ACCO Brands DFG (GBC) uses PowerHelp® for Customer Service and Field Service

Most companies have at least one system or process that could really use an upgrade – the workarounds have become SOP, and the emphasis is on keeping the system running rather than proactively using it for company advantage. But the day comes when the company realizes that something needs to change – for GBC (General Binding Corporation), that day came in 2005 when it decided to invest in upgrading its legacy service system to better support its Full Circle Service™ business. GBC discovered Vertical Solutions, Inc.’s (VSI) PowerHelp - Field Service system, and made the quantum leap from aging technology and information to a more real-time, proactive customer support system.

For more than 50 years, Northbrook, IL-based GBC has been an industry leader in document communication and finishing solutions for businesses worldwide. GBC’s vast binding and lamination equipment offerings are supported with on-site technical service. Its 175 field techs handle more than 100,000 requests for service a year, and manage more than 30,000 service contracts. These techs were using a legacy service system that consisted of an internally developed software solution coupled with two-way pagers. Communications were spotty and limited in scope, and techs could not access important information, real-time at their customers’ sites.

GBC recognized it could improve customer relationships and service levels with more information at the techs’ reach. In addition, its legacy application software and hardware were becoming obsolete and future support was a concern. And, GBC’s communications infrastructure was shrinking, not expanding. The company decided it had an opportunity to not only revamp its technology infrastructure, but to improve its entire CRM process. GBC took a holistic approach to field service so that it could incorporate CRM in the inherent function of two-way/customer-supplier communications.

“I was unable to communicate with our techs in the field by phone, email, or any method other than text message to the pager – that is a lousy way to communicate,” says Tim Spencer, Vice President, Technical Service & Support, GBC. “We needed real-time, effective, and meaningful communication between the home office and the techs, and between the techs and the customer.”

GBC reviewed more than 10 solutions before it chose PowerHelp - Field Service from VSI. This solution runs on a combination pocket PC/pager/cell phone unit that provides meaningful, real-time communications between GBC and its techs in the field while lowering overall communications costs. The web-based solution was easily deployed and integrates with standard database applications including GBC’s ERP software. PowerHelp - Field Service also enables GBC to capture data on customer calls and categorize them in specific ways, including by cause, repair, and product class.

The heart of GBC’s field service strategy is effective dispatch and scheduling – customer relationships are built and nurtured with efficient and timely on-site support. GBC’s CRM strategy piggybacked on the communication functionality required for dispatch/scheduling – GBC can now capture detailed customer information on-site in addition to service call outcomes. For example, with PowerHelp -Field Service, GBC captures detailed information on products customers are using and can then send targeted information about new products, usage information, and other important updates.

All of this detailed information is accessible to multiple divisions of the company, resulting in more immediate and improved customer support. The variety of data captured – from cause and repair codes to product information – will also help to improve and ensure quality, maximize parts availability, and educate product development and technology personnel. In essence, every aspect of the company benefits from the improved information-gathering capabilities of this system.

Moving forward, GBC will also be able to conduct and track responses of tailored customer satisfaction surveys.

Field metrics also play a role in customer satisfaction. With PowerHelp - Field Service, the software automatically applies customer-specific Service Level Agreement terms to each service call. System rules constantly monitor performance and notify appropriate managers when SLAs are in danger of being breached. All escalations are logged and available for detailed reporting. This enhanced level of system tracking has resulted in a heightened awareness of attaining customer satisfaction goals throughout the organization.

The deployment of PowerHelp - Field Service has delivered results to GBC. The company has logged a 28-percent reduction in telecom costs since implementing the new system, largely due to discontinuing use of old pagers and replacing them with web-enabled smart-phones. GBC also has greatly reduced documentation distribution costs by the use of Parts Arena on the handheld unit. Instead of heavy paper-based documentation, techs are now sent a stamp-sized SD card pre-loaded with documentation. This also has the benefit of freeing up space in the field techs’ vans, making room for more critical repair parts.

From an operations perspective, GBC is now considerably more nimble and quick to respond to customer needs. Customer data that were previously difficult or impossible to obtain are now available on-demand. System rules and notifications now help GBC head off small problems before they become major customer issues.

But perhaps the most significant accomplishment to date is that GBC has greatly enhanced its customers’ collective perception of the company as a high-tech service organization. When customers see the power and sophistication of the PowerHelp - Field Service system, they are immediately impressed. That favorable impression will impact customer satisfaction and retention.

About GBC

For more information on GBC’s Full Circle Service™ offering or other products and services, please visit www.gbcconnect.com or call 1.800.723.4000. GBC is an ACCO® Brands company (NYSE: ABD).

About PowerHelp®

PowerHelp - Field Service is a cost-effective solution within VSI’s PowerHelp software suite that allows organizations to plan, route, track, and dispatch service technicians in any internal or external service environment. The open platform of PowerHelp allows for on-time, on-budget integration to current legacy ERP systems while also offering extensive add-on mobile solutions, including hand-held and cellular phone options.

By developing technology based on two decades worth of experience in field service and support, VSI’s PowerHelp, with its unified architectural design, provides a “closed loop” process that leverages and consolidates critical sales, contact center, and field service information across the enterprise. An integrated mobile solution extends the competitive advantage to the field with quick, efficient, and timely information that enhances the customer experience. PowerHelp customers include ABB, GBC Division of ACCO Brands, Rubbermaid, and Mitsubishi.

About Vertical Solutions, Inc. (VSI)

VSI develops, implements, and supports its award-winning PowerHelp suite of customer-experience management software solutions. PowerHelp software offers in-depth functionality for Customer Support, Field Service, Sales/ Marketing Automation, and Mobile environments. VSI’s web-based solutions offer lower TCO and proven ROI to a 100- percent referenceable client base of blue-chip customers such as ABB, Mitsubishi, AGFA, and Rubbermaid. VSI is also a Mercury Alliance Partner and provides Mercury software products along with professional implementation services. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. Fast ... Powerful ... Guaranteed. For more information, visit www.PowerHelpCRM.com or call 1.800.466.0238.