THE OXFORD WINE COMPANYFor the Oxford Wine Company quality and service are

key to the business. In Altodigital and Ashcroft Mailing

solutions they have found partners that can deliver on

both counts.

A P A R T N E R Y O U C A N R E A L L Y T R U S T

THE CHALLENGE

As with many organisations The Oxford Wine Company had a number of printing

devices that could no longer cope with the workload or with the increased standards

that were expected from them.

Adding to the challenge there were a number of service and reliability issues. Machines

would often have faults and the engineers that were called out were inexperienced

and from third parties, rather than from who had provided the devices. This meant that

issues were not being resolved as quickly as they needed to be.

“The major problem was that we were spending too much time trying to resolve

issues,” commented Karine Lamothe at The Oxford Wine Company. “Having to

wait three or four days for an issue to be fixed was something that was simply not

sustainable.”

“The devices could no longer do the job we needed as we progressed as a company,

however, we were also locked into long lease agreements meaning that there was no

light at the end of the tunnel,” Karine explained.

Having identified the problem it placed a request on Auditel, a specialist cost and

purchase management consultancy, which was answered by Altodigital, one of their

approved suppliers.

LOCATION Oxford.

KEY TECHNOLOGY Sharp and Kyocera devices, Optimise fleet management. software.

KEY BENEFITS Rationalised printing fleet, reduced printing costs, improved customer service.

WEBSITE www.oxfordwine.co.uk

CLIENT PROFILE

The Oxford Wine Company is an award winning

independent retailer and wholesaler of fine wines.

It employs 31 staff, spread across four locations.

As well as importing and exporting wine, it hosts

regular wine tasting sessions, education courses

and caters for privately hosted events.

Karine LamotheOffice & IT Manager at The Oxford Wine Company

CLIENT CASE STUDY

Service was a key issue for

us. Our previous experience

meant that we required a company

who could provide us with the type of

customer service we needed. There are

plenty of companies out there selling

photocopiers and printers, but it is the

customer service that really makes a

difference – Altodigital has been able to

provide this.

The Oxford Wine Company

drinks to success with

Altodigital

C L I E N T C A S E S T U DY

A P A R T N E R Y O U C A N R E A L L Y T R U S T

THE SOLUTION James Fernihough, Senior Account Manager, Altodigital, commented: “We were invited in for a discussion and essentially The Oxford Wine Company required a partner that would listen to its needs and implement a common sense solution to printing. We demonstrated that we were capable of doing this and were brought on board.”

Altodigital conducted an audit of The Oxford Wine Company’s printing needs and recommended that it’s existing four Xerox machines were consolidated into one Sharp Multi-Functional Device (MFD) and one Kyocera printer.

“The first obstacles were the two long leases on the machines,” continued Fernihough. “It was crucial that these were dealt with and paid off – we were immediately able to settle the existing agreement and still provide a cost efficient service. Given the size of the business, there wasn’t the need to print reams of paper – the important thing here was reliability and quality. The old machines in place were no longer good enough to produce quality documents for customer facing jobs.”

The Oxford Wine Company approved the recommendations and in addition Altodigital installed its Optimise software on the colour machine which effectively manages the device for the customer. The Altodigital support centre now ensures that the device is performing at an optimal level and takes the onus away from inhouse staff.

Altodigital also gave comprehensive training on the devices. This, as Karine explains, made the transition more manageable: “The experience has been easier than I could have imagined. Having received training on the proper use of the devices, we feel much more confident. Should anything go wrong, or we need to know anything, I only need to call Altodigital for someone to either talk me through the problem or to visit in person.” Such was the success of the training and implementation that within six weeks of the first meeting, The Oxford Wine Company was confident enough in the company to sign a long-term contract.

The audit conducted also highlighted issues with the franking machines and Altodigital recommended the services of Ashcroft Mailing Systems, one of their key business partners. Ashcroft Mailing Solutions is one of the few companies authorised by the Royal Mail to inspect, maintain and supply franking machines. It is also able to service and maintain electronic postal scales, letter folders and inserters.

This quickly solved the issues associated with the franking devices as Karine explains. “Ashcroft is very efficient when we place orders for inks and labels, and if we do have any problems with the franking machine the engineer turns up on the same day, or first call the next day.”

This type of customer service obviously makes a huge difference to the business. Knowing that it has the ability to always send out orders and correspondence is crucial, especially to an organisation where customer service is everything.

THE BENEFITS The Oxford Wine Company found that Altodigital was an exact fit to its traditional approach to customer service, preferring face-to-face and phone contact as Karine explains. “Service was a key issue for us. Our previous experience meant that we required a company who could provide us with the type of customer service we needed. There are plenty of companies out there selling photocopiers and printers, but it is the customer service that really makes a difference – Altodigital has been able to provide this. The customer service is always courteous and available and even the sillier questions are taken into consideration without making us feel useless, as we were made to feel by our previous supplier. Call backs are always quick and efficient and Altodigital are never short of visiting when they feel we get out of our depth.”

The SLAs in place provide an average response time of just four hours. This gives them huge confidence that the business will not be negatively affected even in the face of a potential issue. Fernihough commented: “By consolidating the devices and ensuring a constant monitor on the performance of each of them we have been able to provide The Oxford Wine Company with a 17% cost reduction over its outgoing solutions and enabled them to continue to give their customers the high quality service they have come to expect.”

S U P P L I E R S O F :

Altodigital has offices all over the country.

Call us and see what we can do for your business:

AYLESBURY 01844 201 744

HOME COUNTIES 01525 218 300

LONDON 02077 400 600

MIDLANDS 01384 286 000

NORTH 01132 443 016

SOUTH 01489 553 368

SOUTH WEST 01934 830 150

FOR MORE INFORMATION

Established for over 35 years, we have focused

exclusively on providing unbeatable office print

technology, and although we are a truly national

operation, our success has been forged around

our unique network of local offices providing

on-the-spot response, rapport and reliability.

To find out more about Altodigital email learnmore@altodigital.com or visit us at www.altodigital.com