Advanced UK, a Xerox Platinum Partner, with clients ranging from global corporations to mid-sized stationary customers and a thriving print production business, recently celebrated our 25th anniversary. It’s no small feat these days and with over 1,400 MPS customers, it’s clear we have a winning strategy – with the average customer relationship lasting over ten years. Here are a few secrets to our success.
- Focus on the customer.
- Routinely assessing document usage and other data for customers
- Improving usage strategies based on trends and advancements
- Using productivity increases and cost decreases as key metrics
- Putting value on service levels and attention to detail
- Keep up with trends.
- Marketing matters.
- A good partner.
- Be first.
- Invest in employees.
Advanced UK ties everything we do to a ‘customer first’ point of view because building a reputation on top-notch customer service is the key to longevity and it’s what helped the company grow organically; we’re always trying to find the answer for the customers’ needs and wants, and we listen, taking each of our customers on a journey.
Examples include:
Investing in customer needs is key too. For example, bringing Managed Print Service (MPS) support in-house is a big part of why we win and keep larger MPS accounts that span Europe. We gain an advantage over the competition because we’re agile and can deliver what customers want, where they want it across all of Europe.
Today’s customers want to stay current and informed and gravitate toward suppliers who understand how industry changes affect their bottom line. They also want easy-to-navigate information delivered timely. How do businesses address these customer needs successfully?
At Advanced UK, we started by rebranding and refocusing. First, we critically analyzed our website, products, and services and chose eight focus areas as the staple of our growth strategy. Focusing this way informed a website redesign, which included streamlining routes to information and merging product and service categories to reduce clicks and improve user experience.
Word of mouth helps, but it is not enough anymore. Understanding the importance of integrated marketing coupled with rebranding, keeps Advanced UK ahead of the competition.
With a little research on trends, we implemented a social media amplification strategy across Twitter, LinkedIn, Pinterest and Instagram. Sharing engaging content is key and it’s increasing brand awareness and driving traffic to our new website while improving our search rankings.
All of which works hand-in-hand with our reputation for excellent customer services and improves demand generation opportunities when new customers find them online.
Advanced UK has been a long time Xerox partner. It’s a partnership we don’t take lightly and attribute much of our longevity to having the right partner. With Xerox, we have been able to develop multiple routes to success, we’re not just printers.
We reach our customers through production print, office supplies, managed print services, apps with ConnectKey platforms and we continually develop our portfolio so we can deliver the latest technology. For Advanced UK, the technology Xerox offers through development and accusation is a driving force in our ability to stay ahead of the curve.
We prefer to be first at everything. This makes staying on top of print technology trends and understanding the customer needs paramount for our longevity and growth strategies. Being first to market is best whenever possible and our reputation rides on it. We’ve been first often, starting with the first mono-branded Xerox partner in London, to completing the first high volume production InkJet installation in Europe.
Developing skills every day and investing in people drives longevity in the market. Advanced UK ensures that every team member has the expertise and focus on customer service. We train our people. Each employee attends fifteen to twenty training sessions and workshops per year. Training is ingrained in the company culture, it elevates employees and associates the Advanced UK brand with expertise in print technology and services all of which serve the end goal of customer satisfaction.
Samantha Hopkins, Channel Business Manager at Xerox said, “Advanced UK is one of our elite group of Xerox Platinum Partners who provide Xerox Technology and Solutions. Advanced are always looking for ways to innovate their business in every changing marketplace. They work hard to ensure loyalty and a great customer experience. The team is always responsive and proactive to customer needs. They have become market innovators in the Document Management and Production Print solutions and are enjoying many awards and accolades. It has been my pleasure to work with them as their Channel Business Manager.”
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[…] A customer-first policy is a core value that many business owners wish to adopt and for good reason. However, it can be challenging to understand how to build your reputation on top-notch customer service. Xerox Platinum Partner, Advanced UK implemented a winning strategy and shared secrets to their success. […]