Why Staples Advantage?
Staples offers distinct advantages that consistently deliver more value to your company's business.
Account Management: Count on a dedicated, local Account Manager to provide you with a single point of contact and proactive support for your strategic business objectives.
E-Procurement Expertise: Streamline ordering and enhance compliance via our proprietary B2B Web site and expertise at third-party platform integrations.
One Source Solution: Running your organization is “EASY” when you purchase your office supplies, technology, furniture, facility, print and promotional product needs from one trusted and cost-effective source.
Delivery Excellence: Experience accurate and FREE next-business-day delivery through our best-in-class fulfillment network.
Customer Service: Keeping your end users satisfied and productive is our highest priority. They’ll enjoy expert and responsive service through our call center network, recognized by J.D. Power and Associates for 7 consecutive years (2004 – 2010).
Distinct Advantages (Continued)
Retail Store Network: You’ll have a convenient same-day purchasing solution through our 1,500 U.S. retail stores.
Staples® brand Products: Achieve exceptional savings through our more than 2,000 high-quality and exclusive Staples® brand products.
Financial Strength: Benefit from the strength and stability of the industry’s financial leader. By constantly investing and reinvesting in our business, our customers experience the very best in technology and service.
Global Reach: With coverage across 37 countries and 5 continents, you can expect consistent value and quality for all your locations worldwide.
Staples Soul: We share and complement your company’s core values. Our environmental and diversity supplier solutions help you to meet and/or exceed your corporate responsibility goals and initiatives.
Our People: From our account managers and Customer Service Reps to our delivery drivers and warehouse associates, we hire only the best and hold them responsible for delivering incomparable results for our customers.
Staples Company Overview
World’s leading office products company, committed to making it easy for customers to purchase products and services for one trusted source
Pioneers of the office superstore concept, over 24 years of incredible growth
Serving customers in 37 countries on 5 continentsthroughout North and South America, Europe,Asia, and Australia
More than 2200 stores worldwide
91,000+ associates worldwide
#101 on Fortune 500 list (April 2010)
Publicly traded on NASDAQ - SPLS, listed on S&P 500
Staples Advantage Call Centers have been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience”, six years in a row (2004 – 2009)*For J.D. Power and Associates 2009 Certified Call Center ProgramSM information, visit www.jdpower.com
2009 Annual Sales
Strongest in the Market
Staples Inc. is larger than Office Depot and OfficeMax combined.
Our best-in-class financial position allows us to continually invest in our delivery business.
Number of North American Retail Stores
Strongest Retail Presence
Staples has more North American (U.S and Canada) retail locations than anyone else in the industry, and new stores are opened every year.
Staples Advantage customers can make same-day emergency purchases at any of our 1550+ U.S. locations – all at discount pricing.
NAD Sales Growth vs. Industry
Sales in Millions of $
Office Depot BSD
Source: SPLS and competitor annual and quarterly financial reports. SPLS 2008 includes corporate express.
NORTH AMERICAN DELIVERY
Staples Business Delivery
North American Delivery is the fastest growing division within Staples
We leverage our entire structure to service our Staples Advantage customers
People know us for our stores, but our world-class delivery business is now as large as our retail business.
The Staples Advantage Account Management Difference
Set partnership objectives and savings goal with you
Create a custom procurement program to maximize the savings goals
Follow our proven implementation process for strong compliance to your new program
Monitor your progress towards the goals through our regular business review process
Proactively identify new savings opportunities for you
Staples can customize an e-procurement solution that will help you control your costs, streamline ordering, increase program compliance and save users’ time.
End users can order through either our award-winning StaplesLink.com web site, or via punch-out technology from Ariba, SAP, Oracle, or other third-party providers
Our expertise in third-party solutions ensures easy integration with your existing platform
4+ million Staples users submit orders online. Staples is the world’s second largest E-Retailer, behind Amazon.com
E-Commerce proficiency: 93% of Staples’ customers place orders via E-Commerce solutions
Define goals and objectives – craft the timeline and plan
Identify cost saving opportunities
Analyze purchasing practices
Gather data on users, ship-tos, invoicing and delivery requirements
Define reporting requirements
Define performance metrics
Develop contract product and pricing list
Implement online ordering site / third-party platform integration
Create end user communications strategy
Conduct EDI, connectivity and invoice testing before go live
Implement retail program for same-day purchasing needs (as needed)
Issue program communications to end users
Distribute “Welcome Kits”
Register users via e-mail registration forms
Familiarize end users with the program
Establish date for 60-day follow-up meeting
Program Management Overview
Staples’ dedicated Account Managers
work relentlessly on your behalf to
deliver serious, measurable program
savings year after year.
