THE PERFECTBUSINESS IDEA?How the iGen3 made one company’s dream a reality

LITTLE WONDERWhy the new DocuColor 250punches above its weight

FREEFLOW 4.0Better, quicker, easier: thelowdown on the upgrade

ESSENTIAL GUIDEXerox Customer Serviceoptions at a glance

CUT COSTS… ANDBOOST YOUR BRANDTransform your business withXerox Creative Services

XEROXMAGAZINENOVEMBER 2005

1441_UK_NGA_cover 18/10/05 9:18 am Page 1

...to the new-look Xerox Magazine – 28 pages

of information, inspiration and innovation to help

you advance your digital business. Whether you’re

looking to market your Xerox capability to potential

clients or optimise your output, this magazine is

essential reading.

The features are divided into three sections: ‘Information’

brings you all the latest Xerox and industry news.

‘Inspiration’ features real-life stories and case studies from

the sharp end of the digital print business. ‘Innovation’

offers troubleshooting, ideas and expert opinions.

On its most basic level, technology is about making our

lives easier. Where businesses are concerned, this means

improving efficiency and streamlining operations to save

time and money – a challenge the FreeFlow Digital Workflow

Collection (page 20) aims to meet.

And what could be more inspiring than the story of a digital

printer creating and conquering a whole new market, armed

only with an iGen3 and a great idea? Find it on page 16.

Let us know what you think of Xerox Magazine, and get in

touch if you’d like to feature in a future issue – we’re

always on the lookout for inspiring stories. Our email

address is magazine@xerox.com

I hope you enjoy your read.

InformationEverything you need to know

about digital printing

STOP PRESS

Your essential briefing: news,

developments, dates and ideas

HOW TO ORGANISE YOUR

WORKFLOW… THE EASY WAY

Cutting downtime, managing

workflow: the new FreeFlow 4.0

POSTBOX

Write to us with your questions,

views and comments – and our

experts will answer

A QUICK GUIDE TO

XEROX CUSTOMER SERVICE

From online troubleshooting to

experts in-office: how to get the

best from your Xerox service

04

20

23

26

04

WELCOME

Anthony Hyde

Editor-in-Chief

1441_UK_GA_p2-3_conts 24/10/05 11:20 am Page 2

InspirationPlenty of bright ideas for

improving your business

THE ULTIMATE

IN ADAPTABILITY

Can one company propose new

print solutions for two very

different print centres?

HOW TO DO YOUR OWN PR

PR guru Penny Hinton on easy

ways digital print businesses

can boost their image

“THE RIGHT EQUIPMENT...

AND ONE BRIGHT IDEA”

How one company harnessed

the power of the iGen3 to invent

and conquer a new market

InnovationReports from the cutting edge

of the digital printing industry

THE CREATIVES

Find out how streamlining your

creative process can save your

business time and money

INTRODUCING... THE NEW

DOCUCOLOR 250

This little dynamo scans, prints

and copies in high-quality

colour – without taking up

much space at all

WHY IT’S EASY BEING GREEN

An environmental conscience

doesn’t have to be a luxury with

Xerox’s toner recycling system

10

14

25

IN THIS ISSUE…

07

16

14

25

XEROXMAGAZINE 03

For information aboutXerox Production productsor services featured in thismagazine, just visitwww.xerox.com/magazine

Mark Rushtonis a journalist with a special interest in the effect digitalprinting is havingon conventionalprinting

Susan Wright is the editor ofPrint & PaperMonthly, the UK’sleading monthlyprint magazine

Des King is afreelance journalistwho specialises inhow digitaltechnology impactsthe print andpackaging sector

Contributors

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STOPPRESS

The high-speed, continuous-feed Xerox 495

launches in Europe this autumn. It uses an

all-in-one imaging and development system to

ensure print speed is maintained for both sides

of the paper. It’s perfect for print producers who

need flexible technology: the Flash Fusing

technology allows a wider media choice, including

plastic, meaning it supports the widest application

range from just one machine. And that, ultimately,

reduces costs. Plus, it’s half the size of normal

duplex systems, freeing up extra space.

iGen3 users now have a

place to go for support and

to exchange hints and tips

with fellow users. Once

you’ve received your special

password, you’ll find the

iGen3 Knowledge Centre at

www.igen3userforum.com

WHAT’S NEW IN DIGITAL PRINT – FROM XEROX AND BEYOND

OF THE PARTS IN THE iGen3 CAN BE RECYCLED

STARS POP UP AT THE PIXI AWARDS

iGen3 IS NOW

ON THE WEB

97FAST & FLEXIBLE

%

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04 XEROXMAGAZINE

They came from all over the world for the 2005

Printing Innovation with Xerox Imaging (PIXI)

awards in Amsterdam. At the awards, Xerox

equipment users again demonstrated the incredibly

high quality of work being done using digital

applications. An independent panel of experts assessed over

100 entries in three different categories, looking at factors like

business effectiveness, innovation and use of digital technology.

In the Short Run Black and White category, Italpaghe Toscana

won first prize for their photographic calendar; the One-to-one

Marketing Communications award went to Baier Digital Druck

for the personalised golf books they produced for corporate

hospitality days; while Thieme Print4U of the Netherlands

collected the Short Run Colour award for their pop-up book

(pictured), part of a graduate project at the School of Graphic

Arts in Eindhoven.

1441_UK_both_p4-6_news 7/10/05 3:06 pm Page 4

With the 2005 World Superbike Championship

having drawn to a close, racing fans are already

looking forward to next year. Can James

Toseland and his Xerox Ducati reclaim

the title he won in 2004? We’ll just

have to wait and see. But, to tide

you over, you can learn more

about James and Xerox’s

sponsorship of Ducati at

www.xerox.com/magazine

When direct mail is printed in colour and includesthe customer’s name and customised content,response rates increase by more than 500 per cent

� The new FREEFLOW SCANNER 665E sets

the benchmark for high-quality scanning

for the DocuColor 7000/8000. It delivers near-

original image quality and production-level

power while keeping operator intervention

to a minimum to improve productivity.

� The 6204 MONOCHROME WIDE-FORMAT

PRINTER is a low-cost, compact and fully

upgradeable printer. It’s perfect for engineers,

architects and other professionals for whom

wide-format documents are critical. It’s also

up to 25 per cent faster than its rivals.

� Finally, the EFI FIERY GRAPHIC ARTS

PREMIUM EDITION offers graphic arts

professionals a variety of powerful new tools.

Aimed at achieving razor-sharp results from

digital presses, the tools include the market’s

fastest and most powerful zoom feature for

accurate dot and pixel viewing. Learn more

about these and other products featured on

these pages at www.xerox.com/magazine

THE GOODMADE EVENBETTERThe DocuSPversion 5.0 printcontroller forNuvera offersloads of greatnew features:automated binlimits, improvedjob recovery andscanning to thenetwork usingsecure FTP – justto name a few!

WHAT’S NEW?

XEROXMAGAZINE 05

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1441_UK_both_p4-6_news 7/10/05 3:06 pm Page 5

The

technologyevent for

the print and publishingindustries is on its way. Held inBirmingham, UK,from 4-11 April2006, IPEX aims toadvance conceptualthinking and launchnew solutions. As AnoushDowlatshahi-Gordon, director of ProductionBusiness for XeroxUK, says: “Allindicators suggestthat 2006 will beeven more dynamicthan previousshows.” Watch this space…

DID YOU KNOW…

Japan Information Systems (JAIS) recently ordered a staggering 24 iGen3machines for their facility in Osaka

Your questions answered

about the new in-line

coater for the iGen3.

