• THE ASK

    Staples’ motto is “Make More Happen,” but their paper-based process for printing jobs meant associates spent more time taking an order, and less time serving their valued Customers. Staples knew it was time to Make More Customer Engagement Happen.

ADIOS, PAPER ENVELOPES

For as long as anyone could remember, Copy & Print associates had been using paper envelopes to take down complex copying and printing orders. Unfortunately, it was causing mistakes that required frustrating and costly reprints. That’s why Staples decided to come to us for help. Could we turn their outdated paper system into a user-friendly digital application?

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  • THE ANSWER

    We developed the Staples Copy & Print Solution Builder, a custom-built, touch-enabled digital application that runs on a 24” touchscreen monitor.

COPY THAT!

Our associate-facing technology allowed Copy & Print staff to receive and complete orders efficiently and accurately, leaving more time for associates to engage with their customers, thanks to features like:

  • The ability to save and look up customer information 
  • A “Quick Order” process for jobs where time is of the essence
  • An order ticket printout that included customer preferences such as whether they’d like to receive a call when their order was ready
  • A one-click reordering function that made it a cinch to reorder anything 
  • The ability to open, edit, merge and save customers’ digital files
  • A one-click button for closing out orders after they’ve been picked up
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  • OUTCOME

    Customers and associates have a richer experience. Flawless orders became the norm when the Copy & Print Solution Builder was rolled out chain-wide to approximately 1,600 Staples across the US. And with more time to engage and listen to their customers' needs, Associates were making better recommendations happen.

AND NOW FOR PHASE II

Thanks to the success of our Copy & Print Solution Builder technology, Staples engaged us in a multiphase project that would take their copying and printing services to the next level. Subsequent initiatives included:

  • A consumer-facing Copy & Print Solution Builder tool that would allow for a true consultative selling process.
  • An “under the hood” product hierarchy and set of associated business rules to manage the millions of possible product configurations available to customers.
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  • RECOGNITION

    Staples Copy & Print associates were thrilled – and not surprisingly, quick to adopt to the new technology. But don’t just take it from us.

TAKE IT FROM FANNY AND VANESSA

“This thing makes my job so much easier!” 

– Fanny, Copy & Print associate

“The reorder button is MAGIC.”

– Vanessa, Copy & Print associate