Blog

01 Mar

Congratulations to Our Survey Drawing Winners!

Thanks to all who participated in our 2013 Customer Satisfaction Survey. Your feedback is invaluable to us as we strive to be your preferred supplier. Congratulations to the winners of our participant drawing:
Ron Spencer, North Rapids TV Service, Sparta, MI — $100 gift card
Ron Wright, ABC Office Machines, Grants Pass, OR — $50 gift card
Mike Jordan, Franks Appliance, Milford, MA — $25 gift card 
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07 Feb

Encompass Selected to be Authorized Service Provider and Reseller for Konica Minolta

Lawrenceville, Ga., February 7, 2013 – Encompass Supply Chain Solutions, Inc., a leading provider of forward and reverse logistics for a diverse range of electronics products and replacement parts, today announced it has finalized an agreement with Konica Minolta Business Solutions U.S.A., Inc. to provide in-warranty laser printer repair services and distribute original replacement parts, supplies, printers and multi-function systems.

Under the agreement, Encompass will serve as an Authorized Konica Minolta Printer Service Facility, as well as an Authorized Reseller. Konica Minolta is a leader in advanced document management technologies, application solutions and IT services from the desktop to the print shop. Encompass supplies replacement parts for top imaging brands, such as HP, Lexmark, Epson and OKI, and provides high-tech repair services for a host of imaging and consumer electronics products.

“Encompass is pleased to have the opportunity to support Konica Minolta and their end users by leveraging both our service repair and distribution expertise and resources,” said Robert Coolidge, president and CEO of Encompass Supply Chain Solutions. “We have the unique capability to provide end-to-end solutions from a single source to our clients, which improves service to their customers, streamlines their vendor management and strengthens their brand in the market.”

Encompass will supply parts and products and perform repair services for Konica Minolta from its headquarters facility in Lawrenceville, Ga. outside Atlanta.

About Konica Minolta

Konica Minolta Business Solutions U.S.A., Inc. is a leader in advanced document management technologies and Managed IT Services for the desktop to the print shop. For the fifth consecutive year, Konica Minolta was recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys. BLI has named Konica Minolta 2012 “Document Imaging Solutions Line of the Year” and “A3 MFP Line of the Year” award winner for the company’s solution portfolio and award-winning line of bizhub Multifunctional Products. For more information, please visit CountOnKonicaMinolta.com and follow Konica Minolta on Facebook (@Konica Minolta Business Solutions U.S.A), YouTube (@KonicaMinoltaUS), and Twitter (@KonicaMinoltaUS).

About Encompass Supply Chain Solutions, Inc.

Encompass is a market leader in forward and reverse supply chain management and high-tech repair services for a diverse and expanding range of consumer electronics, computer, major appliance and imaging products. Encompass, through its business units Encompass Parts Distribution and Encompass Service Solutions, provides end-to-end solutions for OEMs, retailers, independent dealers and third-party administrators.

Encompass manages all stages of the product lifecycle, including finished goods and replacement parts logistics, board repair and product refurbishment services, returns management, asset value recovery and eco-friendly disposal. For more information, please visit encompass.com and follow us on Facebook.

Kristin Hurst

Director of Marketing

Ph: 954.474.0325

khurst@encompass.com

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31 Jan

Customer Loyalty and the Ultimate Question

Net Promoter® score (NPS) has been championed by many Fortune 500 companies as a surefire way to predict whether a business is likely to grow or contract based on an “ultimate question” posed to customers: Would you recommend this company to a friend?

Robert Coolidge President & CEO

Robert Coolidge
       President & CEO

Based on their answer, customers are categorized as “detractors” or people likely to harm the company’s reputation and defect to a competitor; “passives” who are generally positive about the company; and “promoters” who are extremely satisfied and can drive the company’s growth. A company’s Net Promoter score is calculated by subtracting the number of detractors from the number of promoters.

Depending on whom you ask, NPS is either the single best metric of customer loyalty and business growth potential or way too simplistic to be more meaningful than any other similar measurement. Regardless of its actual predictive capabilities, the overarching concept behind NPS remains sound – measuring how well a company is serving its customers and earning loyalty.
In the past, distributors were measured strictly on pricing and availability of their offerings. Now we are much more involved in the customer experience throughout the supply chain. For example, servicer networks of extended warranty companies are measured on how well they support consumer end users. As a parts distributor to these networks, Encompass is directly responsible for ensuring their success (and ultimately the companies or clients they work for) by getting them the components they need to quickly respond and make a field repair.
With customers at a premium, retention is a key factor for success. If you are unable to maintain customer loyalty, especially in a declining economy, you’re in big trouble.  At Encompass, we don’t compete on price – we compete on value. We are singularly focused on improving our value to customers through a variety of means, from making technology enhancements that streamline
parts ordering and account management to continually adding new manufacturer brands in multiple product categories. We consider ourselves an extension of our business partners. We want them to be successful, and we do what we can to provide support throughout the supply chain to make it happen.  This holds true for the manufacturers we represent all the way to the dealer who is buying the parts.  We like to call it “building brand equity.”
Encompass recently distributed our 2013 Customer Satisfaction Survey and urge you to participate. Your feedback is critical to us because we can’t make changes if we’re not aware of the issues.
Input we’ve gathered from previous surveys has led us to enhance our website, change packaging procedures, extend our call center hours and more.
If your business is not already surveying your customers by some means, now is the time. Keeping tabs on the customer experience is vital to the ongoing health of your business and should help give you insight into the answer to the ultimate question as it relates to your organization.
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25 Jan

2013 Customer Service Survey — Tell Us How We’re Doing and Win!

Encompass is committed to ensuring the satisfaction of our customers. Please help us meet your needs by completing a brief satisfaction survey. Participants will have the chance to win one of three gift cards for $100, $50 and $25. Click here to start the survey; deadline for completion is February 22, 2013.
We appreciate your help as Encompass continues working to be your preferred supplier!
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10 Jan

NASC Drawing Winner

Eric Sanderman, Encompass Sales (at left) and Jim Scarff,
Vice President of Customer Service at the Encompass booth
at NASC 2013 in Miami.

Encompass enjoyed attending the 2013 National Appliance Service Convention in Miami this week! Special congrats to John Iemma of Bay State School of Technology for winning our prize drawing.

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