Streamlining the ProcessOnboarding Solution Warehouse Stationery

Case Study

Warehouse Stationery and BizRewards: Streamlining the onboarding process

In 1995, Warehouse Stationery had just eight outlets. Now its reach has grown to 69 stores nationwide, stretching all the way from Kerikeri to Invercargill, and an online store with access to over 20,000 products

The Warehouse Stationery range includes not only office and school supplies but fashion stationery, technology, furniture, arts and crafts, ink and toner and an expanding list of print and copy services. A rewarding experience

Warehouse Stationery has offered business customer loyalty programme ‘BizRewards’ since 2012. From small owner-operators to large corporations, every purchase generates points which Members accumulate and redeem for a range of rewards including merchandise and gift vouchers from any of The

Warehouse Group stores.

Businesses on the programme can also apply for an optional credit account, giving them access to a line of credit, up to 50 interest-free days to pay and convenient monthly statements. The application influx

Every week, Warehouse Stationery can expect hundreds of BizRewards membership applications made either in-store or via the website. Many also request a credit account which requires additional processing.

In-store applications are completed on paper forms, by hand. These are scanned and forwarded to the BizRewards administrative team in PDF format. Previously the data on the PDF was entered into the BizRewards approval system manually, where it went to a queue for review, validation and ultimately, approval. If something was missing from the form a staff member had to follow up to

gather the missing information, but there was no way to report on how often this occurred or the main causes of missing data.

A paper-based onboarding process, relying heavily on manual data entry and handling, resulted in high processing costs and a less than optimal application processing time. And of course, at times of particularly high demand, the resulting bottleneck meant even slower approval times and extra staff required to manage the process.

The company did not rate over 48 hours to complete an application as an acceptable average. Transitioning to more efficient onboarding

Warehouse Stationery was keen to speed up and streamline the whole process for its BizRewards customers.

They approached the consulting division of Fuji Xerox New Zealand to help create a more

“Fuji Xerox has successfully developed a smooth-flowing approval system that has dramatically improved the speed of onboarding new BizRewards customers. By cutting down the application turnaround time down from 48 hours to just a few hours, Warehouse Stationery’s business customers can join more quickly and easily, leaving them free to focus to running their own business.”

Nathalie Moolenschot, Marketing Manager for The Warehouse Group

Case Study Warehouse Stationery Onboarding Solution

efficient process, featuring smooth data-entry, and a managed application workflow, including information review, approval and exception handling. All with a high level of quality and faster processing times that could be scalable. Delivering a more rewarding process

Fuji Xerox provided a solution that delivered substantial improvements to BizRewards onboarding.

Now, the application forms are scanned in-store and are emailed to a single Fuji Xerox email address. The Fuji Xerox Business Process Outsource (BPO) Service extracts application details from each PDF and captures the metadata required for subsequent document storage.

If an application form is incomplete (e.g. missing mandatory fields), the form is marked as an exception and is automatically routed to the BizRewards administrator for follow up and resubmission. They can now report on exactly what caused the exception and focus efforts on reducing them.

Correctly filled application forms have their data extracted to an XML file. This is automatically generated at 5am each day for the Fuji Xerox BizRewards Support Team to review. The XML for corresponding applications are

released to the BizRewards Team by 9am each weekday, so they can upload it to their review and approval system.

All processed application forms are available by 9am weekdays online via Fuji Xerox dynamic portal, FuturePic. Images are available for review and easy retrieval by the BizRewards Administrative Team at any time.

Each store has a target for new applications, so this ability to capture and report on accepted and rejected applications gives the BizRewards team access to valuable performance metrics that were previously unavailable or manually calculated, which was a time-consuming process. Faster onboarding for happier customers

Manual data entry is a thing of the past for the BizRewards Team, and the speed of the data capture process has increased dramatically. This frees up resources in the BizRewards Administration Team and lets them focus on other tasks. The digital storage of applications adds the benefits of security and tracking.

The consistency of the process makes managing the queue of applications simpler and faster. It also has a low impact on BizRewards existing IT infrastructure, regardless of the volume of applications for

membership or credit accounts.

By removing so many manual processes, the turnaround time for application approvals has more than halved. Additionally, the new process reduced BizRewards overheads across printing, data entry, and phone calls.

With the dramatically improved, smooth-flowing approval system, Warehouse Stationery’s business customers can now join BizRewards more quickly and easily, allowing them to focus on running their own business.

Nathalie Moolenschot, Marketing Manager for The Warehouse Group is delighted with the streamlined process. “Fuji Xerox has successfully developed a smooth-flowing approval system that has dramatically improved the speed of onboarding new BizRewards customers. By cutting down the application turnaround time down from 48 hours to just a few hours, Warehouse Stationery’s business customers can join more quickly and easily, leaving them free to focus to running their own business.”

Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in Japan and/or other countries and are used under license.

June 2017

About Fuji Xerox New Zealand

Fuji Xerox delivers market leading document services and print solutions to the New Zealand market place. Our core philosophy is to be ‘strong’, ‘kind’ and ‘interesting’; a ‘strong’ company that delivers excellent products and services that satisfy customers, and is able to reward its shareholders continuously; a ‘kind’ company that contributes to local and global communities with a particular focus around young people; and an ‘interesting’ company at which employees find their life and work fulfilling. We aim to be a company with a good balance of all three attributes. Visit us at www.fujixerox.co.nz

For more information about our business process outsourcing services, visit us at www.fujixerox.co.nz/bpo

Fuji Xerox New Zealand Ltd79 Carlton Gore Road, Newmarket, Auckland 10230800 4 XEROX (0800 493 769)www.fujixerox.co.nz

At a glance Organisation: Warehouse Stationery Industry sector: Retail Business requirement: Speed up and streamline the whole onboarding process for its BizRewards customers.

Business Process Outsourcing Services Provided: • Application forms are scanned

in-store and are emailed to a single Fuji Xerox email address.

• Fuji Xerox Business Process Outsource (BPO) Service extracts application details from each PDF and captures the metadata required for subsequent document storage.

• Exception handling for incomplete application forms.

• XML for corresponding applications are released to the BizRewards Team by 9am each weekday for review and approval.

• Store all forms on a digital asset management portal for BizRewards Administrative team to review and retrieve.

Outcomes:• Provided a solution that

delivered substantial improvements to BizRewards onboarding.

• Reduced turnaround from 48 hours to a few hours.

• Storage of application forms digitally and on the cloud adds the benefits of security and tracking.

• Low impact on BizRewards existing IT infrastructure, regardless of the volume of applications for membership or credit accounts.

About Fuji Xerox Global Services

Since its inception in 2007, Fuji Xerox Global Services has maintained its market leader position in document management and consulting services globally. At Fuji Xerox Global Services, we help our customers re-engineer their document management processes, ensure seamless integration into their current IT infrastructure, transform document intensive processes and customer communications to achieve operational excellence, costs efficacies and sustainable growth. As your business partner, your success is our success.

For more information, please email fxgs.marketing@fujixerox.com or visit us at www.fujixerox.com/eng/solution/globalservices/

Founded in 1962, Fuji Xerox Co., Ltd. is a leading company in the Document Services & Communications field, offering solutions and services to help customers resolve their business challenges. Fuji Xerox is a 75-25 joint venture between FUJIFILM Holdings Corporation and Xerox Corporation, and its direct sales force covers Japan and the Asia-Pacific region including China. We employ approximately 47,000 people globally, with more than 80 domestic and overseas affiliates / sales subsidiaries.