How does it work?

When documents exit the

press, they are coated and

treated with UV light. This

gives them a glossy or matte

finish, improving the durability

and appearance of menus,

book covers and other items.

How will it help?

Because it’s in-line,

you can maintain a

digital workflow,

taking documents

through each stage

of the printing process.

Won’t it take longer?

No, the coater operates as

fast as the iGen3 itself –

110 A4 pages a minute.

Can I eat the doughnut

now? Afraid not. Sorry!

The 2005 Xerox Premier Partners congress was a meeting of Xerox customers and digital

press users. It’s used as a showcase and talking shop for the members, who were also

treated to several inspirational speakers. Among them were Victor Muller (pictured above

right), who is a prominent motivational speaker, as well as Penny Hinton (above left), a PR

specialist with the Lean Agency. She’s also written a piece for this magazine, which you can

find on page 13.

THE ICING ON THE CAKE

06 XEROXMAGAZINE

The recent Xerox Brand Colour campaign stretched across

15 different countries. It reached an incredible 85 million

people through magazines and newspapers and was

emblazoned on 1,600 taxis in France. The

autumn campaign rolls out soon,

and if you miss it, you’ll probably

be the only one!

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EXCITEMENTBUILDS IN THERUN-UP TO IPEX

A MEETING OF MINDS

Speakers at thecongress includedPenny Hinton andVictor Muller

1441_UK_both_p4-6_news 19/9/05 2:21 pm Page 6

The

ultimate inadaptability

One of the Netherlands’ largest

hospitals produces around 40,000

personalised pages a day and is

in the process of bringing most of its

printing in-house.

Hundreds of miles away, an insurance

company in the UK produces 20,000

documents a day, all of which need to

be unalterable and completely secure.

They may be different businesses

with different needs, but they do have

something in common: they’re both

juggling heavy workloads at high speed

while keeping future expansion in mind.

So, when they decided their print

departments were due for a refresh, they

were thinking about more than just new

machines. They also needed a company

who could adapt to their requirements

and come up with a tailored solution.

This is what happened. >

Words: Cristina Vargas

The digital print world moves at high speed, so flexibility isvital. Can Xerox meet the varied needs of two growing, butvery different, print centres? We put it to the test

1441_UK_both_p7-9_nuvera 20/9/05 11:00 am Page 25

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08 XEROXMAGAZINE

Unveiled at Print 05 in Chicago, USA, the Nuvera 144 Digital

Production System can handle a wide variety of media types

and is perfectly suited to both publishing on-demand and

medium-duty print environments. Plus, this new addition to

the Nuvera family prints at up to 144 pages a minute.

Newsflash...Newsflash...

CASE STUDY NO 1:THE MULTI-TASKERS

When your hospital has 1,000 beds across

five buildings, you’ve got plenty to think

about: maintenance, administration and,

of course, your patients. For Isala Hospital

in Zwolle, the Netherlands, that list also

includes an in-house print centre that

churns out 1.16 million A4 pages a month.

Why so many? Because the print centre

produces all of its appointments letters,

registration documents and stationery.

This is because they’re in the process of

switching patient records from a paper-

based system to a series of integrated

databases, which has allowed Logistics

Manager Peter van Gulik to bring a large

proportion of the hospital’s document

production in-house.

“In money terms, we spent around

€3 million last year on print,” he says.

“We had a ready-made argument for

investing in digital technology here on

hospital premises: it would pay for itself

in a relatively short space of time.”

The requirements

The hospital’s print centre divides its work

between two types of document: the first

is on-demand, personalised documents

that are then enveloped and mailed. The

second type is official hospital forms,

which are stored in a central warehouse

until they’re needed by the hospital’s

various departments.

And it’s all got to be done at lightning

speed: the average turnaround time for

the on-demand documents – which make

up around 40 per cent of the print centre’s

workload – is 24 hours from receipt of

order to mailing. The warehoused

documents go through the same process

in an average of 48 hours.

So Isala Hospital needed a centralised

system that could handle a large workload

quickly and efficiently.

The solution

Xerox recommended that the print centre

buy a fleet of Xerox print engines with

the DocuSP front-end, together with a

FreeFlow workflow system to manage,

balance and account for the workload.

The new production department centres

on four engines: a DocuColor 5252,

a DocuTech 6135 with a Bourg booklet-

maker, a Nuvera 100 copier/printer and

a WorkCentre Pro 90.

For van Gulik, a significant factor in the

choice of Xerox print engines was the

DocuSP Accounting software module, part

of FreeFlow. It gives each department an

account, and then automatically tracks

orders, matches the order numbers to job

tickets and generates an invoice, either

per job or at the end of each month.

“Once an account is set up, the job

tracking and accounting process runs

with very little intervention from us,”

he says. “This is fantastic, as sometimes

jobs are so small that we might spend

four or five times the cost of the job

just on administration.”

The verdict

The hospital has been able to decrease

the remaining proportion of documents

being printed off-site and assign them to

the in-house print centre. Even with the

extra workload, they’ve been able to cut

the number of print centre staff from

three to two: the automated FreeFlow

front-end has significantly decreased

turnaround times and errors.

“Having the Xerox printers and the

FreeFlow software is a revolution,” says

van Gulik. “It allows us to print the

documents we want, when we want

them – and at a significantly lower cost

than we had been paying. And the

flexibility of our engines’ capacity means

we can bring a high proportion of our

documents in-house, and save money

in the medium term.”

CASE STUDY NO 2:THE PRIVACYEXPERTSThe working week at Allianz Cornhill’s

print department begins at midnight on

Sunday and runs until 6pm on Friday.

Every day of the week, they produce

20,000 personalised documents. The only

breaks are in the evenings, when each

division’s mainframe processes documents

and transmits them across a secure

network to a print department elsewhere.

Busy? You could say that. But it’s

par for the course for the UK insurance

underwriter, part of the German Allianz

group of financial services companies.

Long-standing Xerox customers, they

know exactly what they need: security

and high-volume machines.

The requirements

Ian Cherry, Cornhill’s Print and Production

Services Manager, says: “We had a 4635

monochrome printer and two DocuPrint

92C engines, but they were pretty

stretched. We have a heavy workload,

partly because most of the documents

have a same-day turnaround, and partly

because they’re all confidential documents

that must be produced securely.”

This means toner adhesion was

an important factor. “Identity

theft and insurance fraud

are very much on

“HAVING THEXEROX PRINTERSAND THEFREEFLOWSOFTWARE IS A REVOLUTION”

1441_UK_both_p7-9_nuvera 20/9/05 11:00 am Page 26

the increase, and we wanted to make

sure that our policy documents were as

secure as they could be,” says Cherry.

For all these reasons, along with a

growing requirement for spot colour, he

asked Xerox for their recommendations.

The solution

Xerox suggested that Allianz Cornhill

replace their two DocuPrint machines with

two speedy DocuTech 155HLCs, which

print at 155 pages a minute.

Along with the fact that they both have

the HighLight Colour facility, one feature

that appealed to Cherry was that a simple

field software upgrade would increase the

155’s rated speed to 180 pages a minute.

