Providing an on-point, creative solution that increases a client’s return on technology investment and produces the Raving Results we constantly seek to deliver.

The Client: Mineral Springs School District

The Account Representative: Charlene O'Neal

If at first you don’t succeed, try again.

After losing the bid to Mineral Springs School District near Hot Springs last year, Lee Wheelington (and once she came on board in January, Charlene O’Neal), never lost contact with the school. They chronicled their challenges, documented their pain points so that when the school came up for bid again in 2019, Datamax would have a shot at winning the school over.

And that’s exactly what happened.

The Business Challenge

There were service response issues with the current vendor, something that Charlene could relate to from a previous position.

“I worked in HR and accounting for a manufacturing company in a previous job, and we had a lot of problems with our copiers. Sometimes it would take a couple of days before they got in. I’d literally be on the vendor website looking for a customer service number, and meanwhile the plant manager is asking me what the hold up is in getting a new employee’s paperwork done. When our copier didn’t work, it shut down progress.”

While Charlene related to the school’s issues, she was also very confident in explaining the Datamax service philosophy, sharing the metrics: “It’s the feeling of knowing you’re going to really be able to help that customer; you’re going to say what you’re going to do. I knew we would be able to service this customer in a way they’re not going to find anywhere else.”

The school district was also dealing with excessive printing issues, something that the PaperCut Solution addressed. This software solution was a much better fit for the school than the competitor’s, and was in many ways the difference in Datamax winning the bid. By Charlene's role as an avid listener, she uncovered the problems that PaperCut would indeed solve.

“Besides working under a tight budget, the school needed follow me printing and tracking for billing purposes. PaperCut was able to accomplish that,” Lee said.

The Thought Process

"There’s always a challenge in taking away somebody’s desktop printer. But we were able to centralize devices and create a more efficient environment for them,” Charlene said. “The bottom line is you’re saving money for the school district. And you’re also getting a device that scans, faxes, copies, makes booklets, staples, all these things that desktop didn’t do.”

“And having PaperCut, they’re able to find who is printing what, and ultimately saving money for the district...I think they ultimately went with us based on our reputation and our understanding of their environment – we listened to them and we ultimately offered the right solution."

The Prevailing Results

Moving forward, Charlene knows the school district wants someone who cares about the account, who will address concerns, be in close contact, and ultimately be held accountable every step of the way.

“I think they saw that in me,” Charlene said. “I grew up understanding that you exceed the customer’s expectation, and that’s been driven in me all my life. Do what we say we’re going to do. Make sure we’re responding in a timely fashion. Provide the right training. Make certain they know, we’ll be there.”