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Mar 1, 2010 12:00 AM

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How do you measure success?

Market share is our measure of success. If we are helping our merchant and printer customers increase their share of the market, we know our team is successful. In addition, we conduct quarterly surveys of our customers that we use to benchmark our responsiveness, service and performance.

How closely do you work with MeadWestvaco managers in other departments?

I am fully involved in managing all aspects of the commercial printing business. As part of the lead team, I work closely with our sales managers, marketing, supply chain and finance teams, and with the business unit general manager. We are constantly working to identify ways we can get an edge in the market by delivering a unique value proposition to our customers.

What's your average daily, weekly and monthly call volume?

The team handles an average of 200 calls per day, 1,000 per week and approximately 5,000 each month. These are inbound calls, but we also proactively make outbound calls to our customers to follow up on new opportunities, provide status updates on open orders, and build/maintain relationships.

What's the most common customer request?

Due to the down economy, printers hold less inventory and have less cash, so they're looking for rapid response solutions and updates on product availability. This information enables them to conduct a profitable business. The common calls to the inside sales team are from customers asking for availability of product and turnaround time for specialty and/or custom print jobs. Price quotations also are a frequent customer inquiry.

What type of product and service information do you provide customers with?

The marketing support material for the commercial printing business includes detailed information on how our products enable customers to produce higher quality printed collateral. We provide detailed information on product capabilities, specifications as well as testimonials from regular users. These are sent on a bimonthly to quarterly basis to keep our customers informed about new products and service offerings. The inside sales team will take the themes from the materials and proactively contact customers to ensure they are fully aware of the benefits for their business or for their customers.

Take us through the sales process/customer order and fulfillment.

On special-size jobs, we start at price quotation and availability/turnaround time. This information is vital to our customers in securing business. After an order is placed and inserted into our system, we contact our distribution center to ensure that the order is executed properly and on time. We then follow the order through to delivery by working with our distribution and logistics team. MWV has technical service representatives located throughout the regions where we do business. These seasoned professionals have years of extensive experience and are trained to identify and help rectify any technical issues that might arise within printing or filling processes. Ensuring customer success is part of the value of doing business with MWV.

What's new with MWV's online offerings?

We're in the process of launching a full range of e-business solutions that will expedite customer responses and streamline the inquiry and ordering process. These offerings are designed to improve our merchant partners' ability to respond to their customers. In addition, our new MWV commercial printing microsite will enable printers to easily access information about our products.


Suzi Richardson is MeadWestvaco Corp.'s (MWV) newest manager of inside sales and operations. Prior to joining MWV in September 2009, she spent 17 years as a manager of operations and senior buyer for a nationwide retail company.

Two to Tango

MeadWestvaco Corp.'s Tango Advantage products include a complete range of coated one side (C1S) and coated two side (C2S) grades that are supported by customized service programs and quick turnaround capabilities. The full line of Tango Advantage Coated Covers provide solutions for applications including brochures, point-of-purchase displays, direct mailers, greeting cards, calendars, book and magazine covers, and lottery tickets. With 20,000 employees worldwide, MWV operates in 30 countries and serves customers in more than 100 nations. MWV manages all of its forestlands in accordance with internationally recognized forest certification standards.