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: Westlake Chemical

The Account Representative: Keith Judy

The relationship between Westlake Chemical and Datamax is a long one, albeit one with many twists and turns. But throughout, East Texas Senior Account Manager Keith Judy and other team members never gave in, nurturing and maintaining a positive working relationship with the chemical company for 10 years.

Even when that means a last-minute, Datamax box truck road trip to Tennessee to pick up equipment.

The Business Challenge

“Their first purchase with us was in 2009 for 16 copiers and 32 desktop printers.  Beverly Russell was the primary rep at that time,” Keith said. “Over time we maintained a great working relationship with them and they added 4 additional copiers over the next few years.  When their lease was getting close to termination, a mandate from corporate insisted they go out for bid with an emphasis on Xerox because the home office used them."

Due to pressure from the home office and a price discrepancy, and although they were disappointed about moving away from Datamax, Westlake decided to give the bid to Xerox. 

“We worked with them closely to make the transition as easy as possible, all the while maintaining a good relationship with Westlake,” Keith said.

The Thought Process

During the Xerox lease, Gary Benton, a former customer of Keith’s from another company in town, joined Westlake. 

“By this time, Beverly left ETCS/Datamax and I became the primary rep for Westlake.  In speaking with Gary, it was obvious that Westlake was dissatisfied with the performance and the service they were receiving from Xerox,” he says.

When it came time to bid again, Gary was wanting to go back with ETCS/Datamax.  He was committed to a Canon solution, but he was forced to request RFP’s for the purchase.  Westlake Corporate got Canon USA involved and they responded with a quote that was so far below Datamax that Westlake Longview was forced to buy the equipment (22 copiers) from them. 

“However, Westlake was committed to having us service the equipment.  Working with Stephen Hampton, we came to an arrangement whereby Datamax would service the equipment.  So, they purchased the equipment from CUSA and we at Datamax took over the service contract for the equipment,“ Keith said.

Since installation, Westlake has been very pleased with the performance of the equipment and the service they have received from us at Datamax. Recently, they had a need for an additional wide-format printer to compliment the OCE’ PlotWave 300 they had purchased earlier from another supplier. And they needed it fast.

“Because they were familiar with us and experienced our great service, they called to see if we could help them.  I provided them a quote on the OCE’ PlotWave 345.”

With the help of Datamax leadership, the East Texas team found  the OCE equipment they needed… at a dealership in Tennessee. Michael Snow and Brian Wright drove up there over night, picked it up the next morning and drove immediately back, to have it ready for the Longview client in time.

“Although we were more expensive than another bidder, they chose us to provide the machine.  This was because of our close relationship with them in providing quick and accurate responses to their questions and concerns, and also because of our excellent service team,” Keith said.

The Prevailing Results

This moral of this story is simple: Continue to nurture those business relationships, even when you think you’ve lost a Raving Fan.

“All in all, this is a lesson to never burn a bridge. You never know what might happen in the future,” Keith said.