![\"\"](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2017\/01\/Hendrix-Business-Systems.jpg\")
Hendrix Business Systems<\/p><\/div>\n
\u201cWe tailor our solutions to solve the customer\u2019s problem. If a customer is round, we will create a round solution for that customer. If a customer is a rectangle, we\u2019ll create a rectangle solution for that customer. Whatever the shape is, we will change ourselves to make sure we can fit the customer\u2019s need.\u201d<\/p>\n
The results Hendrix Business Systems has achieved with its service has earned this month\u2019s BEI\/ENX Service Excellence Platinum Award.<\/p>\n
![](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2017\/01\/Roger-Hendrix-2.jpg\")
Roger Hendrix, Owner\/President<\/p><\/div>\n
Hendrix Business Systems was founded in 1976 as a typewriter and calculator dealer. It became one of the first Canon C-Series copier dealers in the early 1990s. Since then, it has been primarily a Canon dealer, having added Xerox when it acquired another dealer last year. \u201cWe changed over to full-line Canon about eight and a half years ago,\u201d said owner Roger Hendrix. \u201cSince then, we\u2019ve doubled almost three times.\u201d During that time, the company has grown from 10 to 56 employees and from one to four locations.<\/p>\n
\u201cWe do very well with down-the-street, 50-employee or less businesses, because that\u2019s where we came from, but we also are doing extremely well with the more major account sized businesses and the national accounts,\u201d said Hendrix. \u201cWe\u2019ve progressed up through the ranks all the way into production now.\u201d<\/p>\n
![](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2017\/01\/Jeff-Whitlock-2.jpg\")
Jeff Whitlock, Director of Service<\/p><\/div>\n
The company started selling solutions and production print about four years ago. Hendrix says most of the growth is coming from production print, selling mainly to centralized reprographic departments (CRDs).<\/p>\n
Solutions sales, mostly of Canon\u2019s uniFLOW, are important in part because they are driving sales of machines. Director of Service Jeff Whitlock estimates that Hendrix Business Systems placed 300 machines in 2016 because of solutions sales, bringing the total number of machines under contract to 3,500 in 2016 and building to over 4,000 in early 2017.<\/p>\n
Service Is Job #1<\/strong><\/p>\n Regardless of what Hendrix Business Systems sells, both Hendrix and Whitlock consider service the company\u2019s main business. \u201cWe\u2019re in this business because of the service. Service is the driving engine for this industry, and that\u2019s why we\u2019ve put all the resources that we can into continually upgrading and extending ourselves to provide more from the service standpoint for our customers. We want to become as much of a consultant with them as we can.\u201d<\/p>\n \u201cService techs see your customers the most and communicate with them the most,\u201d said Hendrix. \u201cThey\u2019re almost like our customer service representatives. [Customers] know they can count on them, and that\u2019s important.\u201d<\/p>\n Providing that kind of service requires extra attention to the company\u2019s bottom line. \u201cOur biggest challenge is getting that balance between providing premium service and maintaining profitability. We seem to handle that very well,\u201d said Whitlock. He noted that production print customers are more demanding in their service expectations.<\/p>\n Hendrix said it is a struggle to stay relevant and make a profit when the market cost per copy (CPC) continues to go down. \u201cThe manufacturers are coming out with machines that operate at a lower CPC, but it\u2019s also been our experience that the direct operations continue to drop those CPC prices in the field,\u201d said Hendrix. \u201cThat\u2019s the reason I give Jeff a lot of credit. You have to look at parts more closely. You have to look at truck inventory more closely. You have to look at the rolling stock of drums and toner more closely, ordering more often but ordering less so that you\u2019re not tying up too much cash on the shelf. You can\u2019t afford to do that anymore.\u201d<\/p>\n He added that they\u2019ve closed some large service deals where their bid was actually higher than the closest competition because the customer saw the value-add. \u201cWe work real hard to make sure the customer understands our value-add proposition,\u201d said Hendrix.<\/p>\n Charlotte NC Showroom<\/p><\/div>\n Both Hendrix and Whitlock agree that a positive company culture makes a difference with the quality of service. \u201cIt\u2019s more of a familytype atmosphere, which leads to better employee morale,\u201d said Whitlock. Service techs are also empowered to make their own decisions in the best interest of the customer. \u201cIf an employee feels like they\u2019re not valued and that their hands are tied, then they can\u2019t do their job properly. We appreciate our employees.\u201d<\/p>\n \u201cSome of the strongest and best attributes as a company that we have come directly from our employees. I would like to say it was all me, but it was almost none me,\u201d said Hendrix. \u201cThat\u2019s what I give Jeff a lot of credit for. When he sees a service employee or any employee in his department that has shown the ability to make good solid decisions, then he gives them the room to make more of those decisions.\u201d<\/p>\n Measuring for Better, Profitable Service<\/strong><\/p>\n The desire to better serve customers while remaining profitable was a key reason Hendrix Business Systems implemented BEI. \u201cWe specifically needed help with increasing our FCE (first-call efficiency) and getting our parts usage under control. Our incompletes and our callbacks were through the roof. Our parts spend was astronomical before we started with BEI,\u201d said Whitlock. BEI has met those expectations, and as a result the company has met its goal of higher customer satisfaction and surpassed its profitability goal.