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Launching Communications With Customers

Copyright Thomas P. Crouser, December 26, 1995 Crouser & Associates - Helping Printers Prosper Since 1985

Does your shop have what it takes to survive the next twenty years? Reply to this message with the word DETAILS and I will send to you information about our on-site threat analysis. Spring dates being accepted.

Transmitted from Jacksonville, Florida

Are you ready to jump into electronic communications with your customers? An Oklahoma printer wanted to know how folks are really doing in launching their customer communications programs. Specifically, he was using Launch. He said, . . .I guess I m asking: Is anybody out . . .using Launch...and can they say, Hey, it s OK. Relax. It works.

Well, we found many sitting on the side line waiting to see what happens. However, a few brave souls have taken the plunge and are willing to share. Ray Andrews of Chicagoland is one.

From: RayANDREWS
To: TomCrouser


I m struggling through the same kind of problems with LAUNCH! and have yet to get my first complete job in a form where I can print from it (but am expecting it to come in correctly in about 2 hours [literally]). I ve been in virtually constant contact with their tech support. First, they are sending out a new revision on the transfer program so that it won t quit mid-transfer. This will mean supplying a second disk to all customers.

They are also working on new question screens for the work orders which more closely parallel information we need for printing (as opposed to Docutech copying for which the program was originally designed). This won t come for 3 or 4 months, I would guess.

However, they have several big customers (I presume franchise chains) banging on them to deliver this new update, so I guess they ll put as much fire under it as possible.

To the immediate problems, I am using this period as a test and refine period, rather than an explosive campaign for new business. First, I am only approaching graphic artists with MACS (though I also bought both versions), who have both technical savvy and curiosity about improvements. They are willing to work with you much more than a corporate type who simply wants immediate results.

Second, I m recommending that (although I have most of the native applications in their latest versions including Quark, Pagemaker, Freehand, Illustrator and Photoshop) they MUST send postscript files only. This keeps us from messing things up at our end and simplifies things so that all we have to do is use the laser utility to output the file. It also avoids my having to spend $12,000+ to add enough SIMMS to bring my RAM up to necessary capacities.

If you need help with work arounds, such as getting the program to register, without quitting, we d be glad to share. From the enthusiasm I have seen from the few people who have distributed this to, I think it will be worth staying the course until the bugs are truly worked out.

RAY ANDREWS
RayAndrews@aol.com
708-295-3113


Thanks, Ray. Scott Davidson presents a copy shop s take on Launch.

From: Copyset
To: TomCrouser


Hi Tom and staff! Here is our angle on Launch. We ve heard great reviews about launch and feel that we (and the industry in general) are going to need an easy way to accept files from our customers. We have spoken at length with their sales and development team and feel that this product is right for us.

We are about to purchase Launch (their corporate HQ happens to be 3 miles away) and have worked with the demo program. All seems fine. I am pretty sure I can handle any curveballs my customers throw at me concerning compatibility, although Windows 95 may be a problem. Too new to worry about now.

Since we are a just copy shop, the files our customers send us won t be as large as some of you tootin-falootin high-end printers with your fancy-schmancy hi-res images. We work with lowly 53lpi images and file sizes that rarely exceed 10MB.

One problem is that we have only 1 graphics computer and a limited budget, so we will eventually need at least a high-end Performa to operate as a stand-alone reception site for files from customers. For now, though, we will tie up our main unit.

I recommend that you don t even think about investing over $1,000 for the software and *not* getting the best 28,800 bps modem available, if not ISDN. The additional cost of a $200 modem will pay off handsomely in time saved.

PACKAGING: The company that makes Launch offers a slick package, including color printed boxes, instructions, and all kind of neat stuff for you to give to your customer when you approach them with this concept. The only problem I can find with this (while it may be great for the big guys) system is that they are charging something like $50 PER PACKET! I can tell how expensive that will get, even with remedial math. So our solution there is to purchase one packet from them, just to see what they offer, and then create another based on what they use, and customized for our customer profile. We will be careful not to use their copyrighted art without permission. Also, they give you a postscript print file (with purchase of Launch software) that contains the documentation for the manual. All they require is that you put their name somewhere on the front cover.

That, right there can save anyone money! 100 packages from them cost $5,000, I am sure we can do it in house for considerably less!

But with something like 150 million PC s on desktops and more & more of the documents that are copied/printed being created electronically, this is the natural next step.

Scott Davidson
The CopySet Shop
(708) 692-2679
email to: copyset@aol.com


Well, since Scott played the advertising card, here s my contribution. I came across the following connection ad in Tennessee three weeks ago. Here s the gist of it

Send us your files by modem 24 hours, 7 days. . .convenience. Because, with our on line service, we re as close as your modem. That means you can send us documents 24 hours a day, 7 days a week. Then we ll print, copy, bind and delivery your work when and where you need it.

Making the connection is easy. We ll give you our software. We ll install it and train you. The process is fast and simple. And the whole setup is free. The next time you produce a document on your computer and need it reproduced, make the convenient connection. Send it to us by modem. Call us. We ll have you Online in no time. Free pickup and delivery. . .etc.

Well, as Michael0912 wrote, Everyone (customers) seem very excited by the idea , but the actual getting down and doing it seems to scare off about half. We ve even offered to install on location for our computer shy customers, as well as provide 14.4 modems free of charge for our better customers - still, there seems to be hesitation.

However there is hope. Mark Mesler (QUALQUICK), Washington, PA, writes, Tom, we are using Launch! on both the Mac and IBM platforms. There were a few bugs on the MAC side that Pagepath cleared up with an update. We have one customer set-up currently and a few more in the que. Our branches are using it to send files to us. So far -- no problem.

So, that s the view from the field. Back to you, Dan.

Tom Crouser

PS.
Does your shop have what it takes to survive the next twenty years? Reply to this message with the word DETAILS and I will send to you information about our on-site threat analysis. Spring dates being accepted.

Crouser & Associates Performance Group program includes two on-site evaluations by Tom Crouser each year along with two group meetings. Management training is held during the group meetings along with participation in a meeting with non-competing printers. Join others who have decided to run their business instead of the business running them. Reply to by Email to Tom Crouser for more detailed information or call Clark Workman at (304) 342-5100. Or fax (304) 342-5187 or contact crouser@ibm.net.
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Friday, January 05, 1996 11:52:27 AM