW sales within your existing customer base; so we’ve ensured that there’s a range of materials available to cater for all types of customers. DON’T FORGET

Everything that you place with a prospect or trading account will need to be recorded on CRM. It’s vital for us to monitor the use of our marketing initiatives and measure their effectiveness. It will provide us with important information to help us plan any future marketing materials and campaigns.

RETENTION TOOLKIT The Customer Retention page has now launched on TeamTalk, under the Literature menu. Visit the page to find detailed information on the initiatives and offers available. In 2015 we are renewing our focus on customer retention, to ensure that we do everything possible to retain our customers. You should now have everything you need to choose any initiatives from the toolkit: • • • •

RSMs have received retention guides to pass onto ASMs as part of their briefing on the retention toolkit RSMs will train ASMs on how to log retention items in CRM as part of the briefing Regional Administrators will have received the following stock items for use as required: Recommend a friend/ Thank you cards/ Sorry cards/ 10 reasons you chose OfficeTeam All other retention collateral is personalised or templated and can be found on TeamTalk

The most effective retention activity will be driven by the Account Manager, based upon your knowledge of the customer, the account history and your relationship. The toolkit provides you with a range of options, giving you the flexibility to select an appropriate offer when needed, whether a customer has lapsed, requires a growth bonus, is approaching tender etc. FOR MORE INFO

For more information and pdf downloads please visit TeamTalk/ Literature/ Retention

ACCOUNT REVIEW PACKS The latest version of the bespoke A Account and Automated B-F Account Review packs are now available to use and copies of the slides can be found on the Customer Retention page on TeamTalk under the Literature menu. The latest content includes: • • • • • • • • • • •

Customer pages by vertical market: Legal, Finance, Retail Case Studies by vertical markets: Legal, Finance, Retail, Charity Update from OfficeTeam: Watch out for the new OfficeFleet vans Update from OfficeTeam: Instant Reporting Organisational Chart template OfficeTeam Services and Benefits infographic Updated imagery on Interiors, Workplace and WorkWear pages. Print to follow soon New Product Innovation – Blank template Charity update Staff Fundraising Updated Environmental slides OyezTeam Buying Network introduction and services infographic (B-F Automated pack only)

PLEASE NOTE

We’ll continue to add vertical markets as we build up our case study library. Marketing will provide refreshed content on a bi-monthly basis including a product marketing update and ‘Big Ticket’ deals, details of new wins and charity news; however you don’t need to include all the slides at once, just choose the slides relevant to the forthcoming review. The next update is due w/c 6th April 2015. There’s a renewed focus on retention this year, and an Account Review is an important step in the customer journey and an excellent opportunity to showcase what has been delivered so far. As such, we would recommend a formal review is carried out for Top 500 Accounts and Top 10 Accounts per ASM in the first quarter of the year. ASM and CAMs can refer to their Best Practice document for a guide on the frequency of an Account Review thereafter. There are also some handy hints and tips in the Retention Guide.

When Baillie Gifford wanted to update its office desks, the asset management and investment trust was looking for a solution that was in keeping with its corporate image, supported its technology setup, and could be expanded in line with the organisation’s future growth.

Everyday Loans was keen to achieve financial savings on its office supplies. During an initial meeting, the personal loans provider agreed to move to OfficeTeam if we could achieve savings of 15%. Relentless in pursuit of value for our customers, we went on to achieve savings of 24%.

InteriorsTeam met all of the above. The new furniture was installed, department by department, often at weekends, to minimise disruption. Many desks had built-in CPU holders and monitor arms to match Baillie Gifford’s technology needs. We stocked additional, matching desks at our local warehouses which could be called-off when required as the company expanded.

Key to these savings was the introduction of an online ordering system, loaded with a restricted list of products which each office could order from. For products outside of the list, staff had to contact Everyday Loans’ Head Office. In addition, an authorisation level was set up so orders above a certain value required approval. These mechanisms gave Everyday Loans better control over its offices supplies spend.

Update from OfficeTeam

Watch out for our “The fitting and installation team are a credit to new OfficeFleet InteriorsTeam. Nothing is ever too much trouble and they work around us. I’d certainly recommend them to anybody vans

undertaking a similar project.” OfficeFleet is the newlyFacilities formed Team Manager, Baillie Gifford

logistics network wholly owned by the OfficeTeam Group. Our existing fleet of 155 OfficeTeam vans will be phased out during 2015 and replaced with our OfficeFleet liveried vans. We want our customers to be completely satisfied with our service, so we strive to deliver a insurance company Royal London moved to OfficeTeam to When mutual personalised, superiorsupply service itseach stationery, including paper and toners, we instantly generated 16% and every time. savings against the volumes used historically. In addition, we have achieved yet more savings by rationalising the core list further and recommending Although the vans may be changing, alternative products. you can still expect the same great service. The transition to OfficeTeam was smooth without disruption to Royal London’s day-to-day business, meanwhile the ordering and delivery process has been described as ‘seamless’.

