(Editor’s note: The following Elite Dealer profile was inadvertently omitted from the list of profiles we ran throughout the month of October. We apologize for the omission.)
OFFIX, LLC
Gainesville, VA
Year Founded: 1999
Number of Employees: 30
This Year’s Big Accomplishment: Moving into a larger location to accommodate customer needs and growth.
Approximate Yearly Revenues: $8.5 million
Primary Vendors: Canon, Sharp, Océ, KIP, MBM, Ricoh, Secap, Dell, HP, Xerox
Got good customer service? That’s a trait virtually every dealership claims to offer and most do, but some dealerships take it to a whole other level. Consider Offix, they offer clients a free of charge Website that uses e-info, allowing customers to manage their copier fleet from one central location. Here clients can order supplies, initiate service requests, input meter readings, and view equipment summaries and account status. The Website also allows clients to see the turnaround times on their service calls, verifying that Offix meets the guaranteed four-hour onsite response time.
Although the use of technology to drive customer service to new levels isn’t unique, we can’t help but acknowledge that Offix has done a nice job of integrating service-oriented solutions such as FM Audit and several remote monitoring systems as part of every service agreement to help clients cut costs and streamline processes. They also use Canon’s imageWARE Remote on Canon devices, which for proactively monitoring and managing customer’s devices remotely.
As the industry shifts, so has Offix and they now offer print fleet management and employ in-house IT professionals to help streamline customers’ document management processes, creating a one- stop shop for customers. This commitment and dedication to creating long-term value for customers has been a tremendous success, proven by a customer base of more than 5,000 businesses and a 94.5 percent retention rate.
For a dealer in the small to midsize range, Offix operates like a larger entity and can service customers regardless of a their location in the U.S. Service is provided via a nationwide network of authorized partners. Additionally, they make regular contact with all customers, regardless of location through phone calls, e-mail campaigns, Blogs and the Offix Facebook page.
We’re also impressed by Offix Managed Services (OMS). OMS is a turn-key print management program that manages services and supplies, allowing customers to gain control, increase efficiencies, manage costs, and most importantly focus on their core business activities. Again, not a new concept in this day and age, but one that still places Offix in the upper pantheon of dealerships, especially since they are doing this successfully.
We’re not the only one who has noticed what a terrific job Offix has been doing. The Association of Technical Service Professionals (ATSP) award is issued by Canon to dealership locations whose number of technicians and system engineers with current, unexpired ATSP Certifications are 75 percent or more of the total number. Offix has received this award every year since 2007 and is one of only 65 dealers nationwide to receive this recognition.
Were also impressed by Offix’s corporate culture, a culture that values teamwork and continuous education. People who work at Offix are invested in the success of the company, and passionate about their profession and trade. Having invested employees is one of the reasons they excel in customer service. Management values every opinion and allows everyone to share in the company’s success. As Offix tells us, “After all, we can’t be successful without talented and motivated employees.”
We admire an organization whose environment is one that fosters personal growth and innovative thinking. Recognizing that each individual needs more than a paycheck, the company offers a comprehensive and competitive benefits package designed to help attract and retain the very best employees. This package includes educational assistance, paid leave, retirement account planning, and quarterly employee outings. With these employee outings Offix can show their employees appreciation for their hard work, promote team building and allow employees and their families to enjoy time together outside of the office. Employee recognition is another important part of the Offix culture and outstanding employees are recognized with several awards throughout the year, including Exceptional Service Awards, Employee of the Year and Tenure Awards.
Meanwhile, the company is expanding. After outgrowing the offices in Manassas, Offix moved to a new location in Gainesville Virginia. The new, state of the art building designed specifically for Offix houses offices, a Canon, Sharp and wide-format showroom, plus a warehouse for supplies.
Another reason we rate Offix Elite is their involvement in the community. They support the CASA of Greater Prince William County, a non-profit that works with the court system to provide advocates to abused and neglected children. Offix participates in the Save-A-Child program by providing financial support for at least 2 children each year. The Offix staff has worked together to help many causes over the years, including raising over $5,000 in cash and Christmas gifts for Acts Turn Points, a local abused women’s shelter. Plus for the third year in a row they were the main sponsor for the “Stonewall Rally Golf Tournament” to support a local Cancer Center. Add to that donations of more than $30,000 to various other charities, it’s clear that giving back to the community is important to everyone in the company. Cumulatively, all of these traits make Offix a 2011 Elite Dealer.
