Over the past year here at Printing and Mailing, we’ve been making a conscious effort to improve our customer service. Areas we are working to enhance include:
We identified several key accounts when we began this effort and have concentrated on improving service, quality, and overall performance with these partners. One of those accounts was the Admissions office.
During the past year, we’ve taken necessary steps to familiarize ourselves more with the wants and needs of these specific customers. On almost every job, Admissions was assigned a “key” or “lead” staff person. This project coordinator became the point person on all aspects of the job.
Admissions benefited from being able to deal with one person for their entire project, which created a more personal approach to job submission process and expedited the process.
On average, Admissions mails out over 200,000 pieces of mail annually. As a front-line OSU department, they must walk the leading edge, consistently seeking ways to improve upon their mission. This includes the recruiting mailpiecemail piece that reaches thousands of potential students. With our new IGEN printing equipment, we’ve taken big strides to improve print quality and create new, personalized marketing strategies.
The Admissions office sends out a wide range of projects, most having a very tight deadline. The staff at the Admissions office understands that, here at P&M, our goal is to have their jobs out on time, every time.
However, in order to do this and do it correctly, we do need help from the customer. Well, Admissions understands that they do play a very important role in helping us to help them! It’s the partnership we’ve created that makes this work so well, and why customers like Admissions are so vital to our continued growth and ability to provide ever improving service to the OSU community.
Overall, it’s this type of department that keeps OSU at the top. We value and appreciate all that they do and are excited to see what new opportunities our partnership will bring us!