“I have been most impressed with the flexible approach that Office Team has demonstrated throughout the transition. Nothing has been too much trouble. Based on volumes used historically we achieved 16% savings.” Group Procurement, Royal London

“...it was agreed during the initial meeting that if OfficeTeam achieved a 15% saving ... [we] would move. OfficeTeam achieved a 24% saving.” Financial Director, Everyday Loans

Building on a longstanding relationship for stationery and print, Rathbones asked us to furnish its London HQ. The investment management firm had 350 staff to accommodate over the premises’ two floors. As such, the scope included bench workstations, task seating, storage, dining, break out areas and meeting rooms. We worked closely with Rathbones to design and develop a solution, paying attention to details such as cable management, desk top power, bespoke under desk storage and high capacity vertical storage. We supplied mock ups for evaluation and arranged showroom visits. Our design team were also involved in revisions to floor plans and layouts in conjunction with the architect. All products were delivered and installed on time, to budget, and to Rathbones’ complete satisfaction.

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Ac co un tR er ev Na m iew e: Cu sto m

C Su ons pp olid ly at Ch io ain n o f

ACCOUNT REVIEW FACT FIND Account Reviews are one of the most powerful retention opportunities we have. They are a chance to showcase what we have delivered so far, and demonstrate how we fit into the customers business and future plans. You should approach an account review with clear objectives, and leave with action points to be followed up. To ensure that you/your teams are well equipped to steer the conversation and obtain the right information during an account review, the Sales Directors have produced a fact find prompt sheet to assist you during these meetings. The fact find sheet will help to structure your reviews to help: • • • •

Present new products and services Uncover hidden objections Pre-empt tenders and benchmarking Tackle subjects such as payment and AOV

TO DOWNLOAD

Visit TeamTalk/ Literature/ Retention to download the region’s new Account Review Fact Find document, designed to prompt questions and help channel the review.

A ACCOUNT REVIEWS From the beginning of March, Marketing will provide support for the creation of content for A Account Review packs. We will research individual accounts and their market sector to provide a bespoke element to the pack and work with the ASMs/CAMs to ensure the objectives are correct and we tell a positive story. Sales Support will continue to provide the bespoke core data reports. If you have an A Account Review coming up and you’d like marketing to help create the pack, please notify us at least two week before the review is due. DON’T FORGET TO TELL YOUR CUSTOMERS…LOOK OUT FOR OUR NEW OFFICFLEET VANS!

LOOK OUT FOR OUR NEW OFFICEFLEET VANS OfficeFleet is the newly formed logistics network wholly owned by the OfficeTeam Group. Our existing fleet of nearly 200 OfficeTeam vans will be phased out during 2015 and replaced with our OfficeFleet liveried vans which better describe our expertise in delivering that all-important customer service, so often underestimated by many Companies. Our vans may be changing, but your customers can still expect the same great service from our dedicated team of local drivers.

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DASHBOARDS

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Fa ct Fin d S of Lo ervic In te gis e re tic & st s

Ac co un tR er ev Na m iew e: Cu sto m

CRM UPDATE

Dashboard 2 has now been updated, as per the recent update. Please check that Accounts are appearing as expected in this report, especially in the Call Coverage report. If there are any issues, please speak to your CRM Administrator, as this is likely to be due to a problem with the way the Account is set up in CRM. Dashboard 3 is now visible in your dashboard folder as ‘3. Sales Pipeline’. The report showing the Gap Fill Target Accounts has also now been updated with the new Gap Fill target accounts for this quarter. For those of you with a Specialist role, the dashboard has changed from the previous version and only those Opportunities that you own or Opportunities that are on Accounts that you own are included in your reports, (they were previously including all those opportunities on Accounts that you were shared on). The reports on this dashboard have been fully tested and are reporting the data accurately, but if there are any anomalies, please highlight these to your CRM Administrator, as this is likely to be due to an issue with the data itself, something that can easily be rectified. The process of updating the dashboards is now well underway and further updates will be sent to let you know when dashboards are being re-launched. PROSPECT RATING

We have added a new field onto the Account form so that you can indicate the quality of the Prospects you are working on, to help you to prioritise your activity. The field is called Prospect Rating and gives you the options of Hot, Warm and Cool.

NEW SHARING NAMES

Some of you may have noticed that we have added new Sharing Names onto the Account form – there are now options for when you share an Account with Tail Management, OyezTeam and for EOS. DATA UPDATES

All relevant Accounts have now been updated with a new Turnover Classification and the Top 500 flag has also been updated for this year. The Black Hole fields will be updated ready for the launch of Dashboard 3.