Rick Dolezal Pulp and Paper User Group Meeting€¦ · ABB Group September 24, 2012 | Slide 2...

© ABB Group September 24, 2012 | Slide 1

Pulp and Paper User Group Meeting Rick Dolezal

© ABB Group

September 24, 2012 | Slide 2

Holiday Inn Hotel & Convention Center For emergencies dial 0, or notify nearest staff member

Nearest

exits


Weaknesses

0

5

10

15

20

25

30Proposals

Internal communications

Old slow processes/not

embracing new

Sales tools / strategy

Customer responsiveness

Systems vs Services

Market awareness

Product help

Resources

Tech support


Addressing the issues - Proposals

Many complaints about slow proposals

Divided Proposal process into 4 areas

Improved each area

T1

T1 = Customer

request to RFP in

Prosales





Improved each area

T1 T2

T1 = Customer

request to RFP in

Prosales

T2= Proposal

prep time





Improved each area

T1 T3 T2

T1 = Customer

request to RFP in

Prosales

T2= Proposal

prep time T3= Approval time





Improved each area

T1 T4 T3 T2

T1 = Customer

request to RFP in

Prosales

T2= Proposal

prep time T3= Approval time

T4 = Completed

proposal to

customer


On-time delivery has improved

0

10

20

30

40

50

60

70

80

2011-01

2011-02

2011-03

2011-04

2011-05

2011-06

2011-07

2011-08

2011-09

2011-10

Monthly on-time completion percentage from 35% to 70%



0

10

20

30

40

50

60

70

80

2011-01

2011-02

2011-03

2011-04

2011-05

2011-06

2011-07

2011-08

2011-09

2011-10




0

10

20

30

40

50

60

70

80

2011-01

2011-02

2011-03

2011-04

2011-05

2011-06

2011-07

2011-08

2011-09

2011-10


Metrics put in

place

here


0

10

20

30

40

50

60

70

80

90

PA Overall - Prosales RFP OnTime Summary

% OnTime


2012 proposal team improvements

Pre-approved proposals.

Catalog part number.

Pre-approved scope,

price & terms

FAST budgetary proposals

(72 hour turn around)

coming in April 2012

Proposal





Pre-approved scope,

price & terms




Proposal





Pre-approved scope,

price & terms




Proposal

72

Hrs


Video Production – New PA Service channel

Videos organized

by 4 value

propositions

• Content created by

professional

production firm

• Another customer

touch point

• Anyone can link to

or embed these

videos

• Opportunity for self-

replicating viral

marketing

• One has 893 views

Month DD, Year | Slide 15

© ABB Group

Invitation to subscribe !


Regional customer events

9 Customer Meetings

MOD Users Conference

Agenda


PASV quarterly customer newsletter

• GrowthPoint

monitors clicks,

lead generation

and all analytics

• Print version will add

QR technology -

easy sign-up

• Stats: Delivered

emails grew by 21%

from first to second

issue (1300 emails+)

Customized per SAM - email and hardcopy

Month DD, Year | Slide 17

© ABB Group

Next issue will utilize QR code technology

Email Print


Customer input is driving changes


What you are asking for:

Uptime, reliability

Our flexibility – to work with you

To go outside the box or try new ways to meet needs

Step up and be the experts you are

Pleasant and easy to work with

Willing to get in the trenches and solve a problem

Deliver on commitments, call when you can’t, do extra and ask if people are satisfied


We are asking our team to help you

“If it makes sense, do it!”

Empowered

Communication

Delivering on commitments

Doing the little things – the little things matter

To help make each interaction with you a

positive defining moment!


We appreciate our relationship with you

We are focused on your business

success

We both have a role

We believe we have to take it up a

notch

Thank-you for your business, we

appreciate working with you!

Rick Dolezal Pulp and Paper User Group Meeting€¦ · ABB Group September 24, 2012 | Slide 2...

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