![\"BEI](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2015\/12\/BEI-ENX-Service-Award-e1450361914213-300x255.jpg\")
Office Copying Equipment (OCE) is no diamond in the rough when it comes to its approach to service. The dealership, which has been serving customers for nearly 42 years, may not have written the book on quality service, but they\u2019ve certainly contributed their fair share of chapters.<\/p>\n
OCE is a Sharp dealership serving more than 5,000 customers throughout Milwaukee, Racine, Kenosha, Walworth, Waukesha, Ozaukee, and Washington counties in southeast Wisconsin. The dealership excels at client consultations, MFP\/software integration, network design and implementation, and application support and training. Indeed, OCE truly fits the profile of a progressive office technology dealership.<\/p>\n
An integral component of OCE\u2019s business model, as well as a key differentiator in the market, is a strong focus on customer support and service. As far as service goes, OCE is one of the best in the nation. Its technicians work exclusively on Sharp products. They receive comprehensive Sharp factory authorized training and certification through the 3T (Train-The-Trainer) Service Certification program. Even though much of the training is done online lately, they\u2019re still offered hands on training at OCE headquarters even when it\u2019s not provided by Sharp. In this instance, a couple of techs at a time will come in and work on one of the devices they learned about in the online training.<\/p>\n
![\"BEI](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2015\/12\/Office-Copying-Equipment-Copy-300x225.jpg\")
BEI Services’ Dan Fink (left) with Tom Sett (center), president and owner and Pete Humphrey (right), service manager of Office Copying Equipment with their Diamond Award.<\/p><\/div>\n
Add to that an incentive-based technician program designed to extend customers\u2019 page output between service calls and it\u2019s easy to understand why OCE is being honored this month with a BEI Services\/ENX magazine Service Excellence Award in the Diamond category.<\/p>\n
\u201cThese guys are knocking it out of the park,\u201d says BEI Services Dan Fink. They\u2019re ranked number four out of the 176 dealers in the OTSA program and 10 of their 16 technicians are in one of the top two award positions\u2014either Platinum or Diamond.<\/p>\n
OCE\u2019s numbers are truly impressive. How about 7 percent Hold for Parts, a figure that\u2019s held steady for the past six months? Call Backs are at 29 percent while First Call Effectiveness (FCE) is a solid 64 percent. Those are numbers that many dealerships can only dream of achieving.<\/p>\n
While we\u2019re on the topic of service, something else that makes OCE unique is its parts delivery team, which is available to service technicians in the event a part is not in a technician\u2019s car stock. Technicians are pretty good on their own at keeping the necessary parts in their cars, but this added component ensures that OCE\u2019s first call effectiveness remains as high as it is.<\/p>\n
OCE\u2019s origins date back to 1974 and its relationship with Sharp to 1975 when it became Wisconsin\u2019s first authorized Sharp dealer. It\u2019s been a single-line Sharp dealer ever since. Is that exclusivity an asset when it comes to service?<\/p>\n
\u201cAbsolutely,\u201d responds Pete Humphrey, service manager. \u201cIt\u2019s a tremendous advantage for our technicians. We can have a much larger inventory of parts and supplies for our equipment because we don\u2019t need parts and supplies for multiple lines. By and large the way the Sharp products are built, it\u2019s similar from machine to machine so my guys are really Sharp specialists.\u201d No cross training is necessary.<\/p>\n
That focus on a single line makes things easier, but there\u2019s got to be other reasons why OCE excels in the service arena.<\/p>\n
\u201cWe take care of our guys so we have a stable staff; they know how to take care of the equipment, they know our customers, and they\u2019re professionals,\u201d states Humphrey.<\/p>\n
Having the appropriate service data at their fingertips is another asset and that information has been available to OCE ever since the dealership partnered with BEI Services back in 2005.<\/p>\n
\u201cIt was a way to control the spiraling cost of parts,\u201d explains Humphrey when asked why the dealership took on BEI. \u201cWith any new plan you\u2019re skeptical since you have to invest time and effort to make it go, but this was the way for the technicians to manage their parts usage.\u201d<\/p>\n
And it was a better way compared to previously when they might just put in as many parts as they wanted until the problem was solved and then walk away. Not anymore.<\/p>\n
\u201cWhat we wanted to do was make an accurate diagnosis and install the correct item or items and not be putting in something that\u2019s not necessary,\u201d notes Humphrey. \u201cWhat we got is exactly what we wanted; the techs are out there thinking about this and are invested in the success of the company because of the BEI Tech Comp program.\u201d<\/p>\n
\u201cThis program makes them aware of how big their bonus check is going to be by selecting the right part to put in, or eliminating the part they put in that didn\u2019t fix it, and make sure they\u2019re just using the proper parts to fix a piece of equipment,\u201d observes OCE\u2019s owner and president Tom Sett. \u201cThis was the first program I saw in the service industry that allowed us to have equal and fair compensation for the technicians that would accomplish what I was looking for\u2014to increase profitability in the service department on the P&L. BEI worked on this and came up with a fabulous program and the results have been unbelievable.\u201d<\/p>\n
The dealership began seeing improvements within four to six months.<\/p>\n
\u201cAs it became part of the culture, it improved and improved and improved for several years,\u201d says Humphrey.<\/p>\n
