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Danwood commits £5m to customer-centric change programme(M2 PressWIRE Via Acquire Media NewsEdge) "The industry has been focused on its own needs, rather than those of the customer, for too long - it's time for change," says Danwood CEO, Steve Francis Lincoln, UK - Leading print and document solutions company, the Danwood Group, today announces a 5m investment programme designed to put customers at the heart of the company's redefined strategy. The funds are being used to better understand the printing and document management needs of organisations, throughout the UK, Ireland and Channel Islands. The investment will also support an organisation-wide transformation programme to further streamline operations and workflow and enhance the overall customer experience. Danwood is working with the strategic consultancy group, EdenMcCallum to undertake the industry's largest study into the printing behaviours of organisations in 20 sectors across the UK including legal, real estate, retail, construction and finance. By gathering data about print types, volumes, number of devices in the field, as well as user attitudes, Danwood will have an invaluable insight into the drivers behind print and document processes in British businesses. These insights will augment the outcomes of a comprehensive customer satisfaction survey and interview process, conducted with the Leadership Factor, across the entire Danwood Group during the last quarter of 2013 and first three months of 2014. Informed by these comprehensive customer insights and designed to deliver a truly customer-centric focus across the organisation, Danwood's business transformation programme will include staff training and development, as well as step-change upgrades of IT systems and all customer-facing touch points, customer relationship management systems and mobile technology. In parallel to the research and internal transformation programme, Danwood is working closely with its major technology OEM partners to develop innovative solutions to meet the specific requirements of each and every customer, local and national. "The whole industry has focused on its own needs, rather than those of the customer, for too long. It's time for change," said Steve Francis, CEO of Danwood. "Traditionally, print resellers have concentrated on 'shifting tin' and neglected to understand how printing and document solutions can help streamline businesses processes and drive efficiency. "Our industry study gives us an incredible insight into what customers really want, and through our comprehensive business transformation programmes and our close relationships with all key OEMs, we can help bring about a distinct change in the document solutions market that will put the customer first and help position print and document solutions as important business-enablers for companies of all sizes." About The Danwood Group The Danwood Group is the largest independent provider of print and document solutions in the UK. Headquartered in Lincoln, with dedicated staff operating from locations across the UK, Ireland and Jersey, Danwood supports over 17,500 customers, including 14,000 small and medium sized enterprises, public sector organisations including Barts NHS Trust and large corporates such as Thomas Cook and Barclays. Danwood's consultative approach focuses on optimising an organisation's document centric print solutions, while minimising sustainable impacts on energy consumption, enhancing user experience, improving quality and most significantly reducing real costs. For further information, please contact: Andrea Berghall/ Katie Ward EML Wildfire [email protected] 020 8408 8000020 8408 8000CallSend SMSAdd to SkypeYou'll need Skype CreditFree via Skype . (c) 2014 M2 COMMUNICATIONS |