Printing Industry

CRM Solutions for the Printing Industry

Both economic pressures and technical advances have put a large strain on the UK printing industry. Customers are increasingly wanting more and more for less money. However because of the advances in technology and the increasing use of the internet, competition in the printing industry is now not only UK based, but is global!

In an attempt to drive their prices down some UK printing companies are designing in this country and then producing overseas. Although this is common practice it is not without its problems. Firstly there may be quality assurance issues, how will the UK company know that the overseas supplier is shipping a product which they are happy to be associated with? In addition, what happens if there is a problem with the final product? In the UK, a printer would try to have the product picked up the same day, re-printed and then back with the customer the next day. However, when printing abroad there are longer lead times and will ultimately this could have a negative impact on the relationship with the customer.

The other option for printing companies is to differentiate themselves on the level of customer service they provide. But delivering outstanding customer service needs effective business processes. Within many printing organisations there is information stored in a variety of different places including on spreadsheets, in people heads and in paper files. This creates huge gaps in employee knowledge, meaning that delivering a consistent level of customer services becomes at the least challenging. However, implementing a Customer Relationship Management (CRM) Solution could provide the answer.

Customer Relationship Management is all about putting processes in place to improve efficiency and effectiveness and therefore retaining existing clients at the same time as attracting new customers.

Customer Relationship Management Software helps printing companies to deliver outstanding customer service as it:

  • Provides a centralised location for all customer data - improving transparency of customer information
  • Reducing duplication of effort
  • Empowering employees with knowledge
  • Increasing management reporting ability

Concentrix takes a product agnostic approach to supplying CRM software and provides best in breed CRM solution including Microsoft Dynamics CRM, Sage CRM and FrontRange's GoldMine. Concentrix has helped a number of printing companies improve their efficiency and effectiveness by implementing a CRM. For an example of CRM in the printing industry, please see our Synergy Print Management CRM Case Study.

ERP Solutions

Although stand alone CRM and Accounts solutions bring advantages to printing companies, there can be difficulties caused when the back office staff use a different system to the front office staff. If for example the sales team have forecast a large sales value for a particular company and the accounts department has put that same customer on stop for poor payment, this could have catastrophic implications.

ERP Solutions, now more often called Business Management Suites will enable Printing Companies to:

  • Improve efficiency, competitiveness and customer satisfaction
  • Have complete visibility across the company
  • Increase staff knowledge
  • Deliver unrivalled customer service

Concentrix takes a product agnostic approach to supplying ERP solutions for the printing industry and provides best in breed solutions including Sage 200 and Microsoft Dynamics NAV.

Hardware and IT Infrastructure for the Printing Industry

To ensure you get the very best out of the software you use, it is essential that you select the hardware and infrastructure which has the right specification.

Concentrix supplies:

  • Networks and Infrastructure for all sizes of business, from small 5 user system to multi-site operations with 100+ users.
  • Comprehensive internal networks using the latest server applications
  • Full security, anti-virus and firewalls
  • Anti-spam
  • Back-up, system continuity and maintenance solutions
  • Computer and telephony integration

As a one stop shop for Business Soutions Concentrix has close working relationships with a number of best in breed hardware manufacturers including HP, and many others.

For more information about CRM, ERP, Accounts or IT solutions for the Printing Industry, please contact Concentrix on 01509 410500 or email info@concentrix.co.uk.