PrintIT Reseller caught up with Vision CEO Phil Bond and Sales and Marketing Director Martin Randall, to find out more about the firm’s vision for ‘A new Vision’
2019 is set to be an exciting year for the managed printing and document specialists. In 2015, it set out plans to double in size by 2020 and has made significant inroads into realising that goal. This year will see the company complete on a number of new acquisitions, further expand its geographical reach, increase headcount, and continue its unrelenting focus on delivering excellence in customer service.
Vision kicks off each financial year with a theme designed to focus the team company-wide on achieving its goals – for 2019 that is: ‘A new Vision’. Bond said: “Our focus is on making sure the business is well run and efficient, ensuring our customer service delivery is outstanding and our team are confident to successfully compete and win in a continuously changing marketplace.”
Part of that is a commitment to creating the best possible environment for its people. “A new Vision also represents a refresh and modernisation of our culture,” Randall explained. “Our people are integral to our business. We are focussed on setting goals and supporting our employees in achieving these and we want Vision to be the employer of choice in our marketplace.”
The company has increased communication throughout the business, placed more emphasis on fun, incentives and team building events, introduced dress down days and provided dedicated parking spaces for employee of the month and salesperson of the month.
‘A new Vision’ has also seen changes within the management team with the appointment of industry veteran Ian Morris as COO and the expansion of Randall’s role to include responsibility for the marketing function. Vision has also strengthened its field-based personnel, hired Phil Heggie as National Service Delivery Manager, alongside making new appointments within SOP, client services, technical help-desk, logistics and sales.
With the launch of its head office-based Managed Service Excellence Centre (MSEC), last year, Vision demonstrated it doesn’t just talk the talk in terms of customer service. Bond said: “At Vision our goal is to add value to our clients. The entire customer experience and ensuring we deliver the very best service is the most important part of our business, that’s why we developed MSEC.”
MSEC provides clients with a one-stop port of call to resolve any queries – from credit control, remote management and technical support, to bid and service support and, importantly, clients won’t be passed around the business. The highly trained team have complete responsibility and accountability, meaning customers receive faster responses and the most effective customer service when they contact Vision.
Bond continued: “We enjoy really high customer retention levels and that’s crucial for us. We’re very proud of our performance in this area and remain focused on making continuous improvements to the business to further enhance service delivery and the overall client experience.”
We have invested in cross training our people so they can deal with any client query fast and efficiently,” Randall explained. “Our support team have the expertise to perform remote remediation and proactive support for example, often fixing a problem without sending out a technician. There is also an effective process for triage say for a software issue, ensuring clients are helped by the person who answers their call.”
Vision has enjoyed strong organic growth year on year and is targeting £8-10 million of acquisitive growth in 2019.
The company acquired CFS in 2018 and has more deals in the pipeline. “We are looking to complete on two acquisitions within the first half of this year,” Bond confirmed. “Our strategy is to grow our MIF and presence throughout the UK and the acquisition of regional businesses is key to not only building a bigger customer base, but to also boost our sales and service presence through a wider network of local offices,” he explained.
Vision’s acquisition strategy is tactical and targeted. “There are a number of areas where we would benefit from having a stronger physical presence and acquisition gives us an opportunity to increase our local footprint,” Randall concluded.