Although there\u2019s still room for improvement, Humphrey concedes it\u2019s not like OCE is going to see the kind of improvements it saw early on.<\/p>\n
\u201cWe\u2019ve achieved our optimum cost savings in that regard and it\u2019s understood by the techs this is how it\u2019s going to work and that they are part of the success of the company,\u201d adds Humphrey.<\/p>\n
The ability to fix equipment right the first time, having the appropriate parts, and reducing call backs is something that OCE\u2019s sales reps aren\u2019t shy about sharing with customers and prospects.<\/p>\n
\u201cOur sales people bring this up when talking about copying equipment and a big part of it is our after sale service and IT support,\u201d states Sett. \u201cWe really talk about the BEI program to underscore the benefit of going with Office Copying Equipment because we\u2019re going to eliminate the dreaded call backs.\u201d<\/p>\n
Of course sales reps talk about the tenure of OCE\u2019s techs too, with 15 of them being with the company an excess of 15 years each.<\/p>\n
\u201cWe have the experience and we\u2019re exclusively with Sharp so there\u2019s no cross training,\u201d says Sett. \u201cWe make that part of our portfolio as to why you should buy from Office Copying Equipment. This is one of the big reasons. Obviously, the Sharp equipment is good equipment, but the after sale is what people are concerned with\u2014what happens if it breaks, do you have the parts, how quickly will you get there, and how many shots are you going to have before you fix it right. We tie into that; we don\u2019t just say, \u2018We\u2019re not going to have call backs and we do a good job,\u2019 but we have the BEI program that allows us to do that and we have an award that proves we are as good as we say we are.\u201d<\/p>\n
Let\u2019s not ignore the fact either that OCE\u2019s techs have embraced the program, particularly the bonus checks they receive at the end of the month.<\/p>\n
\u201cWhen they\u2019re extending copies between calls, which is what I like to see as an owner and what the end user likes to see, rather than the proverbial pat on the back and see you Monday and do it again, these guys get a bonus check at the end of the month and that\u2019s one of the reasons they stay with Office Copying Equipment,\u201d says Sett. \u201cIf we can keep that experience and tenure here we have a nice story to talk about here in Milwaukee on why you should go with OCE and not the competition.\u201d<\/p>\n
Humphrey posts the results monthly, but that\u2019s not always fast enough for some of his techs who are often eager to see how they\u2019re doing. It can get competitive around OCE when it\u2019s time for those numbers to go up for all to see.<\/p>\n
Where can OCE improve?<\/p>\n
\u201cThese guys are all professionals and they know the deal, and they know how to fix the equipment,\u201d says Humphrey. \u201cWe always want to learn and grow and technology is tough to keep up with. Where I\u2019d like to improve is on the networking side. We have our own IT department that is working full time with our customers to take care of IT issues, and I\u2019d like to get some of my techs doing more of that. We\u2019re able to handle what we need at this time and we\u2019re doing well. We need to stay the course and continue to grow with the industry as it changes.\u201d<\/p>\n
Both Humphrey and Sett would recommend the program without hesitation to any dealership looking to boost its service performance.<\/p>\n
\u201cThe program has done everything and more than was promised,\u201d says Humphrey. \u201cThe ability to access the data across the nation and beyond for all of these models and have real live data, not just classroom solutions data for costs and staffs, and the amount of information BEI collects and makes available is tremendous.\u201d<\/p>\n
\u201cIt impacts the P&L which is what ownership is concerned with,\u201d adds Sett. \u201cI would definitely recommend the program to other dealerships. We\u2019re trying to figure out the meter charge programs, and having a national average on CPC between calls allows us to price more aggressively. BEI allows you to gather this information both on a local and national basis and come up with a good decision-making process on how low you can go and still make money, especially if you get involved in a competitive situation in maybe a non-profit or a multiple machine deal, where everybody gets aggressive on that meter charge program. It also helps keep your service techs at home so you don\u2019t lose them to the competition. That tenure and experience is one of the biggest things that make a service department successful, and that\u2019s what leads a dealership to be successful.\u201d<\/p>\n
\u00a0<\/strong><\/p>\n Office Copying Equipment<\/strong><\/p>\n Milwaukee, WI<\/p>\n www.oceltd.com<\/p>\n Owner\/President:<\/strong> Tom Sett<\/p>\n Service Manager: <\/strong>Peter Humphrey<\/p>\n Number of Service Techs: <\/strong>16<\/p>\n Number of Customers Serviced: <\/strong>5,000<\/p>\n Lines Carried:<\/strong> Sharp<\/p>\n Why They Stand Out: <\/strong><\/p>\n Call Backs \u2013 29%<\/p>\n Hold for Parts \u2013 7%<\/p>\n FCE \u2013 64%<\/p>\n","protected":false},"excerpt":{"rendered":" Office Copying Equipment (OCE) is no diamond in the rough when it comes to its approach to service. The dealership, which has been serving customers for nearly 42 years, may not have written the book on quality service, but they\u2019ve certainly contributed their fair share of chapters. OCE is a Sharp dealership serving more than 5,000 customers throughout Milwaukee, Racine, Kenosha, Walworth, Waukesha, Ozaukee, and Washington counties in southeast Wisconsin. The dealership excels at client consultations, MFP\/software integration, network design and implementation, and application support and training. Indeed, OCE truly fits the profile of a progressive office technology dealership. An integral component of OCE\u2019s business model, as well as a key differentiator in the market, is a