“The way our colour demand is

increasing, it’s very possible that we may

need greater capacity in the next few

years, so we like the low-cost upgrade

path,” he says. “And it’s easy – it means

we won’t need to take out old machines

and install new ones, with all the

associated downtime and staff training

issues that implies.”

The DocuTech 155 engine’s toner

adhesion has also been improved. It uses

the same formulation as the iGen3; based

on a low-melt polyester resin, it provides

excellent fixing capabilities. It satisfies

the company’s security requirements

and has been highly rated by the

company’s five insurance divisions.

“They were delighted,” says Cherry,

“because effectively you can’t remove the

toner without damaging the documents.

They’re very secure.”

And what of the spot colour facility? As

Cherry points out: “Although our old 92Cs

were rated at 92ppm, that was cut in half

when we used the HighLight facility.”

Now, the DocuTech 155s have

increased the print department’s capacity

for HighLight Colour by an astounding

300 per cent.

The verdict

Cherry says he’s “very pleased indeed”

with the increase in production levels.

“We’re working so much faster now that,

instead of finishing the day’s work at 7am

after the night shift, we’re finishing at 3am.

“We have a significant amount of spare

capacity to grow into, and we’re getting

work out faster – it’s an all-round winner.” �

If you’re considering

upgrading your business’s

printing system, please

contact your Xerox sales

representative

“WE’RE WORKING

SO MUCH FASTER

NOW THAT WE’RE

FINISHING AT 3AM

INSTEAD OF 7AM”

IN A NUTSHELL THE NUVERA 100 DIGITAL

COPIER/PRINTER

� Prints 100 A4 pages a minute and 60 A3

pages a minute

� Accommodates paper sizes from

147 x 210mm to 320 x 470mm

� Takes paper weights from 56 to 216gsm

� Recommended average monthly

volume is 500,000 images

� Resolution of 4800 x 600dpi at 125lpi in

black and white

� Has a DocuSP job management system

front end, which integrates with Xerox’s

FreeFlow workflow solution

THE DOCUTECH 155

HIGHLIGHT COLOUR

� Prints at 155 pages per minute

� Choose from red, green and blue

HighLight Colours

� Recommended average monthly

volume is 1.1 million images

� Resolution of 600 x 2400dpi in black

and 600dpi in colour

� Can accommodate paper sizes from

203 x 254mm to 355 x 432mm

� Takes paper weights from 60 to 200gsm

� Has a DocuSP job management system

front end, which integrates with Xerox’s

FreeFlow software

iii1441_UK_both_p7-9_nuvera 10/10/05 11:21 am Page 27

Would you like to strengthen your business’sbrand while saving money at the same time?There’s a team that can help…

creativesThe

Words: Des King

1441_UK_NGA_p10-12_creat 20/9/05 11:54 am Page 10

XEROXMAGAZINE 11

For all the talk of TV and

the Internet as powerful

commercial media, print

is still – by a considerable

distance – the primary tool for

commercial communication.

The figures are mind-boggling,

with more than 7.5 billion branded

commercial document jobs –

brochures, presentations, business

cards, instruction manuals,

magazines – produced worldwide

each year. Every one of them

carries a company’s message. Most

will only have one chance to impact

on the customer. The creative they

contain is vital.

Yet, ironically, the creative

process is most often the area

subject to the least control. Not only

are corporate communications

weakened, but companies are also

stuck with needlessly inflated and

unchallenged costs.

That’s why Xerox decided to

focus on the creative process

as a standalone initiative with

a dedicated team of consultants:

Xerox Creative Services.

Hidden costs

A typical company may spend

15 per cent of annual revenue on

documentation, yet the chances are

that the overall cost impact goes

largely disregarded as responsibility

is shared among a variety of

departments and agencies. As ever,

both print companies and in-house

print managers are at the sharp end

of the cost equation.

Many companies use multiple

agencies to produce their marketing

material, which means their

operations aren’t particularly cost-

effective. They are also faced with

inconsistent brand and corporate

identity issues.

It’s this specific situation that

Xerox Creative Services was set

up to address. Creating effective

documentation is a complex

process – and technology only tells

part of the story. The intelligence

behind the effective use and

working of all this hi-tech hardware

capability makes the difference.

While advanced engineering and

systems are all very well, using this

capability to meet your objectives is

an altogether human skill. Expertise

and know-how in document

management, from initial concept

to delivery, is the critical difference

between what’s read and what’s

dead. That’s why a large chunk

of the billions spent on such

documentation each year goes

to creative services.

The true price of design

“We estimate that 33 per cent of

the final output figure represents

creative services alone,” says

Dawne Dennison-Herbert, Xerox

Service Development Manager for

Europe. “If you pick up a document

and ask what it cost to originate,

very few customers, if any, can

actually tell you. The true cost of

design, whether high-end or

desktop publishing, is rarely

understood in any sector.

“The same problems come up

time and time again,” she says.

“Poor control, inconsistent policing

of brands, a lack of understanding

as to the true cost of design. Many

issues constantly recur.”

It’s been at the cutting edge of

digitally generated documentation

for decades, but Xerox is now also

the global leader in extending

customer relationships beyond

the nuts and bolts.

For the past 10 years it’s offered

a portfolio of consultancy services

to help clients manage their

business processes through Xerox

Global Services, of which Xerox

Creative Services is a part.

A business sense-check

Since the programme’s inception,

Xerox’s dedicated Creative Services

unit has implanted specialist teams

into more than 50 pan-European

brands and organisations, such

as Ericsson; Twynstra Gudde, a

Dutch consultancy company; and

Cegos, a French training company.

There, they provide a flexible choice

of customised support strategies,

while many others have opted

for off-site consultancy.

So how exactly does a Creative

Services solution work inside the

company? Any two companies’

documentation problems may seem

similar at first glance, but no two

solutions are ever quite the same.

The first step is consultancy.

“First and foremost, we have

to understand the customer’s

environment,” Dennison-Herbert

explains. “The typical company

overview is that it’s fragmented and

resource-hungry.”

For example, someone in the

HR department may want a training

manual produced. They could do it

themselves or use an external

agency; maybe it gets delegated

to a PA, or maybe there’s already

a dedicated in-house department.

“We assess the usual way they

would go about such a project,

then pinpoint and understand the

particular problems entailed in order

to reduce the complexities in their

specific supply chain,” she says.

“That initial process is the platform

on which we are able to structure

a tailor-made solution.”

Putting the team to work

Often, the savings are immediate.

While carrying out an initial audit of

all marketing material produced at

Ericsson, Xerox’s team found that

documentation was printed by

several external agencies around

the world, with no quality control

procedures in place. As a result,

production costs were high,

corporate branding was weak and

most material wasn’t standardised.

FROM DAY ONE OF TAKING OVER

ERICSSON’S CREATIVE SERVICES,

XEROX REDUCED OVERALL COSTS

BY A MASSIVE 50 PER CENT

> GE

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1441_UK_NGA_p10-12_creat 20/9/05 11:54 am Page 11

Ericsson needed brochure material

in up to 13 different languages, so

Xerox advised them to establish an

in-house creative services and

digital colour print facility.

Here, all material is standardised

and graphic designers stick rigidly

to the Ericsson brand. A new online

document database also means the

worldwide network of Ericsson

staff, partners and concessionaires

can log on to the system and select

the material they need from the

Xerox print room. Xerox then print

and distribute the materials and

invoice the client via the same

online ordering system.

