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Staples Business Advantage


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Staples Business Advantage

  1. 1. The Staples Difference
  2. 2. 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).
  3. 3. 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.
  4. 4. 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
  5. 5. Industry Overview 2009 Annual Sales Strongest in the Market Billions $USD 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.
  6. 6. NAD Sales Growth vs. Industry Staples NAD Sales in Millions of $ OfficeMax Contract Office Depot BSD Source: SPLS and competitor annual and quarterly financial reports. SPLS 2008 includes corporate express.
  7. 7. Market Segments NORTH AMERICAN DELIVERY International Retail Staples Business Delivery Quill Corporation 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.
  8. 8. The Staples Advantage Account Management Difference IMPLEMENT ANALYZE IMPROVE GOALS CREATE 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
  9. 9. E-Procurement Expertise 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 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 E-Commerce proficiency: 93% of Staples’ customers place orders via E-Commerce solutions
  10. 10. Discovery Implementation Process Design Deployment 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 Conduct training Familiarize end users with the program Establish date for 60-day follow-up meeting
  11. 11. 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 Consolidated billing
  12. 12. 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
  13. 13. Program Compliance Staples helps you maximize the benefits of your program by driving compliance. 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
  14. 14. 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.
  15. 15. 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
  16. 16. 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 Customer Service
  17. 17. 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
  18. 18. Customer Satisfaction 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
  19. 19. Staples Soul 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
  20. 20. Staples leverages its inventory and scope to allow customers to consolidate suppliers and save on administrative expenses. Print Solutions Technology Solutions Business Interiors by Staples Promotional Products Facility Solutions Staples Brand Products Integrated supply solutions yield product cost savings, service anddelivery improvements, superior program management and comprehensive reports Staples AdvantageYour One Source Solution