strong focus on customer support and service. As far as service goes, OCE is one of the best in the nation. Its technicians work exclusively on Sharp products. They receive comprehensive Sharp factory authorized training and certification through the 3T (Train-The-Trainer) Service Certification program. Even though much of the training is done online lately, they\u2019re still offered hands on training at OCE headquarters even when it\u2019s not provided by Sharp. In this instance, a couple of techs at a time will come in and work on one of the devices they learned about in the online training. Add to that an incentive-based technician program designed to extend customers\u2019 page output between service calls and it\u2019s easy to understand why OCE is being honored this month with a BEI Services\/ENX magazine Service Excellence Award in the Diamond category. \u201cThese guys are knocking it out of the park,\u201d says BEI Services Dan Fink. They\u2019re ranked number four out of the 176 dealers in the OTSA program and 10 of their 16 technicians are in one of the top two award positions\u2014either Platinum or Diamond. OCE\u2019s numbers are truly impressive. How about 7 percent Hold for Parts, a figure that\u2019s held steady for the past six months? Call Backs are at 29 percent while First Call Effectiveness (FCE) is a solid 64 percent. Those are numbers that many dealerships can only dream of achieving. While we\u2019re on the topic of service, something else that makes OCE unique is its parts delivery team, which is available to service technicians in the event a part is not in a technician\u2019s car stock. Technicians are pretty good on their own at keeping the necessary parts in their cars, but this added component ensures that OCE\u2019s first call effectiveness remains as high as it is. OCE\u2019s origins date back to 1974 and its relationship with Sharp to 1975 when it became Wisconsin\u2019s first authorized Sharp dealer. It\u2019s been a single-line Sharp dealer ever since. Is that exclusivity an asset when it comes to service? \u201cAbsolutely,\u201d responds Pete Humphrey, service manager. \u201cIt\u2019s a tremendous advantage for our technicians. We can have a much larger inventory of parts and supplies for our equipment because we don\u2019t need parts and supplies for multiple lines. By and large the way the Sharp products are built, it\u2019s similar from machine to machine so my guys are really Sharp specialists.\u201d No cross training is necessary. That focus on a single line makes things easier, but there\u2019s got to be other reasons why OCE excels in the service arena. \u201cWe take care of our guys so we have a stable staff; they know how to take care of the equipment, they know our customers, and they\u2019re professionals,\u201d states Humphrey. Having the appropriate service data at their fingertips is another asset and that information has been available to OCE ever since the dealership partnered with BEI Services back in 2005. \u201cIt was a way to control the spiraling cost of parts,\u201d explains Humphrey when asked why the dealership took on BEI. \u201cWith any new plan you\u2019re skeptical since you have to invest time and effort to make it go, but this was the way for the technicians to manage their parts usage.\u201d And it was a better way compared to previously when they might just put in as many parts as they wanted until the problem was solved and then walk away. Not anymore. \u201cWhat we wanted to do was make an accurate diagnosis and install the correct item or items and not be putting in something that\u2019s not necessary,\u201d notes Humphrey. \u201cWhat we got is exactly what we wanted; the techs are out there thinking about this and are invested in the success of the company because of the BEI Tech Comp program.\u201d \u201cThis program makes them aware of how big their bonus check is going to be by selecting the right part to put in, or eliminating the part they put in that didn\u2019t fix it, and make sure they\u2019re just using the proper parts to fix a piece of equipment,\u201d observes OCE\u2019s owner and president Tom Sett. \u201cThis was the first program I saw in the service industry that allowed us to have equal and fair compensation for the technicians that would accomplish what I was looking for\u2014to increase profitability in the service department on the P&L. BEI worked on this and came up with a fabulous program and the results have been unbelievable.\u201d The dealership began seeing improvements within four to six months. \u201cAs it became part of the culture, it improved and improved and improved for several years,\u201d says Humphrey. Although there\u2019s still room for improvement, Humphrey concedes it\u2019s not like OCE is going to see the kind of improvements it saw early on. \u201cWe\u2019ve achieved our optimum cost savings in that regard and it\u2019s understood by the techs this is how it\u2019s going to work and that they are part of the success of the company,\u201d adds Humphrey. The ability to fix equipment right the first time, having the appropriate parts, and reducing call backs is something that OCE\u2019s sales reps aren\u2019t shy about sharing with customers and prospects. \u201cOur sales people bring this up when talking about copying equipment and a big part of it is our after sale service and […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1649,2195],"tags":[2573,115,2572,2569,2570,2571],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/15646"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=15646"}],"version-history":[{"count":1,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/15646\/revisions"}],"predecessor-version":[{"id":15649,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/15646\/revisions\/15649"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=15646"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=15646"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=15646"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}