From day one of taking over the

service, Xerox reduced overall costs

by a massive 50 per cent.

The new digitally based system

has led to production savings of

30 per cent on each marketing

brochure. Amendments can be

made to original files quickly – and

the files can be accessed from

anywhere within minutes. Although

localised to each market, all material

is standardised. This means quality

has improved and corporate colours

and brand integrity are policed.

Slimming down

“Our business model is rooted

in providing a more efficient and

cost-effective approach to

documentation, from initial concept

to ongoing management,” says

Dennison-Herbert. “We provide

the people, their expertise, proven

working procedures and the

technology to offer a knowledge-led

managed service.

“This is focused on every aspect

of having documents designed for

their company, whether it’s via an

on-site department or by using

multiple external agencies. We

Could you do with a visit from the Creatives? To find out more about how Xerox Creative Services could help your company, just visit www.xerox.com/magazine

12 XEROXMAGAZINE

streamline all of those processes

and offer them a better solution.”

Different clients generate

different levels of documentation,

but the financial and legal services

sectors are typically the biggest

producers. In one recent success

story, the team worked with print

and creative managers at Scottish

Widows, a financial services

company in the UK. According to

Ron Whatford, their Operations

MD, the company is now on track

to reduce annual document spend

by an impressive 14 per cent.

“In an increasingly competitive

market, it is imperative that we stay

ahead of our rivals,” he says. “By

better managing documents and

the key business processes they

support, we are continuously

improving not only our customer

service and competitiveness, but

also, ultimately, our profitability.” �

CREATIVE STRENGTHAggressively auditing and policing your creative

pays off, as 2005’s Business Superbrands Top

100 testifies. Here’s how...

Coca-Cola

Already the world’s number-one brand.

The creative Coca-Cola produces for

the Olympics (over 76 years), Rugby

World Cup, NASCAR and the FIFA

World Cup is all part of a centrally

audited strategy, ensuring

creative consistency.

Intel

The world’s fifth most-

valuable brand solved the

problem of its product being

‘invisible’ by coming up with the slogan

‘Intel Inside’ and producing cross-media

versions (including a ‘theme tune’ with no

words!) to express it in 1995. As a result,

94 per cent of European PC buyers are aware

of the brand, up from

24 per cent in 1991.

Xerox

Officially one of the hundred most instantly

recognisable business brands in the world, Xerox

sees strong creative – and a robust and proactive

approach to creative services – as vital to its

success… as well as the success of its clients.

SCOTTISH WIDOWS MANAGED TOREDUCE ANNUAL DOCUMENT SPENDBY AN IMPRESSIVE 14 PER CENT

KEY BENEFITS

� Savings in excess of 20 per cent

� Central creative control

� Improved quality and brand control

� Elimination of multiple agency fees

� Transparent design costs

� Reduced lead times

� Access to other Xerox services

� Efficient load balancing

NEED TO KNOW

� Available to all – Xerox customer or not

� On completion of a full internal

audit and development of an integrated

documentation strategy, the minimum

duration of contract is three years.

IN A NUTSHELL: XEROX CREATIVE SERVICES

1441_UK_NGA_p10-12_creat 5/10/05 10:41 am Page 12

journalists about a major

Christmas print order in October

– this means the story will be

ready in time for December

issues, even if you won the

business in May.

5THINK LOCAL

Don’t ignore

the role that

local papers

and radio

stations can

play. If you

sponsor employees for

anything, whether it’s a training

course or a charity trek, give

the editorial desk a call in

advance. The positive coverage

will be good for business and

even recruitment.

These techniques can do

wonders for your company’s

image. But if it ever seems

too daunting a prospect,

Daniel J Boorstin’s words

may help: “Some are born

great, some achieve greatness

and some hire PR officers”. �

2USE YOUR

CUSTOMERS

They are your

greatest PR asset.

Journalists want

to write stories

about customers;

after all, they demonstrate what

your industry is doing. Keep

relevant journalists informed

about all new customer wins

and ask customers to talk to the

press about your work – it’s PR

for them too. Customer stories

always get coverage.

3BECOME IMAGE

CONSCIOUS

It’s a cliché, but

a picture really is

worth a thousand

words. Digital

printers aren’t the

most visually exciting of subjects,

but the end product can be

stunning, so use it. Journalists

look for great images and case

studies: giving them what they

want will get press coverage.

4BE TOPICAL

Schedule your

own news and

updates in line

with what’s

happening in the

world outside. Tell

Political figures and movie stars aren’t the only ones who gain from good public relations – digital print businesses needit too. Senior PR consultant Penny Hinton explains how youcan harness its power... and win new customers

1KNOW YOUR

AUDIENCE

Journalists produce

the magazines,

newspapers and

websites that your

customers read.

As with any customer, if you

want to ‘sell’ information to

them, you must find out about

them first. Identify your

industry’s key titles and learn

which journalists write about

your company’s offerings. Read

what they write. A journalist

writing about high-end magazine

production will be unexcited by

your short-run printing service –

and is likely to tell you so!

For many, PR is something

other people do. But it’s not just

blue-chip corporations, celebrities

and public figures who benefit

from careful image management.

PR is about building

reputation, talking with your

different audiences – customers,

employees, shareholders – and

relaying what your business

does and why it does it well.

And you can do it yourself, as

it’s one of the least expensive

ways to boost your company’s

image. How? Just follow these

tried-and-tested PR techniques.

THE CV: PENNY HINTON

Penny Hinton is a senior

consultant with the Lean

Agency. She has worked

for over 20 years in the

field of public relations,

specifically within the B2B

and IT markets.

Penny has managed PR

campaigns across Europe,

for companies including

IBM, Hewlett Packard,

Ariba and Manugistics.

She also spoke at this

year’s Xerox Premier

Partners Congress – you

can learn more about it

on page 6.

For more information

about Penny and the

Lean Agency, visit

www.theleanagency.biz

Words from the wise

How to do your own PR

1441_UK_both p13_wise 19/9/05 2:33 pm Page 13

Reduced downtime

Highly efficient, the DC250

lets you change the toner

on the fly, so jobs aren’t

interrupted and the

machine keeps running.

Plus, uptime and

reliability are enhanced, as

the machine predicts when

you’ll need to replace components

and tells you before it stops.

14 XEROXMAGAZINE

3.

1.

Three machines in one

Print, copy or scan, the

DocuColor 250 can

handle it all. Printing at

50 pages a minute in

colour and 65 in black and

white, it optimises investment,

flexibility and versatility by also

giving you the ability to scan up to

50 pages a minute in colour and up

to 80 in black and white.

Easy on the eye

The large, full-colour screen has

been optimised to make it easy to

use and easy to program. You can

even customise the keypad with

the features you use the most, to

make operation quicker and

more efficient.

2.

The latest addition to the DocuColor family,

the DC250 Digital Color Printer/Copier is

a true dynamo. It’s quick: it prints just under

a page a second and scans at a similar rate.

