Bankwest
About
Bankwest
Bankwest
is a wholly owned subsidiary of the Commonwealth Bank of
Australia.
Active in all market segments, Bankwest is a market
leader in its home-state of Western Australia. The bank serves
thousands of customers through an extensive network of branches
across Australia.
The
Situation
Before
July 2007, Bankwest was running countless stand-alone copiers, printers, and fax
machines across its branches - all from a large pool of different
vendors.
With over 20 different types of devices on-hand, the bank
experienced major productivity issues. These resulted from:
-
Confusion on who to contact for servicing
-
Inability to hold a complete range of spare parts and consumables
-
Processing of countless vendor invoices
-
Unreliable and obsolete devices
-
Unpredictable service response times (from a few hours to a few weeks)
-
Constant device downtime
The Solution
After
six months of consultation and assessment, Print Solutions Group
showed how productivity could be instantly improved.
We
recommended just four types of devices. Four devices to effectively
manage the bank’s broad and varied needs. This was a radical step
given its existing situation.
In an extremely short time, we
installed 370 multifunctional devices across the bank’s branches,
including several regional locations.
Despite the enormity of this
exercise, the roll-out was performed smoothly and quickly. And with
the full support and commitment of the Bankwest and Print Solutions
Group teams.
The Outcome
The
changes we implemented lead to a dramatic improvement in staff
productivity and customer satisfaction.
And it happened
quickly.
Because the four device types all had the same operating
panel and connectivity, staff training and adjustment time was
minimal.
The new devices also gave staff the ability to receive
images electronically. No more print outs. No more waste. And no
more costly fax traffic.
Today, we continue to provide Bankwest
with regular KPI reports. As part of this, we guarantee a two-hour
service response across all metro areas and offer ongoing
consultation to ensure we identify device issues before they become
critical.