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Choate, Hall & Stewart
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What type of office equipment do you recommend a company that generates over a million impressions a month? And, how do you get them to do business with your company? These are the same questions ImageTech had to answer when they were approached by one of the largest law firms in the country.
"We had a few pieces of equipment at the offices of Choate, Hall and Stewart and we got to talking about replacing all of their copiers," says Tom Walsh, Owner/President of ImageTech of Boston, Massachusetts. "As with every customer, we talked with them, surveyed the situation and sat down with them to discuss their needs. After an extensive discussion about their expectations on their equipment and service, we did a full analysis and a recommendation."
"Tom (Walsh) met with us with a plan on how to buy out the rest of the equipment we had and how to replace all the pieces with ImageTech's copiers," said Judith Warren, CFO of Choate, Hall and Stewart. "He walked us through everything and explained every detail we needed to know."
What was ImageTech's recommendation after the equipment was replaced? With such a large volume of copies made daily, efficiency and reliability of the equipment were essential. It was important for each employee to have a high comfort level with the equipment they were operating. The first step was to consolidate all the copiers to a common model of standardize a user-friendly environment. This will allow the employees to be familiar with all the copiers within the office. "With more than 450 employees at two offices, it's save us a tremendous amount of time to train our people on one type of copier than 10 different copiers that do the same function," commented Warren. "This was definitely a cost savings to us and gave our people an environment that they can be more productive in."
The second step was to make the office equipment environment more efficient. ImageTech strategically improved each critical area by providing two copiers instead of one. This would improve on production by reducing queuing lines and in the case if a copier was experiencing some downtime for repairs, another copier would be functioning.
Aside from the equipment, ImageTech went a step further in providing second-to-none customer service. ImageTech provided Choate, Hall and Stewart an assigned technician that reports directly to them on a daily basis. Taking a proactive approach, ImageTech went another step by providing them with written quarterly reviews on the performance of the account. This allowed ImageTech to respond to concerns and improve overall communication.
"We realized the magnitude of their needs. They required customer service and quality products that had minimal downtime," commented Walsh. "We felt we went a step further and offered them a partnership and total solutions package."
"I can't describe the service we receive from ImageTech," states Warren. "From Tom (Walsh) to their service technicians, ImageTech has been nothing but first rate."
Choate, Hall & Stewart currently has more than 30 digital copiers that produce 60 cpm each. Although they are not currently connected, Choate, Hall and Stewart has asked ImageTech to do the research and analysis in connecting their entire office.
"We have long-term relationships with customers, so we're able to be more of a partner with them," says Walsh. "If you're just shopping for digital copiers based on price, you'll do your business an injustice. However, if you're planning for the future and looking for a business partner, I'm proud to say ImageTech is it."
Recognized for their commitment to customer service and quality products, ImageTech beat out thousands of business equipment dealers to win the Elite Dealer 2000 Award presented by Office Dealer 2000. ImageTech was selected over businesses from all 50 states, Canada, Australia and Europe, based on a variety of criteria.
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