It’s compact: its small footprint means it will

fit into even the cosiest of premises, without

sacrificing quality or performance. It’s

versatile: its five paper trays hold a maximum

of 3,260 sheets and can handle stocks up to

300gsm and SRA3. Plus, you don’t have to

worry about quality checks, as its trickle-charge

system – unique to Xerox – maintains the

print consistency at all times. And, as you’re

about to see, that’s not even the half of it. �

Introducing the new…

DocuColor 250

i1441_UK_both_p14-15_DC250 19/9/05 12:55 pm Page 14

“The DC250

punches way above

its weight. An

unbelievably small

footprint means

that you can bring it in through

the front door, up the stairs and

squeeze it into the smallest

possible space. At the same

time, you don’t sacrifice

anything of the very good

2400dpi quality – even on as

big a sheet as SRA3. This little

beast would suit a busy office

that wants to expand on

creating multi-page internal

colour documents, or an

ambitious printer ready to

dip his toe in the water on the

digital side.” – Mark Rushton

No waiting

First copy shoots off the blocks in

a staggering 4.3 seconds (black

and white), or 7.8 seconds (colour).

The complete package

A range of finishing options is

available so you can add value

by turning your printed

pages into fully finished

documents. Options

include stapling, hole

punching, V-folding

and saddle stitching.

4.Images that stand out

The DocuColor’s outstanding 2400dpi

resolution means the highest image

quality in both prints and copies.

Maximises space

At just 165.4cm wide, 92.1cm deep

and 137.2cm tall, the DocuColor

250 has the smallest footprint in its

class. A small-packed marvel, the

DC250 takes up a lot less space

than you might think.

EXPERT’S VIEW

NE

IL W

EB

B;

GE

TTY;

RF;

PU

NC

HS

TO

CK

/BR

AN

D X

7.

5.

6.

XEROXMAGAZINE 15

i1441_UK_both_p14-15_DC250 19/9/05 12:55 pm Page 15

16 XEROXMAGAZINE

PROFILE

MyPhotoFun

The idea: a service providing finished, bespoke compilations

of people’s favourite photos in calendars, albums and other

bound media

Founded: August 2004

Parent company: TED Gigaprint

Headquarters: Almere, the Netherlands

Employees: 50

Turnover: €10 million

Soundbite: they describe their purpose-built factory

as “one of the most modern print on-demand centres

in Europe”

Website: www.myphotofun.com

When one imaginative Dutchbusiness team assessed the new capabilities digitalprinting offered them, they hiton a unique business plan –and one of Europe’s fastest-growing markets

Words: Mark Rushton

MyPhotoFun allows customers

to edit their holiday photos...

...or pictures of client meetings

and days out...

...selecting the best shots andmounting them onto their PC...

...where they are

proofed for any

final edits...

The secret of our success

“The right equipment… and one

1441_UK_both_p16-19_photo 19/10/05 10:10 am Page 16

XEROXMAGAZINE 17

Adecade ago, the most creative

elements a printer could offer

a customer came in the form of

different-coloured inks and papers, and

perhaps die-cutting and numbering.

Yet even this relied on the ancient and

painstaking art of lithography, which

needed an order of at least a thousand

copies to make it cost-effective, would

keep a customer waiting weeks for the job,

and still required them to take out a second

mortgage on receiving the invoice.

All that changed in one stroke with the

introduction of digital. Businesses like

Dutch printer TED Gigaprint have been

quick in spotting the opportunities their

digital capability has opened up.

It started with the digitisation of

images and photographs, allowing new

dimensions in colour breakdown and

output. And it’s now resulted in ‘magic

boxes’ – like the iGen3 – which contain

digital engines that have virtually

eliminated the need for a pre-press

department in modern printing companies.

“The right equipment… and one bright idea”

From hardware to hard ideas

These revolutionary machines open up a

whole new world, handing customers far

greater freedoms over their print demands

than was previously imagined possible.

Today, it is quite possible to design and

impose your own print jobs on home PCs,

add pictures from digital cameras and then

simply press a button to print. You don’t

even have to speak to an account handler

or sales person – the job goes straight into

the queue for the printing machine.

A real-life example of this modern way

of supplying print is the MyPhotoFun

concept. It’s an idea brought to life by TED

Gigaprint, a pioneer in on-demand printing.

With digital cameras now outselling

conventional film cameras by 15 to one,

the company saw a premium opportunity

to supply finished, bespoke compilations

of people’s favourite photos in the form

of albums and calendars.

It would be an impossible activity

for a litho printer, due to the enormous

costs involved.

The process begins when the customer

downloads free software from the

MyPhotoFun website, which provides

an idiot-proof, point-and-click guide to

designing your product. Here, the

customer chooses the photographs to go

into the album or calendar and supplies

any captions they want to go with them.

Genius in simplicity

The range of products MyPhotoFun offers

is extensive. In the album range alone,

it provides seven different alternatives,

ranging in size from 17x12cm to 34x25cm

and containing from 80 to 360 photos on

up to 40 pages.

A variety of personalised calendars are

also on offer, including desk planners as

large as 33x49cm. The top-of-the-range

‘Deluxe Hard Cover Albums’ contain

up to 1,200 photographs and come in

a host of imitation leather colours.

Making the software downloadable goes

a long way to taking the pressure off the

customer. It gives them the time they >

...and are then made into

a high-quality, personalised,

professionally bound album

or calendar as a souvenir.

...and last-minute additions...

1441_UK_both_p16-19_photo 19/10/05 9:59 am Page 17

“MyPhotoFun has won us increasedbusiness from our existing clients”

HOW IT WORKS FOR BUSINESS

MyPhotoFun can actually benefit

businesses as well as consumers, as

Carmen Brozias of UK-based Words

And Pictures Creative Partnership

found. “We took a team from one of

our customer companies on a trip to

Granada in southern Spain in June

2004. It’s a beautiful place. We had a

fabulous time, and I wanted everyone

involved to have a memento, to

remember having a good time with us.

“That’s where MyPhotoFun came in.

I’d taken loads of digital photos, so I

downloaded the software, designed

an album using the best pictures and

ordered copies for the whole team.

The albums arrived by the end of the

week, and everyone loved them.

“It’s great for relationships with

clients: you treat them to a trip on

a yacht or a golfing day, and within

a week you can give them something

special to remember it by.

“If you give them a calendar, then

every time they look at it, there they

are, with us, laughing. So it helps

them remember the company and

their good relations with it, too. I’m

sure it’s already won us increased

business from our existing clients.”

need to work on the design and

compilation in order to get the

personalised product just right.

When the customer is completely

satisfied with the final design, their

pictures are then uploaded to the

MyPhotoFun site, which plugs straight

into the TED Gigaprint production

workflow using the XML language.

They pay the bill using a credit or debit

card, and the required album or calendar

is printed on one of the company’s iGen3

digital presses, either as a one-off or in

the ordered quantity. In fact, there’s no

human intervention at all until the fully

printed sheets hit the iGen3’s delivery tray,

where they are offloaded, cut and sent

out, often delivered to the buyer in as little

as four days after payment is received.

iGen3: the brawn behind the brains

The heart and soul of the MyPhotoFun

concept is the iGen3 – its versatile design

in terms of sheet size and its capacity as

a production workhorse. “The MyPhotoFun

application is a distributed print model and

is built around the iGen3’s paper size,”

says Wim Koning, Xerox’s ‘Go to Market

Manager’ for iGen3.

“For instance, consumers still perceive

the album size of 25x17cm as a ‘real’

photo album size,” he continues. “And,

due to the fact that the iGen3 has a

standard print area of 361x519mm, users

can print this album size four-up on one

sheet, whereas other machines can only

print it two-up.