<\/p>\n \u201cIn these days and times, there\u2019s not enough room to be sloppy anymore,\u201d said Hendrix. \u201cBEI has been extremely helpful with showing us where we\u2019ve been and, better still, where we need to go. It also helps us understand all this data that we have in ECi eautomate. We spend hours upon hours putting data into eautomate, but then it\u2019s almost impossible to ascertain anything from it in a timely manner without the help of a company like BEI.\u201d<\/p>\n That data has also provided insight that has improved the way Whitlock coaches his service techs. \u201cWhen we do our oneonone meetings with our technicians, we have the data that we need right there in front of us to discuss what their performance was for the last month. BEI also allows us to see how our technicians and our equipment are performing compared to the world. That\u2019s an invaluable tool to me because that helps me judge how we\u2019re doing as a service organization.\u201d<\/p>\n Because of the process efficiencies and coaching, Hendrix Business Systems has been able to grow without adding a lot of service techs\u2014essentially just the two service techs that came with the acquisition. That brought the total to 15. \u201cHere was the big thing with BEI,\u201d said Hendrix. \u201cIt helped us take the service team that we had and accomplish more with them. Plus, we have plenty of bandwidth to accommodate further expansion.\u201d<\/p>\n Another big plus is that Hendrix Business Systems customers are confident that they are going to get good service. \u201cThey really appreciate us getting their issues resolved the first time that we visit them. They also like that after we perform our total call procedure, they know that they\u2019re not going to see us again for a while.\u201d<\/p>\n Although Whitlock said his service techs were hesitant about BEI at first, they quickly came around once they realized how the company was using it. \u201cAgain, I use it to coach them to be better technicians, not to say, \u2018Oh, you\u2019re a bad technician. These are your numbers. You need to get these better.\u2019<\/p>\n Morrisville NC showroom<\/p><\/div>\n \u201cOne of their biggest concerns was that they would lose that ability to make decisions in customers\u2019 accounts when something needed to be done in their opinion,\u201d said Hendrix. \u201cJeff assured them that that\u2019s not the way we were going to use it. We were going to use it to learn where we\u2019ve been and to map out where we need to go.\u201d<\/p>\n BEI will continue to be an important tool for Hendrix Business Systems going forward. \u201cWe would always be interested in anything new that BEI comes out with because it\u2019s been a proven product. We made an acquisition in 2016. Jeff implemented the BEI pieces up there also for the techs and for the service department. That\u2019s run smoothly. Without question, BEI is a longterm partner for us.\u201d<\/p>\n Hendrix is proud of the respect his company has earned with Canon due to its focus on the customer and service. \u201cThere are things that we do not do or products that we do not service, but for what we choose to do, we\u2019re always going to work to increase our ability to make it the best service that\u2019s available. That\u2019s why Canon USA will use us to alpha and beta test in the field.\u201d<\/p>\n Looking Ahead<\/strong><\/p>\n Hendrix sees no reason why his current business model won\u2019t be just as successful in 2017. The company hopes to expand geographically with another acquisition, and that means expanding service as well. \u201cJeff is always looking at new talent to bring on board to expand the service and IT departments,\u201d he said.<\/p>\n The company is also building out its current facilities. \u201cWe\u2019re expanding our production showrooms in uptown Charlotte. We\u2019re expanding our production showroom in Raleigh, and we\u2019re creating a production showroom in Greensboro, North Carolina,\u201d said Hendrix. \u201cThat\u2019s an exciting piece, because we\u2019re providing something different than a lot of other places.\u201d He noted that having a production lab allows customers to be involved in an actual working environment. \u201cThat has been very successful for us.\u201d<\/p>\n Wherever the market takes his company in the future, Hendrix believes it will be interesting. \u201cThat\u2019s the one thing I like about the industry. There\u2019s always something new. It always will take a 90 degree turn and tear off on a tangent on you if you\u2019re not careful.\u201d<\/p>\n <\/div>Why They\u2019re a Platinum Award Winner:<\/strong><\/p>\n In an industry where 10 percent annual growth is considered good, more than 50 percent is nothing short of phenomenal. That\u2019s what Hendrix Business Systems achieved in 2016, growing from $8.1 million to $12.3 million. Much of that growth (73 percent) was the result of new business driven by the company\u2019s solutions and production print sales. When you factor in the 96 percent retention rate that Hendrix Business Systems has achieved, you can see that this dealership has a bright future. That retention rate is no accident. Hendrix Business Systems attributes it to the excellent service it provides. \u201cWe have run our business and we will continue to run our business as a people organization,\u201d said owner Roger Hendrix. \u201cYou deal with a real person. You deal with an employee that has the ability to make decisions for the particular customer.\u201d \u201cWe tailor our solutions to solve the customer\u2019s problem. If a customer is round, we will create a round solution for that customer. If a customer is a rectangle, we\u2019ll create a rectangle solution for that customer. Whatever the shape is, we will change ourselves to make sure we can fit the customer\u2019s need.