The Click Of Convenience
If you want to keep your customers, you'd better make life easy for them. Many in-plants say online job submission is the answer.
by Mike Llewellyn
Just try telling a Los Angeles city employee he's got to get in his car, drive across town during rush hour and drop off a print order at the municipal in-plant when there's a quick printer right next door. Great price or no, he's not going to do it.
"One of the challenges for in-plants is to offer the most convenient service possible," says Mike Leighton, director of Publishing Services for the City of Los Angeles. "Customers are more likely to use something when it's made easy."
That's why Leighton and the 50-employee in-plant decided to upgrade from an older Hagen OA Internet job submission system to one from Printable Technologies. The in-plant launched the new software to the fanfare of a late-January open house.
"Commercial shops are already doing this," notes Leighton. "We must compete with Kinko's and the quick printers. L.A. is widely dispersed, and you have to take away every reason not to use the in-plant."
Web-based ordering, Internet job submission, call it what you will, it's attracting the attention of a lot of in-plant managers. Sending jobs to an in-plant electronically appeals to the couch potato in every customer. And when customers can just kick back and click, in-plants can cash in.
A Two-year Search
Up the California coast in San Francisco, David German, manager of the city's Reproduction and Mail Services department, says his 46-employee facility has been looking for nearly two years at ways to get jobs into the shop over the Internet. The in-plant chose PrinterPresence.
"PrinterPresence is dirt-cheap and flexible," says German. "Our customers have been asking for faster and faster turnaround. This takes a few hours off the front end."