“The result is much higher productivity

at a much lower cost,” Koning says. “This

is good news for end-consumers, because

they get the best value for money.”

Building customer

relationships: a

team-building day

out can become

a permanent

souvenir and

a surprisingly

valuable piece of

relationship

marketing

18 XEROXMAGAZINE

1441_UK_both_p16-19_photo 7/10/05 10:43 am Page 18

The kit that drives thebusiness: the iGen3� Runs at 6,600 full-colour A4

impressions per hour

� Uses Xerox’s patented SmartPress

Technology, which uses micro-fine

dry ink (toner) and built-in

intelligence to create documents

with consistent, predictable and

accurate colour

� Output feels and looks like

traditional offset prints

� Contains artificial intelligence and

controls that constantly calibrate

colour on every page

� Straight paper-handling design,

engineered to automatically

recognise and print on different

sizes and types of paper within the

same print run

� Feeds from four input trays, which

can hold 2,500 120gsm sheets each

� Supported by a selection of digital

front ends, including the Creo Spire

for the advanced colour

management required in

commercial applications, and the

Xerox DocuSP Controller, which

provides maximum efficiency for

short run, fast turnaround work

“THE REAL JOY IS THIS IS A BUSINESS-TO-CONSUMER MODEL, WITH NOMIDDLE-MAN TAKING THE PROFITS...WHAT MORE COULD YOU WANT?”

And value doesn’t come at the expense of

quality, due to the iGen3’s vivid colours

and its ability to turn out a very black solid

background to the prints.

All these advantages are enhanced by

the fully automated workflow. The system

uses an automatic notification system to

inform customers about the status of their

order: after ordering, when they’ve paid

and when their album is sent out. The

result? A great product delivered quickly

and with little effort from the customer.

The perfect business model

Quite clearly, the MyPhotoFun concept

appears to be the near perfect business

model: a product that customers love and

pay upfront for; a completely automated

production workflow; and a realistic

opportunity for repeat business.

Henk Wijmans, director of TED Gigaprint,

says: “We are delighted with the progress

of MyPhotoFun. We are seeing orders

growing to the extent where they are

actually doubling every four months. But

the real joy is that this is a business-to-

consumer model, which means that there

is no middle-man taking any profits. Plus,

customers pay upfront. It is a business that

makes money and has a superb cash flow.

What more could you want?”

The company is currently filling more

than 2,000 orders a week, and the

MyPhotoFun concept is now operating

in the UK, Spain, Italy, Germany, Belgium,

Finland and New Zealand, as well as the

Netherlands – all via an ASP model.

Tico van der Linden, MyPhotoFun’s

sales director, says that branding and

partnerships are now crucial to the

continued development of the concept.

“The value of MyPhotoFun becomes

evident almost immediately to consumers,

as well as the partners who try it out,” he

says. “We are filling a large demand in the

market place and driving very profitable

growth for our partners. We spend a lot of

our time and activity in the important areas

of local branding, using channels and

partnering with iGen3 users abroad who

are copying our strategy.”

MyPhotoFun is a true example of

imaginations at work. All it took was the

right equipment, some business sense

and, of course, a bright idea. �

Xerox Magazine and MyPhotoFun have teamed up to offer you a €5 discount

on all MyPhotoFun products and services priced at more than €14.95. To

receive your discount, simply register at www.myphotofun.com and use the

voucher code W29J-Y58F-B34X when placing your order. There are 40,000

offers available in total. Offer expires 31 December 2005.

XEROXMAGAZINE 19

MYPHOTOFUN OFFER 35 OFF

1441_UK_both_p16-19_photo 13/10/05 1:09 pm Page 19

What print business

wouldn’t want to be more

efficient? Making sure

your workflow runs effortlessly

through production means savings

on waste, time and costs – in other

words, a greater profit for you.

That’s where the Xerox FreeFlow

Digital Workflow Collection version

4.0 comes in. Recently upgraded,

it’s a suite of software and hardware

that work together to streamline

digital printing from job inception to

completion. You have more control

over when, where and how a job

is printed. So, how does FreeFlow

help you add to your bottom line?

Printing gets simplerFor one, it provides unequalled

flexibility and enhances variable

data and print-on-demand

applications. It also lets you include

one-to-one marketing messages in

your jobs, which adds value to the

printed piece and allows customers

to be more creative.

It integrates different software

options under one umbrella, which

you can mix and match to create

a system to suit your particular

requirements. It also integrates

with Xerox hardware, from

scanners and continuous-feed

printers right up to the iGen3.

Ever feel like there must be a simpler way to maximise productivity? With the newFreeFlow version 4.0, there is

Words: Susan Wright

20 XEROXMAGAZINE

How to organise

your workflow… the easy way

ii1441_UK_both_p20-22_freeflow 7/10/05 3:00 pm Page 10

RECENT SUBSTANTIAL

UPGRADES HAVE MADE

FREEFLOW EVEN MORE

APPEALING TO PRINTERS

LOOKING TO ADD VALUE

Recent substantial upgrades to

several of the existing elements –

including FreeFlow Makeready,

Web Services, Process Manager

and the Document Library – have

made it even more appealing for

printers looking to add value to

their operations.

And the new FreeFlow Output

Manager is the latest product to

join the portfolio. It stands out from

comparable products because it

comes with a scripting feature

that allows it to work with other

vendors’ software.

The real beauty of FreeFlow is

that all the different elements act

together to enhance processes.

So, no matter which software you

choose, it’s guaranteed to work

with other FreeFlow products to

optimise production and to provide

a truly integrated and seamless

workflow. The more products

involved – the better the workflow.

“Work smarter and better”

For example, you can use Web

Services to allow customers to

submit and track their order online.

Then the data management,

scheduling and job management

are handled by Process Manager.

From there, Makeready looks after

prepress, while Print Manager,

Variable Information Suite and

Output Manager take care of

printing, finishing and fulfilment.

Charlie Corr is the group director

of InfoTrends/CAP Venture.

Commenting on a recent survey

they took of production print

professionals, he says: “With

one of the most comprehensive

collections of digital workflow

software, FreeFlow products are

helping print professionals to work

both smarter and better.”

Good stuff – but how do they

all work in practice?

Turn the page to find out. >

XEROXMAGAZINE 21

w… the easy way

ii1441_UK_both_p20-22_freeflow 7/10/05 3:00 pm Page 11

�“Many of our jobs are

quite repetitive. How can

we cut down on prepress?”

FreeFlow Process Manager

automates repetitive jobs, which

simplifies your workflow in

prepress. So, as routine jobs are

performed more quickly, more jobs

can be processed with fewer errors

and more consistency. It can also

convert various document formats

into PDF; combine multiple PDF

files into one; pre-flight documents;

view and approve PDFs; and create

a JDF job ticket and export the PDF

and ticket to the file system. And in

a new development, you can also

monitor jobs from start to finish.

�“Many of my customers

are using variable data.

How can I do this efficiently?”

The FreeFlow Variable

Information Suite adds variable

data images and text to print jobs

with ease and can handle black and

white, highlight colour and full-

colour data. The suite includes

software that allows the fonts,

images and other resources

needed for variable data to be

stored on any Xerox printer that

supports PostScript. The variable

data information is then sent in

universal format and merged with

the document elements at the

printer in one step. This means

systems aren’t overloaded and

printing speeds are maintained.

�“Is there a way to keep

an eye on all my printers

simultaneously?”