\u201d The results Hendrix Business Systems has achieved with its service has earned this month\u2019s BEI\/ENX Service Excellence Platinum Award. Hendrix Business Systems was founded in 1976 as a typewriter and calculator dealer. It became one of the first Canon C-Series copier dealers in the early 1990s. Since then, it has been primarily a Canon dealer, having added Xerox when it acquired another dealer last year. \u201cWe changed over to full-line Canon about eight and a half years ago,\u201d said owner Roger Hendrix. \u201cSince then, we\u2019ve doubled almost three times.\u201d During that time, the company has grown from 10 to 56 employees and from one to four locations. \u201cWe do very well with down-the-street, 50-employee or less businesses, because that\u2019s where we came from, but we also are doing extremely well with the more major account sized businesses and the national accounts,\u201d said Hendrix. \u201cWe\u2019ve progressed up through the ranks all the way into production now.\u201d The company started selling solutions and production print about four years ago. Hendrix says most of the growth is coming from production print, selling mainly to centralized reprographic departments (CRDs). Solutions sales, mostly of Canon\u2019s uniFLOW, are important in part because they are driving sales of machines. Director of Service Jeff Whitlock estimates that Hendrix Business Systems placed 300 machines in 2016 because of solutions sales, bringing the total number of machines under contract to 3,500 in 2016 and building to over 4,000 in early 2017. Service Is Job #1 Regardless of what Hendrix Business Systems sells, both Hendrix and Whitlock consider service the company\u2019s main business. \u201cWe\u2019re in this business because of the service. Service is the driving engine for this industry, and that\u2019s why we\u2019ve put all the resources that we can into continually upgrading and extending ourselves to provide more from the service standpoint for our customers. We want to become as much of a consultant with them as we can.\u201d \u201cService techs see your customers the most and communicate with them the most,\u201d said Hendrix. \u201cThey\u2019re almost like our customer service representatives. [Customers] know they can count on them, and that\u2019s important.\u201d Providing that kind of service requires extra attention to the company\u2019s bottom line. \u201cOur biggest challenge is getting that balance between providing premium service and maintaining profitability. We seem to handle that very well,\u201d said Whitlock. He noted that production print customers are more demanding in their service expectations. Hendrix said it is a struggle to stay relevant and make a profit when the market cost per copy (CPC) continues to go down. \u201cThe manufacturers are coming out with machines that operate at a lower CPC, but it\u2019s also been our experience that the direct operations continue to drop those CPC prices in the field,\u201d said Hendrix. \u201cThat\u2019s the reason I give Jeff a lot of credit. You have to look at parts more closely. You have to look at truck inventory more closely. You have to look at the rolling stock of drums and toner more closely, ordering more often but ordering less so that you\u2019re not tying up too much cash on the shelf. You can\u2019t afford to do that anymore.\u201d He added that they\u2019ve closed some large service deals where their bid was actually higher than the closest competition because the customer saw the value-add. \u201cWe work real hard to make sure the customer understands our value-add proposition,\u201d said Hendrix. Both Hendrix and Whitlock agree that a positive company culture makes a difference with the quality of service. \u201cIt\u2019s more of a familytype atmosphere, which leads to better employee morale,\u201d said Whitlock. Service techs are also empowered to make their own decisions in the best interest of the customer. \u201cIf an employee feels like they\u2019re not valued and that their hands are tied, then they can\u2019t do their job properly. We appreciate our employees.\u201d \u201cSome of the strongest and best attributes as a company that we have come directly from our employees. I would like to say it was all me, but it was almost none me,\u201d said Hendrix. \u201cThat\u2019s what I give Jeff a lot of credit for. When he sees a service employee or any employee in his department that has shown the ability to make good solid decisions, then he gives them the room to make more of those decisions.\u201d Measuring for Better, Profitable Service The desire to better serve customers while remaining profitable was a key reason Hendrix Business Systems implemented BEI. \u201cWe specifically needed help with increasing our FCE (first-call efficiency) and getting our parts usage under control. Our incompletes and our callbacks were through the roof. Our parts spend was astronomical before we started with BEI,\u201d said Whitlock. BEI has met those expectations, and as a result the company has met its goal of higher customer satisfaction and surpassed its profitability goal. \u201cIn these days […]<\/p>\n","protected":false},"author":115,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2195],"tags":[],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/22333"}],"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\/115"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=22333"}],"version-history":[{"count":13,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/22333\/revisions"}],"predecessor-version":[{"id":22353,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/22333\/revisions\/22353"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=22333"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=22333"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=22333"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"\"](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2017\/01\/Uptown-Charlotte-NC-Founders-Hall.jpg\")
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\nabout 3,500<\/li>\n<\/ul>\n\n