Commercial Printing Services

Industry:

Commercial Printing

Client’s Goal:

Commercial Printing Services (CPS) recognized that the commercial printing industry has significantly changed over the past 5 years. Many new low-cost online competitors have taken market share from this well-established company. The leadership team at CPS knew their strategy to win back market share was to offer what online competitors cannot, partnership customer experience. Ultimately, CPS’s goal was to improve operational efficiencies by streamlining operations, identifying customer pain points, and developing a plan to address those pain points. 

Our Solution:

First, we gathered employee input to better understand the challenges from their perspective. Then, in collaboration with CPS, we facilitated a series of workshops where a cross-functional team could map an end-to-end customer experience. The team worked to develop a plan to address pain points, introduce technology, and a training plan to upskill team members. Lastly, CPS co-created a competitive strategy focused on providing a superior high-touch customer experience.