You’re after FreeFlow Print

Manager. It’s an integrated job

ticketing and print-management

tool that can monitor all installed

printers from a single interface.

This means you can remotely

access all digital printers to submit

jobs and reprints. You can also

direct jobs to the most relevant

printer, even offset. Easy to

manage, the graphical user

interface means operators can be

quickly trained on viewing, ticketing

and overseeing print operations.

THE REAL BEAUTY OF FREEFLOW IS THAT ALL THE DIFFERENT ELEMENTS ACT TOGETHER TO ENHANCE PROCESSES

�“The make-ready process

is so labour-intensive. Is

there a way I can save time?”

You might want to look into the

upgraded FreeFlow Makeready,

which is designed to complete

document prepress operations

from a single source. It includes

merge and import capabilities;

comprehensive editing tools

(including page numbering,

integration with Adobe Photoshop

for image editing and colour text

editing for PDF files); custom

imposition for selective page

programming; and precise control

over front to back alignment.

You can also add variable data

information onto print jobs.

�“I have customers all

over the world. Is there a

way to make job submission

easier?”

The recently upgraded FreeFlow

Web Services allows online job

submission. Your customers can

also reorder existing jobs and track

the real-time status of their work –

all via the Internet. Plus, they can

include special job instructions

when placing an order and preview

the final PDF before printing. It

also comes with an optional Job

Estimation Module – customers

can see a real-time price estimate

during set-up and submission.

�”Many of my jobs are

part black-and-white and

part colour. How can I simplify

the printing process?”

It sounds like you need the new

FreeFlow Output Manager. You

could think of it as the ‘brain’ of

your printing operation. In your

case, Output Manager would

automatically know to send the

colour pages to a full-colour printer

and the rest to a monochrome

printer, which will help keep costs

down. Likewise, if a job needs to

be printed in colour on a certain

stock, the software will send it

to the printer filled with the

appropriate paper. It even works

with other vendors’ applications.

22 XEROXMAGAZINE

For more information on the FreeFlow suite of software, visit www.xerox.com/magazine

in a nutshell:

� Shorter turnaround times

� Reduces costs

� Less waste

� Automates repetitive steps

in the workflow

� Expands business opportunities

� Improves operational efficiencies

� Increases profitability

� Fewer errors

� Increases customer satisfaction

IN A NUTSHELL: FREEFLOW

1441_UK_both_p20-22_freeflow 17/10/05 4:31 pm Page 12

POSTBOXEMAIL US AT MAGAZINE@XEROX.COM

�Looking for the personal touchThe holiday season is just around the corner, and

I want to do something really special for my

customers. What’s a good way to combine the

benefits of digital printing with a great gift that

won’t immediately get chucked in the bin?

Duncan Muir, Clydebank, Scotland

If you want to impress your customers with

cutting-edge digital technology, why don’t you try

www.alphapicture.com? They offer calendars,

greeting cards, posters and pretty much anything

else you can think of – all personalised with

your customers’ names. But it’s no ordinary

personalisation: imagine your name in lights on a

cinema marquee or a Paris Metro sign. To try it out,

visit their website and click on the ‘LetterJames’ link.

STAR LETTER

We’re offering you the chance to win 100

personalised calendars – you supply the

names and AlphaPicture will customise

them – a perfect gift for your customers.

For your chance to win, simply send

a postcard with your name, address, email

address and telephone number by

12 December 2005 to: Xerox Magazine,

Xerox Europe Ltd, Riverview, Oxford Road,

Middlesex UB8 1HS, United Kingdom.

Alternatively, you can send an email with the

same information to magazine@xerox.com

See back cover for terms and conditions.

WIN! 100 CALENDARS

I appreciate that digital printing is

perfect for short-run projects, but

I’m finding that printing and

binding short runs of catalogues

is really labour-intensive. Is there

a product that makes it easier?

Francisco Valdarez, Madrid, Spain

You might want to have a look at

the new Horizon ColorWorks 8000

Document Finisher. It attaches to

your DocuColor 8000 and brings

booklet-making features – such as

trimming, creasing, stitching and

folding – in line with the rest of the

printing process. This way, there’s

no need to set up a separate

process that needs to be constantly

monitored, which saves you time

and, therefore, money. The

ColorWorks 8000 and its

predecessor, the ColorWorks 2000

Booklet Maker, are also the only

in-line finishing solutions that can

create full-bleed signature booklets,

where the pages are trimmed on

all sides.

SHORT-RUN BLUES

COLOUR MATCHING MADE EASYSince my software has been upgraded, the colours in my legacy jobs

are now printing differently. Why is this?

Thomas Behrend, Düsseldorf, Germany

This may be due to calibration differences or custom gradation curves

that were previously being used. It may also be associated with generic

colour-matching improvements in recently released software. A new way

to ensure colour accuracy is the new Pantone Digital Colour Chips book.

XEROXMAGAZINE 23

1441_UK_both_p23-24_letters 12/10/05 10:31 am Page 23

If you have a question for Xerox

or our experts or just want to

comment on the magazine,

email magazine@xerox.com or

write to: Xerox Magazine, Xerox

Europe Ltd, Riverview, Oxford

Road, Uxbridge, Middlesex UB8

1HS, United Kingdom

1How do I install and program

my DocuColor print driver?

Just visit www.xerox.com and

click on ‘Support and Drivers’. Select

your Production System from the

pull-down menu and then click

‘Support’. Under the ‘How to’

navigation bar you’ll see ‘Install or

Remove Print Drivers’. Then you can

either print out the instructions or have

them posted to you.

2Why are my fonts

being substituted?

When dealing with a layout in

Adobe InDesign, for example, make

sure you don’t locally stylise text using

the ‘bold’ or ‘italics’ buttons. This may

look fine on screen, but your Digital

Front End RIP may replace them with

the default printer font.

3Why am I being charged for

a colour click on QuarkXPress

pages that only have black text

and crop mark coverage?

Crop marks used in QuarkXPress

are made up of ‘Registration Black’

(CMYK), which, therefore, will be

honoured by the Digital Front End

RIP as a colour.

ASK THE EXPERT

Des King says:

The obvious

response is

to stress those

all-important

aspects of

what you’re

providing: things that customers

can quite rightly expect as

standard. After all, they’re largely

why your customers come to you

in the first place.

Price will always be a key

determining factor, but on its

own it rarely, if ever, equates to

value for money. The question

you should more positively be

asking yourself is: “How can I

get my customers to better

understand what we’re doing

to grow their business?”

With some notable exceptions,

many print buyers are untrained

in anything other than getting the

most for their money. Chances

are, their print knowledge has

been picked up as they go along.

Sure, you may invite them to

pass work on the press or to tour

the studio. Nine times out

of 10, however, that will be after

the price for the job has already

been agreed. So how many times

have you ever extended the

same invitation to existing or

prospective customers when

there are no orders on the table?

A regularly mailed information

pack that endorses your offer

and is, of course, originated

and printed on the kit that

underwrites it, is an obvious

sales and marketing tactic.

But why not take it one step

further: who better than a hands-

on practitioner to lead a half-day

seminar focusing on where

technology innovation and

development is transforming

the print industry? As the one

delivering the message, you’ll

benefit when it translates into

a better-informed brief.

Relying on exhibitions,

equipment manufacturers or

trade journals to take care of

customer interface is fine, but

at the sharp end of any print

transaction you’re on your own.