Account Managers’ tools and expertise:
Regular business reviews
Management and product-usage reports
End-user compliance programs
The Business Review
Provides an opportunity to monitor your programs’ progress
on a regular basis, providing you actionable information to
best manage your procurement objectives.
Customized program performance metrics, such as spend analysis and ordering methods
Monitor progress on key objectives, such as:
Opportunities for cost reduction and savings
Program compliance to improve efficiency
Recycled/diversity products spend
Learn about new products and services to add value to your Staples program
Staples helps you maximize the
benefits of your program by
Staples Advantage can:
Monitor and modify end user purchasing behavior
Organize onsite productivity fairs delivered by Staples and/or our suppliers
Conduct compliance campaigns with our professionally trained tele-services representatives
Show you how to leverage our vast retail network for same-day purchasing needs
Supply Chain Strategy
Achieve higher levels of delivery accuracy and next-day service through our
cost efficient network
A national network of 16 strategically located fulfillment centers serving our Staples Advantage customers.
Inventory when you need it; a fill rate consistently greater than 97%
Next-business-day coverage to more than 96% of the population in the continental U.S.
On-time delivery at the lowest total delivered cost!
Staples fleet of delivery trucks works seamlessly with partners like UPS to ensure on-time delivery at the lowest total operating cost.
We continually improve our systems, increasing efficiencies and cost
savings that benefit you.
Staples In-Store Advantage
When you can’t wait for next-day delivery, take advantage of
Staples 1550+ U.S. retail stores.
Help drive program compliance and reduce maverick spending
Emergency and same-day purchases
Copy and Print Centers
UPS Packing and Shipping
Use your procurement or Staples convenience cards and get your negotiated contract or retail price, whichever is lower.
Fast authorization and Level III reporting for convenience card transactions
Regular Customer Appreciation Days for end-user personal purchases
Staples is committed to providing our contract customers
the absolute best in customer service.
Four North American call center locations provide a centralized customer service experience
Highly trained Customer Service Representatives (CSRs) manage a variety of inquires, including StaplesLink and product solutions
‘One and Done Program’ gives our CSRs the power to resolve your issues on the first phone call
Proactive customer contact, such as:
Back orders, delays and special order availability
Collaboration with Staples Account Management to monitor program compliance
J.D. Power and Associates
Staples Advantage Call Centers have been recognized by
J.D. Power and Associates for providing “An Outstanding
Customer Service Experience”, seven years in a row (2004 – 2010).
Staples Advantage Customer Service Centers passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities and quality-assurance capabilities.
*For J.D. Power and Associates 2010 Certified Call Center ProgramSM information, visit www.jdpower.com
Customer Satisfaction is Staples’ highest priority.
We continuously track our performance by conducting online, end-user surveys. Every packing slip on orders over $50 extends an invitation to participate.
Examples of the metrics we track are:
Helpfulness of delivery driver
Expected vs. actual delivery date
Quality of the productimages online
Problem resolutionelapsed time
A holistic approach to business that recognizes the close connection between our financial success and our desire to have a positive impact on our associates, communities, and the planet by practicing good corporate citizenship.
Environment: Operate our business to sustain natural resources and make it easy for our customers to make a difference
Diversity: Support diversity suppliers and embrace diversity within our workforce
Community: Give back to the communities where our customers and associates live and work
Ethics: Act with integrity in everything we do
Staples leverages its inventory and scope to allow customers to consolidate suppliers and save on administrative expenses.
Business Interiors by Staples
Staples Brand Products
Integrated supply solutions yield product cost savings, service anddelivery improvements, superior program management and comprehensive reports
Staples AdvantageYour One Source Solution