Situation:
Kinko's needed to update the way that print jobs were transcribed from the customer, managed through production, and tendered out when the customer returned to pick up their order. Of particular concern were customer-facing solutions selling, a new store design, and keeping processes efficient enough to take quick copy orders as well as more complex orders.

Solution:
Kinko's leveraged our experience to rethink the way their store systems support their business. CEMg helped define an optimized store production workflow, document their technical requirements, and define user interface design needs. As part of this process, CEMg also analyzed upsell and customer identity issues to incorporate into their store systems and integrate with Sales Force Automation and Customer Relationship Management software.

Results:
Early beta versions of the software were as efficient as the traditional envelope technique currently in use for order taking. The real benefit was that data did not have to be re-entered in production and at the POS at checkout. Potential time-savings of 33% were estimated. In addition, having customer information available at any Kinko's in North America pertaining to loyalty, total spend, and special pricing made the in-store customer experience for business travelers and local customers a more informed, streamlined approach. The customer-facing advertising at the cash register brought total spend per order up 2%.