Withholding information might

create mystique, but sharing it is

the open door to partnership.

That’s where price, performance

and profitability can co-exist.

QUICK CLINIC

How can I let my customers know that there’s more to print than price?Henrik Giersing, Roskilde, Denmark

GOT A QUESTION?

POSTBOXEMAIL US AT MAGAZINE@XEROX.COM

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24 XEROXMAGAZINE

Do you take time to tell your customers how you can help grow their business?

If so, tell us how you do it in an email to magazine@xerox.com and your idea could

appear in the next issue.

iii1441_UK_both_p23-24_letters 10/10/05 1:08 pm Page 24

XEROXMAGAZINE 25

step1

step 3

step 2

step 4

The container gets sent to the

massive Xerox recycling plant

in Venray, Netherlands.

Why it’s easy being

The environment’s an important issue, for sure. But being greenis costly and a hassle... right? Wrong. With the Xerox GreenWorld Alliance’s recycling programme, your toner cartridges get turned back into something useful. Here’s how it works

You never know – one day the

toner you recycled could be

returned to you in the form of

a new toner container or print

cartridge. And when that runs out,

the recycling process starts all

over again. Simplicity itself!

Any unusable toner is safely

incinerated, while the rest of the

cartridge or container is recycled

and turned into raw material for

the plastics industry.

green

IN 2003, XEROX PREVENTED AROUND KILOS OF MATERIAL

FROM ENTERING LANDFILLS BY REUSING AND RECYCLING EQUIPMENT AND SUPPLIES

Toner run out? All you have to

do is contact your local Xerox

representative. He or she can

tell you how to send in the

container to be recycled.

DID YOU KNOW?

73 MILLION

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26 XEROXMAGAZINE

“I’VE GOT A GLITCH,BUT I THINK I CANFIX IT MYSELF”Even though maintaining your digital

production printer is more complicated

than fixing, say, your desktop computer,

sometimes calling out a service

engineer is unnecessary. That’s why

all Xerox systems have self-diagnostic

capabilities that provide you with clear

instructions for fixing minor problems.

Plus, at www.xerox.com you’ll find

plenty of troubleshooting advice on

a range of day-to-day maintenance

issues. It’s also a good way to find

out how to do things better – even

if everything is running smoothly.

Did you know?A growing number of Xerox products

connect to the Internet. More and

more, printer service information that

is securely communicated to Xerox via

the Internet will help with diagnosing

potential problems.

“I’D LIKE AN EXPERTON HAND TO TALKME THROUGH A SOLUTION”If you need top-quality, expert advice,

the European Welcome and Support

Centre is your first port of call. There,

a customer support representative logs

your call, setting Xerox’s tried-and-tested

problem-solving system into motion.

They will track your call every step of

the way to make sure you get quick and

efficient assistance. If your problem is

software-related, it will be transferred

straight away to your country’s Software

Support Centre. The trained analysts

aim to solve the problem by phone to

maximise your system availability.

Did you know?Using remote customer assistance

tools, Xerox can solve over 75% of

software problems over the phone.

“THE ENGINEERS ARE OF A VERY HIGH CALIBRE”PSG Customer Lifecycle Survey, March 2005

Xerox customer serviceIf you need help with

your equipment or software and you need

it fast, you’re in luck.From sophisticated

software help to equipment training,

Xerox customer servicehas an answer to

everything. Whetheryou’re a veteran or a

newcomer, read on forour quick guide to

what’s on offer

To learn more about Xerox’s customer service options, c

A quick guide to

1441_UK_both_p26-27_service 19/9/05 2:24 pm Page 24

XEROXMAGAZINE 27

“I NEED ON-SITEEXPERTISE… FAST”If you’ve got a problem with your

software that can’t be solved by phone,

a software analyst will come to you.

If it’s a piece of hardware that needs

servicing, a Xerox or Xerox-accredited

engineer will visit you on site. They

know you’re busy, so they’ll call ahead

to agree on a time.

Because the engineers carry most

commonly required parts, they can

usually fix the problem straight away.

But if a different part is needed, they

can get it to you as quickly as possible

from one of Xerox’s regional centres.

Did you know?Xerox engineers’ vehicles and local

stores are stocked to meet 95%

of parts requirements.

“MY ISSUE NEEDSSOME FURTHERATTENTION”If for some reason your problem

requires further attention, your local

team is supported by a European

network of technical specialists and

software consultants. The sophisticated

worldwide resources at their disposal

will enable the quickest resolution

of your technical difficulty.

Did you know?Xerox’s three European Technical

Support Centres, based in the UK,

France and Germany, employ over

200 highly trained professionals

dedicated to the advanced support

of production systems.

“MY BUSINESS HAS SPECIALREQUIREMENTS”Businesses vary from one to the next,

which means you may need a tailored

approach to service and support. With

the Xerox Service Extra options, your

local service team can propose

solutions to meet your specific needs,

such as:

• coverage outside normal working

hours – up to 24 hours a day, seven

days a week

• a dedicated engineer, who knows

your operation inside and out

• preventative maintenance visits,

perhaps before a particularly crucial

production period

• on-site stocks of spare parts

• consumables re-ordering and

monitoring, all looked after by Xerox

• equipment training, including training

for basic servicing.

Did you know?Whatever your particular needs, all you

need to do is contact Xerox and they’ll

see what they can do to help.“THE ENGINEER SERVICE ANDCALL-OUT TIMES ARE EXCELLENT”PSG Customer Lifecycle Survey, March 2005

e options, contact your Xerox representative

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There’s a new way to look at things.Xerox Europe Limited, Riverview, Oxford Road, Uxbridge, Middlesex UB8 1HS, United Kingdom. www.xerox.com © Xerox 2005

2005 Xerox Corporation. XEROX©, DocuColor©, DocuTech©, NuveraTM, iGen3©, DocuSP® and FreeFlowTM are trademarks of XEROX CORPORATION.

All non-Xerox brands and product names are trademarks or registered trademarks of their respective companies.

Printed using the Xerox iGen3 on Colotech plus Silk 120gsm and 210gsm

Calendar prize draw terms & conditions

By entering the competition on page 23, the entrant will be deemed to have read and understood these Terms and Conditions and to be bound by them.

1. The prize draw is open to all recipients of Xerox Magazine, who are over the age of 16 and residents of the following countries: Austria, Belgium, Denmark, Finland,

France, Germany, Greece, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and the UK. 2. Employees of Xerox Limited (“Xerox”) together with the judges

and their respective subsidiaries, affiliates, advertising and promotional agencies, their immediate family members and persons living in the same household as such persons

are not eligible to enter this competition 3. Only one entry per person is allowed. 4. The winner will be the first drawn entry (by an independent person) after the closing date

of 12 December 2005. 5. Proof of posting is not proof of delivery. Entries that are lost, mislaid, damaged or delayed due to the post will be disqualified. 6. The winner will be

drawn on 14 December 2005 and notified in writing by 5 January 2006. 7. There is one prize of 100 customised calendars. 8. There is no cash alternative. 9. No purchase

necessary. 10. This prize draw is a UK-based prize draw and governed by the laws of England. This draw is void where prohibited by law. Promoter: Xerox Ltd

Our cover photo shows toner in itspure form – before your printer turnsit into another eye-catching image.Photograph: Richard Maxted

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