Case Studies
Vendor Partnering Leads to Satisfied Clients for MicroTek Global Learning Solutions
Situation
MicroTek is a global provider of on-demand business learning solutions for project implementation, classroom delivery, virtual training, and meeting needs. They provide assistance with printing and distribution of training materials to their Fortune 1000 clients.
Initially, MicroTek used a print vendor they had done business with in the past. But they soon came to realize that they needed more than simply ink on paper. MicroTek’s customers asked for flexible and creative solutions for their rapidly changing needs. But their vendor was static and unyielding, unable to provide quick turnaround or accommodate unique client requests. It was clear that MicroTek risked the loss of their valuable clients’ business if they continued to use the supplier.
Approach
MicroTek turned to specialists in training material fulfillment, Zebra Print Solutions. After meeting with MicroTek, Zebra created a tailored solution for automating the training material printing and distribution process. The goal of automation was to provide greater flexibility for MicroTek customers and the ability to meet late requests with accuracy and speed. As a partner, rather than vendor, Zebra was able to help MicroTek solve their customer problems, ensuring a higher level of satisfaction and repeat orders.
Results
The impact of the partnership between Zebra Print Solutions and MicroTek has been an overall improved quality of service, with an increase in delivery quality of over 7%—well above Six Sigma levels. MicroTek’s customers have gained back confidence in services provided, which has led to superior customer retention as well as higher close rates for new deals.
Insight
This case study illustrates the true return on investment that comes from working with Zebra Print Solutions. Their partnership approach to solving business problems results in win-win solutions. MicroTek may have been looking for a print fulfillment company but, instead, found a partner that shared the same values and enhanced MicroTek’s position with important clients.
“Partnering with Zebra was the right decision for MicroTek and our customers. They care about our business success and have brought a high quality of customer care and attention to detail to the process. We now have conversations around business strategy and ways we can work better as partners versus conversations related to basic print operations.“
- Daniel O’Brien, VP Managed Learning Services