Kronenberg said the reports can be viewed on a computer screen and exported to other programs, and can also be printed to a printer.
CompuVend interfaces with MapPoint, which automatically optimizes the route schedule to maximize fuel and time efficiency, Kronenberg said.
CompuVend offers onsite training and Web-based training, he added.
Asked about how the companies overcome “old school” objections to using technology, the panelists offered various responses.
Philips of Validata said “old school” is not necessarily anti-technology. He said his system can combine automated and manual systems.
Fisher said competition and profit concerns are driving the adoption of technology.
One operator in the audience noted that technology allowed him to shorten each route by one hour per day.
Consultant Rick Leffke cites need to sustain excitement with employees and customers
The big turnout at the Coffee Summit was exciting in itself, reminding many of the attendees that excitement is a driving force in sales. Rick Leffke, a consultant and a NAMA Knowledge Source Partner, addressed the importance of sustaining this excitement in his presentation, “The Coffee State of Mind.”
Leffke, president of R.C. Leffke & Associates, noted that focusing on the future is always a good tactic when involving others in building a business, be they employees, associates or customers. “We look forward to the future,” he said.
In reviewing inventions that have changed peoples’ lives, he noted, “If I can predict human nature, I can predict outcomes.”
Leffke then segued his views on change to the coffee industry, noting the opportunity to sell higher value. “You (as a customer) will pay more if you have perceived value. What you have done with coffee is you have expanded the understanding of what coffee is.”
Leffke compared building a coffee business to preparing a cup of good coffee. You need quality ingredients, the right equipment, and the right brewing process. The right brewing process is analogous to having the right business strategies.
COMPANIES MUST FOCUS ON THEIR CULTURES
Much of his presentation focused on developing a company culture that meets and exceeds customer expectations. “It (the company culture) is what defines your business and how you show up to your customers,” he said.
He then reviewed strategies for success from Ann Mulcahy, chairman and CEO of Xerox Corp. Her first strategy is to listen to customers. This is especially critical to sales. Leffke said customers like to be educated on what to buy; they don’t like to be sold.
“People do not want to be sold. They want a resource they can go to meet their need,” he said. He noted that OCS has an opportunity to do this with all of the variety now available.
Rather than you as provider telling them the picture, let them “own” the picture, he said.
In discussing listening, he noted that there is an important difference between hearing and listening, the latter being more productive.
He said it is important to create clear expectations for employees on an ongoing basis. Those who are “front line” employees need to be engaged with the customers.
The second strategy he addressed was innovation in technology, which requires investing in customers. The result of doing this will be better account retention, which brings a stronger bottom line.
Leffke quoted Mulcahy, who said retaining 5 percent more customers will add 25 percent to 50 percent to the bottom line.
EMPLOYEE ‘BUY-IN’ NEEDED AT ALL LEVELS
The third strategy is making sure everyone in the organization has meaningful interaction with customers, Leffke said. Success cannot occur without “buy in” at all levels of the company. This will result in value-based customer service and improved customer retention.