Presentation to NWPCSS

1. Presentation to NWPCSS October 2nd Delivered by Mike Low

2. Agenda • Spend Figures 2012/13 • Survey results • Marketing strategy, Performance, Results • Review of MPP Account management Approach and Results • Forecasted Purchasing profiles vs. Final Purchasing profiles • Account Management performance: Queries, resolution and communication (CRM out put) • Sustainability performance and highlights

3. Education Spend 2012/13 Spend = £17,123,212

4. Survey Results NWPCSS

5. Marketing Strategy, Performance and Results • Current Marketing Plan • Flyers that have been communicated – distributed

6. Survey Results OD

7. Survey Results OD

8. MPP Account Management Approach • E-proc – the majority of end user are now online. • Compliance – Frameworks for Bulk paper and individual universities going out to tender for Ink and Toner, limit the one stop shop approach through this agreement, largely due to OD not being successful in being successful in this bids. . • Weekly Delivery – Multiple end users, not all on one campus. • Payment in 10 days – Credit card transaction no problem, however, invoicing customers still take 30 days and in some exceptions end user budget holders delay payments by up to 60 days…

9. MPP Results 2012/13

10. Forecasted Purchasing Profiles vs. Final Purchasing profiles • Tender • Regents University - • Spend with previous supplier = £60,000 • Spend with OD = £25,000 • Based on new pricing and restricted shopping basket.

11. Account Management Performance (queries, resolutions and communication • Since last review, we reviewed internal process, so we have now put in place the following process to assist the universities with day to day queries. • We have also had a restructure internally with Account Management structure • In addition Office Depot use a system could Salesforce.com which allows the area manager to see when the account manager is next in to see a customer and what they discussed. • Demo Salesforce.com

12. Account Management Structure

13. Customer Services Placing Order’s On-line Set Ups Sold to creations Ad hoc pricing [large value one offs] Sourcing of out of catalogue products ( Specials / CP Codes ) Product queries Delivery queries Managing E-mailHelpdesk Order Tracking Raising Credits and Debits Raising Returns Backorders E-commerce Technical Support Only Account Management Performance queries, resolutions and communication Key Account Manager • Site Visits • Contract Management • Network Management • Review Meetings • Rebates • On-line Training • On-line bulletin boards • Promotions • One off pricing [projects] and core additions • User Guide • Age Debt • Custom Catalogues • Credit authorisation • Opportunities & Pipeline • Switch Initiatives • Savings Programmes • Retained Products • Cost avoidance • Compliance

14. External Escalation Process If no response from Customer services in 24 hours – Escalate

15. 36 Hour Internal Escalation Process If no response from KAM in 24 hours escalate to H.O.S Escalate if Necessary

16. Sustainability Performance and Highlights • Office Depot Provide the following elements within the office Depot catalogue: Forest Stewardship Council Certified products PEFC - The Programme for the Endorsement of Forest certification schemes • Go Symbol - We only show this symbol where we can demonstrate an independently verified green product claim, so you can be sure you are buying greener

17. Sustainability Performance and Highlights • Switch and Save green tool – Peter Norwood

18. Thank you